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LTC 648-2018 Community Satisfaction Survey 2019 QuestionsMIAMI BEACH OFFICE OF THE CITY MANAGER NO. LTC # 648-2018 LE TER TO COMMISSION TO: Mayor Dan Gelber and Members FROM: Jimmy L. Morales , City Manager DATE : December 18 , 2018 SUBJECT: Community Satisfaction Survey 20 9 Questions The purpose of this Letter to Commission is to share the updated 2019 Resident and Business Survey questions and to provide an opportunity for Commission feedback. I am pleased to be taking this important step essential for a culture of continuous improvement and innovation. The survey procurement was approved by the Commission on October 17th, 2018 . The survey will provide the City with valuable data about City services, quality of life and community priorities. This information will guide strategic/resilience planning and budget priorities and help identify opportunities fo r improvement. The survey questions were reviewed with Directors to make sure that questions are meaningful and actionable . Core questions will be benchmarked nationally, and new questions were added to measure new initiatives and Commissions ' developing 2020 Goals. Questions were also evaluated for past trends and response rates. Questions that are best answered by transactiona l surveys (customers interacting with employees for a service) will be evaluated by more frequent routine surveys to ensure an adequate sample size of customers and to help support ISO 9001 Quality Management System requirements for certain departments. Questions that are no longer valuable for decision-making purposes were removed with departments' approval. Other updates to questions include: • Reduction of open-ended questions to improve summarization of data consistent w ith standard methodology for quantitative surveys • Addition of topical categories such as "Cleanliness," "Parks and Recreation ," "Mobility" and "Sustainability and Resiliency." • Allow the survey respondent to participate in focus groups. Survey data collection will begin in January, with reporting in the February/ March timeframe. The survey collection will be managed by ETC Institute , the 3rd party survey consultant, at random and with statistical significance . Responses will be collected by paper, phone , or online based on user preferences. The Resident and Business Survey questions are attached. Please communicate any changes , comments or general feedback to Susanne M. Torriente by Friday December 21st. Attachment 1: Miami Beach Resident Survey Questions Attachment 2 : Miami Beach Business Survey Questions JLM/SMT/AK ©2019 ETC Institute Page 1 City of Miami Beach 2019 Resident Survey Please have the adult (age 18 or older) in your household, who most recently had a birthday, complete this survey. If this person is not able to complete the survey, please have another member of the household complete the survey to ensure the opinions of your household are represented. Your input is an important part of the City's effort to improve City services. When you are finished, please return your completed survey in the postage-paid envelope provided. You may also complete the survey online at MBResidentSurvey.org. 1. SATISFACTION WITH CITY SERVICES. City services provided by the City of Miami Beach are listed below. Please rate each service by circling the number that corresponds to your rating. Please rate the following City services: Excellent Good Fair Poor Don't Know 1. Cleanliness of streets in your neighborhood 4 3 2 1 9 2. Cleanliness of streets in business/commercial areas 4 3 2 1 9 3. Cleanliness of canals/ waterways 4 3 2 1 9 4. Condition of sidewalks (few or no cracks) 4 3 2 1 9 5. Condition of streets 4 3 2 1 9 6. Street lighting 4 3 2 1 9 7. Miami Beach trolley’s system 4 3 2 1 9 8. Miami Dade County’s bus service 4 3 2 1 9 9. Appearance and maintenance of the City's public buildings 4 3 2 1 9 10. Maintenance of parks 4 3 2 1 9 11. Landscape maintenance of rights of way along City streets/public areas 4 3 2 1 9 12. Overall quality of the beaches 4 3 2 1 9 13. Garbage/trash collection 4 3 2 1 9 14. Availability of recycling in public places 4 3 2 1 9 15. Quality of Police services 4 3 2 1 9 16. Availability of Police in your neighborhood 4 3 2 1 9 17. Emergency Medical Services 4 3 2 1 9 18. Fire services 4 3 2 1 9 19. Ocean Rescue/Lifeguard/Beach Patrol services 4 3 2 1 9 20. City's Emergency/Hurricane Preparedness efforts 4 3 2 1 9 21. Efforts to address homelessness 4 3 2 1 9 22. Efforts to manage stormwater drainage and flooding 4 3 2 1 9 23. Reliability of potable (drinking) water 4 3 2 1 9 24. Reliability of sewer (wastewater) services 4 3 2 1 9 25. Quality of parks and recreation programs 4 3 2 1 9 26. Availability of green space near your home 4 3 2 1 9 27. Quality of customer service 4 3 2 1 9 28. Quality of public engagement efforts 4 3 2 1 9 2. Which FIVE of the City services listed in Question 1 do you think are most important for the City to provide? [Write-in your answers below using the numbers from the list in Question 1.] 1st: ____ 2nd: ____ 3rd: ____ 4th: ____ 5th: ____ ©2019 ETC Institute Page 2 3. CLEANLINESS OF THE CITY. City services provided by the City of Miami Beach are listed below. Please rate each service by circling the number that corresponds to your rating. Please rate the following City services: Excellent Good Fair Poor Don't Know 1. Cleanliness of canals/waterways 4 3 2 1 9 2. Cleanliness and maintenance of public garages 4 3 2 1 9 3. Cleanliness and maintenance of public restrooms 4 3 2 1 9 4. Cleanliness of the beaches 4 3 2 1 9 5. Enforcement of codes related to the clean-up of litter and debris on private property 4 3 2 1 9 4. PARKS AND RECREATION. City services provided by the City of Miami Beach are listed below. Please rate each service by circling the number that corresponds to your rating. Please rate the following City services: Excellent Good Fair Poor Don't Know 1. Quality of City recreation programs 4 3 2 1 9 2. Amount of City recreation programs 4 3 2 1 9 3. Quality of City recreational facilities 4 3 2 1 9 4. Appearance of playgrounds 4 3 2 1 9 5. Appearance of City pools 4 3 2 1 9 6. Condition of City athletic fields 4 3 2 1 9 5. AREAS AND FACILITIES OF INTEREST FOR RESIDENTS: Please indicate the frequency of visiting the following areas or facilities in the last 12 months by circling the corresponding number below. How frequently do you visit: More than once per week About once per week More than once a month Once per month Less than once per month Never Places in Miami Beach 1. Ocean Drive 5 4 3 2 1 9 2. Lincoln Road 5 4 3 2 1 9 3. Washington Avenue 5 4 3 2 1 9 4. 71st Street 5 4 3 2 1 9 5. 41st Street 5 4 3 2 1 9 6. Collins Avenue (South of 23rd) 5 4 3 2 1 9 7. Ocean Terrace 5 4 3 2 1 9 8. South of 5th Street 5 4 3 2 1 9 9. Sunset Harbor 5 4 3 2 1 9 10. Collins between 72nd - 75th 5 4 3 2 1 9 11. Alton Road between 6th - 17th 5 4 3 2 1 9 Facilities in Miami Beach 12. The Bass Museum of Art 5 4 3 2 1 9 13. Byron Carlyle Theater 5 4 3 2 1 9 14. The Fillmore at the Jackie Gleason Theater 5 4 3 2 1 9 15. The Colony Theater 5 4 3 2 1 9 16. The Miami Beach Convention Center 5 4 3 2 1 9 17. North Shore Band Shell 5 4 3 2 1 9 6. Which of the FOUR of the PLACES or FACILITIES listed in Question 5 do you visit the most? [Write- in your answers below using the numbers from the list in Question 5.] 1st: ____ 2nd: ____ 3rd: ____ 4th: ____ ©2019 ETC Institute Page 3 7. CULTURE. Please rate your agreement with the following statements using a scale of 1 to 5, where 5 means “Strongly Agree and 1 means “Strongly Disagree.” Please, rate the following: Strongly Agree Agree Neutral Disagree Strongly Disagree Don't Know 1. Museums exhibits and cultural organizations provide enough diverse art and cultural activities 5 4 3 2 1 9 2. Cultural activities (such as art shows, film festivals, musicals, and live performances) contribute to the quality of life in Miami Beach 5 4 3 2 1 9 3. Cultural activities (such as movies in the park, music in the park, etc.) are family friendly and age appropriate 5 4 3 2 1 9 4. Miami Beach free or City sponsored art and cultural activities contribute to the quality of life in Miami Beach 5 4 3 2 1 9 5. Major events (such as boat/home/auto shows, 4th of July celebrations, expositions, food and wine festivals, etc.) contribute to the quality of life in Miami Beach 5 4 3 2 1 9 8. FEELING OF SAFETY. Please rate how safe you feel in the following areas of Miami Beach using a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe." How safe do you feel: Very Safe Safe Somewhat Safe Unsafe Very Unsafe Don't Know 1. In your neighborhood during the day 5 4 3 2 1 9 2. In your neighborhood during the evening/night 5 4 3 2 1 9 3. In business/commercial areas of the City during the evening/night 5 4 3 2 1 9 4. In City parks that currently have Park Rangers during park hours (South Pointe Park, Flamingo Park, Lummus Park, Maurice Gibb Memorial Park/Boat Ramp, North Shore Open Space, North Shore Youth Center) 5 4 3 2 1 9 5. In entertainment areas 5 4 3 2 1 9 6. During special events 5 4 3 2 1 9 7. Riding my bicycle in the City 5 4 3 2 1 9 8. Crossing an intersection in the City 5 4 3 2 1 9 9. PERCEPTIONS OF THE CITY. Please rate your satisfaction with each of the following using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." How Satisfied are you with: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Overall image of the City 5 4 3 2 1 9 2. Quality of life 5 4 3 2 1 9 3. The City of Miami Beach as a place to live 5 4 3 2 1 9 4. Overall quality of City services 5 4 3 2 1 9 5. Leadership provided by the City’s elected officials 5 4 3 2 1 9 6. City efforts to plan for growth 5 4 3 2 1 9 7. City efforts to prepare for the future 5 4 3 2 1 9 8. City efforts to prepare for disasters 5 4 3 2 1 9 9. City efforts to prevent crime 5 4 3 2 1 9 10. Value you receive for the City taxes you pay 5 4 3 2 1 9 11. City efforts to be a "green" or sustainable city 5 4 3 2 1 9 12. City efforts to reduce risk from rainfall and sea level rise 5 4 3 2 1 9 13. City regulation of residential development 5 4 3 2 1 9 14. City regulation of commercial development 5 4 3 2 1 9 15. Quality of local schools within Miami Beach 5 4 3 2 1 9 16. Capital improvement projects that have recently been completed by the City of Miami Beach 5 4 3 2 1 9 ©2019 ETC Institute Page 4 10. SUSTAINABILITY AND RESILIENCY Please rate your agreement with the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree." Please rate your level of agreement with the following statements: Strongly Agree Agree Neutral Disagree Strongly Disagree Don't Know 1. I am satisfied with the amount of tree canopy coverage in my neighborhood 5 4 3 2 1 9 2. I would like to see more trees in my neighborhood 5 4 3 2 1 9 3. Recycling, yard waste, and other waste diversion programs have reduced the amount of garbage I place in my trash can 5 4 3 2 1 9 4. I am informed about local climate change issues 5 4 3 2 1 9 5. I have observed increased flooding in my neighborhood 5 4 3 2 1 9 6. I’m satisfied with my building(s’) flood risk protections 5 4 3 2 1 9 7. I am satisfied with the City’s efforts to reduce pollution from stormwater runoff through filtration systems 5 4 3 2 1 9 8. I have taken steps to make my house more energy efficient 5 4 3 2 1 9 9. I have taken steps to make my house more water efficient 5 4 3 2 1 9 10. My household is prepared with food, water, and other supplies for an emergency, such as a natural disaster 5 4 3 2 1 9 11. I know where to get information during an emergency 5 4 3 2 1 9 11. LOCAL SCHOOLS. Please rate your satisfaction with each of the following using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." How Satisfied are you with: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Teacher recruitment / retention 5 4 3 2 1 9 2. Communication 5 4 3 2 1 9 3. Parental involvement / family support / youth and community engagement 5 4 3 2 1 9 4. Health and well-being 5 4 3 2 1 9 5. Student Achievement 5 4 3 2 1 9 6. Safety 5 4 3 2 1 9 7. Technology 5 4 3 2 1 9 12. Of the following capital improvement project types, which THREE would you select as the most important? (Only Check Three) ____ (1) More walking/biking friendly streets, greenways, and paths ____ (5) Bridge improvements ____ (2) Park improvements, for example neighborhood parks ____ (6) City facility improvements ____ (3) Water and sewer system improvements ____ (7) Stormwater and drainage improvements ____ (4) Roadways pavement improvements ____ (8) Waterway dredging 13. How supportive are you of the City of Miami Beach spending tax dollars to address sea-level rise? ____ (1) Very Supportive ____ (2) Supportive ____ (3) Neutral ____ (4) Not Supportive ____ (5) Not at all Supportive ____ (9) Don’t know 14. How willing would you be to pay more taxes for the City to set aside funding to maintain assets such as buildings, roads, streets, sidewalks and vehicles? ____ (1) Very willing ____ (2) Willing ____ (3) Neutral ____ (4) Not Willing ____ (5) Not at all willing ____ (9) I don’t know CODE ENFORCEMENT 15. Do you think the level of code enforcement in your neighborhood is: ____ (1) Too much/too restrictive ____ (2) Too little/not restrictive enough ____ (3) About right ____ (9) Don't know ©2019 ETC Institute Page 5 TRANSPORTATION & MOBILITY 16. If you are dissatisfied with MIAMI BEACH TROLLEY, please indicate which factors you are dissatisfied with. (Check all that apply.) ____ (1) Stop Amenities (bus bench, shelter, signage, trash receptacle, etc.) ____ (2) Reliability and service frequency ____ (3) Cleanliness of Trolley vehicles ____ (4) Cleanliness of Trolley stops ____ (5) Maintenance of Trolley vehicles ____ (6) Customer Service ____ (7) Too few Trolley stops ____ (8) Too many Trolley stops ____ (9) Other: __________________ 17. Which of the following is your PRIMARY and SECONDARY mode of transportation for trips within Miami Beach? (Write “1” for primary mode, and “2” for secondary mode below). ____ (1) Car/Automobile ____ (2) Biking ____ (3) Motorcycle/scooter ____ (4) Walking ____ (5) Public transportation ____ (6) County-operated transit service ____ (7) City-operated Trolley service ____ (8) Uber/Lyft/Rideshare ____ (9) Carpool ____ (10) Other: ______________________ 18. Which of the following is your PRIMARY mode of transportation for cross-causeway trips to the mainland? ____ (1) Car/Automobile ____ (2) Biking ____ (3) Motorcycle/scooter ____ (4) Walking ____ (5) Public transportation ____ (6) County-operated transit service ____ (7) City-operated Trolley service ____ (8) Uber/Lyft/Rideshare ____ (9) Carpool ____ (10) Other: ______________________ 19. Which of the following types of transportation would you consider most viable as an alternative to using a car for trips within Miami Beach? (Check all that apply.) ____ (1) Local bus circulators ____ (3) Express bus to mainland ____ (5) Light Rail/Modern Street Car ____ (2) Trolley car ____ (4) Bicycles ____ (6) Other: _________________ 20. Which of the following types of transportation would you consider most viable as an alternative to using a car for cross-causeway trips to the mainland? (Check all that apply.) ____ (1) Local bus circulators ____ (3) Express bus to mainland ____ (5) Light Rail/Modern Street Car ____ (2) Trolley car ____ (4) Bicycles ____ (6) Other: _________________ 21. Does anyone in your household regularly ride a bicycle? ____ (1) Yes ____(2) No 22. When crossing the street at an intersection what are you concerned or dissatisfied with? (Check all that apply.) ____ (1) Pedestrian safety (vehicles yielding to pedestrians) ____ (2) Insufficient signage/poor signage ____ (3) Length of wait time to cross ____ (4) Insufficient crossing time during walk phase 23. Please rate the availability of parking in Miami Beach by using a scale of 3 to 1, where 3 is “too much” and 1 “too little.” Please rate the following: Too much About right Too little Don't Know 1. Availability of on-street parking 3 2 1 9 2. Availability of garage parking 3 2 1 9 3. Availability of open lot parking 3 2 1 9 COMMUNICATION 24. Which sources do you utilize to obtain information about City government, issues, and events? (Check all that apply.) ©2019 ETC Institute Page 6 ____ (1) MB Magazine ____ (8) Radio (1670am) ____ (2) MBTV (City's TV Government channel) ____ (9) Forums/workshops/meetings ____ (3) Twitter ____ (10) City's E-Gov app ____ (4) Facebook ____ (11) Other news media: _______________________ ____ (5) City Website (www.miamibeachfl.gov) ____ (12) Via HOA's or other civic groups: _______________________ ____ (6) City e-mail news ____ (13) Police Department’s social media platforms ____ (7) Nextdoor App ____ (14) Text Messages 24-2. Which THREE of the communication channels listed above do you prefer? [Write-in your answers below using the numbers from the list in Question 25.] 1st: ____ 2nd: ____ 3rd: ____ CUSTOMER SERVICE 25. 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? _______ times [If more than "0" times, answer Question 26-2 & 26-3.] 25-2. What was the reason for your most recent contact? ____ (1) Pay a bill ____ (4) Pull a building permit/plan review ____ (7) Other: ________________ ____ (2) Visit an elected official ____ (5) Attend a program/event ____ (8) Don't remember ____ (3) Research an issue ____ (6) File a complaint 25-3. Please rate your agreement with the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree," based on your most recent interaction with City employees. Please rate your level of agreement with the following statements: Strongly Agree Agree Neutral Disagree Strongly Disagree Don't Know 1. The City of Miami Beach government is open and interested in hearing the concerns or issues of residents 5 4 3 2 1 9 2. It is easy to get a hold of someone at the City who can help you 5 4 3 2 1 9 3. City employees are courteous and professional 5 4 3 2 1 9 4. City employees possess the proper knowledge 5 4 3 2 1 9 5. During my most recent contact with the City, my request was processed in a timely manner. 5 4 3 2 1 9 26. If you needed to contact the City, which of the following methods would you likely use first? ____ (1) Phone ____ (4) Attend a community meeting ____ (7) Other: ____________________ ____ (2) Send e-mail ____ (5) Social media ____ (9) Don't know ____ (3) Contact a commissioner ____ (6) Visit City Hall or a department office 27. Which of the following best describes the way that tourism affects the quality of life for residents? ____ (1) Adds to the quality of life ____ (6) Detracts from the quality of life ____ (2) Neither adds nor detracts from your quality of life ____ (7) Expanded restaurant options ____ (3) Expanded shopping options ____ (8) Increased cultural opportunities ____ (4) Crowded restaurants ____ (9) Traffic congestion ____ (5) Don't know ____ (10) Other: ©2019 ETC Institute Page 7 28. Think for a moment about whether you would recommend the City of Miami Beach to family and friends as a place to live. Would you: ____ (1) Definitely recommend ____ (3) Probably not recommend ____ (9) Don't know ____ (2) Probably recommend ____ (4) Definitely not recommend 29. Please call the City Manager’s Office at (305)-673-7010 if you would like to participate in focus groups (facilitated discussion about this survey). DEMOGRAPHICS D1. Are you of Hispanic origin? ____ (1) Yes ____ (2) No D2. Which of the following best describes your race? ____ (1) African American/Black ____ (3) Asian, Hawaiian/Other Pacific Islander ____ (5) Other: _____________ ____ (2) American Indian or Alaska Native ____ (4) White D3. In what type of residence do you live? ____ (1) Single family home ____ (3) Multi-family complex ____ (2) Townhome or Condominium ____ (4) Other: _________________________ D4. Do you own or rent your current residence? ____ (1) Own ____(2) Rent D5. Approximately how many years have you lived in the City of Miami Beach? ________ years D6. What is your age? ________ years D7. What is the combined annual income of all members of your household from all sources before taxes? ____ (1) Under $35,000 ____ (3) $75,000 to $99,999 ____ (5) $150,000 or more ____ (2) $35,000 to $74,999 ____ (4) $100,000 to $149,999 D8. Do you have children in public school (grades K-12)? ____ (1) Yes [Answer Question 10-2.] ____ (2) No D10-2. What level of public school does your child/children attend? (Check all that apply.) ____ (1) Elementary ____ (2) Middle school ____ (3) High school ____ (9) Don't know D9. On average, how many months per year do you live in Miami Beach? ________ months D10. Your gender: ____ (1) Male ____ (2) Female This concludes the survey – Thank you for your time! Please return your completed survey in the enclosed postage-paid envelope addressed to: ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061 Your responses will remain Completely Confidential. The information printed to the right will ONLY be used to help identify which areas of the City are having problems with City services. If your address is not correct, please provide the correct information. Thank you! ©2019 ETC Institute Page 1 City of Miami Beach 2019 Business Survey Please take few minutes to complete this important survey. Your input will help the City of Miami Beach serve the needs of businesses better. When you are finished, please return your completed survey in the postage-paid envelope provided. You may also complete the survey online at www.MBBusinessSurvey.org. Thank You! 1. SATISFACTION WITH CITY SERVICES. City services provided by the City of Miami Beach are listed below. Please rate each service by circling the number to the right that corresponds to your rating. Please rate the following City services: Excellent Good Fair Poor Don't Know 1. Cleanliness of streets near your business 4 3 2 1 9 2. Cleanliness of canals/waterways 4 3 2 1 9 3. Condition of sidewalks (few or no cracks) 4 3 2 1 9 4. Condition of streets 4 3 2 1 9 5. Street lighting 4 3 2 1 9 6. Miami Beach trolley’s system 4 3 2 1 9 7. Miami Dade County’s bus service 4 3 2 1 9 8. Appearance and maintenance of the City's public buildings 4 3 2 1 9 9. Maintenance of parks 4 3 2 1 9 10. Landscape maintenance in right of way of City streets/public areas 4 3 2 1 9 11. Overall quality of the beaches 4 3 2 1 9 12. Garbage/trash collection 4 3 2 1 9 13. Police services 4 3 2 1 9 14. Emergency medical services 4 3 2 1 9 15. Fire services 4 3 2 1 9 16. Ocean rescue/lifeguard/beach patrol services 4 3 2 1 9 17. City's emergency/hurricane preparedness efforts 4 3 2 1 9 18. Efforts to address homelessness 4 3 2 1 9 19. Efforts to manage stormwater drainage and flooding 4 3 2 1 9 20. Reliability of potable (drinking) water 4 3 2 1 9 21. Reliability of sewer (wastewater) services 4 3 2 1 9 22. Quality of customer service 4 3 2 1 9 23. City efforts to keep businesses informed 4 3 2 1 9 2. Which FIVE of the City services listed above do you think are most important for the City to provide? [Write-in your answers below using the numbers from the list in Question 1.] 1st: ____ 2nd: ____ 3rd: ____ 4th: ____ 5th: ____ 3. During the past 12 months, how many times has your establishment been inspected? (e.g. for site plans, license, solicitation, signage, sanitation, property maintenance, zoning, noise, etc.) ________ times [If you have not been inspected, skip to Question 4.] 3-2. How satisfied are you with the consistency and fairness of City inspections? ___ (5) Very satisfied ___ (3) Neither satisfied nor dissatisfied ___ (1) Very dissatisfied ___ (4) Satisfied ___ (2) Dissatisfied ___ (9) Don't know ©2019 ETC Institute Page 2 4. FIRE DEPARTMENT. During the past 3 years how many times have you contacted or had any direct experience with the Miami Beach Fire Department? ________ times [If you have not been inspected, skip to Question 5.] 4-2. Please rate your agreement with the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree" based on your experience interacting with the Fire Department over the past three years. Please rate your level of agreement with the following statements: Strongly Agree Agree Neutral Disagree Strongly Disagree Don't Know 1. It was easy to get a hold of someone who could help you in the Fire Department 5 4 3 2 1 9 2. The employees who assisted me were courteous and professional 5 4 3 2 1 9 3. Fire Department employees possess the proper knowledge 5 4 3 2 1 9 4. The overall experience I had with the City Fire Department was good 5 4 3 2 1 9 5. The inspections by the Fire Department are consistent from one inspection to the next 5 4 3 2 1 9 6. The State Fire Code is fair 5 4 3 2 1 9 7. Professionalism of Fire Department staff conducting State fire code inspections 5 4 3 2 1 9 8. The Fire Department is open and interested in hearing the concerns or issues of businesses 5 4 3 2 1 9 5. CULTURE. Please rate your agreement with the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree." Please, rate the following: Strongly agree Agree Neutral Disagree Strongly Disagree Don't Know 1. Museums exhibits and cultural organizations provide enough diverse art and cultural activities 5 4 3 2 1 9 2. Cultural activities (such as art shows, film festivals, musicals, and live performances) contribute to the success of my business 5 4 3 2 1 9 3. Cultural activities (such as movies in the park, music in the park, etc.) are family friendly and age appropriate 5 4 3 2 1 9 4. Miami Beach free or City sponsored art and cultural activities contribute to the success of my business 5 4 3 2 1 9 5. Major events (such as boat/home/auto shows, 4th of July celebrations, expositions, food and wine festivals, etc.) help my business succeed 5 4 3 2 1 9 6. Do you think the Miami Beach Convention Center contributes positively to the overall value of doing business in Miami Beach? ____ (1) Yes ____ (2) No ____(9) Don't know 7. Do you think the level of Miami Beach tourism adds value to the business community? ____ (1) Yes ____ (2) No ____(9) Don't know ©2019 ETC Institute Page 3 8. FEELING OF SAFETY. Please rate how safe you and your employees feel in the following areas of Miami Beach using a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe." How Safe do you feel: Very Safe Safe Somewhat Safe Unsafe Very Unsafe Don't Know 1. In and around your place of business during the daytime? 5 4 3 2 1 9 2. In and around your place of business during the evening/night? 5 4 3 2 1 9 3. During special events 5 4 3 2 1 9 9. STREET LIGHTING. Do you think the amount of street lighting near your business is: ____ (1) Too much/too bright ____ (2) About right ____ (3) Too little/too dark ____(9) Don't know 10. PERCEPTIONS OF THE CITY. Please rate your satisfaction with each of the following using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." How Satisfied are you with: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Overall image of the City 5 4 3 2 1 9 2. Quality of life 5 4 3 2 1 9 3. Overall quality of City services 5 4 3 2 1 9 4. Leadership provided by the City’s elected officials 5 4 3 2 1 9 5. City efforts to plan for growth 5 4 3 2 1 9 6. City efforts to prepare for the future 5 4 3 2 1 9 7. City efforts to prepare for disasters 5 4 3 2 1 9 8. City efforts to prevent crime 5 4 3 2 1 9 9. Value you receive for the City taxes your business pays 5 4 3 2 1 9 10. City efforts to be a "green" or sustainable city 5 4 3 2 1 9 11. City efforts to reduce risk from rainfall and sea-level rise 5 4 3 2 1 9 12. City regulation of residential development 5 4 3 2 1 9 13. City regulation of commercial development 5 4 3 2 1 9 14. Quality of local schools 5 4 3 2 1 9 11. SUSTAINABILITY AND RESILIENCY. Please rate your agreement with the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree." Please rate your level of agreement with the following statements: Strongly Agree Agree Neutral Disagree Strongly Disagree Don't Know 1. Sustainability and Resiliency are important to my business 5 4 3 2 1 9 2. Tree canopy is sufficient adjacent to my business 5 4 3 2 1 9 3. I have taken steps to reduce solid waste, including recycling and reducing single-use plastic 5 4 3 2 1 9 4. I am informed about local climate change issues 5 4 3 2 1 9 5. I have observed increased flooding 5 4 3 2 1 9 6. I’m satisfied with my building(s) flood risk protections 5 4 3 2 1 9 7. I have taken steps to make my business more energy efficient 5 4 3 2 1 9 8. I have taken steps to make my business more water efficient 5 4 3 2 1 9 9. My business has a continuity of operations plan in the event of a disaster 5 4 3 2 1 9 ©2019 ETC Institute Page 4 12. What can the City do to improve your business sustainability practices? ____ (1) Provide an incentive program for the installation of energy efficiency and renewable energy upgrades ____ (2) Provide financial incentives to assist business to build sustainable practices ____ (3) Provide a procurement platform to assist business in purchasing more sustainable products ____ (4) Provide better information and guidance on sustainability and resiliency practices ____ (5) Recognize businesses that build sustainability into their operations, including reducing energy consumption ____ (6) Recognize businesses that reduce single-use plastics ____ (7) Other:________________________________________________________________________________ ____ (9) I don’t know Please, provide your email address if you have ideas on how the City can help businesses become more sustainable. __________________________________________________________________________________________________ 13. How supportive are you of the City of Miami Beach spending tax dollars to address sea-level rise? ____ (1) Very Supportive ____ (2) Supportive ____ (3) Neutral ____ (4) Not Supportive ____ (5) Not at all Supportive ____ (9) Don’t know 14. How willing would you be to pay more taxes for the City to set aside funding to maintain assets such as buildings, roads, streets, sidewalks and vehicles? ____ (1) Very willing ____ (2) Willing ____ (3) Neutral ____ (4) Not Willing ____ (5) Not at all willing ____ (9) I don’t know CODE ENFORCEMENT 15. Do you think the level of code enforcement and ordinance established by the City of Miami Beach near your business is: ____ (1) Too much/too restrictive ____ (2) About right ____ (3) Too little/not restrictive enough ____(9) Don't know TRANSPORTATION & MOBILITY 16. Over the past 12 months, how would you rate the effectiveness of public transit for employee commuting? ____ (4) Excellent ____ (3) Good ____ (2) Fair ____ (1) Poor ____ (9) Don't know 17. Which of the following has your business done to provide additional transit options for your employees? (Check all that apply.) ____ (1) Provide free or subsidized parking spots ____ (3) Coordinate carpool(s) ____ (5) None at this time ____ (2) Encourage public transit use ____ (4) Other: ____________________ 18. Which of the following best describe the availability of public and private parking for your customers? ____ (1) There are almost always parking places nearby ____ (4) There are almost never parking places nearby ____ (2) There are often parking spaces nearby ____ (9) Don't know ____ (3) There are seldom parking places nearby ©2019 ETC Institute Page 5 COMMUNICATION 19. Which sources do you utilize to obtain information about City government, issues, and events? (Check all that apply.) ____ (1) MB Magazine ____ (8) Radio (1670am) ____ (2) MBTV (City's TV Government channel) ____ (9) Forums/workshops/meetings ____ (3) Twitter ____ (10) City's E-Gov app ____ (4) Facebook ____ (11) Other news media: ________________________ ____ (5) City Website (www.miamibeachfl.gov) ____ (12) HOA's or other civic groups: _________________________ ____ (6) City e-mail news ____ (13) Police Department’s social media platforms ____ (7) Nextdoor App ____ (14) Text Messages 19-2. Which THREE of the communication channels listed above do you prefer? [Write-in your answers below using the numbers from the list in Question 19.] 1st: ____ 2nd: ____ 3rd: ____ CUSTOMER SERVICE 20. In 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? ________ times [If more than "0" times, answer Question 20-2 & 20-3.] 20-2. What was the reason for your most recent contact? ____ (1) Pay a bill ____ (4) Pull a building permit/plan review ____ (7) Other: ______________ ____ (2) Visit an elected official ____ (5) Attend a program/event ____ (8) Don't remember ____ (3) Research an issue ____ (6) File a complaint 20-3. Please rate your agreement with the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree," based on your most recent interaction with City employees. Please rate your level of agreement with the following statements: Strongly Agree Agree Neutral Disagree Strongly Disagree Don't Know 1. The City of Miami Beach government is open and interested in hearing the concerns or issues of residents 5 4 3 2 1 9 2. It is easy to get a hold of someone at the City who can help you 5 4 3 2 1 9 3. City employees are courteous and professional 5 4 3 2 1 9 4. City employees possess the proper knowledge 5 4 3 2 1 9 5. During my most recent contact with the City, I found the process to be user-friendly and easy to understand 5 4 3 2 1 9 6. During my most recent contact with the City, the requests made by my business were processed in a timely manner 5 4 3 2 1 9 7. During my most recent contact with the City, I was satisfied with the experience I had 5 4 3 2 1 9 ADDITIONAL QUESTIONS 21. What is the primary reason your business originally decided to locate in Miami Beach? 22. Compared to all you know or have heard about operating a business in other cities, how would you rate Miami Beach as a place to run a business? ____ (1) Better ____ (2) About the Same ____ (3) Worse ____ (9) Don't Know ©2019 ETC Institute Page 6 23. Compared to previous years, how you would currently rate the City of Miami Beach as a place to do business? ____ (1) Gotten Better ____ (2) About the Same ____ (3) Gotten Worse ____ (9) Don't Know 24. Think for a moment about whether you would recommend the City of Miami Beach to others as a place to run a business. Would you: ____ (1) Definitely recommend [Answer Question 24-2.] ____ (3) Probably not recommend ____ (9) Don't know ____ (2) Probably recommend [Answer Question 24-2.] ____ (4) Definitely not recommend 24-2. Why would you recommend other businesses to open an office in Miami Beach? 25. What are the three most significant challenges to the future growth and stability of your business? (Check all that apply) ____ (1) Cost of leasing or purchasing retail/commercial space ____ (2) Cost of technology ____ (3) Employee benefits (e.g. Healthcare) ____ (4) Finding good employees ____ (5) Lack of available capital ____ (6) Marketing /Promotion ____ (7) Transportation ____ (8) Taxes ____ (9) Other ____ (10) Don’t know 26. What, if anything, has been a barrier to establishing your business in Miami Beach? Please select the top three. ____ (1) Cost of leasing or purchasing retail/commercial space ____ (2) License application process ____ (3) Parking ____ (4) Permitting ____ (5) Taxes ____ (6) Zoning ____ (7) Other ____ (8) Don’t know 27. If you could receive support in one area to help advance your business, which of the items below would you choose? ____ (1) Access to capital ____ (2) Access to research and development (e.g. industry and consumer data/trends, etc.) ____ (3) Financial Literacy and Planning ____ (4) Marketing and Branding ____ (5) Operations (e.g. recruitment/retention; strategic planning; mentoring; etc.) ____ (6) Social media Optimization ____ (7) Technology and training ____ (8) Other______________________ ____ (9) Don’t know 28. Please call the City Manager’s Office at (305)-673-7010 if you would like to participate in focus groups (facilitated discussion about this survey). DEMOGRAPHICS D1. Are you an owner or manager at your business? ____ (1) Yes ____ (2) No [What is your role? _________________________________] D2. How long has your business been in the City of Miami Beach? ________ years D3. Approximately how many full-time employees does your business currently have? ________ employees D4. Approximately how many part-time employees does your business currently have? ©2019 ETC Institute Page 7 ________ employees D5. On average, what is the annual gross sales/revenue of your business? $__________ per year D6. How many locations do you have inside the City of Miami Beach? ________ locations D7. How many locations do you have outside the City of Miami Beach? ________ locations D8. What type of business is your establishment? ____(01) Manufacturing ____(07) Health care/medical/social services ____(02) Finance/insurance ____(08) Transportation/warehousing ____(03) Administrative and support services ____(09) Professional, scientific/technical services ____(04) Wholesaler/distributor ____(10) Real estate and rental and leasing ____(05) Retail trade ____(99) Other: _________________________ ____(06) Accommodation and food services This concludes the survey – Thank you for your time! Please return your completed survey in the enclosed postage-paid envelope addressed to: ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061 Your responses will remain Completely Confidential. The information printed to the right will ONLY be used to help identify which areas of the City are having problems with City services. If your address is not correct, please provide the correct information. Thank you.