Sandy City Citizen Survey Report. December Prepared for. Sandy City. Lighthouse Research & Development, Inc

Transcription

1 Sandy City Citizen Survey Report December 2014 Prepared for Sandy City Lighthouse Research & Development, Inc

2 Sandy City Citizen Survey Report Table of Contents Introduction 1 Executive Summary 5 Detailed Results 11 Segment Analysis 47 Appendix A: Survey Results December 2014 A1 Appendix B: Survey Results by Year A41 Appendix C: Survey Results by Area A87 Appendix D: Noticeable Major Improvements in Sandy City A115 Appendix E: Improvements Residents Hope to See in Next 5 Yrs. A125 Appendix F: Greatest Issues Facing Sandy City A139 Appendix G: Other Important Issues Facing Sandy City A149 Appendix H-N: Reasons for Dissatisfaction with Various Services Police (A159) Fire Department (A167) Public Works (A169) Public Utilities (A175) Community Events (A179) Parks & Rec. (A181) City Employees (A185) A159 Appendix O: Reasons for Disagreeing with Statements about Sandy A187 Appendix P: Greatest Concerns in Neighborhood A195 Reasons for Satisfaction or Dissatisfaction with Appendix Q: Response After Contacting a Sandy City Department A207 Appendix R: Resident Definitions of Quality of Life A213 Appendix S: Aspects Residents Love About Living in Sandy A225 Appendix T: Additional Comments, Questions, Suggestions A237 Appendix U: Other Responses A247

3 Introduction Lighthouse Research & Development, Inc. was contracted by Sandy City to conduct a telephone and online survey with citizens of the city. Lighthouse Research & Development, Inc. gathered information from residents regarding their satisfaction and perceptions of Sandy City management and maintenance. Project Objectives Specific objectives for each section of the report are outlined below. Identify areas in Sandy in which respondents reside Gather perceptions regarding Sandy City s progress over the last five years Identify perceived major improvements occurring in Sandy City Identify areas in which respondents would like to see improvements in Sandy City Identify issues facing Sandy City residents Determine citizen satisfaction in regard to the following areas: o Police Department o Fire Department o Public Works Department o Public Utilities Department o Community Events o Parks and Recreation o City Employees Gather overall impressions of Sandy City Identify concerns facing Sandy City residents Identify information sources residents rely on to learn information about Sandy City Determine whether residents have contacted Sandy City in the last year to seek service, find information, or file a complaint o Identify the departments respondents contacted o Gauge satisfaction with the City s response Define quality of life in relation to living in Sandy City Identify aspects respondents love about Sandy City Gather demographic information, including gender, age, education, household size, length of residency, and annual household income Lighthouse Research & Development, Inc. December

4 Project Overview The research project consisted of a telephone survey to gather information from Sandy City residents. The scope of work for the research project included the following: Project consultation with Sandy City personnel Programming of the telephone survey instrument Completion of 413 interviews, 196 of which were collected online and 217 of which were collected via telephone Analysis of the data, including: percentages of results, cross-tabulations, and coding of open-ended responses A written report describing the results of the survey including research methodology, an executive summary, and a detailed description of the results Research Methodology The research methods used to complete the project are outlined in detail below. Sampling Procedures Sandy City residents were invited, via mailed postcard, to complete an online survey for Sandy City. For respondents who completed the survey via telephone, a random sample of Sandy residents was obtained by Lighthouse Research and used for data collection. Prior to data collection, the sample was randomized, using the WinCati program. Data Collection Lighthouse Research completed 413 interviews with survey respondents, ensuring a statistical confidence rate of 95% with a ±4.81% margin of error. All telephone data collection was conducted by an experienced team of telephone interviewers at the Lighthouse Research interviewing facility located in Riverton, Utah. All field staff members were thoroughly briefed and trained on the survey before proceeding with data collection. Calling hours for the survey were between 9:00 a.m. and 9:00 p.m. on weekdays, and between 9:00 a.m. and 4:00 p.m. on Saturdays. The survey was programmed first in an online survey format and then in a Computer-Assisted Telephone Interviewing (CATI) format. Using the CATI system, survey responses were directly entered into the database by the interviewer as the interview was in progress. Interviews were automatically given a numeric code upon entry into the system to assist in the data analysis. All data collection for this survey was completed between December 3, 2014 and December 30, Lighthouse Research & Development, Inc. December 2014

5 Data Analysis The data analysis provides the following statistics upon which the written interpretative report is based: The frequency and valid percent of responses to each of the survey questions Responses to open-ended questions, coded for all occurrences of five or more mentions Cross-tabular analysis to compare the significant differences in responses based upon demographic characteristics Segment analysis to examine the differences in responding in the 2014 survey data compared to data from previous years Organization of the Report The remainder of the report is organized under the following areas: Executive Summary Detailed Results Segment Analysis Appendices The Executive Summary provides an overview of the key findings of the survey results. The Detailed Results section includes charts and a written description of the results for that topic. The Detailed Results section includes average means and medians that exclude those respondents who selected don t know and wouldn t say. The Detailed Results also compares results of the 2014 survey to survey results from previous years. The Segment Analysis section contains the results of the cross-tabular analysis and indicates significant differences in responding among respondents. The Appendices section of the report provides a copy of the survey questionnaire with frequencies of responses. The responses given by participants that were placed in the other category when the response did not fit any of the options for that question are reported in the Appendices. The following report represents the latter deliverable for this contract and is presented respectfully to the project sponsors. Lighthouse Research & Development, Inc. December

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7 Executive Summary Detailed Results Summary Perceptions of Sandy City Improvements 45% of respondents indicated that Sandy City is about the same as it was five years ago, though 28% indicated it is somewhat better than it was five years ago. When asked to identify a major improvement occurring in Sandy City over the past two to three years, respondents most frequently mentioned road improvements and streets (14%). When asked to identify the one major improvement they would like to see in the next five years, respondents most frequently mentioned that they would like more or better recreation (8%). Important Issues Facing Sandy City 12% of respondents consider growth or increased population to be the most important issue facing Sandy City today. When asked about other important issues facing Sandy City, respondents most frequently mentioned traffic (6%), crime (6%), taxes (4%), and open space, parks, recreation (4%). Satisfaction with Sandy City Services When rating their satisfaction with the police department, respondents gave highest average mean rating to police response time. When rating their satisfaction with the fire department, respondents gave the highest average mean rating to emergency medical services. 27% of respondents have called 911 or non-emergency dispatch in the last twelve months. On average, respondents gave a rating of 4.37 on the one-to-five rating scale to describe their satisfaction with dispatch services. When rating their satisfaction with public works, respondents gave the highest average mean rating to garbage and recycling collection. When rating their satisfaction with public utilities in Sandy, respondents gave the highest average mean rating to culinary water services. Lighthouse Research & Development, Inc. December

8 When rating their satisfaction with Sandy City community events, respondents gave the highest average mean rating to Sandy Amphitheater. When rating their satisfaction with Sandy City recreation programs, respondents gave the highest average mean rating to appearance of city parks. When rating their satisfaction with city employees, respondents gave courtesy of city employees an average mean rating of 4.20 on the one-to-five scale and overall work performance an average mean rating of Satisfaction with Living in Sandy City When rating their level of agreement to various statements about Sandy City, respondents tended to agree most with the statement, Sandy is a good place to live and least with the statement, I know to inform the city about the way I feel on important issues. Resident Concerns with Sandy City Neighborhoods Respondents most frequently mentioned crime and speeding as the biggest concerns they have for their neighborhoods. Effectiveness of and Satisfaction with Communication When asked to identify the sources they rely on most to receive information about Sandy City, respondents most frequently mentioned the city newsletter mailed with the Sandy Journal. Overall, 35% of respondents have contacted Sandy City in the last year to seek service, find information, or file a complaint. Of these, 57% of indicated that they were very satisfied with the city s response, and 22% indicated they were somewhat satisfied with the city s response. Overall, satisfied respondents most frequently contacted police, and animal control, while dissatisfied respondents most frequently contacted city hall or the mayor s office or yard / house cleanup / code enforcement. Conclusion Respondents overwhelmingly defined quality of life as one that includes safety. When asked what they love most about living in Sandy, respondents most frequently mentioned its convenience, easy access and central location. When offering concluding thoughts, 13% of respondents commented, Keep up the good work. Most other responses gave varying comments on how to better Sandy City. 6 Lighthouse Research & Development, Inc. December 2014

9 Respondent Demographics 52% of respondents completed the survey via telephone; 48% completed the survey online. 40% of respondents reside in northwest Sandy; 29% reside in Alta Canyon; 17% reside in Bell Canyon; 14% reside in Crescent, southwest Sandy. 51% of respondents were men, while 49% of respondents were women. 21% of respondents were between the ages of 45 and 54, while 19% were each between age 35 and 44 or 55 to % of respondents reported having a bachelor s degree; 21% each reported some college / technical school or having a post-graduate education. 42% of respondents have lived in Sandy for 21 years or more; 21% have lived in Sandy for 11 to 20 years. 89% of respondents own their homes, while 9% rent. On average, respondents reported having three people living in their homes. 54% of respondents who reported having two or more individuals reside in their homes said they have children living in their household. Lighthouse Research & Development, Inc. December

10 Segment Analysis Summary The following charts, tables, and paragraphs summarize the key findings from the statistical analysis of survey data. For more detailed information, please see the Segment Analysis portion of the report. Analysis by Year On average, respondent in 2014 gave a higher rating than respondents in 2012 to the following in Sandy City: Police Traffic Enforcement Adult Recreation Programs In contrast, respondent in 2014 gave a lower rating than respondents in 2012 to the following in Sandy City: Appearance of City Parks Lower Agreement with: o I know how to inform the city about the way I feel on important issues. o I take pride in telling others that I live in Sandy. 43% of respondents in 2012 have contacted Sandy City in the last year to seek service, find information, or file a complaint, compared to only 35% of respondents in Analysis by Gender On average, women gave higher satisfaction ratings than men to the following Sandy City services: Police Traffic Enforcement Street Lighting Sandy City Community Events o Sandy Amphitheater o Sandy Fourth of July Celebration o Sandy Balloon Festival o Deck the Hall Christmas Lighting Ceremony Sandy City Recreation Programs and Park Facilities o Senior Citizen Programs o Beautification and Landscaping on City Roadways o Adult Recreation Programs 8 Lighthouse Research & Development, Inc. December 2014

11 Analysis by Age It is interesting that the lowest average ratings given to Sandy City and its services were by respondents ages 45 to 54. That age group gave lower ratings than respondents of younger and older ratings to the following services. Animal Control Services Police Crime Prevention Police Traffic Enforcement Fire Services Respondents ages 45 to 54 also agreed less with the following statements about Sandy City than younger and older respondents. Sandy is a good place to live. Overall, I feel safe living in Sandy and my neighborhood. I take pride in telling others that I live in Sandy. Analysis by Area Sandy Alta Canyon Crescent Bell Canyon On average, Crescent, Alta Canyon, and Bell Canyon residents agreed more with the statement Overall, I feel safe living in Sandy and my neighborhood than did residents in the Sandy quadrant. In general, Alta Canyon residents (73%) were more likely than Sandy residents (52%) to say they get their information about Sandy City from 3 or more sources. 41% of Alta Canyon residents listed the newspaper as one of their top 3 sources of information about Sandy City, compared to only 17% of Sandy residents. Lighthouse Research & Development, Inc. December

12 Analysis of Communication Sources The following significant differences were found with regards to which sources men and women use to get information about Sandy City. Women were more likely than men to get information through the city website (32% vs 20%) or through word of mouth (11% vs 4%) Men were more likely than women to get information through television (26% vs 16%) or through the newspaper (34% vs 21%) The following significant differences were found with regards to which sources respondents of various ages use to get information about Sandy City. In general, older respondents were more likely than younger respondents to use multiple communication sources to receive information about Sandy City. See the table below for more detailed information. Communication Sources Respondents Use to Receive Information about Sandy City Compared by Age Percentages reflect the combined 1 st, 2 nd, & 3 rd mentions. Statistically higher percentages are highlighted in blue * City Newsletter Mailed with Sandy Journal 60% 69% 72% 79% 80% from the City 25% 22% 15% 8% 9% * City Website 27% 35% 33% 21% 10% * Television (major LOCAL networks) 8% 10% 24% 28% 41% * Newspaper (Deseret News, Salt Lake Tribune) 11% 9% 25% 45% 58% * Insert in Water or Other Municipal Bill 6% 7% 7% 30% 17% Social Media 13% 8% 0% 0% 1% * Sandy Journal 12% 23% 28% 40% 36% 10 Lighthouse Research & Development, Inc. December 2014

13 Detailed Results Included in the detailed results section of this report is the statistical analysis comparing survey results from 2012 to the survey results from Any statistically significant differences are indicated below their respective chart or table. Overall, 52% of respondents completed the survey via telephone, while 48% of respondents completed the survey online. See Figure 1. Figure 1 Data Collection Method Telephone 52% 55% Online 45% 48% 0% 10% 20% 30% 40% 50% 60% Lighthouse Research & Development, Inc. December

14 As Figure 2 illustrates, 40% of respondents reside in northwest Sandy, while 29% reside in Alta Canyon, and 17% reside in Bell Canyon. Fourteen percent of respondents reported residing in Crescent, southwest Sandy. Figure 2 In which area of Sandy do you reside? Alta Canyon (NE) 29% 34% Sandy (NW) 29% 40% Crescent (SW) 14% 21% Bell Canyon (SE) 17% 17% 0% 10% 20% 30% 40% 50% Respondent in 2014 were more likely than respondents in 2012 to be from the Sandy quadrant. In contrast, respondents in 2012 were more likely than respondents in 2014 to be from the Crescent quadrant. 12 Lighthouse Research & Development, Inc. December 2014

15 Perceptions of Sandy City Improvements As Figure 3 illustrates, 45% of respondents indicated Sandy City is about the same as it was five years ago; however, 28% of respondents indicated Sandy City is somewhat better than it was five years ago. Figure 3 How would you rate Sandy City today compared to five years ago? Much Better 8% 9% Somewhat Better 28% 33% About the Same 45% 48% Somewhat Worse Much Worse Don t Know / Haven t Been Here that Long 6% 5% 0% 2% 5% 11% 0% 10% 20% 30% 40% 50% Respondents in 2014 were also more likely than respondents in 2012 to say they don t know / haven t been here that long. This is likely due to the fact that a larger percentage of younger respondents were sampled in 2014 in order to more closely match actual population proportions in Sandy. Lighthouse Research & Development, Inc. December

16 When asked to identify a major improvement occurring in Sandy City over the past two to three years, respondents most frequently mentioned road improvements and streets (14%). Respondents mentioned shopping and business growth (9%) second most frequently, and improvements to 1300 East (7%) and development (7%) third in frequency. For details, please see Figure 4. For a categorized list of verbatim responses to this open-ended question, please see Appendix D. Figure 4 What is a major improvement, if any, that you have seen occur in Sandy City over the past two to three years? Top Mentions Road Improvement / Streets 14% Shopping/ Business Growth 9% 1300 East Improvement Development / Building Homes and Schools / Construction 6% 7% Cleaner City / Beautification/ Landscaping 3% Parks / More Parks/ Recreation 2% Trax / Light Rail 2% South Improvements 2% Improved Infrastructure 2% Stop Lights/ Traffic Signals 2% None / No Change / No Improvements 22% Miscellaneous 6% Don't Know 13% 0% 5% 10% 15% 20% 25% 14 Lighthouse Research & Development, Inc. December 2014

17 When asked to identify the one major improvement they would like to see in the next five years, respondents most frequently mentioned they would like more or better recreation (8%). When mentioning improvements they hope to see, respondents mentioned better traffic control (7%) and more businesses (6%) second and third, respectively. Please see Figure 5. For a categorized list of verbatim responses to this open-ended question, please see Appendix E. Figure 5 What is the one major improvement that you would like to see in the next 5 years that would make living in Sandy City better for you? Top Mentions Recreation/ Pool/ Parks/ Open Space 8% Better Traffic Control More Business/ Grocery Stores Finish Roads/ No More Road Construction Bike/ Running/ Walking Paths Road Improvement More Recycling / Glass Recycling / Sanitation General Better Police Protection/ More Police Lower Taxes, Costs 7% 6% 5% 4% 4% 4% 4% 4% Beautification/ Clean Up City Empty Retail Spaces/ Vacancy Enforce Ordinances Transportation/ TRAX/ Buses/ UTA More Arts/ Cultural Events Less Building/ Stop Building/ Retail/ Strip Malls Nothing/ It Is Good Now Miscellaneous Don't Know 2% 2% 2% 2% 2% 2% 3% 11% 11% 0% 5% 10% 15% Lighthouse Research & Development, Inc. December

18 Important Issues Facing Sandy City As Figure 6 illustrates, 12% of respondents said they consider growth or increased population to be the most important issue facing Sandy City today; 7% of respondents each indicated crime or traffic are the most important issues facing Sandy City. For a categorized list of verbatim responses to this open-ended question, please see Appendix F. Figure 6 What would you consider to be the most important issue facing Sandy City today? Top Mentions Growth/ Increased Population 12% Crime/ Gangs/ Drugs Traffic/ Traffic Lights Development/ Overdevelopment/ Building Taxes/ High Taxes Maintaining Yards and Neighborhoods Public Safety Schools/ Education Budget Issues/ Finance Community Feel Infrastructure Police/ Police Protection/ Law Enforcement Miscellaneous 7% 7% 5% 5% 4% 4% 4% 2% 2% 2% 2% 7% Don't Know/ Nothing 25% 0% 10% 20% 30% 16 Lighthouse Research & Development, Inc. December 2014

19 When asked about other important issues facing Sandy City, respondents most frequently mentioned traffic (6%), crime (6%), taxes (4%), and open space, parks, recreation (4%). See Figure 7 for details. For a categorized list of verbatim responses to this open-ended question, please see Appendix G. Figure 7 What other important issues are facing Sandy? Top Mentions Traffic/ Traffic Lights Crime/ Gangs/ Drugs Taxes/ High Taxes Open Space, Parks, Recreation Growth/ Increased Population Roads/ Road Improvement Water Rights/ Issues Police/ Police Protection/ Law Enforcement Schools/ Education Maintaining Yards and Neighborhoods Public Safety We Need More Businesses/ Tax Base Miscellaneous 6% 6% 4% 4% 3% 3% 3% 2% 2% 2% 2% 2% 8% Don't Know/ Nothing 42% 0% 10% 20% 30% 40% 50% Lighthouse Research & Development, Inc. December

20 Satisfaction with Sandy City Services Police Department When rating their satisfaction with the police department, respondents gave highest average mean rating to police response time (3.99 average mean) and the second highest rating to police crime prevention (3.81). Please see Figure 8 for further details. Figure 8 Please rate the following Sandy services using a one-tofive scale, with one meaning "very dissatisfied" and five meaning "very satisfied." Significant Differences Marked by an Asterisk (*) Police Response Time Police Crime Prevention Animal Control Services * Police Traffic Enforcement On average, respondent in 2014 (3.77 average mean) gave a higher satisfaction rating to Police Traffic Enforcement than did those in 2012 (3.57). 18 Lighthouse Research & Development, Inc. December 2014

21 Fire Department When rating their satisfaction with the fire department, respondents gave the highest average mean rating to emergency medical services (4.55 average mean) and the second highest rating to fire services (4.53). For details, please refer to Figure 9. Figure 9 Please rate the following Sandy services using a one-tofive scale, with one meaning "very dissatisfied" and five meaning "very satisfied." Emergency Medical Services Fire Services Community Emergency Preparedness, Like First Aid Classes, *CERT, and School Programs Lighthouse Research & Development, Inc. December

22 As Figure 10 illustrates, 27% of respondents indicated they have called 911 or non-emergency dispatch in the last twelve months. Figure 10 In the past 12 months, have you called 911 or nonemergency dispatch for any reason? Yes 27% No 73% 0% 10% 20% 30% 40% 50% 60% 70% 80% 20 Lighthouse Research & Development, Inc. December 2014

23 When rating their experience with dispatch services, 59% of respondents reported being very satisfied with the service provided. On average, respondents gave a rating of 4.37 on the fivepoint rating scale to describe their satisfaction with dispatch services. Please see Figure 11. Figure 11 Please rate your experience with dispatch services. 1 = Very Dissatisfied 4% 2 3% 3 7% 4 27% 5 = Very Satisfied 59% Don t Know 1% 0% 10% 20% 30% 40% 50% 60% 70% Note: Percentages in the above chart are based on those respondents who have called 911 or non-emergency dispatch in the last twelve months. Lighthouse Research & Development, Inc. December

24 Public Works When rating their satisfaction with public works in Sandy, respondents gave the highest average mean rating to garbage and recycling collection (4.42 average mean) and the second highest rating to bulk waste curbside pick-up (4.37). For details, please refer to Figure 12. Figure 12 Please rate the following Sandy services using a one-tofive scale, with one meaning "very dissatisfied" and five meaning "very satisfied." Garbage Collection 4.52 Recycling Program 4.24 Garbage & Recycling Collection 4.42 Bulk Waste Curbside Pick Up 4.37 Snow Removal Services Surface Maintenance on City Streets Lighthouse Research & Development, Inc. December 2014

25 Public Utilities When rating their satisfaction with public utilities in Sandy, respondents gave the highest average mean rating to culinary water services (4.31 average mean) and the second highest rating to utility billing system (4.14). Street lighting (3.99) received the lowest average mean rating from participants in terms of satisfaction. For details, please refer to Figure 13. Figure 13 Please rate the following Sandy services using a one-tofive scale, with one meaning "very dissatisfied" and five meaning "very satisfied." Culinary (Drinking) Water Services Utility Billing System Storm Water Drainage Street Lighting Lighthouse Research & Development, Inc. December

26 Community Events When rating their satisfaction with Sandy City community events, respondents gave the highest average mean rating to Sandy Amphitheater (4.37 average mean) and the second highest rating to Sandy Fourth of July Celebration (4.27). For details, please refer to Figure 14. Figure 14 Please rate the following Sandy City community events using a one-to-five scale, with one meaning "very dissatisfied" and five meaning "very satisfied." Sandy Amphitheater Sandy Fourth of July Celebration Movies in the Park 4.23 Sandy Balloon Festival Deck the Hall Christmas Lighting Ceremony at City Hall Heritage Festival at Main Street Park Lighthouse Research & Development, Inc. December 2014

27 Parks and Recreation When rating their satisfaction with Sandy City recreation programs, respondents gave the highest average mean rating to appearance of city parks (4.34 average mean) and the second highest rating to senior citizen programs (4.17). For details, please refer to Figure 15. Figure 15 Thinking about the following city recreation programs and park facilities, how satisfied or dissatisfied are you with the following services? Based on a five-point rating scale Appearance of City Parks Senior Citizen Programs Youth Recreation Programs River Oaks Golf Course Adult Recreation Programs Beautification & Landscaping on City Roadways Alta Canyons Sports Center On average, respondent in 2014 (4.01 average mean) gave a higher satisfaction rating to Adult Recreation Programs than did those in 2012 (3.85). Respondents in 2012 (4.43), on average, gave a higher satisfaction rating to Appearance of City Parks than did those in 2014 (4.34). Lighthouse Research & Development, Inc. December

28 City Employees When rating their satisfaction with city employees, respondents gave courtesy of city employees an average mean rating of 4.20 on the five-point scale and overall work performance an average mean rating of Please see Figure 16. Figure 16 Please rate how satisfied or dissatisfied you are with the following in Sandy City, using a one-to-five scale, with one meaning "very dissatisfied" and five meaning "very satisfied." Courtesy of City Employees Overall Work Performance of City Employees Lighthouse Research & Development, Inc. December 2014

29 Satisfaction with Living in Sandy City Respondents were asked to rate their level of agreement to various statements about Sandy City, using a five-point rating scale where one is strongly disagree and five is strongly agree. In response, respondents tended to agree most with the statement, Sandy is a good place to live (4.44 average mean) and least with the statement, I know to inform the city about the way I feel on important issues (3.32). See Figure 17. Figure 17 Please tell me whether you agree or disagree with the following statements about Sandy, using a one-to-five scale, with one meaning "strongly disagree" and five meaning "strongly agree." Sandy is a good place to live Overall, I feel safe living in Sandy and my neighborhood I take pride in telling others that I live in Sandy Before the city makes major decisions, citizens' opinions are considered I know how to inform the city about the way I feel on important issues On average, respondents in 2012 (3.56 average mean) agreed more with the statement, I know how to inform the city about the way I feel on important issues than did respondents in 2014 (3.32). Also, respondents in 2012 (4.42), on average, agreed more with the statement, I take pride in telling others that I live in Sandy than did respondents from 2014 (4.19). Lighthouse Research & Development, Inc. December

30 Resident Concerns with Sandy City Neighborhoods As Figure 18 illustrates, respondents most frequently mentioned crime (13%) as the biggest concern they have for their neighborhood. Respondents mentioned speeding second most frequently. Please see Figure 18 for details. For a categorized list of verbatim responses to this open-ended question, please see Appendix P. Figure 18 What is the biggest concern you have for your neighborhood? Top Mentions Crime / Vandals / Theft / Break-Ins 13% Speeding Safety Taking Care of Property / Homes Traffic Street Lights People / Neighbors Animal Comments / Animal Control Law Enforcement / Police Patrol Rentals Streets / Roads Drug or Substance Abuse Growth, Overpopulation Snow Removal 6% 5% 5% 5% 4% 4% 3% 3% 3% 3% 2% 2% 2% None / No Concern 24% Miscellaneous 4% Don't Know 2% 0% 5% 10% 15% 20% 25% 30% 28 Lighthouse Research & Development, Inc. December 2014

31 Effectiveness of and Satisfaction with Communication When asked to identify the sources they rely on most to receive information about Sandy City, nearly three-quarters of respondents mentioned the city newsletter mailed with the Sandy Journal. Just over one-quarter of respondents mentioned either the city website, the newspaper, or the Sandy Journal. See Table 1 below for details. TABLE 1 What are the sources you use the MOST to receive information about Sandy City? First Second Third Overall City Newsletter Mailed with Sandy Journal 49% 17% 6% 71% from the City 7% 5% 5% 16% City Website 8% 13% 6% 26% SandyNow.com 2% 4% 4% 8% Television (Major Local Networks) 5% 7% 12% 21% Newspaper (Deseret News, Salt Lake Tribune) 7% 13% 10% 27% Insert in the Water / Other Municipal Bill 3% 5% 6% 13% Social Media (Twitter, Facebook, etc.) 1% 2% 2% 5% Sandy Journal 10% 9% 9% 27% Mail, In General 4% 1% 0% 5% Telephone 1% 2% 4% 6% Word of Mouth 0% 2% 6% 7% Other 3% 5% 5% 13% None 1% 16% 25% *1% * Only the first mention of none was included in the overall percentages. Lighthouse Research & Development, Inc. December

32 Overall, 35% of respondents have contacted Sandy City in the last year to seek service, find information, or file a complaint. These respondents, on average, most frequently reported contacting animal control (11%), police (10%), and yard / house cleanup / code enforcement (10%). Please see Figure 19 for details. Figure 19 Which department did you contact? Top Mentions Significant Differences Marked by an Asterisk (*) Animal Control 8% 11% Police 10% 15% Yard / House Cleanup / Code Enforcement 4% 10% * City Hall / Mayor s Office / City Council Garbage Parks / Recreation / Golf Courses 1% 8% 9% 8% 9% 8% Street Lighting 3% 7% Water Planning / Zoning / Building Permits Streets Public Works / Utilities (in general) 7% 5% 6% 6% 6% 4% 10% 11% Other (Specify) 5% 13% Don t remember 0% 4% 0% 5% 10% 15% 20% Note: Percentages in the above chart are based on those respondents who contacted Sandy City in the last year. Respondents in 2012 (43%) were more likely than those in 2014 (35%) to have contacted Sandy City in the last year to seek service, find information, or file a complaint. Respondents in 2014 (8%) were more likely than those in 2012 (1%) to have contacted City Hall / Mayor s Office / City Council. 30 Lighthouse Research & Development, Inc. December 2014

33 When respondents who had contacted the city were asked if they were satisfied with the city s response, 57% of respondents indicated that they were very satisfied with the city s response, and 22% indicated they were somewhat satisfied with the city s response. Please see Figure 20. Figure 20 Were you generally satisfied or dissatisfied with the city's response? Very Dissatisfied 8% 10% Somewhat Dissatisfied 9% 13% Somewhat Satisfied 24% 22% Very Satisfied 57% 58% 0% 10% 20% 30% 40% 50% 60% 70% Note: Percentages in the above chart are based on those respondents who contacted Sandy City in the last year. Lighthouse Research & Development, Inc. December

34 Figure 21 illustrates which departments satisfied residents contacted in the last year. As illustrates, satisfied respondents most frequently contacted the police (14%). Figure 21 Department Contacted compared by Satisfaction Rating (Satisfied) Police Animal Control Street Lighting Water Garbage Parks / Recreation / Golf Courses Yard / House Cleanup / Code Enforcement City Hall / Mayor s Office / City Council Planning / Zoning / Building Permits Streets Public Works / Utilities (in general) Court / Traffic Court Traffic Fire Department / Paramedics Snow Removal Business Licensing Other (Specify) Don t Remember 0% 1% 1% 1% 1% 2% 1% 2% 1% 1% 3% 3% 3% 3% 5% 4% 4% 4% 5% 5% 5% 6% 7% 7% 7% 8% 9% 9% 10% 14% 12% 11% 11% 11% 11% 14% 0% 5% 10% 15% 20% Note: Percentages in the above chart are based on those respondents who contacted Sandy City in the last year. 32 Lighthouse Research & Development, Inc. December 2014

35 Figure 22 illustrates which departments dissatisfied residents contacted in the last year. As illustrates, dissatisfied respondents most frequently contacted city hall or the mayor s office (20%) or yard / house cleanup / code enforcement (20%), indicating that these are the areas in which respondents were least satisfied with the city s response. Figure 22 Department Contacted compared by Satisfaction Rating (Dissatisfied) City Hall / Mayor s Office / City Council Yard / House Cleanup / Code Enforcement Animal Control 3% 10% 13% 13% 20% 20% Parks / Recreation / Golf Courses 0% 10% Planning / Zoning / Building Permits Streets 3% 10% 10% 10% Public Works / Utilities (in general) 7% 7% Garbage Police 3% 3% 3% 19% Snow Removal Storm Water Street Lighting Traffic 0% 0% 0% 0% 3% 3% 3% 3% Water 0% 13% Other (Specify) 0% 7% Don t Remember 0% 13% 0% 5% 10% 15% 20% 25% Note: Percentages in the above chart are based on those respondents who contacted Sandy City in the last year. Lighthouse Research & Development, Inc. December

36 Conclusion When asked to define quality of life in Sandy City, respondents overwhelmingly mentioned safety (43%) most frequently. Please see Figure 23 for details. For a categorized list of verbatim responses to this open-ended question, please see Appendix R. Figure 23 How would you personally define quality of life? What makes a good quality of life for you and your family? Top Mentions Safety/ No Fear of Crime/ Safe Secure Environment 43% It Is Good Now Clean/ Well Kept-Up/ Aesthetically Pleasing Good Neighbors/ Friendly/ Care For Each Other Good Activities/ Programs/ Entertainment Options Clean, Fresh Air Excellent Services/ Affordable Services Community Spirit/ Togetherness Family/ Spending Time Together/ Happy Family Good Health Miscellaneous Government Comments Parks/ Open Space to Build Parks Peace And Quiet/ Peace of Mind Miscellaneous Don't Know 8% 6% 4% 3% 2% 2% 2% 2% 2% 2% 2% 2% 7% 5% 0% 10% 20% 30% 40% 50% 34 Lighthouse Research & Development, Inc. December 2014

37 When asked what they love most about living in Sandy, respondents most frequently mentioned it s convenience, easy access and central location (22%). See Figure 24 for details. For a categorized list of verbatim responses to this open-ended question, please see Appendix S. Convenient, Easy Access, Central Location Figure 24 What is it you love about living in Sandy? Top Mentions 22% Safety, Security Mountains People, Neighbors 8% 8% 8% Familiarity, Hometown Good Place to Live Neighborhoods Cleanliness Quiet, Peaceful Good Place for to Raise Children/Family Has Everything I Need Beautiful Local Government and City Management Well-maintained Properties Don't Love Sandy City Miscellaneous Don t Know 5% 4% 4% 3% 3% 3% 3% 2% 2% 2% 4% 4% 3% 0% 5% 10% 15% 20% 25% Lighthouse Research & Development, Inc. December

38 Finally, respondents were asked to provide final suggestions, comments or questions for Sandy City management. In response, 13% of respondents commented, Keep up the good work. Most other responses gave varying comments on how to better Sandy City. For details, please see Figure 25. For a categorized list of verbatim responses to this open-ended question, please see Appendix T. Figure 25 Finally, what suggestions, comments, or questions do you have for those managing Sandy City? Top Mentions Keep Up Good Work 13% Listen To People Control Growth/ Slow Down on Building Miscellaneous Government Issues Get Information to Public/ Communicate Crime Issues More Police/ Improve/ Police Issues Work on Roads/ Keep Working on Roads Be Accountable/ Make Good Financial Decisions Traffic Problems/ Traffic Control/ Traffic Lights Enforce Zoning/ Better Zoning/ Zoning Recreation/ Parks/ More Parks/ Green-Open Space Keep Sandy Clean/ Well Kept Lower Taxes 4% 3% 3% 3% 2% 2% 2% 2% 2% 2% 2% 2% 2% Miscellaneous 8% Don't Know 40% 0% 10% 20% 30% 40% 50% 36 Lighthouse Research & Development, Inc. December 2014

39 Respondent Demographics As Figure 26 illustrates, 51% of respondents were men, while 49% of respondents were women. Figure 26 Respondents' Gender Male 50% 51% Female 50% 49% 0% 10% 20% 30% 40% 50% 60% Lighthouse Research & Development, Inc. December

40 Figure 27 illustrates the percentage of respondents within each age category. As illustrated, 21% of respondents were between the ages of 45 and 54, while 19% each reported between age 35 and 44 or between age 55 and 64. Figure 27 Into which of the following age categories do you fit? Under 18 0% 0% 18 to 24 1% 6% 25 to 34 6% 19% 35 to 44 14% 19% 45 to 54 20% 21% 55 to 64 19% 33% 65 or Older 17% 25% 0% 10% 20% 30% 40% On average, respondent in 2014 were younger than respondents in Lighthouse Research & Development, Inc. December 2014

41 When asked to identify the highest level of education they have completed, 32% of respondents reported having a bachelor s degree, while 21% each reported having some college / technical school or a post-graduate education. See Figure 28 for further details. Figure 28 What is the highest level of formal education you have completed? High School or Less 7% 7% Some College / Technical School 19% 21% Two-year College Degree (Associate s Degree) 11% 18% Bachelor s Degree 32% 35% Graduate School / Degree Beyond 4 Years of College 21% 28% 0% 10% 20% 30% 40% Respondent in 2014 were more likely than respondents in 2012 to have achieved an associate s degree and less likely to say they have done some graduate school or higher. Lighthouse Research & Development, Inc. December

42 As Figure 29 illustrates, 42% of respondents have lived in Sandy for 21 years or more; 21% have lived in Sandy for 11 to 20 years. Figure 29 How long have you lived in Sandy City? 2 Years or Less 3% 8% 3 to 5 Years 7% 14% 6 to 10 Years 12% 15% 11 to 20 Years 21% 28% 21 Years or More 42% 50% 0% 10% 20% 30% 40% 50% 60% On average, respondent in 2014 have lived in Sandy City for less amount of time than respondents in Lighthouse Research & Development, Inc. December 2014

43 As Figure 30 illustrates, 89% of respondents own their homes, while 9% rent. Figure 30 Do you own or rent your home? Own 89% 95% Rent 3% 9% Other 2% 2% 0% 20% 40% 60% 80% 100% Respondent in 2014 were more likely than respondents in 2012 to say they currently rent their home/apartment. Lighthouse Research & Development, Inc. December

44 As Figure 31 illustrates, 31% of respondents reported having two people reside in their homes. On average, respondents reported having three people living in their homes (3.40 average mean, 3.00 median). Figure 31 Including yourself, how many people, either related or non-related, live in your home? 1 Person 8% 7% 2 People 31% 41% 3 People 16% 18% 4 People 16% 20% 5 People 11% 12% 6 People 7 People 8 People More than 8 People 5% 6% 2% 4% 1% 2% 1% 0% 0% 10% 20% 30% 40% 50% Lighthouse Research & Development, Inc. December 2014

45 As Figure 32 illustrates, 54% of respondents who reported having two or more individuals reside in their homes said they have children living in their household. Figure 32 Do you have children living in your household? Yes 45% 54% No 46% 54% Don t Know 1% 0% 0% 10% 20% 30% 40% 50% 60% 70% Note: Percentages in the above chart are based on those respondents who have two or more individuals living in their homes. Respondent in 2014 were more likely than respondents in 2012 to say they have children living in their household. Lighthouse Research & Development, Inc. December

46 Figure 33 illustrates the percentage of respondents with children in each age category. Figure 33 Percentage of Respondents with Children in the Following Age Categories Under 2 years 12% 22% 2 to 3 17% 22% 4 to 5 13% 22% 6 to 7 8 to 9 19% 20% 20% 21% 10 to to to to years 18% 19% 18% 19% 21% 22% 22% 22% 21% 22% 0% 5% 10% 15% 20% 25% 30% Note: Percentages in the above chart are based on those respondents who have two or more individuals living in their homes and reported having children living in their household. In general, respondent in 2014 were more likely than respondents in 2012 to say they have children 5 years old or younger in their household. 44 Lighthouse Research & Development, Inc. December 2014

47 Figure 34 illustrates the percentage of respondents within each income category. Figure 34 What is your approximate yearly household income? Under $20,000 2% 3% $20,000 to $39,999 6% 8% $40,000 to $59,999 16% 17% $60,000 to $79,999 18% 19% $80,000 to $99,999 18% 19% $100,000 to $149,999 23% 23% $150,000 to $199,999 8% 10% $200,000 or More 5% 7% 0% 5% 10% 15% 20% 25% 30% Lighthouse Research & Development, Inc. December

48 46 Lighthouse Research & Development, Inc. December 2014

49 Segment Analysis In this section of the report, similarities and differences between segments within the survey population are examined. The following descriptions and charts present the statistically significant differences among respondents by segment. These include the following: Area Gender Age Income Education How Long Respondents Have Lived in Sandy City Number of People in the Household Whether or Not Children Reside in the Home Statistical significance is defined as a difference in value that is too large to be attributed to chance alone, thus describing the relationship that exists between the demographic variable of interest and the survey responses. Lighthouse Research & Development, Inc. December

50 Segment Analysis by Area In this portion of the analysis, respondents were segmented into four groups based on their area of residence within Sandy. See the map for quadrant definitions East Sandy Alta Canyon South Crescent Bell Canyon South On average, Crescent (4.46 average mean), Alta Canyon (4.35), and Bell Canyon (4.42) residents agreed more with the statement Overall, I feel safe living in Sandy and my neighborhood than did Sandy residents (4.07). In general, Alta Canyon residents (73%) were more likely than Sandy residents (52%) to say they get their information about Sandy City from 3 or more sources. 41% of Alta Canyon residents listed the newspaper as one of their top 3 sources of information about Sandy City, compared to only 17% of Sandy residents. 48 Lighthouse Research & Development, Inc. December 2014

51 Segment Analysis by Gender This portion of the analysis examines significant differences between male and female respondents. On average, women (3.88 average mean) gave a higher satisfaction rating to Police Traffic Enforcement than did men (3.65). On average, women (4.09 average mean) gave a higher satisfaction rating to Street Lighting than did men (3.88). When asked to rate various Sandy City community events, women gave higher satisfaction ratings than men to many of the events. Please see Segment Analysis Figure 1 for more details. Segment Analysis Figure 1 Satisfaction with Sandy City Community Events Compared by Gender Significant Differences Marked with an Asterisk (*) * Sandy Amphitheater * Sandy Fourth of July Celebration Movies in the Park * Sandy Balloon Festival * Deck the Hall Christmas Lighting Ceremony Heritage Festival at Main Street Park Male Female Lighthouse Research & Development, Inc. December

52 When asked to rate various city recreation programs and park facilities, women gave higher satisfaction ratings than men to (1) Adult Recreation Programs, (2) Beautification and Landscaping on City Roadways, and (3) Senior Citizen Programs. Please see Segment Analysis Figure 2 for more details. Segment Analysis Figure 2 Satisfaction with Sandy City Recreation Programs and Park Facilities Compared by Gender Significant Differences Marked with an Asterisk (*) Appearance of City Parks River Oaks Golf Course Youth Recreation Programs * Senior Citizen Programs Alta Canyons Sports Center * Beautification and Landscaping on City Roadways * Adult Recreation Programs Male Female The following significant differences were found with regards to which sources men and women use to get information about Sandy City. Women were more likely than men to get information through the city website (32% vs 20%) or through word of mouth (11% vs 4%) Men were more likely than women to get information through television (26% vs 16%) or through the newspaper (34% vs 21%) 50 Lighthouse Research & Development, Inc. December 2014

53 Segment Analysis by Age This portion of the analysis examines significant differences among respondents according to age: 18 to 34, 35 to 44, 45 to 54, 55 to 64, and 65 or older. In general, older respondents were more likely than younger respondents to use multiple communication sources to receive information about Sandy City. See Segment Analysis Table 1. SEGMENT ANALYSIS TABLE 1 Number of Communication Sources Respondents Use to Receive Information about Sandy City Compared by Age Statistically higher percentages are highlighted in blue. Number of Communication Sources Zero 1% 1% 2% 0% 0% One 28% 18% 15% 12% 1% Two 28% 29% 22% 13% 12% Three or More 44% 52% 60% 75% 87% When asked what communication source they use most to receive information about Sandy City, respondents ages 18 to 34 (13%), 35 to 44 (14%), and 45 to 54 (11%) were more likely to mention the City Website than were respondents ages 55 to 64 (1%) and 65 or older (0%). Overall, younger respondents were more likely than older respondents to mention the city website as one of their top 3 sources of information about Sandy City, while older respondents were more likely than younger respondents to mention the city newsletter, television, newspaper, insert in the water or other municipal bill, and the Sandy Journal. See Segment Analysis Table 2 for more details. SEGMENT ANALYSIS TABLE 2 Communication Sources Respondents Use to Receive Information about Sandy City Compared by Age Percentages reflect the combined 1 st, 2 nd, & 3 rd mentions. Statistically higher percentages are highlighted in blue * City Newsletter Mailed with Sandy Journal 60% 69% 72% 79% 80% from the City 25% 22% 15% 8% 9% * City Website 27% 35% 33% 21% 10% * Television (major LOCAL networks) 8% 10% 24% 28% 41% * Newspaper (Deseret News, Salt Lake Tribune) 11% 9% 25% 45% 58% * Insert in Water or Other Municipal Bill 6% 7% 7% 30% 17% Social Media 13% 8% 0% 0% 1% * Sandy Journal 12% 23% 28% 40% 36% Lighthouse Research & Development, Inc. December

54 When asked to rate various Police Department Services, respondents ages 45 to 64 typically gave the lowest satisfaction ratings. Please see Segment Analysis Figure 3 for more details. Segment Analysis Figure 3 Satisfaction with Police Department Services Compared by Age Significant Differences Marked with an Asterisk (*) Police Response Time * Animal Control Services * Police Crime Prevention * Police Traffic Enforcement Lighthouse Research & Development, Inc. December 2014