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Miami Beach COMMUNITY SATISFACTION SURVEY DR PHILLIP DOWNSCity of Miami Beach Community Satisfaction Survey May 2014 Kerr & Downs Research Phillip Downs, Ph.D. Joseph St. Germain, Ph.D. Nicole Pick Rachael Powell 850.906.3111 pd@kerr-downs.com 1 Study Purpose 3 Methodology 7 Contextual Comments 10 Residential Survey Findings 11 Business Survey Findings 98 Strategic Recommendations 203 2 Table of Contents 2 Study Purpose 3 3 Assess the community’s pulse on critical issues Involve a representative group of residents and businesses Use results as part of the City of Miami Beach’s strategic planning process Compare results to historic findings and to other municipalities Include a broad range of issues Study Purpose 4 4 Topics – Residents Quality of life City services Historic preservation & development Public safety City destinations, cultural events & attractions Recreation & parks Value of City services Communication preferences Interacting with City government City’s website Demographics Study Purpose 5 5 Topics – Businesses Reasons for locating businesses in Miami Beach City services Planning, zoning & construction Historic preservation & development Public safety City destinations, cultural events & attractions Value of City services Communication preferences Interacting with City government Perceptions of City’s attitudes toward businesses Code inspections Demographics Study Purpose 6 6 Methodology Telephone interviews February & March, 2014 7 7 Sample size & Sampling error - Residential # of Sampling Confidence Residential Area Population Interviews error level South Beach & Belle Isle 33,272 380 ±5% 95% South Pointe 3,422 346 ±5% 95% North Beach 31,039 380 ±5% 95% Condo Corridor Middle 10,579 371 ±5% 95% Mid Beach & The Islands 13,543 374 ±5% 95% Totals 91,855 1,851 Methodology 8 8 Sample size & Sampling error - Businesses # of # of Sampling Confidence Business Area Businesses Interviews error level North Beach 1,571 309 ±5% 95% Mid Beach 1,447 304 ±5% 95% South Beach 4,004 351 ±5% 95% Totals 7,022 964 Methodology¹ 9 ¹There are more slides on methodology at the end if the reader is interested. 9 Contextual Comments This survey represents the most exhaustive and representative feedback City government receives from residents and businesses Residents and business owners are brutally honest in their ratings; nonetheless: 4 out of 5 residents and business owners would recommend the City of Miami Beach, and Residents rate the quality of life as very high Responses to many questions in the survey are highly correlated, i.e., if traffic is an issue (as it is to a majority of residents), then ratings of other City-services are influenced Perceptions change slowly Findings 10 10 Residential Survey Findings 11 11 Quality of Life 12 12 Quality of life 72% of residents 65 or older rated quality of life as excellent or good. 81% of married people with children at home rated quality of life as excellent or good. 75% of divorced or separated people with children at home rated quality of life as excellent or good. 13 13 How to best improve quality of life in the City of Miami Beach NA1 14 1 Not included as a response in 2012 14 Rating for Miami Beach compared to a few years ago 15 15 Likelihood of recommending Miami Beach as a place to live 16 16 City Services 17 17 Highest Rated City Issues for Residents in 2014* *% of Excellent + Good ratings. 18 18 Lowest Rated City Issues for Residents in 2014* *% of Excellent + Good ratings. 19 19 Satisfaction with public schools* *Residents with children in Miami Beach public schools. 20 20 Reason for dissatisfaction with public schools 21 21 Satisfaction with public schools 22 22 Cleanliness of streets In neighborhoods In business areas 23 23 Cleanliness of canals/waterways 24 24 Storm drainage 25 25 Sidewalks 26 26 Adequacy of street lighting 27 27 Appearance and maintenance of City’s public buildings 28 28 Overall quality of the beaches 29 29 Recreation programs 30 30 Appearance of playgrounds 31 31 Maintenance of parks 32 32 Landscape maintenance 33 33 Garbage/trash collection 34 34 Addressing of homelessness 35 35 City’s efforts to be a “green” or sustainable city 36 36 Is there an area of the City that needs to be improved * Top areas for improvement were South Beach, Washington Avenue, North Beach, Collins Avenue, and Alton Road. 37 37 City’s ability to meet expectations for City services 65% of residents 65 or older rated the City’s ability to meet expectations as excellent or good. 63% of married people with children at home rated the City’s ability to meet expectations as excellent or good. 36% of divorced or separated people with children at home rated the City’s ability to meet expectations as excellent or good. 38 38 Level of code enforcement 39 39 Reasons for too little code enforcement 40 40 Reasons for too much code enforcement 41 41 Level of neighborhood noise 42 42 Level of neighborhood noise 43 43 Reasons for way too much neighborhood noise 44 44 Support for spending tax dollars to address rising sea levels 45 45 Historic Preservation and Development 46 46 Effectiveness of historic preservation efforts 47 47 Efforts to regulate development 48 48 Transportation and Parking 49 49 Availability of parking 50 50 Traffic flow 51 51 Condition of roads 52 52 Availability of bicycle paths/lanes 53 53 Primary mode of transportation 54 54 Alternative methods of transportation* *Willing to use. 55 55 Willing to reduce on-street parking on main streets to provide for: NA1 56 1 Not included as a response in 2012 56 Willing to reduce on-street parking on main streets to provide for: 57 57 Safety 58 58 Police department 59 59 Emergency medical response 60 60 Fire department 61 61 Ocean rescue/lifeguard/beach patrol 62 62 Emergency/hurricane preparedness 63 63 Neighborhood safety during the day 64 64 Neighborhood safety during the evening/night 65 65 Business/commercial area safety during the evening/night 66 66 Culture/Entertainment/Tourism 67 67 Number of museums 68 68 Number of cultural activities 69 69 Number of family friendly activities 70 70 Number of major events 71 71 Number of restaurants 72 72 Number of bars & nightclubs 73 73 Average attendance at various City venues 74 74 Visited various business areas in Miami Beach: 75 75 Management of special events 76 76 Effect of tourism industry on quality of life 77 77 Economy/Taxes 78 78 Value of City services for tax dollars paid 79 79 Capital improvement projects 80 80 Communication 81 81 Source of information about the City 82 82 Value of information sent by the City1 83 1 17% of residents did not receive information 83 Number of times residents contacted the City within the past 12 months 84 84 Reason for most recent City contact 85 85 Method of Contact 86 86 Customer Service 87 87 Easy to find a City customer service representative 88 88 City employee was courteous and professional 89 89 City employee had proper training and knowledge 90 90 Satisfied with experience of contacting the City 91 91 City is open to hearing residents’ concerns or issues 92 92 Website 93 93 Visited the City’s website 94 94 Satisfaction with City’s website 95 95 Demographics 96 96 White (93%) Evenly split between Hispanic/Latino (50%) and not (50%) Of Hispanics living in Miami Beach, 30% were born in Cuba and 27% were born in the United States Live in an apartment or condo (69%) Homeowner (79%) Lived in Miami Beach for 18 years 49 years of age Earns $58,000 per year Married (53%) Speaks English at home (79%) Lives in Miami Beach year round Female (51%) Demographic Profile 97 97 Business Survey Findings 98 98 Ratings of City Services 99 99 Reason for locating business in Miami Beach 100 100 Highest rated City issues for Businesses in 2014* *% of Excellent + Good ratings. 101 101 Lowest rated City issues for Businesses in 2014* *% of Excellent + Good ratings. 102 102 Cleanliness of streets in business areas 103 103 Cleanliness of canals/waterways 104 104 Storm drainage 105 105 Condition of sidewalks 106 106 Appearance and maintenance of the City’s public buildings 107 107 Overall quality of the beaches 108 108 Maintenance of parks 109 109 Landscape maintenance 110 110 Garbage/trash collection 111 111 City’s ability to address homelessness 112 112 City’s efforts to be a “green” or sustainable city 113 113 Planning/Zoning/Construction 114 114 Public property inspections 115 115 Satisfaction with fairness of inspections 116 116 Level of code enforcement 117 117 Historic Preservation and Development 118 118 Effectiveness of historic preservation efforts 119 119 Efforts to regulate development 120 120 Transportation and Parking 121 121 Effectiveness of public transit system in bringing customers to businesses 122 122 Effectiveness of public transit system in bringing employees to businesses 123 123 Rating for the condition of roads 124 124 Availability of customer parking 125 125 Rating for traffic flow 126 126 Safety Ratings 127 127 Police department 128 128 Emergency medical response 129 129 Fire department 130 130 Ocean rescue/lifeguard/beach patrol 131 131 Emergency/hurricane preparedness 132 132 Safety in commercial areas during the day 133 133 Safety in commercial areas during the evening/night 134 134 Amount of street lighting at night 135 135 Culture/Entertainment/Tourism 136 136 Number of restaurants 137 137 Number of nightclubs 138 138 Number of museums 139 139 Number of cultural activities 140 140 Number of family friendly activities 141 141 Number of major events 142 142 Management of special events 143 143 Economy/Taxes 144 144 Value of City services for tax dollars paid 145 145 Preferred level of improvements to the Miami Beach Convention Center 146 146 Effect of the Miami Beach Convention Center on your business 147 147 Effect of tourism on your business 148 148 Communication 149 149 Sources of information about the City 150 150 Value of information sent by the City 151 151 Contact with the City 152 152 Reasons why businesses contact with the City 153 153 Method of contact with the City 154 154 Customer Service 155 155 Easy to find a City customer service representative 156 156 City employee was courteous and professional 157 157 City employee had proper training and knowledge 158 158 Process for contacting the City is user-friendly and easy to understand 159 159 Business requests were processed in a timely fashion 160 160 Satisfied with City customer service representative 161 161 City is open to businesses’ concerns 162 162 How the City can ensure business success NA1 NA1 NA1 163 1 Not included as a response in 2012 163 Website 164 164 Visited the City’s website 165 165 Satisfaction with City’s website 166 166 Code Inspections 167 167 Number of times inspected by the Building Department in the past three years 168 168 Easy to get service at the Building Department 169 169 Building Department employees were courteous and professional 170 170 Building Department employees had proper knowledge and training 171 171 Satisfied with interaction with the Building Department 172 172 Building Department inspections were consistent over time 173 173 Building Department inspections were fair 174 174 Building Department is open to hearing concerns or issues of businesses 175 175 Number of inspections by the Fire Department 176 176 Easy to get service at the Fire Department 177 177 Fire Department employees were courteous and professional 178 178 Fire Department employees had proper knowledge and training 179 179 Satisfied with interaction with the Fire Department 180 180 Fire Department inspections were consistent over time 181 181 Fire Department inspections were fair 182 182 Fire department is open to hearing concerns or issues of businesses 183 183 Number of times inspected by the Planning Department in the past three years 184 184 Easy to get service at the Planning Department 185 185 Planning Department employees were courteous and professional 186 186 Planning Department employees had proper knowledge and training 187 187 Satisfied with interaction with the Planning Department 188 188 Planning Department inspections were consistent over time 189 189 Planning Department inspections were fair 190 190 Planning Department is open to hearing concerns or issues of businesses 191 191 Building, Fire & Planning Departments 1 Strongly agree + agree 192 192 City Government 193 193 Performance in meeting my expectations 194 194 Miami Beach as a place to run a business 195 195 Miami Beach as a place to run a business compared to previous years 196 196 Likelihood of recommending Miami Beach as a place to run a business 197 197 Support spending tax dollars to address rising sea levels 198 198 Support spending tax dollars to build a rapid transit system 199 199 Most important challenges facing businesses 200 200 Business Profile 201 201 93% - owners/managers Been in business 12 years Had 5 employees Had annual revenue of $525,000 Had one Miami Beach Location Had no locations outside Miami Beach Type of business 18% retail 17% professional services Business Profile 202 202 Strategic recommendations 203 203 Residents The following slides present issues, that if improved, have the best chance of increasing residents’ perceived value of City government and satisfaction with living in Miami Beach. Strategic recommendations 204 204 Improve residents’ views of City government by: Increasing positive experiences with City officials Open to residents’ issues & concerns Customer service Knowledgeable Easy to contact/find someone Courteous Professional Strategic recommendations 205 205 Improve residents’ views of City government by: Increasing satisfaction with local public schools Faculty & staff Curriculum Class/school size Violence/lack of discipline Strategic recommendations 206 206 Improve residents’ views of City government by: Increasing satisfaction with regulation Code enforcement Regulate growth & development Noise, disturbances, & crowd management during major events Strategic recommendations 207 207 Improve residents’ views of City government by: Increasing satisfaction with cleanliness (priority order) Canals/waterways Neighborhood streets Commercial area streets Homelessness City buildings Beaches Strategic recommendations 208 208 Improve residents’ views of City government by: Increasing satisfaction with logistics Traffic flow Parking Road conditions Strategic recommendations 209 209 Satisfaction with the cleanliness & maintenance of the City Satisfaction with code enforcement & regulation Availability of parking Positive experiences with City officials Rating of living in Miami Beach Satisfaction with local schools Value of City services Drivers of residents’ ratings Traffic flow in Miami Beach This figure was created via Structural Equation Modeling (SEM), a sophisticated multivariate model that identifies which factors are most critical in affecting a citizens’ ratings of living in Miami Beach and value of City services. Width of green lines indicates the level of impact each factor has on value of city services and rating of living in Miami Beach. 210 210 Businesses The following slides present issues, that if improved, have the best chance of increasing business owners’ ratings of City government and of Miami Beach as a place to run a business. Strategic recommendations 211 211 Improve business owners’ views of City government by: Increasing positive experiences with City officials Open to residents’ issues & concerns Customer service Knowledgeable Easy to contact/find someone Courteous Professional Strategic recommendations 212 212 Improve business owners’ views of City government by: Increasing feelings of safety Police ratings Feel safe around business at night Public street lighting Strategic recommendations 213 213 Improve businesses owners’ views of City government by: Increasing satisfaction with logistics Traffic flow Parking Public transit Road conditions Strategic recommendations 214 214 Improve business owners’ views of City government by: Increasing satisfaction with cleanliness Beaches Commercial area streets Homelessness Canals/waterways City buildings Strategic recommendations 215 215 Improve business owners’ views of City government by: Increasing satisfaction with building department Open to concerns and issues Easy to find/contact someone Inspections are fair Inspections are consistent over time City buildings Strategic recommendations 216 216 Drivers of businesses’ ratings Importance of tourism & beaches Positive experiences with City officials Traffic flow in Miami Beach Satisfaction with emergency services Rating of Miami Beach as a place to run a business My employees and I feel safe Satisfaction with code enforcement & development Satisfaction with city cleanliness & maintenance of the city Rating of City services This figure was created via Structural Equation Modeling (SEM), a sophisticated multivariate model that identifies which factors are most critical in affecting business owners’ ratings of City services and their ratings of Miami Beach as a place to run a business. Width of green lines indicates the level of impact each factor has on ratings of City services and on Miami Beach as a place to run a business. 217 217 City can help ensure businesses’ success by: Increase parking Finish (minimize) road construction Improve traffic flow Provide a cleaner business environment Decrease taxes and regulations Increase police presence Address flooding issues Fix roads and sidewalks Strategic recommendations 218 218 City of Miami Beach 2014 Community Survey Kerr & Downs Research Phillip Downs, Ph.D. Joseph St. Germain, Ph.D. Nicole Pick Rachael Powell 219 219