appendix a: benchmarking

…helping organizations make better decisions since 1982

Submitted to the City of Fort Lauderdale, Florida by: ETC Institute 725 W. Frontier Lane, Olathe, Kansas 66061

March 2018

‘17 2017 Neighbor Survey Appendix A: Benchmarking Analysis

Ben

chm

arking A

nalysis

DirectionFinder® Survey Year 2017 Benchmarking Summary Report

Overview

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

leaders across the United States use statistically valid community survey data as a tool for

making better decisions. Since November 1999, the survey has been administered in more than

300 cities and counties in 43 states.

This report contains benchmarking data from three sources. The first source is from a national

survey that was administered by ETC Institute during the summer of 2016 to a random sample

of more than 500 residents in communities with a population between 100,000 and 250,000 in

the continental United States. The second source is from a regional survey administered to a

random sample of 300 Florida residents during the summer of 2016, and the third source is

from individual community surveys that were administered in 25 communities with a

population of 100,000 to 250,000 between January 2014 and July 2017. The “U.S. Average”

shown in this report reflects the overall results of ETC Institute’s national survey. The results

from individual cities were used as the basis for developing the ranges of performance that are

shown in this report for specific types of services. The 25 communities included in the

performance ranges that are shown in this report are listed below:

• Arlington County, VA

• Cabarrus County, NC

• Columbia, MO

• Coral Springs, FL

• Davenport, IA

• Des Moines, IA

• Durham, NC

• Fayetteville, NC

• Fort Lauderdale, FL

• High Point, NC

• Independence, MO

• McAllen, TX

• Naperville, IL

• Olathe, KS

• Overland Park, KS

• Pueblo, CO

• Reno, NV

• Richmond, VA

• Round Rock, TX

• Springfield, MO

• Tempe, AZ

• Tyler, TX

• Vancouver, WA

• Wilmington, NC

• Wyandotte County, KS

2017 City of Fort Lauderdale Neighbor Survey: Appendix A - Benchmarking Analysis

ETC Institute (2017) A - 1

Ben

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Interpreting the Performance Range Charts

The charts on the following pages provide comparisons for several items that were rated on the

survey. The horizontal bars show the range of satisfaction among residents in communities

that have participated in the DirectionFinder® Survey. The lowest and highest satisfaction

ratings are listed to the left and right of each bar. The yellow dot on each bar shows how the

results for Fort Lauderdale compare to the average of the 25 communities listed on the

previous page, which is shown as a vertical dash in the middle of each horizontal bar. If the

yellow dot is located to the right of the vertical dash, the City of Fort Lauderdale rated above

the community average. If the yellow dot is located to the left of the vertical dash, the City of

Fort Lauderdale rated below the community average.



Source: 2017 ETC Institute

Florida Average and the U.S. Average (100K-250K)

71%

67%

54%

48%

48%

42%

40%

39%

38%

38%

15%

78%

67%

50%

72%

71%

75%

43%

51%

48%

46%

49%

80%

71%

46%

65%

73%

69%

48%

54%

50%

44%

50%

Police, fire, & ambulance service

Parks/recreation programs & facilities

Customer service

How well the City is prepared for disasters

Water utility services

Wastewater utility services

Enforcement of codes & ordinances

City communication with the public

City streets, sidewalks, & infrastructure

Public transportation services

Management of traffic flow & congestion

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

Fort Lauderdale Florida U.S. Population (100K-250K)

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 Various City ServicesFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)



69%

61%

55%

52%

42%

34%

30%

81%

72%

49%

70%

77%

41%

45%

80%

70%

59%

70%

71%

47%

56%

Overall quality of life in the City

Overall image of the community

Overall quality of City services provided

Overall appearance of the City

Overall feeling of safety in the City

Value received for City tax dollars/fees

How well the City is planning growth

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



Satisfaction with Issues that Influence Perceptions of the City

Fort Lauderdale vs. Florida vs. U.S. Population (100K-250K)


63%

61%

45%

38%

72%

67%

59%

56%

77%

74%

65%

55%

Local police protection

Police response time to emergencies

Visibility of police in neighborhoods

Crime prevention

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


Overall Satisfaction with Police ServicesFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)





82%

80%

79%

84%

78%

84%

87%

78%

89%

Quality of fire services

Quality of Emergency Medical Services

Fire & emergency medical response time

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


Overall Satisfaction with Fire and Ambulance ServicesFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)



60%

58%

57%

51%

59%

49%

45%

47%

61%

50%

47%

48%

Enforcing maintenance of business property

Enforcing maintenance of residential property

Mowing/cutting of weeds/grass on private property

Cleanup of litter and debris on private property

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


Overall Satisfaction with Codes and OrdinancesFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)





62%

51%

42%

38%

37%

59%

62%

56%

54%

54%

57%

70%

52%

51%

55%

Mowing/trimming of streets & public areas

Cleanliness of City streets

Maintenance of neighborhood streets

Adequacy of City street lighting

Condition of sidewalks

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


Overall Satisfaction with City MaintenanceFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)



69%

66%

55%

52%

49%

77%

71%

63%

59%

54%

73%

73%

56%

60%

61%

Maintenance of local parks

Outdoor athletic fields

Ease of registering for programs

Youth recreation programs

Adult recreation programs

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


Overall Satisfaction with Parks and RecreationFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)





53%

48%

38%

68%

51%

31%

65%

49%

28%

Quality of the City's website

Ease of access to information about City services

Opportunities to participate in local government

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


Overall Satisfaction with CommunicationFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)



77%

73%

73%

42%

78%

49%

71%

76%

77%

56%

75%

79%

Quality of trash collection services

Bulky item pick up/removal services

Recycling services

Wastewater service

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


Overall Satisfaction with Utility ServicesFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)





65%

56%

55%

53%

72%

56%

66%

67%

72%

58%

73%

62%

The way you were treated

How well your issue was handled

How easy they were to contact

How quickly City staff responded to request

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


Overall Satisfaction with Customer ServiceFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)



89%

79%

65%

61%

60%

47%

39%

54%

66%

53%

72%

52%

47%

68%

67%

75%

57%

70%

65%

56%

77%

As a place to visit

As a place to live

As a place to work

Overall image of the City

As a place to retire

As a City that is moving in the right direction

As a place to raise children

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


Overall Ratings of the CommunityFort Lauderdale vs. Florida vs. U.S. Population (100K-250K)

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




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

LOW---------MEAN--------HIGH

Fort Lauderdale

94%

92%

93%

87%

72%

81%

81%

65%

71%

58%

32%

43%

17%

18%

30%

15%

Police, fire & ambulance service

Quality of parks & recreation programs/facilities

Quality of City services

Quality of customer service from City employees

Enforcement of City codes and ordinances

Effectiveness of communication with the community

Overall flow of traffic

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

71%

55%

67%

40%

54%

38%

39%

15%

Maintenance of streets/sidewalks/infrastructure


Overall Satisfaction With Various City Services Communities with a Population of 100,000 to 250,000



79%

92%

71%

93%

26%

24%

16%

23%

Appearance of the City

Feeling of safety in the City

Value received for City tax dollars and fees

Planning for growth

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

LOW---------MEAN--------HIGH

Issues that influence Perceptions of the City Communities with a Population of 100,000 to 250,000


52%

30%

Fort Lauderdale

34%

42%


LOW---------MEAN--------HIGH


Satisfaction with Public SafetyCommunities with a Population of 100,000 to 250,000

38%

94%

88%

72%

83%

39%

20%

24%

26%

Overall quality of local police protection

How quickly police respond to 911 emergencies

The visibility of police in neighborhoods

The City's efforts to prevent crime

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

LOW---------MEAN--------HIGH

61%

63%

45%

Fort Lauderdale




94%

96%

86%

62%

61%

65%

Overall quality of local fire protection

Quality of Emergency Medical Services (EMS)

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

LOW---------MEAN--------HIGH


Satisfaction with Fire and Ambulance ServicesCommunities with a Population of 100,000 to 250,000

Fort Lauderdale

82%

79%How quickly fire rescue responds to 911 emergencies

80%


64%

69%

64%

62%

14%

34%

13%

14%

Enforcing the maintenance of residential property

Enforcing maintenance of business property

Cleanup of litter and debris on private property

Mowing/cutting of weeds/grass on private property

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

LOW---------MEAN--------HIGH


Satisfaction with Codes and Ordinances Communities with a Population of 100,000 to 250,000

51%

58%

57%

Fort Lauderdale

60%




87%

76%

79%

73%

31%

30%

38%

20%

Cleanliness of City streets

Maintenance of streets in your neighborhood

Adequacy of City street lighting

Condition/maintenance of sidewalks

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

LOW---------MEAN--------HIGH


Satisfaction with Transportation and MobilityCommunities with a Population of 100,000 to 250,000

37%

Fort Lauderdale

42%

51%

38%


93%

84%

83%

78%

77%

41%

32%

25%

26%

23%

Maintenance of City parks

Quality of athletic fields

City youth recreation programs

Ease of registering for programs

City adult recreation programs

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

LOW---------MEAN--------HIGH


Satisfaction with Parks and Recreation Communities with a Population of 100,000 to 250,000

49%

69%

55%

Fort Lauderdale

52%

66%




74%

76%

51%

35%

36%

20%

Quality of the City's website

Ease of access to information about City services

Opportunities to participate in local government

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

LOW---------MEAN--------HIGH


Satisfaction with CommunicationCommunities with a Population of 100,000 to 250,000

53%

Fort Lauderdale

38%

48%


95%

87%

94%

85%

77%

54%

73%

42%

Residential garbage collection

Residential bulk trash collection

Residential recycling services

Quality of sewer (wastewater) services

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


Satisfaction with Water, Wastewater, Waterways, Flooding and Sanitation

Communities with a Population of 100,000 to 250,000

73%

77%

42%

Fort Lauderdale

73%




LOW---------MEAN--------HIGH

91%

85%

80%

79%

37%

38%

41%

38%

Employees are courteous/professional

I was able to get my question/concern resolved

The response time was reasonable

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


Satisfaction with Customer Service Communities with a Population of 100,000 to 250,000

55%

65%

53%

Fort Lauderdale

56%


It was easy to find someone to address my request

89%

96%

94%

92%

94%

86%

74%

98%

52%

60%

37%

47%

24%

40%

47%

39%

As a place to visit

As a place to live

Overall quality of life

As a place to work

Overall image of the City

As a place to retire

As a City moving in the right direction

As a place to raise children

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

LOW---------MEAN--------HIGH


Satisfaction with Overall Ratings of CommunityCommunities with a Population of 100,000 to 250,000

65%

60%

89%

39%

Fort Lauderdale

47%

79%

61%

69%




appendix a: benchmarking

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