LTC 024-2009 Draft Community Survey Questionnairesm MIAMIBEACH R~„F~,;~~
OFFICE OF THE CITY MANAGER gggg
NO. LTC #024-2009 LETTE~~T~A~;~1~l~I~S~I~N
cEr~ c~~:r~~,°s a~~ic~
TO: Mayor Matti Herrera Bower and Members of the City Commission
FROM: Jorge M. Gonzalez, City Manager
DATE: January 23, 2009
SUBJECT: Draft Community Survey Questionnaires
This letter transmits draft questionnaires for the 2009 Residential and Business Surveys to
be discussed at a Committee of the Whole Meeting on January 28, 2009.
Background
In 2005, the City formalized aperformance-based approach for allocating resources based
on the City's Strategic Plan priorities and supporting department work plans -- the City's
Excellence Model. The City's Excellence Model is a strategic measurement-based model
for continuous improvement. It is driven by the City's Vision, with priorities established at the
strategic level based on customer input and environmental scan information. Key Intended
Outcomes (KIO's) are established as multi-year priorities, while more specific Citywide
Initiatives are updated annually. Through the annual budget process, resources are
allocated in support of these strategic priorities, and performance is monitor to track
progress and make adjustments.
A key component of this process is the community satisfaction survey. The first sets of
community surveys were conducted in 2005 and 2007. These were followed by focus
groups in 2006 and 2008 to get more in-depth information on issues identified through the
surveys. Overall, survey results showed the community continues to have a very favorable
view of the City of Miami Beach as an 'excellent' or `good' place to live, work, play or visit,
and a large majority feel it is getting better. Some of the key drivers of resident and business
perceptions of quality of life; satisfaction with the City of Miami Beach government in meeting
the community's needs; and Miami Beach as a place to live or do business, include
cleanliness, traffic flow, condition of infrastructure (storm drainage, condition of roads,
condition of sidewalks), and capital improvement projects.
Monitoring these perceptions and how they change over time is an important component of
the City's strategic planning process and the allocation of resources. As an example, while
cleanliness of streets in business/commercial areas continues to be a key driver for both
resident perceptions, between 2005 and 2005, this changed from a negative driver to a
neutral driver, reflecting the City's improved performance in this area.
Draft Community Survey Questionnaires
Page 2 of 3
At the December 10,2008 Commission meeting, the Commission approved the selection of
The Center for Research & Public Policy (CRPP) to conduct the 2009 surveys. Established
in 1979, CRPP is afull-service research and public policy consulting firm. CRPP is culturally,
linguistically, and ethnically diverse. CRPP maintains an in-house staff of researchers,
including Spanish-speaking researchers. Due to their affiliation with Sacred Heart University,
they are also able to use language students as well as students from New Haven-area
universities including Yale University. Since 1979, CRPP has conducted 3.5 million surveys
and more than 3.500 focus groups in support of our research.
One of the first tasks to be performed by CRPP is to collaborate with the City to develop an
instrument that meets all project goals and objectives as follows:
CRPP shall review and evaluate the current survey instrument and questions and
propose recommended changes to ensure questions will generate unbiased
responses while also ensuring that the City does not lose the ability to monitor and
evaluate trends. CRPP shall work with the City to define core questions to continue
to be used for trend analysis while ensuring compatibility with other standard survey
questions available in the public domain. CRPP shall present the proposed revised
instruments at the City Commission Committee of the Whole for review and input
along with the rationale for the changes. Recommendations from the Committee of
the Whole shall be incorporated into the final instruments as appropriate. CRPP
shall submit all instruments to the City of Miami Beach project personnel for final
approval.
Accordingly, attached for your review are drafts of the Residential and Business survey
questionnaires. The draft questionnaires are formatted in the following manner:
The cross-reference to the 2007 survey question is provided in parenthesis for
each question and indicates whether or not the question can be compared to the
2007 survey; a total of 65 questions that can be compared.
Questions that have that have a similar intent to the 2007 survey but where the
wording or rating scale has significantly changed and therefore cannot be
compared to the 2007 survey are also noted.
In addition, questions that can be compared to other jurisdictions are noted in
bold; a total of 36 questions.
The overall length of the Residential Survey is 90 questions (with 2 additional items
determined by CRPP without asking). The 2007 Residential surveywas 88 questions with an
average administration time of 21 minutes. The standard length for a Residential survey
administered by CRPP is approximately 60 questions, with an administration time of
approximately 15 minutes, however CRPP has indicated that they can still achieve high
participation rates with a Residential survey of approximately the same administration time
as the 2007 survey.
The overall length of the Business Survey is 74 questions (with 1 additional item determined
by CRRP without asking). The 2007 Business survey was 76 questions with an average
administration time of 17 minutes. The standard CRPP Business survey has an
administration time of approximately 10 minutes, but again, CRPP has indicated that they
Draft Community Survey Questionnaires
Page 3 of 3
can achieve high participation rates with a Business survey of approximately the same
administration time as the 2007 survey.
The survey questions will be discussed at a Committee of the W hole meeting at the January
28, 2008 Commission meeting. At that time, the consultant wilt be soliciting your
recommendations regarding questions to be deleted, replaced or modified in wording.
JMG//KGB
MIAMI BEACH
COMMUNITY SATISFACTION SURVEY
January 2009 -DRAFT
THE CENTER
FOR RESEARCH
~ ,.
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& PUBLIC POLICY
Researcher: Date:
Time start: CB:
Time end:
Hello. I am calling on behalf of the Mayor and Commissioners of the City of Miami Beach. My
name is I am a research assistant at The Center for Research and Public Policy.
The City of Miami Beach is interested in your views regarding the services the City provides. Your
opinion is very important and will help meet resident needs as well as improve the quality of life
throughout the City. This is strictly a survey. We have nothing to sell.
SCREENER
A. Are you at least eighteen years of age?
01 Yes (Continue)
02 No (Ask for qualified respondent)
03 Don't know/unsure (Thank and terminate
Survey KeX
The numbers in ()are the what that particular question was numbered as in the 2007 survey
Bold questions can be compared nationally
Questions in italics have no current national comparison
Questions marked with a • have modified language from the 2007 survey but intent is unchanged
Questions marked with a * have a new, balanced scale
New questions have the word NEW after the number
1
QUALITY OF LIFE
1. (1) Overall, how would you rate your quality of life within the Ciry of Miami Beach?
Would you say...
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
2. (21) What most contributes to your positive quality of life in the City of Miami Beach?
3. NEW. And, which of the following statements best reflects your outlook for your own standard
of living.. .
01 Is good and improving;
02 Is good but declining;
03 Is poor but improving; or
04 Is poor and declining.
05 Don't know/unsure
4. (781). Most everyone has expectations of service organizations and companies they do business
with. Please think about the services provided by the City of Miami Beach and tell me if the City
meets your service expectations.. .
01 Always;
02 Most of the time;
03 Sometimes;
04 Seldom; or
05 Never.
06 Don't know/Unsure
5. (79) Overall, how would you rate the City of Miami Beach as a place to live? Would you
say...
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
2
6. (80*) As a place to live, would you say the City of Miami Beach is.. .
01 Better;
02 Worse; or
03 About the same as it was a few years ago
DO NOT READ
04 Recently moved here/have not lived here long
05 Don't know/unsure
7. (87) Think for a moment about svhetheryou would recommend the City of Miami Beach to family and friends as a
place to live. I~ouldyou say...
01 Definitely would;
02 Probably would;
03 Hard to say
04 Would probably not; or
05 Would definitely not.
06 Don't know/unsure
8. (82) Thinking about your neighborhood or the City overall, what two to three changes would
make Miami Beach a better place for you and/or your family to live, work, play or visit?
9. NEW. Please think for a moment about the impact casinos and gaming might have on your
quality of life in Miami Beach if allowed here. Would you say the impact would be.. .
01 Very positive;
02 Somewhat positive;
03 Somewhat negative; or
04 Very negative.
05 Don't know/unsure
3
CITY SERVICES
Now I'll read a list of City characteristics, services or programs. Please rate each as excellent, good,
fair or poor.
Chatacteristic5
Excellent _
Good ~
; .-.Fair.:
Poor DK ~
10. (3) Cleanliness of streets in your O1 02 03 04 05
nei hborhood
11. (4) Cleanliness of streets in O1 02 03 04 05
business/commercial areas
12. (5) Cleanliness of canals/waterways O1 02 03 04 05
13. (6) Storm drainage (to avoid flooding) O1 02 03 04 05
14. (7) Condition of sidewalks (that is, O1 02 03 04 OS
few or no cracks
15. (8) Adequacy of street lighting in O1 02 03 04 05
your neighborhood (sufficient,
functionin li hts
16. (9) The appearance and maintenance O1 02 03 04 05
of the Ci 's ublic buildin s
17. (10) Overall quality of the beaches O1 02 03 04 05
cleanliness, water uali ,etc.
18. (11) The appearance of playgrounds Ol 02 03 04 05
19. (12) The maintenance of parks (for O1 02 03 04 05
example, cleanliness, landscape
maintenance
20. (73) Landscape maintenance in rights of avay Ol 02 03 04 05
and ublic areas
21. (14~) Recreation programs O1 02 03 04 05
22. (15) Garbage/Trash collection O1 02 03 04 05
23. (17~) The job the City is doing to O1 02 03 04 05
address homelessness
CONSTRUCTION
24. (18~) Overall, how would you rate the recently completed capital improvement projects across
the City of Miami Beach that range from the City's Beachwalks and golf courses to the Historic City
Hall and new fire station? Would you say.. .
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
4
25. (19~) How satisfied are you that the enforcement of codes and ordinances by the City of
Miami Beach government in your neighborhood is consistently fair? Would you say...
01 Very satisfied;
02 Satisfied;
03 Neither satisfied or dissatisfied;
04 Dissatisfied; or
05 Very dissatisfied.
06 Don't know/unsure
26. (22) How would you rate the amount of noise in your neighborhood on a typical day? Would
you say...
01 A bit too much;
02 Way too much; or
03 Acceptable/not a problem.
04 Don't know/unsure
HISTORIC PRESERVATION
27. (25) Think about historic preservation in the City of Miami Beach. In your view, would you say
the effort put forth by the City is.. .
01 Too little;
02 Too much; or
03 About the right amount.
04 Don't know/unsure
TRANSPORTATION/PARKING
28. (27) What is your primary mode of transportation in Miami Beach?
(Researchers: Do NOT read list)
01 Car
02 The Local (the bus circulator in South Beach)
03 Public buses (excluding the Local)
04 Walking/Bicycling
05 Motorcycles/Mopeds
06 Taxis
07 You stay home/do not go out often
08 Friends and Family
09 Other
10 Don't know/unsure
5
29. (28) How do you feel about the availability of parking throughout the City of Miami
Beach? Would you say there is...
01 Too little;
02 Too much; or
03 About right.
04 Don't know/unsure
30. (30) How do you feel about traffic flow where you drive in Miami Beach? Would you say
it is...
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
31. (31) How do you feel about the condition of roads in Miami Beach? Would you say the
condition is...
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
32. (32• *) How would you describe the availability of pedestrian trails throughout the City
of Miami Beach? Would you say there are...
01 Too few;
02 Too many; or
03 About right
04 Don't know/unsure
33. (32•*) How would you describe the availability of bicycle paths/lanes throughout the
City of Miami Beach? Would you say there are...
01 Too few;
02 Too many; or
03 About right
04 Don't know/unsure
6
SAFETY
As I read you a list of public safety services provided by the City of Miami Beach, please tell me if
you would rate the quality of each as excellent, good, fair or poor?
r
I Services Excellent -
Good
Fair ----
Poor ~~ DK
34. (33) Police O1 02 03 04 05
35. (34) Emergency Medical Response O1 02 03 04 05
36. (35) Fire O1 02 03 04 05
37. (36) Ocean Rescue/Lifeguard/ Beach Patrol O1 02 03 04 05
38. (37) Emergency/Hurricane preparedness O1 02 03 04 05
As I read the following regarding safety, please indicate whether you feel very safe, somewhat safe,
somewhat unsafe or very unsafe?
', Questions --
Som
hat
So
n
~
~hat
~ Very
DK '
~- 5af lf~ l
s
i
fc unsafe
39. (38*) In your neighborhood during
O1
02
03 _
-
04
05
the da ?
40. (39*) In your neighborhood during O1 02 03 04 OS
the evenin /ni ht?
41. (40*) In business commercial areas Ol 02 03 04 05
durin the evenin / ni ht?
42. (41) As I read the following list, please tell me what areas you feel the City of Miami Beach can
address to improve public safety throughout the City? (Researchers: Accept multiple responses)
01 Preventing crime
02 Enforcing traffic laws
03 Increasing visibility of police in neighborhoods
04 Increasing visibility of police in business/commercial areas
05 Enhancing lifeguard and beach patrol services
06 Reducing homelessness
07 Improving fire-fighting services
08 Improving rescue services
09 Improving infrastructure (street lighting, repairing sidewalks/streets)
10 Cleanliness of streets
11 Other
12 Don't know/unsure
7
CULTURE ENTERTAINMENT TOURISM
As I read a list of destinations and attractions located in Miami Beach please tell me, on average, the
number of times you attend each per year.
'; City destinations/attractions '~ Number of times
attended annually
_
_ _ _______ _ -- ~ ----1 DK
-
43. 42) Restaurants _ .
77
44. 43) Ni htclubs 77
45. 44 Ci arks/recreational facilities 77
46. 45) Beaches 77
47. (46) Museums/theaters 77
48. (47) Cultural activities (such as art shows, film festivals, and
musicals) 77
49. (48) Family friendly activities (such as Movies in the Park,
Music in the Park, etc.) 77
I'll read a list of attractions and activities. As I read each, please tell me if there are too few, too
many or the right amount.
Cultural Events Too Too Right DK
_ few man amount
50. 49) Museums/theaters 01 02 03 04
51. (50) Cultural activities (such as art shows, film 01 02 03 04
festivals, and musicals)
52. (51) Family friendly activities (such as Movies in 01 02 03 04
the Park, Music in the Park, etc.)
53. (52) Major events (such as boat/home/auto 01 02 03 04
shows, 4th of July celebrations, expositions, food
and wine festivals, etc.)
As I read you a list of attractions in the City please tell me, on average, the number of times per year
you attend each.
I Attractions Number of times
attended annua DK
54. 53) Bass Museum of Art 77
55. 54) B ron Carl le Theater 77
56. 55) Fillmore at the ackie Gleason Theater 77
57. 56) The Colon Theater 77
58. 57) Miami Beach Convention Center 77
8
59. (59) How well would you say the City Government is handling events that attract large crowds
to Miami Beach? That is, the city considers the needs of residents. Would you say.. .
01 Very good;
02 Good;
03 Average;
04 Poor; or
04 Very Poor.
05 Don't know/unsure
60. (60) Please tell me if you strongly agree, agree, neither agree nor disagree, disagree or strongly
disagree with the following statement: "The tourism industry in Miami Beach contributes to
the quality of life for residents within the Ciry."
01 Strongly agree
02 Agree
03 Neither agree nor disagree
04 Disagree
05 Strongly disagree
06 Don't know/unsure
RECREATION
61. NEW. When thinking about recreation programs in the City of Miami Beach, please indicate
which demographic you feel would benefit from having more recreation opportunities. Would you
say...
01 Youth (24 and under)
02 Young adult (25-35)
03 Adult (36-64)
04 Senior (65 and older)
05 Don't know/unsure
06 None of the above
07 Refused
9
ECONOMY/TAxES
62. (611) Please think about the times when you typically shop outside of Miami Beach. Now, tell
me the types of stores or shopping opportunities needed within the City which would make
shopping locally more convenient for you. (Researchers: Do NOT read and Accept multiple
responses)
01 Medical clinics/offices 10 Professional offices/space
02 Clothing stores 11 Hotels
03 Grocery stores 12 Corporate offices
04 Entertainment opportunities 13 Tourist attractions
05 Gasoline stations 14 Pharmacy /Drug stores
06 Restaurants 15 Beauty and health services (spas, hair,
07 Small retail stores nails, etc.)
08 Appliance stores 16 Don't know/unsure
09 Hardware/home improvement 17 Other
stores
63. (62) How would you rate the overall value of City services for the tax dollars that you
pay? Would you say...
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
64. (63) How would you rate your level of satisfaction with local schools within the City of
Miami Beach? Would you say...
01 Very satisfied;
02 Satisfied;
03 Neither satisfied or dissatisfied;
04 Dissatisfied; or
05 Very dissatisfied.
06 Don't know/unsure
10
65. (64~) Until our economy rebounds, even cities need to think about reductions in
services. Please tell me which services the City should strive to retain at current levels if
reductions became necessary. (Researchers: Accept multiple responses and probe: "Is there
anything else?")
01 Cleanliness 14 Growth Management
02 Housing for middle-lower income 15 Historic Preservation
households, elderly/seniors, workforce 16 Improving roads and sidewalks
03 Safety in the Community 17 Transportation services (buses, taxis, etc.)
04 Emergency Response 18 Environmental initiatives
05 Storm drainage improvements 19 Initiatives to enhance energy efficiency
06 Ensuring fiscal health 20 Communicating with our residents and
07 Information Technology/E-Government businesses
08 Supplementing school programs through 21 Maintaining City buildings
City activities 22 Services for youth
09 Beautification 23 Services for the elderly
10 Recreation activities 24 Addressing homelessness
11 Culture, entertainment and special events 25 Other
12 Enforcement of building codes 26 Don't know/unsure
13 Enforcement of City codes
66. NEW. Please think about and estimate the percentage of your Property Tax bill that goes to the
City of Miami Beach to fund City services?
01
77 Don't know/unsure
COMMUNICATIONS~CUSTOMER SERVICE
67. (65) Where do you go most often to get your information about the City?
01 Cable Channel MB77 07 E-mails and/or direct mail from City
02 Miami Beach website government, departments or agencies
03 Daily newspaper articles 08 Communications with City Commission
04 Community/weekly publications 09 Mayor on the Move/Community/Town
05 City's MB Magazine meetings
06 CityPage in Neighbors section of 10 Other
Miami Herald 11 Don't know/Not interested
68. (66} How do you feel about the amount of information you get from the City? Would you say
you receive.. .
01 Too little;
02 Too much; or
03 About right amount of information
04 Don't know/unsure
11
69. (67~) During the last 12 months, how many times have you personally contacted, either by
phone, in-person or electronically, the City of Miami Beach government with a question, service
request or complaint?
01 # (Continue unless ZERO then skip to Q85)
77 Don't know/unsure (Go to Q85)
99 Refused (Go to Q85)
70. (681) Please tell me, what was the reason for your most recent contact?
01 Pay a bill
02 Visit an elected official
03 Research an issue
04 Pull a building permit/plan review
05 Attend aprogram/event
06 File a complaint
07 Other
08 Don't know/unsure
71
(69) How did you first contact the City?
01 Phone
02 E-mail
03 In-person
04 Through a commissioner
05 Community meeting
06 Other
07 Don't know/unsure
As I read the next four statements, please tell me if you strongly agree, agree, neither agree nor
disagree, disagree or strongly disagree with each.
Statements StrA A Neither D StrD DK
_ _ _ A/D
72. (70) It was easy to get to someone who
01 _
02
03 _
04
05
06
could hel me
73. (71) The employees that assisted me 01 02 03 04 OS 06
were courteous and rofessional
74. (72) The employees that assisted me had 01 02 03 04 05 06
the ro er traini and knowled e
75. (73) Overall, I was satisfied with the 01 02 03 04 05 06
ex erience I had contactin the Ci
12
76. (77) To what extent do you agree or disagree that the City of Miami Beach government
is open and interested in hearing the concerns or issues of residents? Would you say...
01 Strongly agree;
02 Agree;
03 Neither agree nor disagree;
04 Disagree; or
05 Strongly disagree.
06 Don't know/unsure
WEBSITE
77. NEW. Have you visited the City's website at www.miamibeachfl.gov in the past 6 months?
01 Yes (Continue)
02 No (Go to Q84)
03 Don't know/unsure (Go to Q84)
78. NEW. C-verall, how satisfied would you say you were with the Miami Beach website. Would you
say...
01 Very satisfied;
02 Somewhat satisfied;
03 Somewhat dissatisfied; or
04 Very dissatisfied.
OS Don't know/unsure
BUILDING DEPARTMENT
79. (74) Have you contacted or had any direct experience with the City of Miami Beach Building
Department in the past 12 months?
01 Yes (Continue)
02 No (Go to Q87)
03 Don't know/unsure (Go to Q87)
80. (75) How would you rate your experience with the Building Department? Would you say.. .
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
13
DEMOGRAPHICS
Now just a few demographic questions for statistical purposes only.
81. NEW. Are you Hispanic or Latino?
01 Yes
02 No
03 Don't know/unsure
82. NEW. What is your race?
01 White
02 Black, African-American
03 Asian
04 American Indian or Alaska Native
05 Native Hawaiian or other Pacific Islander
O6 Other:
07 Don't know
08 Refused
83. (85) In what type of residence do you live in Miami Beach?
01 Single family unit
02 Duplex or town home
03 Apartment/Condominium
04 Other
05 Refused
84. (86) Are you a homeowner or renter?
01 Homeowner
02 Renter
03 Refused
85. (87) How long have you lived in the City of Miami Beach?
01 Less than 6 months
02 6 months but less than 2 years
03 2 to less than 5 years
04 5 to less than 10 years
05 10 to less than 20 years
06 More than 20 years
07 Refused
86. (88) What is your age?
01 18-24 years old
02 25 to 34 years old
03 35 to 44 years old
04 45 to 54 years old
05 55 to 64 years old
06 65 years or older
07 Refused
14
87. (891) What is the combined annual income of all members of your household from all sources
before taxes?
01 Less than $24,999
02 $25,000 to $49,999
03 $50,000 to $99,999
04 $100,000 to $149,999
05 $150,000 to $249,999
06 $250,000 to $500,000
07 $500,001 or more
08 Don't know/unsure
09 Refused
88. (90) What is the primary language spoken in your household?
01 English
02 Spanish
03 Portuguese
04 Creole
05 Other
06 Refused
89. (911) Which of the following best describes your current household? [READ LIST]
01 Single, live alone
02 Single, hve with roommate or partner
03 Married, no children at home
04 Married, with children at home
05 Divorced or separated, no children at home
06 Divorced or separated, with children at home
07 Refused
08 Don't know/unsure
90. (92) How many months out of the year do you live in the City of Miami Beach?
01 # months
77 Don't know/unsure
99 Refused
"Thank you very much for your time rued particip:tt3on.
91. (83) Gender (By observation)
01 Male
02 Female
92. Code District (From Sample)
01
02
03
04
05
15
THE CENTER
FOR RESEARCH
MIAMI BEACH
BUSINESS SATISFACTION SURVEY
January 2009 -DRAFT
& PUBLIC POLICY
Researcher:
Date:
Time start:
CB:
Time end: Supervisor:
Hello. I am calling on behalf of the Mayor and Commissioners of the City of Miami Beach. My
name is I am a research assistant at The Center for Research and Public Policy.
The City of Miami Beach is interested in your views regarding the services the City provides. Your
opinion is very important and will help meet business needs throughout the City. This is strictly a
survey. We have nothing to sell.
SCREENER
A. Are you one of the owners or managers of your business?
01 Yes (Continue)
02 No (Ask for qualified respondent)
03 Don't know/unsure (Thank and terminate)
Survey KeX
The numbers in ()are the what that particular question was numbered as in the 2007 survey
Questions marked with a • have modified language from the 2007 survey but intent is unchanged
Questions marked with a * have a new, balanced scale
New questions have the word NEW after the number
CITY SERVICES
1. (1) Please tell me why you chose to locate your business in the City of Miami Beach?
(Researchers: Do NOT read list)
01 Climate/location by the beach
02 The City's image (hip, sophisticated, etc.)
03 Availability of buildings/properties
04 Proximity to customers
05 Nightlife/entertainment options
06 Favorable economy
07 You are a resident of the Ciry
08 Other
09 Don't know/unsure
As I read a list of characteristics pertaining to the area surrounding your business, please rate each as
excellent, good, fair, or poor.
Characteristics Excellent Good ~ Fair Poor DK '~
2. (2) The cleanliness of streets O1 02 03 04 05
3. (3) Cleanliness of canals/waterways O1 02 03 04 05
4. (4) Storm drainage (to avoid flooding) O1 02 03 04 05
5. (5) Condition of sidewalks (that is, few or
no cracks) O1 02 03 04 05
6. (6) The appearance and maintenance of
the Ci 's ublic buildin s O1 02 03 04 05
7. (7) Overall quality of the beaches
cleanliness, water uali ,etc.) Ol 02 03 04 OS
8. (8) The maintenance of parks (for
exam le, cleanliness, landsca e maintenance O1 02 03 04 05
9. (9) Landscape maintenance in rights of
wa and ublic areas O1 02 03 04 05
10. (11) Garbage/Trash collection O1 02 03 04 05
11. (13) The City's ability to address
homelessness O1 02 03 04 05
2
PLANNING ~ ZONING CONSTRUCTI ON
12. (15~) Overall, how would you rate the recently completed capital improvement projects across
the City of Miami Beach that range from the City's Beachwalks and golf courses to the Historic City
Hall and new fire station? Would you say.. .
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
13. (17) During the past 12 months, how many times has your establishment been inspected for
outside sidewalk/cafe permit compliance, sanitation, or other use of public property?
01 # (If ZERO Go to Q16)
77 Don't know/unsure
14. (18~) How satisfied are you that these inspections are consistently fair? Would you say...
01 Very satisfied;
02 Satisfied;
03 Neither satisfied nor dissatisfied;
04 Dissatisfied; or
05 Very dissatisfied.
06 Don't know/unsure
15. (19~) How satisfied are you that the City of Miami Beach is consistently fair in the enforcement
of zoning and ordinances for your business?
01 Very satisfied;
02 Satisfied;
03 Neither satisfied nor dissatisfied;
04 Dissatisfied; or
05 Very dissatisfied.
06 Don't know/unsure
16. (20~) How would you rate the amount of construction (buildings being built) across the City of
Miami Beach? Would you say there is...
01 Too little;
02 Too much; or
03 About the right amount of construction.
04 Don't know/unsure
3
HISTORIC PRESERVATION
17. (21) Think about historic preservation in the City of Miami Beach. In your view, would you say
there is...
01 Too little;
02 Too much; or
03 About the right amount of historic preservation.
04 Don't know/unsure
TRANSPORTATION~PARKING
Using the rating scale of excellent, good, fair or poor, how would you rate the effectiveness of the
public transit system serving the City over the past 12 months.. .
StatHment Excellen_t~ Good
F rir Poor --
DK
18. (22) In brin ing customers to your business O1 02 03 04 OS
19. (23) In brin~in~ employees to your business O1 02 03 04 05
20. (24) How would you describe the condition of roads in Miami Beach? Would you say.. .
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
DO NOT READ
05 Don't drive
06 Don't know/unsure
21. (25) How would you rate the availability of both public and private parking for your customers
and/or employees around your business area? Would you say.. .
01 They can almost always find a place nearby;
02 They are often able to find a place nearby;
03 More often than not, they will not find a place nearby; or
04 They are almost never able to fmd a place nearby.
05 Don't know/unsure/not applicable
22. (26) How would you rate the traffic flow in Miami Beach for customers and employees trying to
get to and from your place of business? Would you say.. .
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
DO NOT READ
05 Don't drive
06 Don't know
4
SAFETY
As I read a list of public safety services provided by the City of Miami Beach, please tell me if you
would say each is excellent, good, fair or poor?
Service Excellent Goad ~ Fair Poor DK ~i
23. (27) Police O1 02 03 04 05
24. (28) Emer ency Medical Res onse Ol 02 03 04 05
25. (29) Fire Ol 02 03 04 05
26. (30) Ocean Rescue/Lifeguard/Beach
Patrol O1 02 03 04 05
27. (31) Emergency/Hurricane preparedness O1 02 03 04 05
Please answer the following questions as to whether you and your employees feel very safe,
somewhat safe, somewhat unsafe or very unsafe?
Question
Very
safe
Some«-hat
safe __
Somewhat
unsafe -_ - -
Very
unsafe _
DK
28. (32*) How safe would you say you and O1 02 _
03 04 05
your employees feel in and around your place
of business durin the da time?
29. (33*) How safe would you say you and Ol OZ 03 04 05
your employees feel u1 and around your place
of business durin the evenin /ni ht-time?
30. (34) When thinking about the amount of public street lighting at night in your business area?
Would you say there is...
01 Not enough; or
02 Too much; or
03 The right amount of lighting.
DO NOT READ
04 Not applicable (business is not open at night)
05 Don't know/unsure
31. (35) During the past 12 months, has your business been inspected by the fire department?
01 Yes
02 No (Go to Q35)
03 Don't know/unsure
32. (36~) How satisfied are you that the fire inspections in the past 12 months for your
establishment have been consistently fair? Would you say...
01 Very satisfied;
02 Satisfied;
03 Neither satisfied nor dissatisfied;
04 Dissatisfied; or
05 Very dissatisfied.
06 Don't know/unsure
5
33. (37 ~ *) CWerall, how helpful would you say the inspections have been to help improve the fire
safety of your establishment? Would you say.. .
01 Very helpful;
02 Somewhat helpful;
03 Somewhat unhelpful; or
04 Very unhelpful.
OS Don't know/unsure
34. (38) After I read the following list, please tell me which you feel axe the most important areas the
City of Miami Beach can address to improve public safety throughout the City?
(Researchers: Accept multiple responses)
01 Preventing crime
02 Enforcing traffic laws
03 Increasing visibility of police in neighborhoods
04 Increasing visibility of police in business/commercial areas
05 Enhancing lifeguard and beach patrol services
06 Reducing homelessness
07 Improving fire-fighting services
08 Improving rescue services
09 Improving infrastructure (street lighting, repairing sidewalks/streets)
10 Cleanliness of streets
DO NOT READ
11 Don't know/unsure/not interested
CULTURE ENTERTAINMENT TOURISM
As I read you a list of attractions offered in the City of Miami Beach, please tell me if you feel there
are too many, too few or the right amount in the City.
AttraCtlonS Too £ew Too About the DK
_ _ _ man ri ht amount
___
35. 39) Restaurants 01 02 03 04
36. 40) Ni htclubs 01 02 03 04
37. 41 Museums/theaters 01 02 03 04
38. (42) Cultural activities (such as art shows, film 01 02 03 04
festivals, and musicals)
39. (43) Family friendly activities (such as Movies 01 02 03 04
in the Park, Music in the Park, etc.)
40. (44) Major events (such as the 01 02 03 04
boat/home/auto shows, 4th of July celebrations,
ex ositions, food and wine festivals, etc.)
6
41. (46) How well would you say the City Government is handling events that attract large crowds to
Miami Beach? That is, the City considers the needs of residents. Would you say.. .
01 Very good;
02 Good;
03 Average;
04 Poor; or
04 Very Poor.
05 Don't know/unsure
ECONOMY~TAXES
42. (47) How would you rate the overall value of City services for the tax dollars your business pays?
Would you say...
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
43. (48) Would you say you strongly agree, agree, neither agree nor disagree, disagree or strongly
disagree with the following statement: "Miami Beach residents are key contributors to the
success of my business in the City."
01 Strongly agree;
OZ Agree;
03 Neither agree nor disagree;
04 Disagree; or
05 Strongly disagree.
05 Don't know/unsure/Not sure
COMMUNICATIONS~CUSTOMER SERVICE~INTERNAL CITY PROCESSES
44. (49) How do you usually get your information about the City that is relevant to your business?
(Researchers: Accept multiple responses)
01 Cable Channel MB77
02 Miami Beach website
03 Daily newspaper articles
04 Community/weekly publications
05 City's MB Magazine
06 CityPage in Neighbors section of Miami Herald
07 E-mails and/or direct mail from City government, departments or agencies
08 Communications with City Commission
09 Mayor on the Move/Community/Town meetings
10 Other
11 Don't know/Not interested
7
45. (50) How do you feel about the amount of information you get from the City? Would you say
you receive.. .
01 Too much;
02 Too little; or
03 About the right amount of information.
04 Don't know/unsure
46. (51) During the last 12 months, how many times have you personally contacted the City of
Miami Beach government with a question, service request or complaint?
01 # (Continue)
77 Don't know/unsure (Go to Q51)
99 Refused (Go to Q51)
47. (52) What was the reason for your most recent contact? (Researchers: Do NOT read list)
01 Pay a bill
02 File a complaint
03 Visit an elected official
04 Research an issue
05 Pull a building permit/plan review
06 Obtain a license
07 Schedule an inspection (building, fire, etc.)
08 Attend aprogram/event
09 Non-emergency police assistance
10 Other
11 Don't know/unsure
48. (53) How did you first contact the City?
01 Phone
02 E-mail
03 In-person
04 Through a commissioner
05 Community meeting
06 Other
07 Don't know/unsure/remember
8
Thinking about your most recent contact with City government, would you say you strongly agree,
agree, neither agree nor disagree, disagree or strongly disagree about each of the following
statements.
Statements StrA ' A ~ Neither D StrD I, DK ',
' A/D '
49. (54) It was easy to get to someone who could 01 02 03 04 OS 06
hel me.
50. (55) The employees that assisted me were 01 02 03 04 05 06
courteous and rofessional.
51. (56) The employees that assisted me had the 01 02 03 04 05 06
ro er trainin and knowled e.
52. (57) The process is user-friendly and easy to 01 02 03 04 05 06
understand.
53. (58) The requests made by my business are 01 02 03 04 05 06
rocessed in a timel manner.
54. (59) Overall, I was satisfied with the 01 02 03 04 OS 06
ex erience I had contactin the Ci
55. (64) To what extent do you agree or disagree that the City of Miami Beach government is open
and interested in hearing the concerns or issues of your business? Would you say.. .
01 Strongly agree;
02 Agree;
03 Neither agree nor disagree;
04 Disagree; or
05 Strongly disagree.
06 Don't know/unsure
56. Please tell me what one thing the City of Miami Beach can do to ensure your business succeeds
in or around the City?
WEBSITE
57. NEW. Have you visited the City's website at ww~~-.mianlibeachfl.gc.i~~ in the past 6 months?
01 Yes (Continue)
02 No (Go to Q61)
03 DK/Unsure (Go to Q61)
9
58. NEW. Overall, how satisfied would you say you were with the Miami Beach website. Would you
say...
01 Very satisfied
02 Somewhat satisfied
03 Somewhat dissatisfied
04 Very dissatisfied
05 Don't know/unsure
BUILDING DEPARTMENT
59. (60) Have you contacted or had any direct experience with the City of Miami Beach Building
Department in the past 12 months?
01 Yes (Continue)
02 No (Go to Q64)
03 Don't know/unsure (Go to Q64)
60. (61) How would you rate your experience with the Building Department? Would you say.. .
01 Excellent;
02 Good;
03 Fair; or
04 Poor.
05 Don't know/unsure
61. (62) Thinking back to any dealings you may have had with the Building Department in the past,
would you say your most recent experience working with the Department was.. .
01 Better;
02 Worse; or
03 About the same as in the past years.
DO NOT READ
04 We haven't done business here long enough to judge
05 Don't know/unsure
CITY GOVERNMENT
62. (651 *) Most everyone has expectations of service organizations and companies they do business
with. Please think about the services provided by the City of Miami Beach and tell me if the City
meets your service expectations...
01 Always;
02 Most of the time;
03 Sometimes;
04 Seldom; or
05 Never.
06 Don't know/Unsure
10
63. (66) Compared to all you know or have heard of other cities, how would you rate Miami Beach
as a place to run a business? Would you say Miami Beach is...
01 One of the best;
02 Above average;
03 Average;
04 Below average; or
OS One of the worst.
06 Don't know/unsure
64. (67) Compared to previous years, please tell me how you would rate the City of Miami Beach as
a place to do business. Would you say it is.. .
01 Better;
02 Worse; or
03 About the same now as it was in the past.
DO NOT READ
04 We haven't done business here long enough to judge
OS Don't know/unsure
65. NEW. Please tell me how good or poor you would say your business is doing in the City of
Miami Beach. Would you say.. .
01 Is good and improving
02 Is good but declining
03 Is poor but improving; or
04 Is poor and declining
05 Don't know/unsure
66. (68) How likely might you be to recommend the City of Miami Beach to others as a place to run
a business? Would you say.. .
01 Yes, definitely
02 Yes, probably
03 Hard to say
04 Would probably not; or
05 Would definitely not.
06 Don't know/unsure
11
67. (69) Which of the following do you feel are the most important challenges over the next several
years that face your business in Miami Beach? (Researchers: Accept multiple responses)
01 Competitive pressure from other businesses
02 Restrictive government codes
03 Outdated facilities
04 High property taxes
05 Not enough business space
06 Difficulty recruiting a skilled labor force
07 Lack of affordable housing in Miami Beach for your labor force
08 Obtaining incentives
09 High insurance
10 High rent
11 Other
12 Don't know/unsure
DEMOGRAPHICS
Now just a few demographic questions for statistical purposes only.
68. (70) What is your position with the business you represent?
01 Owner or partner
02 Manager
03 Assistant Manager
04 Other
05 Refused
06 Don't know/unsure
69. (71) How long has your business been in the City of Miami Beach?
01 Less than 6 months
02 6 months but less than 2 years
03 2 to less than 5 years
04 5 to less than 10 years
05 10 to less than 20 years
06 More than 20 years
07 Don't know/unsure
70. (72) Approximately how many full-time employees does your business currently have?
01 #
77 Don't know/unsure
99 Refused
71. (73) Approximately how many part-time employees does your business currently have?
01 #
77 Don't know/unsure
99 Refused
12
72. (74) On average, what is the annual gross sales/revenue of your business?
01 Less than $500,000
02 $500,000 to $lmillion
03 $1 - 5million
04 $6 - 10milhon
05 $11 - 25million
06 More than $25million
07 Refused
08 Don't know/unsure
73. (75) How many locations do you have in the City of Miami Beach? (Read List)
01 #
77 Don't know/unsure
99 Refused
74. (76) Outside of the City of Miami Beach, in what other locations do you have businesses?
(Researchers: Read and Accept multiple responses)
01 No other locations
02 South Florida
03 Central/Northern Florida
04 Nationally/U.S. (excluding Florida)
05 Internationally
06 Other
07 Refused
08 Don't know/unsure
"Thank ti ou very- much fnr y-oczr time and parueipation. "
75. Code District (from sample)
01
02
03
13