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City of Victoria 2013 Business Survey
Presentation of Results – July 18, 2013
Methodology
2
300 telephone interviews with a randomly selected representative sample of Victoria businesses.
Interviews were conducted between April 2 and 23, 2013.
The sample for this survey was provided by the City of Victoria and respondents had to confirm they operate a business at one or more locations in Victoria in order to qualify for the research.
Interviews were conducted with person most responsible for the overall management and direction of their company at that location.
Overall results are accurate to within ±5.7 percentage points, nineteen times out of twenty.
Key Findings
3
Perceptions of business climate in Victoria are positive.
Businesses generally approve of the City’s rules and regulations.
Businesses are largely satisfied with City operations and services.
Most businesses believe they get good value for the taxes they pay.
Parking tops the issues agenda.
Businesses suggest that the City address issues with parking and the downtown core to attract more business to the City.
Comparison to Previous Survey (2010)
4
While most results are still positive, there have been many declines in assessments since 2010:
Business Location
Ease of finding parking
Staff and customers’ perceptions of safety of business location
Downtown Core
Range of shops, entertainment and services
City Operations
Perceptions that the City listens to businesses
Overall direction that the City is taking
City Services
Building permits and inspections
Value for tax dollars
Communications
Increased perceptions of too little information coming from the City
Satisfaction levels with contact with the City overall and on some service attributes (helpfulness, timeliness of service and courteousness)
Comparison to Previous Survey (2010)
5
The remainder of the results are consistent with 2010 findings plus there has been one notable improvement:
Downtown core is safe at night
One more neutral change is that there is now a preference for service cuts rather than tax increases
Overall Business Climate
6
Perceptions of Victoria’s overall business climate remain predominately positive.
Q2. Overall, how would you rate the City of Victoria as a place to operate a business? Would you say... Base: All Respondents (n=300); 2010 (n=300)
19%
22%
62%
62%
14%
13%
3%
3%
1%
1%
2013
2010
Very good Good Poor Very poor Don’t know % Good % Poor
81% 18%
83% 15%
Much of what businesses like about operating a business in Victoria focuses on things that are largely outside the City’s control.
Q3. What do you like best about operating a business in the City of Victoria? Base: All Respondents (n=300); 2010 (n=300)
22%
13%
11%
8%
7%
7%
6%
5%
4%
4%
4%
4%
6%
1%
Local people/community
Good location
Have lived here a long time/I like this city
Good weather
Good size city
Beautiful city
Access to amenities/services
Transportation/don't need a car
Good economy/making money
Tourism
Diverse culture/variety of people
Business support/easy to make connections
None/nothing
Don't knowIncludes mentions of 4% or more only.
2010
16%
9%
7%
8%
9%
8%
9%
2%
6%
3%
3%
7%
13%
3%
The City can take steps to address some of the things that businesses dislike about operating a business in Victoria.
Q4. And, what do you like least about operating a business in the City of Victoria? Base: All Respondents (n=300); 2010 (n=300)
10%
10%
8%
7%
5%
5%
5%
5%
4%
3%
3%
16%
2%
Poor parking
High taxes
Too many homeless people
Costs/ expenses/ too expensive
Location/ accessibility to mainland
Little business/ lack of business
City does not support local/ small businesses
High crime rate
Red tape/bureaucracy
Too many rules/ regulations
Lack of improvements to tourism
None/nothing
Don't KnowIncludes mentions of 3% or more only.
2010
9%
7%
12%
9%
6%
-
5%
1%
-
15%
-
20%
3%
Suggestions to attract and retain businesses are varied. Parking and downtown improvements top the list.
9%
9%
7%
6%
5%
5%
4%
4%
4%
3%
3%
3%
3%
3%
3%
1%
13%
Parking/ improve parking
Improve downtown/ downtown core
Reduce/ lower taxes
Clean up homelessness
Promote tourists/ tourism
Reduce/ lower property taxes
Make it safer/ improve safety
Attract business
Deal with/ eliminate street people
More advertising/ marketing
Make it cleaner/ cleanliness
Clean up the streets
Reduce costs/ expenses
Cheaper/ more affordable/ free parking
Deal with drug users/ street drug use
None/ nothing
Don't KnowIncludes mentions of 3% or more only.
Q13a. What is the most important action the City can take to attract and retain business in the City in general? Base: All Respondents (n=300)
21%
24%
18%
17%
12%
16%
52%
50%
48%
53%
54%
57%
74%
73%
66%
70%
66%
73%
2013
2010
2013
2010
2013
2010
Strongly agree Somewhat agree
Overall, the City’s rules and regulations are generally seen as accessible, fair, and easy to understand.
Q5. Please tell me if you agree or disagree with each of the following statements. The first one is [INSERT ITEM]. (Is that strongly or somewhat agree/disagree?) How about Base: All Respondents (n=300); 2010 (n=300)
The City’s rules and regulations for businesses are readily accessible
The City’s rules and regulations for businesses are easy to understand
The City’s regulatory environment is fair to businesses
Businesses generally feel favourably towards their immediate business location, although concerns with parking resurface.
Q11. I’m now going to read some statements about the area where your business is located and would like you to tell me if you agree or disagree with each one. The first one is [INSERT ITEM]. (Would that be strongly or somewhat agree/disagree)? How about [INSERT ITEM]? Base: All Respondents (n=300); 2010 (n=300)
33%
37%
32%
37%
30%
36%
20%
29%
48%
48%
47%
42%
33%
37%
23%
23%
81%
85%
80%
79%
63%
73%
43%
52%
2013
2010
2013
2010
2013
2010
2013
2010
Strongly agree Somewhat agree
The appearance of buildings and storefronts in the area where my business is located is
satisfactory
The appearance and condition of public amenities and spaces in the area where my
business is located is satisfactory
Staff and customers feel safe and secure in the area where my business is located
It is easy to find parking in the area where my business is located
As in 2010, business operators’ perceptions of downtown Victoria are predominately positive with the exception of parking and night time safety.
Q12. Please tell me if you agree or disagree with each of the following statements about the city’s downtown core. The first one is [INSERT ITEM]. (Is that strongly or somewhat agree/disagree?) How about [INSERT ITEM]? Base: All Respondents (n=300); 2010 (n=300)
43%
42%
36%
44%
28%
23%
23%
31%
12%
14%
9%
4%
10%
9%
43%
46%
47%
46%
52%
51%
54%
49%
45%
46%
39%
35%
36%
39%
86%
88%
83%
90%
80%
75%
76%
80%
58%
60%
48%
39%
45%
49%
2013
2010
2013
2010
2013
2010
2013
2010
2013
2010
2013
2010
2013
2010
Strongly agree Somewhat agree
The downtown core is safe during the day
The downtown core has a good range of shops, entertainment, and services that meet
the community’s needs
The downtown core is clean and well-maintained
The downtown core is vibrant and exciting during the day
The downtown core is vibrant and exciting during the evening
The downtown core is safe at night
Parking in the downtown core is accessible and convenient
Citizen Survey:
88%
Citizen Survey:
64%
Citizen Survey:
96%
Future Business Plans
14
As in 2010, businesses are more than twice as likely to anticipate expanding as they are downsizing or closing in the next five years.
Q6. Does your business have plans to (READ LIST) in the next five years? Base: All Respondents (n=300); 2010 (n=300)
28%
4%
7%
57%
4%
Expand
Downsize
Close or shut down
None of the above
Don't know
2010
32%
7%
7%
53%
1%
Plan on moving or relocating business to another location in the next five years
Do you plan on relocating…?
Just over two-in-ten businesses plan on relocating to another location in the next five years.
Q7. Do you plan on moving or relocating your business to another location in the next five years? Base: All Respondents (n=300); 2010 (n=300) Q8. Do you plan on relocating (READ LIST)? Base: Plan on moving or relocating business to another location in the next five years (n=66)*; 2010(n=67)*
22%
73%
5%
Yes
No
Don't know
36%
50%
14%
Within the City of Victoria
Outside of the City ofVictoria
Don't know
2010
22%
75%
2%
2010
48%
39%
13%
*Caution, small base sizes
Issue Agenda
17
Businesses want local leaders to focus on social issues most of all. Transportation-related issues also rank high on businesses’ issue agenda.
Q1. As a business operating in the City of Victoria, what is the most important issue facing your community, that is, the one issue you feel should receive the greatest attention from your local leaders? [ACCEPT 1 MENTION] Are there any other important local issues? Base: All Respondents (n=300); 2010 (n=300)
18%
18%
15%
14%
7%
3%
3%
22%
7%
7%
12%
11%
6%
2%
5%
22%
28%
28%
20%
15%
12%
8%
3%
1%
1%
0%
37%
7%
7%
Social (NET)
Transportation (NET)
Taxation/Municipal Government Spending (NET)
Economy (NET)
Crime (NET)
Municipal Government Services (NET)
Environment (NET)
Healthcare (NET)
Parks, Recreation, and Culture (NET)
Growth (NET)
Other (NET)
None/nothing
Don't know
First mention Second mention
Top Mentions 2010
42%
34%
16%
12%
9%
9%
3%
1%
1%
1%
12%
9%
5%
Citizen Survey: 34%
Citizen Survey: 33%
Citizen Survey: 7%
Citizen Survey: 33%
Citizen Survey: 6%
Citizen Survey: 4%
City Operations and Services
19
Just over half of business operators are pleased with the overall direction the City is taking and think the City the City listens to businesses.
Q15. Please tell me if you agree or disagree with each of the following statements. The first one is [INSERT ITEM]. (Is that strongly or somewhat agree/disagree?) How about [INSERT ITEM]? Base: All Respondents (n=300); 2010 (n=300)
13%
14%
10%
0%
7%
11%
45%
52%
44%
0%
41%
49%
58%
66%
54%
N/A
48%
60%
2013
2010
2013
2010
2013
2010
Strongly agree Somewhat agree
I am pleased with the overall direction that the City is taking
The City keeps me informed
The City listens to businesses
Citizen Survey % Agree
69%
67%
55% (*listens to
citizens)
Most businesses are satisfied with the overall level and quality of services provided by the City of Victoria.
Q13. How satisfied are you with the overall level and quality of services provided by the City of Victoria? Would you say (READ LIST)? Base: All Respondents (n=300); 2010 (n=300)
18%
17%
62%
66%
14%
10%
5%
7%
2013
2010
Very satisfied Somewhat satisfied Not very satisfied Not at all satisfied Don’t know
% Satisfied
% Dissatisfied
79% 19%
84% 16%
Citizen Survey:
91%
Businesses are also satisfied with all of the specific services tested.
Q14. Please rate how satisfied you are with each of the following services on a scale of (READ LIST). If you are unfamiliar with or have no experience with a particular service, simply say ‘not applicable’ and I’ll move on to the next item. The first one is *INSERT ITEM]. How about [INSERT ITEM]? Base: Respondents with an opinion (e.g., excludes those saying not applicable/don't know) (n=varies)
72%
74%
44%
43%
35%
0%
40%
40%
31%
30%
26%
27%
15%
13%
20%
17%
27%
24%
48%
47%
55%
0%
49%
51%
55%
55%
55%
56%
58%
58%
42%
55%
99%
99%
91%
91%
91%
N/A
89%
90%
86%
85%
81%
83%
73%
72%
62%
72%
2013 (n=225)
2010 (n=241)
2013 (n=264)
2010 (n=264)
2013 (n=172)
2010
2013 (n=283)
2010 (n=292)
2013 (n=297)
2010 (n=294)
2013 (n=285)
2010 (n=294)
2013 (n=217)
2010 (n=236)
2013 (n=173)
2010 (n=174)
Very satisfied Somewhat satisfied
Fire Department services
Business licensing
City Website
City beautification such as signage, landscaping, public art, and street banners
Lighting, condition, and maintenance of streets and sidewalks
Design of streets, public spaces, and boulevards
Enforcement of bylaws for issues such as property, parks and noise
Building permits and inspections
Citizen Survey:
87%
Citizen Survey:
82%
Customer Service
23
The majority of businesses have contacted or dealt with a City employee in the past 12 months.
Q25. In the last twelve months, have you personally contacted or dealt with a City employee? Base: All Respondents (n=300); 2010 (n=300)
61%
39%
Yes
No
2010
61%
39%
Citizen Survey:
48%
While still positive, satisfaction with contact experiences shows some declines.
Q26. And, thinking of the last time you contacted a City employee, how satisfied were you with the ...? Would you say you were ...? And how satisfied were you with ...? (Note: Wording change, in 2010 question was “Staff’s ability to resolve your issue”.) Base: Have personally contacted or dealt with a City employee (n=183); 2010 (n=182)
39%
54%
53%
68%
39%
55%
42%
42%
34%
48%
37%
57%
30%
43%
28%
28%
30%
23%
42%
31%
39%
38%
38%
32%
32%
30%
34%
30%
67%
82%
83%
91%
81%
86%
80%
81%
72%
81%
69%
87%
64%
74%
2013
2010
2013
2010
2013
2010
2013
2010
2013
2010
2013
2010
2013
2010
Strongly agree Somewhat agree
Overall service you received
Staff's courteousness
Staff's knowledge
Ease of reaching staff
The speed and timeliness of service
Staff's helpfulness
Staff's ability to resolve your issue or explain the options if they could not resolve your
issue
Citizen Survey:
81% Satisfied
Financing
26
The majority of businesses believe they receive good value for their municipal tax dollars.
Q16. Thinking about all the programs and services you receive from the City of Victoria, would you say that overall you get good value or poor value for your tax dollars? Base: All Respondents (n=300); 2010 (n=300)
11%
49%
22%
11%
6%
Very good value
Fairly good value
Fairly poor value
Very poor value
Don’t know
2010
13%
58%
17%
11%
1%
Good Value 2013: 60% 2010: 71%
Poor Value 2013: 34% 2010: 28%
Citizen Survey:
79%
Attitudes have changed since 2010: businesses operators now prefer service cuts over tax increases.
Q17. Municipal property taxes are the primary way to pay for services provided by the City of Victoria. Due to the increased cost of maintaining current service levels and infrastructure, the City of Victoria must balance taxation and service delivery levels. To deal with this situation, which one of the following four options would you most like the City of Victoria to pursue? Base: All Respondents (n=300); 2010 (n=300)
12%
24%
31%
13%
15%
5%
Increase taxes - to enhance or expand services
Increase taxes - to maintain services at currentlevels
Cut services - to maintain current tax level
Cut services - to reduce taxes
None
Don't know
2010
18%
35%
25%
11%
8%
3%
Increase Taxes 2013: 36% 2010: 53%
Cut Services 2013: 44% 2010: 36%
Citizen Survey:
60%
Citizen Survey:
26%
Communications
29
There is room to increase the amount of information disseminated to businesses.
Q21. In your opinion, does your business currently receive information from the City? Base: All Respondents (n=300); 2010 (n=300)
1%
44%
52%
3%
Too much
Just the right amount
Too little
Don't Know
2010
1%
54%
42%
3%
Citizen Survey:
45%
Businesses are interested in receiving a wide range of information from the City.
Q23. Thinking about your business information needs, what kinds of information do you want the City to provide you with? Base: All Respondents (n=300); 2010 (n=300)
11%
10%
9%
9%
8%
7%
7%
6%
6%
6%
6%
6%
5%
3%
2%
17%
18%
City needs to communicate/ provide information to business
Budget/municipal government spending
Provide future development plans
Future infrastructure work
Financial/ business information (trends, no. of competitors, etc)
Downtown (activities, cleanliness, safety)
Activities/ plans in my community/ neighbourhood
Provide timely/accurate/ easy to understand/ complete information
By-laws
Festivals/ events
Transportation issues (parking, traffic, general transportation)
Notices/ proceedings of public/ city council meetings
Current projects/ services (unspecified)
Businesses/ community can be (more) involved in planning/ development
City statistics (demographics, economic, city, tourism stats, etc)
None/nothing
Don't Know
Citizen Survey:
17%
Includes mentions of 3% or more only.
Top Mentions 2010
3%
5%
10%
8%
2%
3%
3%
1%
6%
5%
8%
2%
2%
4%
10%
25%
7%
Businesses prefer to provide input to the City electronically.
Q24. There are a number of different ways the City can consult with businesses on important local issues. Please tell me how interested you would be in providing your input to the City through each of the following methods, using a scale of very interested, somewhat interested, not very interested, not at all interested. Base: All Respondents (n=300)
34%
34%
22%
15%
16%
16%
5%
44%
39%
39%
40%
36%
26%
34%
78%
73%
61%
55%
52%
43%
39%
Online survey
Email input to staff or Council
Feedback form or comment card
Public meetings
Mail survey
Online discussion forum
Telephone survey
Very interested Somewhat interested
Citizen Survey:
72%
Citizen Survey:
53%
Citizen Survey:
61%
Just under half of businesses are aware of opportunities available to provide input to the City of Victoria, and 54% have done so.
q19anew. Prior to this survey, have you been aware of opportunities to provide input to the City of Victoria on various topics? Base: All Respondents (n=300) q19bnew. Have you ever provided your feedback to the City of Victoria? Base: All Respondents (n=300) q19cnew. What is the main reason why you have not provided your feedback to the City of Victoria? Base: All not provided feedback (n=135)
44%
55%
1%
Yes
No
Don't Know
Aware of Opportunities To Provide Input to the City of Victoria on Various Topics
54%
45%
1%
Yes
No
Don't Know
Ever Provided Feedback to the City of Victoria
18%
13%
10%
7%
6%
6%
4%
3%
2%
2%
2%
I was not informed/ did not know I couldprovide feedback
No reason/No reason in particular/Nothingspecific
Did not know how to provide feedback
I was not aware of any issues
I was not asked to/ no request to providefeedback
I am busy/ too busy
Lack of time/ not enough time
It was not necessary/ no need
I am new to the City of Victoria/ just movedhere
It is a waste of time
Don't Know
Main Reasons for NOT Providing Feedback
*Mentions less than 2% not shown here
Citizen Survey:
53%
Citizen Survey:
52%