City of Alamosa Customer Satisfaction & Residents’ Priorities Survey

1. City of Alamosa Customer Satisfaction & Residents’ Priorities Survey By: Dr. Melissa L. Freeman Assistant Professor Adams State College

2. Description • Future planning • Resident priorities • Resident satisfaction with city services • Survey of registered voters in the city • Survey developed in consultation with members of Council and the City Manager

3. Methodology • Telephone survey • Cost efficiencies • Time efficiencies • Conducive to brief, straightforward data collection • High response rate • Margin of error +/- 5% • Four of five interviewers were bilingual

5. Methodology—Sample • According to Suskie (1996) a sample size of 400 is sufficient to ensure +/-5% margin of error. • In social science research and political polls, 5% is an acceptable margin.

6. Sample Size Formula

7. Limitations • Population of interest—registered voters • Missing telephone numbers • Invalid telephone numbers • Voters not required to provide or update telephone numbers • Younger voters and cell phones • Some households may not have a telephone

8. Results—Demographics

9. Results—Demographics

10. Results—Demographics

11. Results—Demographics

12. Results—Demographics

13. Results—Demographics

14. Results—Demographics

15. Results—Satisfaction 62%

16. Results—Satisfaction

17. Results—Satisfaction

18. Results—Satisfaction 83%

19. Results—Satisfaction 60%

20. Results—Satisfaction 57%

21. Results—Satisfaction

22. Results—Satisfaction 1/3 1/3 1/3

23. Results—Satisfaction 90%

24. Results—Satisfaction 49%

25. Results—Satisfaction • Recycling Services—Open-ended Results • Improvement of Services in 3 ways • Recycle class, other materials • Curbside pickup • Clean up the recycling center located on Ross Avenue.

26. Results—Satisfaction 50%

27. Results—Satisfaction • Initial reaction was a laugh • Residents were especially satisfied with the way in which the city handled the water emergency last spring • Suggestions for improvement • Lower the chlorine levels

28. Results—Satisfaction 66%

29. Results—Satisfaction 84%

30. Results—Satisfaction 63%

31. Results—Satisfaction • Recreation Programs and Facilities • Comments to offer more adult programming aside from sports • Cooking • Recreation center (walking track) is not disability friendly • Elevator • Difficulty getting to the recreation center • Location

32. Results—Satisfaction

33. Results—Satisfaction

34. Results—Satisfaction 72%

35. Results—City Employees

36. Results—City Employees • High level of satisfaction • Knowledge 56% • Responsiveness 58% • Courtesy 69% • Overall impression 64% • Large number of neutrals • Dependent upon which department being rated • Worthwhile to explore individual departmental employees

37. Results—Recreational Facilities & Opportunities

38. Results—Recreational Facilities & Opportunities • Public swimming pool most important item to citizens • 55% ranked as 1 • 13% ranked as 2 • 12% ranked as 3 • Thus, 80% of respondents indicated the importance of a public swimming pool • Awful our kids do not have a public swimming pool to go to in the summer • An entire generation of Alamosa children will never learn to swim • Children need something to do

39. Results—Recreational Facilities & Opportunities 72%

40. Results—Recreational Facilities & Opportunities

41. Results—Recreational Facilities & Opportunities • Likelihood to support a property tax, sales tax or user fee for a new public swimming pool. • Overwhelmingly agreeable to all three • User fee (63% very likely and 21% somewhat likely) = 84% • Sales tax (40% very likely & 19% somewhat likely) = 59% • Property tax (32% very likely & 22% somewhat likely) = 54%

42. Results—Land Use and Management & the Alamosa Ranch

43. Results—Land Use and Management & the Alamosa Ranch • More than one-half of respondents (53%) were not familiar with the Alamosa Ranch • Of the 23.5% who indicated “somewhat familiar” they weren’t familiar enough to answer certain questions • Results of what to do with the Ranch should be interpreted with caution due to the limited number of respondents

44. Results—Land Use and Management & the Alamosa Ranch • Of the 47% who indicated knowledge about the ranch • A majority wanted the ranch to be left alone as open space • 43% most important and 23% second most important • Recreational Opportunities 20-45% • Educational Opportunities 10-45% • Little support for economic development

45. Results—Land Use and Management & the Alamosa Ranch • Respondents were not willing to support any taxes relevant to the ranch, regardless of what was planned for it.

46. Open-ended Question Citizens had a lot to say • Appreciated the opportunity to provide feedback “should do this more often” • Need more in-depth questions related to specific issues in the citizen satisfaction section • Deer population is a problem • Issues with police responsiveness • Issues related to ADA—crosswalks, recreation center, library, sidewalks • Roads need repair • Support of economic development in the city—downtown—not the ranch • Many felt that, overall, the city is doing a fairly good job

47. Thank you for this opportunity! Questions?