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HomeMy WebLinkAboutCity-of-South-Bend-Community-Survey-Findings-Report-2018    …helping organizations make better decisions since 1982  Submitted to the City of South Bend  By:  ETC Institute  725 W. Frontier Lane,  Olathe, Kansas   66061  August 2018 City of South Bend  Community Survey  Findings Report  2018        Contents      Cover Letter ................................................................................... i  Section 1: Charts and Graphs ....................................................... 1  Section 2: Benchmarking Analysis .............................................. 29  Section 3: Importance‐Satisfaction Analysis .............................. 38  Section 4: Tabular Data .............................................................. 49  Section 5: Survey Instrument ................................................... 108    Executive Summary Report 2018 City of South Bend Community Survey  Executive Summary  Purpose and Methodology  ETC Institute administered a survey to residents of the City of South Bend during the summer of  2018. The purpose of the survey was to help the City of South Bend ensure that the city’s priorities  continue to match the needs and desires of residents. The information provided will be used to  improve existing services and help the City better understand the evolving needs of residents of  South Bend.   The seven‐page survey, cover letter and postage paid return envelope were mailed to a random  sample of households in the City of South Bend. The cover letter explained the purpose of the  survey and encouraged residents to either return their survey by mail or complete the survey  online. At the end of the online survey, residents were asked to enter their home address, this was  done to ensure that only responses from residents who were part of the random sample were  included in the final survey database.   Ten days after the surveys were mailed, ETC Institute sent emails and placed phone calls to the  households that received the survey to encourage participation. The emails contained a link to the  on‐line version of the survey to make it easy for residents to complete the survey. To prevent  people who were not residents of South Bend from participating, everyone who completed the  survey  on‐line  was  required  to  enter  their  home  address  prior  to  submitting  the  survey.  ETC  Institute then matched the addresses that were entered on‐line with the addresses that were  originally selected for the random sample. If the address from a survey completed on‐line did not  match one of the addresses selected for the sample, the on‐line survey was not counted.  The goal was to obtain completed surveys from at least 600 residents. The goal was exceeded  with a total of 721 residents completing the survey. The overall results for the sample of 721  households have a precision of at least +/‐3.6% at the 95% level of confidence.  The percentage of “don’t know” responses has been excluded from many of the graphs shown in  this report to facilitate valid comparisons of the results from South Bend with the results from  other communities in ETC Institute’s DirectionFinder® database. Since the number of “don’t know”  responses often reflect the utilization and awareness of city services, the percentage of “don’t  know” responses have been provided in the tabular data section of this report. When the “don’t  know” responses have been excluded, the text of this report will indicate that the responses have  been excluded with the phrase “who had an opinion.”  Page i Executive Summary Report This report contains:  An executive summary of the methodology for administering the survey and major findings, benchmarking data that shows how the results for South Bend compare to other communities, importance‐satisfaction analysis: this analysis was done to determine priority actions for the City to address based upon the survey results, tables that show the results of the random sample for each question on the survey, a copy of the survey instrument. Overall Perceptions of the City  The statements regarding the overall perception of the City that had the highest level of  agreement, based upon the combined percentage of “strongly agree” and “agree” responses  among residents who had an opinion were: the City has thriving public spaces and culture (52%)  and the City has vibrant, welcoming neighborhoods (30%).    Overall Satisfaction with City Leadership  The major areas of City leadership that had the highest levels of satisfaction, based upon the  combined percentage of “very satisfied” and “satisfied” responses among residents who had an  opinion, were: the overall quality of life in the community (49%), the leadership of elected officials  (42%), and the overall quality of local government services (41%). Respondents were least satisfied  with the level of public involvement in local decision making.   Overall Satisfaction with City Services   The major categories of City services that had the highest levels of satisfaction, based upon the  combined percentage of “very satisfied” and “satisfied” responses among residents who had an  opinion, were: the overall quality of fire services (83%), overall quality of ambulance/emergency  medical services (78%), overall quality of trash collection services (67%), and overall quality of parks  and recreation programs and facilities (64%).   Customer Service  The highest levels of satisfaction with City Customer Service and Communication, based upon the  combined percentage of “very satisfied” and “satisfied” responses among respondents who had an  opinion, were: the availability of information about local government services and activities (50%),  hours that customer service is available (48%), and the quality of social media outlets (43%).  Page ii Executive Summary Report Satisfaction with Specific City Services   Community Investment. The highest levels of satisfaction with community investment, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the quality of Downtown revitalization (58%), overall quality of new development in the City (55%), and the overall quality of redevelopment in the City (50%). The community investment items residents indicated should receive the most emphasis over the next two years were: the overall appearance in neighborhoods, overall quality of redevelopment in the City, and household quality in neighborhoods. Public Safety. The highest levels of satisfaction with public safety services services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: how quickly fire personnel respond to emergencies (78%), how quickly ambulance/EMS personnel respond to emergencies (77%), and the professionalism of fire and EMS personnel (76%). The three items respondents indicated should receive the most emphasis over the next two years were: the visibility of police in neighborhoods, overall feeling of safety in neighborhoods, and efforts by local government to prevent crime. Water Utilities. The highest levels of satisfaction with water utilities, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the water pressure on a typical day (65%), the ease of understanding the utility bill (65%), and the accuracy of the utility bill (55%). The three items residents indicated should receive the most emphasis over the next two years were: prices charged for utilities, the taste of the tap water, and how the City keeps residents informed about water quality issues. Parks and Recreation. Seventy‐three percent (73%) of respondents have visited a city recreation facility or park in the past year. The highest levels of satisfaction with parks and recreation services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the maintenance of City parks (62%), the number of walking and biking trails (61%), and access to parks in neighborhoods (60%). The top four parks and recreation services respondents indicated should receive the most emphasis over the next two years were: the condition of restrooms in public parks, the overall maintenance of City parks, availability of recreation programming in neighborhoods, and the number of walking and biking trails. Customer Service. Fifty‐six percent (56%) of respondents indicated they have visited the city with a question, problem, or complaint during the past year. Of those who contacted the city, 85% did so by phone, 7% by email, and 7% in person. Seventy‐nine percent (79%) of respondents who contacted the City contacted 311. The highest level of satisfaction with City Customer Service, based upon the combined percentage of “always” and “usually” responses among respondents who had an opinion, were: city customer service employees were courteous and polite (80%), they gave accurate answers to questions (71%), and they did what they said they would do in a timely manner (62%). Page iii Executive Summary Report o Sixty‐eight percent (68%) of respondents indicated it was either “very easy” or “somewhat easy” to have a question problem or complaint addressed by the City. City Communication. The highest levels of satisfaction with City Communication, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the availability of information about local government services and activities (50%) and the hours customer service is available (48%). o Respondents were asked to indicate what sources they use to get information about City news and events. The most selected sources were the local news (83%), social media (44%) and the City website (33%). o Residents most prefer to receive information on City news and events from the local news.  City Maintenance. The highest levels of satisfaction with City maintenance services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: snow removal on major City streets (61%) and condition of street signs and traffic signals (59%). The two items respondents indicated should receive the most emphasis over the next two years were: the condition of major City streets and the condition of neighborhood streets. Code Enforcement. The highest levels of satisfaction with City code enforcement, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the quality of animal control (43%) and city efforts to remove abandoned or inoperative vehicles (32%). The two items respondents indicated should receive the most emphasis over the next two years were: enforcing clean‐up trash and debris on private property and enforcing exterior maintenance of residential properties. Solid Waste. The highest levels of satisfaction with City Solid Waste Services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: timeliness of trash services (82%), courtesy of employees who picked up the trash (68%), and bulky item pick‐up/removal services (62%). The three items respondents indicated should receive the most emphasis over the next two years were: what is being charged for trash service, bulky item pick‐up/removal services, and efforts by employees to ensure that all trash and yard waste is removed. Additional Findings  Fifty‐two percent (52%) of respondents indicated that they do not feel their neighborhood as improved over the past five years, 27% indicated their neighborhood has improved, and 20% indicated they have not lived in their neighborhood for five years. Eighty‐five (85%) of respondents belong to a neighborhood association. Of those who belong to a neighborhood association, 34% are “very satisfied” or “satisfied” with the city’s Page iv Executive Summary Report engagement with the neighborhood association while 42% of respondents indicated they  were neutral.   Fifty‐seven  (57%)  of  respondents,  who  had  an  opinion,  were  either  “very  satisfied” or “satisfied” with South Bend as a place to live and 54% were satisfied with South Bend as  a place to work. Forty percent (40%) of respondents indicated they have met the current Mayor of South Bend and only 19% have met their current City Council member. Fifteen percent (15%) of respondents indicated they have had a sewer backup in their home during the past year. Of those who have had a sewer backup, 71% indicated it was caused by problems in the City’s system and 43% indicate the problem was resolved to their satisfaction. Eighty ‐seven percent (87%) of respondents indicated they are aware of development plans for their neighborhood. Of those who are aware 38% indicated they were “very satisfied” or “satisfied” with the quality of the neighborhood development plans. Fifty‐three percent (53%) of respondents indicated that they or other members of their household used the City of South Bend’s website in the last year. Of those, 58% used a computer to access the website, 30% used a smartphone, and 12% used a tablet. Sixty‐ one percent (61%) of respondents indicated they were satisfied with the overall  usefulness of the City’s website. Seventy‐eight percent (78%) of respondents indicated they have access to a smartphone  in their home, 63% have access to a laptop, 52% have access to a tablet, and 42% have  access to a desktop computer. Only 7% of respondents indicated they did not have  access to any of the digital devises listed on the survey. The major categories of City leadership that had the highest levels of satisfaction, based upon  the  combined  percentage  of  “very  satisfied”  and  “satisfied”  responses  among residents who had an opinion, were: the overall quality of life their community (49%)  and leadership of elected officials (42%). Page v Executive Summary Report Investment Priorities  Recommended Priorities for the Next Two Years. In order to help the City identify investment  priorities for the next two years, ETC Institute conducted an Importance‐Satisfaction (I‐S) analysis.  This  analysis  examined the importance residents placed on each City service and the level of  satisfaction with each service. By identifying services of high importance and low satisfaction, the  analysis identified which services will have the most impact on overall satisfaction with City services  over the next two years. If the City wants to improve its overall satisfaction rating, the City should  prioritize investments in services with the highest Importance Satisfaction (I‐S) ratings. Details  regarding the methodology for the analysis are provided in Section 3 of this report.   Overall Priorities for the City by Major Category. This analysis reviewed the importance of and  satisfaction with major categories of City services. This analysis was conducted to help set the  overall priorities for the City. Based on the results of this analysis, the major services that are  recommended as the top priorities for investment over the next two years to raise the City’s overall  satisfaction rating are listed below:   o Overall maintenance of City streets, sidewalks, & infrastructure (IS Rating=0.5542) o Overall quality of local police protection (IS Rating=0.1840) o How well City is planning growth (IS Rating=0.1764) o Overall enforcement of local codes and ordinances (IS Rating=0.1699) The table below shows the importance‐satisfaction rating for all 11 major categories of City services  that were rated.  2018 Importance-Satisfaction Rating City of South Bend, IN Major Categories of City Services Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank Page vi 69%1 19%11 0.5542 1 42%2 56%7 0.1840 2 35%3 50%8 0.1764 327%4 38%9 0.1699 4 25%5 63%4 0.0900 5 14%6 58%5 0.0574 612%7 57%6 0.0498 710%8 67%3 0.0336 83%11 37%10 0.0159 9 5%9 83%1 0.0079 10 Very High Priority (IS >.20) Overall maintenance of City streets, sidewalks, & infrastructure High Priority (IS .10-.20) Overall quality of local police protection How well City is planning growth Overall enforcement of local codes & ordinances Medium Priority (IS <.10) Overall quality of parks & recreation programs & facilities Overall quality of water utility services Overall quality of City's waste water system Overall quality of trash collection services The process for getting a permit (for buildings, signs, fences, etc.) Overall quality of fire services Overall quality of ambulance/emergency medical services 3%10 79%2 0.0058 11                 Section 1  Charts and Graphs      2018 City of South Bend Community Survey Findings Report Page 1 9% 5% 3% 3% 6% 2% 43% 25% 26% 25% 21% 11% 30% 34% 38% 35% 28% 23% 18% 36% 33% 37% 44% 64% The City has thriving public spaces & culture The City has vibrant, welcoming neighborhoods The City has a strong, inclusive economy The City is a safe community for everyone 0% 20% 40% 60% 80% 100% Strongly Agree (5) Agree (4) Neutral (3) Disagree (2/1) Q1. Overall Perception of the City by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) All residents are empowered with education, mobility, & technology The City has a robust and well-planned infrastructure 8% 10% 5% 5% 4% 4% 41% 32% 36% 30% 29% 25% 29% 32% 35% 33% 30% 39% 21% 26% 24% 33% 37% 32% Overall quality of life in your community Leadership of elected officials Overall quality of local government services Overall value you receive for your tax & fees 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) Q2. Satisfaction with City Leadership by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Communication of opportunities for public involvement in City decision-making & planning Level of public involvement in local decision-making & planning 2018 City of South Bend Community Survey Findings Report Page 2 Q3. Have you met the current Mayor of South Bend? by percentage of respondents Yes 40% No 60% Source: ETC Institute (2018) Q4. Have you met your current City Council member? by percentage of respondents Yes 19% No 81% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 3 11% 10% 13% 9% 11% 7% 47% 44% 36% 37% 34% 29% 26% 29% 30% 33% 28% 31% 15% 17% 21% 22% 28% 34% As a place to live As a place to work As a place to visit As a place to raise children As a place to retire 0%20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) Q5. Overall Ratings of South Bend by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) As a community that is moving in right direction Q6. How do you feel about South Bend? by percentage of respondents who rated the item as a 1 to 10 on a 10-point scale (excluding don't knows) Source: ETC Institute (2018) 2-1 6% 4-3 9% 6-5 34% 8-7 38% 10-9 14% 2018 City of South Bend Community Survey Findings Report Page 4 9% 8% 9% 41% 40% 34% 33% 34% 46% 18% 18% 12% Hours that customer service is available 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) Q7. Satisfaction with City Customer Service and Communication by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Availability of information about local government services & activities Quality of social media outlets (e.g. Facebook, Twitter) 83% 44% 33% 19% 10% 15% Local news Social media City website Contacting City directly Public meetings Other 0%20%40%60%80% Q8. Which of the following are your primary sources of information about city issues, services, and events? Source: ETC Institute (2018) by percentage of respondents (multiple choices could be made) 2018 City of South Bend Community Survey Findings Report Page 5 63% 36% 29% 11% 9% Local news Social media City website Contacting City directly Public meetings 0%20%40%60%80% 1st Choice 2nd Choice Source: ETC Institute (2018) Q9. Which two information sources do you most prefer to learn about city issues, services, and events? by percentage of respondents who selected the item as one of their top two choices Q10. Have you or other members of your household used the City of South Bend's website in the last year? by percentage of respondents Yes 53% No 47% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 6 Q10a. How did you access the city’s website? by percentage of respondents who used the City of South Bend’s website in the last year (multiple choices could be selected) Computer 58% Phone 30% Tablet 12% Source: ETC Institute (2018) Q10b. How would you rate the overall usefulness of the city’s website? by percentage of respondents who used the City of South Bend’s website in the last year (excluding don’t knows) Excellent 9% Good 52% Fair 33% Poor 6% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 7 78% 63% 52% 42% 7% Smartphone Laptop Tablet Desktop computer None 0%20%40%60%80% Q11. Which of the following digital devices do you have access to in your home? Source: ETC Institute (2018) by percentage of respondents (multiple choices could be selected) Q12. Have you called or visited the city with a question, problem, or complaint during the past year? by percentage of respondents Yes 56% No 45% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 8 Q12a. How did you contact the city? by percentage of respondents who have contacted the city within the past year Source: ETC Institute (2018) Phone 85% Email 7% In person 7% Q12b. Did you contact 311? by percentage of respondents who have contacted the city within the past year Yes 79% No 21% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 9 Q12c. How easy was it to address your issue? by percentage of respondents who have contacted the city within the past year Very easy 39% Somewhat easy 29% Neutral 14% Difficult 10% Very difficult 8% Source: ETC Institute (2018) 39% 37% 34% 31% 41% 34% 28% 29% 16% 20% 22% 21% 4% 9% 16% 20% They were courteous & polite 0% 20% 40% 60% 80% 100% Always (5) Usually (4) Sometimes (3) Seldom (2/1) Q12e. Rating of City Customer Service Employees by percentage of respondents who contacted the city within the past year rated the item as a 1 to 5 on a 5-point scale (excluding never) Source: ETC Institute (2018) They gave accurate answers to your questions They did what they said they would do in a timely manner They helped you resolve the issue to your satisfaction 2018 City of South Bend Community Survey Findings Report Page 10 27% 25% 18% 14% 12% 11% 11% 12% 3% 7% 4% 56% 53% 49% 50% 46% 46% 46% 38% 35% 30% 15% 16% 19% 16% 25% 27% 29% 26% 32% 30% 49% 16% 1% 3% 17% 11% 14% 14% 18% 18% 32% 14% 65% Overall quality of fire services Overall quality of trash collection services Overall quality of water utility services Overall quality of City's waste water system Overall quality of local police protection How well City is planning growth 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Q13. Satisfaction with Major Categories of City Services Overall quality of ambulance/emergency medical services Overall quality of parks & recreation programs & facilities Overall enforcement of local codes & ordinances The process for getting a permit Overall maintenance of City streets, sidewalks, & infrastructure 69% 42% 35% 27% 25% 14% 12% 10% 5% 3% 3% Overall quality of local police protection How well City is planning growth Overall enforcement of local codes & ordinances Overall quality of water utility services Overall quality of City's waste water system Overall quality of trash collection services Overall quality of fire services 0%20%40%60%80% 1st Choice 2nd Choice 3rd Choice Source: ETC Institute (2018) Q14. Community Investment Items That Should Receive the Most Emphasis Over the Next Two Years by percentage of respondents who selected the item as one of their top two choices Overall maintenance of City streets, sidewalks, & infrastructure Overall quality of parks & recreation programs & facilities Overall quality of ambulance/emergency medical services The process for getting a permit 2018 City of South Bend Community Survey Findings Report Page 11 17% 13% 11% 10% 9% 4% 41% 42% 39% 39% 37% 25% 24% 30% 31% 25% 21% 38% 18% 15% 19% 27% 33% 33% Quality of Downtown revitalization Overall quality of new development in City Overall quality of redevelopment in City Housing quality in your neighborhood Overall appearance of your neighborhood Communication of plans for development projects 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) Source: ETC Institute (2018) Q15. Satisfaction in Community Investment by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) 34% 33% 30% 24% 21% 16% Overall appearance of your neighborhood Overall quality of redevelopment in City Housing quality in your neighborhood Overall quality of new development in City Quality of Downtown revitalization Communication of plans for development projects 0% 10% 20% 30% 40% 50% 1st Choice 2nd Choice Source: ETC Institute (2018) Q16. Community Investment Items That Should Receive the Most Emphasis Over the Next Two Years by percentage of respondents who selected the item as one of their top two choices 2018 City of South Bend Community Survey Findings Report Page 12 Q17. Do you feel that your neighborhood has improved over the past five years? by percentage of respondents Yes 27%No 52% 20% Source: ETC Institute (2018) Have not lived in my neighborhood for 5 years Q18. Do you belong to a neighborhood association? by percentage of respondents Yes 15% No 85% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 13 Q18a. How satisfied are you with the city’s engagement with your neighborhood association? by percentage of respondents who belong to a neighborhood association Very satisfied 7% Satisfied 26% Neutral 42% Dissatisfied 17% Very dissatisfied 7% Source: ETC Institute (2018) Q19. Are you aware of development plans for your neighborhood? by percentage of respondents Yes 13% No 87% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 14 Q19a. How satisfied are you with the quality of your neighborhood development plans? by percentage of respondents who are aware of development plans in their neighborhood Very satisfied 14% Satisfied 24% Neutral 32% Dissatisfied 21% Very dissatisfied 9% Source: ETC Institute (2018) 7% 6% 5% 5% 4% 4% 36% 26% 25% 24% 25% 18% 34% 35% 28% 30% 38% 37% 23% 33% 42% 41% 34% 41% Quality of animal control 0%20%40%60%80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) by percentage of respondents who contacted the city in the past year and rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Q20. Satisfaction with City Code Enforcement City efforts to remove abandoned or inoperative vehicles Enforcing clean-up of trash & debris on private property Enforcing mowing & cutting of grass & weeds on private property Enforcing exterior maintenance of commercial/business property Enforcing exterior maintenance of residential property 2018 City of South Bend Community Survey Findings Report Page 15 39% 34% 25% 24% 16% 11%Quality of animal control 0% 10% 20% 30% 40% 50% 1st Choice 2nd ChoiceSource: ETC Institute (2018) Q21. Code Enforcement Priorities That Should be Most Important for the City Over the Next Two Years by percentage of respondents who selected the item as one of their top two choices Enforcing clean-up of trash & debris on private property Enforcing exterior maintenance of residential property Enforcing exterior maintenance of commercial/business property Enforcing mowing & cutting of grass & weeds on private property City efforts to remove abandoned or inoperative vehicles 34% 29% 23% 20% 20% 20% 9% 48% 39% 39% 42% 41% 40% 35% 13% 21% 23% 25% 22% 22% 36% 5% 11% 16% 13% 18% 18% 20% Timeliness of your trash service Courtesy of employees who pick up your trash Quality of yard waste collection services What you are charged for trash service 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Q22. Satisfaction with Various Aspects of Solid Waste Services Bulky item pick-up/removal services City efforts to keep you informed about disruptions to trash service Efforts by employees to ensure that all of your trash/yard waste is removed 2018 City of South Bend Community Survey Findings Report Page 16 25% 23% 23% 19% 16% 9% 8% What you are charged for trash service Quality of yard waste collection services Timeliness of your trash service Courtesy of employees who pick up your trash 0% 10% 20% 30% 40% 50% 1st Choice 2nd Choice Source: ETC Institute (2018) Q23. Solid Waste Items That Should be Most Important for the City Over the Next Two Years by percentage of respondents who selected the item as one of their top two choices Bulky item pick-up/removal services Efforts by employees to ensure that all of your trash/yard waste is removed City efforts to keep you informed about disruptions to trash service 33% 31% 31% 19% 18% 9% 11% 9% 7% 14% 13% 7% 45% 46% 45% 43% 40% 40% 39% 38% 37% 30% 31% 24% 20% 20% 20% 24% 28% 35% 28% 29% 30% 45% 46% 38% 3% 3% 4% 15% 15% 16% 23% 24% 25% 11% 11% 31% Professionalism of fire & EMS personnel Professionalism of City police officers How quickly police respond to emergencies Visibility of police in commercial & retail areas Overall feeling of safety in your neighborhood Visibility of police in neighborhoods Enforcement of local traffic laws Fire education programs in your community Fire inspection programs in your community 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Q24. Satisfaction with Public Safety How quickly fire services personnel respond to emergencies How quickly ambulance/EMS personnel respond to emergencies Efforts by local government in your area to prevent crime 2018 City of South Bend Community Survey Findings Report Page 17 39% 31% 30% 23% 19% 19% 16% 7% 5% 5% 3% 1% Visibility of police in neighborhoods Overall feeling of safety in your neighborhood Enforcement of local traffic laws Visibility of police in commercial & retail areas Professionalism of City police officers How quickly police respond to emergencies Fire education programs in your community Fire inspection programs in your community Professionalism of fire & EMS personnel 0% 10% 20% 30% 40% 50% 60% 1st Choice 2nd Choice 3rd Choice Source: ETC Institute (2018) Q25. Public Safety Items That Should Receive the Most Emphasis Over the Next Two Years by percentage of respondents who selected the item as one of their top three choices How quickly fire services personnel respond to emergencies How quickly ambulance/EMS personnel respond to emergencies Efforts by local government in your area to prevent crime 12% 9% 7% 9% 10% 5% 6% 5% 6% 3% 3% 2% 49% 50% 42% 37% 32% 35% 31% 30% 25% 27% 19% 11% 21% 30% 26% 38% 37% 30% 23% 23% 23% 31% 21% 13% 20% 12% 25% 17% 21% 30% 41% 42% 46% 39% 58% 74% Snow removal on major City streets Condition of street signs & traffic signals Adequacy of street lighting in your neighborhood Quality of public transportation services Snow removal on neighborhood streets Condition of sidewalks in your neighborhood Flow of traffic in Downtown area Cleanliness of streets & other public areas Condition of streets in your neighborhood Condition of major City streets 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Q26. Satisfaction with Traffic and Transportation in the City On-street bicycle infrastructure Condition of catch basins in your neighborhood 2018 City of South Bend Community Survey Findings Report Page 18 54% 42% 29% 23% 21% 21% 13% 11% 9% 6% 6% 4% Condition of major City streets Condition of streets in your neighborhood Flow of traffic in Downtown area Snow removal on neighborhood streets Condition of sidewalks in your neighborhood Cleanliness of streets & other public areas Adequacy of street lighting in your neighborhood Snow removal on major City streets Quality of public transportation services Condition of street signs & traffic signals 0% 10% 20% 30% 40% 50% 60% 1st Choice 2nd Choice 3rd Choice Source: ETC Institute (2018) Q27. Traffic and Transportation Items That Should Receive the Most Emphasis Over the Next Two Years by percentage of respondents who selected the item as one of their top three choices Condition of catch basins in your neighborhood On-street bicycle infrastructure Q28. Have you had a sewer backup in your home during the past year? by percentage of respondents Yes 15% No 85% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 19 Q28a. Was the backup caused by problems in the City's system? by percentage of respondents who had a sewer backup within the past year Yes 71% No 29% Source: ETC Institute (2018) Q28b. Was the problem resolved to your satisfaction? by percentage of respondents who had a sewer backup within the past year Yes 43% No 57% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 20 18% 15% 13% 13% 12% 13% 10% 5% 47% 49% 42% 41% 37% 35% 33% 28% 22% 28% 33% 27% 35% 25% 36% 31% 14% 9% 12% 19% 16% 27% 21% 36% Water pressure on a typical day How easy your utility bill is to understand Accuracy of your utility bill Smell of your tap water How easy it is to resolve billing problems Taste of your tap water What you are charged for utilities 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) Q29. Satisfaction with Water Utilities by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) How well City keeps you informed about water quality issues 31% 27% 20% 14% 13% 8% 7% 4% What you are charged for utilities Taste of your tap water Smell of your tap water Water pressure on a typical day Accuracy of your utility bill How easy it is to resolve billing problems How easy your utility bill is to understand 0% 10% 20% 30% 40% 50% 1st Choice 2nd Choice Source: ETC Institute (2018) Q30. Water Utility Items That Should Receive the Most Emphasis Over the Next Two Years by percentage of respondents who selected the item as one of their top two choices How well City keeps you informed about water quality issues 2018 City of South Bend Community Survey Findings Report Page 21 10% 14% 14% 7% 7% 8% 3% 52% 47% 46% 33% 29% 25% 18% 26% 26% 28% 47% 46% 41% 35% 12% 13% 12% 13% 19% 26% 43% Maintenance of City parks Number of walking & biking trails Access to parks in your neighborhood Fees charged for recreation programs Condition of restrooms in public parks 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1) Q31. Satisfaction in Venues, Parks, and Arts by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute (2018) Ease of registering for recreation programs such as classes, trips, & special events Availability of recreation programming in your neighborhood 27% 26% 14% 14% 10% 9% 7% Condition of restrooms in public parks Maintenance of City parks Number of walking & biking trails Access to parks in your neighborhood Fees charged for recreation programs 0% 10% 20% 30% 40% 50% 1st Choice 2nd Choice Source: ETC Institute (2018) Q32. Venue, Park, and Arts Items That Should Receive the Most Emphasis Over the Next Two Years by percentage of respondents who selected the item as one of their top two choices Availability of recreation programming in your neighborhood Ease of registering for recreation programs such as classes, trips, & special events 2018 City of South Bend Community Survey Findings Report Page 22 Q33. In the past year, have you visited a city recreation facility or park? by percentage of respondents Yes 73% No 27% Source: ETC Institute (2018) Q34. Approximately how many years have you lived in South Bend? by percentage of respondents (in years) 0-5 14% 6-10 10% 11-15 5%16-20 7% 21-30 15% 31+ 49% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 23 Q35. Do you own or rent your current residence? by percentage of respondents Source: ETC Institute (2018) Own 69% Rent 31% Q36. Age Range of Respondents by percentage of respondents Source: ETC Institute (2018) 18-34 23% 35-44 20% 45-54 21% 55-64 20% 65+ 16% 2018 City of South Bend Community Survey Findings Report Page 24 Q37. Gender Identity of Respondents by percentage of respondents Source: ETC Institute (2018) Gender variant/ non-conforming Male 49% Female 50% 1% Q38. Household Size Source: ETC Institute (2018) by percentage of respondents 1 23%2 38% 3 18% 4 12% 5+ 10% 2018 City of South Bend Community Survey Findings Report Page 25 Q39. How many people in your household are employed? Source: ETC Institute (2018) by percentage of respondents 0 23% 1 30% 2 35% 3 9% 4+ 3% Q40. Which of the following best describes your employment status? by percentage of respondents Source: ETC Institute (2018) Employed full time 57% Employed part time 7% Not employed, looking 2%Not employed 2% Retired 24% Student 2% Disabled 6% 2018 City of South Bend Community Survey Findings Report Page 26 Q41. Would you say your total annual household income is... by percentage of respondents Source: ETC Institute (2018) Under $15K 9% $15K to $29,999 19% $30K to $59,999 31% $60K to $99,999 23% $100K to $124,999 8% $125K+ 10% Q42. Are you of Hispanic, Latino or Spanish ancestory? by percentage of respondents Yes 16% No 84% Source: ETC Institute (2018) 2018 City of South Bend Community Survey Findings Report Page 27 2018 City of South Bend Community Survey Findings Report Page 28 Q43. Which of the following best describes your race/ethnicity? by percentage of respondents Source: ETC Institute (2018) 67% 26% 2% 2% 4% White/Caucasian African American/Black Asian/Pacific Islander Native American/Eskimo Other 0%20%40%60%80% Section 2  Benchmarking Analysis  2018 City of South Bend Community Survey Findings Report Page 29   Benchmarking Analysis  Benchmarking Summary Report  City of South Bend, Indiana  Overview  ETC Institute's DirectionFinder program was originally developed in 1999 to help community  leaders across the United States use statistically valid community survey data as a tool for  making better decisions.   Since November of 1999, the survey has been administered in  more than 300 cities in 49 states. Most participating cities conduct the survey on an annual  or biennial basis.  This report contains benchmarking data from two sources: (1) a national survey that was  administered by ETC Institute during the fall of 2017 to a random sample of more than  4,000 residents across the United States and (2) a survey administered by ETC Institute in  the fall of 2017 to over 350 residents living in the Great Lakes Region which includes the  following states:  Pennsylvania, Ohio, Indiana, Illinois, and Michigan.  Interpreting the Charts  National Benchmarks.  The first set of charts on the following pages show how the overall  ratings for South Bend compare to the national average based on the results of an annual  survey that was administered by ETC Institute to a random sample of more than 4,000 U.S.  residents.  The blue bar shows the ratings for South Bend, the red bar for the United States,  and the yellow bar for the Great Lakes.   Page 30 28% 13% 41% 69% 44% 68% South Bend is a safe community for everyone 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes Source: 2018 ETC Institute Overall Ratings of City Perception South Bend vs. United States vs. the Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) South Bend has a robust & well-planned infrastructure 2018 City of South Bend Community Survey Findings Report Page 31 50% 43% 41% 34% 33% 29% 73% 40% 49% 34% 38% 33% 70% 45% 53% 39% 41% 33% Overall quality of life in your community Leadership of elected officials Overall quality of local government services Overall value you receive for your tax & fees 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of City Leadership South Bend vs. United States vs. the Great Lakes Communication of opportunities for public involvement in City decision-making & planning Level of public involvement in local decision-making & planning 59% 54% 49% 45% 45% 35% 70% 54% 53% 60% 68% 58% 79% 59% 56% 62% 75% 63% As a place to live As a place to work As a place to visit As a place to raise children As a place to retire 0%20%40%60%80%100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Overall Ratings of South Bend vs. United States vs. the Great Lakes As a community that is moving in right direction 2018 City of South Bend Community Survey Findings Report Page 32 49% 48% 43% 46% 65% 56% 50% 60% 62% Hours that customer service is available 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Customer Service and Communication Ratings South Bend vs. United States vs. the Great Lakes Availability of information about local government services & activities Quality of social media outlets (e.g. Facebook, Twitter) 80% 71% 62% 60% 68% 58% 59% 50% 66% 58% 62% 55% They were courteous & polite They gave accurate answers to your questions 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Factors that Influence Perception of Quality Customer Service Received from City Employees South Bend vs. United States vs. the Great Lakes They did what they said they would do in a timely manner They helped you resolve the issue to your satisfaction 2018 City of South Bend Community Survey Findings Report Page 33 83% 79% 67% 63% 58% 57% 56% 50% 38% 19% 83% 80% 73% 60% 63% 71% 70% 47% 52% 41% 85% 76% 70% 61% 62% 68% 67% 53% 54% 44% Overall quality of fire services Overall quality of trash collection services Overall quality of water utility services Overall quality of City's waste water system Overall quality of local police protection How well City is planning growth Overall enforcement of local codes & ordinances 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Majory Categories of City Services South Bend vs. United States vs. the Great Lakes Overall quality of ambulance/emergency medical services Overall quality of parks & recreation programs & facilities Overall maintenance of City streets, sidewalks, & infrastructure 58% 46% 50% 64% 50% 68% Quality of Downtown revitalization Overall appearance of your neighborhood 0% 20% 40% 60% 80% 100% South Bend US Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Community Investment South Bend vs. United States vs. the Great Lakes 2018 City of South Bend Community Survey Findings Report Page 34 44% 32% 30% 29% 28% 22% 55% 48% 41% 41% 52% 43% 59% 49% 45% 41% 57% 43% Quality of animal control 0%20%40%60%80%100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Code Enforcement South Bend vs. United States vs. the Great Lakes City efforts to remove abandoned or inoperative vehicles Enforcing clean-up of trash & debris on private property Enforcing mowing & cutting of grass & weeds on private property Enforcing exterior maintenance of commercial/business property Enforcing exterior maintenance of residential property 62% 62% 61% 51% 46% 66% 45% 49% 67% Quality of yard waste collection services 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Solid Waste South Bend vs. United States vs. the Great Lakes Bulky item pick-up/removal services City efforts to keep you informed about disruptions to trash service 2018 City of South Bend Community Survey Findings Report Page 35 78% 77% 57% 49% 49% 47% 45% 44% 43% 31% 84% 78% 65% 61% 69% 59% 64% 65% 57% 56% 86% 76% 66% 59% 68% 53% 63% 57% 52% 56% How quickly police respond to emergencies Visibility of police in commercial & retail areas Overall feeling of safety in your neighborhood Visibility of police in neighborhoods Enforcement of local traffic laws Fire education programs in your community Fire inspection programs in your community 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Public Safety South Bend vs. United States vs. the Great Lakes How quickly fire services personnel respond to emergencies How quickly ambulance/EMS personnel respond to emergencies Efforts by local government in your area to prevent crime 60% 58% 49% 45% 42% 40% 37% 35% 31% 30% 22% 13% 58% 71% 56% 43% 37% 46% 48% 42% 51% 62% 48% 50% 59% 75% 58% 39% 38% 47% 44% 38% 54% 66% 47% 50% Snow removal on major City streets Condition of street signs & traffic signals Adequacy of street lighting in your neighborhood Quality of public transportation services Snow removal on neighborhood streets Condition of sidewalks in your neighborhood Flow of traffic in Downtown area Cleanliness of streets & other public areas Condition of streets in your neighborhood Condition of major City streets 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Traffic and Transportation South Bend vs. United States vs. the Great Lakes On-street bicycle infrastructure Condition of catch basins in your neighborhood 2018 City of South Bend Community Survey Findings Report Page 36 65% 55% 48% 71% 67% 67% 67% 64% 62% Water pressure on a typical day Smell of your tap water Taste of your tap water 0%20%40%60%80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Traffic and Transportation South Bend vs. United States vs. the Great Lakes 62% 61% 60% 39% 33% 22% 70% 59% 68% 62% 54% 64% 66% 59% 66% 72% 57% 69% Maintenance of City parks Number of walking & biking trails Access to parks in your neighborhood Condition of restrooms in public parks 0% 20% 40% 60% 80% 100% South Bend United States Great Lakes by percentage of respondents who gave positive ratings for the item (excluding don’t knows) Source: 2018 ETC Institute Ratings of Venues, Parks, and Arts South Bend vs. United States vs. the Great Lakes Ease of registering for recreation programs such as classes, trips, & special events Availability of recreation programming in your neighborhood 2018 City of South Bend Community Survey Findings Report Page 37 Section 3  Importance‐Satisfaction Analysis  2018 City of South Bend Community Survey Findings Report Page 38 Importance‐Satisfaction Analysis Importance‐Satisfaction Analysis  City of South Bend, Indiana  Overview  Today, City officials have limited resources which need to be targeted to activities that are of the  most benefit to their citizens. Two of the most important criteria for decision making are (1) to  target resources toward services of the highest importance to citizens; and (2) to target resources  toward those services where citizens are the least satisfied.  The Importance‐Satisfaction (IS) rating is a unique tool that allows public officials to better  understand both highly important decision‐making criteria for each of the services they are  providing. The Importance‐Satisfaction rating is based on the concept that public agencies will  maximize overall customer satisfaction by emphasizing improvements in those areas where the  level of satisfaction is relatively low, and the perceived importance of the service is relatively high.   Overview  The rating is calculated by summing the percentage of responses for items selected as the first,  second, and third most important services for the City to provide. The sum is then multiplied by 1  minus the percentage of respondents who indicated they were positively satisfied with the City’s  performance in the related area (the sum of the ratings of 4 and 5 on a 5‐point scale excluding “Don’t  Know” responses). “Don’t Know” responses are excluded from the calculation to ensure the  satisfaction ratings among service categories are comparable. [IS=Importance x (1‐Satisfaction)].   Example of the Calculation: Respondents were asked to identify the major categories of city services  they thought should receive the most emphasis over the next two years. Sixty‐nine percent (69%) of  respondents selected the overall maintenance of City streets, sidewalks, and infrastructure as one of  the most important services for the City to emphasize over the next two years.   With regard to satisfaction, 19% of respondents surveyed rated the City’s overall performance in the  overall maintenance of City streets, sidewalks, and infrastructure as a “4” or “5” on a 5‐point scale  (where “5” means “Very Satisfied”) excluding “Don’t Know” responses. The I‐S rating for the overall  maintenance of City streets, sidewalks, and infrastructure was calculated by multiplying the sum of the  most important percentages by 1 minus the sum of the satisfaction percentages. In this example 69%  was multiplied by 81% (1‐0.19). This calculation yielded an I‐S rating of 0.5542 which ranked first out  of 11 major service categories.   The maximum rating is 1.00 and would be achieved when 100% of the respondents select an item as  one of their top three choices to emphasize over the next two years and 0% indicate they are  positively satisfied with the delivery of the service.   Page 39 Importance‐Satisfaction Analysis The lowest rating is 0.00 and could be achieved under either of the following two situations:   If 100% of the respondents were positively satisfied with the delivery of the service If none (0%) of the respondents selected the service as one for the three most important areas for the City to emphasize over the next two years. Interpreting the Ratings  Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more  emphasis over the next two years. Ratings from 0.10 to 0.20 identify service areas that should receive  increased emphasis. Ratings less than 0.10 should continue to receive the current level of emphasis.   Definitely Increase Emphasis (IS>=0.20) Increase Current Emphasis (0.10<=IS<0.20) Maintain Current Emphasis (IS<0.10) The results for the City of South Bend are provided on the following pages.   Page 40 2018 Importance-Satisfaction Rating City of South Bend Major Categories of City Services Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank Very High Priority (IS >.20) Overall maintenance of City streets, sidewalks, & infrastructure 69% 1 19% 11 0.5542 1 High Priority (IS .10-.20) Overall quality of local police protection 42% 2 56% 7 0.1840 2 How well City is planning growth 35% 3 50% 8 0.1764 3 Overall enforcement of local codes & ordinances 27% 4 38% 9 0.1699 4 Medium Priority (IS <.10) Overall quality of parks & recreation programs & facilities 25% 5 63% 4 0.0900 5 Overall quality of water utility services 14% 6 58% 5 0.0574 6 Overall quality of City's waste water system 12% 7 57% 6 0.0498 7 Overall quality of trash collection services 10% 8 67% 3 0.0336 8 The process for getting a permit (for buildings, signs, fences, etc.)3% 11 37% 10 0.0159 9 Overall quality of fire services 5% 9 83% 1 0.0079 10 Overall quality of ambulance/emergency medical services 3% 10 79% 2 0.0058 11 ` Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 41 2018 Importance-Satisfaction Rating City of South Bend Community Investment Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank High Priority (IS .10-.20) Overall appearance of your neighborhood 34% 1 46% 5 0.1852 1 Overall quality of redevelopment in City 33% 2 50% 3 0.1665 2 Housing quality in your neighborhood 30% 3 49% 4 0.1537 3 Communication of plans for development projects 16% 6 29% 6 0.1123 4 Overall quality of new development in City 24% 4 55% 2 0.1055 5 Medium Priority (IS <.10) Quality of Downtown revitalization 21% 5 58% 1 0.0888 6 ` Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 42 2018 Importance-Satisfaction Rating City of South Bend Code Enforcement Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank Very High Priority (IS >.20) Enforcing clean-up of trash & debris on private property 39% 1 30% 3 0.2750 1 Enforcing exterior maintenance of residential property 34% 2 22% 6 0.2683 2 High Priority (IS .10-.20) Enforcing exterior maintenance of commercial/business property 25% 3 28% 5 0.1824 3 Enforcing mowing & cutting of grass & weeds on private property 24% 4 29% 4 0.1702 4 City efforts to remove abandoned or inoperative vehicles 16% 5 32% 2 0.1071 5 Medium Priority (IS <.10) Quality of animal control 11% 6 44% 1 0.0605 6 Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 43 2018 Importance-Satisfaction Rating City of South Bend Solid Waste Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank High Priority (IS .10-.20) What you are charged for trash service 25% 1 44% 7 0.1398 1 Medium Priority (IS <.10) Efforts by employees to ensure that all of your trash/yard waste is removed 23% 3 60% 6 0.0909 2 Bulky item pick-up/removal services (e.g. old furniture, appliances)23% 2 62% 3 0.0874 3 Quality of yard waste collection services 19% 4 61% 5 0.0727 4 City efforts to keep you informed about disruptions to trash service 16% 5 62% 4 0.0603 5 Courtesy of employees who pick up your trash 8% 7 69% 2 0.0244 6 Timeliness of your trash service 9% 6 82% 1 0.0155 7 ` Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 44 2018 Importance-Satisfaction Rating City of South Bend Public Safety Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank Very High Priority (IS >.20) Visibility of police in neighborhoods 39% 1 47% 8 0.2082 1 Efforts by local government in your area to prevent crime 30% 7 31% 12 0.2044 2 High Priority (IS .10-.20) Overall feeling of safety in your neighborhood 31% 6 49% 7 0.1571 3 Enforcement of local traffic laws 23% 3 45% 9 0.1252 4 Medium Priority (IS <.10) Visibility of police in commercial & retail areas 19% 2 49% 6 0.0964 5 Professionalism of City police officers 19% 4 62% 4 0.0712 6 How quickly police respond to emergencies 16% 5 57% 5 0.0669 7 Fire education programs in your community 7% 9 44% 10 0.0364 8 Fire inspection programs in your community 5% 8 43% 11 0.0285 9 How quickly fire services personnel respond to emergencies 5% 11 78% 1 0.0104 10 How quickly ambulance/EMS personnel respond to emergencies 3% 12 77% 2 0.0078 11 Professionalism of fire & EMS personnel 1% 10 76% 3 0.0024 12 Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 45 2018 Importance-Satisfaction Rating City of South Bend Traffic and Transportation Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank Very High Priority (IS >.20) Condition of major City streets 54% 1 13% 12 0.4737 1 Condition of streets in your neighborhood 42% 2 22% 11 0.3321 2 High Priority (IS .10-.20) Flow of traffic in Downtown area 29% 3 31% 9 0.1981 3 Cleanliness of streets & other public areas 21% 6 30% 10 0.1444 4 Snow removal on neighborhood streets 23% 4 37% 7 0.1428 5 Condition of sidewalks in your neighborhood 21% 5 35% 8 0.1343 6 Medium Priority (IS <.10) Condition of catch basins (storm drains) in your neighborhood 11% 8 40% 6 0.0643 7 Adequacy of street lighting in your neighborhood 13% 7 49% 3 0.0641 8 Snow removal on major City streets 9% 9 60% 1 0.0368 9 On-street bicycle infrastructure (bike lanes/signs/arrows)6% 10 42% 5 0.0358 10 Quality of public transportation services 6% 11 45% 4 0.0333 11 Condition of street signs & traffic signals 4% 12 58% 2 0.0158 12 ` Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 46 2018 Importance-Satisfaction Rating City of South Bend Utility Services Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank Very High Priority (IS >.20) What you are charged for utilities 31% 1 33% 8 0.2079 1 High Priority (IS .10-.20) Taste of your tap water 27% 2 48% 6 0.1388 2 How well City keeps you informed about water quality issues 20% 3 43% 7 0.1129 3 Medium Priority (IS <.10) Smell of your tap water 14% 4 55% 4 0.0655 4 Water pressure on a typical day 13% 5 65% 1 0.0447 5 Accuracy of your utility bill 8% 6 55% 3 0.0353 6 How easy it is to resolve billing problems 7% 7 49% 5 0.0342 7 How easy your utility bill is to understand 4% 8 64% 2 0.0159 8 ` Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 47 2018 Importance-Satisfaction Rating City of South Bend Venues, Parks, and Arts Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank Very High Priority (IS >.20) Condition of restrooms in public parks 27% 1 22% 7 0.2088 1 Medium Priority (IS <.10) Maintenance of City parks 26% 2 62% 1 0.0975 2 Availability of recreation programming in your neighborhood 14% 3 33% 6 0.0913 3 Fees charged for recreation programs 9% 6 35% 5 0.0572 4 Number of walking & biking trails 14% 4 61% 2 0.0528 5Ease of registering for recreation programs such as classes, trips, & special events 7% 7 39%4 0.0418 6 Access to parks in your neighborhood 10% 5 60%3 0.0401 7 Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities. Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.' Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied. © 2018 DirectionFinder by ETC Institute 2018 City of South Bend Community Survey Findings Report Page 48               Section 4  Tabular Data                         2018 City of South Bend Community Survey Findings Report Page 49 Q1. Perception of the City. Please rate your level of agreement with each of the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree." (N=721) Strongly Strongly agree Agree Neutral Disagree disagree Don't know Q1-1. All residents are empowered with education, mobility, & technology 6.0% 20.0% 26.1% 30.0% 11.7% 6.4% Q1-2. South Bend has a robust & well-planned infrastructure 3.1% 23.0% 32.5% 25.5% 9.0% 6.9% Q1-3. South Bend is a safe community for everyone 1.9% 10.4% 22.5% 40.2% 22.6% 2.4% Q1-4. South Bend has a strong, inclusive economy 2.8% 24.1% 35.4% 22.5% 8.5% 6.8% Q1-5. South Bend has thriving public spaces & culture 8.2% 41.6% 28.4% 12.9% 4.7% 4.2% Q1-6. South Bend has vibrant, welcoming neighborhoods 4.7% 24.4% 33.0% 24.0% 11.7% 2.2% 2018 City of South Bend Community Survey Findings Report Page 50 WITHOUT “DON’T KNOW” Q1. Perception of the City. Please rate your level of agreement with each of the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree." (without "don't know") (N=721) Strongly Strongly agree Agree Neutral Disagree disagree Q1-1. All residents are empowered with education, mobility, & technology 6.4% 21.3% 27.9% 32.0% 12.4% Q1-2. South Bend has a robust & well- planned infrastructure 3.3% 24.7% 34.9% 27.4% 9.7% Q1-3. South Bend is a safe community for everyone 2.0% 10.7% 23.0% 41.2% 23.2% Q1-4. South Bend has a strong, inclusive economy 3.0% 25.9% 37.9% 24.1% 9.1% Q1-5. South Bend has thriving public spaces & culture 8.5% 43.4% 29.7% 13.5% 4.9% Q1-6. South Bend has vibrant, welcoming neighborhoods 4.8% 25.0% 33.8% 24.5% 11.9% 2018 City of South Bend Community Survey Findings Report Page 51 Q2. City Leadership. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q2-1. Overall value you receive for your tax & fees 4.2% 27.6% 28.6% 24.7% 10.8% 4.2% Q2-2. Overall quality of local government services 4.4% 34.4% 33.6% 16.1% 7.2% 4.3% Q2-3. Overall quality of life in your community 8.2% 40.2% 28.2% 15.5% 5.1% 2.8% Q2-4. Leadership of elected officials 9.7% 30.2% 29.7% 15.3% 8.9% 6.2% Q2-5. Level of public involvement in local decision- making & planning 4.0% 22.3% 35.2% 18.9% 10.0% 9.6% Q2-6. Communication of opportunities for public involvement in City decision- making & planning 4.2% 27.0% 30.7% 20.2% 9.6% 8.3% 2018 City of South Bend Community Survey Findings Report Page 52 WITHOUT “DON’T KNOW” Q2. City Leadership. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q2-1. Overall value you receive for your tax & fees 4.3% 28.8% 29.8% 25.8% 11.3% Q2-2. Overall quality of local government services 4.6% 35.9% 35.1% 16.8% 7.5% Q2-3. Overall quality of life in your community 8.4% 41.4% 29.0% 16.0% 5.3% Q2-4. Leadership of elected officials 10.4% 32.2% 31.7% 16.3% 9.5% Q2-5. Level of public involvement in local decision-making & planning 4.4% 24.7% 39.0% 20.9% 11.0% Q2-6. Communication of opportunities for public involvement in City decision- making & planning 4.5% 29.5% 33.4% 22.1% 10.4% 2018 City of South Bend Community Survey Findings Report Page 53 Q3. Have you met the current Mayor of South Bend? Q3. Have you met current Mayor of South Bend Number Percent Yes 290 40.2 % No 431 59.8 % Total 721 100.0 % Q4. Have you met your current City Council member? Q4. Have you met your current City Council member Number Percent Yes 140 19.4 % No 581 80.6 % Total 721 100.0 % 2018 City of South Bend Community Survey Findings Report Page 54 Q5. Overall Ratings of South Bend. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q5-1. As a place to live 11.2% 46.6% 25.8% 10.5% 4.6% 1.2% Q5-2. As a place to raise children 10.0% 32.5% 25.9% 18.0% 7.9% 5.7% Q5-3. As a place to work 9.8% 42.7% 28.0% 11.9% 4.2% 3.3% Q5-4. As a place to retire 6.2% 26.8% 28.4% 19.6% 12.3% 6.7% Q5-5. As a place to visit 8.5% 35.4% 32.0% 14.6% 6.2% 3.3% Q5-6. As a community that is moving in right direction 13.0% 34.8% 28.6% 13.6% 6.9% 3.1% WITHOUT “DON’T KNOW” Q5. Overall Ratings of South Bend. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q5-1. As a place to live 11.4% 47.2% 26.1% 10.7% 4.6% Q5-2. As a place to raise children 10.6% 34.4% 27.5% 19.1% 8.4% Q5-3. As a place to work 10.2% 44.2% 29.0% 12.3% 4.3% Q5-4. As a place to retire 6.7% 28.7% 30.5% 21.0% 13.2% Q5-5. As a place to visit 8.8% 36.6% 33.1% 15.1% 6.5% Q5-6. As a community that is moving in right direction 13.4% 35.9% 29.5% 14.0% 7.2% 2018 City of South Bend Community Survey Findings Report Page 55 Q6. On a scale of 1 to 10, where 1 means "Hostile" and 10 means "Love," how do you feel about South Bend? (N=721) Not provid- Love 9 8 7 6 5 4 3 2 Hostile ed Q6. How do you feel about South Bend 4.7% 6.2% 14.4% 16.1% 12.6% 14.6% 4.4% 3.1% 1.9% 2.6% 19.3% WITHOUT “NOT PROVIDED” Q6. On a scale of 1 to 10, where 1 means "Hostile" and 10 means "Love," how do you feel about South Bend? (without "not provided") (N=721) Love 9 8 7 6 5 4 3 2 Hostile Q6. How do you feel about South Bend 5.8% 7.7% 17.9% 19.9% 15.6% 18.0% 5.5% 3.8% 2.4% 3.3% 2018 City of South Bend Community Survey Findings Report Page 56 Q7. Customer Service and Communication. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q7-1. Availability of information about local government services & activities 8.0% 38.1% 30.9% 13.0% 3.9% 6.0% Q7-2. Hours that customer service is available 6.9% 35.8% 30.5% 12.3% 3.9% 10.5% Q7-3. Quality of social media outlets (e.g. Facebook, Twitter) 6.8% 25.1% 34.5% 5.7% 2.9% 25.0% WITHOUT “DON’T KNOW” Q7. Customer Service and Communication. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q7-1. Availability of information about local government services & activities 8.6% 40.6% 32.9% 13.9% 4.1% Q7-2. Hours that customer service is available 7.8% 40.0% 34.1% 13.8% 4.3% Q7-3. Quality of social media outlets (e.g. Facebook, Twitter) 9.1% 33.5% 46.0% 7.6% 3.9% 2018 City of South Bend Community Survey Findings Report Page 57 Q8. Which of the following are your PRIMARY SOURCES of information about City issues, services, and events? Q8. What are your primary sources of information about City issues, services, & events Number Percent City website 241 33.4 % Social media 315 43.7 % Public meetings 73 10.1 % Local news 596 82.7 % Contacting City directly 135 18.7 % Other 109 15.1 % Total 1469 2018 City of South Bend Community Survey Findings Report Page 58 Q8. Other Q8. Other Number Percent Newspapers 30 27.5 % Word of mouth 12 11.0 % South Bend Tribune 10 9.2 % Water bill 7 6.4 % Newsletter in water bill 5 4.6 % Newsletter 3 2.8 % Mail 3 2.8 % Friends who work for the City 2 1.8 % Friends 2 1.8 % Monthly letter in water bill 2 1.8 % Neighbors 2 1.8 % TV 2 1.8 % YouTube 1 0.9 % Conversations 1 0.9 % South Bend Home 1 0.9 % Flyer in utility bill 1 0.9 % City newsletter 1 0.9 % APPs on phone/tablet 1 0.9 % TV, radio 1 0.9 % Family & friends 1 0.9 % Email 1 0.9 % Mail updates 1 0.9 % Newsletter in utility bill 1 0.9 % NNN Organization 1 0.9 % Work 1 0.9 % Radio 1 0.9 % Media 1 0.9 % Google 1 0.9 % Neighborhood list serve 1 0.9 % Bars 1 0.9 % Mayor's letter in utility bill 1 0.9 % Press 1 0.9 % Flyers & posters 1 0.9 % Letter from Mayor Pete in utility bill 1 0.9 % Family members 1 0.9 % Monthly newsletter from Mayor & clerk 1 0.9 % Personal contact 1 0.9 % Newspapers, radio 1 0.9 % Sunnymede Neighborhood Group 1 0.9 % NPR Radio 1 0.9 % Magazine 1 0.9 % Total 109 100.0 % 2018 City of South Bend Community Survey Findings Report Page 59 Q9. Which TWO of the information sources listed in Question 8 do you MOST PREFER to learn about City issues, services, and events? Q9. Top choice Number Percent City website 80 11.1 % Social media 126 17.5 % Public meetings 21 2.9 % Local news 306 42.4 % Contacting City directly 26 3.6 % Other 35 4.9 % None chosen 127 17.6 % Total 721 100.0 % Q9. Which TWO of the information sources listed in Question 8 do you MOST PREFER to learn about City issues, services, and events? Q9. 2nd choice Number Percent City website 128 17.8 % Social media 130 18.0 % Public meetings 44 6.1 % Local news 148 20.5 % Contacting City directly 54 7.5 % Other 31 4.3 % None chosen 186 25.8 % Total 721 100.0 % Q9. Which TWO of the information sources listed in Question 8 do you MOST PREFER to learn about City issues, services, and events? (top 2) Q9. Sum of top 2 choices Number Percent City website 208 28.8 % Social media 256 35.5 % Public meetings 65 9.0 % Local news 454 63.0 % Contacting City directly 80 11.1 % Other 66 9.2 % None chosen 127 17.6 % Total 1256 2018 City of South Bend Community Survey Findings Report Page 60 Q10. Have you or other members of your household used the City of South Bend's website in the last year? Q10. Have you used City website in last year Number Percent Yes 383 53.1 % No 338 46.9 % Total 721 100.0 % Q10a. How did you access the City's website? Q10a. How did you access City's website Number Percent Computer 302 78.9 % Phone 156 40.7 % Tablet 63 16.4 % Total 521 Q10b. How would you rate the overall usefulness of the City's website? Q10b. How would you rate overall usefulness of City's website Number Percent Excellent 33 8.6 % Good 193 50.4 % Fair 122 31.9 % Poor 24 6.3 % Don't know 11 2.9 % Total 383 100.0 % WITHOUT “DON’T KNOW” Q10b. How would you rate the overall usefulness of the City's website? (without "don't know") Q10b. How would you rate overall usefulness of City's website Number Percent Excellent 33 8.9 % Good 193 51.9 % Fair 122 32.8 % Poor 24 6.5 % Total 372 100.0 % 2018 City of South Bend Community Survey Findings Report Page 61 Q11. Which of the following digital devices do you have access to in your home? Q11. What digital devices do you have access to in your home Number Percent Desktop computer 306 42.4 % Laptop 452 62.7 % Tablet 376 52.1 % Smartphone 562 77.9 % None 47 6.5 % Total 1743 WITHOUT “NONE” Q11. Which of the following digital devices do you have access to in your home? (without "none") Q11. What digital devices do you have access to in your home Number Percent Desktop computer 306 45.4 % Laptop 452 67.1 % Tablet 376 55.8 % Smartphone 562 83.4 % Total 1696 2018 City of South Bend Community Survey Findings Report Page 62 Q12. Have you called or visited the City with a question, problem, or complaint during the past year? Q12. Have you called or visited City with a question, problem, or complaint during past year Number Percent Yes 400 55.5 % No 321 44.5 % Total 721 100.0 % Q12a. How did you contact the City? Q12a. How did you contact City Number Percent Phone 338 85.1 % Email 29 7.3 % Social media 1 0.3 % In person 29 7.3 % Total 397 100.0 % Q12b. Did you contact 311? Q12b. Did you contact 311 Number Percent Yes 314 79.3 % No 82 20.7 % Total 396 100.0 % Q12c. How easy was it to address your issue? (without "not provided") Q12c. How easy was it to address your issue Number Percent Very easy 155 38.8 % Somewhat easy 115 28.8 % Neutral 56 14.0 % Difficult 40 10.0 % Very difficult 33 8.3 % Total 399 100.0 % 2018 City of South Bend Community Survey Findings Report Page 63 Q12d. What service did you contact the City about most recently? Q12d. What service did you contact the City about most recently Number Percent Trash removal 54 14.4 % Code enforcement 17 4.5 % Yard waste pickup 17 4.5 % Leaf pick up 13 3.5 % Large trash item pick up 11 2.9 % Pot holes 11 2.9 % 311 services 5 1.3 % Streets 5 1.3 % Waste removal 4 1.1 % Recycle 4 1.1 % Police 4 1.1 % Abandoned vehicles 3 0.8 % Water 3 0.8 % Property tax 3 0.8 % Animal control 3 0.8 % Street light outage 2 0.5 % Large item pick up 2 0.5 % Utilities 2 0.5 % Flooding 2 0.5 % Extra large trash pick up 2 0.5 % Special trash item 2 0.5 % Taxes 2 0.5 % Yard waste & leaf pickup 2 0.5 % Neighborhood trash 2 0.5 % Street repairs 2 0.5 % Missed trash pick up 2 0.5 % Building permits 2 0.5 % Streets and lighting 1 0.3 % Trash removal & recycling 1 0.3 % Fix the alley grading 1 0.3 % Trash bin being removed by staff without notifying 1 0.3 % Access to resources 1 0.3 % Road repaving and mailbox hit by plow 1 0.3 % Yard waste pickup and fire hydrant painting 1 0.3 % Water/trash removal 1 0.3 % Code enforcement pertaining to empty lot upkeep 1 0.3 % Flooding basement 1 0.3 % Broken elevators in Oarking garages 1 0.3 % To inquire about a certain event 1 0.3 % Water service for tenant home 1 0.3 % Leaf pick up & loose dogs 1 0.3 % Street department 1 0.3 % Vegetation growing along Walter St 1 0.3 % Felled tree from my property to street 1 0.3 % Claim on snow plow damage to my car 1 0.3 % 2018 City of South Bend Community Survey Findings Report Page 64 Q12d. What service did you contact the City about most recently? Q12d. What service did you contact the City about most recently Number Percent Digging a hole 1 0.3 % Speed bumps on Sunnymead Ave 1 0.3 % Our alley is in very poor condition 1 0.3 % Snow removal 1 0.3 % Organic resources and disposal of treated wood, rotten plywood 1 0.3 % Taxes, codes 1 0.3 % Sewer 1 0.3 % Water bill 1 0.3 % To report a neighbor's dirty yard 1 0.3 % Codes 1 0.3 % Pot holes, new parking ordinace 1 0.3 % Concern of a stranger's safety 1 0.3 % Need a new trash container 1 0.3 % Drain spouts 1 0.3 % Street work and question 1 0.3 % Southside light poles 1 0.3 % Tax & abandoned houses 1 0.3 % Possible gas leak 1 0.3 % Fire Dept 1 0.3 % Dumped trash from the floods 1 0.3 % Christmas tree pickup 1 0.3 % Curbs & sidewalks 1 0.3 % Pick up flood damaged material left at curb 1 0.3 % New streets with bike lanes 1 0.3 % Bill assistance 1 0.3 % Trash problem on Boland Dr and late night activity in Riverside Cemetery 1 0.3 % Trash, pot holes and street lights 1 0.3 % Water department 1 0.3 % House improvements 1 0.3 % Trash pick up for disabled 1 0.3 % Stolen garbage can 1 0.3 % Permits 1 0.3 % Disputing tripled home taxes 1 0.3 % Water damage in my home and on the street 1 0.3 % Drug house and city truck damaging our fence 1 0.3 % Drain and gutters 1 0.3 % Broken street lights 1 0.3 % Plowing, leaf pick up, trash removal, roads 1 0.3 % 120 cars a day @ drug house 1 0.3 % Property tax appeal and neighbors yard 1 0.3 % Solid waste 1 0.3 % Sewer cost from outside 1 0.3 % Tax assessment of my home 1 0.3 % 2018 City of South Bend Community Survey Findings Report Page 65 Q12d. What service did you contact the City about most recently? Q12d. What service did you contact the City about most recently Number Percent Property lines, code enforcements 1 0.3 % Neighborhood flooding 1 0.3 % Street bureau, engineering 1 0.3 % Charge with code 1 0.3 % Leaf pick up, traffic control 1 0.3 % Police response time & security 1 0.3 % Animal control, City clerk's office 1 0.3 % Registering homestead exemption 1 0.3 % Downspout disconnection 1 0.3 % My house 1 0.3 % Trash/noise 1 0.3 % Trash in front, drugs issues, gang issues 1 0.3 % City yardwaste containers/pick up 1 0.3 % Trash can placement 1 0.3 % Yard services and resource info 1 0.3 % Barricades on Wyckenham & Dubai 1 0.3 % My street not being plowed for 4 days 1 0.3 % Street drain 1 0.3 % Neighbor's abandoned vehicle 1 0.3 % Neighbor's drive way 1 0.3 % Stop signs around schools 1 0.3 % Sewer backed up in our finished basement 1 0.3 % Car left on street 1 0.3 % Extra trash/property tax information 1 0.3 % Work on home 1 0.3 % Street light outage/code enforcement 1 0.3 % Grants/community building 1 0.3 % Park near us 1 0.3 % Building 1 0.3 % Human resources-pension info 1 0.3 % Parking/noise 1 0.3 % Dog regulations, especially about pitbulls 1 0.3 % Noisy neighbor 1 0.3 % Curb pickup of refuse, recyclables 1 0.3 % Unprofessional police force 1 0.3 % Extra waste pickup 1 0.3 % Trash not being picked up 1 0.3 % Yard waste, street light outages, special debris pick up 1 0.3 % Street conditions 1 0.3 % Trash constantly being dumped in an empty lot on our street 1 0.3 % Water works/streets 1 0.3 % Traffic lights out 1 0.3 % Voting place 1 0.3 % Code enforcement issues/police 1 0.3 % 2018 City of South Bend Community Survey Findings Report Page 66 Q12d. What service did you contact the City about most recently? Q12d. What service did you contact the City about most recently Number Percent Street sinking in front of my driveway 1 0.3 % The fire department not sending the closest ambulance to my house 1 0.3 % When yard waste pick up would resume 1 0.3 % Over due taxes for real estate 1 0.3 % Code enforcement & 311 re-leaf & trash 1 0.3 % Broken light post 1 0.3 % Mayor's office 1 0.3 % Neighbors had 2 sofa on curb for 3 months 1 0.3 % Code enforcement on junk garage operation 1 0.3 % Poor street condition 1 0.3 % Neighborhood event 1 0.3 % Trash & recycle trucks pulling in my drive way 1 0.3 % Park problems and water waste 1 0.3 % Cleaning vacant lots in my neighborhood 1 0.3 % Results of court hearing 1 0.3 % Road repair 1 0.3 % Snow light outage 1 0.3 % Pipe burst on street 1 0.3 % Parks & recreation deptartment about forestry 1 0.3 % Assessment of real estate 1 0.3 % Blow zone for trains 1 0.3 % Sewer, flooding 1 0.3 % Snow pushed into front yard 1 0.3 % Hazardous waste disposal 1 0.3 % A donation for Jefferson to run 1 0.3 % Heavy trash pick up, leaf pick up 1 0.3 % Numerous items 1 0.3 % Extra yard waste pickup 1 0.3 % About a grant 1 0.3 % Tree on neighbor's property 1 0.3 % Getting a yard waste bin 1 0.3 % Stop sign on corner hidden by trees 1 0.3 % Pay water bill, trash/leaf pick up street light outages 1 0.3 % Business opening 1 0.3 % Taking trash to curb 1 0.3 % Loud noise in neighborhood 1 0.3 % Trash pick up and yard work 1 0.3 % Having gasline mark to put up fence 1 0.3 % Water & animal control 1 0.3 % Trash/leaf pick up 1 0.3 % Abandoned vehicle on our block causing major difficulty w/plowing 1 0.3 % Street lights, trash pick up 1 0.3 % White bin pick up date 1 0.3 % 2018 City of South Bend Community Survey Findings Report Page 67 Q12d. What service did you contact the City about most recently? Q12d. What service did you contact the City about most recently Number Percent Police on drug dealer 1 0.3 % Yard waste pick up & leaf burning 1 0.3 % Removal of a heavy appliance from property 1 0.3 % Marriage-divorce licenses 1 0.3 % Side alley & trash removal 1 0.3 % Sidewalk 1 0.3 % Heavy trash item pick up/trash 1 0.3 % Neighbors not picking up after their dogs 1 0.3 % Traffic and lighting 1 0.3 % St Jo County Treasurer 1 0.3 % Engineering department 1 0.3 % Hazardous waste recycling 1 0.3 % Making sure that the city cuts it's own grass and weeds in public spaces 1 0.3 % Copy of police report 1 0.3 % To speak to Cheri Peate about a speaking engagement 1 0.3 % Removal of large trash item 1 0.3 % Water quality 1 0.3 % Back flow valve 1 0.3 % The trash containers left down at the curb 1 0.3 % Code enforcement, abandoned vehicles 1 0.3 % Water works 1 0.3 % Problems with neighbors throwing things at and over my fence 1 0.3 % Trash service, large item removal 1 0.3 % Train horns 1 0.3 % Code enforcement, street conditions 1 0.3 % Waste management 1 0.3 % Plot plan 1 0.3 % Leaf pickup, sewers, streets, flooding 1 0.3 % Extra trash pickup at curb 1 0.3 % Street lights 1 0.3 % Large branches from storms 1 0.3 % Drug dealers everywhere city doesn't stop them doesn't care 1 0.3 % More police presence in neighborhood, park services 1 0.3 % Street light malfunction 1 0.3 % Yard waste and our streets with no curbs and the flooding problem 1 0.3 % Changing a traffic light 1 0.3 % Extra pick up and questions about recycling 1 0.3 % Plowing 1 0.3 % Roads 1 0.3 % Activity of park department trucks on our street 1 0.3 % Voting 1 0.3 % 2018 City of South Bend Community Survey Findings Report Page 68 Q12d. What service did you contact the City about most recently? Q12d. What service did you contact the City about most recently Number Percent Yard debris pickup 1 0.3 % Sidewalks, streets, community programs 1 0.3 % Keeping sidewalks clean in front of government offices 1 0.3 % Vacant house issue 1 0.3 % Total 374 100.0 % 2018 City of South Bend Community Survey Findings Report Page 69 Q12e. For each of the following several factors that may influence your perception of the quality of customer service you receive from City employees, please rate how often the employees you have contacted during the past year have displayed the behavior described using a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (N=400) Always Usually Sometimes Seldom Never Don't know Q12e-1. They were courteous & polite 38.0% 40.0% 15.8% 3.0% 0.8% 2.5% Q12e-2. They gave accurate answers to your questions 35.8% 32.5% 19.3% 6.3% 2.5% 3.8% Q12e-3. They did what they said they would do in a timely manner 31.3% 25.8% 20.3% 8.3% 6.5% 8.0% Q12e-4. They helped you resolve the issue to your satisfaction 29.3% 27.8% 19.8% 8.5% 10.5% 4.3% WITHOUT “DON’T KNOW” Q12e. For each of the following several factors that may influence your perception of the quality of customer service you receive from City employees, please rate how often the employees you have contacted during the past year have displayed the behavior described using a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (without "don't know") (N=400) Always Usually Sometimes Seldom Never Q12e-1. They were courteous & polite 39.0% 41.0% 16.2% 3.1% 0.8% Q12e-2. They gave accurate answers to your questions 37.1% 33.8% 20.0% 6.5% 2.6% Q12e-3. They did what they said they would do in a timely manner 34.0% 28.0% 22.0% 9.0% 7.1% Q12e-4. They helped you resolve the issue to your satisfaction 30.5% 29.0% 20.6% 8.9% 11.0% 2018 City of South Bend Community Survey Findings Report Page 70 Q13. Major Categories of City Services. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q13-1. Overall enforcement of local codes & ordinances 2.9% 31.5% 27.5% 19.0% 9.6% 9.6% Q13-2. How well City is planning growth 10.5% 34.8% 29.0% 12.1% 4.4% 9.2% Q13-3. Overall quality of local police protection 10.1% 43.0% 24.1% 11.9% 5.3% 5.5% Q13-4. Overall quality of fire services 23.7% 49.8% 14.3% 1.1% 0.1% 11.0% Q13-5. Overall quality of ambulance/emergency medical services 21.1% 44.4% 15.8% 1.5% 0.6% 16.6% Q13-6. Overall quality of trash collection services 17.3% 47.4% 15.1% 10.8% 5.8% 3.5% Q13-7. Overall maintenance of City streets, sidewalks, & infrastructure 3.6% 14.8% 15.4% 32.0% 30.8% 3.3% Q13-8. The process for getting a permit (for buildings, signs, fences, etc.) 3.5% 14.7% 24.5% 4.6% 2.5% 50.2% Q13-9. Overall quality of water utility services 11.2% 43.3% 25.4% 8.5% 5.0% 6.7% Q13-10. Overall quality of City's waste water system 9.3% 41.1% 26.1% 6.8% 5.7% 11.1% Q13-11. Overall quality of parks & recreation programs & facilities 12.6% 45.9% 23.3% 7.5% 3.1% 7.6% 2018 City of South Bend Community Survey Findings Report Page 71 WITHOUT “DON’T KNOW” Q13. Major Categories of City Services. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q13-1. Overall enforcement of local codes & ordinances 3.2% 34.8% 30.4% 21.0% 10.6% Q13-2. How well City is planning growth 11.6% 38.3% 31.9% 13.3% 4.9% Q13-3. Overall quality of local police protection 10.7% 45.5% 25.6% 12.6% 5.6% Q13-4. Overall quality of fire services 26.6% 55.9% 16.0% 1.2% 0.2% Q13-5. Overall quality of ambulance/ emergency medical services 25.3% 53.2% 19.0% 1.8% 0.7% Q13-6. Overall quality of trash collection services 18.0% 49.1% 15.7% 11.2% 6.0% Q13-7. Overall maintenance of City streets, sidewalks, & infrastructure 3.7% 15.4% 15.9% 33.1% 31.9% Q13-8. The process for getting a permit (for buildings, signs, fences, etc.) 7.0% 29.5% 49.3% 9.2% 5.0% Q13-9. Overall quality of water utility services 12.0% 46.4% 27.2% 9.1% 5.3% Q13-10. Overall quality of City's waste water system 10.5% 46.2% 29.3% 7.6% 6.4% Q13-11. Overall quality of parks & recreation programs & facilities 13.7% 49.7% 25.2% 8.1% 3.3% 2018 City of South Bend Community Survey Findings Report Page 72 Q14. Which THREE of the items listed in Question 13 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q14. Top choice Number Percent Overall enforcement of local codes & ordinances 50 6.9 % How well City is planning growth 91 12.6 % Overall quality of local police protection 127 17.6 % Overall quality of fire services 1 0.1 % Overall quality of ambulance/emergency medical services 1 0.1 % Overall quality of trash collection services 16 2.2 % Overall maintenance of City streets, sidewalks, & infrastructure 285 39.5 % The process for getting a permit (for buildings, signs, fences, etc.) 5 0.7 % Overall quality of water utility services 18 2.5 % Overall quality of City's waste water system 20 2.8 % Overall quality of parks & recreation programs & facilities 23 3.2 % None chosen 84 11.7 % Total 721 100.0 % Q14. Which THREE of the items listed in Question 13 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q14. 2nd choice Number Percent Overall enforcement of local codes & ordinances 78 10.8 % How well City is planning growth 85 11.8 % Overall quality of local police protection 109 15.1 % Overall quality of fire services 19 2.6 % Overall quality of ambulance/emergency medical services 6 0.8 % Overall quality of trash collection services 27 3.7 % Overall maintenance of City streets, sidewalks, & infrastructure 137 19.0 % The process for getting a permit (for buildings, signs, fences, etc.) 2 0.3 % Overall quality of water utility services 40 5.5 % Overall quality of City's waste water system 29 4.0 % Overall quality of parks & recreation programs & facilities 64 8.9 % None chosen 125 17.3 % Total 721 100.0 % 2018 City of South Bend Community Survey Findings Report Page 73 Q14. Which THREE of the items listed in Question 13 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q14. 3rd choice Number Percent Overall enforcement of local codes & ordinances 70 9.7 % How well City is planning growth 78 10.8 % Overall quality of local police protection 67 9.3 % Overall quality of fire services 13 1.8 % Overall quality of ambulance/emergency medical services 13 1.8 % Overall quality of trash collection services 31 4.3 % Overall maintenance of City streets, sidewalks, & infrastructure 72 10.0 % The process for getting a permit (for buildings, signs, fences, etc.) 11 1.5 % Overall quality of water utility services 42 5.8 % Overall quality of City's waste water system 34 4.7 % Overall quality of parks & recreation programs & facilities 90 12.5 % None chosen 200 27.7 % Total 721 100.0 % Q14. Which THREE of the items listed in Question 13 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q14. Sum of top 3 choices Number Percent Overall enforcement of local codes & ordinances 198 27.5 % How well City is planning growth 254 35.2 % Overall quality of local police protection 303 42.0 % Overall quality of fire services 33 4.6 % Overall quality of ambulance/emergency medical services 20 2.8 % Overall quality of trash collection services 74 10.3 % Overall maintenance of City streets, sidewalks, & infrastructure 494 68.5 % The process for getting a permit (for buildings, signs, fences, etc.) 18 2.5 % Overall quality of water utility services 100 13.9 % Overall quality of City's waste water system 83 11.5 % Overall quality of parks & recreation programs & facilities 177 24.5 % None chosen 84 11.7 % Total 1838 2018 City of South Bend Community Survey Findings Report Page 74 Q15. Community Investment. Please rate the City of South Bend with regard to each of the following using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q15-1. Overall quality of new development in City 12.3% 39.4% 28.0% 10.3% 3.6% 6.4% Q15-2. Overall quality of redevelopment in City 10.4% 36.6% 29.5% 12.3% 5.1% 6.0% Q15-3. Quality of Downtown revitalization 16.2% 38.4% 23.0% 10.3% 6.8% 5.3% Q15-4. Overall appearance of your neighborhood 9.0% 35.5% 20.5% 19.3% 12.3% 3.3% Q15-5. Housing quality in your neighborhood 9.6% 37.4% 24.0% 16.2% 9.6% 3.2% Q15-6. Communication of plans for development projects 3.5% 21.1% 32.9% 17.3% 11.4% 13.9% 2018 City of South Bend Community Survey Findings Report Page 75 WITHOUT “DON’T KNOW” Q15. Community Investment. Please rate the City of South Bend with regard to each of the following using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q15-1. Overall quality of new development in City 13.2% 42.1% 29.9% 11.0% 3.9% Q15-2. Overall quality of redevelopment in City 11.1% 38.9% 31.4% 13.1% 5.5% Q15-3. Quality of Downtown revitalization 17.1% 40.6% 24.3% 10.8% 7.2% Q15-4. Overall appearance of your neighborhood 9.3% 36.7% 21.2% 19.9% 12.8% Q15-5. Housing quality in your neighborhood 9.9% 38.7% 24.8% 16.8% 9.9% Q15-6. Communication of plans for development projects 4.0% 24.5% 38.2% 20.1% 13.2% 2018 City of South Bend Community Survey Findings Report Page 76 Q16. Which TWO of the items listed in Question 15 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q16. Top choice Number Percent Overall quality of new development in City 86 11.9 % Overall quality of redevelopment in City 125 17.3 % Quality of Downtown revitalization 82 11.4 % Overall appearance of your neighborhood 165 22.9 % Housing quality in your neighborhood 73 10.1 % Communication of plans for development projects 57 7.9 % None chosen 133 18.4 % Total 721 100.0 % Q16. Which TWO of the items listed in Question 15 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q16. 2nd choice Number Percent Overall quality of new development in City 84 11.7 % Overall quality of redevelopment in City 115 16.0 % Quality of Downtown revitalization 69 9.6 % Overall appearance of your neighborhood 82 11.4 % Housing quality in your neighborhood 143 19.8 % Communication of plans for development projects 56 7.8 % None chosen 172 23.9 % Total 721 100.0 % Q16. Which TWO of the items listed in Question 15 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 2) Q16. Sum of top 2 choices Number Percent Overall quality of new development in City 170 23.6 % Overall quality of redevelopment in City 240 33.3 % Quality of Downtown revitalization 151 20.9 % Overall appearance of your neighborhood 247 34.3 % Housing quality in your neighborhood 216 30.0 % Communication of plans for development projects 113 15.7 % None chosen 133 18.4 % Total 1270 2018 City of South Bend Community Survey Findings Report Page 77 Q17. Do you feel that your neighborhood has improved over the past FIVE years? Q17. Do you feel that your neighborhood has improved over past five years Number Percent Yes 190 26.4 % No 364 50.5 % Have not lived in my neighborhood for 5 years 141 19.6 % Not provided 26 3.6 % Total 721 100.0 % WITHOUT “NOT PROVIDED” Q17. Do you feel that your neighborhood has improved over the past FIVE years? (without "not provided") Q17. Do you feel that your neighborhood has improved over past five years Number Percent Yes 190 27.3 % No 364 52.4 % Have not lived in my neighborhood for 5 years 141 20.3 % Total 695 100.0 % 2018 City of South Bend Community Survey Findings Report Page 78 Q18. Do you belong to a neighborhood association? Q18. Do you belong to a neighborhood association Number Percent Yes 111 15.4 % No 610 84.6 % Total 721 100.0 % Q18a. How satisfied are you with the City's engagement with your neighborhood association? Q18a. How satisfied are you with City's engagement with your neighborhood association Number Percent Very satisfied 8 7.2 % Satisfied 28 25.2 % Neutral 45 40.5 % Dissatisfied 18 16.2 % Very dissatisfied 8 7.2 % Don't know 4 3.6 % Total 111 100.0 % WITHOUT “DON’T KNOW” Q18a. How satisfied are you with the City's engagement with your neighborhood association? (without "don't know") Q18a. How satisfied are you with City's engagement with your neighborhood association Number Percent Very satisfied 8 7.5 % Satisfied 28 26.2 % Neutral 45 42.1 % Dissatisfied 18 16.8 % Very dissatisfied 8 7.5 % Total 107 100.0 % 2018 City of South Bend Community Survey Findings Report Page 79 Q19. Are you aware of development plans for your neighborhood? Q19. Are you aware of development plans for your neighborhood Number Percent Yes 91 12.6 % No 630 87.4 % Total 721 100.0 % Q19a. How satisfied are you with the quality of your neighborhood development plans? Q19a. How satisfied are you with the quality of your neighborhood development plans Number Percent Very satisfied 13 14.3 % Satisfied 22 24.2 % Neutral 29 31.9 % Dissatisfied 19 20.9 % Very dissatisfied 8 8.8 % Total 91 100.0 % 2018 City of South Bend Community Survey Findings Report Page 80 Q20. Code Enforcement. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q20-1. Enforcing clean-up of trash & debris on private property 4.2% 22.2% 25.2% 24.8% 12.9% 10.7% Q20-2. Enforcing exterior maintenance of commercial/ business property 3.1% 20.7% 31.6% 19.3% 9.3% 16.1% Q20-3. Enforcing exterior maintenance of residential property (e.g. condition of buildings) 3.2% 16.2% 32.9% 23.7% 12.2% 11.8% Q20-4. City efforts to remove abandoned or inoperative vehicles 4.4% 20.2% 27.3% 14.3% 11.2% 22.5% Q20-5. Enforcing mowing & cutting of grass & weeds on private property 4.4% 20.7% 25.8% 21.8% 13.6% 13.7% Q20-6. Quality of animal control 6.1% 30.1% 28.3% 11.8% 6.9% 16.8% 2018 City of South Bend Community Survey Findings Report Page 81 WITHOUT “DON’T KNOW” Q20. Code Enforcement. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q20-1. Enforcing clean-up of trash & debris on private property 4.7% 24.8% 28.3% 27.8% 14.4% Q20-2. Enforcing exterior maintenance of commercial/business property 3.6% 24.6% 37.7% 23.0% 11.1% Q20-3. Enforcing exterior maintenance of residential property (e.g. condition of buildings) 3.6% 18.4% 37.3% 26.9% 13.8% Q20-4. City efforts to remove abandoned or inoperative vehicles 5.7% 26.1% 35.2% 18.4% 14.5% Q20-5. Enforcing mowing & cutting of grass & weeds on private property 5.1% 24.0% 29.9% 25.2% 15.8% Q20-6. Quality of animal control 7.3% 36.2% 34.0% 14.2% 8.3% 2018 City of South Bend Community Survey Findings Report Page 82 Q21. Which TWO of the items listed in Question 20 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q21. Top choice Number Percent Enforcing clean-up of trash & debris on private property 197 27.3 % Enforcing exterior maintenance of commercial/business property 85 11.8 % Enforcing exterior maintenance of residential property (e. g. condition of buildings) 115 16.0 % City efforts to remove abandoned or inoperative vehicles 61 8.5 % Enforcing mowing & cutting of grass & weeds on private property 59 8.2 % Quality of animal control 39 5.4 % None chosen 165 22.9 % Total 721 100.0 % Q21. Which TWO of the items listed in Question 20 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q21. 2nd choice Number Percent Enforcing clean-up of trash & debris on private property 84 11.7 % Enforcing exterior maintenance of commercial/business property 98 13.6 % Enforcing exterior maintenance of residential property (e. g. condition of buildings) 133 18.4 % City efforts to remove abandoned or inoperative vehicles 52 7.2 % Enforcing mowing & cutting of grass & weeds on private property 114 15.8 % Quality of animal control 38 5.3 % None chosen 202 28.0 % Total 721 100.0 % Q21. Which TWO of the items listed in Question 20 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 2) Q21. Sum of top 2 choices Number Percent Enforcing clean-up of trash & debris on private property 281 39.0 % Enforcing exterior maintenance of commercial/business property 183 25.4 % Enforcing exterior maintenance of residential property (e. g. condition of buildings) 248 34.4 % City efforts to remove abandoned or inoperative vehicles 113 15.7 % Enforcing mowing & cutting of grass & weeds on private property 173 24.0 % Quality of animal control 77 10.7 % None chosen 165 22.9 % Total 1240 2018 City of South Bend Community Survey Findings Report Page 83 Q22. Solid Waste. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q22-1. Timeliness of your trash service 32.5% 46.0% 12.1% 4.0% 1.0% 4.4% Q22-2. Courtesy of employees who pick up your trash 23.2% 31.1% 16.4% 5.8% 2.5% 21.1% Q22-3. City efforts to keep you informed about disruptions to trash service 17.5% 36.9% 22.5% 8.7% 2.8% 11.7% Q22-4. Bulky item pick-up/ removal services (e.g. old furniture, appliances) 19.8% 33.7% 19.4% 8.9% 4.6% 13.6% Q22-5. Quality of yard waste collection services 17.6% 36.3% 19.3% 10.5% 5.0% 11.2% Q22-6. Efforts by employees to ensure that all of your trash/yard waste is removed 18.7% 36.3% 20.4% 10.7% 6.0% 7.9% Q22-7. What you are charged for trash service 8.3% 32.2% 32.9% 10.4% 8.0% 8.2% 2018 City of South Bend Community Survey Findings Report Page 84 WITHOUT “DON’T KNOW” Q22. Solid Waste. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q22-1. Timeliness of your trash service 34.0% 48.2% 12.6% 4.2% 1.0% Q22-2. Courtesy of employees who pick up your trash 29.3% 39.4% 20.7% 7.4% 3.2% Q22-3. City efforts to keep you informed about disruptions to trash service 19.8% 41.8% 25.4% 9.9% 3.1% Q22-4. Bulky item pick-up/removal services (e.g. old furniture, appliances) 23.0% 39.0% 22.5% 10.3% 5.3% Q22-5. Quality of yard waste collection services 19.8% 40.9% 21.7% 11.9% 5.6% Q22-6. Efforts by employees to ensure that all of your trash/yard waste is removed 20.3% 39.5% 22.1% 11.6% 6.5% Q22-7. What you are charged for trash service 9.1% 35.0% 35.8% 11.3% 8.8% 2018 City of South Bend Community Survey Findings Report Page 85 Q23. Which TWO of the items listed in Question 22 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q23. Top choice Number Percent Timeliness of your trash service 36 5.0 % Courtesy of employees who pick up your trash 36 5.0 % City efforts to keep you informed about disruptions to trash service 54 7.5 % Bulky item pick-up/removal services (e.g. old furniture, appliances) 93 12.9 % Quality of yard waste collection services 76 10.5 % Efforts by employees to ensure that all of your trash/yard waste is removed 77 10.7 % What you are charged for trash service 110 15.3 % None chosen 239 33.1 % Total 721 100.0 % Q23. Which TWO of the items listed in Question 22 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q23. 2nd choice Number Percent Timeliness of your trash service 27 3.7 % Courtesy of employees who pick up your trash 20 2.8 % City efforts to keep you informed about disruptions to trash service 59 8.2 % Bulky item pick-up/removal services (e.g. old furniture, appliances) 73 10.1 % Quality of yard waste collection services 58 8.0 % Efforts by employees to ensure that all of your trash/yard waste is removed 86 11.9 % What you are charged for trash service 70 9.7 % None chosen 328 45.5 % Total 721 100.0 % 2018 City of South Bend Community Survey Findings Report Page 86 Q23. Which TWO of the items listed in Question 22 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 2) Q23. Sum of top 2 choices Number Percent Timeliness of your trash service 63 8.7 % Courtesy of employees who pick up your trash 56 7.8 % City efforts to keep you informed about disruptions to trash service 113 15.7 % Bulky item pick-up/removal services (e.g. old furniture, appliances) 166 23.0 % Quality of yard waste collection services 134 18.6 % Efforts by employees to ensure that all of your trash/yard waste is removed 163 22.6 % What you are charged for trash service 180 25.0 % None chosen 239 33.1 % Total 1114 2018 City of South Bend Community Survey Findings Report Page 87 Q24. Public Safety. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q24-1. Visibility of police in neighborhoods 8.6% 36.1% 28.0% 16.4% 6.1% 4.9% Q24-2. Visibility of police in commercial & retail areas 7.9% 36.2% 31.6% 11.1% 3.3% 9.8% Q24-3. Enforcement of local traffic laws 6.7% 34.7% 27.9% 16.6% 6.8% 7.4% Q24-4. Professionalism of City police officers 16.5% 38.0% 20.8% 7.4% 6.0% 11.4% Q24-5. How quickly police respond to emergencies 14.4% 32.6% 23.2% 7.2% 4.9% 17.8% Q24-6. Overall feeling of safety in your neighborhood 10.1% 37.0% 27.2% 14.7% 7.2% 3.7% Q24-7. Efforts by local government in your area to prevent crime 5.8% 20.4% 32.6% 18.0% 8.6% 14.6% Q24-8. Fire inspection programs in your community 7.8% 19.0% 28.4% 4.9% 2.1% 37.9% Q24-9. Fire education programs in your community 9.0% 18.7% 28.6% 4.9% 1.8% 37.0% Q24-10. Professionalism of fire & EMS personnel 22.9% 33.0% 14.8% 1.8% 1.1% 26.4% Q24-11. How quickly fire services personnel respond to emergencies 23.7% 32.2% 14.1% 1.5% 0.6% 27.9% Q24-12. How quickly ambulance/EMS personnel respond to emergencies 22.6% 33.6% 14.6% 1.1% 1.0% 27.2% 2018 City of South Bend Community Survey Findings Report Page 88 WITHOUT “DON’T KNOW” Q24. Public Safety. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q24-1. Visibility of police in neighborhoods 9.0% 37.9% 29.4% 17.2% 6.4% Q24-2. Visibility of police in commercial & retail areas 8.8% 40.2% 35.1% 12.3% 3.7% Q24-3. Enforcement of local traffic laws 7.2% 37.4% 30.1% 18.0% 7.3% Q24-4. Professionalism of City police officers 18.6% 42.9% 23.5% 8.3% 6.7% Q24-5. How quickly police respond to emergencies 17.5% 39.6% 28.2% 8.8% 5.9% Q24-6. Overall feeling of safety in your neighborhood 10.5% 38.5% 28.2% 15.3% 7.5% Q24-7. Efforts by local government in your area to prevent crime 6.8% 23.9% 38.1% 21.1% 10.1% Q24-8. Fire inspection programs in your community 12.5% 30.6% 45.8% 7.8% 3.3% Q24-9. Fire education programs in your community 14.3% 29.7% 45.4% 7.7% 2.9% Q24-10. Professionalism of fire & EMS personnel 31.1% 44.8% 20.2% 2.4% 1.5% Q24-11. How quickly fire services personnel respond to emergencies 32.9% 44.6% 19.6% 2.1% 0.8% Q24-12. How quickly ambulance/EMS personnel respond to emergencies 31.0% 46.1% 20.0% 1.5% 1.3% 2018 City of South Bend Community Survey Findings Report Page 89 Q25. Which THREE of the items listed in Question 24 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q25. Top choice Number Percent Visibility of police in neighborhoods 170 23.6 % Visibility of police in commercial & retail areas 22 3.1 % Enforcement of local traffic laws 62 8.6 % Professionalism of City police officers 67 9.3 % How quickly police respond to emergencies 31 4.3 % Overall feeling of safety in your neighborhood 68 9.4 % Efforts by local government in your area to prevent crime 70 9.7 % Fire inspection programs in your community 13 1.8 % Fire education programs in your community 6 0.8 % How quickly fire services personnel respond to emergencies 5 0.7 % How quickly ambulance/EMS personnel respond to emergencies 8 1.1 % None chosen 199 27.6 % Total 721 100.0 % Q25. Which THREE of the items listed in Question 24 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q25. 2nd choice Number Percent Visibility of police in neighborhoods 58 8.0 % Visibility of police in commercial & retail areas 68 9.4 % Enforcement of local traffic laws 65 9.0 % Professionalism of City police officers 28 3.9 % How quickly police respond to emergencies 46 6.4 % Overall feeling of safety in your neighborhood 95 13.2 % Efforts by local government in your area to prevent crime 73 10.1 % Fire inspection programs in your community 13 1.8 % Fire education programs in your community 15 2.1 % Professionalism of fire & EMS personnel 4 0.6 % How quickly fire services personnel respond to emergencies 10 1.4 % How quickly ambulance/EMS personnel respond to emergencies 8 1.1 % None chosen 238 33.0 % Total 721 100.0 % 2018 City of South Bend Community Survey Findings Report Page 90 Q25. Which THREE of the items listed in Question 24 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q25. 3rd choice Number Percent Visibility of police in neighborhoods 55 7.6 % Visibility of police in commercial & retail areas 46 6.4 % Enforcement of local traffic laws 36 5.0 % Professionalism of City police officers 38 5.3 % How quickly police respond to emergencies 35 4.9 % Overall feeling of safety in your neighborhood 59 8.2 % Efforts by local government in your area to prevent crime 70 9.7 % Fire inspection programs in your community 10 1.4 % Fire education programs in your community 26 3.6 % Professionalism of fire & EMS personnel 3 0.4 % How quickly fire services personnel respond to emergencies 18 2.5 % How quickly ambulance/EMS personnel respond to emergencies 9 1.2 % None chosen 316 43.8 % Total 721 100.0 % Q25. Which THREE of the items listed in Question 24 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q25. Sum of top 3 choices Number Percent Visibility of police in neighborhoods 283 39.3 % Visibility of police in commercial & retail areas 136 18.9 % Enforcement of local traffic laws 163 22.6 % Professionalism of City police officers 133 18.4 % How quickly police respond to emergencies 112 15.5 % Overall feeling of safety in your neighborhood 222 30.8 % Efforts by local government in your area to prevent crime 213 29.5 % Fire inspection programs in your community 36 5.0 % Fire education programs in your community 47 6.5 % Professionalism of fire & EMS personnel 7 1.0 % How quickly fire services personnel respond to emergencies 33 4.6 % How quickly ambulance/EMS personnel respond to emergencies 25 3.5 % None chosen 199 27.6 % Total 1609 2018 City of South Bend Community Survey Findings Report Page 91 Q26. Traffic and Transportation. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q26-1. Condition of major City streets 1.5% 10.5% 12.8% 35.0% 36.1% 4.2% Q26-2. Flow of traffic in Downtown area 5.7% 23.2% 21.9% 19.0% 24.7% 5.5% Q26-3. Condition of streets in your neighborhood 2.6% 18.0% 19.7% 29.7% 26.1% 3.9% Q26-4. Cleanliness of streets & other public areas 2.4% 26.1% 29.7% 25.8% 11.1% 5.0% Q26-5. Condition of street signs & traffic signals 8.3% 47.4% 28.3% 8.0% 3.5% 4.4% Q26-6. Adequacy of street lighting in your neighborhood 6.7% 39.5% 24.5% 16.6% 7.5% 5.1% Q26-7. Condition of sidewalks in your neighborhood 5.0% 27.9% 21.1% 24.8% 14.8% 6.4% Q26-8. Condition of catch basins (storm drains) in your neighborhood 4.3% 30.7% 25.9% 16.0% 10.7% 12.5% Q26-9. Snow removal on major City streets 11.0% 46.3% 19.7% 10.7% 7.9% 4.4% Q26-10. Snow removal on neighborhood streets 6.0% 28.8% 21.1% 20.9% 17.1% 6.1% Q26-11. Quality of public transportation services 5.5% 22.6% 23.4% 5.8% 4.6% 38.0% Q26-12. On-street bicycle infrastructure (bike lanes/ signs/arrows) 8.7% 27.6% 31.6% 8.9% 9.2% 14.0% 2018 City of South Bend Community Survey Findings Report Page 92 WITHOUT “DON’T KNOW” Q26. Traffic and Transportation. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q26-1. Condition of major City streets 1.6% 11.0% 13.3% 36.5% 37.6% Q26-2. Flow of traffic in Downtown area 6.0% 24.5% 23.2% 20.1% 26.1% Q26-3. Condition of streets in your neighborhood 2.7% 18.8% 20.5% 30.9% 27.1% Q26-4. Cleanliness of streets & other public areas 2.5% 27.4% 31.2% 27.2% 11.7% Q26-5. Condition of street signs & traffic signals 8.7% 49.6% 29.6% 8.4% 3.6% Q26-6. Adequacy of street lighting in your neighborhood 7.0% 41.7% 25.9% 17.5% 7.9% Q26-7. Condition of sidewalks in your neighborhood 5.3% 29.8% 22.5% 26.5% 15.9% Q26-8. Condition of catch basins (storm drains) in your neighborhood 4.9% 35.0% 29.6% 18.2% 12.2% Q26-9. Snow removal on major City streets 11.5% 48.5% 20.6% 11.2% 8.3% Q26-10. Snow removal on neighborhood streets 6.4% 30.7% 22.5% 22.3% 18.2% Q26-11. Quality of public transportation services 8.9% 36.5% 37.8% 9.4% 7.4% Q26-12. On-street bicycle infrastructure (bike lanes/signs/arrows) 10.2% 32.1% 36.8% 10.3% 10.6% 2018 City of South Bend Community Survey Findings Report Page 93 Q27. Which THREE of the items listed in Question 26 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q27. Top choice Number Percent Condition of major City streets 280 38.8 % Flow of traffic in Downtown area 66 9.2 % Condition of streets in your neighborhood 111 15.4 % Cleanliness of streets & other public areas 16 2.2 % Adequacy of street lighting in your neighborhood 17 2.4 % Condition of sidewalks in your neighborhood 30 4.2 % Condition of catch basins (storm drains) in your neighborhood 18 2.5 % Snow removal on major City streets 10 1.4 % Snow removal on neighborhood streets 38 5.3 % Quality of public transportation services 11 1.5 % On-street bicycle infrastructure (bike lanes/signs/arrows) 14 1.9 % None chosen 110 15.3 % Total 721 100.0 % Q27. Which THREE of the items listed in Question 26 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q27. 2nd choice Number Percent Condition of major City streets 79 11.0 % Flow of traffic in Downtown area 106 14.7 % Condition of streets in your neighborhood 122 16.9 % Cleanliness of streets & other public areas 53 7.4 % Condition of street signs & traffic signals 15 2.1 % Adequacy of street lighting in your neighborhood 34 4.7 % Condition of sidewalks in your neighborhood 55 7.6 % Condition of catch basins (storm drains) in your neighborhood 29 4.0 % Snow removal on major City streets 30 4.2 % Snow removal on neighborhood streets 40 5.5 % Quality of public transportation services 12 1.7 % On-street bicycle infrastructure (bike lanes/signs/arrows) 4 0.6 % None chosen 142 19.7 % Total 721 100.0 % 2018 City of South Bend Community Survey Findings Report Page 94 Q27. Which THREE of the items listed in Question 26 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q27. 3rd choice Number Percent Condition of major City streets 32 4.4 % Flow of traffic in Downtown area 33 4.6 % Condition of streets in your neighborhood 72 10.0 % Cleanliness of streets & other public areas 79 11.0 % Condition of street signs & traffic signals 12 1.7 % Adequacy of street lighting in your neighborhood 39 5.4 % Condition of sidewalks in your neighborhood 64 8.9 % Condition of catch basins (storm drains) in your neighborhood 30 4.2 % Snow removal on major City streets 26 3.6 % Snow removal on neighborhood streets 86 11.9 % Quality of public transportation services 21 2.9 % On-street bicycle infrastructure (bike lanes/signs/arrows) 27 3.7 % None chosen 200 27.7 % Total 721 100.0 % Q27. Which THREE of the items listed in Question 26 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q27. Sum of top 3 choices Number Percent Condition of major City streets 391 54.2 % Flow of traffic in Downtown area 205 28.4 % Condition of streets in your neighborhood 305 42.3 % Cleanliness of streets & other public areas 148 20.5 % Condition of street signs & traffic signals 27 3.7 % Adequacy of street lighting in your neighborhood 90 12.5 % Condition of sidewalks in your neighborhood 149 20.7 % Condition of catch basins (storm drains) in your neighborhood 77 10.7 % Snow removal on major City streets 66 9.2 % Snow removal on neighborhood streets 164 22.7 % Quality of public transportation services 44 6.1 % On-street bicycle infrastructure (bike lanes/signs/arrows) 45 6.2 % None chosen 110 15.3 % Total 1821 2018 City of South Bend Community Survey Findings Report Page 95 Q28. Water Utility. Have you had a sewer backup in your home during the past year? Q28.Have you had a sewer backup in your home during past year Number Percent Yes 106 14.7 % No 615 85.3 % Total 721 100.0 % Q28a. Was the backup caused by problems in the City's system? Q28a. Was the backup caused by problems in City's system Number Percent Yes 72 71.3 % No 29 28.7 % Total 101 100.0 % Q28b. Was the problem resolved to your satisfaction? Q28b. Was the problem resolved to your satisfaction Number Percent Yes 43 43.0 % No 57 57.0 % Total 100 100.0 % 2018 City of South Bend Community Survey Findings Report Page 96 Q29. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q29-1. Smell of your tap water 12.3% 39.0% 25.4% 11.2% 6.2% 5.8% Q29-2. Taste of your tap water 11.9% 32.9% 22.7% 16.5% 8.9% 7.1% Q29-3. Water pressure on a typical day 16.8% 44.8% 20.7% 8.7% 4.6% 4.4% Q29-4. How well City keeps you informed about water quality issues 8.7% 28.0% 30.8% 11.8% 6.1% 14.6% Q29-5. Accuracy of your utility bill 11.2% 36.8% 29.3% 5.3% 5.0% 12.5% Q29-6. How easy your utility bill is to understand 14.0% 44.5% 25.4% 5.0% 2.9% 8.2% Q29-7. How easy it is to resolve billing problems 8.2% 24.4% 23.3% 6.8% 4.0% 33.3% Q29-8. What you are charged for utilities 4.6% 25.1% 28.6% 22.1% 10.8% 8.9% 2018 City of South Bend Community Survey Findings Report Page 97 WITHOUT “DON’T KNOW” Q29. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q29-1. Smell of your tap water 13.1% 41.4% 27.0% 11.9% 6.6% Q29-2. Taste of your tap water 12.8% 35.4% 24.5% 17.8% 9.6% Q29-3. Water pressure on a typical day 17.6% 46.9% 21.6% 9.1% 4.8% Q29-4. How well City keeps you informed about water quality issues 10.2% 32.8% 36.0% 13.8% 7.1% Q29-5. Accuracy of your utility bill 12.8% 42.0% 33.4% 6.0% 5.7% Q29-6. How easy your utility bill is to understand 15.3% 48.5% 27.6% 5.4% 3.2% Q29-7. How easy it is to resolve billing problems 12.3% 36.6% 34.9% 10.2% 6.0% Q29-8. What you are charged for utilities 5.0% 27.5% 31.4% 24.2% 11.9% 2018 City of South Bend Community Survey Findings Report Page 98 Q30. Which TWO of the items listed in Question 29 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q30. Top choice Number Percent Smell of your tap water 64 8.9 % Taste of your tap water 105 14.6 % Water pressure on a typical day 46 6.4 % How well City keeps you informed about water quality issues 75 10.4 % Accuracy of your utility bill 22 3.1 % How easy your utility bill is to understand 6 0.8 % How easy it is to resolve billing problems 18 2.5 % What you are charged for utilities 141 19.6 % None chosen 244 33.8 % Total 721 100.0 % Q30. Which TWO of the items listed in Question 29 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q30. 2nd choice Number Percent Smell of your tap water 40 5.5 % Taste of your tap water 88 12.2 % Water pressure on a typical day 45 6.2 % How well City keeps you informed about water quality issues 68 9.4 % Accuracy of your utility bill 34 4.7 % How easy your utility bill is to understand 26 3.6 % How easy it is to resolve billing problems 30 4.2 % What you are charged for utilities 81 11.2 % None chosen 309 42.9 % Total 721 100.0 % Q30. Which TWO of the items listed in Question 29 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 2) Q30. Sum of top 3 choices Number Percent Smell of your tap water 104 14.4 % Taste of your tap water 193 26.8 % Water pressure on a typical day 91 12.6 % How well City keeps you informed about water quality issues 143 19.8 % Accuracy of your utility bill 56 7.8 % How easy your utility bill is to understand 32 4.4 % How easy it is to resolve billing problems 48 6.7 % What you are charged for utilities 222 30.8 % None chosen 244 33.8 % Total 1133 2018 City of South Bend Community Survey Findings Report Page 99 Q31. Venues, Parks, and Arts. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q31-1. Maintenance of City parks 9.0% 46.0% 22.6% 8.7% 2.1% 11.5% Q31-2. Number of walking & biking trails 12.1% 40.1% 22.3% 8.7% 2.4% 14.4% Q31-3. Access to parks in your neighborhood 12.6% 41.7% 25.2% 7.4% 3.2% 9.8% Q31-4. Condition of restrooms in public parks 2.2% 12.1% 23.3% 19.7% 9.2% 33.6% Q31-5. Availability of recreation programming in your neighborhood 5.5% 18.2% 29.5% 12.9% 6.0% 27.9% Q31-6. Fees charged for recreation programs 4.0% 17.6% 28.4% 6.7% 5.0% 38.3% Q31-7. Ease of registering for recreation programs such as classes, trips, & special events 4.0% 18.9% 27.3% 4.6% 3.2% 42.0% 2018 City of South Bend Community Survey Findings Report Page 100 WITHOUT “DON’T KNOW” Q31. Venues, Parks, and Arts. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know") (N=721) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q31-1. Maintenance of City parks 10.2% 52.0% 25.5% 9.9% 2.4% Q31-2. Number of walking & biking trails 14.1% 46.8% 26.1% 10.2% 2.8% Q31-3. Access to parks in your neighborhood 14.0% 46.3% 28.0% 8.2% 3.5% Q31-4. Condition of restrooms in public parks 3.3% 18.2% 35.1% 29.6% 13.8% Q31-5. Availability of recreation programming in your neighborhood 7.7% 25.2% 41.0% 17.9% 8.3% Q31-6. Fees charged for recreation programs 6.5% 28.5% 46.1% 10.8% 8.1% Q31-7. Ease of registering for recreation programs such as classes, trips, & special events 6.9% 32.5% 47.1% 7.9% 5.5% 2018 City of South Bend Community Survey Findings Report Page 101 Q32. Which TWO of the items listed in Question 31 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q32. Top choice Number Percent Maintenance of City parks 127 17.6 % Number of walking & biking trails 53 7.4 % Access to parks in your neighborhood 28 3.9 % Condition of restrooms in public parks 112 15.5 % Availability of recreation programming in your neighborhood 38 5.3 % Fees charged for recreation programs 28 3.9 % Ease of registering for recreation programs such as classes, trips, & special events 14 1.9 % None chosen 321 44.5 % Total 721 100.0 % Q32. Which TWO of the items listed in Question 31 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q32. 2nd choice Number Percent Maintenance of City parks 59 8.2 % Number of walking & biking trails 44 6.1 % Access to parks in your neighborhood 45 6.2 % Condition of restrooms in public parks 80 11.1 % Availability of recreation programming in your neighborhood 60 8.3 % Fees charged for recreation programs 35 4.9 % Ease of registering for recreation programs such as classes, trips, & special events 36 5.0 % None chosen 362 50.2 % Total 721 100.0 % Q32. Which TWO of the items listed in Question 31 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 2) Q32. Sum of top 2 choices Number Percent Maintenance of City parks 186 25.8 % Number of walking & biking trails 97 13.5 % Access to parks in your neighborhood 73 10.1 % Condition of restrooms in public parks 192 26.6 % Availability of recreation programming in your neighborhood 98 13.6 % Fees charged for recreation programs 63 8.7 % Ease of registering for recreation programs such as classes, trips, & special events 50 6.9 % None chosen 321 44.5 % Total 1080 2018 City of South Bend Community Survey Findings Report Page 102 Q33. In the past year, have you visited a City recreation facility or park? Q33. Have you visited a City recreation facility or park in past year Number Percent Yes 526 73.0 % No 195 27.0 % Total 721 100.0 % Q34. Approximately how many years have you lived in South Bend? Q34. How many years have you lived in South Bend Number Percent 0-5 100 14.4 % 6-10 66 9.5 % 11-15 32 4.6 % 16-20 48 6.9 % 21-30 105 15.1 % 31+ 343 49.4 % Total 694 100.0 % Q35. Do you own or rent your current residence? Q35. Do you own or rent your current residence Number Percent Own 494 68.8 % Rent 224 31.2 % Total 718 100.0 % Q36. What is your age? Q36. Your age Number Percent 18-34 151 23.1 % 35-44 131 20.0 % 45-54 137 20.9 % 55-64 132 20.2 % 65+ 104 15.9 % Total 655 100.0 % Q37. What is your gender identity? Q37. Your gender Number Percent Male 344 49.0 % Female 353 50.3 % Gender variant/non-conforming 5 0.7 % Total 702 100.0 % 2018 City of South Bend Community Survey Findings Report Page 103 Q38. Including yourself, how many people live in your household? Q38. How many people live in your household Number Percent 1 161 23.2 % 2 261 37.6 % 3 124 17.8 % 4 81 11.7 % 5 45 6.5 % 6 11 1.6 % 7 4 0.6 % 8 2 0.3 % 9+ 6 0.9 % Total 695 100.0 % Q39. How many people in your household are employed? Q39. How many people in your household are employed Number Percent 0 161 23.0 % 1 213 30.5 % 2 243 34.8 % 3 64 9.2 % 4 16 2.3 % 5+ 2 0.3 % Total 699 100.0 % Q40. Which of the following best describes your employment status? Q40. What is your employment status Number Percent Employed full time 396 56.7 % Employed part time 52 7.4 % Not employed, looking for work 15 2.1 % Not employed, not looking for work 14 2.0 % Retired 166 23.7 % Student 14 2.0 % Disabled, not able to work 42 6.0 % Total 699 100.0 % 2018 City of South Bend Community Survey Findings Report Page 104 Q40a. What is zip code where you work? Q40a. What is zip code where you work Number Percent 46601 64 16.0 % 46628 46 11.5 % 46614 42 10.5 % 46619 35 8.7 % 46617 34 8.5 % 46545 34 8.5 % 46615 28 7.0 % 46556 23 5.7 % 46613 12 3.0 % 46635 11 2.7 % 46616 8 2.0 % 46516 7 1.7 % 46544 7 1.7 % 46637 7 1.7 % 49120 6 1.5 % 46530 5 1.2 % 46526 5 1.2 % 46517 4 1.0 % 46514 3 0.7 % 46350 3 0.7 % 46634 2 0.5 % 46506 2 0.5 % 46656 1 0.2 % 46554 1 0.2 % 46645 1 0.2 % 46511 1 0.2 % 46528 1 0.2 % 49022 1 0.2 % 49112 1 0.2 % 46629 1 0.2 % 46563 1 0.2 % 46580 1 0.2 % 49085 1 0.2 % 46618 1 0.2 % 46360 1 0.2 % Total 401 100.0 % 2018 City of South Bend Community Survey Findings Report Page 105 Q41. Would you say your total annual household income is... (without "not provided") Q41. Your total annual household income Number Percent Under $15K 61 9.4 % $15K to $29,999 123 19.0 % $30K to $59,999 199 30.8 % $60K to $99,999 146 22.6 % $100K to $124,999 51 7.9 % $125K+ 66 10.2 % Total 646 100.0 % Q42. Are you of Hispanic, Latino, or Spanish ancestry? (without "not provided") Q42. Are you of Hispanic, Latino, or Spanish ancestry Number Percent Yes 107 15.6 % No 581 84.4 % Total 688 100.0 % Q43. Which of the following best describes your race/ethnicity? Q43. Your race/ethnicity Number Percent African American/Black 185 25.7 % Asian/Pacific Islander 17 2.4 % Native American/Eskimo 15 2.1 % White/Caucasian 486 67.4 % Other 31 4.3 % Total 734 Q43. Other Q43. Other Number Percent Hispanic 12 38.7 % Mixed 7 22.6 % Mexican 5 16.1 % Latino 4 12.9 % Spanish 1 3.2 % Spanish/European 1 3.2 % Polish American 1 3.2 % Total 31 100.0 % 2018 City of South Bend Community Survey Findings Report Page 106 District District Number Percent 1 114 15.8 % 2 100 13.9 % 3 124 17.2 % 4 123 17.1 % 5 159 22.1 % 6 101 14.0 % Total 721 100.0 %   2018 City of South Bend Community Survey Findings Report Page 107               Section 5  Survey Instrument      2018 City of South Bend Community Survey Findings Report Page 108 Dear South Bend Resident, The City of South Bend is requesting your help and a few minutes of your time. You have been selected to participate in a survey designed to gather feedback on City services and performance. The information you provide in this survey will be used to improve existing services and help us understand the evolving needs of residents of South Bend. We greatly appreciate your time. We realize your time is valuable, but every question is important. The time you invest in this survey will help us provide the very best city services possible and help me make better-informed decisions about the city's future. A postage-paid envelope addressed to ETC Institute has been provided for your convenience. If you would prefer to take the survey over the web, the address is www.SouthBendCommunitySurvey.org. The survey data will be compiled and analyzed by ETC Institute, one of the nation's leading firms in the field of local governmental research. Your individual responses to the survey will remain confidential. ETC will present the results to the City this summer. The results will also be posted on our website for your review at www.southbendin.gov once they have been presented to the City Council. If you have any questions, please contact Danielle Fulmer, Director of Business Analytics, at dfulmer@southbendin.gov. Thank you for helping the City of South Bend deliver services that empower everyone to thrive. Sincerely, Pete Buttigieg Si tiene preguntas acerca de la encuesta y no habla Inglés, por favor llame al 913-829-1215. Gracias 2018 City of South Bend Community Survey Findings Report Page 109 CITY OF SOUTH BEND PETE BUTTIGIEG, MAYOR OFFICE OF THE MAYOR 2018 City of South Bend Community Survey Please take a few minutes to complete this survey. Your input is an important part of the city's planning process and will be used by city leaders to make planning and investment decisions. If you have questions, please contact Danielle Fulmer, Director of Business Analytics, at dfulmer@southbendin.gov. 1.Perception of the City. Please rate your level of agreement with each of the following statements using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree". Strongly Agree Agree Neutral Disagree Strongly Disagree Don't Know 1. All residents are empowered with education, mobility, and technology 5 4 3 2 1 9 2. South Bend has a robust and well-planned infrastructure 5 4 3 2 1 9 3. South Bend is a safe community for everyone 5 4 3 2 1 9 4. South Bend has a strong, inclusive economy 5 4 3 2 1 9 5. South Bend has thriving public spaces and culture 5 4 3 2 1 9 6. South Bend has vibrant, welcoming neighborhoods 5 4 3 2 1 9 2.City Leadership. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "VerySatisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. The overall value you receive for your tax dollars and fees 5 4 3 2 1 9 2. The overall quality of local government services 5 4 3 2 1 9 3. The overall quality of life in your community 5 4 3 2 1 9 4. Leadership of elected officials 5 4 3 2 1 9 5. Level of public involvement in local decision-making and planning 5 4 3 2 1 9 6. Communication of opportunities for public involvement in city decision-making and planning 5 4 3 2 1 9 3.Have you met the current Mayor of South Bend?____(1) Yes ____(2) No 4.Have you met your current City Council member?____(1) Yes ____(2) No 5.Overall Ratings of South Bend. Please rate the City of South Bend using a scale of 1 to 5, where5 means "Very Satisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How would you rate South Bend... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. As a place to live 5 4 3 2 1 9 2. As a place to raise children 5 4 3 2 1 9 3. As a place to work 5 4 3 2 1 9 4. As a place to retire 5 4 3 2 1 9 5. As a place to visit 5 4 3 2 1 9 6. As a community that is moving in the right direction 5 4 3 2 1 9 6.On a scale of 1 to 10, where 1 means "Hostile" and 10 means "Love," how do you feel about SouthBend? [Write a number between 1 and 10 in the space below.] ______ 2018 City of South Bend Community Survey Findings Report Page 110 7.Customer Service and Communication. Please rate the City of South Bend using a scale of 1 to5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Availability of information about local government services and activities 5 4 3 2 1 9 2. Hours that customer service is available 5 4 3 2 1 9 3. Quality of social media outlets (e.g. Facebook, Twitter) 5 4 3 2 1 9 8.Which of the following are your PRIMARY SOURCES of information about city issues, services,and events? [Check all that apply.] ____(1) City website ____(2) Social media ____(3) Public meetings ____(4) Local news ____(5) Contacting the city directly____(6) Other: __________________________________ 9.Which TWO of the information sources listed in Question 8 do you MOST PREFER to learn aboutcity issues, services, and events? [Write in your answers below using the numbers from the list in Question 8, or circle "NONE".]1st: ____ 2nd: ____ NONE 10.Have you or other members of your household used the City of South Bend's website in the last year? ____(1) Yes ____(2) No [Skip to Q11.] 10a. How did you access the city's website? [Check all that apply.] ____(1) Computer ____(2) Phone ____(3) Tablet 10b. How would you rate the overall usefulness of the city's website? ____(1) Excellent ____(2) Good ____(3) Fair ____(4) Poor ____(9) Don't know 11.Which of the following digital devices do you have access to in your home? [Check all that apply.] ____(1) Desktop Computer ____(2) Laptop Computer ____(3) Tablet ____(4) Smartphone ____(5) None 12.Have you called or visited the city with a question, problem, or complaint during the past year? ____(1) Yes ____(2) No [Skip to Q13.] 12a. How did you contact the city? ____(1) Phone ____(2) Email ____(3) Social media ____(4) In-person 12b. Did you contact 311? ____(1) Yes ____(2) No 12c. How easy was it to address your issue? ____(1) Very easy ____(2) Somewhat easy ____(3) Neutral ____(4) Difficult ____(5) Very difficult 12d. What service did you contact the city about most recently? 2018 City of South Bend Community Survey Findings Report Page 111 12e. For each of the following several factors that may influence your perception of the quality of customer service you receive from city employees, please rate how often the employees you have contacted during the past year have displayed the behavior described using a scale of 1 to 5, where 5 means "Always" and 1 means "Never". Frequency that... Always Usually Sometimes Seldom Never Don't Know 1. They were courteous and polite 5 4 3 2 1 9 2. They gave accurate answers to your questions 5 4 3 2 1 9 3. They did what they said they would do in a timely manner 5 4 3 2 1 9 4. They helped you resolve the issue to your satisfaction 5 4 3 2 1 9 13.Major Categories of City Services. Please rate the City of South Bend using a scale of 1 to 5, where5 means "Very Satisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 01. Overall enforcement of local codes and ordinances 5 4 3 2 1 9 02. How well the city is planning growth 5 4 3 2 1 9 03. Overall quality of local police protection 5 4 3 2 1 9 04. Overall quality of fire services 5 4 3 2 1 9 05. Overall quality of ambulance/emergency medical services 5 4 3 2 1 9 06. Overall quality of trash collection services 5 4 3 2 1 9 07. Overall maintenance of city streets, sidewalks, and infrastructure 5 4 3 2 1 9 08. The process for getting a permit (for buildings, signs, fences, etc.) 5 4 3 2 1 9 09. Overall quality of water utility services 5 4 3 2 1 9 10. Overall quality of the city's waste water system 5 4 3 2 1 9 11. Overall quality of parks and recreation programs and facilities 5 4 3 2 1 9 14.Which THREE of the items listed in Question 13 do you think should receive the MOST EMPHASISfrom city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 13, or circle "NONE".] 1st: ____ 2nd: ____ 3rd: ____ NONE 15.Community Investment. Please rate the City of South Bend with regard to 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 quality of new development in the city 5 4 3 2 1 9 2. Overall quality of redevelopment in the city 5 4 3 2 1 9 3. Quality of downtown revitalization 5 4 3 2 1 9 4. Overall appearance of your neighborhood 5 4 3 2 1 9 5. Housing quality in your neighborhood 5 4 3 2 1 9 6. Communication of plans for development projects 5 4 3 2 1 9 16.Which TWO of the items listed in Question 15 do you think should receive the MOST EMPHASISfrom city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 15, or circle "NONE".] 1st: ____ 2nd: ____ NONE 17.Do you feel that your neighborhood has improved over the past FIVE years? ____(1) Yes ____(2) No ____(3) Have not lived in my neighborhood 5 years 2018 City of South Bend Community Survey Findings Report Page 112 18.Do you belong to a neighborhood association? ____(1) Yes ____(2) No [Skip to Q19.] 18a. How satisfied are you with the city's engagement with your neighborhood association? ____(1) Very satisfied ____(2) Satisfied ____(3) Neutral ____(4) Dissatisfied ____(5) Very dissatisfied 19.Are you aware of development plans for your neighborhood? ____(1) Yes ____(2) No [Skip to Q20.] 19a. How satisfied are you with the quality of your neighborhood development plans? ____(1) Very satisfied ____(2) Satisfied ____(3) Neutral ____(4) Dissatisfied ____(5) Very dissatisfied 20.Code Enforcement. Please rate the City of South Bend using a scale of 1 to 5, where 5 means"Very Satisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Enforcing the clean-up of trash and debris on private property 5 4 3 2 1 9 2. Enforcing the exterior maintenance of commercial/business property 5 4 3 2 1 9 3. Enforcing the exterior maintenance of residential property (e.g. condition of buildings) 5 4 3 2 1 9 4. City efforts to remove abandoned or inoperative vehicles 5 4 3 2 1 9 5. Enforcing the mowing and cutting of grass and weeds on private property 5 4 3 2 1 9 6. Quality of animal control 5 4 3 2 1 9 21.Which TWO of the items listed in Question 20 do you think should receive the MOST EMPHASISfrom city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 20, or circle "NONE".] 1st: ____ 2nd: ____ NONE 22.Solid Waste. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Timeliness of your trash service 5 4 3 2 1 9 2. Courtesy of employees who pick up your trash 5 4 3 2 1 9 3. City efforts to keep you informed about disruptions to trash service 5 4 3 2 1 9 4. Bulky item pick-up/removal services (e.g. old furniture, appliances) 5 4 3 2 1 9 5. Quality of yard waste collection services 5 4 3 2 1 9 6. Efforts by employees to ensure that all of your trash/yard waste is removed 5 4 3 2 1 9 7. What you are charged for trash service 5 4 3 2 1 9 23.Which TWO of the items listed in Question 22 do you think should receive the MOST EMPHASISfrom city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 22, or circle "NONE".] 1st: ____ 2nd: ____ NONE 2018 City of South Bend Community Survey Findings Report Page 113 24.Public Safety. Please rate the City of South Bend using a scale of 1 to 5, where 5 means "VerySatisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 01. The visibility of police in neighborhoods 5 4 3 2 1 9 02. The visibility of police in commercial and retail areas 5 4 3 2 1 9 03. Enforcement of local traffic laws 5 4 3 2 1 9 04. Professionalism of city police officers 5 4 3 2 1 9 05. How quickly police respond to emergencies 5 4 3 2 1 9 06. Overall feeling of safety in your neighborhood 5 4 3 2 1 9 07. Efforts by local government in your area to prevent crime 5 4 3 2 1 9 08. Fire inspection programs in your community 5 4 3 2 1 9 09. Fire education programs in your community 5 4 3 2 1 9 10. Professionalism of fire and EMS personnel 5 4 3 2 1 9 11. How quickly fire services personnel respond to emergencies 5 4 3 2 1 9 12. How quickly ambulance/EMS personnel respond to emergencies 5 4 3 2 1 9 25.Which THREE of the items listed in Question 24 do you think should receive the MOST EMPHASIS from city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 24, or circle "NONE".] 1st: ____ 2nd: ____ 3rd: ____ NONE 26.Traffic and Transportation. Please rate the City of South Bend using a scale of 1 to 5, where 5means "Very Satisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 01. Condition of major city streets 5 4 3 2 1 9 02. Flow of traffic in the downtown area 5 4 3 2 1 9 03. Condition of streets in your neighborhood 5 4 3 2 1 9 04. Cleanliness of streets and other public areas 5 4 3 2 1 9 05. Condition of street signs and traffic signals 5 4 3 2 1 9 06. Adequacy of street lighting in your neighborhood 5 4 3 2 1 9 07. Condition of sidewalks in your neighborhood 5 4 3 2 1 9 08. Condition of catch basins (storm drains) in your neighborhood 5 4 3 2 1 9 09. Snow removal on major city streets 5 4 3 2 1 9 10. Snow removal on neighborhood streets 5 4 3 2 1 9 11. Quality of public transportation services 5 4 3 2 1 9 12. On-street bicycle infrastructure (bike lanes/signs/arrows) 5 4 3 2 1 9 27.Which THREE of the items listed in Question 26 do you think should receive the MOST EMPHASISfrom city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 26, or circle "NONE".] 1st: ____ 2nd: ____ 3rd: ____ NONE 28.Water Utility. Have you had a sewer backup in your home during the past year? ____(1) Yes ____(2) No [Skip to Q29.] 28a. Was the backup caused by problems in the City's system? ____(1) Yes ____(2) No 28b. Was the problem resolved to your satisfaction? ____(1) Yes ____(2) No 2018 City of South Bend Community Survey Findings Report Page 114 29.Please rate the City of South Bend using a scale of 1 to 5, where 5 means "Very Satisfied" and 1means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Smell of your tap water 5 4 3 2 1 9 2. Taste of your tap water 5 4 3 2 1 9 3. Water pressure on a typical day 5 4 3 2 1 9 4. How well the city keeps you informed about water quality issues 5 4 3 2 1 9 5. The accuracy of your utility bill 5 4 3 2 1 9 6. How easy your utility bill is to understand 5 4 3 2 1 9 7. How easy it is to resolve billing problems 5 4 3 2 1 9 8. What you are charged for utilities 5 4 3 2 1 9 30.Which TWO of the items listed in Question 29 do you think should receive the MOST EMPHASIS from city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 29, or circle "NONE".] 1st: ____ 2nd: ____ NONE 31.Venues, Parks, and Arts. Please rate the City of South Bend using a scale of 1 to 5, where 5 means"Very Satisfied" and 1 means "Very Dissatisfied", with regard to each of the following. How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don't Know 1. Maintenance of city parks 5 4 3 2 1 9 2. Number of walking and biking trails 5 4 3 2 1 9 3. Access to parks in your neighborhood 5 4 3 2 1 9 4. Condition of restrooms in public parks 5 4 3 2 1 9 5. Availability of recreation programming in your neighborhood 5 4 3 2 1 9 6. Fees charged for recreation programs 5 4 3 2 1 9 7. Ease of registering for recreation programs such as classes, trips, and special events 5 4 3 2 1 9 32.Which TWO of the items listed in Question 31 do you think should receive the MOST EMPHASISfrom city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 31, or circle "NONE".] 1st: ____ 2nd: ____ NONE 33.In the past year, have you visited a city recreation facility or park? ____(1) Yes ____(2) No Demographics 34.Approximately how many years have you lived in South Bend?______ years 35.Do you own or rent your current residence?____(1) Own ____(2) Rent 36.What is your age?______ years 37.What is your gender identity? ____(1) Male ____(2) Female ____(3) Gender variant/Non-conforming 38.Including yourself, how many people live in your household? ______ people 39.How many people in your household are employed?______ people 2018 City of South Bend Community Survey Findings Report Page 115 40.Which of the following best describes your employment status? ____(1) Employed full time [Answer Q40a.] ____(2) Employed part time [Answer Q40a.] ____(3) Not employed, looking for work ____(4) Not employed, NOT looking for work ____(5) Retired ____(6) Student ____(7) Disabled, not able to work 40a. What is zip code where you work? ________________ 41.Would you say your total annual household income is... ____(1) Under $15,000 ____(2) $15,000 to $29,999 ____(3) $30,000 to $59,999____(4) $60,000 to $99,999 ____(5) $100,000 to $124,999 ____(6) $125,000 or more 42.Are you of Hispanic, Latino, or Spanish ancestry?____(1) Yes ____(2) No 43.Which of the following best describes your race/ethnicity? [Check all that apply.] ____(1) African American/Black ____(2) Asian/Pacific Islander ____(3) Native American/Eskimo ____(4) White/Caucasian ____(5) Other: ____________________ 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. 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 2018 City of South Bend Community Survey Findings Report Page 116