2017 City of Columbia DirectionFinder® Survey · residents were satisfied with local economic conditions, and 51% were satisfied with the overall feeling of safety in the City. Overall

Final Report

725 W. Frontier Circle

Olathe, KS 66061

(913) 829-1215

January 2018

2017 City of Columbia

DirectionFinder® Survey

Submitted to The City of Columbia, MO

Contents

Executive Summary ..................................................................................... i

Section 1: Charts and Graphs with Trends .................................................. 1

Section 2: Benchmarking Data .................................................................. 39

Section 3: Importance-Satisfaction Analysis ............................................ 49

Section 4: Tabular Data ............................................................................. 63

Section 5: Survey Instrument .................................................................. 121

2017 City of Columbia DirectionFinder Survey: Final Report

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2017 City of Columbia

DirectionFinder® Survey Executive Summary

Overview and Methodology

The City of Columbia conducted its ninth DirectionFinder® survey during the fall of 2017.

The City’s first DirectionFinder® survey was conducted in the spring of 2003. The purpose

of this survey was to assist the City in its on-going effort to identify and respond to resident

concerns while also assessing citizen satisfaction with the delivery of major city services,

helping determine priorities for the community and measuring strategic performance.

The survey packet, which included a cover letter, the seven-page survey and a postage-paid

return envelope, was mailed to a random sample of households in the City of Columbia.

The cover letter explained the purpose of the survey and encouraged residents to return their

surveys via mail or online. Approximately 10 days after the surveys were mailed, residents

who received the survey were contacted by e-mail or phone to encourage participation. Of

the households that received a survey, a total of 850 completed the survey. This includes

responses in strategic neighborhoods in Columbia.

The results for the random

sample of 850 households

have a 95% level of

confidence with a precision

of at least +/- 3.3%. There

were no statistically

significant differences in the

results of the survey based

on the method of

administration to the random

sample households (mail vs.

online). In order to better

understand how well

services are being delivered

by the city, ETC Institute

geocoded the home address

of respondents to the survey.

The map to the right shows

the physical distribution of

survey respondents based on the locations of their homes.


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In addition to the Executive Summary, this report contains:

• charts depicting the overall results of the survey, as well as comparisons to results

from previous surveys where applicable (Section 1)

• benchmarking data that shows how the survey results for Columbia compared to

other communities (Section 2)

• importance satisfaction analysis (Section 3)

• tabular data for all questions on the survey (Section 4)

• a copy of the survey instrument (Section 5)

Interpretation of “Don’t Know” Responses. The percentage of persons who provide

“don’t know” responses is important because it often reflects the level of utilization of city

services. For graphical purposes, the percentage of “don’t know” responses has been

excluded to facilitate valid comparisons with data from previous years. The percentage of

“don’t know” responses for each question is 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.”

Perceptions of Columbia

Seventy-four percent (74%) of the residents surveyed, who had an opinion, were satisfied

(ratings of 4 or 5 on a 5-point scale) with the overall quality of life in the City; 61% of

residents were satisfied with local economic conditions, and 51% were satisfied with the

overall feeling of safety in the City.

Overall Satisfaction with City Services

Seventy-three percent (73%) of the residents surveyed, who had an opinion, were satisfied

(ratings of 4 or 5 on a 5-point scale) with the overall quality of services provided by the

City; 19% were neutral and 9% of residents were dissatisfied with the overall quality of City

services. The major categories of City services with the highest satisfaction ratings, based

upon the combined percentage of residents who were “very satisfied” or “satisfied” among

those who had an opinion, were: the quality of City parks and recreation programs/facilities

(88%), solid waste services (80%), City utility services (77%), and customer service

received from City employees (68%). Residents were least satisfied with the condition of

City streets (31%) and the public transit services (31%).

Overall Priorities The major categories of City services that residents thought were most important for the

City to provide were: 1) public safety services, 2) City utility services (water, electric and

sewer), 3) the condition of City streets and 4) solid waste services. These were also rated as

the top four most important City services in the 2016 survey.


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Satisfaction by Specific City Services

• Public Safety Services. The public safety services that residents were most satisfied

with, based upon the combined percentage of residents who were “very satisfied” or

“satisfied” among those who had an opinion, were: the overall quality of City fire

protection (85%) and how quickly fire department personnel respond to emergencies

(85%). The public safety services that residents thought were most important for the

City to provide were: 1) how quickly police respond to emergencies, 2) crime

prevention and 3) how quickly fire department personnel respond to emergencies.

• Parks and Recreation. The parks and recreation services that residents were most

satisfied with, based upon the combined percentage of residents who were “very

satisfied” or “satisfied” among those who had an opinion, were: the quality of City

parks (90%), the quality of walking and biking trails in the City (88%) and the

quality of outdoor athletic fields (81%). The parks and recreation services that

residents thought were most important for the City to provide were: 1) the quality of

City parks and 2) the quality of walking and biking trails in the City.

• Streets and Sidewalks. The street and sidewalk services that residents were most


satisfied” or “satisfied” among those who had an opinion, were: mowing and

trimming of public areas along City streets (65%), snow removal on major City

streets (65%), traffic roundabouts throughout the City of Columbia (55%), and City

street cleaning services (53%). The street and sidewalk services that residents

thought were most important for the City to provide were: 1) City maintenance and

repair services for major City streets, 2) snow removal on major City streets and 3)

City maintenance and repair services for neighborhood streets.

• Code Enforcement and Neighborhood Services. The code enforcement and

neighborhood services that residents were most satisfied with, based upon the

combined percentage of residents who were “very satisfied” or “satisfied” among

those who had an opinion, were: maintenance of residential property (56%),

maintenance of business property (53%), and the clean-up of trash and litter (52%).

The code enforcement and neighborhood services that residents thought were most

important for the City to provide were: 1) the clean-up of trash and litter, 2) the

maintenance of residential property, and 3) the enforcement of residential building

codes.

• City Communication. Residents were asked to rate their level of agreement with

various statements related to City communication. The statements that residents

agreed with most, based upon the combined percentage of residents who “strongly

agree” or “agree” among those who had an opinion, were: the City’s website

provides useful information (66%), the City government is a trusted source of

information (65%) and the City newsletter provides useful information (59%).


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• City Customer Service. Residents were asked to rate their level of agreement with

various statements related to their interactions with City employees during the past

year. The statements that residents agreed with most, based upon the combined

percentage of residents who “strongly agreed” or “agreed” among those who had an

opinion, were: the City employee who helped me was courteous and polite (82%),

the hours that City employees were available met my needs (81%) and City

employees were knowledgeable (75%).

• Utility Services. Residents were generally satisfied with the quality of utility

services provided by the City; over 80% of the residents surveyed were satisfied with

all six of the utility services rated. The utility services that residents were most


satisfied” or “satisfied” among those who had an opinion, were: curbside recycling

(89%), residential trash collection service (88%), and drop-off recycling (88%).

Other Findings

• Ninety-one percent (91%) of residents felt safe walking in their neighborhood during

the day; 85% felt safe in Downtown Columbia during the day, and 62% felt safe

walking in their neighborhood at night. When asked about their likelihood of

encountering various situations in the City, 45% felt they would be likely to hear gun

shots, and 39% indicated they would be likely to be a victim of property crime.

• Seventy-nine percent (79%) of residents “strongly agree” or “agree” that Columbia

is a great place to live, work, learn and play. Other statements in which residents

either “strongly agree” or “agree” include: I earn a wage that allows me to meet

basic needs (76%), Columbia has jobs for which I am qualified (74%), and Columbia

is a place where I can thrive (69%).

• The top sources where residents receive information about City issues, services and

events were: the City newsletter that comes with the utility bill (66%), television

news (48%), the City website (41%), and the local newspaper (39%).

• Forty-seven percent (47%) of residents have called or visited the City with a

question, problem, or complaint during the past year; of the 47% that have contacted

the City with a question, problem, or complaint, 63% contacted the City by

telephone, 21% through the City website, 9% through walk-in, and 7% through a

City Council member or Mayor.

• Seventy-nine percent (79%) of residents go to a doctor’s office when they are sick or

need advice about their health; 51% go to an urgent care center.


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• Ninety-four percent (94%) of residents were able to get medical care when they

needed it during the past 12 months.

• Eighty percent (80%) of residents were either “very satisfied” or “satisfied” with the

overall appearance of neighborhoods in the City of Columbia. Other areas where

residents were “very satisfied” or “satisfied” include: condition of housing (82%),

overall quality of City services in neighborhoods (71%), and neighborhood parks

(71%).

• Eighty-eight percent (88%) of residents surveyed visited a City park during the past

year; 50% have visited a community recreation center, and 41% have used the

Columbia Airport.

• Fifty-eight percent (58%) of residents surveyed, who had an opinion, were “very

likely” or “likely” to support a new permanent property tax to fund 30 additional

police officers and 15 additional firefighers in the City of Columbia; 8% were

“neutral,” 13% were “not likely,” and 22% were “not likely at all” to support a new

permanent property tax.

Trends in Satisfaction Ratings

Overall satisfaction with the quality of City services decreased slightly from 74% in 2016 to

73% in 2017. There were significant changes (changes of 4% or more) in satisfaction ratings

in several of the specific City services that were rated. National concerns about the

economy, public safety, and issues related to the 2016 Presidential election may have

contributed to decreases in satisfaction with government during the past two years.

The most significant changes in satisfaction ratings from 2016 to 2017 are listed below and

on the following page:

Most Significant Increases from 2016 to 2017:

• Ease of reaching the right person at the City (+9%)

• Drop-off recycling (+7%)

• Hours City employees were available (+5%)

• Knowledge of City employees (+5%)

• Knowledge of who to contact at the City (+5%)

Most Significant Decreases from 2016 to 2017:

• Public transit services (bus) (-9%)

• Enforcement of City codes and ordinances (-8%)

• Efforts to meet financial needs/maintain a balanced budget (-7%)


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• Public safety services provided by the City (-6%)

• Overall feeling of safety in the City (-6%)

• Feeling of safety walking in neighborhoods at night (-6%)

• Enforcement of business building codes (-5%)

• Overall quality of life in the City (-5%)

• Usefulness of City newsletter (-5%)

• Feeling of safety in downtown Columbia at night (-4%)

• Police efforts to prevent crime (-4%)

• Condition of pavement markings (-4%)

• Overall appearance of neighborhood (-4%)

• Condition of streets in neighborhoods (-4%)

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 that 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 this report.

Based on the results of the Importance-Satisfaction (I-S) Analysis, ETC Institute

recommends the following:

• Overall Priorities for the City by Major Category. The first level of 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

three priorities for investment over the next two years in order to raise the City’s

overall satisfaction rating are listed below in descending order of the Importance-

Satisfaction rating:

o Condition of City streets (IS Rating= 0.4023)

o Public safety services (IS Rating=0.3186)

o City water, electric, and sewer services (IS Rating=0.1350)


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• Priorities within Departments/Specific Areas: The second level of analysis

reviewed the importance of and satisfaction of services within departments and

specific service areas. This analysis was conducted to help departmental managers

set priorities for their department. Based on the results of this analysis, the

services that are recommended as the top priorities within each area over the next

two years are listed below:

o Public Safety: how quickly police respond to emergencies, police efforts to

prevent crime, and overall quality of local police services

o Parks and Recreation: none of the parks and recreation services were

selected as a “high priority” for improvement

o Streets and Sidewalks: City maintenance/repair services for major City

streets and City maintenance/repair services for neighborhood streets

o Code Enforcement and Neighborhood Services: clean-up of trash and

litter and maintenance of residential property

Section 1:

Charts and Graphs


ETC Institute (2017) Page 1

City of Columbia

2017 DirectionFinderSurvey Results

Q1. Overall Satisfaction with City Services by Major Category

by percentage of respondents (excluding don't knows)

Source: ETC Institute (2017)

46%

31%

25%

21%

18%

16%

11%

11%

7%

8%

4%

11%

42%

49%

52%

47%

46%

45%

39%

38%

32%

24%

27%

20%

9%

10%

14%

24%

30%

20%

31%

32%

43%

46%

28%

41%

3%

10%

9%

8%

7%

19%

19%

19%

18%

22%

40%

28%

Parks and recreation programs and facilities

Solid waste services (trash, recycling, etc.)

City water, electric, and sewer services

Quality of customer service from City employees

Public health services provided by the City

Public safety services provided by the City

Effectiveness of City communication with public

The City's runoff/stormwater management system

Enforcement of City codes and ordinances

Quality of City permitting services for buildings

Condition of City streets

Public transit services (bus)

0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)



88%

80%

77%

68%

64%

61%

50%

49%

39%

32%

31%

31%

88%

80%

77%

67%

63%

67%

51%

48%

47%

33%

33%

40%

86%

70%

69%

87%

63%

54%

51%

35%

City parks and recreation programs and facilities



Customer service received from City employees



City communication with the public

Stormwater runoff/stormwater management system





0% 20% 40% 60% 80% 100%

2017 2016 2005

Overall Satisfaction with City Services by Major Category - 2005 to 2017

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very satisfied (excluding don't knows)

Trends

not asked in 2005

not asked in 2005


not asked in 2005

not asked in 2005


82%

59%

58%

40%

32%

26%

16%

16%

14%

14%

7%

4%

Public safety services provided by City

City water, electric, & sewer services



Parks and recreation programs and facilities

Public health services provided by City


Enforcement of City codes & ordinances


Effectiveness of City communication with the publi



0% 20% 40% 60% 80% 100%

First Choice Second Choice Third Choice Fourth Choice

Q2. Major City Services That Residents Think Are Most Important for the City to Provide

by percentage of respondents who selected the item as one of their top four choices



21%

13%

11%

9%

9%

9%

53%

60%

50%

42%

41%

32%

16%

19%

26%

18%

22%

30%

10%

9%

14%

30%

28%

29%

Overall quality of life in the city

Overall quality of services provided by the City

Local economic conditions

Overall feeling of safety in the city

Overall value received for City tax dollars & fees

0% 20% 40% 60% 80% 100%


Q3. Satisfaction with Items That Influence Perception Residents Have of the City



Efforts to meet financial needs/maintain balancedbudget

Satisfaction with Items That Influence Perception Residents Have of the City

2005 to 2017

74%

73%

61%

51%

50%

41%

79%

74%

61%

57%

51%

48%

84%

81%

67%

54%

Overall quality of life in the City

Overall quality of services provided by the City

Local economic conditions

Overall feeling of safety in the City

Value received for City tax dollars and fees

0% 20% 40% 60% 80% 100%

2017 2016 2005


TrendsSource: ETC Institute (2017)

not asked in 2005

Efforts to meet financial needs/maintain balancedbudget not asked in 2005



57%

43%

25%

15%

9%

34%

42%

37%

44%

27%

5%

11%

18%

24%

27%

4%

5%

20%

18%

38%

Walking in your neighborhood during the day

In downtown Columbia during the day

Walking in your neighborhood at night

In City parks

In downtown Columbia at night

0% 20% 40% 60% 80% 100%

Very Safe (5) Safe (4) Neutral (3) Unsafe (1/2)

Q4. Perceptions of Safety in the Cityby percentage of respondents (excluding don't knows)


Perceptions of Safety in the City2011 to 2017

91%

85%

62%

59%

36%

93%

87%

68%

56%

40%

93%

70%

Walking in your neighborhood during the day

In downtown Columbia during the day

Walking in your neighborhood at night

In City parks

In downtown Columbia at night

0% 20% 40% 60% 80% 100%

2017 2016 2011

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very safe(excluding don't knows)


not asked in 2011

not asked in 2011

not asked in 2011



19%

10%

2%

1%

26%

29%

7%

2%

16%

28%

26%

24%

39%

33%

65%

74%

You will hear gun shots

You will a victim of property crime

You will be a victim of violent crime

You will be a victim of a fire

0% 20% 40% 60% 80% 100%

Very Likely (5) Likely (4) Neutral (3) Unlikely (1/2)

Q5. How Likely Residents Think the Following Will Happen to Them in the City of Columbia



How Likely Residents Think the Following Will Happen to Them in the City of Columbia

2015 to 2017

45%

39%

9%

3%

40%

39%

9%

4%

42%

37%

9%

4%

You will hear gun shots

You will a victim of property crime

You will be a victim of violent crime

You will be a victim of a fire

0% 10% 20% 30% 40% 50%

2017 2016 2015

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very likely(excluding don't knows)




31%

32%

11%

11%

10%

10%

54%

53%

40%

36%

37%

32%

14%

14%

27%

26%

28%

44%

1%

1%

23%

27%

26%

14%

Overall quality of City fire protection

How quickly Fire Dept. responds to emergencies

Overall quality of local police services

How quickly police respond to emergencies

Police efforts to prevent crime

The City's municipal court

0% 20% 40% 60% 80% 100%


Q6. Satisfaction with Public Safety Servicesby percentage of respondents (excluding don't knows)


Satisfaction with Public Safety Services 2005 to 2017

85%

85%

51%

47%

47%

42%

85%

82%

52%

47%

51%

42%

87%

82%

81%

68%

63%

49%






City's municipal court

0% 20% 40% 60% 80% 100%

2017 2016 2005





68%

67%

53%

43%

24%

12%



How quickly Fire personnel respond to emergencies




0% 20% 40% 60% 80%

First Choice Second Choice Third Choice

Q7. Public Safety Services That Residents Think Are Most Important for the City to Provide

by percentage of respondents who selected the item as one of their top three choices


47%

53%

37%

33%

33%

27%

28%

43%

35%

44%

44%

44%

40%

39%

8%

9%

16%

19%

16%

24%

20%

2%

3%

2%

4%

7%

10%

14%

Quality of City parks

Quality of walking/biking trails in the city

Quality of outdoor athletic fields

Quality of recreation programs and classes

Availability of info on City parks & rec programs

City pools & aquatic facilities

0% 20% 40% 60% 80% 100%


Q8. Satisfaction with Parks and Recreation Servicesby percentage of respondents (excluding don't knows)


Amount of land acquired to preserve open space/protect environment



Satisfaction with Parks and Recreation Services 2014 to 2017

90%

88%

81%

77%

77%

67%

92%

91%

81%

74%

77%

68%

86%

79%

78%

75%






City pools and aquatic facilities

0% 20% 40% 60% 80% 100%

2017 2016 2014



not asked in 2014

not asked in 2014

66%

47%

19%

14%

13%

10%

8%







0% 20% 40% 60% 80%

First Choice Second Choice

Q9. Parks and Recreation Services That Residents Think Are Most Important for the City to Provide

by percentage of respondents who selected the item as one of their top two choices





11%

12%

18%

10%

10%

8%

7%

6%

6%

6%

54%

53%

37%

43%

42%

40%

41%

40%

33%

25%

25%

18%

19%

32%

24%

23%

29%

23%

30%

21%

11%

17%

27%

16%

25%

29%

24%

32%

31%

48%

Mowing/trimming of public areas along City streets

Snow removal on major City streets

Traffic roundabouts throughout Columbia

City street cleaning services

Availability of sidewalks in the city

City maint/repair svcs. for neighborhood streets

Condition of sidewalks adjacent to City streets

City maint/repair services for major City streets

Condition of pavement markings

Snow removal on neighborhood streets

0% 20% 40% 60% 80% 100%


Q10. Satisfaction with Streets and Sidewalksby percentage of respondents (excluding don't knows)


Satisfaction with Streets and Sidewalks2005 to 2017


65%

65%

53%

52%

48%

46%

39%

31%

65%

63%

52%

53%

49%

49%

43%

29%

64%

49%

50%

42%

38%




Availability of sidewalks in the City





0% 20% 40% 60% 80% 100%

2017 2016 2005Trends

not asked in 2005


not asked in 2005

not asked in 2005



Q11. Street and Sidewalk Services That Residents Think Are Most Important for the City to Provide

74%

46%

40%

25%

22%

16%

16%

9%

7%

4%





Availability of sidewalks in the city






0% 20% 40% 60% 80% 100%




10%

9%

9%

9%

7%

8%

46%

44%

43%

41%

39%

35%

30%

36%

25%

37%

31%

40%

13%

10%

23%

13%

23%

17%

Maintenance of residential property

Maintenance of business property

Clean-up of trash and litter

Enforcement of residential building codes

Parking on neighborhood streets

Enforcement of business building codes

0% 20% 40% 60% 80% 100%


Q12. Satisfaction with Code Enforcement andNeighborhood Services





Satisfaction with Code Enforcement and Neighborhood Services - 2011 to 2017

56%

53%

52%

50%

46%

43%

58%

56%

54%

51%

47%

48%

51%

58%

43%

47%







0% 20% 40% 60% 80% 100%

2017 2016 2011



not asked in 2011

not asked in 2011

Q13. Code Enforcement and Neighborhood Services That Residents Think Are Most Important for

the City to Provide

58%

50%

37%

37%

31%

30%

Clean-up of trash & litter






0% 20% 40% 60%






13%

11%

9%

7%

8%

7%

5%

39%

41%

36%

27%

25%

26%

21%

30%

32%

28%

29%

30%

37%

33%

18%

16%

27%

37%

37%

31%

40%

City government values diversity

City employees are ethical and honest

City govt. is democratic and representative

City government is transparent

City leaders listen to what citizens have to say

City government is innovative

City government is efficient

0% 20% 40% 60% 80% 100%

Strongly agree (5) Agree (4) Neutral (3) Disagree (1/2)

Q14. Agreement with Various Statements Regarding Columbia’s City Government



Agreement with Various Statements Regarding Columbia’s City Government - 2015 to 2017

52%

52%

45%

34%

33%

33%

26%

54%

50%

50%

35%

35%

33%

30%

49%

51%

45%

32%

34%

30%

31%

City government values diversity

City employees are ethical and honest

City govt. is democratic and representative

City government is transparent

City leaders listen to what citizens have to say

City government is innovative

City government is efficient

0% 10% 20% 30% 40% 50% 60%

2017 2016 2015

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means strongly agree (excluding don't knows)




30%

36%

30%

25%

21%

20%

18%

23%

17%

49%

40%

44%

44%

43%

37%

38%

33%

30%

14%

12%

18%

19%

27%

29%

29%

25%

28%

7%

13%

7%

12%

9%

14%

15%

19%

25%

I earn a wage that allows me to meet basic needs

Columbia has jobs for which I am qualified

Columbia is a place where I can thrive

0% 20% 40% 60% 80% 100%

Strongly agree (5) Agree (4) Neutral (3) Disagree (1/2)

Q15. Agreement with Various Statements Regarding Personal Well-Being


Columbia is great place to live, work, learn & play

There are opportunities for women to go into business for themselves

There are opportunities for minorities to go into business for themselves

Columbia has jobs that allow me to advance in my field

I take advantage of Water & Light energy efficiency programs

Columbia offers opportunities to help people start their own businesses


Agreement with Various Statements Regarding Personal Well-Being - 2015 to 2017

79%

76%

74%

69%

64%

57%

56%

56%

47%

85%

78%

76%

75%

62%

55%

56%

58%

43%

82%

79%

71%

74%

64%

55%

58%

56%

49%

I earn a wage that allows me to meet basic needs

Columbia has jobs for which I am qualified

Columbia is a place where I can thrive

0% 20% 40% 60% 80% 100%

2017 2016 2015



Columbia is great place to live, work, learn & play

There are opportunities for women to go into business for themselves

Columbia has jobs that allow me to advance in my field

There are opportunities for minorities to go into business for themselves

Columbia offers opportunities to help people start their own businesses

I take advantage of Water & Light energy efficiency programs



Q16. When you are sick or need advice about your health, where do you usually go?

by percentage of respondents

79%

51%

20%

6%

7%

A doctor's office

An urgent care center

A hospital emergency room

No usual place

Other

0% 20% 40% 60% 80% 100%


When you are sick or need advice about your health, where do you usually go? - 2015 to 2017

79%

51%

20%

6%

7%

86%

49%

19%

4%

6%

78%

22%

5%

3%

4%

A doctor's office

An urgent care center

A hospital emergency room

No usual place

Other

0% 20% 40% 60% 80% 100%

2017 2016 2015






Yes6%

No94%

Q17. Was there a time in the past 12 months when you needed medical care, but could not get it?


Yes7%

No93%

Trends

2017 2016

Q17-2. What was the main reason you could not get medical care?

44%

26%

13%

6%

6%

2%

Cost or no insurance

Too long a wait for an appointment

Office wasn't open when I could get there

Too long a wait in the waiting room

No transportation

Distance from medical provider

0% 20% 40% 60% 80%

Yes6%

No94%






What was the main reason you could not get medical care? - 2015 to 2017



44%

26%

13%

6%

6%

68%

18%

3%

7%

3%

52%

32%

13%

14%

13%

Cost or no insurance

Too long a wait for an appointment

Office wasn't open when I could get there

Too long a wait in the waiting room

No transportation

0% 20% 40% 60% 80% 100%

2017 2016 2015Trends


Yes8%

No92%

Q18. Was there any time in the past 12 months when you were not able to meet your basic needs, such as

paying for food, housing or utilities?


Yes10%

No90%

2017 2016

Trends



by percentage of respondents (excluding not provided)

3+ times60%

1-2 times33%

0 times7%

Q19. During the past month, on average, how many times did you engage in physical activities or exercise

each week?

Source: ETC Institute (2017)Trends

3+ times59%

1-2 times33%

0 times8%

2017 2016


4+ times a day39%

Less than 5+ times/day60%

Never1%

Q20. During the past month, how many times per day (on average) did you eat fruit and/or vegetables?

Source: ETC Institute (2017) Trends

4+ times a day38%

Less than 5+ times/day61%

Never1%

2017 2016



83%

82%

80%

76%

70%

71%

75%

77%

67%

56%

63%

63%

60%

54%

49%

47%

37%

24%

14%

15%

14%

18%

21%

20%

16%

13%

20%

26%

17%

17%

20%

24%

20%

21%

28%

32%

3%

3%

4%

6%

7%

7%

7%

7%

10%

13%

11%

13%

13%

14%

16%

18%

21%

26%

1%

1%

2%

1%

3%

3%

2%

3%

3%

5%

9%

7%

7%

8%

16%

14%

14%

18%

Graffiti

Abandoned cars or vehicles

Flooding

Overgrown lots

Abandoned or run-down buildings

Roaming/loose animals

Lack of recreational activities

Lack of good places to shop for food/other items

Lack of cultural activities

Unemployment

Homelessness

Public schools not providing quality education

Tension between racial/ethnic groups

Unsupervised children or teenagers

Lack of affordable, quality child care

Lack of affordable housing

Crime, drugs, or violence

Speeding on neighborhood streets

0% 20% 40% 60% 80% 100%

Not a problem (1) Minor problem (2) Moderate problem (3) Major problem (4)

Q21. Residents’ Perceptions of Neighborhood Problemsby percentage of respondents (excluding don't knows)


Residents’ Perceptions of Neighborhood Problems 2015 to 2017


44%

35%

32%

32%

22%

20%

20%

20%

18%

13%

10%

10%

10%

9%

7%

6%

4%

4%

44%

28%

33%

31%

22%

22%

20%

19%

20%

20%

12%

11%

11%

12%

9%

10%

5%

5%

39%

28%

26%

23%

19%

22%

20%

16%

17%

12%

10%

9%

9%

10%

9%

12%

5%

6%

Speeding on neighborhood streets

Crime, drugs, or violence

Lack of affordable, quality child care

Lack of affordable housing

Unsupervised children or teenagers

Tension between racial/ethnic groups

Public schools not providing quality education

Homelessness

Unemployment

Lack of cultural activities

Abandoned or run-down buildings

Roaming/loose animals

Lack of good places to shop for food/other items

Lack of recreational activities

Overgrown lots

Flooding

Graffiti

Abandoned cars or vehicles

0% 10% 20% 30% 40% 50%

2017 2016 2015 Trends

by percentage of respondents who rated the item as a 3 or 4 on a 4-point scale where 4 means major problem (excluding don't knows)



16%

29%

28% 22%

5%

Q22. Which ONE of the following best describes your relationship with your neighbors?

by percentage of respondents (excluding don’t knows)

I have a close relationship with many of my neighbors

I have a close relationship with a few of my neighbors

I don’t know anyone in my neighborhood

I know a few in my neighborhood but am not

very close with any of them

I know several of my neighbors, but am not



18%

29%

27%

21%

5%

I have a close relationship with a few of my neighbors

I have a close relationship with many of my neighbors

I don’t know anyone in my

neighborhood

I know a few in my neighborhood but am not


I know several of my neighbors, but am not


Trends

2017 2016

16%

24%

42%18%

Q23. Which ONE of the following best describes how people in your neighborhood interact with one another?

by percentage of respondents (excluding don’t knows)

They often help one another & have many social activities together

They almost always keep to themselves

They occasionally help one another but generally

keep to themselves

They often help one another but do not have many social activities together


16%

29%

38%

17%

They often help one another but do not have many social activities together

They often help one another & have many

social activities together

They occasionally help one another but generally keep to themselves

They almost always keep to themselves

2017 2016

Trends



29%

27%

18%

25%

21%

13%

53%

53%

53%

46%

40%

41%

13%

13%

20%

20%

17%

20%

6%

7%

9%

10%

22%

26%

Condition of housing

Overall appearance of neighborhood

Overall quality of City services in neighborhoods

Neighborhood parks

Availability of sidewalks in neighborhoods

Condition of streets

0% 20% 40% 60% 80% 100%


Q24. Satisfaction with Neighborhoodsby percentage of respondents (excluding don't knows)


Satisfaction with Neighborhoods - 2015 to 2017

82%

80%

71%

71%

61%

54%

84%

84%

72%

72%

63%

58%

87%

87%

76%

73%

67%

66%

Condition of housing

Overall appearance of neighborhood

Overall quality of City services in neighborhoods

Neighborhood parks

Availability of sidewalks in neighborhoods

Condition of streets

0% 20% 40% 60% 80% 100%

2017 2016 2015






Yes47%

No53%

Q25. Have you called or visited the City with a question, problem, or complaint during the past year?



Q25-1. How did you contact the City most recently?


Yes47%

No53%


Telephone63%

Website21%

Walk-in9%

7%Through City Council

member or Mayor




Q25-2. For which service did you contact the City most recently?

14%

14%

13%

11%

9%

9%

8%

6%

3%

3%

2%

2%

2%

1%

1%

1%

1%

0%

0%

Electric serviceSolid waste (trash, recycling, yard waste)

PoliceCode enforcement

Monthly utility billingStreets

OtherWater

Planning & zoningParks & recreation

SewerSidewalks

Public healthStormwater

Public transportationFire

Energy efficiencyHuman resources

Airport

0% 5% 10% 15% 20%


Yes47%

No53%


For which service did you contact the City most recently? 2015 to 2017



14%

14%

13%

11%

9%

9%

6%

3%

3%

2%

2%

2%

1%

1%

1%

1%

0%

0%

8%

12%

13%

14%

7%

12%

10%

8%

2%

3%

3%

2%

0%

2%

1%

2%

2%

1%

0%

6%

11%

12%

14%

12%

6%

11%

7%

4%

5%

3%

2%

3%

4%

1%

1%

5%

Electric service

Solid waste (trash, recycling, yard waste)

Police

Code enforcement

Monthly utility billing

Streets

Water

Planning & zoning

Parks & recreation

Sewer

Sidewalks

Public health

Stormwater

Public transportation

Fire

Energy efficiency

Human resources

Airport

Other

0% 5% 10% 15% 20%

2017 2016 2015 Trends

Not asked in 2015

Not asked in 2015

Not asked in 2015




Q25-3. Why did you contact the City about this service?

46%

23%

18%

14%

8%

5%

3%

9%

Report a problem

Get information

Request service

Discuss a billing problem

Request non-emergency assistance

Comply with City requirements

Request emergency assistance

Other

0% 10% 20% 30% 40% 50%


Yes47%

No53%


Why did you contact the City about this service? 2015 to 2017



46%

23%

18%

14%

8%

5%

3%

9%

47%

24%

21%

23%

11%

5%

4%

7%

39%

20%

16%

6%

5%

4%

4%

5%

Report a problem

Get information

Request service

Discuss a billing problem

Request non-emergency assistance

Comply with City requirements

Request emergency assistance

Other

0% 10% 20% 30% 40% 50%

2017 2016 2015 Trends



Q25-4. Level of Agreement with Statements About the Quality of Customer Service Received from City Employees



33%

23%

27%

18%

30%

28%

27%

17%

49%

58%

48%

53%

40%

41%

41%

49%

12%

12%

13%

13%

13%

13%

15%

15%

6%

7%

12%

16%

17%

18%

17%

19%

City employees were courteous & polite

Hours City employees were available met my needs

City employees were knowledgeable

I knew who to contact for my needs

Employees gave prompt, accurate, complete answers

I was satisfied with quality of customer service

It was easy to reach right person at City

0% 20% 40% 60% 80% 100%

Strongly Agree (5) Agree (4) Neutral (3) Disagree (1/2)

Employees did what they said they would do ina timely manner

Level of Agreement with Statements About the Quality of Customer Service Received from City Employees

2007 to 2017by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means strongly agree

(excluding don't knows)

82%

81%

75%

71%

70%

69%

68%

66%

80%

76%

70%

66%

67%

66%

69%

57%

83%

67%

47%

City employees were courteous and polite

Hours City employees were available met my needs

City employees were knowledgeable

I knew who to contact for my needs

Employees did what they said in a timely manner

Employees gave prompt/accurate/complete answers

Overall, I was satisfied with customer service

It was easy to reach the right person at the City

0% 20% 40% 60% 80% 100%

2017 2016 2007 Trends

not asked in 2007

not asked in 2007

not asked in 2007

not asked in 2007


not asked in 2007



Excellent20%

Good43%

Average26%

Poor6%

Very poor5%

Q26. Ratings of Service Provided by the City’s Utility Billing Office



Excellent18%

Good42%

Average27%

Poor9%

Very poor5%

Trends

2017 2016

Q27. Sources Where Residents Would Like to Receive Information About City Issues, Services and Events

by percentage of respondents (multiple choices allowed)

66%

48%

41%

39%

30%

27%

16%

10%

9%

8%

3%

2%

1%

7%

71%

44%

36%

39%

25%

25%

16%

11%

9%

8%

2%

2%

1%

7%

72%

52%

29%

51%

31%

15%

18%

11%

4%

8%

1%

2%

1%

4%

City newsletter that comes with utility bill

Television news

City website

Local newspaper

Radio

Facebook

Neighborhood or homeowners associations

Friends/neighbors

Twitter

City cable channel

YouTube

Google+

Pinterest

Other

0% 20% 40% 60% 80%

2017 2016 2015Source: ETC Institute (2017) Trends



15%

13%

13%

9%

8%

10%

9%

8%

51%

52%

46%

41%

42%

30%

29%

24%

26%

23%

28%

33%

32%

39%

48%

37%

9%

12%

13%

17%

19%

20%

14%

31%

City's website provides useful info

City government is a trusted source of info

City newsletter provides useful info

Information is clear/accurate & meets my needs

It's easy to get info needed from City government

City's use of social media provides useful info

There are enough mobile apps to provide City info

City's cable TV channel provides useful info

0% 20% 40% 60% 80% 100%

Strongly Agree (5) Agree (4) Neutral (3) Disagree (1/2)

Q28. Level of Agreement with Statements About Communication



Agreement with Statements About Communication2007 to 2017


66%

65%

59%

50%

50%

40%

38%

32%

68%

64%

64%

49%

49%

38%

37%

35%

63%

51%

50%

City's website provides useful info

City government is a trusted source of info

City newsletter provides useful info

Information is clear/accurate and meets my needs

It is easy to get info needed from City government

City's use of social media provides useful info

There are enough mobile apps to provide City info

City's cable TV channel provides useful info

0% 20% 40% 60% 80% 100%

2017 2016 2007 TrendsSource: ETC Institute (2017)

not asked in 2007

not asked in 2007

not asked in 2007

not asked in 2007

not asked in 2007



Q29. Please indicate if your household uses the following Utility Services provided by the City of Columbia:

by percentage of respondents who answered "YES"

94%

93%

91%

82%

81%

42%

Residential trash collection service

City sewer service

City water service

City electric service

Curbside recycling (blue bags)

Drop-off recycling

0% 20% 40% 60% 80% 100%


94%

93%

91%

82%

81%

42%

96%

95%

93%

86%

86%

51%

93%

95%

88%

81%

45%


City sewer service

City water service



Drop-off recycling

0% 20% 40% 60% 80% 100%

2017 2016 2005

Percentage of Residents Who Indicated They Have Used Utility Services Provided by the City

2005 to 2017by percentage of respondents who answered "YES"


not asked in 2005



53%

48%

44%

41%

43%

43%

36%

40%

44%

44%

41%

41%

5%

5%

8%

10%

11%

10%

6%

6%

5%

5%

4%

6%



Drop-off recycling


City sewer service

City water service

0% 20% 40% 60% 80% 100%


Q29. Satisfaction with Utility Servicesby percentage of respondents (excluding don't knows)


Satisfaction with Utility Services2005 to 2017

88%

89%

85%

84%

84%

88%

87%

87%

87%

86%

85%

81%

91%

92%

88%

88%

80%




City water service

City sewer service

Drop-off recycling

0% 20% 40% 60% 80% 100%

2017 2016 2005



not asked in 2005



Q30. Please indicate if you’ve done any of the following during the past year in the City of Columbia:

by percentage of respondents who answered "YES"

88%

52%

42%

28%

28%

18%

11%

12%

11%

5%

88%

50%

41%

26%

25%

18%

11%

10%

10%

4%

85%

52%

38%

23%

25%

20%

12%

9%

8%

4%

Visited a city park

Visited a community recreation center

Have you used Columbia Airport

Used police services

Attended or watched any City meetings

Used public health services provided by City

Used fire or emergency medical services

Were a victim of any crime

Used public transportation/bus

Applied for a building permit from City

0% 20% 40% 60% 80% 100%

2017 2016 2015Source: ETC Institute (2017) Trends

Q31. Support for Continuing to Use Funds to Acquire Land to Preserve Open Space and Protect the Environment

Very supportive47%

Somewhat supportive22% Neutral

12%

Not supportive8%

Not supportive at all11%





Q32. Likelihood of Supporting a New Permanent Property Tax to Fund 30 Additional Police Officers and 15 Additional

Fire Fighters



Very likely36%

Somewhat likely22%

Neutral8% Not likely

13%

Not at all likely22%

Demographics





Yes93%

No7%

Q33. Are you registered to vote in the City of Columbia?


5 years or less46%

6-10 years17%

11-15 years12%

16-20 years9%

21-30 years11%

31+ years5%

Q34. Number of Years Lived in Columbiaby percentage of respondents




Yes11%

No89%

Q35. Are you a student in a college or university? by percentage of respondents


Q36. Do you own or rent your current residence?by percentage of respondents

Own76%

Rent24%




Q37. Age of Survey Respondents

Under 3526%

35-4425%

45-5420%

55-6418%

65+ 11%



One18%

Two45%

Three17% Four

12%

Five or more7%

Q38. Number of Residents in Householdby percentage of respondents




One33%

Two45%

Three5%

Four or more2%

None15%

Q39. Number of Employed Residents in Householdby percentage of respondents


One31%

Two48%

Three6%

Four or more2%

None13%

Trends

2017 2016

Employed full time65%

Employed part time11%

1%

2% Retired18%

3%

Q40. Which of the following best describes your employment status?


Not employed, looking for work

Not employed, not looking for work

Disabled, not able to work

Source: ETC Institute (2017) Trends

Employed full time67%

Employed part time10%

2%

2%

Retired17%

3%

Not employed, looking for work

Not employed, not looking for work

Disabled, not able to work

2017 2016



One81%

Two15%

Three or more4%

Q40-2. If you are employed, how many paying jobs do you have?

by percentage of respondents who are employed (excluding not provided)


Inside81%

Outside9%

Both10%

Q40-3. If you are employed, do you work inside or outside the City limits of Columbia?

by percentage of respondents who are employed (excluding don’t knows)




Q41. Total Annual Household Incomeby percentage of respondents

Under $15,0008%

$15,000 - $29,99910%$30,000 - $59,999

22%

$60,000 - $99,99928%

More than $100,00029%

Not provided3%


Q42. Race/Ethnicity of Respondentsby percentage of respondents

82%

10%

4%

4%

2%

1%

1%

White/Caucasian

African American/Black

Hispanic

Asian/Pacific Islander

Mixed Race

Native American/Eskimo

Other

0% 20% 40% 60% 80% 100%




Male51%

Female49%

Other1%

Q43. Gender of Respondentsby percentage of respondents




Section 2:

Benchmarking Data



DirectionFinder® Survey

Year 2017 Benchmarking Summary Report

Overview ETC Institute's DirectionFinder® program was originally developed in 1999 to help community leaders in

Kansas and Missouri use statistically valid community survey data as a tool for making better decisions.

Since November 1999, the survey has been administered in more than 230 cities and counties in 43 states.

This report contains benchmarking data from three sources: (1) a national survey that was administered by

ETC Institute during the Summer of 2017 to a random sample of more than 4,000 residents in the continental

United States, (2) a regional survey that was administered by ETC Institute in the Summer of 2017 to a random

sample of more than 400 residents in Kansas and Missouri communities and (3) surveys that have been

administered by ETC Institute in 33 communities in Kansas and Missouri between January 2014 and October

2017. The Kansas and Missouri communities represented in this report include:

• Ballwin, Missouri

• Blue Springs, Missouri

• Bonner Springs, Kansas

• Butler, Missouri

• Coffeyville, Kansas

• Columbia, Missouri

• Creve Coeur, Missouri

• Excelsior Springs, Missouri

• Gardner, Kansas

• Grandview, Missouri

• Harrisonville, Missouri

• Independence, Missouri

• Johnson County, Kansas

• Kansas City, Missouri

• Lawrence, Kansas

• Leawood, Kansas

• Lee’s Summit, Missouri

• Lenexa, Kansas

• Liberty, Missouri

• Merriam, Kansas

• Mission, Kansas

• North Kansas City, Missouri

• O’Fallon, Missouri

• Olathe, Kansas

• Overland Park, Kansas

• Platte City, Missouri

• Pleasant Hill, Missouri

• Raymore, Missouri

• Riverside, Missouri

• Roeland Park, Kansas

• Shawnee, Kansas

• Spring Hill, Kansas

• Unified Government of Kansas City

and Wyandotte County

National and Regional Benchmarks. The first set of charts on the following pages show how the overall

results for Columbia compare to the national and regional averages based on the results of a 2017 survey that

was administered by ETC Institute to a random sample of more than 4,000 U.S. residents.

Kansas and Missouri Benchmarks. The second set of charts show the highest, lowest, and average (mean)

levels of satisfaction in the 33 communities listed above. The mean rating is shown as a vertical line, which

indicates the average level of satisfaction for Kansas and Missouri communities. The actual ratings for

Columbia are listed to the right of each chart. The dot on each bar shows how the results for Columbia

compare to the other communities in Kansas and Missouri where the DirectionFinder® survey has been

administered.



National and Regional Benchmarks

Note: The benchmarking data contained in this report is protected intellectual property. Any reproduction of

the benchmarking information in this report by persons or organizations not directly affiliated with the City of

Columbia is not authorized without written consent from ETC Institute.


88%

80%

77%

68%

61%

50%

49%

39%

31%

31%

67%

63%

65%

53%

76%

47%

53%

50%

42%

42%

64%

69%

65%

47%

77%

47%

56%

52%

43%

41%

Parks/recreation programs & facilities

Solid waste services

City utility services (water, electric, sewer)

Customer service

Public safety services


Stormwater runoff/management

Enforcement of codes & ordinances



0% 20% 40% 60% 80% 100%

Columbia Kansas/Missouri Average U.S. Average

by percentage of respondents who rated the item 4 or 5 on a 5-point scalewhere 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

Overall Satisfaction with Major Categories of City ServicesColumbia vs. Kansas/Missouri vs. the U.S.




74%

73%

51%

50%

66%

46%

61%

40%

73%

49%

69%

38%


Overall quality of City services provided

Overall feeling of safety in the City

Value received for City tax dollars/fees

0% 20% 40% 60% 80% 100%



Satisfaction with Items that Influence Perceptions of the Community

Columbia vs. Kansas/Missouri vs. the U.S.


85%

85%

51%

47%

47%

84%

84%

66%

53%

65%

83%

84%

70%

56%

65%

Local fire protection

Fire Department response time to emergencies

Local police services

Crime prevention

Police response time to emergencies

0% 20% 40% 60% 80% 100%


Overall Satisfaction with Public Safety ServicesColumbia vs. Kansas/Missouri vs. the U.S.





90%

88%

81%

77%

67%

75%

56%

65%

66%

43%

70%

59%

65%

60%

35%






0% 20% 40% 60% 80% 100%


Overall Satisfaction with Parks and RecreationColumbia vs. Kansas/Missouri vs. the U.S.



65%

65%

48%

48%

46%

39%

31%

51%

62%

54%

46%

55%

46%

51%

54%

58%

48%

47%

50%

49%

48%








0% 20% 40% 60% 80% 100%


Overall Satisfaction with Streets and SidewalksColumbia vs. Kansas/Missouri vs. the U.S.





56%

53%

52%

46%

43%

53%

42%

47%

43%

52%

41%

46%





0% 20% 40% 60% 80% 100%


Overall Satisfaction with Code Enforcement and Neighborhood Services

Columbia vs. Kansas/Missouri vs. the U.S.by percentage of respondents who rated the item 4 or 5 on a 5-point scale

where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)


82%

68%

70%

69%

66%

72%

42%

58%

64%

72%

65%

50%

59%

58%

65%

Employees were courteous/polite

Overall satisfaction with customer service

Employees did what they said in a timely manner

Employees gave prompt/accurate/complete answers

It was easy to reach the City employee needed

0% 20% 40% 60% 80% 100%


Overall Satisfaction with Customer ServiceColumbia vs. Kansas/Missouri vs. the U.S.by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5

was a positive response and 1 was a negative response (excluding don't knows)




89%

88%

88%

84%

84%

72%

73%

51%

71%

62%

69%

73%

44%

71%

67%

Curbside recycling


Drop-off recycling

City sewer service

City water service

0% 20% 40% 60% 80% 100%

Columbia Kansas/Missouri Average U.S.

Overall Satisfaction with Utility ServicesColumbia vs. Kansas/Missouri vs. the U.S.



Kansas and Missouri Performance Ranges




97%

95%

89%

85%

72%

84%

89%

61%

48%

46%

30%

27%

31%

60%

Public safety

Parks and recreation programs & facilities

Overall quality of customer service

Effectiveness of communication with the public

Enforcement of City codes/ordinances

City stormwater runoff/management system

Solid waste services

0% 20% 40% 60% 80% 100%

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Columbia, MO

61%

88%

50%

68%

39%

49%

Overall Satisfaction With Major Categories of City Services - 2017

80%


94%

82%

93%

29%

16%

32%


Overall value received for your tax dollars

Overall quality of City services provided

0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Perceptions that Residents Haveof the Community in Which They Live - 2017


Columbia, MO

74%

50%

73%




98%

94%

86%

93%

92%

74%

51%

39%

47%

77%

Overall quality of local fire protection



Police response time to emergencies

Fire Department response time to emergencies

0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH


Satisfaction with Public Safety Services - 2017

Columbia, MO

85%

47%

85%

51%

47%


93%

91%

87%

83%

87%

58%

21%

31%

17%

22%


Maintenance of major City Streets


Condition of sidewalks

Maintenance of neighborhood streets

0% 20% 40% 60% 80% 100%


Satisfaction with Streets and Sidewalks - 2017

Columbia, MO

65%

48%

31%

48%

46%

Source: ETC Institute (2017)LOW---------MEAN--------HIGH



70%

67%

64%

14%

14%

18%


Clean-up of trash/litter on private property


0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH


Satisfaction with Code Enforcement and Neighborhood Services - 2017

Columbia, MO

52%

56%

53%




Section 3:

Importance-Satisfaction

Analysis



Importance-Satisfaction Analysis Columbia, Missouri

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 of these highly important decision making criteria for each of the services they

are providing. The Importance-Satisfaction rating is based on the concept that cities will

maximize overall citizen satisfaction by emphasizing improvements in those service categories

where the level of satisfaction is relatively low and the perceived importance of the service is

relatively high.

Methodology

The rating is calculated by summing the percentage of responses for items selected as the first,

second, third and fourth most important services for the City to provide. This sum is then

multiplied by 1 minus the percentage of respondents that 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 knows”). “Don't know” responses are excluded from the calculation to

ensure that 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. Approximately

fifty-eight percent (58.3%) selected the condition of City streets as the most important service for

the City to provide.

With regard to satisfaction, 31% of the residents surveyed rated the city’s overall performance in

the condition of City streets as a “4” or a “5” on a 5-point scale (where “5” means “very

satisfied) excluding “don't know” responses. The I-S rating for the condition of City streets was

calculated by multiplying the sum of the most important percentages by 1 minus the sum of the

satisfaction percentages. In this example, 58.3% was multiplied by 69% (1-0.31). This

calculation yielded an I-S rating of 0.4023, which was ranked first out of twelve 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 that

they are positively satisfied with the delivery of the service.

The lowest rating is 0.00 and could be achieved under either one 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 of 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 .10 to .20 identify service areas that should

receive increased emphasis. Ratings less than .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 Columbia are provided on the following pages.



Importance-Satisfaction RatingCity of Columbia, Missouri

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)

Condition of City streets 58% 3 31% 11 0.4023 1

Public safety services provided by the City 82% 1 61% 6 0.3186 2

High Priority (IS .10 - .20)

City water, electric, and sewer services 59% 2 77% 3 0.1350 3

Medium Priority (IS <.10)

Public transit services (bus) 14% 9 31% 12 0.0987 4

Enforcement of City codes and ordinances 16% 8 39% 9 0.0976 5

Public health services provided by the City 26% 6 64% 5 0.0922 6

Stormwater runoff/stormwater management system 16% 7 49% 8 0.0821 7

Solid waste services (trash, recycling, etc.) 40% 4 80% 2 0.0800 8

City communication with the public 14% 10 50% 7 0.0700 9

City parks and recreation programs and facilities 32% 5 88% 1 0.0388 10

Quality of City permitting services for buildings 4% 12 32% 10 0.0286 11

Customer service received from City employees 7% 11 68% 4 0.0211 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, third and fourth

most important responses for each item. Respondents were asked to identify

the items they thought should receive the most emphasis over the next two years.

Satisfaction %: The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.'

Respondents ranked their level of satisfaction with the each of the items on a scale

of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

© 2017 DirectionFinder by ETC Institute




Public Safety

Category of Service

Most

Important %

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


How quickly police respond to emergencies 68% 1 47% 4 0.3609 1

Police efforts to prevent crime 67% 2 47% 5 0.3530 2

Overall quality of local police services 43% 4 51% 3 0.2127 3


How quickly Fire Dept. responds to emergencies 53% 3 85% 2 0.0800 4

City's municipal court 12% 6 42% 6 0.0696 5

Overall quality of City fire protection 24% 5 85% 1 0.0363 6












Parks and Recreation

Category of Service

Most

Important %

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


Quality of City parks 66% 1 90% 1 0.0661 1

Amount of land acquired to preserve open space/

protect environment 19% 3 67% 7 0.0640 2

Quality of walking/biking trails in the city 47% 2 88% 2 0.0566 3

City pools and aquatic facilities 10% 6 67% 6 0.0327 4

Quality of recreation programs and classes 14% 4 77% 4 0.0322 5

Quality of outdoor athletic fields 13% 5 81% 3 0.0239 6

Availability of info on City parks & rec programs 8% 7 77% 5 0.0182 7












Streets and Sidewalks

Category of Service

Most

Important %

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


City maint/repair services for major City streets 74% 1 46% 8 0.4018 1

City maint/repair svcs. for neighborhood streets 40% 3 48% 6 0.2096 2


Snow removal on neighborhood streets 25% 4 31% 10 0.1711 3

Snow removal on major City streets 46% 2 65% 2 0.1624 4

Availability of sidewalks in the city 22% 5 52% 5 0.1051 5


Condition of pavement markings 16% 6 39% 9 0.0958 6

Condition of sidewalks adjacent to City streets 16% 7 48% 7 0.0806 7

Traffic roundabouts throughout Columbia 9% 8 55% 3 0.0387 8

City street cleaning services 7% 9 53% 4 0.0343 9

Mowing/trimming of public areas along City streets 4% 10 65% 1 0.0140 10












Code Enforcement and Neighborhood Services

Category of Service

Most

Important %

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


Clean-up of trash and litter 58% 1 52% 3 0.2760 1

Maintenance of residential property 50% 2 56% 1 0.2204 2


Enforcement of residential building codes 37% 3 50% 4 0.1860 3

Maintenance of business property 37% 4 53% 2 0.1730 4

Enforcement of business building codes 30% 6 43% 6 0.1727 5

Parking on neighborhood streets 31% 5 46% 5 0.1696 6











Importance-Satisfaction Matrix Analysis

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. ETC

Institute developed an Importance-Satisfaction Matrix to display the perceived importance of

major services that were assessed on the survey against the perceived quality of service delivery.

The two axes on the matrix represent Satisfaction (vertical) and relative Importance (horizontal).

The I-S (Importance-Satisfaction) matrix should be interpreted as follows.

• Continued Emphasis (above average importance and above average

satisfaction). This area shows where the City is meeting customer expectations.

Items in this area have a significant impact on the customer’s overall level of

satisfaction. The City should maintain (or slightly increase) emphasis on items in this

area.

• Exceeding Expectations (below average importance and above average

satisfaction). This area shows where the City is performing significantly better than

customers expect the City to perform. Items in this area do not significantly affect the

overall level of satisfaction that residents have with City services. The City should

maintain (or slightly decrease) emphasis on items in this area.

• Opportunities for Improvement (above average importance and below average

satisfaction). This area shows where the City is not performing as well as residents

expect the City to perform. This area has a significant impact on customer

satisfaction, and the City should DEFINITELY increase emphasis on items in this

area.

• Less Important (below average importance and below average satisfaction).

This area shows where the City is not performing well relative to the City’s

performance in other areas; however, this area is generally considered to be less

important to residents. This area does not significantly affect overall satisfaction with

City services because the items are less important to residents. The agency should

maintain current levels of emphasis on items in this area.

Matrices showing the results for Columbia are provided on the following pages.



Sa t

isf a

ctio

n R

atin

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!

!

!!

!

!!

! !

!

! ! me a

n s

a tis

fac t

ion

=56

%

Opportunities for Improvement

2017 City of Columbia Community SurveyImportance-Satisfaction Assessment Matrix

-Major Categories of City Services-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance=31%

Importance RatingLower Importance Higher Importance

lower importance/higher satisfaction higher importance/higher satisfaction

lower importance/lower satisfaction higher importance/lower satisfaction

Exceeded Expectations

Less Important

Continued Emphasis








City parks and recreation programs and facilities





Quality of City permitting svcs.



Sa t

isf a

ctio

n R

atin

g

!

!

!

!

!!

me a

n s

a tis

fac t

ion

=60

%



-Public Safety-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance=45%





Less Important

Continued Emphasis



Police efforts to prevent crime How quickly police

respond to emergencies






Sa t

isf a

ctio

n R

atin

g

!

!

!

!

!!

!

me a

n s

a tis

fac t

ion

=78

%



-Parks and Recreation-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance=25%





Less Important

Continued Emphasis







City pools & aquatic facilities




Sa t

isf a

ctio

n R

atin

g

!

!

!

!!

!

!!!

!

me a

n s

a tis

fac t

ion

=50

%



-Streets and Sidewalks-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance=26%





Less Important

Continued Emphasis





Availability of sidewalks in the cityCity street cleaning services

City maint/repair svcs. for neighborhood streets City maint/repair services

for major City streets






Sa t

isf a

ctio

n R

atin

g !

!

!!

!

!

me a

n s

a tis

fac t

ion

=50

%



-Code Enforcement-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance=41%





Less Important

Continued Emphasis










Section 4:

Tabular Data



Q1. Major categories of services provided by the City of Columbia are listed below. Please rate each item

on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(N=850)

Very

Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know

Q1-1. Public safety services

provided by City (e.g. police & fire

services) 15.5% 43.3% 19.1% 12.9% 5.5% 3.6%

Q1-2. Parks & recreation programs &

facilities provided by City 44.1% 40.8% 8.7% 2.6% 0.7% 3.1%

Q1-3. Condition of City streets

(smoothness, absence of cracks/

potholes) 4.2% 26.9% 27.9% 31.9% 8.2% 0.8%

Q1-4. Enforcement of City codes &

ordinances 6.4% 27.8% 36.8% 10.5% 4.9% 13.6%

Q1-5. Quality of customer

service you receive from City

employees 18.8% 41.9% 21.5% 4.1% 2.8% 10.8%

Q1-6. Effectiveness of City

communication with the public 10.5% 36.8% 29.9% 12.8% 5.1% 4.9%

Q1-7. Quality of City permitting

services for buildings 4.7% 14.6% 27.2% 7.9% 5.4% 40.2%

Q1-8. City's stormwater runoff/

stormwater management system 9.4% 32.6% 27.3% 11.2% 5.2% 14.4%

Q1-9. Public health services

provided by City 13.6% 36.1% 22.9% 3.6% 1.4% 22.2%

Q1-10. Solid waste services

(trash, recycling, etc.) 30.4% 48.6% 9.4% 7.4% 2.7% 1.5%

Q1-11. City water, electric, & sewer

services 24.7% 51.2% 14.1% 6.4% 2.2% 1.4%

Q1-12. Public transit services

(bus) 6.6% 12.2% 25.6% 10.2% 7.4% 37.9%



WITHOUT “DON’T KNOW”

Q1. Major categories of services provided by the City of Columbia are listed below. Please rate each item

on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't

know")

(N=850)

Very

Very satisfied Satisfied Neutral Dissatisfied dissatisfied

Q1-1. Public safety services provided by City

(e.g. police & fire services) 16.1% 44.9% 19.8% 13.4% 5.7%

Q1-2. Parks & recreation programs & facilities

provided by City 45.5% 42.1% 9.0% 2.7% 0.7%

Q1-3. Condition of City streets (smoothness,

absence of cracks/potholes) 4.3% 27.2% 28.1% 32.1% 8.3%

Q1-4. Enforcement of City codes & ordinances 7.4% 32.2% 42.6% 12.1% 5.7%

Q1-5. Quality of customer service you receive

from City employees 21.1% 47.0% 24.1% 4.6% 3.2%

Q1-6. Effectiveness of City communication

with the public 11.0% 38.7% 31.4% 13.5% 5.3%

Q1-7. Quality of City permitting services for

buildings 7.9% 24.4% 45.5% 13.2% 9.1%

Q1-8. City's stormwater runoff/stormwater

management system 11.0% 38.0% 31.9% 13.0% 6.0%

Q1-9. Public health services provided by City 17.5% 46.4% 29.5% 4.7% 1.8%

Q1-10. Solid waste services (trash, recycling,

etc.) 30.8% 49.3% 9.6% 7.5% 2.7%

Q1-11. City water, electric, & sewer services 25.1% 51.9% 14.3% 6.4% 2.3%

Q1-12. Public transit services (bus) 10.6% 19.7% 41.3% 16.5% 11.9%



Q2. Which FOUR of the major City services listed above in Question 1 do you think are the most

important services for the City to provide?

Q2. Top choice Number Percent

Public safety services provided by City (e.g. police & fire

services) 536 63.1 %

Parks & recreation programs & facilities provided by City 21 2.5 %

Condition of City streets (smoothness, absence of cracks/

potholes) 52 6.1 %

Enforcement of City codes & ordinances 10 1.2 %

Quality of customer service you receive from City employees 3 0.4 %

Effectiveness of City communication with the public 8 0.9 %

Quality of City permitting services for buildings 2 0.2 %

City's stormwater runoff/stormwater management system 12 1.4 %

Public health services provided by City 30 3.5 %

Solid waste services (trash, recycling, etc.) 17 2.0 %

City water, electric, & sewer services 92 10.8 %

Public transit services (bus) 17 2.0 %

None chosen 50 5.9 %

Total 850 100.0 %



Q2. 2nd choice Number Percent


services) 80 9.4 %



potholes) 203 23.9 %











Total 850 100.0 %





Q2. 3rd choice Number Percent


services) 45 5.3 %














Total 850 100.0 %



Q2. 4th choice Number Percent


services) 33 3.9 %














Total 850 100.0 %



SUM OF TOP 4 CHOICES


important services for the City to provide? (top 4)

Q2. Sum of top 4 choices Number Percent


services) 694 81.6 %














Total 3176



Q3. PERCEPTIONS OF THE CITY. Several items that may influence your perception of the City of

Columbia are listed below. Please rate each item on a scale of 1 to 5, where 5 means "Very Satisfied" and

1 means "Very Dissatisfied."

(N=850)

Very


Q3-1. Overall quality of services

provided by City of Columbia 12.1% 58.1% 18.7% 5.9% 2.4% 2.8%

Q3-2. Overall value that you

receive for your City tax & fees 8.6% 39.3% 21.2% 16.9% 10.2% 3.8%

Q3-3. Overall quality of life in

City 20.7% 51.9% 15.8% 8.1% 1.8% 1.8%

Q3-4. Overall feeling of safety in

City 9.3% 41.3% 17.9% 21.5% 8.4% 1.6%

Q3-5. Local economic conditions 10.2% 48.0% 24.8% 10.4% 3.5% 3.1%

Q3-6. City efforts to meet its

financial needs & maintain a

balanced budget 8.1% 27.4% 25.8% 14.4% 11.2% 13.2%


Q3. PERCEPTIONS OF THE CITY. Several items that may influence your perception of the City of

Columbia are listed below. Please rate each item on a scale of 1 to 5, where 5 means "Very Satisfied" and

1 means "Very Dissatisfied." (without "don't know")

(N=850)

Very


Q3-1. Overall quality of services provided by

City of Columbia 12.5% 59.8% 19.2% 6.1% 2.4%

Q3-2. Overall value that you receive for your

City tax & fees 8.9% 40.8% 22.0% 17.6% 10.6%

Q3-3. Overall quality of life in City 21.1% 52.8% 16.0% 8.3% 1.8%

Q3-4. Overall feeling of safety in City 9.4% 42.0% 18.2% 21.9% 8.5%

Q3-5. Local economic conditions 10.6% 49.5% 25.6% 10.7% 3.6%

Q3-6. City efforts to meet its financial needs &

maintain a balanced budget 9.3% 31.6% 29.7% 16.5% 12.9%



Q4. PERCEPTIONS OF SAFETY. Using a scale of 1 to 5, where 5 means "Very Safe" and 1 means

"Very Unsafe," please rate your feeling of safety in the following situations in the City:

(N=850)

Very safe Safe Neutral Unsafe Very unsafe Don't know

Q4-1. Walking in your

neighborhood during the day 56.6% 33.5% 4.5% 2.9% 1.2% 1.3%

Q4-2. Walking in your

neighborhood at night 24.4% 36.6% 17.3% 13.5% 6.5% 1.8%

Q4-3. In Downtown Columbia

during the day 41.9% 40.8% 10.7% 3.9% 1.2% 1.5%

Q4-4. In Downtown Columbia at

night 8.2% 25.6% 25.6% 24.9% 11.6% 3.9%

Q4-5. In City parks 13.9% 41.3% 22.8% 11.5% 5.1% 5.4%


Q4. PERCEPTIONS OF SAFETY. Using a scale of 1 to 5, where 5 means "Very Safe" and 1 means

"Very Unsafe," please rate your feeling of safety in the following situations in the City: (without "don't

know")

(N=850)

Very safe Safe Neutral Unsafe Very unsafe

Q4-1. Walking in your neighborhood during

the day 57.3% 34.0% 4.5% 3.0% 1.2%

Q4-2. Walking in your neighborhood at night 24.8% 37.2% 17.6% 13.8% 6.6%

Q4-3. In Downtown Columbia during the day 42.5% 41.5% 10.9% 3.9% 1.2%

Q4-4. In Downtown Columbia at night 8.6% 26.7% 26.7% 25.9% 12.1%

Q4-5. In City parks 14.7% 43.7% 24.1% 12.2% 5.3%



Q5. PUBLIC SAFETY CONCERNS. Using a scale of 1 to 5, where 5 means "Very Likely" and 1 means

"Very Unlikely," please indicate how likely you think it is that the following will happen to you in the

City of Columbia:

(N=850)

Very likely Likely Neutral Unlikely Very unlikely Don't know

Q5-1. You will hear gun shots 18.4% 25.6% 15.6% 23.8% 14.4% 2.2%

Q5-2. You will be a victim of

property crime 9.6% 28.5% 27.5% 26.0% 5.9% 2.5%

Q5-3. You will be a victim of

violent crime 1.6% 6.9% 24.9% 39.6% 23.4% 3.4%

Q5-4. You will be a victim of a fire 0.5% 2.1% 22.6% 44.8% 24.9% 5.1%


Q5. PUBLIC SAFETY CONCERNS. Using a scale of 1 to 5, where 5 means "Very Likely" and 1 means

"Very Unlikely," please indicate how likely you think it is that the following will happen to you in the

City of Columbia: (without "don't know")

(N=850)

Very likely Likely Neutral Unlikely Very unlikely

Q5-1. You will hear gun shots 18.8% 26.2% 16.0% 24.3% 14.7%

Q5-2. You will be a victim of property crime 9.9% 29.2% 28.2% 26.7% 6.0%

Q5-3. You will be a victim of violent crime 1.7% 7.2% 25.8% 41.0% 24.2%

Q5-4. You will be a victim of a fire 0.5% 2.2% 23.8% 47.2% 26.3%



Q6. PUBLIC SAFETY SERVICES. For each of the following, please rate your satisfaction on a scale of 1

to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(N=850)

Very


Q6-1. Police efforts to prevent

crime 9.1% 34.4% 26.1% 16.2% 7.6% 6.6%

Q6-2. How quickly police

respond to emergencies 8.8% 28.6% 20.7% 14.0% 7.8% 20.1%

Q6-3. Overall quality of local

police services 10.1% 36.8% 24.9% 15.3% 5.5% 7.3%

Q6-4. How quickly fire personnel

respond to emergencies 23.9% 38.9% 10.5% 0.7% 0.2% 25.8%

Q6-5. Overall quality of City fire

protection 25.9% 44.7% 11.4% 0.7% 0.1% 17.2%

Q6-6. City's municipal court 6.1% 19.1% 25.8% 5.3% 2.8% 40.9%


Q6. PUBLIC SAFETY SERVICES. For each of the following, please rate your satisfaction on a scale of 1

to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")

(N=850)

Very


Q6-1. Police efforts to prevent crime 9.7% 36.8% 28.0% 17.4% 8.2%

Q6-2. How quickly police respond to

emergencies 11.0% 35.8% 25.9% 17.5% 9.7%

Q6-3. Overall quality of local police services 10.9% 39.7% 26.9% 16.5% 6.0%

Q6-4. How quickly fire personnel respond to

emergencies 32.2% 52.5% 14.1% 1.0% 0.3%

Q6-5. Overall quality of City fire protection 31.3% 54.0% 13.8% 0.9% 0.1%

Q6-6. City's municipal court 10.4% 32.3% 43.6% 9.0% 4.8%



Q7. Which THREE of the public safety services listed above in Question 6 do you think are the most



Police efforts to prevent crime 355 41.8 %

How quickly police respond to emergencies 205 24.1 %

Overall quality of local police services 108 12.7 %

How quickly fire personnel respond to emergencies 71 8.4 %

Overall quality of City fire protection 25 2.9 %

City's municipal court 9 1.1 %


Total 850 100.0 %











Total 850 100.0 %











Total 850 100.0 %














Total 2352



Q8. PERCEPTIONS OF PARKS AND RECREATION. For each of the following, please rate your

satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(N=850)

Very


Q8-1. Quality of City parks 45.4% 41.2% 7.5% 1.1% 0.6% 4.2%

Q8-2. Quality of walking/biking

trails in City 48.8% 32.8% 8.7% 1.5% 0.8% 7.3%

Q8-3. Quality of outdoor athletic

fields 30.0% 35.5% 12.8% 1.1% 0.7% 19.9%

Q8-4. Quality of recreation

programs & classes 25.8% 34.5% 15.1% 2.1% 0.6% 22.0%

Q8-5. Availability of information

about City parks & recreation

programs 29.9% 40.7% 14.7% 5.2% 1.3% 8.2%

Q8-6. City pools & aquatic facilities 20.4% 29.4% 17.6% 5.2% 1.9% 25.5%

Q8-7. Amount of land acquired

to preserve open space/protect

environment 24.5% 33.3% 17.1% 7.1% 4.6% 13.5%




Q8. PERCEPTIONS OF PARKS AND RECREATION. For each of the following, please rate your

satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(without "don't know")

(N=850)

Very


Q8-1. Quality of City parks 47.4% 43.0% 7.9% 1.1% 0.6%

Q8-2. Quality of walking/biking trails in City 52.7% 35.4% 9.4% 1.6% 0.9%

Q8-3. Quality of outdoor athletic fields 37.4% 44.3% 16.0% 1.3% 0.9%

Q8-4. Quality of recreation programs & classes 33.0% 44.2% 19.3% 2.7% 0.8%

Q8-5. Availability of information about City

parks & recreation programs 32.6% 44.4% 16.0% 5.6% 1.4%

Q8-6. City pools & aquatic facilities 27.3% 39.5% 23.7% 7.0% 2.5%

Q8-7. Amount of land acquired to preserve

open space/protect environment 28.3% 38.5% 19.7% 8.2% 5.3%



Q9. Which TWO of the parks and recreation services listed above in Question 8 do you think are the

most important services for the City to provide?


Quality of City parks 410 48.2 %

Quality of walking/biking trails in City 164 19.3 %

Quality of outdoor athletic fields 36 4.2 %

Quality of recreation programs & classes 35 4.1 %

Availability of information about City parks & recreation

programs 17 2.0 %

City pools & aquatic facilities 23 2.7 %

Amount of land acquired to preserve open space/protect

environment 76 8.9 %


Total 850 100.0 %


most important services for the City to provide?







programs 50 5.9 %





Total 850 100.0 %



most important services for the City to provide? (top 2)







programs 67 7.9 %





Total 1594



Q10. STREETS AND SIDEWALKS. For each of the following, please rate your satisfaction on a scale of

1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(N=850)

Very


Q10-1. City maintenance & repair

services for major City streets 5.6% 38.7% 22.6% 23.9% 6.8% 2.4%

Q10-2. City maintenance & repair

services for streets in your

neighborhood 8.1% 38.9% 21.9% 20.4% 8.0% 2.7%

Q10-3. Snow removal on major

City streets 11.4% 49.2% 16.7% 9.3% 6.9% 6.5%

Q10-4. Snow removal on

neighborhood streets 5.2% 23.2% 20.0% 26.9% 18.2% 6.5%

Q10-5. City street cleaning

services 8.9% 39.4% 29.2% 10.6% 3.6% 8.2%

Q10-6. Condition of sidewalks

adjacent to City streets 6.7% 39.3% 27.9% 18.2% 4.6% 3.3%

Q10-7. Availability of sidewalks

in City 9.3% 40.4% 23.2% 17.3% 6.7% 3.2%

Q10-8. Condition of pavement

markings 5.8% 31.9% 28.8% 20.0% 9.2% 4.4%

Q10-9. Mowing/trimming of

public areas along City streets 10.5% 52.2% 23.6% 6.7% 3.6% 3.3%

Q10-10. Traffic roundabouts

located throughout Columbia 17.5% 36.0% 18.1% 11.2% 14.9% 2.2%




Q10. STREETS AND SIDEWALKS. For each of the following, please rate your satisfaction on a scale of

1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")

(N=850)

Very


Q10-1. City maintenance & repair services for

major City streets 5.8% 39.6% 23.1% 24.5% 7.0%

Q10-2. City maintenance & repair services for

streets in your neighborhood 8.3% 40.0% 22.5% 20.9% 8.2%

Q10-3. Snow removal on major City streets 12.2% 52.6% 17.9% 9.9% 7.4%

Q10-4. Snow removal on neighborhood

streets 5.5% 24.8% 21.4% 28.8% 19.5%

Q10-5. City street cleaning services 9.7% 42.9% 31.8% 11.5% 4.0%

Q10-6. Condition of sidewalks adjacent to

City streets 6.9% 40.6% 28.8% 18.9% 4.7%

Q10-7. Availability of sidewalks in City 9.6% 41.7% 23.9% 17.9% 6.9%

Q10-8. Condition of pavement markings 6.0% 33.3% 30.1% 20.9% 9.6%

Q10-9. Mowing/trimming of public areas

along City streets 10.8% 54.0% 24.5% 6.9% 3.8%

Q10-10. Traffic roundabouts located

throughout Columbia 17.9% 36.8% 18.5% 11.4% 15.3%



Q11. Which THREE of the street and sidewalk services listed in Question 10 do you think are the most



City maintenance & repair services for major City streets 517 60.8 %

City maintenance & repair services for streets in your

neighborhood 36 4.2 %

Snow removal on major City streets 63 7.4 %

Snow removal on neighborhood streets 24 2.8 %

City street cleaning services 10 1.2 %

Condition of sidewalks adjacent to City streets 16 1.9 %

Availability of sidewalks in City 43 5.1 %

Condition of pavement markings 23 2.7 %

Mowing/trimming of public areas along City streets 1 0.1 %

Traffic roundabouts located throughout Columbia 14 1.6 %


Total 850 100.0 %
















Total 850 100.0 %


















Total 850 100.0 %

















Total 2306



Q12. CODE ENFORCEMENT AND NEIGHBORHOOD SERVICES. For each of the following, please

rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very

Dissatisfied."

(N=850)

Very


Q12-1. Maintenance of

residential property 8.5% 38.2% 25.2% 8.6% 2.4% 17.2%

Q12-2. Enforcement of residential

building codes 6.0% 28.9% 26.4% 6.6% 2.8% 29.3%

Q12-3. Maintenance of business

property 7.1% 33.4% 27.4% 6.6% 1.2% 24.4%

Q12-4. Enforcement of business

building codes 4.9% 22.6% 25.6% 7.6% 3.5% 35.6%

Q12-5. Parking on neighborhood

streets 6.2% 33.8% 27.3% 15.9% 4.4% 12.5%

Q12-6. Clean-up of trash & litter 8.0% 39.3% 22.8% 15.6% 4.9% 9.3%


Q12. CODE ENFORCEMENT AND NEIGHBORHOOD SERVICES. For each of the following, please

rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very

Dissatisfied." (without "don't know")

(N=850)

Very


Q12-1. Maintenance of residential property 10.2% 46.2% 30.4% 10.4% 2.8%

Q12-2. Enforcement of residential building

codes 8.5% 40.9% 37.3% 9.3% 4.0%

Q12-3. Maintenance of business property 9.3% 44.2% 36.2% 8.7% 1.6%

Q12-4. Enforcement of business building

codes 7.7% 35.1% 39.9% 11.9% 5.5%

Q12-5. Parking on neighborhood streets 7.1% 38.6% 31.2% 18.1% 5.0%

Q12-6. Clean-up of trash & litter 8.8% 43.3% 25.2% 17.3% 5.4%



Q13. Which THREE of the code enforcement items listed above in Question 12 do you think are the most



Maintenance of residential property 223 26.2 %

Enforcement of residential building codes 106 12.5 %

Maintenance of business property 57 6.7 %

Enforcement of business building codes 90 10.6 %

Parking on neighborhood streets 66 7.8 %

Clean-up of trash & litter 166 19.5 %


Total 850 100.0 %











Total 850 100.0 %











Total 850 100.0 %














Total 2209



Q14. CITY GOVERNMENT. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means

“Strongly Disagree," please rate your level of agreement with the following statements about Columbia's

City government:

(N=850)

Strongly

Strongly agree Agree Neutral Disagree disagree Don't know

Q14-1. Columbia City

government is democratic &

representative 7.8% 30.9% 23.9% 13.9% 9.8% 13.8%


government is transparent 5.9% 23.1% 24.8% 20.9% 10.7% 14.6%


government is efficient 4.7% 18.6% 28.8% 20.5% 14.1% 13.3%


government is innovative 5.9% 21.9% 31.1% 16.6% 9.6% 14.9%


government values diversity 11.2% 32.9% 24.9% 9.8% 5.4% 15.8%

Q14-6. Columbia City employees

are ethical & honest 8.7% 33.4% 26.1% 7.1% 5.5% 19.2%

Q14-7. Columbia government

leaders listen to what citizens

have to say 6.6% 21.4% 25.1% 17.5% 13.6% 15.8%




Q14. CITY GOVERNMENT. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means

“Strongly Disagree," please rate your level of agreement with the following statements about Columbia's

City government: (without "don't know")

(N=850)

Strongly

Strongly agree Agree Neutral Disagree disagree

Q14-1. Columbia City government is

democratic & representative 9.0% 35.9% 27.7% 16.1% 11.3%


transparent 6.9% 27.0% 29.1% 24.5% 12.5%

Q14-3. Columbia City government is efficient 5.4% 21.4% 33.2% 23.6% 16.3%


innovative 6.9% 25.7% 36.5% 19.5% 11.3%

Q14-5. Columbia City government values

diversity 13.3% 39.1% 29.6% 11.6% 6.4%

Q14-6. Columbia City employees are ethical &

honest 10.8% 41.3% 32.3% 8.7% 6.8%

Q14-7. Columbia government leaders listen to

what citizens have to say 7.8% 25.4% 29.7% 20.8% 16.2%



Q15. PERSONAL WELL-BEING. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means

“Strongly Disagree," please rate your level of agreement with the following statements:

(N=850)

Strongly


Q15-1. Columbia is a great place

to live, work, learn & play 29.5% 47.6% 13.9% 4.7% 2.5% 1.8%

Q15-2. Columbia is a place where

I can thrive 24.1% 43.3% 18.8% 8.5% 2.7% 2.6%

Q15-3. I earn a living wage that

allows me to meet basic needs

for housing, food, & utilities

without assistance from others 34.4% 38.0% 11.3% 7.8% 4.4% 4.2%

Q15-4. I take advantage of water/

light energy efficiency programs

to manage my home energy use 15.1% 26.4% 24.9% 14.7% 7.5% 11.4%

Q15-5. Columbia has jobs for

which I am qualified 27.3% 39.5% 16.4% 4.4% 2.4% 10.1%

Q15-6. Columbia has job

opportunities that would allow

me to advance myself in my field 20.1% 28.8% 22.4% 11.8% 5.2% 11.8%

Q15-7. Columbia offers

opportunities to help people

who want to start their own

businesses 13.8% 25.5% 19.8% 5.9% 3.4% 31.6%

Q15-8. There are opportunities

for women to go into business

for themselves & be successful 14.9% 30.1% 18.8% 3.9% 2.0% 30.2%

Q15-9. There are opportunities

for minorities to go into business

for themselves & be successful 12.2% 25.5% 19.5% 6.4% 3.4% 32.9%




Q15. PERSONAL WELL-BEING. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means

“Strongly Disagree," please rate your level of agreement with the following statements: (without "don't

know")

(N=850)

Strongly


Q15-1. Columbia is a great place to live, work,

learn & play 30.1% 48.5% 14.1% 4.8% 2.5%

Q15-2. Columbia is a place where I can thrive 24.8% 44.4% 19.3% 8.7% 2.8%

Q15-3. I earn a living wage that allows me to

meet basic needs for housing, food, & utilities

without assistance from others 35.9% 39.7% 11.8% 8.1% 4.5%

Q15-4. I take advantage of water/light energy

efficiency programs to manage my home

energy use 17.0% 29.7% 28.2% 16.6% 8.5%

Q15-5. Columbia has jobs for which I am

qualified 30.4% 44.0% 18.2% 4.8% 2.6%

Q15-6. Columbia has job opportunities that

would allow me to advance myself in my field 22.8% 32.7% 25.3% 13.3% 5.9%

Q15-7. Columbia offers opportunities to help

people who want to start their own

businesses 20.1% 37.3% 28.9% 8.6% 5.0%

Q15-8. There are opportunities for women to

go into business for themselves & be

successful 21.4% 43.2% 27.0% 5.6% 2.9%

Q15-9. There are opportunities for minorities

to go into business for themselves & be

successful 18.2% 38.1% 29.1% 9.5% 5.1%



Q16. When you are sick or need advice about your health, where do you usually go?

Q16. Where do you usually go when you are sick or

need advice about your health? Number Percent

A doctor's office 675 79.4 %

An urgent care center 431 50.7 %

A hospital emergency room 173 20.4 %

No usual place 47 5.5 %

Other 63 7.4 %

Total 1389

Q16. Other

Q16. Other Number Percent

Friends and family 11 17.5 %

Internet 8 12.7 %

Truman VA 4 6.3 %

VA 4 6.3 %

Clinic 3 4.8 %

Family Health Center 3 4.8 %

QUICK CARE 3 4.8 %

Student Health Center 3 4.8 %

Pharmacy 2 3.2 %

Health department or search WebMD 1 1.6 %

Internet for self-help. Medical care is too expensive in this town 1 1.6 %

consult my spouse who is a RN; and/or internet search 1 1.6 %

Hyvee/Mizzou Quick Care 1 1.6 %

VA Hospital 1 1.6 %

Hospital 1 1.6 %

call telemedicine service 1 1.6 %

CHIROPRACTOR 1 1.6 %

Teledoc 1 1.6 %

Online health services first then a doctors office 1 1.6 %

My insurance sucks and I have a high deductible plant

through work 1 1.6 %

Hy-Vee Quick Care 1 1.6 %

MU athletic trainer 1 1.6 %

Minute Clinic 1 1.6 %

Convenient care 1 1.6 %

HY-VEE NURSES 1 1.6 %

CALL NURSE LINE 1 1.6 %

Internet research because its often cheaper and more accurate 1 1.6 %

VARIOUS FORMS OF INFORMATION 1 1.6 %

Webmd 1 1.6 %

St Louis 1 1.6 %

MU Health Center 1 1.6 %

Total 63 100.0 %




Q17. Was there a time in the past 12 months when you

needed medical care, but could not get it? Number Percent

Yes 54 6.4 %

No 781 91.9 %

Not provided 15 1.8 %

Total 850 100.0 %

WITHOUT “NOT PROVIDED”


(without "not provided")

Q17. Was there a time in the past 12 months when you

needed medical care, but could not get it? Number Percent

Yes 54 6.5 %

No 781 93.5 %

Total 835 100.0 %

Q17a. (If YES to Question 17) What was the main reason you could not get medical care?

Q17a. What was the main reason you could not get

medical care? Number Percent

Cost or no insurance 24 44.4 %

Office wasn't open when I could get there 7 13.0 %

Too long a wait in the waiting room 3 5.6 %

No transportation 3 5.6 %

Distance from medical provider 1 1.9 %

Too long a wait for an appointment 14 25.9 %


Total 54 100.0 %


Q17a. (If YES to Question 17) What was the main reason you could not get medical care? (without "not

provided")

Q17a. What was the main reason you could not get

medical care? Number Percent

Cost or no insurance 24 46.2 %

Office wasn't open when I could get there 7 13.5 %

Too long a wait in the waiting room 3 5.8 %

No transportation 3 5.8 %

Distance from medical provider 1 1.9 %

Too long a wait for an appointment 14 26.9 %

Total 52 100.0 %




paying for food, housing or utilities?

Q18. Was there any time in the past 12 months when

you were not able to meet your basic needs? Number Percent

Yes 66 7.8 %

No 766 90.1 %


Total 850 100.0 %



paying for food, housing or utilities? (without "not provided")

Q18. Was there any time in the past 12 months when

you were not able to meet your basic needs? Number Percent

Yes 66 7.9 %

No 766 92.1 %

Total 832 100.0 %


each week?

Q19. How many times on average did you engage in

physical activities or exercise each week during past

month? Number Percent

0 time 61 7.2 %

1 or 2 times 274 32.2 %

3+ times 495 58.2 %


Total 850 100.0 %



each week? (without "not provided")

Q19. How many times on average did you engage in

physical activities or exercise each week during past

month? Number Percent

0 time 61 7.3 %

1 or 2 times 274 33.0 %

3+ times 495 59.6 %

Total 830 100.0 %



Q20. During the past month, how many times per day (on average) did you eat fruit and or vegetables?

Q20. How many times per day did you eat fruit and/or

vegetables during past month? Number Percent

Four or more times per day 296 34.8 %

Less than five or more times per day 462 54.4 %

Never 10 1.2 %

Don't know 82 9.6 %

Total 850 100.0 %


Q20. During the past month, how many times per day (on average) did you eat fruit and or vegetables?

(without "don't know")

Q20. How many times per day did you eat fruit and/or

vegetables during past month? Number Percent

Four or more times per day 296 38.5 %

Less than five or more times per day 462 60.2 %

Never 10 1.3 %

Total 768 100.0 %



Q21. NEIGHBORHOOD PROBLEMS. Please indicate the extent to which you think each of the

following is a problem in your neighborhood:

(N=850)

Moderate

Major problem problem Minor problem Not a problem Don't know

Q21-1. Crime, drugs, or violence 12.9% 20.2% 26.2% 35.4% 5.2%

Q21-2. Unemployment 4.0% 10.7% 21.5% 46.5% 17.3%

Q21-3. Homelessness 7.9% 10.2% 15.6% 58.4% 7.9%

Q21-4. Public schools not

providing quality education 5.6% 10.4% 13.6% 51.1% 19.3%

Q21-5. Lack of cultural activities 2.7% 8.1% 16.9% 57.5% 14.7%

Q21-6. Lack of recreational

activities 2.1% 6.4% 14.2% 68.2% 9.1%

Q21-7. Lack of affordable, quality

child care 9.9% 10.1% 12.5% 30.9% 36.6%

Q21-8. Abandoned or run-down

buildings 2.5% 6.1% 19.5% 64.6% 7.3%

Q21-9. Unsupervised children or

teenagers 7.5% 12.8% 21.9% 49.1% 8.7%

Q21-10. Speeding on

neighborhood streets 17.6% 24.5% 30.6% 23.2% 4.1%

Q21-11. Lack of affordable

housing 11.4% 15.3% 17.4% 39.4% 16.5%

Q21-12. Tension between racial/

ethnic groups 6.4% 10.9% 17.2% 52.2% 13.3%

Q21-13. Lack of good places to

shop for food or other items 3.2% 6.7% 12.6% 73.2% 4.4%

Q21-14. Roaming/loose animals 2.6% 6.1% 18.8% 67.2% 5.3%

Q21-15. Flooding 1.8% 4.0% 12.7% 73.4% 8.1%

Q21-16. Overgrown lots 0.9% 5.2% 16.8% 71.2% 5.9%

Q21-17. Graffiti 0.8% 2.5% 12.9% 76.8% 6.9%

Q21-18. Abandoned cars or

vehicles 0.9% 2.4% 13.6% 74.7% 8.4%




Q21. NEIGHBORHOOD PROBLEMS. Please indicate the extent to which you think each of the

following is a problem in your neighborhood: (without "don't know")

(N=850)

Moderate

Major problem problem Minor problem Not a problem

Q21-1. Crime, drugs, or violence 13.6% 21.3% 27.7% 37.3%

Q21-2. Unemployment 4.8% 12.9% 26.0% 56.2%

Q21-3. Homelessness 8.6% 11.1% 17.0% 63.3%

Q21-4. Public schools not providing quality

education 7.0% 12.8% 16.9% 63.3%

Q21-5. Lack of cultural activities 3.2% 9.5% 19.9% 67.4%

Q21-6. Lack of recreational activities 2.3% 7.0% 15.7% 75.0%

Q21-7. Lack of affordable, quality child care 15.6% 16.0% 19.7% 48.8%

Q21-8. Abandoned or run-down buildings 2.7% 6.6% 21.1% 69.7%

Q21-9. Unsupervised children or teenagers 8.2% 14.0% 24.0% 53.7%

Q21-10. Speeding on neighborhood streets 18.4% 25.5% 31.9% 24.2%

Q21-11. Lack of affordable housing 13.7% 18.3% 20.8% 47.2%

Q21-12. Tension between racial/ethnic groups 7.3% 12.6% 19.8% 60.2%

Q21-13. Lack of good places to shop for food

or other items 3.3% 7.0% 13.2% 76.5%

Q21-14. Roaming/loose animals 2.7% 6.5% 19.9% 70.9%

Q21-15. Flooding 1.9% 4.4% 13.8% 79.9%

Q21-16. Overgrown lots 1.0% 5.5% 17.9% 75.6%

Q21-17. Graffiti 0.9% 2.7% 13.9% 82.6%

Q21-18. Abandoned cars or vehicles 1.0% 2.6% 14.9% 81.5%



Q22. Which ONE of the following best describes your relationship with your neighbors?

Q22. What is your relationship with your neighbors? Number Percent

I have a close relationship with many of my neighbors 131 15.4 %

I have a close relationship with a few of my neighbors 244 28.7 %

I know several of my neighbors but I am not very close with

any of them 237 27.9 %

I know a few people in my neighborhood but I am not very

close with any of them 187 22.0 %

I don't know anyone in my neighborhood 41 4.8 %


Total 850 100.0 %


Q22. Which ONE of the following best describes your relationship with your neighbors? (without "not

provided")

Q22. What is your relationship with your neighbors? Number Percent

I have a close relationship with many of my neighbors 131 15.6 %

I have a close relationship with a few of my neighbors 244 29.0 %

I know several of my neighbors but I am not very close with

any of them 237 28.2 %

I know a few people in my neighborhood but I am not very

close with any of them 187 22.3 %

I don't know anyone in my neighborhood 41 4.9 %

Total 840 100.0 %



Q23. Which ONE of the following best describes how people in your neighborhood interact with one

another?

Q23. How do people in your neighborhood interact with

one other? Number Percent

They often help one another & have many social activities

together 131 15.4 %

They often help one another but do not have many social

activities together 192 22.6 %

They occasionally help one another but generally keep to

themselves 343 40.4 %

They almost always keep to themselves 144 16.9 %

Don't know 40 4.7 %

Total 850 100.0 %


Q23. Which ONE of the following best describes how people in your neighborhood interact with one

another? (without "don't know")

Q23. How do people in your neighborhood interact with

one other? Number Percent

They often help one another & have many social activities

together 131 16.2 %

They often help one another but do not have many social

activities together 192 23.7 %

They occasionally help one another but generally keep to

themselves 343 42.3 %

They almost always keep to themselves 144 17.8 %

Total 810 100.0 %



Q24. NEIGHBORHOODS. For each of the following, please rate your satisfaction with each item on a

scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(N=850)

Very


Q24-1. Condition of housing 27.8% 51.3% 12.2% 4.8% 1.4% 2.5%

Q24-2. Condition of streets

(smoothness, absence of cracks/

potholes) 12.7% 39.8% 19.8% 20.5% 5.4% 1.9%

Q24-3. Availability of sidewalks 20.2% 38.7% 16.2% 14.9% 6.8% 3.1%

Q24-4. Neighborhood parks 23.5% 43.9% 18.8% 7.2% 2.1% 4.5%

Q24-5. Overall appearance of

your neighborhood 26.7% 52.2% 12.6% 5.2% 1.5% 1.8%

Q24-6. Overall quality of City

services in your neighborhood 17.2% 50.9% 19.2% 6.7% 1.9% 4.1%


Q24. NEIGHBORHOODS. For each of the following, please rate your satisfaction with each item on a

scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")

(N=850)

Very


Q24-1. Condition of housing 28.5% 52.6% 12.5% 4.9% 1.4%

Q24-2. Condition of streets (smoothness,

absence of cracks/potholes) 12.9% 40.5% 20.1% 20.9% 5.5%

Q24-3. Availability of sidewalks 20.9% 39.9% 16.7% 15.4% 7.0%

Q24-4. Neighborhood parks 24.6% 45.9% 19.7% 7.5% 2.2%

Q24-5. Overall appearance of your

neighborhood 27.2% 53.2% 12.8% 5.3% 1.6%

Q24-6. Overall quality of City services in your

neighborhood 17.9% 53.1% 20.0% 7.0% 2.0%



Q25. CUSTOMER SERVICE. Have you called or visited the City with a question, problem, or complaint

during the past year?

Q25. Have you contacted City with a question, problem,

or complaint during past year? Number Percent

Yes 396 46.6 %

No 454 53.4 %

Total 850 100.0 %

Q25a. (If YES to Question 25) How did you contact the City most recently?

Q25a. How did you contact City most recently? Number Percent

Phone 250 63.1 %

Website 81 20.5 %

Walk-in 36 9.1 %

Through City Council member or Mayor 27 6.8 %


Total 396 100.0 %


Q25a. (If YES to Question 25) How did you contact the City most recently? (without "not provided")

Q25a. How did you contact City most recently? Number Percent

Phone 250 63.5 %

Website 81 20.6 %

Walk-in 36 9.1 %

Through City Council member or Mayor 27 6.9 %

Total 394 100.0 %



Q25b. (If YES to Question 25) For which service did you contact the City most recently?

Q25b. For which service did you contact City? Number Percent

Police 52 13.1 %

Fire 3 0.8 %

Water 24 6.1 %

Sewer 6 1.5 %

Stormwater 5 1.3 %

Parks & Recreation 11 2.8 %

Code Enforcement 44 11.1 %

Public Health 6 1.5 %

Streets 37 9.3 %

Sidewalks 6 1.5 %

Electric Service 54 13.6 %

Public Transportation 5 1.3 %

Planning & Zoning 13 3.3 %

Monthly Utility Billing 37 9.3 %

Solid Waste (trash, recycling, yard waste) 53 13.4 %

Human Resources 1 0.3 %

Airport 1 0.3 %

Energy Efficiency 3 0.8 %

Other 32 8.1 %


Total 396 100.0 %


Q25b. (If YES to Question 25) For which service did you contact the City most recently? (without "not

provided")

Q25b. For which service did you contact City? Number Percent

Police 52 13.2 %

Fire 3 0.8 %

Water 24 6.1 %

Sewer 6 1.5 %

Stormwater 5 1.3 %

Parks & Recreation 11 2.8 %

Code Enforcement 44 11.2 %

Public Health 6 1.5 %

Streets 37 9.4 %

Sidewalks 6 1.5 %

Electric Service 54 13.7 %

Public Transportation 5 1.3 %

Planning & Zoning 13 3.3 %

Monthly Utility Billing 37 9.4 %

Solid Waste (trash, recycling, yard waste) 53 13.5 %

Human Resources 1 0.3 %

Airport 1 0.3 %

Energy Efficiency 3 0.8 %

Other 32 8.1 %

Total 393 100.0 %



Q25b. Other

Q25b. Other Number Percent

Street lights 5 15.6 %

Snow removal 3 9.4 %

Environmental waste 1 3.1 %

Carbon emission regulation 1 3.1 %

Sunshine request 1 3.1 %

Journalism assignment 1 3.1 %

City Clerk 1 3.1 %

Jury duty 1 3.1 %

Landlord issues 1 3.1 %

Municipal Court 1 3.1 %

Parking enforcement 1 3.1 %

Power outages 1 3.1 %

City Manager 1 3.1 %

Road kill 1 3.1 %

Voting 1 3.1 %

City inspection of rental property I newly purchased 1 3.1 %

Tall grass/weeds 1 3.1 %

City buses 1 3.1 %

Grass clippings on streets 1 3.1 %

Inspection of rental unit to be purchased 1 3.1 %

Weeds in neighbor's yardeds 1 3.1 %

Permits 1 3.1 %

Neighborhood services 1 3.1 %

Property tax 1 3.1 %

Have our yard flagged for planned digging 1 3.1 %

Recorder and Assessor's Office 1 3.1 %

Total 32 100.0 %

Q25c. (If YES to Question 25) Why did you contact the City about this service?

Q25c. Why did you contact City about this service? Number Percent

Request service 71 17.9 %

Get information 92 23.2 %

Report a problem 182 46.0 %

Discuss a billing problem 54 13.6 %

Request emergency assistance 10 2.5 %

Request non-emergency assistance 32 8.1 %

Comply with City requirements 20 5.1 %

Other 35 8.8 %

Total 496



Q25c. Other

Q25c. Other Number Percent

More recycle bags 2 5.7 %

Left an item on the bus 1 2.9 %

Urged council person to vote a certain way on a zoning request 1 2.9 %

I am an expert 1 2.9 %

Concern about quality of policing for minority residents 1 2.9 %

Community policing and refusal of our Police Chief to address

racial profiling 1 2.9 %

Road improvements being considered in our area 1 2.9 %

Transfer services from one house to a new location 1 2.9 %

Updated my address 1 2.9 %

Billing 1 2.9 %

Power outage 1 2.9 %

Broken water pipe in front of neighbors yard 1 2.9 %

Noise complaint 1 2.9 %

Help with a ParkMobile problem 1 2.9 %

Automated answering sytsem 1 2.9 %

Cancel service 1 2.9 %

No snow plows for days 1 2.9 %

City buses 1 2.9 %

Want a street light removed 1 2.9 %

REQUEST NEW BUILDING TO PROVIDE TRAFFIC CALMING 1 2.9 %

PAY A BILL 1 2.9 %

REPORT CAR ACCIDENT 1 2.9 %

Office assistance 1 2.9 %

Vehicle broken into 1 2.9 %

WATER LEAK 1 2.9 %

Hinshaw is ridiculous 1 2.9 %

NOT ON SNOW/SCHOOL ROUTE 1 2.9 %

REPORT A COMPLAINT 1 2.9 %

INAPPROPRIATE PARKING TICKET ATTAINED

DOWNTOWN 1 2.9 %

IMPROVING STREET LIKE LARAIL HAS 2X AS MUCH AS

BURRWOOD 1 2.9 %

TREE TRIMMING 1 2.9 %

BUDGET BILLING 1 2.9 %

OPPOSE REZONING IN NEIGHBORHOOD 1 2.9 %

Medical tourism 1 2.9 %

Total 35 100.0 %



Q25d. (If YES to Question 25) Please indicate your level of agreement with the following statements

about the quality of service you received from City employees the last time you contacted the City, as

indicated in Question 25-2, by circling the corresponding number below:

(N=396)

Strongly


Q25d-1. Hours City employees

were available met my needs 22.2% 55.3% 11.1% 5.6% 1.5% 4.3%

Q25d-2. I knew who to contact

for my needs 17.7% 52.0% 13.1% 13.4% 2.0% 1.8%

Q25d-3. It was easy to reach the

right person at City 16.4% 47.7% 14.9% 12.1% 5.8% 3.0%

Q25d-4. City employees who

helped me were courteous & polite 31.3% 46.0% 11.6% 3.0% 2.3% 5.8%

Q25d-5. City employees did what

they said they would do in a

timely manner 28.3% 37.4% 11.9% 8.8% 7.1% 6.6%

Q25d-6. City employees gave

prompt, accurate & complete

answers to your questions 26.8% 39.6% 12.9% 8.8% 8.3% 3.5%

Q25d-7. City employees were

knowledgeable 25.3% 44.9% 12.4% 7.3% 3.8% 6.3%

Q25d-8. Overall, I was satisfied

with quality of customer service

provided by City 26.8% 39.6% 14.4% 8.8% 8.1% 2.3%




Q25d. (If YES to Question 25) Please indicate your level of agreement with the following statements

about the quality of service you received from City employees the last time you contacted the City, as

indicated in Question 25-2, by circling the corresponding number below: (without "don't know")

(N=396)

Strongly


Q25d-1. Hours City employees were available

met my needs 23.2% 57.8% 11.6% 5.8% 1.6%

Q25d-2. I knew who to contact for my needs 18.0% 53.0% 13.4% 13.6% 2.1%

Q25d-3. It was easy to reach the right person

at City 16.9% 49.2% 15.4% 12.5% 6.0%

Q25d-4. City employees who helped me were

courteous & polite 33.2% 48.8% 12.3% 3.2% 2.4%

Q25d-5. City employees did what they said

they would do in a timely manner 30.3% 40.0% 12.7% 9.5% 7.6%

Q25d-6. City employees gave prompt,

accurate & complete answers to your questions 27.7% 41.1% 13.4% 9.2% 8.6%

Q25d-7. City employees were knowledgeable 27.0% 48.0% 13.2% 7.8% 4.0%

Q25d-8. Overall, I was satisfied with quality

of customer service provided by City 27.4% 40.6% 14.7% 9.0% 8.3%



Q26. Overall, how do you rate the service provided by the City's Utility Billing Office?

Q26. How do you rate service provided by City's Utility

Billing Office overall? Number Percent

Excellent 139 16.4 %

Good 307 36.1 %

Average 187 22.0 %

Poor 39 4.6 %

Very poor 38 4.5 %

Don't know 140 16.5 %

Total 850 100.0 %


Q26. Overall, how do you rate the service provided by the City's Utility Billing Office? (without "don't

know")

Q26. How do you rate service provided by City's Utility

Billing Office overall? Number Percent

Excellent 139 19.6 %

Good 307 43.2 %

Average 187 26.3 %

Poor 39 5.5 %

Very poor 38 5.4 %

Total 710 100.0 %



Q27. How would you like to receive information about City issues, services and events?

Q27. How would you like to receive information about

City issues, services & events? Number Percent

City newsletter that comes with utility bill 559 65.8 %

Local newspaper 332 39.1 %

Television news 404 47.5 %

City cable channel 67 7.9 %

City website 348 40.9 %

Radio 254 29.9 %

Friends/neighbors 86 10.1 %

Neighborhood/Homeowners associations 134 15.8 %

Facebook 229 26.9 %

Twitter 80 9.4 %

Youtube 24 2.8 %

Pinterest 5 0.6 %

Google+ 19 2.2 %

Other 56 6.6 %

Total 2597

Q27. Other


Email 29 52.7 %

Email City newsletter 5 9.1 %

Mail 4 7.3 %

Text messages 2 3.6 %

Nextdoor app 2 3.6 %

Smartphone app 1 1.8 %

Radio 1 1.8 %

Direct email messages and notifications 1 1.8 %

Phone 1 1.8 %

Text to check Facebook 1 1.8 %

Apps 1 1.8 %

Snapchat, Instagram 1 1.8 %

Text messages for power outage, safety issues 1 1.8 %

Team meeting 1 1.8 %

Public outreach through City committees 1 1.8 %

City website 1 1.8 %

Text and email 1 1.8 %

Instagram 1 1.8 %

Total 55 100.0 %



Q28. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree," please

rate your level of agreement with the following statements:

(N=850)

Strongly


Q28-1. City government is a

trusted source of information

about programs & services 12.0% 47.3% 20.7% 7.1% 4.2% 8.7%

Q28-2. It is easy to get

information I need from City

government 7.4% 36.8% 28.1% 12.1% 4.2% 11.3%

Q28-3. Information is

communicated clearly, accurately

& in a form that meets my needs 8.1% 37.1% 30.0% 10.0% 5.2% 9.6%

Q28-4. City's cable television

channel provides information

that is useful to me 3.8% 11.2% 17.3% 7.5% 6.9% 53.3%

Q28-5. City's website provides

information that is useful to me 12.5% 41.8% 21.1% 5.5% 1.8% 17.4%

Q28-6. City newsletter provides

information that is useful to me 11.2% 38.4% 23.9% 7.4% 3.4% 15.8%

Q28-7. City's use of social media

provides information that is

useful to me 6.0% 17.8% 23.2% 7.4% 4.6% 41.1%

Q28-8. There are enough mobile

apps to provide City information

I need or conduct business with

City 4.6% 14.5% 23.8% 4.4% 2.8% 50.0%




Q28. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree," please

rate your level of agreement with the following statements: (without "don't know")

(N=850)

Strongly


Q28-1. City government is a trusted source of

information about programs & services 13.1% 51.8% 22.7% 7.7% 4.6%

Q28-2. It is easy to get information I need

from City government 8.4% 41.5% 31.7% 13.7% 4.8%

Q28-3. Information is communicated clearly,

accurately & in a form that meets my needs 9.0% 41.0% 33.2% 11.1% 5.7%

Q28-4. City's cable television channel

provides information that is useful to me 8.1% 23.9% 37.0% 16.1% 14.9%

Q28-5. City's website provides information

that is useful to me 15.1% 50.6% 25.5% 6.7% 2.1%

Q28-6. City newsletter provides information

that is useful to me 13.3% 45.5% 28.4% 8.8% 4.1%

Q28-7. City's use of social media provides

information that is useful to me 10.2% 30.1% 39.3% 12.6% 7.8%

Q28-8. There are enough mobile apps to

provide City information I need or conduct

business with City 9.2% 28.9% 47.5% 8.7% 5.6%



Q29. UTILITIES. Please indicate if your household uses the following services provided by the City of

Columbia.

(N=850)

Yes No

Q29-1. Residential trash collection service 93.6% 6.4%

Q29-2. Curbside recycling (blue bags) 80.5% 19.5%

Q29-3. Drop-off recycling 42.0% 58.0%

Q29-4. City electric service 81.9% 18.1%

Q29-5. City water service 90.9% 9.1%

Q29-6. City sewer service 93.1% 6.9%



Q29. If you answered "YES," please rate your overall satisfaction with that service on a scale of 1 to 5,

where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(N=827)

Very


Q29-1. Residential trash

collection service 47.1% 39.8% 5.3% 4.5% 1.8% 1.5%

Q29-2. Curbside recycling

(blue bags) 52.2% 35.1% 4.7% 4.2% 2.0% 1.8%

Q29-3. Drop-off recycling 42.6% 42.0% 7.6% 3.4% 1.1% 3.4%

Q29-4. City electric

service 40.1% 42.8% 9.8% 3.4% 1.4% 2.4%

Q29-5. City water service 42.0% 39.7% 10.2% 3.4% 2.7% 1.9%

Q29-6. City sewer service 42.4% 40.3% 10.9% 2.5% 1.6% 2.3%


Q29. If you answered "YES," please rate your overall satisfaction with that service on a scale of 1 to 5,

where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")

(N=827)

Very


Q29-1. Residential trash collection service 47.8% 40.4% 5.4% 4.6% 1.8%

Q29-2. Curbside recycling (blue bags) 53.1% 35.7% 4.8% 4.3% 2.1%

Q29-3. Drop-off recycling 44.1% 43.5% 7.8% 3.5% 1.2%

Q29-4. City electric service 41.1% 43.9% 10.0% 3.5% 1.5%

Q29-5. City water service 42.9% 40.5% 10.4% 3.4% 2.8%

Q29-6. City sewer service 43.3% 41.3% 11.1% 2.6% 1.7%



Q30. Please indicate if you have done any of the following during the past year in the City of Columbia:

(N=850)

Yes No Not provided

Q30-1. Used police services 27.5% 70.9% 1.5%

Q30-2. Were a victim of any crime 12.1% 86.5% 1.4%

Q30-3. Used fire or emergency medical

services 10.6% 87.8% 1.6%

Q30-4. Visited a community recreation center 50.7% 47.5% 1.8%

Q30-5. Visited a City park 86.7% 11.9% 1.4%

Q30-6. Used public transportation/bus 10.9% 87.2% 1.9%

Q30-7. Attended or watched any City

meetings 27.8% 70.7% 1.5%

Q30-8. Have you used Columbia Airport 40.9% 57.5% 1.5%

Q30-9. Used public health services provided

by City 17.6% 80.5% 1.9%

Q30-10. Applied for a building permit from

City 4.8% 93.2% 2.0%




Q30. Please indicate if you have done any of the following during the past year in the City of Columbia:

(without "not provided")

(N=850)

Yes No

Q30-1. Used police services 28.0% 72.0%

Q30-2. Were a victim of any crime 12.3% 87.7%

Q30-3. Used fire or emergency medical

services 10.8% 89.2%

Q30-4. Visited a community recreation center 51.6% 48.4%

Q30-5. Visited a City park 87.9% 12.1%

Q30-6. Used public transportation/bus 11.2% 88.8%

Q30-7. Attended or watched any City

meetings 28.2% 71.8%

Q30-8. Have you used Columbia Airport 41.6% 58.4%

Q30-9. Used public health services provided

by City 18.0% 82.0%

Q30-10. Applied for a building permit from

City 4.9% 95.1%



Q31. How supportive are you of continuing to use funds to acquire land to preserve open space and

protect the environment?

Q31. How supportive are you of continuing to use

funds to acquire land to preserve open space & protect

the environment? Number Percent

Very supportive 383 45.1 %

Somewhat supportive 184 21.6 %

Neutral 99 11.6 %

Not supportive 65 7.6 %

Not supportive at all 93 10.9 %

Don't know 26 3.1 %

Total 850 100.0 %


Q31. How supportive are you of continuing to use funds to acquire land to preserve open space and

protect the environment? (without "don't know")

Q31. How supportive are you of continuing to use

funds to acquire land to preserve open space & protect

the environment? Number Percent

Very supportive 383 46.5 %

Somewhat supportive 184 22.3 %

Neutral 99 12.0 %

Not supportive 65 7.9 %

Not supportive at all 93 11.3 %

Total 824 100.0 %



Q32. The City of Columbia currently has 169 police officers and 130 fire fighters. How likely would you

be to support a new permanent property tax to fund 30 additional police officers and 15 additional fire

fighters if the new tax cost the owner of a $200,000 home approximately $10 more month?

Q32. How likely would you be to support a new

permanent property tax to fund 30 additional police

officers & 15 additional fire fighters? Number Percent

Very likely 291 34.2 %

Somewhat likely 177 20.8 %

Neutral 69 8.1 %

Not likely 104 12.2 %

Not at all likely 179 21.1 %

Don't know 30 3.5 %

Total 850 100.0 %


Q32. The City of Columbia currently has 169 police officers and 130 fire fighters. How likely would you

be to support a new permanent property tax to fund 30 additional police officers and 15 additional fire

fighters if the new tax cost the owner of a $200,000 home approximately $10 more month? (without

"don't know")

Q32. How likely would you be to support a new

permanent property tax to fund 30 additional police

officers & 15 additional fire fighters? Number Percent

Very likely 291 35.5 %

Somewhat likely 177 21.6 %

Neutral 69 8.4 %

Not likely 104 12.7 %

Not at all likely 179 21.8 %

Total 820 100.0 %



Q33. Are you registered to vote in the City of Columbia?

Q33. Are you registered to vote in City of Columbia? Number Percent

Yes 783 92.1 %

No 59 6.9 %


Total 850 100.0 %


Q33. Are you registered to vote in the City of Columbia? (without "not provided")

Q33. Are you registered to vote in City of Columbia? Number Percent

Yes 783 93.0 %

No 59 7.0 %

Total 842 100.0 %

Q34. Approximately how many years have you lived at your current address?

Q34. How many years have you lived at your current

address? Number Percent

0-5 388 45.6 %

6-10 139 16.4 %

11-15 103 12.1 %

16-20 74 8.7 %

21-30 89 10.5 %

31+ 45 5.3 %


Total 850 100.0 %


Q34. Approximately how many years have you lived at your current address? (without "not provided")

Q34. How many years have you lived at your current

address? Number Percent

0-5 388 46.3 %

6-10 139 16.6 %

11-15 103 12.3 %

16-20 74 8.8 %

21-30 89 10.6 %

31+ 45 5.4 %

Total 838 100.0 %



Q35. Are you a student in a college or university?

Q35. Are you a student in a college or university Number Percent

Yes 90 10.6 %

No 758 89.2 %


Total 850 100.0 %


Q35. Are you a student in a college or university? (without "not provided")

Q35. Are you a student in a college or university? Number Percent

Yes 90 10.6 %

No 758 89.4 %

Total 848 100.0 %

Q36. Do you own or rent your current residence?

Q36. Do you own or rent your current residence? Number Percent

Own 641 75.4 %

Rent 206 24.2 %


Total 850 100.0 %


Q36. Do you own or rent your current residence? (without "not provided")

Q36. Do you own or rent your current residence? Number Percent

Own 641 75.7 %

Rent 206 24.3 %

Total 847 100.0 %



Q37. What is your age?

Q37. Your age Number Percent

18-34 211 24.8 %

35-44 205 24.1 %

45-54 166 19.5 %

55-64 145 17.1 %

65+ 93 10.9 %


Total 850 100.0 %


Q37. What is your age? (without "not provided")

Q37. Your age Number Percent

18-34 211 25.7 %

35-44 205 25.0 %

45-54 166 20.2 %

55-64 145 17.7 %

65+ 93 11.3 %

Total 820 100.0 %

Q38. How many people live in your household?

Q38. How many people live in your household? Number Percent

1 154 18.1 %

2 374 44.0 %

3 144 16.9 %

4 105 12.4 %

5 36 4.2 %

6 13 1.5 %

7 3 0.4 %

8 1 0.1 %

9 8 0.9 %


Total 850 100.0 %




Q38. How many people live in your household? (without "not provided")

Q38. How many people live in your household? Number Percent

1 154 18.4 %

2 374 44.6 %

3 144 17.2 %

4 105 12.5 %

5 36 4.3 %

6 13 1.6 %

7 3 0.4 %

8 1 0.1 %

9 8 1.0 %

Total 838 100.0 %

Q39. How many people in your household are employed?

Q39. How many people in your household are employed? Number Percent

0 122 14.4 %

1 276 32.5 %

2 373 43.9 %

3 43 5.1 %

4 12 1.4 %

5 3 0.4 %

6 0 0.0 %

7 1 0.1 %

8 0 0.0 %

9 1 0.1 %


Total 850 100.0 %


Q39. How many people in your household are employed? (without "not provided")

Q39. How many people in your household are employed? Number Percent

0 122 14.7 %

1 276 33.2 %

2 373 44.9 %

3 43 5.2 %

4 12 1.4 %

5 3 0.4 %

6 0 0.0 %

7 1 0.1 %

8 0 0.0 %

9 1 0.1 %

Total 831 100.0 %



Q40. Which of the following best describes your employment status?

Q40. What is your employment status? Number Percent

Employed full time 541 63.6 %

Employed part time 93 10.9 %

Not employed, looking for work 6 0.7 %

Not employed, not looking for work 18 2.1 %

Retired 149 17.5 %

Disabled, not able to work 28 3.3 %


Total 850 100.0 %


Q40. Which of the following best describes your employment status? (without "not provided")

Q40. What is your employment status? Number Percent

Employed full time 541 64.8 %

Employed part time 93 11.1 %

Not employed, looking for work 6 0.7 %

Not employed, not looking for work 18 2.2 %

Retired 149 17.8 %

Disabled, not able to work 28 3.4 %

Total 835 100.0 %

Q40a. (If Employed) How many paying jobs do you have?

Q40a. How many paying jobs do you have? Number Percent

1 517 81.5 %

2 94 14.8 %

3 20 3.2 %

4 1 0.2 %

5 1 0.2 %

6 1 0.2 %

Total 634 100.0 %



Q40b. (If Employed) Do you work inside or outside the city limits of Columbia?

Q40b. Do you work inside or outside City limits of

Columbia? Number Percent

Inside 498 78.5 %

Outside 53 8.4 %

Both 64 10.1 %

Don't know 19 3.0 %

Total 634 100.0 %


Q40b. (If Employed) Do you work inside or outside the city limits of Columbia? (without "don't know")

Q40b. Do you work inside or outside City limits of

Columbia? Number Percent

Inside 498 81.0 %

Outside 53 8.6 %

Both 64 10.4 %

Total 615 100.0 %

Q41. Would you say your total annual household income is:

Q41. Your total annual household income Number Percent

Under $15K 72 8.5 %

$15K to $29,999 84 9.9 %

$30K to $59,999 187 22.0 %

$60K to $99,999 237 27.9 %

$100K+ 248 29.2 %


Total 850 100.0 %


Q41. Would you say your total annual household income is: (without "not provided")

Q41. Your total annual household income Number Percent

Under $15K 72 8.7 %

$15K to $29,999 84 10.1 %

$30K to $59,999 187 22.6 %

$60K to $99,999 237 28.6 %

$100K+ 248 30.0 %

Total 828 100.0 %



Q42. Which of the following best describes your race/ethnicity?

Q42. Your race/ethnicity Number Percent

Hispanic 33 3.9 %

White/Caucasian 697 82.0 %

African American/Black 82 9.6 %

Asian/Pacific Islander 37 4.4 %

Native American/Eskimo 9 1.1 %

Mixed race 20 2.4 %

Other 4 0.5 %

Total 882

Q42. Other


European 2 50.0 %

West Indian 1 25.0 %

German 1 25.0 %

Total 4 100.0 %

Q43. What is your gender identity?

Q43. Your gender identity Number Percent

Male 431 50.7 %

Female 412 48.5 %

Other 5 0.6 %


Total 850 100.0 %


Q43. What is your gender identity? (without "not provided")

Q43. Your gender identity Number Percent

Male 431 50.8 %

Female 412 48.6 %

Other 5 0.6 %

Total 848 100.0 %



Section 5:

Survey Instrument



©2017 ETC Institute for the City of Columbia, MO Page 1

2017 City of Columbia Community Survey

Please take a few minutes to complete this survey. Your input is an important part of the city's on-going effort to identify and respond to resident concerns. If you have questions, please call Toni Messina, the city's Civic Relations Officer, at 874-7660.

1. Major categories of services provided by the City of Columbia are listed below. Please rate each item on 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

01. Public safety services provided by the city (e.g. police and fire services) 5 4 3 2 1 9

02. Parks and recreation programs and facilities provided by the city 5 4 3 2 1 9

03. Condition of city streets (smoothness, absence of cracks/potholes) 5 4 3 2 1 9

04. Enforcement of city codes and ordinances 5 4 3 2 1 9

05. Quality of customer service you receive from city employees 5 4 3 2 1 9

06. Effectiveness of city communication with the public 5 4 3 2 1 9

07. Quality of city permitting services for buildings 5 4 3 2 1 9

08. The city's stormwater runoff/stormwater management system 5 4 3 2 1 9

09. Public health services provided by the city 5 4 3 2 1 9

10. Solid waste services (trash, recycling, etc.) 5 4 3 2 1 9

11. City water, electric, and sewer services 5 4 3 2 1 9

12. Public transit services (bus) 5 4 3 2 1 9

2. Which FOUR of the major city services listed in Question 1 do you think are MOST IMPORTANT for the city to provide? [Write-in your answers below using the numbers from the list in Question 1.]

1st: ____ 2nd: ____ 3rd: ____ 4th: ____

3. Perceptions of the City. Several items that may influence your perception of the City of Columbia are listed below. Please rate each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



Very Dissatisfied

Don't Know

1. Overall quality of services provided by the City of Columbia 5 4 3 2 1 9

2. Overall value that you receive for your city tax dollars and fees 5 4 3 2 1 9

3. Overall quality of life in the city 5 4 3 2 1 9

4. Overall feeling of safety in the city 5 4 3 2 1 9

5. Local economic conditions 5 4 3 2 1 9

6. City efforts to meet its financial needs & maintain a balanced budget 5 4 3 2 1 9

4. Perceptions of Safety. Using a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe", please rate your feeling of safety in the following situations in the city.

How safe do you feel... Very Safe Safe Neutral Unsafe Very Unsafe Don't Know

1. Walking in your neighborhood during the day 5 4 3 2 1 9

2. Walking in your neighborhood at night 5 4 3 2 1 9

3. In downtown Columbia during the day 5 4 3 2 1 9

4. In downtown Columbia at night 5 4 3 2 1 9

5. In city parks 5 4 3 2 1 9


5. Public Safety Concerns. Using a scale of 1 to 5, where 5 means "Very Likely" and 1 means "Very Unlikely", please indicate how likely you think it is that the following will happen to you in the City of Columbia.

How likely do you think it is that... Very Likely Likely Neutral Unlikely Very Unlikely Don't Know

1. You will hear gun shots 5 4 3 2 1 9

2. You will be a victim of property crime 5 4 3 2 1 9

3. You will be a victim of violent crime 5 4 3 2 1 9

4. You will be a victim of a fire 5 4 3 2 1 9

6. Public Safety Services. For each of the following, please rate your satisfaction on 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. Police efforts to prevent crime 5 4 3 2 1 9

2. How quickly police respond to emergencies 5 4 3 2 1 9

3. Overall quality of local police services 5 4 3 2 1 9

4. How quickly Fire personnel respond to emergencies 5 4 3 2 1 9

5. Overall quality of city fire protection 5 4 3 2 1 9

6. The city's municipal court 5 4 3 2 1 9

7. Which THREE of the public safety services listed in Question 6 do you think are the MOST IMPORTANT services for the city to provide? [Write-in your answers below using the numbers from the list in Question 6.] 1st: ____ 2nd: ____ 3rd: ____

8. Perceptions of Parks and Recreation. For each of the following, please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



Very Dissatisfied

Don't Know

1. Quality of city parks 5 4 3 2 1 9

2. Quality of walking/biking trails in the city 5 4 3 2 1 9

3. Quality of outdoor athletic fields 5 4 3 2 1 9

4. Quality of recreation programs and classes 5 4 3 2 1 9

5. Availability of information about city parks and recreation programs 5 4 3 2 1 9

6. City pools and aquatic facilities 5 4 3 2 1 9

7. Amount of land acquired to preserve open space/protect the environment 5 4 3 2 1 9

9. Which TWO of the Parks and Recreation services listed in Question 8 do you think are the MOST IMPORTANT services for the city to provide? [Write-in your answers below using the numbers from the list in Question 8.] 1st: ____ 2nd: ____

10. Streets and Sidewalks. For each of the following, please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



Very Dissatisfied

Don't Know

01. City maintenance and repair services for major city streets 5 4 3 2 1 9

02. City maintenance and repair services for streets in your neighborhood 5 4 3 2 1 9

03. Snow removal on major city streets 5 4 3 2 1 9

04. Snow removal on neighborhood streets 5 4 3 2 1 9

05. City street cleaning services 5 4 3 2 1 9

06. Condition of sidewalks adjacent to city streets 5 4 3 2 1 9

07. Availability of sidewalks in the city 5 4 3 2 1 9

08. Condition of pavement markings 5 4 3 2 1 9

09. Mowing/trimming of public areas along city streets 5 4 3 2 1 9

10. Traffic roundabouts located throughout Columbia 5 4 3 2 1 9


11. Which THREE of the street and sidewalk services listed in Question 10 on the previous page do you think are the MOST IMPORTANT services for the city to provide? [Write-in your answers below using the numbers from the list in Question 10.]

1st: ____ 2nd: ____ 3rd: ____

12. Code Enforcement and Neighborhood Services. For each of the following, please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".

How satisfied are you with city efforts to enforce... Very Satisfied Satisfied Neutral Dissatisfied Very


1. Maintenance of residential property 5 4 3 2 1 9

2. Enforcement of residential building codes 5 4 3 2 1 9

3. Maintenance of business property 5 4 3 2 1 9

4. Enforcement of business building codes 5 4 3 2 1 9

5. Parking on neighborhood streets 5 4 3 2 1 9

6. Clean-up of trash and litter 5 4 3 2 1 9

13. Which THREE of the code enforcement items listed in Question 12 do you think are the MOST IMPORTANT services for the city to provide? [Write-in your answers below using the numbers from the list in Question 12.] 1st: ____ 2nd: ____ 3rd: ____

14. City Government. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with the following statements about Columbia's city government.

Strongly Agree

Agree Neutral Disagree Strongly Disagree

Don't Know

1. Columbia city government is democratic and representative 5 4 3 2 1 9

2. Columbia city government is transparent 5 4 3 2 1 9

3. Columbia city government is efficient 5 4 3 2 1 9

4. Columbia city government is innovative 5 4 3 2 1 9

5. Columbia city government values diversity 5 4 3 2 1 9

6. Columbia city employees are ethical and honest 5 4 3 2 1 9

7. Columbia government leaders listen to what citizens have to say 5 4 3 2 1 9

15. Personal Well-Being. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with the following statements.

Strongly Agree


Don't Know

1. Columbia is a great place to live, work, learn and play 5 4 3 2 1 9

2. Columbia is a place where I can thrive 5 4 3 2 1 9

3. I earn a living wage that allows me to meet basic needs for housing, food, and utilities without assistance from others

5 4 3 2 1 9

4. I take advantage of water/light energy efficiency programs to manage my home energy use

5 4 3 2 1 9

5. Columbia has jobs for which I am qualified 5 4 3 2 1 9

6. Columbia has job opportunities that would allow me to advance myself in my field 5 4 3 2 1 9

7. Columbia offers opportunities to help people who want to start their own businesses 5 4 3 2 1 9

8. There are opportunities for women to go into business for themselves and be successful

5 4 3 2 1 9

9. There are opportunities for minorities to go into business for themselves and be successful

5 4 3 2 1 9

16. Health Care Access. When you are sick or need advice about your health, where do you usually go? [Check all that apply.] ____(1) A doctor's office ____(2) An urgent care center

____(3) A hospital emergency room ____(4) No usual place

____(5) Other: ________________


17. Was there a time in the past 12 months when you needed medical care, but could not get it? ____(1) Yes [Answer Q17a.] ____(2) No

17a. What was the main reason you could not get medical care? [Check only one.] ____(1) Cost/No insurance ____(2) Office wasn't open when I could get there ____(3) Too long a wait in the waiting room ____(4) No transportation

____(5) Distance from medical provider ____(6) Too long a wait for an appointment ____(7) No childcare ____(8) Medical provider did not speak my language

18. Was there any time in the past 12 months when you were not able to meet your basic needs, such as paying for food, housing, or utilities? ____(1) Yes ____(2) No

19. During the past month, how many times on average did you engage in physical activities or exercise each week? ____(1) 0 times ____(2) 1 or 2 times ____(3) 3 or more times

20. During the past month, how many times per day (on average) did you eat fruit and/or vegetables? ____(1) Four or more times/day ____(2) Less than five or more times/day

____(3) Never ____(9) Don't know

21. Neighborhood Problems. Please indicate the extent to which you think each of the following is a problem in your neighborhood by circling the corresponding number below.

Neighborhood Problems Major

Problem Moderate Problem

Minor Problem

Not a Problem Don't Know

01. Crime, drugs, or violence 4 3 2 1 9

02. Unemployment 4 3 2 1 9

03. Homelessness 4 3 2 1 9

04. Public schools not providing quality education 4 3 2 1 9

05. Lack of cultural activities 4 3 2 1 9

06. Lack of recreational activities 4 3 2 1 9

07. Lack of affordable, quality child care 4 3 2 1 9

08. Abandoned or run-down buildings 4 3 2 1 9

09. Unsupervised children or teenagers 4 3 2 1 9

10. Speeding on neighborhood streets 4 3 2 1 9

11. Lack of affordable housing 4 3 2 1 9

12. Tension between racial/ethnic groups 4 3 2 1 9

13. Lack of good places to shop for food or other items 4 3 2 1 9

14. Roaming/loose animals 4 3 2 1 9

15. Flooding 4 3 2 1 9

16. Overgrown lots 4 3 2 1 9

17. Graffiti 4 3 2 1 9

18. Abandoned cars or vehicles 4 3 2 1 9

22. Which ONE of the following best describes your relationship with your neighbors? ____(1) I have a close relationship with many of my neighbors ____(2) I have a close relationship with a few my neighbors ____(3) I know several of my neighbors but I am not very close

with any of them

____(4) I know a few people in my neighborhood but I am not very close with any of them

____(5) I don't know anyone in my neighborhood

23. Which ONE of the following best describes how people in your neighborhood interact with one other? ____(1) They often help one another and have many

social activities together ____(2) They often help one another but do not have

many social activities together

____(3) They occasionally help one another but generally keep to themselves

____(4) They almost always keep to themselves ____(9) Don't know


24. Neighborhoods. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



Very Dissatisfied

Don't Know

1. Condition of housing 5 4 3 2 1 9

2. Condition of streets (smoothness, absence of cracks/potholes) 5 4 3 2 1 9

3. Availability of sidewalks 5 4 3 2 1 9

4. Neighborhood parks 5 4 3 2 1 9

5. Overall appearance of your neighborhood 5 4 3 2 1 9

6. Overall quality of city services in your neighborhood 5 4 3 2 1 9

25. Customer Service. Have you contacted the city with a question, problem, or complaint during the past year? ____(1) Yes [Answer Q25a-d.] ____(2) No [Skip to Q26.]

25a. How did you contact the city MOST RECENTLY? ____(1) Telephone ____(2) Website ____(3) Walk-in ____(4) Through City Council member or Mayor

25b. For which service did you contact the city MOST RECENTLY? ____(01) Police ____(02) Fire ____(03) Water ____(04) Sewer ____(05) Stormwater ____(06) Parks and Recreation ____(07) Code enforcement

____(08) Public health ____(09) Streets ____(10) Sidewalks ____(11) Electric service ____(12) Public transportation ____(13) Planning and Zoning ____(14) Monthly utility billing

____(15) Solid waste (trash, recycling, yard waste)

____(16) Human resources ____(17) Airport ____(18) Energy efficiency ____(19) Other: ___________________

25c. Why did you contact the city about this service? [Check all that apply.] ____(1) Request service ____(2) Get information ____(3) Report a problem ____(4) Discuss a billing problem

____(5) Request emergency assistance ____(6) Request non-emergency assistance ____(7) Comply with city requirements ____(8) Other: _____________________________________________

25d. Please indicate your level of agreement with the following statements about the quality of service you received from city employees the last time you contacted the city, as indicated in Question 25b and 25c, by circling the corresponding number below.

Behavior of Employees Strongly Agree


Don't Know

1. The hours city employees were available met my needs 5 4 3 2 1 9

2. I knew who to contact for my needs 5 4 3 2 1 9

3. It was easy to reach the right person at the city 5 4 3 2 1 9

4. City employees who helped me were courteous and polite 5 4 3 2 1 9

5. City employees did what they said they would do in a timely manner 5 4 3 2 1 9

6. City employees gave prompt, accurate and complete answers to your questions 5 4 3 2 1 9

7. City employees were knowledgeable 5 4 3 2 1 9

8. Overall, I was satisfied with the quality of customer service provided by the city 5 4 3 2 1 9

26. Overall, how do you rate the service provided by the city's Utility Billing Office? ____(5) Excellent ____(4) Good

____(3) Average ____(2) Poor

____(1) Very Poor ____(9) Don't Know


27. How would you like to receive information about city issues, services, and events? [Check all that apply.] ____(01) The city newsletter that

comes with utility bill ____(02) Local newspaper ____(03) Television news ____(04) City cable channel ____(05) City website

____(06) Radio ____(07) Friends/neighbors ____(08) Neighborhood/Homeowners

associations ____(09) Facebook ____(10) Twitter

____(11) YouTube ____(12) Pinterest ____(13) Google+ ____(14) Other: ___________________

28. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with the following statements.

Strongly Agree


Don't Know

1. City government is a trusted source of information about programs and services 5 4 3 2 1 9

2. It is easy to get the information I need from city government 5 4 3 2 1 9

3. Information is communicated clearly, accurately and in a form that meets my needs 5 4 3 2 1 9

4. The city's cable television channel provides information that is useful to me 5 4 3 2 1 9

5. The city's website provides information that is useful to me 5 4 3 2 1 9

6. The city newsletter provides information that is useful to me 5 4 3 2 1 9

7. The city's use of social media provides information that is useful to me 5 4 3 2 1 9

8. There are enough mobile apps to provide the city information I need or conduct business with the city

5 4 3 2 1 9

29. Utilities. Please indicate if your household uses the following services provided by the City of Columbia. If "Yes", please rate your overall satisfaction with that service on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".

Service Do you use this

service?

Very Satisfied

Satisfied Neutral Dissatisfied Very


1. Residential trash collection service Yes No 5 4 3 2 1 9

2. Curbside recycling (blue bags) Yes No 5 4 3 2 1 9

3. Drop-off recycling Yes No 5 4 3 2 1 9

4. City electric service Yes No 5 4 3 2 1 9

5. City water service Yes No 5 4 3 2 1 9

6. City sewer service Yes No 5 4 3 2 1 9

30. Please indicate if you have done any of the following during the past year in the City of Columbia.

01. Used police services? Yes No

02. Been a victim of any crime? Yes No

03. Used fire or emergency medical services? Yes No

04. Visited a community recreation center? Yes No

05. Visited a city park? Yes No

06. Used public transportation/bus? Yes No

07. Attended or watched any city meetings? Yes No

08. Used the Columbia Airport? Yes No

09. Used public health services provided by the city? Yes No

10. Applied for a building permit from the city? Yes No

31. How supportive are you of continuing to use funds to acquire land to preserve open space and protect the environment? ____(5) Very Supportive ____(4) Somewhat Supportive

____(3) Neutral ____(2) Not Supportive

____(1) Not Supportive at All ____(9) Don't Know


32. The City of Columbia currently has 169 police officers and 130 firefighters. How likely would you be to support a new permanent property tax to fund 30 additional police officers and 15 additional firefighters if the new tax cost the owner of a $200,000 home approximately $10 more per month? ____(5) Very Likely ____(4) Somewhat Likely

____(3) Neutral ____(2) Not Likely

____(1) Not at All Likely ____(9) Don't Know

33. Are you registered to vote in the City of Columbia? ____(1) Yes ____(2) No

34. Approximately how many years have you lived at your current address? ______ years

35. Are you a student in a college or university? ____(1) Yes ____(2) No

36. Do you own or rent your current residence? ____(1) Own ____(2) Rent

37. What is your age? ______ years

38. How many people live in your household? ______ people

39. How many people in your household are employed? ______ people

40. Which of the following best describes your employment status? ____(1) Employed full time [Answer Q40a-b.] ____(2) Employed part time [Answer Q40a-b.] ____(3) Not employed, looking for work [Skip to Q41.]

____(4) Not employed, NOT looking for work [Skip to Q41.] ____(5) Retired [Skip to Q41.] ____(6) Disabled, not able to work [Skip to Q41.]

40a. How many paying jobs do you have? ______ jobs

40b. Do you work inside or outside the city limits of Columbia? ____(1) Inside ____(2) Outside ____(3) Both ____(9) Don't know

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 or more

42. Which of the following best describes your race/ethnicity? ____(1) Hispanic ____(2) White/Caucasian ____(3) African American/Black

____(4) Asian/Pacific Islander ____(5) Native American/Eskimo ____(6) Mixed Race

____(7) Other: ___________________

43. What is your gender identity? ____(1) Male ____(2) Female ____(3) Other

If you have any additional comments, please write them on a separate piece of paper and return them with your completed survey. You may also complete the survey and provide comments on-line at www.ColumbiaGov.org.

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

Individual responses to the survey will remain confidential. The information printed to the right will ONLY be used by the City to understand differences in the experience based on geography. If your address is not correct, please provide the correct information. Thank you.

Documents

2017 City of Columbia DirectionFinder® Survey · residents were satisfied with local economic conditions, and 51% were satisfied with the overall feeling of safety in the City. Overall