Transcript EMT Succession Planning overview

Town of Newmarket
Community Satisfaction Survey
Conducted: June 14 to July 14 2010
For additional information contact:
Bonnie G. Munslow,
Manager, Customer Services
[email protected]
Project Summary
• The 2010 Community Satisfaction Survey was conducted from
June 14 to July 14
• Residents were very receptive to the survey and welcomed the
opportunity to provide their opinions
• Overall, the survey responses indicate that:
– Respondents are very satisfied with the Town as a place to
live, and with the municipal services that are provided
– Town staff continue to deliver excellent customer service to
the residents with high scores in many categories
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Survey Methodology
• A total of 871 surveys was completed with
representation of the population by age, gender and
resident location
• Survey break-downs:
– 831 telephone
– 4 mail-back
– 36 online
• Overall margin of error = +/- 3.3% 19 times out of 20
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Objectives
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Evaluate the satisfaction level of current Town services, and
determine service priorities
Determine customer service level expectations and improvement
opportunities
Identify ways to understand and improve service levels for those
that are rated low (neutral or dissatisfied)
Focus future budgets on priority areas identified by the public, or
those areas identified as needing improvement
Evaluate and compare the results with others surveys, such as:
–
2005 and 2002 Community Satisfaction Survey
–
Benchmark with other levels of government
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Satisfaction level:
Newmarket as a place to live
Nearly 96% of the respondents are satisfied with the Town
of Newmarket as a place to live
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Satisfaction level:
Local government
71.5% of respondents are satisfied with the local government
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Top five most important
issues for residents
The five most important issues identified in the
2010 survey – which are consistent with those sited
in the 2002 and 2005 survey results – are the
following:
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5.
Traffic (33%)
Cost of living/taxes/user fees (28%)
Growth (20%)
Improve road system (17%)
Quality and quantity of municipal services (13%)
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Top five services areas
Top five Town services that received the highest
satisfaction level (satisfactory or very
satisfactory) by respondents include:
1.
2.
3.
4.
5.
Fire and emergency services (92% )
Yard waste collection (81%)
Interaction with Customer Service Centre (81%)
Garbage/recycling collection (80%)
Community special events (77%)
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Important services,
Areas for improvement
Services which rated more important than average, with a below
average satisfaction rating include:
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3.
4.
5.
6.
Winter road maintenance (snow clearing)
Traffic control and safety measures
Snow plowing of sidewalks
Public consultation on municipal processes
Grass cutting / boulevard maintenance
Bylaw enforcement
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Willingness to pay for
improvements in service
As a follow-up question to the previous slide, respondents were
asked if they would be willing to pay to improve services in a form
of user fee or tax. Most respondents said “no” or had “no
response.”
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Overall satisfaction with
Town services
Nearly 78% of respondents are satisfied or very
satisfied with the services received from the Town:
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Next Steps
• Analyze survey results and identify trends
– Form Customer Service Strategy working group
to analyze results & enhance service delivery
– Review services with significant gaps, create
action plans and report back to Council as
appropriate
• Communicate results with staff and residents
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