Community Satisfaction Survey Online Results
Statistical analysis specifically targeting the 132 respondents who used the online open link survey.
Community Satisfaction Survey Online Results
March 26, 2019
Prepared by: NRG Research Group Suite 1380-1100 Melville Street Vancouver, BC V6E 4A6
Tim Chan, Vice President Cam Mathewson, Senior Research Consultant
Methodology
Methodology – Data Collection
Three Modes of Data Collection for the Community Satisfaction Survey
- The study was primarily conducted via telephone interviewing, using phone numbers geocoded to the Town of View Royal. The telephone results are provided under separate cover.
- If respondent was unable or unwilling to participate when reached by phone, they were also given the opportunity to participate through an online survey. The interviewer would collect the respondent’s email address and a personalized link would be emailed to the respondent within the next few business days.
- The study was also offered via an open link online survey (with a link on the Town of View Royal’s website) in parallel with the telephone survey.
Reporting Notes
- Results from the open link (mode 3) are presented in this report. These results should be considered directional as they were not collected via random sampling.
- Results from modes 1 and 2 (collected via random sample) were shared with the Town of View Royal under separate cover.
Details of Data Collection
- The open link was activated February 11, the same day as the telephone survey was launched, and kept active until the end of the survey period on February 26.
- A total of 132 respondents are included in these results.
- Potential participants were ineligible for the study if they did not reside in the Town of View Royal.
Methodology – Respondent Profiles
Demographics
- Respondents are more likely to be women (54%) than men (34%), with 12% choosing not to identify their gender.
- 42% are aged 55 or older; 41% are aged 35-54; and 4% are under the age of 35.
- The length of time residents have lived in the Town of View Royal is fairly equally distributed:
- 36% have lived in the Town for less than ten years
- 28% have lived in the Town for ten to less than twenty years
- 29% have lived in the Town for more than twenty years
- Nearly all (93%) are homeowners; only 4% rent their current home.
- Most share their home with other household members:
- 46% of households have three or more members
- 40% have two members
- 35% of households include children under 18
Demographics (continued)
- Most are currently employed:
- 56% are employed, 51% are full-time employed (including self-employment)
- 33% are retired
- Most are college or university-educated:
- 34% completed a post-secondary degree or diploma
- 29% have a post-graduate education
- 17% attended but did not complete post-secondary studies
Results: Issues Agenda and Current Service Levels
Q1a. In your view, as a resident of the Town of View Royal, what is the most important issue facing your community? (First Mention)
| Issue | Percentage |
|---|---|
| Traffic Congestion/Traffic Flow/Safety | 30% |
| Community planning, development and zoning/Density | 14% |
| Transportation infrastructure/ Maintenance of roads/streets/sidewalks | 12% |
| Climate change and the environment | 8% |
| Taxes | 6% |
| Public Transit (Buses, LRT, Trains, Use E&N rail line) | 5% |
| Community events, facilities/town square/services for families/seniors | 4% |
| Police/Fire/Public safety/Crime/Bylaw enforcement | 3% |
| Affordable housing | 2% |
| Keep green space, trees and parks & keeping our character, quality of life | 2% |
| Government spending | 2% |
Q1a/b. In your view, as a resident of the Town of View Royal, what is the most important issue facing your community? Are there any other important local issues? (All Mentions)
| Issue | Percentage |
|---|---|
| Traffic Congestion/Traffic Flow/Safety | 57% |
| Transportation infrastructure/ Maintenance of roads, streets, sidewalks | 33% |
| Community planning, development and zoning/Density | 30% |
| Keep green space, trees and parks & keeping our character, quality of life | 20% |
| Public Transit (Buses, LRT, Trains, Use E&N rail line) | 14% |
| Climate change and the environment | 14% |
| Police/Fire/Public safety/Crime/Bylaw enforcement | 13% |
| Affordable housing | 11% |
| Taxes | 9% |
| Community events, facilities/town square/services for families/seniors | 8% |
| Government spending | 5% |
| School /Education issues | 1% |
Q2. How would you rate the overall quality of life in the Town of View Royal today?
- Total Good: 93%
| Rating | Percentage |
|---|---|
| Very good | 33% |
| Good | 61% |
| Poor | 5% |
| Very poor | 2% |
| Don't know | <1% |
Q3a. Why do you say the overall quality of life in the Town of View Royal is [good/very good]? Base: Those rating overall quality of life in the Town as good or very good
| Reason | Percentage |
|---|---|
| Beautiful, natural area/parks/ rural setting | 40% |
| Central location/Close to facilities/ amenities/services/routes | 35% |
| Community/neighbours | 15% |
| Access to Walking trails/Hiking/ Bike paths/Lakes | 14% |
| Good services provided by town/ Good council and Mayor | 13% |
| Safe/Low crime | 12% |
| Small town feel, Quiet/Peaceful | 11% |
| Clean/Neat, well maintained town areas | 9% |
| Low taxes/Affordable | 9% |
| Good roads/Well maintained (Snow removal, etc.) | 7% |
| Walkable neighbourhoods | 2% |
| Happy with everything/No issues | 3% |
| Clean/Neat, well maintained town areas | 9% |
| Access to Walking trails/Hiking/ Bike paths/Lakes | 9% |
| Walkable neighbourhoods | 3% |
Q4. How satisfied are you with the overall level and quality of services provided by the Town of View Royal?
- Total Satisfied: 77%
| Rating | Percentage |
|---|---|
| Very satisfied | 40% |
| Somewhat satisfied | 36% |
| Neither | 11% |
| Not very satisfied | 9% |
| Not at all satisfied | 2% |
| Don't know/Refused | 2% |
Q5. How satisfied are you with the following services…
| Service | Very satisfied | Somewhat satisfied | Neither | Not very satisfied | Not at all satisfied | Don't know/ Refused | Not Applicable | Pct. Very/ Somewhat Satisfied |
|---|---|---|---|---|---|---|---|---|
| Water services | 54% | 26% | 10% | 2% | 1% | 8% | 1% | 80% |
| Sewer services | 43% | 25% | 15% | 2% | 2% | 11% | 3% | 68% |
| Fire services | 64% | 20% | 4% | 2% | 2% | 7% | 2% | 84% |
| Parks and trails | 47% | 38% | 7% | 4% | 2% | 2% | 2% | 85% |
| Juan de Fuca Recreation Centre | 43% | 31% | 9% | 2% | 2% | 7% | 6% | 74% |
| Road maintenance | 36% | 44% | 5% | 8% | 6% | 1% | 1% | 80% |
| Police services | 37% | 30% | 14% | 7% | 2% | 8% | 3% | 67% |
| Town website | 27% | 39% | 14% | 6% | 4% | 8% | 3% | 65% |
Q6. Thinking about all the programs and services you receive from the Town of View Royal, would you say overall that you get good value or poor value for your tax dollars?
- Total Good: 78%
| Rating | Percentage |
|---|---|
| Very good value | 25% |
| Fairly good value | 53% |
| Fairly poor value | 7% |
| Very poor value | 2% |
| Don't know/Refused | 5% |
Q7. Have you personally contacted or dealt with a Town of View Royal employee within the past year?
| Response | Percentage |
|---|---|
| Yes | 71% |
| No | 27% |
Q8. How did this contact occur? (If Yes to Q7)
| Method | Percentage |
|---|---|
| In-person | 48% |
| 19% | |
| Telephone | 17% |
| Town meeting | 5% |
| Open house/public consultation | 1% |
| 1% | |
| Other | 9% |
Q9. How satisfied are you with the...
| Contact Aspect | Very satisfied | Somewhat satisfied | Neither | Not very satisfied | Not at all satisfied | Don't know/ Refused | Pct. Very/ Somewhat Satisfied |
|---|---|---|---|---|---|---|---|
| Staff’s courteousness | 71% | 12% | 5% | 5% | 6% | 1% | 83% |
| Staff’s helpfulness | 60% | 17% | 12% | 6% | 5% | -- | 77% |
| Staff’s knowledge | 54% | 24% | 10% | 5% | 5% | 2% | 79% |
| Ease of reaching staff | 52% | 26% | 10% | 7% | 5% | -- | 78% |
| Overall service you received | 55% | 22% | 7% | 9% | 6% | 1% | 78% |
| Speed and timeliness of service | 54% | 18% | 14% | 7% | 5% | 2% | 72% |
| Staff’s ability to resolve your issue | 46% | 18% | 17% | 7% | 9% | 3% | 64% |
Q10. In your opinion, do you currently receive too much, too little, or just the right amount of information from the Town of View Royal?
| Rating | Percentage |
|---|---|
| Just the right amount | 58% |
| Too little | 40% |
| Don't know/ Refused | 2% |
Q11. Thinking about your information needs, what kinds of information do you want the Town of View Royal to provide you with?
| Information Type | Percentage |
|---|---|
| Land development proposals | 83% |
| Community planning | 78% |
| Upcoming events | 73% |
| Parks and recreation programs and events | 64% |
| Financial/ Budget | 61% |
| Taxes | 57% |
| Council meetings | 54% |
Q12. If you were looking for information on the Town of View Royal, what sources would you use to find the information?
| Source | Percentage |
|---|---|
| The Town of View Royal's Website | 90% |
| Call the Town of View Royal directly or speak with staff | 56% |
| Search the Internet or Google | 34% |
| Word of mouth or family and friends | 34% |
| The local newspaper | 29% |
| Social media | 27% |
| Local radio stations | 11% |
| Town newsletter | 2% |
| Other | 2% |
Q13. Of the following options, how would you most prefer to be contacted by the Town of View Royal in the future?
| Method | Percentage |
|---|---|
| 67% | |
| 18% | |
| Telephone | 4% |
| Social media | 3% |
| Other | 8% |
Q14. How satisfied are you with your opportunities to engage with the Town of View Royal on matters regarding land use, community and strategic planning?
- Total Satisfied: 44%
| Rating | Percentage |
|---|---|
| Very satisfied | 8% |
| Somewhat satisfied | 36% |
| Neither | 20% |
| Not very satisfied | 18% |
| Not at all satisfied | 10% |
| Don't know/Refused | 8% |
Q15. Occasionally, the Town of View Royal requires the assistance of volunteers to help with community events. How satisfied are you with your opportunities to volunteer for these Town events?
- Total Satisfied: 39%
| Rating | Percentage |
|---|---|
| Very satisfied | 20% |
| Somewhat satisfied | 19% |
| Neither | 26% |
| Not very satisfied | 4% |
| Not at all satisfied | 2% |
| Don't know/Refused | 29% |
Results: Planning for the Future
Q16. Rate your agreement with each of the following statements about the Town of View Royal...
| Statement | Strongly agree | Somewhat agree | Neither agree nor disagree | Somewhat disagree | Strongly disagree | Don't know/ Refused | Pct. Strongly/ Somewhat Agree |
|---|---|---|---|---|---|---|---|
| Traffic congestion is a problem within View Royal | 80% | 15% | 4% | -- | -- | 1% | 95% |
| I can walk to a park from my home | 74% | 16% | 5% | 2% | 1% | 2% | 90% |
| I can walk or bike to access local services | 41% | 28% | 14% | 7% | 8% | 3% | 69% |
| The Town should continue to prioritize neighbourhood traffic over regional commuter traffic | 45% | 20% | 6% | 11% | 16% | 2% | 65% |
| The Town should focus on community action around climate change | 30% | 24% | 24% | 11% | 10% | 2% | 54% |
| The Town should focus on preserving heritage buildings | 24% | 29% | 29% | 11% | 5% | 3% | 53% |
| More affordable housing is needed in View Royal | 21% | 32% | 20% | 14% | 9% | 4% | 53% |
| The Town should focus on attracting more jobs to the Town | 20% | 24% | 36% | 14% | 4% | 2% | 44% |
| It is difficult to find parking in commercial areas in View Royal | 8% | 18% | 22% | 26% | 21% | 5% | 27% |
Q18. When thinking about current service levels and property taxes, which one of the following approaches would you most prefer the Town to take?
| Approach | Percentage |
|---|---|
| Increase taxes - to maintain services at current levels | 42% |
| Cut services - to maintain current tax levels | 17% |
| Cut services - to reduce taxes | 8% |
| None of these | 25% |
| Don't know/ Refused | 8% |
Q19. Beyond the Town’s current service levels, in thinking about enhanced or expanded services or future projects, which of the following options would you most support?
| Option | Percentage |
|---|---|
| Increase taxes – to maintain services at current levels as well as contribute to reserve funds for future projects | 32% |
| Increase taxes - to enhance or expand services | 13% |
| Increase taxes – to enhance or expand services as well as contribute to reserve funds for future projects | 9% |
| None of these | 38% |
| Don't know/ Refused | 8% |
Q20. In general, which of the following funding approaches would you prefer the Town of View Royal use to fund future large projects?
| Approach | Percentage |
|---|---|
| Put aside funds each year | 41% |
| Combination | 33% |
| Borrow funds | 7% |
| Raise taxes to meet immediate demand | 2% |
| Other | 15% |
| Don't know/Refused | 2% |
Q21. What services, programs or activities would you like the Town of View Royal to offer that would make the Town more liveable for you? (Open-ended question) Note: Multiple mentions permitted; only those mentioned by >=3% shown
| Requested Service/Program/Activity | Percentage |
|---|---|
| More community events/Cultural events/Foster community spirit | 8% |
| Maintain/Expand green spaces/Parks/ Trails/Walkable&Waterways access | 8% |
| Better communication/consultation with public from Mayor & Council | 8% |
| More Sports/recreation facilities | 7% |
| Reduce traffic congestion/traffic issues | 6% |
| Better public transit/shuttles/trains | 6% |
| More policing/enforce laws & bylaws (speeding/parking, etc.) | 5% |
| Better transportation infrastructure/ Maintenance of roads, more sidewalks,... | 5% |
| More facilities/programs for seniors | 5% |
| More facilities /programs for children & youth | 4% |
| Address climate change/Go green/More EV charging stations | 4% |
| More local businesses/stores/ restaurants/doctor’s offices | 3% |
| Other | 6% |
| Don't know/Refused | 40% |
Q22. And finally, do you have any further comments you’d like to add about the Town of View Royal? Please feel free to share any thoughts you may have on current services offered, as well as the future of the Town? (Open-ended question) Note: Multiple mentions permitted; only those mentioned by >=3% shown
| Comment | Percentage |
|---|---|
| Stop new developments/too many people/Preserve our quality of life | 11% |
| Reduce traffic congestion | 11% |
| Consult residents on development | 10% |
| Need better/more roads/ sidewalks/infrastructure | 8% |
| Control gov't spending/Less wages for staff/Keep taxes low | 7% |
| Offer Expanded services (amenities/public transit/etc.) | 5% |
| Better/More responsive mayor/council/staff | 5% |
| Focus more on climate change/ environment | 5% |
| Other | 6% |
| Don't know | 21% |
| Refused | 13% |
