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INTEGRITY • INNOVATION • ACCOUNTABILITY • COMMITMENT TO EXCELLENCE • TEAMWORK 2013City CitizenOf Southlake Survey www.CityofSouthlake.com/CitizenSurvey TABLE OF CONTENTS PAGE INTRODUCTION 7 WHY SURVEY? 8 OVERVIEW OF METHODOLOGY 10 ORGANIZATION OF REPORT 10 STRATEGIC MANAGEMENT SYSTEM LINK 11 JUST THE FACTS 13 QUALITY OF LIFE 14 PERFORMANCE MANAGEMENT & SERVICE DELIVERY 15 SAFETY & SECURITY 18 MOBILITY & INFRASTRUCTURE 19 QUALITY DEVELOPMENT 20 PARTNERSHIPS AND VOLUNTEERISM 22 DEMOGRAPHICS 22 CONCLUSIONS 23 HOW WELL IS THE CITY PERFORMING IN MEETING THE NEEDS OF SOUTHLAKE RESIDENTS? 24 WHERE SHOULD THE CITY FOCUS ITS EFFORTS IN THE FUTURE? 25 IS CITY-RESIDENT COMMUNICATION A CONCERN FOR SOUTHLAKE? 25 QUALITY OF LIFE AND COMMUNITY 27 PERFORMANCE MANAGEMENT & SERVICE DELIVERY 39 IMPORTANCE OF SERVICES 43 SATISFACTION WITH SERVICES 47 SERVICE IMPORTANCE VS. SERVICE SATISFACTION: GAP ISSUES 51 OVERALL SERVICE SATISFACTION 58 COMMUNICATION 62 CUSTOMER SERVICE 68 SAFETY & SECURITY 75 MOBILITY & INFRASTRUCTURE 89 TRAFFIC CIRCULATION 98 SIDEWALK SATISFACTION 101 QUALITY DEVELOPMENT 103 PARTNERSHIPS & VOLUNTEERISM 115 DEMOGRAPHICS 123 METHODOLOGY 131 QUESTIONNAIRE DEVELOPMENT 132 DATA COLLECTION 132 2015 CITIZEN SATISFACTION SURVEY www.CityofSouthlake.com/CitizenSurvey 2 TABLE OF CONTENTS PAGE ROUNDING 132 STATISTICAL SIGNIFICANCE AND SAMPLE SIZE 133 WORD CLOUDS 133 RESULTS-AT-A-GLANCE 135 SECTION 1: INTRODUCTION 136 SECTION 2: RESIDENCE INFORMATION 136 SECTION 3: QUALITY OF LIFE AND COMMUNITY 137 SECTION 4: CITY SERVICES 142 SECTION 5: SAFETY & SECURITY 149 SECTION 6: CUSTOMER SERVICE 151 SECTION 7: MOBILITY 153 SECTION 8: COMMUNICATION 154 SECTION 9: DEMOGRAPHICS 159 VERBATIM COMMENTS 163 Q7: IF THE CITY GOVERNMENT COULD CHANGE ONE THING TO MAKE SOUTHLAKE A BETTER PLACE TO 164 LIVE, NOW AND IN THE FUTURE, WHAT CHANGE WOULD YOU LIKE TO SEE? Q9: NOW, THINKING ABOUT THE CITY OF SOUTHLAKE OVERALL, WHAT WOULD YOU SAY IS THE MOST 259 IMPORTANT ISSUE FACING SOUTHLAKE TODAY? Q14: YOU INDICATED SOME LEVEL OF DISSATISFACTION WITH THE CITY’S CUSTOMER SERVICE. PLEASE 336 PROVIDE ANY COMMENTS OR FEEDBACK THAT YOU WOULD LIKE TO SHARE ABOUT THIS EMPLOYEE. Q36: WHAT TYPES OF RETAIL AND COMMERCIAL DEVELOPMENT WOULD YOU LIKE TO SEE IN 356 SOUTHLAKE? Q43: WHAT INFORMATION DO YOU ACCESS MOST OFTEN ON THE WEBSITE? 392 Q44: WHAT OTHER COMMENTS OR SUGGESTIONS, IF ANY, WOULD YOU LIKE TO SHARE WITH THE CITY 405 ABOUT THEIR COMMUNICATIONS? Q45: PLEASE USE THE BOX BELOW TO LET US KNOW ANYTHING ELSE YOU WOULD LIKE TO TELL THE CITY 428 MANAGER ABOUT SOUTHLAKE. 2015 CITIZEN SATISFACTION SURVEY www.CityofSouthlake.com/CitizenSurvey 3 TABLE OF CONTENTS PAGE FIGURE 1 - OVERALL QUALITY OF LIFE 28 FIGURE 2 - OVERALL QUALITY OF LIFE, 2013 VS. 2015 29 FIGURE 3 - OVERALL QUALITY OF LIFE SINCE 1995 29 FIGURE 4 - OVERALL QUALITY OF LIFE BY AGE AND YEARS IN SOUTHLAKE 30 FIGURE 5 - OVERALL QUALITY OF LIFE BY ANNUAL INCOME 30 FIGURE 6 - QUALITY OF LIFE ASPECTS 31 FIGURE 7 - QUALITY OF LIFE PROGRESSION 32 FIGURE 8 - QUALITY OF PROGRESSION SINCE 2002 32 FIGURE 9 - QUALITY OF LIFE PROGRESSION BY AGE AND YEARS IN SOUTHLAKE 33 FIGURE 10 - QUALITY OF LIFE PROGRESSION BY ANNUAL INCOME 33 FIGURE 11 - WAYS TO IMPROVE QUALITY OF LIFE 34 FIGURE 12 - IMAGE OF CITY 35 FIGURE 13 - IMAGE OF CITY, 2013 VS. 2015 36 FIGURE 14 - MOST IMPORTANT ISSUE 37 FIGURE 15 - CITY PERFORMANCE: CUSTOMER-LEVEL OBJECTIVES 41 FIGURE 16 - CITY PERFORMANCE: CUSTOMER-LEVEL OBJECTIVES, 2013 VS. 2015 42 FIGURE 17 - IMPORTANCE OF SERVICES (TOP 10) 43 FIGURE 18 - IMPORTANCE OF SERVICES (11TH-37TH ) 44 FIGURE 18-1 - IMPORTANCE OF SERVICES, RANKED BY BOTTOM-2-BOX % 45 FIGURE 19 - IMPORTANCE OF SERVICES, 2015 VS. 2013 TOP TEN 46 FIGURE 20 - SATISFACTION WITH SERVICES (TOP TEN) 47 FIGURE 21 - SATISFACTION WITH SERVICES (11TH-37TH ) 48 FIGURE 22 - SATISFACTION WITH SERVICES, 2015 VS. 2013 TOP TEN 49 FIGURE 23 - STATISTICALLY SIGNIFICANT SERVICE SATISFACTION CHANGES FROM 2013 TO 2015 50 FIGURE 24 - SERVICE IMPORTANCE VS. SERVICE SATISFACTION (GAP) 52 FIGURE 25 - SERVICE IMPORTANCE VS. SERVICE SATISFACTION (GAP), 2013 VS. 2015 54 FIGURE 26 - SERVICE IMPORTANCE VS. SERVICE SATISFACTION, DIFFERENCE IN GAP FROM 2013 TO 2015 56 FIGURE 27 - SERVICE SATISFACTION, RANKED BY BOTTOM-2-BOX % 57 FIGURE 28 - OVERALL SERVICE SATISFACTION 58 FIGURE 29 - OVERALL SERVICE SATISFACTION, 2013 VS. 2015 59 FIGURE 30 - OVERALL SERVICE SATISFACTION BY AGE AND YEARS IN SOUTHLAKE 60 FIGURE 31 - OVERALL SERVICE SATISFACTION BY ANNUAL INCOME 60 FIGURE 32 - COMMENTS FOR THE CITY MANAGER 61 FIGURE 33 - COMMUNICATION EFFECTIVENESS 62 FIGURE 34 - COMMUNICATION EFFECTIVENESS BY AGE AND YEARS IN SOUTHLAKE 63 FIGURE 35 - COMMUNICATION EFFECTIVENESS BY ANNUAL INCOME 63 FIGURE 36 - COMMUNICATION TOOLS, IMPROVED ACCESS TO NEWS 64 2015 CITIZEN SATISFACTION SURVEY www.CityofSouthlake.com/CitizenSurvey 4 TABLE OF CONTENTS PAGE FIGURE 37 – COMMUNICATION TOOLS, FREQUENCY OF EMAIL NEWSLETTER 64 FIGURE 38 – COMMUNICATION, INFORMATION TYPES 65 FIGURE 39 – INFORMATION ACCESSED MOST OFTEN ON CITY WEBSITE 66 FIGURE 40 – COMMUNICATION COMMENTS 67 FIGURE 41 – CONTACT WITH EMPLOYEE IN LAST YEAR 68 FIGURE 42 – DEPARTMENT CONTACTED 69 FIGURE 43 – CUSTOMER SERVICE EXPERIENCE 70 FIGURE 44 – CUSTOMER SERVICE EXPERIENCE CHANGES FROM 2013-2015 71 FIGURE 45 – LIBRARY 72 FIGURE 46 – POLICE 72 FIGURE 47 – UTILITY BILLING 73 FIGURE 48 – PUBLIC WORK 73 FIGURE 49 – CONTACT WITH POLICE DEPARTMENT TO REPORT A CRIME 74 FIGURE 50 – POLICE OFFICER PROFESSIONALISM 74 FIGURE 51 – IMAGE OF CITY AS SAFE AND SECURE, 2013 VS. 2015 76 FIGURE 52 – CITY PERFORMANCE: SAFETY AND SECURITY CUSTOMER-LEVEL OBJECTIVE 77 FIGURE 53 – CITY PERFORMANCE: SAFETY AND SECURITY CUSTOMER-LEVEL OBJECTIVE, 2013 VS. 2015 77 FIGURE 54 – RESPONSIBILITY ADDRESSING CRIME 78 FIGURE 55 – PERCEPTION OF SERIOUS CRIME IN SOUTHLAKE 79 FIGURE 56 – PERCEPTION OF SERIOUS CRIME IN SOUTHLAKE BY AGE AND YEARS IN SOUTHLAKE 80 FIGURE 57 – PERCEPTION OF SERIOUS CRIME IN SOUTHLAKE BY ANNUAL INCOME 80 FIGURE 58 – PERCEPTION OF PERSONAL SAFETY 81 FIGURE 59 – IMPORTANCE OF SAFETY AND SECURITY SERVICES 82 FIGURE 60 – SAFETY AND SECURITY SERVICE IMPORTANCE CHANGES FROM 2013 TO 2015 83 FIGURE 61 – SATISFACTION WITH SAFETY AND SECURITY SERVICES 84 FIGURE 62 – SAFETY AND SECURITY SERVICE SATISFACTION CHANGES FROM 2013 TO 2015 85 FIGURE 63 – SAFETY AND SECURITY SERVICE IMPORTANCE VS. SERVICE SATISFACTION (GAP) 86 FIGURE 64 – SAFETY AND SECURITY SERVICE IMPORTANCE VS. SERVICE SATISFACTION, 87 DIFFERENCE IN GAP FROM 2013 TO 2015 FIGURE 65 – CITY PERFORMANCE: MOBILITY AND INFRASTRUCTURE CUSTOMER-LEVEL OBJECTIVE 90 FIGURE 66 – CITY PERFORMANCE: MOBILITY AND INFRASTRUCTURE CUSTOMER-LEVEL OBJECTIVE, 91 2013 VS. 2015 FIGURE 67 – IMPORTANCE OF MOBILITY AND INFRASTRUCTURE SERVICES 92 FIGURE 68 – MOBILITY AND INFRASTRUCTURE SERVICE IMPORTANCE, 2013 VS. 2015 93 FIGURE 69 – SATISFACTION WITH MOBILITY AND INFRASTRUCTURE SERVICES 94 FIGURE 70 – MOBILITY AND INFRASTRUCTURE SERVICE SATISFACTION CHANGES FROM 2013 TO 2015 95 FIGURE 71 – MOBILITY AND INFRASTRUCTURE SERVICE IMPORTANCE VS. SERVICE SATISFACTION (GAP) 96 FIGURE 72 – MOBILITY AND INFRASTRUCTURE SERVICE IMPORTANCE VS. SERVICE SATISFACTION, 97 DIFFERENCE IN GAP FROM 2013 TO 2015 FIGURE 73 – TRAFFIC CIRCULATION 98 2015 CITIZEN SATISFACTION SURVEY www.CityofSouthlake.com/CitizenSurvey 5 TABLE OF CONTENTS PAGE FIGURE 74 – TRAFFIC CIRCULATION, 2013 VS. 2015 99 FIGURE 75 – TRAFFIC CONGESTION 100 FIGURE 76 – SIDEWALK SATISFACTION 101 FIGURE 77 – IMAGE OF CITY, QUALITY DEVELOPMENT PERSPECTIVES 104 FIGURE 78 – IMAGE OF CITY, QUALITY DEVELOPMENT PERSPECTIVES, 2013 VS. 2015 105 FIGURE 79 - CITY PERFORMANCE: QUALITY DEVELOPMENT CUSTOMER-LEVEL OBJECTIVE 106 FIGURE 80 – CITY PERFORMANCE: PROVIDING ATTRACTIVE AND UNIQUE SPACES, 2013 VS. 2015 107 FIGURE 81 – CITY PERFORMANCE: ATTRACTING AND KEEPING TOP-TIER BUSINESSES TO DRIVE A DYNAMIC 107 AND SUSTAINABLE ENVIRONMENT, 2013 VS. 2015 FIGURE 82 – IMPORTANCE OF QUALITY DEVELOPMENT SERVICES 108 FIGURE 83 – QUALITY DEVELOPMENT SERVICE IMPORTANCE, 2013 VS. 2015 109 FIGURE 84 – SATISFACTION WITH QUALITY DEVELOPMENT SERVICES 110 FIGURE 85 – QUALITY DEVELOPMENT SERVICE SATISFACTION CHANGES FROM 2013 TO 2015 111 FIGURE 86 – QUALITY DEVELOPMENT SERVICE IMPORTANCE VS. SERVICE SATISFACTION (GAP) 112 FIGURE 87 – QUALITY DEVELOPMENT SERVICE IMPORTANCE VS. SERVICE SATISFACTION, DIFFERENCE IN 113 GAP FROM 2013 TO 2015 FIGURE 88 – DESIRED RETAIL AND COMMERCIAL DEVELOPMENT 114 FIGURE 89 – CITY PERFORMANCE: PARTNERSHIPS AND VOLUNTEERISM CUSTOMER-LEVEL OBJECTIVES 116 FIGURE 90 – CITY PERFORMANCE, PROMOTING OPPORTUNITIES FOR PARTNERSHIPS AND VOLUNTEER 117 INVOLVEMENT, 2013 VS. 2015 FIGURE 91 – IMAGE OF CITY, PROMOTING OPPORTUNITIES FOR PARTNERSHIPS AND VOLUNTEER 118 INVOLVEMENT, BY AGE AND YEARS IN SOUTHLAKE FIGURE 92 – IMAGE OF CITY, PROMOTING OPPORTUNITIES FOR PARTNERSHIPS AND VOLUNTEER 118 INVOLVEMENT, BY ANNUAL INCOME FIGURE 93 – CITY INVOLVEMENT 119 FIGURE 94 – ADDITIONAL PARTICIPATION 119 FIGURE 95 – SATISFACTION WITH SOLID WASTE SERVICES AS PROVIDED BY CONTRACTOR 120 FIGURE 96 – SATISFACTION WITH SOLID WASTE SERVICES: 2013 VS. 2015 121 FIGURE 97 – SURVEY DEMOGRAPHICS, VOTING FREQUENCY 124 FIGURE 98 – SURVEY DEMOGRAPHICS, HOME OWNERSHIP STATUS 125 FIGURE 99 – SURVEY DEMOGRAPHICS, LEVEL OF EDUCATION 126 FIGURE 100 – SURVEY DEMOGRAPHICS, AGE 127 FIGURE 101 – SURVEY DEMOGRAPHICS, RACE 127 FIGURE 102 – SURVEY DEMOGRAPHICS, YEARS AS A SOUTHLAKE RESIDENT 128 FIGURE 103 – SURVEY DEMOGRAPHICS, ANNUAL HOUSEHOLD INCOME 128 FIGURE 104 – SURVEY PARTICIPATION BY AGE AND YEARS IN SOUTHLAKE 129

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