June 2002 External Customer Satisfaction Survey Preliminary Results

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• September 17, 2002
• Presentation to City Council

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• Why we conduct resident satisfaction surveys
• How we conduct surveys
• What we learn

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Quality of City Service
Positive Trends

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Quality of City Service
Positive Trends

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Quality of City Service
Negative Trends

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Neighborhood Issues
Overcrowding

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Neighborhood Issues
Code Enforcement

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Neighborhood Issues
Traffic Safety

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Feelings of Safety

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Service Value Rating

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Service Value Rating

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Service Value Rating

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Service Value Rating

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Service Value Rating

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results
Response to Funding Cutbacks

• Favorable

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• Most Important Issues Facing Sunnyvale
• Traffic/congestion (62)
• Overdevelopment/too much growth (54)
• Downtown redevelopment (42)
• Traffic law enforcement (17)

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June 2002 External Customer Satisfaction Survey
Preliminary Results

• Services Requested for the Future
• Expanded recycling programs (28)
• Recreation areas/programs (20)
• Street trees maintenance (13)
• Better public transportation options (9)

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Focused Group Discussions with Residents

• WHAT ?
• In depth discussions with residents to explore
  key issues emerging from survey findings
• Participants to be invited from households
  selected to participate in June 2002 survey
• Information collected will provide qualitative
  detail to survey results.
• Two groups will be conducted.
• Cross section of City overall
• Targeted subgroup (neighborhood, ethnic
  
  
  group, etc)

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Focused Group Discussions with Residents

• WHY ?
• Quantitative surveys often raise questions that
  can not be answered by survey data itself
• Groups permit follow-up questions Why do you
  say that?
• Discussion provides insight into contributing
  factors and underlying causes
• Encourages discussion of potential solutions in
  an informal setting
• .

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Focused Group Discussions with Residents

• HOW ?
• Each group will consist of 10 20 participants
• Discussions will be lead by trained facilitator
• Each session will last 1 1 ½ hours.