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LTC 190-2024 Summary Results of the 2024 Community Satisfaction SurveyMIAMI BEACH OFFICE OF THE CITY MANAGER LTC# LETTER TO COMMISSION TO: FROM: DATE: SUBJECT: Honorable Mayor Steven Meiner and Members of the City Commission Rickele wIiams, Interim city Manager /L/ May 17, 2024 Summary Results of the 2024 Community Satisfaction Survey The purpose of this Letter to Commission (L TC) is to provide the summary results of the 2024 Community Satisfaction Survey. The survey includes the priorities and perceptions of our community with both resident and business feedback. The results are overall very positive and reflect the intentional efforts of the City Commission and Administration working together to strategically invest in resources for services that residents and businesses care about the most. The results are also an opportunity to recognize dedicated employees that deliver these services through leadership, strategic initiatives, and day-to-day operations. Opportunities for improvement are also important insights to inform the FY 25 budget process. The survey questions were provided through Letter to Commission on December 19, 2023. The survey was conducted between the months of February and April 2024 via mail, phone, and on line. Language options included English, Spanish, and Creole. A total of 1,300 surveys were completed by residents and a total of 610 surveys by businesses with+/- 2.7% and+/- 3.9% margin of error respectively. The survey was led by ETC, Inc, a market research consulting firm that has specialized in the design and administration of market research for governmental organizations since 1982. Selected though a competitive procurement process, ETC is familiar with the City of Miami Beach and has consistency in survey methods, having conducted surveys here since 2016. Notable survey highlights are included below with further details included in Attachment A. 1. Perceptions of the city's image and efforts to prevent crime have improved significantly 2. Satisfaction with city services has increased significantly 3. Residents and business leaders feel much safer than they did two-years ago 4. Ratings for customer service by city employees have increased significantly 5. Miami Beach is setting the standard for the delivery of many city services Top opportunities for improvements include: • Efforts to address homelessness • Stormwater management • Cleanliness of streets & canals/waterways • Street and sidewalk improvements The final survey reports and link to an online dashboard will be hosted on the City of Miami Beach Management and Budget webpage once finalized. Please contact me or Amy Knowles, Chief Resilience Officer, at amyknowles@miamibeachfl.gov for any additional information. Attachment A: Survey Summary We"A 190-2024 2024 Resident & Business Surveys Findings PRESENTED BY ETC INSTITUTE MAY 15, 2024 1 ETC Institute is the Nation’s Leading Provider of Market Research for Local Governments For more than 35 years, our mission has been to help local governments gather and use survey data to help make better decisions 2 Agenda Purpose, Methodology, and Demographics 6 Things to Remember Other Findings Summary Questions 3 Purpose To objectively assess satisfaction with the delivery of City services among residents & business leaders To gather input from residents and business leaders to help City leaders set priorities for the community To track the City’s performance against itself and other communities over time 4 Methodology: Resident Survey Survey Description Similar to previous surveys conducted by ETC Institute. The last survey was conducted in 2022. Survey was conducted in English, Spanish and Creole. Method of Administration Administered by mail, phone and online. ETC Institute encouraged participation with texts, emails, and social media ads. Sample The sample was designed to ensure the results would be statistically valid for five subareas of the City (South Pointe, South Beach, the Condo Corridor, Midbeach, and Northbeach) Margin of Error 1,300 completed surveys were collected +/-2.7% at the 95% level of confidence 5 Good Representation by AGE 6 RESIDENT SURVEY 19.6% 20.2% 20.2% 19.7%20.3% 18-34 35-44 45-54 55-64 65+ What is your Age? by percentage of respondents (excluding not provided) Good Representation by RACE Distribution Is Similar to the Census 7 RESIDENT SURVEY Which Of The Following Best Describes Your Race? by percentage of respondents 0% 1% 2% 4% 34% 56% 0% 0% 2% 4% 35% 56% Native Hawaiian or other Pacific Islander American Indian or Alaska Native Asian or Asian Indian Black or African American White or Caucasian-Not Hispanic Hispanic, Spanish, or Latino/a/x 0.00%10.00%20.00%30.00%40.00%50.00%60.00% Census Sample Good Representation by YEARS OF RESIDENCY 8 RESIDENT SURVEY Approximately How Many Years Have You Lived In The City Of Miami Beach? by percentage of respondents (excluding not provided) 26% 19% 12% 12% 18% 14% 0-5 years 6-10 years 11-15 years 16-20 21-30 31+ Good Representation by INCOME What Is Your Combined Annual Income of All Members Of Your Household From All Sources Before Taxes? by percentage of respondents 9 RESIDENT SURVEY 11% 22% 20% 16% 17% 16% Under $35K $35K to $74,999 $75K to $99,999 $100K to $149,999 Location of RESIDENT Survey Respondents Good representation of responses throughout the City. There were a total of 1,301 respondents. The number by area is provided below: •144 South Pointe •385 South Beach •250 Midbeach •206 Condo Corridor •315 Northbeach Miami Beach 2024 Resident Survey Respondents 10 Survey Description Similar to previous surveys conducted by the City. The last survey was conducted in 2022. Method of Administration Administered by mail, phone and online. Survey was conducted in English, Spanish and Creole. Sample The sample was designed to ensure the results would be statistically representative of the City’s diverse business population. Margin of Error 610 completed surveys were collected +/-3.9% at the 95% level of confidence 11 Methodology: Business Survey Most of the Respondents Were the Owner or Senior Manager 12 99% 1% Yes No Are You an Owner or Manager At Your Business? by percentage of respondents (excluding not provided) There Was Good Representation by Years of Operation in Miami Beach 13 17% 19% 17% 24% 24% 0-2 years 3-5 years 6-10 years 11-20 years 21+ years How Long Has Your Business Been in the City Of Miami Beach? by percentage of respondents (excluding not provided) All Types of Businesses Were Represented in the Survey 14 20% 19% 16% 14% 9% 6% 4% 3% 2% 1% 7% Professional, scientific/technical services Retail trade Accommodation & food services Real estate, rentals, & leasing Health care/medical/social services Finance/insurance Administrative & support services Wholesaler/distributor Transportation/warehousing Manufacturing Other 0%20% What Type of Business Is Your Establishment? by percentage of respondents Miami Beach 2024 Business Survey Respondents 15DRAFT Location of BUSINESS Survey Respondents Good representation of responses throughout the City. There were a total of 610. respondents. The number by area is provided below: •317 South Beach/South Pointe •139 Midbeach •154 Condo Corridor/ Northbeach Things to Remember 16 1.Perceptions of the City’s Image and Efforts to Prevent Crime Have Improved Significantly 2.Satisfaction with City Services Has Increased Significantly 3.Residents and Business Leaders Feel Much Safer than They Did 2 Years Ago 4.Ratings for Customer Service by City Employees Have Increased Significantly 5.Miami Beach is Setting the Standard for the Delivery of Many City Services 6.Top Opportunities for Improvement: •Efforts to address homelessness •Stormwater management •Cleanliness of streets & canals/waterways •Street and sidewalk improvements Perceptions of the City’s Image and Efforts to Prevent Crime Have Improved Significantly THINGS TO REMEMBER #1 17 4% or more HIGHER than 2022 4% or more LOWER than 2022 RESIDENT SURVEY Resident Perceptions of the City Have Improved! 74% 70% 66% 65% 56% 48% 46% 44% 44% 43% 40% 67% 65% 51% 59% 60% 30% 43% 48% 36% 39% 36% 0%20%40%60%80%100% The City of Miami Beach as a place to live Quality of life Overall image of the City Overall quality of City services City efforts to prepare for disasters City efforts to prevent crime Leadership provided by the City's elected… Quality of public schools Value you receive for the City taxes you pay City efforts to be a "green" or sustainable city City efforts to reduce risk from rainfall and…2024 2022 Biggest Increases •Efforts to Prevent Crime (+18%) •Image of the City (+15%) •Value for City Taxes and Fees (+8%) •Overall Satisfaction with City Services (+6%) Biggest Decreases •Quality of Public Schools (-4%) •Efforts to Prepare for Disasters (-4%) % of Resident Who Were Very Satisfied/Satisfied 18 4% or more since 2022 4% or more since 2022 68% 65% 64% 60% 51% 50% 48% 45% 44% 43% 43% 40% 38% 51% 47% 55% 51% 35% 32% 39% 38% 40% 46% 40% 28% 34% 0%20%40%60%80% Quality of life Overall image of the City City efforts to prepare for disasters Overall quality of City services City efforts to be a "green" or sustainable city City efforts to prevent crime Quality/types of businesses & industries Efforts to reduce risk from rainfall/sea-level rise Leadership by the City's elected officials Quality of public schools City efforts to prepare for the future Quality and availability of skilled employees Value you receive for City taxes 2024 2022 4% or more HIGHER than 2022 4% or more LOWER than 2022 BUSINESS SURVEY Business Perceptions of the City Have Also Improved! Biggest Increases •Efforts to Prevent Crime (+18%) •Image of the City (+18%) •Quality of Life (+17%) Significant Decreases •None % of Business Survey Respondents Who Were Very Satisfied/Satisfied 19 4% or more since 2022 4% or more since 2022 Satisfaction with City Services Has Increased Significantly THINGS TO REMEMBER #2 20 Satisfaction Increased Significantly in 14 of 29 Major Categories Assessed Only 2 Areas Decreased Significantly 4% or more HIGHER than 2022 4% or more LOWER than 2022 Resident Satisfaction with Major City Services Highest Rated Items (2024 vs 2022) RESIDENT SURVEY % Excellent/Good 21 93% 89% 87% 86% 85% 84% 84% 81% 76% 75% 72% 71% 71% 71% 95% 90% 90% 82% 83% 87% 79% 80% 79% 73% 65% 69% 62% 73% 0%20%40%60%80%100% Fire services Ocean rescue/lifeguard/beach patrol services Emergency medical services Quality of parks and recreation programs Maintenance of parks City's emergency/hurricane preparedness… Overall quality of the beaches Availability of green space near your home Appearance and maintenance of the City's… Garbage/trash collection Quality of Police services Landscape maintenance of rights of way along… Availability of Police in your neighborhood Reliability of potable (drinking) water 202 3 4% or more since 2022 4% or more since 2022 Biggest Increases •Efforts to address homelessness (+14%) •Cleanliness of streets in business/commercial areas (+9%) •Quality of customer service (+9%) •Availability of police in your neighborhood (+9%) •Condition of streets (+9%) •Quality of public engagement efforts (+8%) •Cleanliness of canals/ waterways (+7%) •Quality of police services (+7%) 4% or more HIGHER than 2022 4% or more LOWER than 2022 Biggest Decreases •MD County Bus Service (-7%) •MB Trolley Service (-7%) RESIDENT SURVEY % Excellent/Good 22 Resident Satisfaction with Major City Services Lowest Rated Items (2024 vs 2022) 66% 66% 65% 64% 63% 63% 56% 52% 47% 43% 42% 42% 42% 34% 58% 66% 72% 60% 54% 60% 47% 43% 54% 37% 38% 38% 35% 20% 0%20%40%60%80%100% Quality of public engagement efforts Reliability of sewer (wastewater) services Miami Beach trolley system Cleanliness of streets in your neighborhood Quality of customer service Street lighting Cleanliness of streets in business/commercial… Condition of streets Miami Dade County's bus service Availability of recycling in public places Condition of sidewalks (few or no cracks) Efforts to manage stormwater drainage and… Cleanliness of canals/waterways Efforts to address homelessness 2024 2022 4% or more since 2022 4% or more since 2022 Satisfaction Increased Significantly in 15 of 23 Major Categories Assessed Only 2 Areas Decreased Significantly 4% or more since 2022 4% or more since 2022 Business Satisfaction with Major City Services Highest Rated Items (2024 vs 2022) BUSINESS SURVEY % Excellent/Good 23 87% 85% 84% 83% 82% 80% 77% 77% 74% 73% 71% 67% 87% 90% 87% 79% 76% 74% 62% 67% 62% 65% 65% 71% 0%20%40%60%80%100% Emergency medical services Fire services Ocean rescue/lifeguard/beach patrol Emergency/hurricane preparedness Maintenance of parks Overall quality of the beaches Police services Maintenance of public buildings Garbage/trash collection Maintenance in right-of-way Reliability of potable (drinking) water Miami Beach trolley system 2024 2021 Biggest Increases •Efforts to Address Homelessness (+16%) •Police Services (+15%) •Cleanliness of Streets (+12%) •Garbage/trash collection (+12%) •Cleanliness of Canals/ Waterways (+12%) •Efforts to manage stormwater (+11%) 4% or more since 2022 4% or more since 2022 Biggest Decreases •Fire services (-5%) •MB Trolley Service (-4%) BUSINESS SURVEY % Excellent/Good 24 Business Satisfaction with Major City Services Lowest Rated Items (2024 vs 2022) 66% 65% 62% 62% 58% 56% 55% 54% 54% 47% 39% 68% 53% 65% 54% 50% 44% 48% 53% 43% 50% 23% 0%20%40%60%80%100% Street lighting Cleanliness of streets near your business Reliability of sewer (wastewater) services City efforts to keep businesses informed Quality of customer service Cleanliness of canals/waterways Condition of streets Miami-Dade County's bus service Efforts to manage stormwater drainage and… Condition of sidewalks (few or no cracks) Efforts to address homelessness 2024 2022 Residents and Business Leaders Feel Much Safer than They Did 2 Years Ago THINGS TO REMEMBER #3 25 Ratings for Safety Improved in All Areas 26 88% 74% 61% 54% 53% 52% 84% 66% 58% 40% 37% 38% 0%20%40%60%80%100% In your neighborhood during the day In City parks that currently have Park Rangers In your neighborhood during at night During special events In entertainment areas In commercial areas during the evening/night 2024 2022 How Safe Residents Feel RESIDENT SURVEY Biggest Increases •In Entertainment Areas (+16%) •In Commercial Areas During Evening/Night (+14%) •During Special Events (+14%) Biggest Decreases •NONE % Very Safe/Safe 4% or more since 2022 4% or more since 2022 RESIDENT SURVEY Items rated 2022 2024 Wave 1 (Feb 15-Mar 13) N=741 2024 Wave 2 (Apr 10-30) N=559 2024 Total % who felt very safe or safe during special events 40%46%64%54% % who felt safe or very in entertainment areas 37%45%64%53% % who felt safe in commercial areas during the evening/at night 38%46%61%52% % who rated the overall quality of police services as excellent or good 65%69%75%72% Impact of Spring Break Initiatives on Public Safety/Police Ratings +18 +19% +15% +6% 27 4% or More than 2019 4% or More han 2019 28 How Safe Business Leaders FeelBUSINESS SURVEY Biggest Increases •During Special Events (+21%) •In and Around Your Business at Night(+18%) Biggest Decreases •NONE % Very Safe/Safe 4% or more since 2022 4% or more since 2022 78% 60% 59% 71% 42% 39% 0%20%40%60%80%100% In and around your place of business during the daytime In and around your place of business during the evening/night During special events 2024 2022 Ratings for Safety Improved in All Areas BUSINESS SURVEY Items rated 2022 2024 Wave 1 (Feb 15-Mar 13) N=293 2024 Wave 2 (Apr 10-30) N=317 2024 Total % who felt very safe or safe in and around their place of business during the daytime 71%76%79%78% % who felt safe or very in and around your place of business during the evening/night 42%58%62%60% % who felt safe during special events 38%54%64%59% % who rated the overall quality of police services as excellent or good 62%72%82%77% Impact of Spring Break Initiatives on Public Safety/Police Ratings +3 +4% +9% +10% 29 Ratings for Customer Service By City Employees Have Increased Significantly THINGS TO REMEMBER #4 30 >4% HIGHER than 2019 >4% LOWER than 2019 Resident Ratings for Customer Service Improved in All Areas 31 RESIDENT SURVEY Biggest Increases •How easy it is to contact someone at the city (+14%) •Ratings of the City’s Efforts to Listen to Resident Concerns (+10%) Biggest Decreases •NONE % Strongly Agree/Agree 59% 54% 69% 57% 60% 49% 40% 65% 52% 55% 0%20%40%60%80%100% The City of Miami Beach government is open and interested in hearing the concerns or issues of residents It is easy to contact someone at the City who can help you City employees are courteous and professional City employees possess the proper knowledge During my most recent contact with the City, my request was processed in a timely manner 2024 2022 Level Of Agreement With Customer Service 4% or more HIGHER than 2022 4% or more LOWER than 2022 31 4% or more since 2022 4% or more since 2022 >4% HIGHER than 2019 >4% LOWER than 2019 Resident Ratings for Customer Service Improved Most Areas 32 BUSINESS SURVEY Biggest Increases •City employees possess proper knowledge (+18%) •City is open/interested in hearing concerns/issues of businesses (+8%) •I was satisfied with my experience (+8%) Biggest Decreases •NONE % Strongly Agree/Agree Level of Agreement With Customer Service 67% 63% 52% 49% 48% 45% 39% 60% 45% 44% 45% 40% 46% 34% 0%20%40%60%80% City employees are courteous and professional City employees possess the proper knowledge During my most recent contact with the City, I was satisfied with the experience I had During my most recent contact with the City, the requests made by my business were processed in a timely manner The City of Miami Beach government is open and interested in hearing the concerns or issues of businesses During my most recent contact with the City, I found the process to be user-friendly and easy to understand It is easy to contact someone at the City who can help you 4% or more HIGHER than 2022 4% or more LOWER than 2022 32 4% or more since 2022 4% or more since 2022 Miami Beach is Setting the Standard for the Delivery of Many City Services THINGS TO REMEMBER #5 33 >4% HIGHER than National >4% LOWER than National 34 Perceptions of the City Miami Beach Resident vs Florida Average vs National Average >4% HIGHER than National >4% LOWER than National 35 Satisfaction with Major City Services Miami Beach Resident vs Florida Average vs National Average >4% HIGHER than National >4% LOWER than National 36 Satisfaction with Major City Services (continued) Miami Beach Resident vs Florida Average vs National Average >4% HIGHER than National >4% LOWER than National 37 Parks and Recreation Miami Beach Resident vs Florida Average vs National Average >4% HIGHER than National >4% LOWER than National 38 Cleanliness of the City Miami Beach Resident vs Florida Average vs National Average >4% HIGHER than National >4% LOWER than National 39 Percentage of Residents Who Feel Very Safe/Safe Miami Beach Resident vs Florida Average vs National Average There Are Opportunities for Improvement THINGS TO REMEMBER #5 40 41 Among 29 major categories of city services that were assessed, the top 6 opportunities for improvement to enhance overall satisfaction with City services are listed above. Cleanliness-Related Should Continue Be Considered as Lower-Cost Opportunities. Stormwater Drainage and Sidewalk Ratings Are Below the National Average 42 Importance-Satisfaction Ratings Category of Service Most Important % Most Important Rank Satisfaction %Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank High Priority (I-S = 0.10-0.20) Efforts to address homelessness 28.8%3 33.8%28 0.1907 1 Efforts to manage stormwater drainage and flooding 26.9%4 42.3%26 0.1552 2 Cleanliness of streets in your neighborhood 41.8%1 64.3%18 0.1492 3 Cleanliness of canals/waterways 21.3%8 42.1%27 0.1233 4 Condition of sidewalks (few or no cracks)21.0%9 42.3%25 0.1212 5 Condition of streets 23.3%6 51.7%22 0.1125 6 Summary Things to Remember 43 1.Perceptions of the City’s Image and Efforts to Prevent Crime Have Improved Significantly 2.Satisfaction with City Services Has Increased Significantly 3.Residents and Business Leaders Feel Much Safer than They Did 2 Years Ago 4.Ratings for Customer Service by City Employees Have Increased Significantly 5.Miami Beach is Setting the Standard for the Delivery of Many City Services 6.Top Opportunities for Improvement: •Efforts to address homelessness •Stormwater management •Cleanliness of streets & canals/waterways •Street and sidewalk improvements Questions? THANK YOU!