city of virginia beach city services satisfaction survey final report november … ·...

Continental Research ~ 4500 Colley Avenue ~ Norfolk, VA 23508

CITY OF VIRGINIA BEACH

City Services Satisfaction SurveyFinal Report

November 2015

Prepared by:

Jeannine Perry, Senior Project DirectorContinental Research Associates, Inc.

757-489-4887


Table of Contents

Chapter One: Executive Summary

Executive Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-13Executive Summary: Tracking Data Chart: Overall Satisfaction With City Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Chart: Overall Satisfaction With the Appearance of the City. . . . . . . . . . . . . . . . . . . . . . . . . 14 Chart: Percent Who Say “Virginia Beach is a good place to live”. . . . . . . . . . . . . . . . . . . . . 15 Chart: Percent Who Say “Virginia Beach is a safe place to live”. . . . . . . . . . . . . . . . . . . . . . 15 Chart: Percent Who Say “My neighborhood is a safe place to live”. . . . . . . . . . . . . . . . . . . 16 Chart: Percent Who Say “I can conveniently access City services”. . . . . . . . . . . . . . . . . . . 16

Chapter Two: Procedural Information

Methodology.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-19Margin of Error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20About Making Comparisons.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter Three: Survey Results

Satisfaction With: The overall appearance of the City.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Fire Department Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Paramedic & Rescue Squad services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Police Department services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Horticultural & Agricultural services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 The City’s public libraries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Recreation centers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Parks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 The 911 Emergency Telephone Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 The City’s museums, the aquarium, & cultural arts activities.. . . . . . . . . . . . . . . . . . . . . . . . 26 The public beaches in the City. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 The job opportunities in Virginia Beach. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 The City’s drinking water & wastewater collection services. . . . . . . . . . . . . . . . . . . . . . . . . . 28 Services for needy or homeless families. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 The City’s mental health & intellectual disability services. . . . . . . . . . . . . . . . . . . . . . . . . . . 29 The public school system in Virginia Beach. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 The overall appearance of your neighborhood. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 The condition of the streets in your neighborhood. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 The level of communication the City has with its residents. . . . . . . . . . . . . . . . . . . . . . . . . . 31 The City’s 3-1-1 system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 The City’s work with other area communities to address issues impacting our region. . . . . 32 The City’s efforts to protect natural resources, the environment, & open green space.. . . . 32 City trash collection & recycling services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 The City’s efforts to combat gang activity & gang violence. . . . . . . . . . . . . . . . . . . . . . . . . . 33 Planning for residential development. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 The opportunity citizens have to share their ideas or opinions before the City makes important decisions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Maintenance of existing City roads & bridges. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 The flow of traffic in the City. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Planning & construction of new City roads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

(continued)


Table of Contents (cont’d)

Chapter Three: Survey Results (cont’d)

Satisfaction With: The courtesy of City employees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Overall satisfaction with City services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Summary Table: Percent Satisfied . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38-39Summary Table: Average Satisfaction Ratings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40-42Use of Selected City Services: Been to a Virginia Beach recreation center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Visited a City park. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Visited a public beach in Virginia Beach.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Visited a Virginia Beach public library and/or accessed library information by computer from your home or work.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach. . . . 44Summary Table: Percent Who Said They Used Selected City Services. . . . . . . . . . . . . . . . . 45Percent Satisfied With Some City Services (User vs. Non-User). . . . . . . . . . . . . . . . . . . . . . . . 46Average Satisfaction Scores for Some City Services (2015 User vs. Non-User Ratings). . . . . . . 47Contacted the City by phone (which includes the 3-1-1 system), by Internet, or in person to report a problem, for information, or to conduct business. . . . . . . . . . . . . . . . . . . 48Had any contact with or observed Public Safety, which includes Police, Fire, or Rescue services & the enhanced 911 system. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Preferred Way to Receive Info. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Agreement With: “Virginia Beach is a good place to live”. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 “For the most part, I can conveniently access City services”. . . . . . . . . . . . . . . . . . . . . . . . . 51 “I know how to inform the City about the way I feel on important issues”. . . . . . . . . . . . . . . 52 “My neighborhood is a safe place to live”. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 “The houses in my neighborhood are well maintained”. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 “Virginia Beach, in general, is a safe place to live”. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 “Overall, I receive a good value for my City tax dollar”.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 “The roads I use in Virginia Beach are generally too congested”. . . . . . . . . . . . . . . . . . . . . 54Summary Table: Percent Who Agreed With Each Statement About Virginia Beach. . . . . . . 55Summary Table: Average Agreement Scores for Statements About Virginia Beach. . . . . . . 56Most Important Thing City Should do to Make Virginia Beach a Better Place to Live (2015 Responses Only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57-58

Chapter Four: Demographics

Zip Code/Own vs. Rent Home/Number of Years Lived in Virginia Beach. . . . . . . . . . . . . . . . 59Children Under Age 18 in Household/Registered to Vote/Age/Ethnic Origin. . . . . . . . . . . . . . 60Educational Attainment/Yearly Household Income/Gender. . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Appendices

Misc. Reasons for Dissatisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62-70Key Findings by Zip Code: Percent Satisfied With City Services Overall (all Zip Codes).. . . . . . . . . . . . . . . . . . . . . . . . 71 Percent Satisfied With Appearance of My Neighborhood (all Zip Codes). . . . . . . . . . . . . . . 72 Percent Satisfied With Condition of Streets in My Neighborhood (all Zip Codes).. . . . . . . . 73 Survey Results (for individual Zip Codes). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74-81

2015 Questionnaire Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82-86


Chapter One: Executive Summary


Ch. 1 - Pg. 1

Executive Summary

~ ~ Overview ~ ~

The 2015 Virginia Beach City Services Satisfaction Survey was conducted by Continental ResearchAssociates, Inc., a full-service market research firm in Hampton Roads. This project was coordinatedby Ms. Tonya Martin, a Management and Budget Analyst II, in the City’s Budget and ManagementServices Department. This study was designed to measure residents’ views on City services andattributes. Currently done on a bi-annual basis, resident satisfaction surveys have been performedsince 1995.

With about 452,000 residents, Virginia Beach is the most populous independent city in Virginia.Given its coastal location with 35 miles of beaches and desirable weather, residents of Virginia Beachenjoy a very good quality of life. As a result of the City’s earlier rapid growth, there remain challengesrelated to roads, traffic, school funding, etc. Prior surveys have addressed these issues, andresidents’ opinions relative to growth are being tracked over time.

In Virginia Beach, revenues related to tourism help keep residential real estate taxes down (currently99¢ per $100 of assessed value). Despite this relatively low real estate tax rate, the City providesextensive services to residents. For example, the current $1.9 billion operating budget includesmoney for 1,257 police officers and firefighters, 86 schools, 10 libraries, 7 recreation centers, andmany other things. In addition, the City’s Capital Improvement Program funds $313 million inconstruction projects: wider roads, better schools, and infrastructure.*

This survey research was designed to measure whether community expectations for these Cityservices are being met. The survey questions were similar to prior years, focusing on the City’sdesire to provide services that are valued by taxpayers and enhance their quality of life. This trackingsurvey is an important tool that can help the City reach its goal of exceeding community expectations.

Over 500 randomly-selected Virginia Beach residents were interviewed for this study. The datacollection was completed over a four-week period beginning October 19 , 2015. The sample sizeth

of 520 provides a very favorable Margin of Error (the max. is ± 4.3%) and represents residents of thecommunity well.

This report displays the 2015 results along with comparative data from the six most recent studies.Once again, in 2015, taxpayers offered high satisfaction ratings (i.e., above 90%) for many servicesand noted some areas they would like to see improved. When comparing these results to earlieryears, changes in the scores over time were statistically tested to identify significant differences.

~ ~ Highlights ~ ~

! Most Virginia Beach residents contacted were eager to participate in this research andappreciated the opportunity to provide feedback to the City.

! A very impressive 96.0% agreed with the statement: “Virginia Beach is a good place to live.”

! In terms of a global measure, Virginia Beach residents were satisfied with City services overall(94.0%).

! When residents who have been to (or used the services at) certain places in the past 12 monthswere compared to those who did not use/visit them, the user satisfaction levels were oftensignificantly higher (e.g., public libraries, recreation centers, and the City’s parks).

* Source: Budget & Management Services Department


Ch. 1 - Pg. 2

Executive Summary (cont’d)

~ ~ Highlights (cont’d) ~ ~

! When a series of statements were posed, nearly everyone (94.6%) agreed that: “For the mostpart, I can conveniently access City services.”

! Also, the vast majority (94.0%) agreed with the statement: “Virginia Beach, in general, is a safeplace to live.”

! “My neighborhood is a safe place to live” also rated high, with 90.2% saying they agreed.

! Of the 30 City services and characteristics evaluated in this study, 19 scored above 80% insatisfaction (i.e., a commonly-used threshold).

! Over half of those surveyed (57.5%) said they had contacted the City in the past 12 months (byphone, Internet, or in person) to report a problem, for information, or to conduct business. Ofthe 299 respondents who had contacted the City, 89.6% reported being satisfied with thecourtesy of City employees.

! When asked to name one thing the City should do to make Virginia Beach a better place to live,dealing with traffic flow problems, improving the roads, lowering taxes, and seeking employerswith good job opportunities were among the top comments.

~ ~ Participant Profile ~ ~

By design, each Zip Code was represented in its proper proportion for this survey. A broad cross-section of Virginia Beach residents participated. In fact, within the survey’s Margin of Error, theoverall demographic profile reflects that of Census data for adult heads-of-households.

Avg. (median) age 46 yrs. oldAvg. (median) number of years lived in Virginia Beach 22 yrs.% who are homeowners 72.1%% who are renters 27.9%% who have children in household 37.7%% who are Caucasian 69.0%% who are African American 17.3%% who are from another ethnic background 13.7%% who have completed education beyond high school 81.9%% who reported being registered voters 78.8%Avg. (median) household income $72,250

~ ~ Evaluating City Services and Characteristics ~ ~

In this survey, each respondent was asked to evaluate 30 City services and characteristics. Tomanage Don’t Knows, the interviewers encouraged participants to voice a general opinion even if heor she had no recent experience with a service. While most residents readily rated the 30 Cityservices and characteristics, a few people could not respond to certain questions. In reporting thoseresults, all “Don’t Know” responses were excluded from the tabulations. (Footnotes in the Ch. 3tables indicate the number who didn’t respond to a given question.)

The bar chart on the next two pages shows residents’ satisfaction levels for each item. The greensegment indicates the proportion who were “Very Satisfied,” while red indicates “Very Dissatisfied.”In some instances, only a tiny proportion were “Very Dissatisfied,” so little or no red appears.


Ch. 1 - Pg. 3


~ ~ Evaluation of City Services and Characteristics (cont’d) ~ ~

(chart continues on next page)


Ch. 1 - Pg. 4




94.0% were satisfied with City services “overall”

Of the 30 services and characteristics rated:

! 12 items rated above 90% in satisfaction

! 7 items rated between 80% and 89%

! 11 items rated below the 80% threshold

Ch. 1 - Pg. 5



To compare satisfaction ratings across the 30 items, many localities combine the “Very Satisfied” and“Satisfied” responses to calculate an overall “Percent Satisfied.” Using this approach, a score of 80%(or higher) could be considered the threshold for determining if a rating is favorable. Here, it isimportant to consider that some services tend to rate lower while others often rate higher. The 80%cut-off simply helps decisionmakers identify services that might benefit from additional focus. In thisstudy, 11 items rated below that 80% cut-off.

The most important measure of resident satisfaction is the global question where 94.0% reportedbeing satisfied with “City services overall.” In a special regression analysis, researchers examinedthose elements that best predict this overall satisfaction. While a number of things were significant,the one most influential factor was the resident’s perception of the “Courtesy of City Employees.”

Many of the individual services and programs had high levels of satisfaction, and 19 of the 30services/characteristics exceeded the target threshold of 80% being satisfied. It is particularly goodnews that 12 of those even exceeded 90% (see next page).

When tracking the “Percent Satisfied” over time, it is important to note that it is a combinedpercentage and therefore less sensitive to trends/change. A combined percentage can mask thevariation in individual ratings (e.g., some people who were “Satisfied” one year may become “VerySatisfied” the next, but it won’t be noticeable). Because of this, it is more fruitful to use the average(mean) satisfaction scores when analyzing changes or trends over time. Although residents’satisfaction with each service was measured on a four-point word scale (i.e., not a numeric scale),we can assign numbers to each word (Very Satisfied=4, Satisfied=3, Dissatisfied=2, and VeryDissatisfied=1) to calculate a mathematical average (i.e., a mean).

The table on the next page shows the average ratings for 2015, and more detailed year-to-yearcomparisons are found in Chapter 3. To compare average ratings over time, a t-Test procedure wasperformed to identify any “statistically significant” changes. In Chapter 3, significant increases ordecreases in the average satisfaction scores over time are noted. A key explains the significance.For example, the letter “f” denotes a significant improvement in satisfaction since 2013, while theletter “z” means the opposite (i.e., a significant decline).


Ch. 1 - Pg. 6



City Service/Characteristic Being Rated:%

Satisfied*

Avg.

Rating**

Fire Department services 98.8% 3.49

Paramedic & Rescue Squad services 98.3% 3.51

The City’s public libraries 97.3% 3.47

Recreation centers 97.3% 3.44

Museums, the aquarium, & cultural arts activities 96.5% 3.41

911 Emergency Telephone Center 95.9% 3.34

~~ CITY SERVICES (OVERALL) ~~ 94.0% 3.14

Horticultural & Agricultural services 93.8% 3.25

City parks 93.5% 3.33

The overall appearance of the City 91.7% 3.13

Police Department services 91.7% 3.31

Courtesy of City employees 91.0% 3.12

Overall appearance of your neighborhood 90.4% 3.26

The City’s 3-1-1 system 89.8% 3.07

The public beaches in the City 88.3% 3.20

Trash collection & recycling services 86.0% 3.12

The public school system in Virginia Beach 85.8% 3.14

Efforts to combat gang activity & gang violence 83.1% 2.98

Mental health & intellectual disability services 81.0% 2.91

The condition of streets in your neighborhood 80.8% 3.00

Efforts to protect natural resources/environment/open green space 79.1% 2.93

Drinking water & wastewater collection services 78.8% 2.94

Job opportunities in Virginia Beach 76.9% 2.93

City’s work w/ other communities to address regional issues 76.6% 2.89

The level of communication the City has with its residents 74.6% 2.84

Services for needy or homeless families 72.5% 2.79

Planning for residential development 71.9% 2.79

Planning & construction of new City roads 71.7% 2.77

Maintenance of existing City roads & bridges 71.3% 2.76

Opportunity citizens have to share their opinions 67.9% 2.73

The flow of traffic in the City 50.4% 2.42

* “Very Satisfied” & “Satisfied” responses combined.

** Avg. Rating Scale: 4=Very Satisfied 3=Satisfied 2=Dissatisfied 1=Very Dissatisfied


Significant Changes in the Avg. Satisfaction Scores 2015 compared to both 2011 and 2013*

2011 2013 2015

Avg. Rating Avg. Rating Avg. Rating

The City’s recreation centers 3.34 3.40 3.44 8 over 2011

The City’s efforts to combat gang activity & gang violence 2.86 2.93 2.98 8 over 2011

The job opportunities in Virginia Beach 2.81 2.90 2.93 8 over 2011

Planning for residential development 2.67 2.77 2.79 8 over 2011

The opportunity citizens have to share their ideas & opinions before the City makes imp. decisions 2.63 2.72 2.73 8 over 2011

Maintenance of existing City roads & bridges 2.62 2.72 2.76 8 over 2011

Planning and construction of new City roads 2.56 2.70 2.77 8 over 2011

The flow of traffic in the City 2.28 2.44 2.42 8 over 2011

____________________________________________________________

The City’s drinking water & wastewater collection services 3.11 3.01 2.94 9 over 2011

Ch. 1 - Pg. 7



When comparing the 2015 average satisfaction ratings to 2013, there was very little change in theaverage scores. In fact, none of the 30 items showed a significant improvement or decline in termsof average satisfaction ratings when compared to 2013. That is because the 2013 scores generallyrepresented more favorable scores, and those higher ratings were maintained in 2015.

In 2013, seven items had shown a significant improvement over 2011. Six of the seven again scoredhigh in satisfaction in 2015, also representing a significant improvement over 2011. The six ratingswere: job opportunities in Virginia Beach, planning for residential development, the opportunitycitizens have to share their ideas/opinions before the City makes important decisions, maintenanceof existing City roads and bridges, planning and construction of new City roads, and the flow of trafficin Virginia Beach.

In addition, in 2015, two other items were a significant improvement over 2011: the City’s recreationcenters and efforts to combat gang activity and gang violence. While those satisfaction levels hadincreased in 2013, it was only when they further improved in 2015 that the scores became a“significant improvement over 2011.”

* Based on a t-Test of the means.


Ch. 1 - Pg. 8


~ ~ “Users” vs. “Non-Users” of Seven City Services ~ ~

After respondents were asked to rate the 30 City programs/services, corresponding “use” measureswere obtained for seven of them. Those use rates varied between 49.6% and 80.2%.

Use Rates

In the past 12 months, have you or your family:

Next, the “user” responses were paired with their respective satisfaction ratings to see if users ratedservices higher than non-users. (FYI: The public safety “use” question was not paired.) The “user”responses were analyzed to determine whether people with firsthand experience were more (or less)satisfied than those with no recent experience. Ideally, one might hope that residents with firsthandexperience would rate a service higher than someone who is less familiar.

A t-Test analysis was used to evaluate the differences in the average satisfaction scores betweenusers and non-users. Here, user satisfaction ratings were significantly higher (than non-user ratings)for three of the six paired scores:

1) the City’s public libraries

2) the City’s recreation centers

3) the City’s parks


Ch. 1 - Pg. 9


~ ~ Agreement With Statements About Virginia Beach ~ ~

A series of eight statements about living in Virginia Beach were presented to respondents. Eachperson was asked to indicate whether he or she “Strongly Agreed,” “Agreed”, “Disagreed,” or“Strongly Disagreed” with the statement. The topics related to safety, accessing services, taxes,aesthetics, quality of life, communication, and traffic. (Note: The traffic congestion item was wordedsuch that “agreement” suggested displeasure.) The bar graph below displays each statement andthe distribution of responses, where green indicates “Strongly Agree.”

Residents’ Feelings About Each Statement:

As was done earlier, the “Strongly Agree” (green) and “Agree” (purple) responses were combined tosummarize the overall percent who “Agreed” with each statement. Here, an overwhelming 96.0%agreed that “Virginia Beach is a good place to live,” 94.6% felt they could conveniently access Cityservices, and 94.0% said Virginia Beach is a safe place to live.

The chart on the next page shows the numeric average agreement ratings (based on a 1 to 4 scale,where a 4 means “Strongly Agree”). These averages are placed beside the summarized “percentwho agreed” with each statement.


Ch. 1 - Pg. 10


~ ~ Agreement With Statements About Virginia Beach (cont’d) ~ ~

Do you Strongly Agree, Agree, Disagree, or StronglyDisagree with these statements about Virginia Beach:

% WhoAgree*

Avg.Rating**

“Virginia Beach is a good place to live.” 96.0% 3.43

“For the most part, I can conveniently access City services.” 94.6% 3.24

“Virginia Beach, in general, is a safe place to live.” 94.0% 3.20

“My neighborhood is a safe place to live.” 90.2% 3.18

“The houses in my neighborhood are well maintained.” 88.7% 3.14

“Overall, I receive a good value for my City tax dollar.” 80.0% 2.89

“I know how to inform the City about the way I feel on important issues.” 73.1% 2.84

“The roads I use in Virginia Beach are generally too congested.” [NOTE: Agreement indicates dissatisfaction.] 72.7% 2.93

* “Strongly Agree” + “Agree”

** Average Rating Scale: 4=Strongly Agree 3=Agree 2=Disagree 1=Strongly Disagree

As noted earlier, 96.0% agreed with the statement “Virginia Beach is a good place to live.” Thecorresponding average (mean) agreement score is 3.43 out of a possible 4.00 (where 4=StronglyAgree, 3=Agree, 2=Disagree, and 1=Strongly Disagree). The high average suggests that aconsiderable number said they “Strongly Agree” (48.3%) with the statement.

The City works hard to provide residents with easy access to all services, and 94.6% of therespondents agreed with the statement about conveniently accessing City services. Thecorresponding average (mean) agreement score was 3.24.

In terms of feeling safe, residents seem quite comfortable. An impressive 94.0% said that the Cityof Virginia Beach is a safe place to live. And, just over 90% felt that their own neighborhood is a safeplace to live. In the last full year of published data, the Part I crime rate for Virginia Beach was 23.2crimes per 1,000 residents, and it was the lowest since 1963. (Property crimes make up 93.3% ofthese crimes.)* The City is working hard to prevent and solve crime, and residents’ opinions reflectthose efforts.

One question addressed property maintenance and the appearance of the respondent’s ownneighborhood. Here, we find 88.7% of those surveyed feeling that, “The houses in my neighborhoodare well maintained.” While favorable, this does suggest some room for improvement.

* Source: Virginia Beach Police Department 2014 Annual Report


Ch. 1 - Pg. 11


~ ~ Agreement With Statements About Virginia Beach (cont’d) ~ ~

Next, respondents reflected on the perceived value received for their tax dollar. This represents aglobal measure of satisfaction with City services. When this statement was read, “Overall, I receivea good value for my City tax dollar,” 80.0% of those surveyed agreed. Clearly, even in difficulteconomic times, most residents in Virginia Beach feel they are receiving a fair value from the City.

In terms of communication, it is important for residents to believe that they can reach the City to sharetheir views. Here, 73.1% of those surveyed agreed with the statement, “I know how to inform the Cityabout how I feel on important issues.” While at one time, this might have involved going to a CityCouncil meeting or contacting an official by phone or letter, today the City interacts through manyvehicles including Facebook, Twitter, YouTube, the 3-1-1 system, and Flickr. Addressing traffic issues has been a definite priority for the City. Levels of agreement with the trafficstatement, however, indicate that congestion remains a significant concern for residents. Drive-timevehicle volumes on City roads can certainly impact one’s quality of life, so when asked about theiragreement with the statement, “The roads I use in Virginia Beach are generally too congested,” aboutthree-quarters (72.7%) agreed. Without a doubt, many residents are frustrated by traffic.

~ ~ Special Analysis: What makes Virginia Beach a good value? ~ ~

As a global measure of residents’ satisfaction, the “value” question is important. When taxpayers feelthey are getting a good value for their tax dollar, the City is essentially “providing what people wantto buy at a fair price.” In a regression analysis examining the various City services/characteristics onthis survey, the following six items (in order of importance) most predicted taxpayer satisfaction withthe value received for one’s tax dollar:

The maintenance of existing City roads and bridgesThe drinking water and wastewater collection servicesThe overall appearance of the CityThe level of communication the City has with its residentsThe 911 Emergency Telephone CenterThe public school system

~ ~ Special Analysis: What influences “Overall Satisfaction”? ~ ~

As mentioned earlier, another important measure is residents’ overall satisfaction with City services.In a regression analysis examining the various City services/characteristics, the following six items(in order of importance) most predicted taxpayers’ overall satisfaction with City services:

The courtesy of City employeesThe drinking water and wastewater collection servicesThe opportunity residents have to share their ideas/opinionsThe overall appearance of the CityThe maintenance of existing City roads and bridgesThe Police Department services

Another interesting predictor of overall satisfaction has to do with what residents participate in withinthe community. There were five Yes-No questions on the survey asking about: visiting a recreationcenter, a park, the public beaches, a library, or a museum/aquarium/cultural arts activity.


Ch. 1 - Pg. 12


~ ~ Special Analysis: What influences “Overall Satisfaction”? (cont’d) ~ ~

Creating a summary variable that shows how many “Yes” responses the respondent gave (for visitinga recreation center, a park, the public beaches, a library, or a museum/aquarium/cultural arts activity),the person could have a score between zero and five. The resulting tabulation was interesting, as5.6% did none of those activities, 6.3% said “Yes” to one, 12.5% reported two, 20.0% did three,28.5% said “Yes” to four, and 27.1% did all five. The relationship between saying “Yes” to doingthese activities and one’s overall satisfaction with City services was statistically significant (i.e., asthe number of “Yes” responses increased, so did one’s level of overall satisfaction with City services).

~ ~ Communicating With Residents ~ ~

Since 2011, survey participants have been asked an open-ended question about how they wouldprefer to get information about City programs, services, and issues. The top four 2015 mentions were:posting on the City’s website (25.0%), sending information by email (20.8%), mailing pamphlets ora newsletter (12.1%), and using the printed newspaper (11.3%). These preferences have changedsomewhat over time, with fewer people requesting mailed materials and more being willing to seekout information on the City’s website.

~ ~ Making Virginia Beach a Better Place to Live ~ ~

Survey participants were also asked to suggest one thing the City should do to make Virginia Beacha better place to live. While their responses reflect a tremendous array of topics, 10.0% did say theyfeel “everything is fine as is.” The six most mentioned suggestions were to: reduce traffic flowproblems (9.2%), improve or construct roads (8.3%), lower taxes (4.8%), bring in more/better jobs(4.6%), improve the public schools (4.4%),and reduce crime (4.0%). A complete list of suggestionscan be found later in this report.

~ ~ Conclusion ~ ~

Because of the scientific nature of this survey, the data in this report represents the community well.These opinions reflect a broad cross-section of residents, particularly those who never attend a publicmeeting or phone a Council member. We believe that it is very important for residents to be heard,and we know that participants appreciate the opportunity to express how they feel about living inVirginia Beach.

Without question, the residents of Virginia Beach enjoy a very nice quality of life. Only 4.1% of thoseinterviewed said that Virginia Beach is not a good place to live right now. Most people reported anappreciation for raising their families in a modern, attractive, and safe community with many activitiesand amenities. Survey participants said things like: “I would not choose to live anywhere else,”“Virginia Beach is such a vibrant town with so much happening,” “I am really excited about theschools here,” “There are so many things here that we could never find elsewhere; we are stayingeven after my husband retires from the military,” and “When relatives visit from Ohio, they are veryenvious of our lifestyle here.”

Every city has advantages and disadvantages, and taxpayers understand that. While there are theusual traffic issues, residents told us that they appreciate how these challenges are being addressedand projects completed. Taxpayers understand that both traffic tie-ups and road maintenance issuesare directly related to the number of cars on the roads. Because Virginia Beach is such a desirable


Ch. 1 - Pg. 13


~ ~ Conclusion (cont’d) ~ ~

tourist destination, residents recognize that some of the traffic is seasonal. They do, however, saythings like: “We need more roads,” “Hold off on more building until we can get this situation under

control,” and “We need many more thoroughfares, like Ferrell Parkway, to expedite traffic.”

Good jobs are a welcome addition to every community. The recent recession officially ended in June2009, but the labor market has made slow progress toward recovery. While 76.9% were satisfiedwith the employment opportunities in Virginia Beach, good jobs remain a priority for many residents.A number of respondents discussed the need for more high-quality jobs: “I’m having to work two low-

pay, part-time jobs because the job market here is not good,” “I have been under-employed since Ifinished my Master’s,” and “We need more large companies here so we will have better jobs available.”Residents do accept that these issues are not limited to their own city and are eager to see newcorporations locating here.

With respect to tracking data, the results of this City Services Satisfaction Survey continue to be veryfavorable. The bar chart on page 14 of this chapter shows how satisfaction with City services hasbeen quite high for many years, with the 2015 score being the highest (94.0% satisfied). Thismeasure represents the primary purpose of this survey - - to make sure residents are satisfied withCity services. Although the bar chart begins in 2003, the 2015 “94.0% satisfied” is actually thehighest score reported since 1998.

Five other tracking charts follow the “Satisfaction with City Services” on page 14. In all cases (goodplace to live, safe city, safe neighborhood, appearance of the city, and conveniently accessing Cityservices), the ratings continue to be quite high. They reflect life in a good community where residentsfeel comfortable, safe, and content with their quality of life.

It was a pleasure to talk with your residents. An Appendix in the back of this report contains a numberof verbatim comments that reflect commentary gleaned whenever a person was explaining some levelof dissatisfaction. While we have reported many positive results here, it is important to give full valueto any resident who wanted to offer suggestions for improvement.

In addition to this main report, a variety of other analyses have been performed. By reviewingdetailed crosstabulations, one can see many interesting patterns. A brief PowerPoint presentationhas also been prepared and the raw survey data made available to the City. Please feel free tocontact the author at [email protected] if you have any questions.


(n=499) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Ch. 1 - Pg. 14

Executive Summary: Tracking Data

These charts display tracking data to demonstrate how Virginia Beach residents have enjoyed highlevels of satisfaction for many years. While variations are visible, few patterns emerge. It is normalfor data to fluctuate from year to year, so small changes are not likely to be significant.

OVERALL SATISFACTION WITH CITY SERVICES(Percent Satisfied)

OVERALL SATISFACTION WITH THE APPEARANCE OF THE CITY(Percent Satisfied)

NOTE: The (n=__) beneath each column indicates the number of people who responded to the question.

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)


(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Ch. 1 - Pg. 15

Executive Summary: Tracking Data (cont’d)

PERCENT WHO AGREE VA BEACH IS A GOOD PLACE TO LIVE

PERCENT WHO AGREE VA BEACH IS A SAFE PLACE TO LIVE


(n=500) (n=498) (n=500) (n=500) (n=500) (n=504) (n=520)


(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Ch. 1 - Pg. 16

Executive Summary: Tracking Data (cont’d)

PERCENT WHO AGREE “MY NEIGHBORHOOD” IS ASAFE PLACE TO LIVE

PERCENT WHO AGREE THEY CAN CONVENIENTLYACCESS CITY SERVICES



Chapter Two: Procedural Information


Ch. 2 - Pg. 17

Methodology

This 2015 survey of Virginia Beach residents was performedby Continental Research Associates, Inc. A total of 520randomly-selected residents were interviewed by landlines andcell phones over a one-month period beginning October 19 .th

The purpose of this tracking study was to learn how peoplefeel about living in Virginia Beach and evaluate the manyservices provided by the City. An initial benchmark study wasperformed in 1995, and similar tracking surveys have beenconducted periodically since then. The current schedule is bi-annual.

~ ~ Questionnaire Design ~ ~

Initially, Continental Research worked with representativesfrom the City’s Budget & Management Services Department toreview the objectives of the 2015 study. For trackingpurposes, the questionnaire was based on the 2013 (andprior) City Services Satisfaction Studies. While several editsand deletions were discussed with the City, the final, approvedquestionnaire was quite similar to 2013.

As is customary, an initial screening section was used to verifythat each participant was an adult head of household,eliminate businesses, and verify that the respondent lived inthe city. To be respectful of residents’ valuable time, thesurvey was limited in length.

While most questions had fixed answer choices, thequestionnaire did include an open-ended question askingabout the most important thing the City should do to makeVirginia Beach a better place to live. Those responses wererecorded verbatim and coded at the conclusion of datacollection.

The survey included a series of 30 satisfaction ratings for Cityservices and attributes (and an overall rating of satisfaction).Then, the respondent was asked to agree or disagree witheight statements about life in Virginia Beach. Since attitudesare influenced by many things (e.g., the news, the economy,friends), each person was encouraged to share opinions, evenabsent firsthand experience with a particular service.

So analysts could compare the responses of those who hadused a given service with those who had not, seven Yes-Noquestions were added reflecting the use of some services.Residents were also asked how they would prefer to getinformation about the City along with a variety of demographicquestions. The detailed, 61-item survey can be found in theAppendix of this report.

At a Glance

! This tracking study was com-

missioned by City of Virginia

Beach and coordinated by the

Budget & Management Services

Department

! Similar tracking studies have been

conducted since 1995

! The study was performed by

Continental Research Associates,

Inc. of Norfolk, VA

! A 19-minute telephone survey of

520 randomly-selected residents

included landlines and cell phones

! The questions were similar to

prior years; the 2015 instrument

was fully pre-tested

! The surveys were administered by

professional interviewers over a 4-

week period beginning Oct. 19 th

! Once the target households were

randomly selected, six attempts

were made to reach each

! Initial contacts were made in the

evening, Sun. through Thurs.

! CATI technology was used to

administer the surveys and enter

the responses; a supervisor

monitored the calls

! The data was analyzed using IBM’s

SPSS statistical software

! This report displays tracking data

since 2003


Ch. 2 - Pg. 18

Methodology (cont’d)

~ ~ Questionnaire Design (cont’d) ~ ~

The draft questionnaire was pre-tested by senior staff members on a sub-sample of 33 Virginia Beachhouseholds. The purpose of the pre-test process was to identify any wording, sequence, or formatchanges that could improve the survey. No changes were made as a result of the pre-test. The finalversion of the questionnaire took an average of 19 minutes to administer. While this is quite lengthy,most residents became quickly involved in the survey and were willing to share their time. Only ninepeople did not complete the survey after beginning, and those interviews were replaced.

~ ~ The Sample Frame ~ ~

To adequately represent the residents of Virginia Beach, the sample frame included both landlinesand cell phone numbers. The landline list was generated by Continental Research using acopyrighted in-house software program that uses a random two-digit sequence to replace the last twodigits of known residents’ home phone numbers. This ensures the inclusion of new and unlistednumbers. Although randomized digits do result in a larger number of “Disconnects,” they areimportant in creating a representative sample.

There is an ever-increasing segment of residents who have cell-phone-only households. To ensuretheir inclusion, the sample frame was augmented with nearly 40% cell phone numbers. While all ofthose numbers were known to be from mobile phone sales offices in Virginia Beach, some phonenumbers were later eliminated because the customer resided in another city. Ultimately, just over35% of the surveys were completed by cell phone.

Both lists were screened to eliminate businesses and non-working numbers. Using Computer-Assisted Telephone Interviewing (CATI) software, an electronic sample management system kepttrack of each call attempt made. To ensure that the final sample would be geographicallyrepresentative, target quotas were set for each Zip Code and updated on a daily basis.

~ ~ Data Collection ~ ~

After the pre-test was completed, the Senior Project Director held a lengthy briefing session (onOctober 19 ). Precision in the data collection phase is critical to the quality of the research. A teamth

of seven highly-skilled, staff interviewers were assigned to this study. Most had worked on other Cityof Virginia Beach surveys, and all were very familiar with the city.

Each interviewer had extensive training. Three were bilingual (Tagalog, Spanish, and French),although language barriers were not an issue during this study. The Senior Project Directorpresented detailed instructions on how to administer the questionnaire. Role-playing exercises wereused to practice the proper pace for conducting the interview and various types of probes werediscussed.

The phone calls originated from the Continental Research offices in Norfolk. To address thechallenge of landlines being answered by females more often, the interviewers alternated asking forthe male and female head of household.


Ch. 2 - Pg. 19

Methodology (cont’d)

~ ~ Data Collection (cont’d) ~ ~

Initial phone calls were made between 5:15 and 9:15 p.m. Monday through Thursday and from 4 to9 p.m. on Sunday. These times are the most productive and ensure the inclusion of both working andnon-working adults. When a resident asked to be called back at a later date or time, a computerizedappointment system managed the schedule. To ensure a representative sample of Virginia Beachresidents, each household selected for inclusion in the study was called at least six times (on differentdays/times) before a substitute phone number was added to the sample frame.

Using Computer-Assisted Telephone Interviewing (CATI) technology, the data collectors keyed thesurvey responses into the computer. A supervisor was present during all fieldwork and electronicallymonitored the interviewers’ work constantly. Using Dameware, he could hear both sides of theconversation and visually observed the recording of the answers. The supervisor fully monitored atleast 38% of the calls and partially monitored an additional 25%. That is well above the 5 to 10%industry standard for validation.

A daily de-briefing session was held to discuss how Virginia Beach residents were responding to thequestions. These meetings are also used to determine when current events or media coverage couldbe impacting the survey responses. When that happens (which it did not), we delay the datacollection. The de-briefings also provide anecdotal information that is useful when interpreting thetabulated findings.

~ ~ Data Analysis ~ ~

Prior to each work shift, the tallies for each Zip Code were reviewed to help manage the sample. Asthe fieldwork was completed, a consolidated SPSS data file was created to expedite the codingprocess and run preliminary tabulations. Each survey was checked for logic and completeness.

Each open-ended answer was carefully read by a coder. Responses were grouped into categoriesand given a numeric code for tabulation. Those numeric codes were keyed into the survey responsefield and verified by a second data entry operator for 100% accuracy. The data were prepared foranalysis, and the sideline remarks relating to dissatisfaction were exported for inclusion in theAppendix of this report.

Along the right margin of Chapter 3, the 2015 results are shown beside the data collected since 2003.(Earlier years may be available from the City.) When reviewing the tables, generally speaking, thepercentages will total vertically to 100% (allowing for second-digit rounding). The (n= ___) indicatorbeneath each column tells the number of people who responded to that particular question (i.e.,“Don’t Know” responses are excluded).

When the average scores are shown to compare results over time, the significance of any changein those averages was tested using a t-Test statistic. The t-Test uses a computer calculation thatidentifies when two averages (i.e., both the means and their distributions) are “significantly different”from one another. Any differences over time, trending up or down, found to be significant areindicated.


Ch. 2 - Pg. 20

The Margin of Error

Because random selection was used to create the sample of Virginia Beach households to besurveyed, the results quite accurately reflect the opinions of the City’s residents. The term “Marginof Error” represents the maximum amount (with 95% certainty) that a percentage in the report mightvary from a full census of households. Many municipal surveys employ a sample of 300 residents,but this study used a larger sample (i.e., 520) to allow the data to be broken out by sub-groups.

In terms of sampling, it is often not useful to increase the sample size after a certain point becausethere is a minimal impact in terms of reducing the “Margin of Error” (see chart below). The greatest“value for the dollar” occurs when adding more interviews near the top of this chart.

# of Completed The Maximum Interviews: “Margin of Error”:

100 ± 9.8 percentage points 200 ± 6.9 300 ± 5.6 400 ± 4.9 500 ± 4.4 600 ± 4.0 1000 ± 3.1 1500 ± 2.5

This random sample of 520 Virginia Beach households produces results that are accurate within ±4.3percentage points (worst case) when compared to a complete census of Virginia Beach households.The ±4.3% figure applies to any figure in this report that is near 50%, where n=520. Smaller or largersurvey percentages (e.g., 30% said Yes) are even more accurate (i.e., they have a smaller “Marginof Error”). The chart below shows the Margin of Error for various percentages a reader might find inthis report.

If the report The “Margin percentage is: 99% of Error” is: ±0.9%

95% ±1.9%

90% ±2.6%

80% ±3.4%

70% ±3.9%

60% ±4.2%

- - - - - - - 50% Highest Margin of Error ±4.3% - - - - - - -

40% ±4.2%

30% ±3.9%

20% ±3.4%

10% ±2.6%

5% ±1.9%

1% ±0.9%

The maximumMargin of Errorfor this study is:

± 4.3%

(n=520)


Ch. 2 - Pg. 21

About Making Comparisons

The City has conducted similar satisfaction surveys since 1995. While this report presents the resultsfrom 2003, 2005, 2007, 2009, 2011, 2013, and 2015, other years may be available from the City.

Although it is best to use the exact same question wording each year, a few questionnaire changeshave occurred over time. Most were slight edits, only minimally affecting the tracking.

Because the proportion of “Don’t Know” responses does vary from year to year (and “Don’t Know”responses can distort the results), the figures in this report reflect those who actually responded toa given question. If “Don’t Know” responses occurred for a question, they were noted and excluded.

It is important to remember that this survey is not intended to “rank” City departments or comparethem to one another. Each department provides unique services, and some are more likely thanothers to be rated favorably simply based on the nature of the work they do. This is a universal truthin all communities.

Virginia Beach has enjoyed very high “satisfaction” ratings over the years, with many items ratingabove 90%. Since the scores are so high, small fluctuations over time are expected and do notnecessarily indicate a significant change.

The “satisfaction” and “agreement” questions on this survey used a word scale for responses (seebelow). To facilitate more precise tracking and make comparisons between groups, the responsechoices were assigned numeric values so averages could be calculated. These mathematicalaverages could then be used to identify any statistically significant changes over time or differencesbetween groups.

It is important to note that tracking a “Percent Satisfied” is less precise (than working with averages)because the “Percent Satisfied” is based on grouping two responses (“Very Satisfied” and “Satisfied”).Averages are much more able to identify changes over time. In calculating the mathematicalaverages, the following numeric values were used:

4 = Very Satisfied (the highest rating) 4 = Strongly Agree (the highest rating)

3 = Satisfied 3 = Agree

2 = Dissatisfied 2 = Disagree

1 = Very Dissatisfied (the lowest rating) 1 = Strongly Disagree (the lowest rating)

NOTE: In both cases, the scale midpoint would be 2.5.

On several report tables, t-Test results are indicated. A t-Test is a statistical technique that tests fordifferences in the distribution of the individual responses and averages over time or between groups(e.g., users vs. non-users). This mathematical formula determines whether the differences betweentwo groups are random or “statistically significant.” Significant results (i.e., significant increases ordecreases) are always noted.


Chapter Three:Survey Results

NOTE: Only people with opinions were included in the calculations and charts (i.e., “Don’t Know” responses were excluded from calculations).


Ch. 3 - Pg. 22

Satisfaction Ratings

Think for a moment about living in the City of Virginia Beach. Are you Very Satisfied, Satisfied,Dissatisfied, or Very Dissatisfied with:

The overall appearance of the City

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 25.0% 25.2% 27.2% 28.0% 26.2% 25.2% 23.1%

Satisfied 64.2% 66.2% 68.4% 66.0% 67.8% 67.1% 68.7%

Dissatisfied 8.8% 7.2% 3.8% 5.4% 5.2% 6.9% 6.7%

Very Dissatisfied 2.0% 1.4% 0.6% 0.6% 0.8% 0.8% 1.5%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.12 3.15 3.22 3.21 3.19 3.17 3.13

Overall Percent Satisfied = 89.2% 91.4% 95.6% 94.0% 94.0% 92.3% 91.7%

# of people who had no opinion(excluded from calculations) = 0 0 0 0 0 0 0

The City’s Fire Department services

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 48.3% 39.2% 50.1% 50.2% 50.4% 50.4% 50.4%

Satisfied 50.7% 60.2% 49.3% 48.8% 48.4% 49.0% 48.5%

Dissatisfied 1.0% 0.6% 0.4% 0.6% 1.0% 0.6% 1.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=495) (n=500) (n=499) (n=498) (n=500) (n=504) (n=520)

Mean (Average) = 3.47 3.39 3.49 3.49 3.49 3.50 3.49



Mean Scale: 4 = Very Satisfied3 = Satisfied2 = Dissatisfied1 = Very Dissatisfied


Ch. 3 - Pg. 23


Are you Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied with:

The City’s Paramedic and Rescue Squad services

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 45.1% 34.6% 53.2% 53.3% 54.5% 53.0% 53.3%

Satisfied 52.9% 62.2% 44.4% 44.5% 43.9% 46.0% 45.0%

Dissatisfied 1.8% 3.0% 1.6% 2.0% 1.6% 1.0% 1.5%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=497) (n=500) (n=498) (n=497) (n=499) (n=504) (n=520)

Mean (Average) = 3.43 3.31 3.50 3.51 3.53 3.52 3.51



The City’s Police Department services

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 39.4% 33.8% 39.6% 39.2% 41.2% 40.7% 40.4%

Satisfied 55.6% 62.0% 54.3% 53.0% 51.0% 50.8% 51.3%

Dissatisfied 3.8% 3.6% 5.4% 6.8% 6.6% 6.9% 7.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=500) (n=497) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.33 3.29 3.33 3.30 3.32 3.31 3.31


# of people who had no opinion

(excluded from calculations) = 2 0 3 0 0 0 0

Mean Scale: 4 = Very Satisfied

3 = Satisfied

2 = Dissatisfied

1 = Very Dissatisfied


Ch. 3 - Pg. 24



The City’s Horticultural and Agricultural services, including the City-operated Farmers Market onDam Neck Rd.

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 27.3% 21.3% 26.0% 22.7% 31.3% 28.2% 31.6%

Satisfied 66.6% 72.5% 65.1% 67.9% 62.5% 64.2% 62.2%

Dissatisfied 5.9% 5.8% 8.5% 9.0% 6.0% 6.8% 5.4%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=494) (n=484) (n=481) (n=489) (n=496) (n=500) (n=516)

Mean (Average) = 3.21 3.15 3.17 3.13 3.25 3.20 3.25



The City’s public libraries

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 43.8% 49.4% 54.0% 52.0% 50.9% 42.9% 51.0%

Satisfied 51.8% 48.0% 44.0% 46.0% 48.0% 55.2% 46.3%

Dissatisfied 4.0% 2.4% 1.6% 2.0% 0.7% 2.0% 1.5%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=444) (n=504) (n=520)

Mean (Average) = 3.39 3.47 3.52 3.50 3.49 3.41 3.47





Ch. 3 - Pg. 25



The City’s recreation centers

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 28.8% 43.3% 48.3% 45.4% 40.8% 43.6% 47.2%

Satisfied 66.7% 50.7% 48.5% 49.8% 52.7% 52.6% 50.1%

Dissatisfied 3.2% 5.4% 2.8% 4.4% 5.7% 3.6% 2.5%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=496) (n=499) (n=493) (n=500) (n=495) (n=502) (n=519)

Mean (Average) = 3.23 3.37 3.45 3.40 3.34 3.40 3.44



The City’s parks

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 27.5% 34.7% 39.4% 40.8% 36.4% 37.7% 39.2%

Satisfied 68.3% 58.1% 55.8% 52.4% 57.2% 57.1% 54.2%

Dissatisfied 3.8% 6.4% 4.6% 6.2% 5.8% 5.0% 6.5%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=499) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.23 3.27 3.34 3.33 3.29 3.32 3.33





Ch. 3 - Pg. 26



The City’s 911 Emergency Telephone Center

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 30.5% 27.5% 36.5% 38.6% 39.9% 37.3% 38.7%

Satisfied 65.2% 68.9% 60.9% 60.0% 57.1% 60.2% 57.2%

Dissatisfied 4.1% 3.0% 2.5% 1.4% 3.0% 2.2% 3.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=488) (n=499) (n=488) (n=492) (n=496) (n=498) (n=514)

Mean (Average) = 3.26 3.23 3.34 3.37 3.37 3.35 3.34



The City’s museums, the aquarium, and cultural arts activities

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 33.7% 41.8% 44.6% 45.9% 47.9% 46.0% 44.8%

Satisfied 60.5% 52.0% 49.4% 47.1% 46.5% 49.6% 51.7%

Dissatisfied 5.4% 5.8% 5.8% 6.4% 4.8% 3.8% 2.9%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=500) (n=496) (n=497) (n=499) (n=504) (n=520)

Mean (Average) = 3.27 3.35 3.38 3.38 3.41 3.41 3.41





Ch. 3 - Pg. 27



The public beaches in the City

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 29.6% 26.8% 32.2% 33.4% 34.9% 32.9% 33.8%

Satisfied 52.6% 56.6% 53.5% 55.2% 53.3% 56.2% 54.4%

Dissatisfied 15.2% 13.2% 11.9% 8.8% 10.2% 9.5% 9.8%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=497) (n=500) (n=499) (n=504) (n=520)

Mean (Average) = 3.09 3.07 3.15 3.19 3.21 3.21 3.20



The job opportunities in Virginia Beach

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 14.3% 13.1% 16.3% 13.2% 11.2% 13.7% 19.0%

Satisfied 63.6% 64.3% 63.9% 56.7% 62.4% 64.6% 57.9%

Dissatisfied 19.6% 19.9% 18.0% 25.3% 22.4% 19.3% 19.8%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=489) (n=498) (n=479) (n=494) (n=490) (n=497) (n=520)

Mean (Average) = 2.90 2.88 2.95 2.78 2.81 2.90 2.93





Ch. 3 - Pg. 28



The City’s drinking water and wastewater collection services

2003 2005 2007 2009 2011 2013 2015

Very Satisfied n/a n/a 26.0% 31.0% 25.8% 22.0% 21.2%

Satisfied 60.0% 57.6% 61.6% 59.9% 57.7%

Dissatisfied 12.0% 9.6% 10.8% 15.3% 15.2%

Very Dissatisfied 2.0% 1.8% 1.8% 2.8% 6.0%

100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.10 3.18 3.11 3.01 2.94

Overall Percent Satisfied = 86.0% 88.6% 87.4% 81.9% 78.8%

# of people who had no opinion(excluded from calculations) = 0 0 0 0 0

The City’s services for needy or homeless families

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 6.2% 7.8% 10.1% 7.5% 7.7% 9.9% 11.0%

Satisfied 62.8% 54.1% 63.3% 66.8% 64.2% 64.6% 61.6%

Dissatisfied 24.9% 32.0% 23.4% 23.0% 24.0% 21.6% 23.1%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=481) (n=497) (n=474) (n=482) (n=491) (n=495) (n=510)

Mean (Average) = 2.69 2.64 2.80 2.79 2.76 2.81 2.79





Ch. 3 - Pg. 29



The City’s mental health and intellectual disability services

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 7.4% 8.4% 11.8% 10.8% 11.1% 9.7% 14.2%

Satisfied 71.0% 69.7% 71.4% 71.4% 71.6% 69.4% 66.7%

Dissatisfied 17.1% 18.4% 14.6% 16.5% 14.7% 17.0% 14.6%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=473) (n=488) (n=465) (n=472) (n=476) (n=483) (n=499)

Mean (Average) = 2.81 2.83 2.93 2.92 2.91 2.85 2.91



The public school system in Virginia Beach

2003 2005 2007 2009 2011 2013 2015


Satisfied 52.6% 52.6% 53.5% 56.1% 53.6%

Dissatisfied 12.0% 10.6% 11.7% 10.6% 10.3%


100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=498) (n=495) (n=499) (n=515)

Mean (Average) = 3.18 3.22 3.15 3.18 3.14





Ch. 3 - Pg. 30



The overall appearance of your neighborhood

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 31.5% 34.0% 41.4% 38.8% 34.0% 41.5% 37.1%

Satisfied 58.5% 56.0% 48.0% 54.6% 54.0% 49.8% 53.3%

Dissatisfied 8.4% 9.0% 9.4% 6.4% 10.4% 6.3% 7.9%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.20 3.23 3.30 3.32 3.20 3.30 3.26



The condition of the streets in your neighborhood

2003 2005 2007 2009 2011 2013 2015

Very Satisfied n/a n/a n/a 26.9% 22.4% 24.4% 22.9%

Satisfied 54.2% 55.7% 56.9% 57.9%

Dissatisfied 16.5% 18.4% 15.1% 16.0%

Very Dissatisfied 2.4% 3.4% 3.6% 3.3%

100.0% 100.0% 100.0% 100.0%

(n=498) (n=499) (n=504) (n=520)

Mean (Average) = 3.06 2.97 3.02 3.00

Overall Percent Satisfied = 81.1% 78.2% 81.3% 80.8%

# of people who had no opinion(excluded from calculations) = 2 1 0 0



Ch. 3 - Pg. 31



The level of communication the City has with its residents

2003 2005 2007 2009 2011 2013 2015

Very Satisfied n/a n/a n/a n/a 12.2% 12.5% 14.2%

Satisfied 61.0% 62.7% 60.4%

Dissatisfied 22.3% 22.0% 20.4%

Very Dissatisfied 4.4% 2.8% 5.0%

100.0% 100.0% 100.0%

(n=498) (n=504) (n=520)

Mean (Average) = 2.81 2.85 2.84

Overall Percent Satisfied = 73.3% 75.2% 74.6%

# of people who had no opinionexcluded from calculations) = 2 0 0

The City’s 3-1-1 system where you can call with a question, a concern, or to get in touch with the Citydepartment who can assist you

2003 2005 2007 2009 2011 2013 2015

Very Satisfied n/a n/a n/a n/a n/a 14.7% 19.0%

Satisfied 73.3% 70.8%

Dissatisfied 10.2% 8.4%

Very Dissatisfied 1.8% 1.8%

100.0% 100.0%

(n=491) (n=510)

Mean (Average) = 3.01 3.07

Overall Percent Satisfied = 88.0% 89.8%

# of people who had no opinionexcluded from calculations) = 13 10



Ch. 3 - Pg. 32



The City’s work with other area communities to address issues impacting our region

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 8.9% 6.9% 9.7% 9.4% 6.9% 8.3% 15.5%

Satisfied 63.4% 65.8% 65.3% 63.7% 70.1% 71.0% 61.0%

Dissatisfied 22.7% 23.9% 22.7% 23.9% 20.3% 18.3% 20.5%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=494) (n=494) (n=484) (n=490) (n=492) (n=496) (n=516)

Mean (Average) = 2.76 2.76 2.82 2.79 2.81 2.85 2.89



The City’s efforts to protect natural resources, the environment, and open green space

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 12.1% 9.8% 11.5% 15.6% 14.6% 14.3% 17.4%

Satisfied 62.0% 54.1% 53.0% 55.3% 65.6% 66.9% 61.7%

Dissatisfied 21.8% 28.1% 28.3% 24.0% 17.2% 16.3% 17.4%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=495) (n=499) (n=494) (n=499) (n=494) (n=496) (n=517)

Mean (Average) = 2.82 2.66 2.69 2.82 2.92 2.93 2.93





Ch. 3 - Pg. 33



City trash collection and recycling services

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 38.8% 30.2% 33.7% 36.8% 28.8% 28.4% 29.0%

Satisfied 54.0% 61.6% 56.6% 53.6% 54.8% 57.3% 56.9%

Dissatisfied 5.8% 6.4% 8.0% 8.2% 11.2% 9.9% 11.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=497) (n=498) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.30 3.20 3.22 3.26 3.07 3.10 3.12



The City’s efforts to combat gang activity and gang violence

2003 2005 2007 2009 2011 2013 2015


Satisfied 64.4% 60.0% 67.0% 64.0% 66.1%

Dissatisfied 22.1% 23.1% 20.0% 19.6% 14.3%


100.0% 100.0% 100.0% 100.0% 100.0%

(n=480) (n=490) (n=494) (n=494) (n=516)

Mean (Average) = 2.85 2.82 2.86 2.93 2.98





Ch. 3 - Pg. 34



The City’s planning for residential development

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 6.6% 4.4% 4.7% 5.3% 7.5% 7.8% 12.7%

Satisfied 54.6% 51.4% 45.8% 56.4% 57.2% 64.4% 59.2%

Dissatisfied 30.9% 34.8% 41.3% 32.0% 30.4% 24.3% 22.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=500) (n=487) (n=488) (n=493) (n=497) (n=520)

Mean (Average) = 2.60 2.51 2.47 2.61 2.67 2.77 2.79



The opportunity citizens have to share their ideas or opinions before the City makes importantdecisions

2003 2005 2007 2009 2011 2013 2015


Satisfied 50.4% 52.6% 54.2% 63.1% 56.7%

Dissatisfied 34.0% 31.7% 31.0% 25.3% 26.3%


100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=496) (n=496) (n=501) (n=517)

Mean (Average) = 2.61 2.61 2.63 2.72 2.73





Ch. 3 - Pg. 35



The maintenance of existing City roads and bridges

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 8.4% 7.6% 7.2% 5.4% 7.2% 7.7% 8.5%

Satisfied 53.0% 56.8% 57.0% 57.4% 53.9% 60.9% 62.9%

Dissatisfied 31.4% 30.0% 31.1% 29.8% 32.3% 27.0% 24.8%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=498) (n=500) (n=499) (n=504) (n=520)

Mean (Average) = 2.63 2.66 2.67 2.61 2.62 2.72 2.76



The flow of traffic in the City

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 3.6% 1.4% 2.4% 2.6% 2.4% 2.8% 3.8%

Satisfied 35.6% 31.4% 33.6% 37.0% 37.8% 48.8% 46.5%

Dissatisfied 43.0% 47.6% 45.0% 46.0% 45.4% 37.7% 37.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 2.25 2.15 2.19 2.28 2.28 2.44 2.42





Ch. 3 - Pg. 36



The planning and construction of new City roads

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 4.0% 2.2% 4.1% 2.9% 4.6% 5.2% 9.9%

Satisfied 45.4% 43.4% 47.4% 45.5% 54.4% 65.0% 61.8%

Dissatisfied 40.3% 45.4% 39.6% 43.9% 33.7% 24.2% 24.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=496) (n=498) (n=487) (n=490) (n=496) (n=500) (n=516)

Mean (Average) = 2.43 2.39 2.47 2.43 2.56 2.70 2.77



The courtesy of City employees

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 18.4% 18.8% 18.6% 20.7% 17.7% 19.0% 22.7%

Satisfied 73.0% 72.4% 75.6% 69.7% 73.6% 73.0% 68.3%

Dissatisfied 7.2% 6.6% 4.4% 8.8% 7.0% 6.7% 7.7%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=498) (n=497) (n=504) (n=520)

Mean (Average) = 3.08 3.08 3.11 3.10 3.07 3.10 3.12





Ch. 3 - Pg. 37



City services (overall)

2003 2005 2007 2009 2011 2013 2015

Very Satisfied 15.4% 19.2% 16.8% 24.4% 20.8% 19.2% 20.8%

Satisfied 77.8% 73.4% 76.6% 67.0% 70.2% 74.6% 73.3%

Dissatisfied 6.2% 6.6% 6.0% 8.2% 7.6% 4.8% 5.6%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.08 3.11 3.10 3.15 3.10 3.12 3.14





Ch. 3 - Pg. 38

Summary Table:Percent Satisfied

(“Very Satisfied” + “Satisfied”)(In descending order based on the 2015 column)

Overall, are you Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied with:

2003 2005 2007 2009 2011 2013 2015

Fire Department services 99.0% 99.4% 99.4% 99.0% 98.8% 99.4% 98.8%

Paramedic & Rescue Squad services 98.0% 96.8% 97.6% 97.8% 98.4% 99.0% 98.3%

The City’s public libraries 95.6% 97.4% 98.0% 98.0% 98.9% 98.0% 97.3%

Recreation centers 95.6% 94.0% 96.8% 95.2% 93.5% 96.2% 97.3%

Museums, the aquarium, & cultural arts activities 94.2% 93.8% 94.0% 93.0% 94.4% 95.6% 96.5%

The 911 Emergency Telephone Center 95.7% 96.4% 97.3% 98.6% 97.0% 97.6% 95.9%

Overall satisfaction with City services 93.2% 92.6% 93.4% 91.4% 91.0% 93.8% 94.0%

Horticultural & Agricultural services (incl. the City-operated Farmers Market) 93.9% 93.8% 91.1% 90.6% 93.8% 92.4% 93.8%

Parks 95.8% 92.8% 95.2% 93.2% 93.6% 94.8% 93.5%

The overall appearance of the City 89.2% 91.4% 95.6% 94.0% 94.0% 92.3% 91.7%

Police Department services 95.0% 95.8% 94.0% 92.2% 92.2% 91.5% 91.7%

The courtesy of City employees 91.4% 91.2% 94.2% 90.4% 91.3% 92.1% 91.0%

The overall appearance of your neighborhood 90.0% 90.0% 89.4% 93.4% 88.0% 91.3% 90.4%

The City’s 3-1-1 system n/a n/a n/a n/a n/a 88.0% 89.8%

The public beaches in the City 82.2% 83.4% 85.7% 88.6% 88.2% 89.1% 88.3%

City trash collection & recycling services 92.8% 91.8% 90.4% 90.4% 83.6% 85.7% 86.0%

The public school system in Virginia Beach n/a n/a 86.2% 88.0% 85.7% 88.0% 85.8%

The City’s efforts to combat gang activity & gang violence n/a n/a 75.8% 73.1% 77.5% 78.9% 83.1%

(continued)


Ch. 3 - Pg. 39

Summary Table:Percent Satisfied (cont’d)

(“Very Satisfied” + “Satisfied”)

Overall, are you Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied with:

2003 2005 2007 2009 2011 2013 2015

The City’s mental health & intellectual disability services 78.4% 78.1% 83.2% 82.2% 82.8% 79.1% 81.0%

The condition of the streets in your neighborhood n/a n/a n/a 81.1% 78.2% 81.3% 80.8%

The City’s efforts to protect natural resources, the environment, & open green space 74.1% 63.9% 64.6% 70.9% 80.2% 81.3% 79.1%

The City’s drinking water & wastewater collection services n/a n/a 86.0% 88.6% 87.4% 81.9% 78.8%

The job opportunities in Virginia Beach 77.9% 77.3% 80.2% 69.8% 73.7% 78.3% 76.9%

The City’s work with other area communities to address issues impacting our region 72.3% 72.7% 75.0% 73.1% 77.0% 79.2% 76.6%

The level of communication the City has with its residents n/a n/a n/a n/a 73.3% 75.2% 74.6%

Services for needy or homeless families 69.0% 62.0% 73.4% 74.3% 71.9% 74.5% 72.5%

Planning for residential development 61.2% 55.8% 50.5% 61.7% 64.7% 72.2% 71.9%

Planning & construction of new City roads 49.4% 45.6% 51.5% 48.4% 59.1% 70.2% 71.7%

Maintenance of existing City roads & bridges 61.4% 64.4% 64.3% 62.8% 61.1% 68.7% 71.3%

The opportunity citizens have to share their ideas or opinions before the City makes important decisions n/a n/a 59.0% 60.7% 61.9% 70.1% 67.9%

The flow of traffic in the City 39.2% 32.8% 36.0% 39.6% 40.2% 51.6% 50.4%


Ch. 3 - Pg. 40

Summary Table:Average Ratings

(In descending order based on the 2015 column)

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2015 column. The t-Test key canbe found on page 42.

Overall, are you Very Satisfied (4), Satisfied (3), Dissatisfied (2), or Very Dissatisfied (1) with:

t-Test

2003 2005 2007 2009 2011 2013 2015 Results

Paramedic & Rescue Squad services 3.43 3.31 3.50 3.51 3.53 3.52 3.51 a b

Fire Department services 3.47 3.39 3.49 3.49 3.49 3.50 3.49 b

The City’s public libraries 3.39 3.47 3.52 3.50 3.49 3.41 3.47 a

Recreation centers 3.23 3.37 3.45 3.40 3.34 3.40 3.44 a b e

Museums, the aquarium, & cultural arts activities 3.27 3.35 3.38 3.38 3.41 3.41 3.41 a

The 911 Emergency Telephone Center 3.26 3.23 3.34 3.37 3.37 3.35 3.34 a b

Parks 3.23 3.27 3.34 3.33 3.29 3.32 3.33 a

Police Department services 3.33 3.29 3.33 3.30 3.32 3.31 3.31

The overall appearance of your neighborhood 3.20 3.23 3.30 3.32 3.20 3.30 3.26

Horticultural & Agricultural services (incl. the City-operated Farmers Market) 3.21 3.15 3.17 3.13 3.25 3.20 3.25 b c d

The public beaches in the City 3.09 3.07 3.15 3.19 3.21 3.21 3.20 a b

The public school system in Virginia Beach n/a n/a 3.18 3.22 3.15 3.18 3.14

Overall satisfaction with City services 3.08 3.11 3.10 3.15 3.10 3.12 3.14 a

The overall appearance of the City 3.12 3.15 3.22 3.21 3.19 3.17 3.13 w x

The courtesy of City employees 3.08 3.08 3.11 3.10 3.07 3.10 3.12

(continued)


Ch. 3 - Pg. 41

Summary Table:Average Ratings (cont’d)

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2015 column. The t-Test key canbe found on page 42.


t-Test

2003 2005 2007 2009 2011 2013 2015 Results

City trash collection & recycling services 3.30 3.20 3.22 3.26 3.07 3.10 3.12 u w x

The City’s 3-1-1 system n/a n/a n/a n/a n/a 3.01 3.07

The condition of the streets in your neighborhood n/a n/a n/a 3.06 2.97 3.02 3.00

The City’s efforts to combat gang activity & gang violence n/a n/a 2.85 2.82 2.86 2.93 2.98 c d e

The City’s drinking water & wastewater collection services n/a n/a 3.10 3.18 3.11 3.01 2.94 w x y

The City’s efforts to protect natural resources, the environment, & open green space 2.82 2.66 2.69 2.82 2.92 2.93 2.93 a b c d

The job opportunities in Virginia Beach 2.90 2.88 2.95 2.78 2.81 2.90 2.93 d e

The City’s mental health & intellectual disability services 2.81 2.83 2.93 2.92 2.91 2.85 2.91 a

The City’s work with other area communities to address issues impacting our region 2.76 2.76 2.82 2.79 2.81 2.85 2.89 a b d

The level of communication the City has with its residents n/a n/a n/a n/a 2.81 2.85 2.84

Services for needy or homeless families 2.69 2.64 2.80 2.79 2.76 2.81 2.79 a b

Planning for residential development 2.60 2.51 2.47 2.61 2.67 2.77 2.79 a b c d e

Planning & construction of new City roads 2.43 2.39 2.47 2.43 2.56 2.70 2.77 a b c d e

(continued)


Ch. 3 - Pg. 42

Summary Table:Average Ratings (cont’d)

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2015 column.


t-Test

2003 2005 2007 2009 2011 2013 2015 Results

Maintenance of existing City roads & bridges 2.63 2.66 2.67 2.61 2.62 2.72 2.76 a b c d e

The opportunity citizens have to share their ideas or opinions before the City makes makes important decisions n/a n/a 2.61 2.61 2.63 2.72 2.73 c d e

The flow of traffic in the City 2.25 2.15 2.19 2.28 2.28 2.44 2.42 a b c d e

t-TEST KEY: a = significant improvement over 2003 u = significant decline from 2003

b = significant improvement over 2005 v = significant decline from 2005

c = significant improvement over 2007 w = significant decline from 2007

d = significant improvement over 2009 x = significant decline from 2009

e = significant improvement over 2011 y = significant decline from 2011

f = significant improvement over 2013 z = significant decline from 2013

(Based on a Two-Tailed t-Test analysis on the means.)


Ch. 3 - Pg. 43

Use of City Services

We’d like to know which programs and services provided by the City of Virginia Beach you or othermembers of your household have used in the past 12 months. Have you:

Been to a Virginia Beach recreation center

2003 2005 2007 2009 2011 2013 2015

Yes 58.8% 56.2% 58.6% 55.8% 50.8% 52.2% 49.6%

No 41.2% 43.8% 41.4% 44.2% 49.2% 47.8% 50.4%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Visited a City park

2003 2005 2007 2009 2011 2013 2015

Yes 77.6% 71.2% 79.8% 84.8% 75.2% 75.4% 75.6%

No 22.4% 28.8% 20.2% 15.2% 24.8% 24.6% 24.4%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Visited a public beach in Virginia Beach

2003 2005 2007 2009 2011 2013 2015

Yes 78.4% 77.4% 79.6% 85.0% 81.6% 80.8% 80.2%

No 21.6% 22.6% 20.4% 15.0% 18.4% 19.2% 19.8%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)


Ch. 3 - Pg. 44

Use of City Services

In the past 12 months, have you or other members of your household:

Visited a Virginia Beach public library and/or accessed library information by computer from yourhome or work

2003 2005 2007 2009 2011 2013 2015

Yes 79.8% 73.6% 81.6% 80.6% 79.5% 74.6% 71.9%

No 20.2% 26.4% 18.4% 19.4% 20.5% 25.4% 28.1%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=444) (n=504) (n=520)

Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach

2003 2005 2007 2009 2011 2013 2015

Yes 62.8% 65.4% 67.4% 69.4% 70.4% 62.9% 63.5%

No 37.2% 34.6% 32.6% 30.6% 29.6% 37.1% 36.5%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)


Ch. 3 - Pg. 45

Summary Table:Percent Who Said “Yes”


In the past 12 months, have you or other members of your household:

2003 2005 2007 2009 2011 2013 2015

Visited a public beach in Virginia Beach 78.4% 77.4% 79.6% 85.0% 81.6% 80.8% 80.2%

Visited a City park 77.6% 71.2% 79.8% 84.8% 75.2% 75.4% 75.6%

Visited a Virginia Beach public library and/or accessed library information by computer from your home or work 79.8% 73.6% 81.6% 80.6% 79.5% 74.6% 71.9%

Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach 62.8% 65.4% 67.4% 69.4% 70.4% 62.9% 63.5%

Been to a Virginia Beach recreation center 58.8% 56.2% 58.6% 55.8% 50.8% 52.2% 49.6%

(approx. sample sizes º ) (n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)


Ch. 3 - Pg. 46

Percent Satisfied With Some City ServicesUser vs. Non-User

Percent Satisfied: *

2009 2011 2013 2015

Non- Non- Non- Non-

Users Users Users Users Users Users Users Users

The City’s recreation centers 95.0% 95.5% 93.7% 93.4% 97.0% 95.4% 97.7% 96.9%

The City’s parks 92.5% 97.4% 92.3% 97.6% 96.3% 90.3% 93.6% 92.9%

The City’s public beaches 89.2% 85.3% 89.5% 82.4% 89.9% 85.6% 88.0% 89.3%

The City’s public libraries 98.3% 96.9% 98.6% 100.0% 97.6% 99.2% 97.3% 97.3%

The museums, the aquarium, & cultural arts activities in Virginia Beach 93.7% 91.3% 93.5% 96.6% 95.9% 95.2% 95.5% 98.4%

* As in prior years, the term “Satisfied” combines Very Satisfied and Satisfied responses. Because of space

constraints, the 2003, 2005, and 2007 columns were removed.


Ch. 3 - Pg. 47

2015 Ratings Only

Avg. Satisfaction Scores for Some City ServicesUser vs. Non-User Ratings

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant differences in satisfactionbetween the “user” and “non-user” ratings. Those results are shown to the right of the 2015 OverallAvg. column.


2015 2015 2015 t-Test

Users Non-Users Overall Avg. Results

The City’s public libraries 3.55 3.28 3.47 a

The City’s recreation centers 3.57 3.32 3.44 a

The museums, the aquarium, & cultural arts activities in Virginia Beach 3.44 3.35 3.41

The City’s parks 3.37 3.20 3.33 a

The City’s public beaches 3.22 3.13 3.20

t-TEST KEY: a = Users rated significantly higher

b = Non-users rated significantly higher



Ch. 3 - Pg. 48

Contacted the City in the Past 12 Months

In the past 12 months, have you or other members of your household contacted the City by phone(which includes the 3-1-1 system), by Internet, or in person to report a problem, for information, orto conduct business?

2003 2005 2007 2009 2011 2013 2015

Yes 79.4% 76.2% 63.6% 66.2% 61.4% 55.0% 57.5%

No 20.6% 23.8% 36.4% 33.8% 38.6% 45.0% 42.5%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Percent Satisfied With Courtesy of City Employees: *

2009 2011 2013 2015Did Didn’t Did Didn’t Did Didn’t Did Didn’t

Contact City Contact City Contact City Contact City Contact City Contact City Contact City Contact City

90.6% 89.8% 89.3% 94.7% 90.3% 94.3% 89.6% 92.8%

* The term “Satisfied” combines Very Satisfied and Satisfied responses. Because of space constraints, the 2003,

2005, and 2007 columns were removed.


Ch. 3 - Pg. 49

Had Contact With or Observed Public Safetyin the Past 12 Months

In the past 12 months, have you or other members of your household had any contact with orobserved Public Safety, which includes Police, Fire, or Rescue services and the enhanced 911system?

2003 2005 2007 2009 2011 2013 2015

Yes n/a n/a 73.4% 72.2% 64.4% 65.5% 63.1%

No 26.6% 27.8% 35.6% 34.5% 36.9%

100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=504) (n=520)


Ch. 3 - Pg. 50

Preferred Way to Receive Info

How do you prefer to get information about City programs, services, and issues?

2003 2005 2007 2009 2011 2013 2015

The City’s website, VBGov.com n/a n/a n/a n/a 17.8% 23.8% 25.0%

Email from the City 18.6% 23.2% 20.8%

Send pamphlets or newsletter in the mail 21.8% 12.5% 12.1%

In the printed newspaper 13.4% 18.8% 11.3%

“Regular” TV news 8.0% 6.0% 9.8%

Pilot Online 1.8% 2.0% 3.7%

Connect your links to popular search engines 1.4% 0.2% 3.3%

Have a staff member or recorded message call me 3.0% 1.6% 2.9%

Facebook/Twitter 1.0% 0.4% 2.5%

Word of mouth from friends/family 1.8% 1.0% 1.5%

I will call the City to ask for needed information 3.4% 4.4% 1.3%

The City’s cable TV channels 3.4% 2.8% 1.3%

311 Call Center 0.6% 2.6% 1.3%

Send a text to me 0.0% 0.4% 1.0%

Disseminate what’s happening on other websites 1.2% 0.0% 0.6%

Civic league meetings 0.8% 0.0% 0.6%

List things on HamptonRoads.com 1.4% 0.0% 0.4%

Radio 0.2% 0.0% 0.4%

Start sending out Beach Magazine again 0.2% 0.4% 0.2%

Hold Town Hall meetings 0.2% 0.0% 0.0%

100.0% 100.0% 100.0%

(n=500) (n=504) (n=520)


Ch. 3 - Pg. 51

Agreement With StatementsAbout Virginia Beach

Do you Strongly Agree, Agree, Disagree, or Strongly Disagree with these statements:

“Virginia Beach is a good place to live.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree 36.2% 33.8% 39.0% 50.0% 46.2% 44.6% 48.3%

Agree 60.4% 61.8% 57.0% 47.4% 51.0% 51.4% 47.7%

Disagree 2.2% 3.8% 3.6% 2.0% 2.2% 3.4% 3.1%

Strongly Disagree 1.2% 0.6% 0.4% 0.6% 0.6% 0.6% 1.0%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.32 3.29 3.35 3.47 3.43 3.40 3.43

Overall Percent Who Agreed = 96.6% 95.6% 96.0% 97.4% 97.2% 96.0% 96.0%


“For the most part, I can conveniently access City services.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree 16.8% 19.4% 27.8% 35.4% 31.4% 27.4% 30.0%

Agree 77.8% 75.4% 67.6% 60.0% 62.4% 68.1% 64.6%

Disagree 4.4% 4.8% 4.4% 4.0% 5.6% 4.0% 4.6%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.10 3.14 3.23 3.30 3.25 3.22 3.24



Mean Scale: 4 = Strongly Agree3 = Agree2 = Disagree1 = Strongly Disagree


Ch. 3 - Pg. 52



“I know how to inform the City about the way I feel on important issues.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree 14.7% 16.9% 12.2% 17.0% 15.8% 14.1% 15.4%

Agree 61.8% 58.4% 58.4% 53.1% 56.3% 61.3% 57.7%

Disagree 20.5% 21.1% 27.0% 24.6% 25.1% 21.4% 22.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=498) (n=500) (n=499) (n=499) (n=504) (n=520)

Mean (Average) = 2.88 2.89 2.80 2.82 2.85 2.86 2.84



“My neighborhood is a safe place to live.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree 27.4% 26.4% 29.6% 36.6% 30.4% 26.4% 29.0%

Agree 69.0% 67.2% 63.6% 57.0% 61.6% 64.3% 61.2%

Disagree 2.8% 5.8% 5.6% 5.8% 6.8% 8.3% 8.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.23 3.19 3.22 3.30 3.21 3.16 3.18





Ch. 3 - Pg. 53



“The houses in my neighborhood are well maintained.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree n/a n/a n/a n/a 28.0% 24.8% 27.1%

Agree 61.8% 66.5% 61.5%

Disagree 9.4% 7.3% 10.0%

Strongly Disagree 0.8% 1.4% 1.3%

100.0% 100.0% 100.0%

(n=500) (n=504) (n=520)

Mean (Average) = 3.17 3.15 3.14

Overall Percent Who Agreed = 89.8% 91.3% 88.7%

# of people who had no opinion(excluded from calculations) = 0 0 0

“Virginia Beach, in general, is a safe place to live.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree 20.6% 18.5% 19.8% 26.6% 27.6% 24.4% 26.3%

Agree 75.0% 76.3% 73.0% 67.6% 67.0% 70.4% 67.7%

Disagree 3.8% 5.0% 7.0% 5.8% 5.0% 4.6% 5.4%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=498) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 3.16 3.13 3.12 3.21 3.22 3.19 3.20





Ch. 3 - Pg. 54



“Overall, I receive a good value for my City tax dollar.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree 11.2% 12.6% 10.3% 14.8% 14.6% 13.3% 13.1%

Agree 65.9% 63.2% 63.9% 62.4% 60.4% 67.3% 66.9%

Disagree 19.6% 20.0% 20.0% 18.8% 22.8% 15.3% 15.8%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=494) (n=496) (n=500) (n=500) (n=504) (n=520)

Mean (Average) = 2.85 2.84 2.79 2.88 2.87 2.90 2.89



“The roads I use in Virginia Beach are generally too congested.”

2003 2005 2007 2009 2011 2013 2015

Strongly Agree n/a n/a n/a 27.0% 26.6% 20.4% 22.9%

Agree 47.2% 45.6% 47.0% 49.8%

Disagree 23.2% 27.0% 30.0% 25.0%

Strongly Disagree 2.6% 0.8% 2.6% 2.3%

100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=504) (n=520)

Mean (Average) = 2.99 2.98 2.85 2.93

Overall Percent Who Agreed = 74.2% 72.2% 67.5% 72.7%

# of people who had no opinion(excluded from calculations) = 0 0 0 0



Ch. 3 - Pg. 55

Summary Table:Percent Who Agreed

(“Strongly Agree” + “Agree”)(In descending order based on the 2015 column)

Do you Strongly Agree, Agree, Disagree, or Strongly Disagree with these statements about VirginiaBeach:

2003 2005 2007 2009 2011 2013 2015

“Virginia Beach is a good place to live.” 96.6% 95.6% 96.0% 97.4% 97.2% 96.0% 96.0%

“For the most part, I can conveniently access City services.” 94.6% 94.8% 95.4% 95.4% 93.8% 95.4% 94.6%

“Virginia Beach, in general, is a safe place to live.” 95.6% 94.8% 92.8% 94.2% 94.6% 94.8% 94.0%

“My neighborhood is a safe place to live.” 96.4% 93.6% 93.2% 93.6% 92.0% 90.7% 90.2%

“The houses in my neighborhood are well maintained.” n/a n/a n/a n/a 89.8% 91.3% 88.7%

“Overall, I receive a good value for my City tax dollar.” 77.2% 75.7% 74.2% 77.2% 75.0% 80.6% 80.0%

“I know how to inform the City about the way I feel on important issues.” 76.5% 75.3% 70.6% 70.1% 72.1% 75.4% 73.1%

“The roads I use in Virginia Beach are generally too congested.” n/a n/a n/a 74.2% 72.2% 67.5% 72.7%


Ch. 3 - Pg. 56

Summary Table:Average Agreement Scores


These averages could range from a 1.0 (Strongly Disagree) to a 4.0 (Strongly Agree). The midpointof this rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2015 column.

Do you Strongly Agree (4), Agree (3), Disagree (2), or Strongly Disagree (1) with these statementsabout Virginia Beach:

t-Test

2003 2005 2007 2009 2011 2013 2015 Results

“Virginia Beach is a good place to live.” 3.32 3.29 3.35 3.47 3.43 3.40 3.43 a b c

“For the most part, I can conveniently access City services.” 3.10 3.14 3.23 3.30 3.25 3.22 3.24 a b

“Virginia Beach, in general, is a safe place to live.” 3.16 3.13 3.12 3.21 3.22 3.19 3.20 b c

“My neighborhood is a safe place to live.” 3.23 3.19 3.22 3.30 3.21 3.16 3.18 x

“The houses in my neighborhood are well maintained.” n/a n/a n/a n/a 3.17 3.15 3.14

“The roads I use in Virginia Beach are generally too congested.” n/a n/a n/a 2.99 2.98 2.85 2.93

“Overall, I receive a good value for my City tax dollar.” 2.85 2.84 2.79 2.88 2.87 2.90 2.89 c

“I know how to inform the City about the way I feel on important issues.” 2.88 2.89 2.80 2.82 2.85 2.86 2.84

t-TEST KEY: a = significant improvement over 2003 u = significant decline from 2003

b = significant improvement over 2005 v = significant decline from 2005

c = significant improvement over 2007 w = significant decline from 2007

d = significant improvement over 2009 x = significant decline from 2009

e = significant improvement over 2011 y = significant decline from 2011

f = significant improvement over 2013 z = significant decline from 2013



Ch. 3 - Pg. 57

Most Important Thing City Should Focus On(2015 Responses Only)

What is the ONE most important thing the City should do to make Virginia Beach a better placeto live?

Percentage

I think everything is fine 10.0%

Reduce the traffic flow problems in the City 9.2%

Improve roads/Build more/Finish road projects sooner 8.3%

Lower my taxes/fees 4.8%

Need more good jobs/better employment opportunities 4.6%

Improve the schools (more funding/smaller classes) 4.4%

Reduce crime 4.0%

The cost of living is too high 3.5%

Just listen more to citizens/Do more surveys 3.1%

More information should be shared with citizens 2.9%

Do the light rail project 2.5%

Don't do the light rail project 2.5%

Offer more activities and things to do/Family-friendly 2.5%

More police presence 2.1%

Add more bike lanes 1.7%

Need more/free beachfront parking for locals 1.7%

Focus more on locals, not tourists or businesses 1.5%

Increase beautification efforts in the City 1.5%

Stop or reduce population growth 1.3%

Stop jet noise at night 1.3%

Solve the homeless problem 1.3%

Focus more on regionalism and regional solutions 1.3%

Police should enforce the law more (e.g., at the oceanfront) 1.2%

Too much residential development 1.0%

The City needs to plan better for growth 1.0%

Control gangs/Stop gang activity 1.0%

I am concerned that our budget shortfall is over $30 million 1.0%

Stop wasting money and spend our tax dollars carefully 1.0%

Raise City employees' wages/Treat them better 1.0%

Have more customer service training for City employees 1.0%

Create and preserve more green space 1.0%

Maintain existing green spaces better 1.0%

Need more code enforcement 1.0%

Promote tourism more 0.8%

Work for racial harmony 0.8%

(continued)


Ch. 3 - Pg. 58

Most Important Thing City Should Focus On (cont’d)

(2015 Responses Only)

What is the ONE most important thing the City should do to make Virginia Beach a better placeto live? (cont’d)

Percentage

Build more schools 0.8%

I disagree with some elected officials/Want some replaced 0.8%

Too much commercial development 0.6%

Stricter rules at oceanfront 0.6%

Step up Economic Dev. efforts to bring in big businesses 0.6%

Focus on creating walkable communities 0.6%

Attract a professional sports team 0.6%

We need more mental health services and rehab facilities 0.6%

Do more for needy residents 0.6%

Enhance all neighborhoods not just the chosen ones 0.6%

Build more affordable housing 0.4%

Police single out certain people to stop them 0.4%

Get money from sources other than citizens 0.4%

Get the new arena built so we can benefit from the proceeds 0.4%

City staff should respond to requests more quickly 0.4%

Add more public transportation 0.4%

Increase teachers' pay 0.4%

Build more parks 0.4%

We need more roadside litter control 0.4%

Improve our emergency preparedness plans 0.4%

Improve the quality/taste of our tap water 0.2%

Attract more quality retail stores 0.2%

Don't get involved in public-private partnerships 0.2%

Encourage re-development of empty buildings instead of doing new building 0.2%

Educate us on how to better recycle 0.2%

We need more recreation and activities for our youth 0.2%

Allow people to park boats and RVs in their own driveways 0.2%

100.0%

(n=520)


Chapter Four:Demographics


Ch. 4 - Pg. 59

Demographics

Zip Code of Residence

2003 2005 2007 2009 2011 2013 2015

23451 13.4% 13.4% 12.8% 13.4% 13.4% 12.5% 12.9%

23452 14.0% 14.0% 14.0% 14.0% 14.0% 13.1% 13.5%

23453 7.6% 7.6% 7.6% 7.6% 7.6% 7.3% 7.3%

23454 14.2% 14.2% 14.0% 14.2% 14.2% 13.7% 13.8%

23455 11.4% 11.4% 11.4% 11.4% 11.4% 11.3% 11.5%

23456 9.2% 9.2% 9.8% 9.2% 9.2% 10.7% 10.8%

23457 0.8% 0.8% 1.0% 0.8% 0.8% 1.4% 0.8%

23459 0.0% 0.2% 0.0% 0.0% 0.0% 0.0% 0.0%

23462 14.2% 14.0% 14.2% 14.2% 14.2% 14.5% 14.2%

23464 15.2% 15.2% 15.2% 15.2% 15.2% 15.5% 15.2%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Do you own your home or do you rent?

2003 2005 2007 2009 2011 2013 2015

Owns/Has mortgage 76.8% 73.2% 78.0% 71.0% 71.8% 74.8% 72.1%

Rents 23.2% 26.8% 22.0% 29.0% 28.2% 25.2% 27.9%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

How many years have you lived in Virginia Beach?

2003 2005 2007 2009 2011 2013 2015

5 years or fewer 17.8% 15.0% 17.0% 16.4% 15.4% 11.1% 10.6%

6 to 10 years 17.6% 14.8% 13.6% 13.0% 10.0% 12.5% 14.2%

11 to 20 years 25.2% 25.4% 24.4% 21.8% 26.0% 23.4% 22.9%

21 to 30 years 39.4% 44.8% 20.8% 22.8% 24.0% 23.6% 22.9%

31 or more years 24.2% 26.0% 24.6% 29.4% 29.4%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean # of Years = 19.6 yrs. 21.8 yrs. 20.9 yrs. 21.7 yrs. 22.3 yrs. 23.9 yrs. 23.7 yrs.

Median # of Years = 17.0 yrs. 20.0 yrs. 20.0 yrs. 20.0 yrs. 20.0 yrs. 22.0 yrs. 22.0 yrs.

{ {


Ch. 4 - Pg. 60

Demographics

Do you have any children under the age of 18 living in your household?

2003 2005 2007 2009 2011 2013 2015

Yes 43.2% 39.8% 35.6% 38.0% 37.8% 37.5% 37.7%

No 56.8% 60.2% 64.4% 62.0% 62.2% 62.5% 62.3%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%(n=500) (n=500) (n=500) (n=500) (n=504) (n=500) (n=520)

Are you registered to vote in the City of Virginia Beach?

2003 2005 2007 2009 2011 2013 2015

Yes 79.4% 81.8% 81.2% 83.8% 78.8% 78.0% 78.8%

No 20.6% 18.2% 18.8% 16.2% 21.2% 22.0% 21.2%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Age of Respondent

2003 2005 2007 2009 2011 2013 2015

18 to 25* 9.0% 7.0% 6.0% 9.6% 7.0% 6.9% 8.1%

26 to 34 14.0% 16.6% 16.0% 20.4% 19.8% 18.7% 18.3%

35 to 44 26.2% 24.0% 24.8% 22.4% 22.4% 20.0% 20.8%

45 to 54 20.6% 24.2% 24.0% 20.6% 20.4% 20.2% 21.9%

55 to 64 15.2% 14.2% 14.4% 13.2% 13.4% 15.9% 14.0%

65 or older 15.0% 14.0% 14.8% 13.8% 17.0% 18.3% 16.9%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

Mean Age = 46.7 yrs. 46.6 yrs. 46.7 yrs. 44.7 yrs. 46.5 yrs. 47.8 yrs. 47.1 yrs.

Median Age = 45.4 yrs. 46.0 yrs. 46.3 yrs. 44.7 yrs. 45.4 yrs. 47.2 yrs. 46.3 yrs.

*This survey only included adults/heads of household.

Ethnic Origin of Respondent

2003 2005 2007 2009 2011 2013 2015

White (Caucasian) 77.6% 74.4% 74.2% 69.6% 72.4% 72.0% 69.0%

African American 13.4% 19.0% 21.2% 17.4% 17.0% 19.0% 17.3%

Filipino American/Asian/Pacific Islander 4.4% 3.8% 2.4% 6.2% 5.4% 4.0% 6.2%

Hispanic 3.2% 2.2% 1.2% 4.0% 3.6% 3.6% 5.4%

Other 1.4% 0.6% 1.0% 2.8% 1.6% 1.4% 2.1%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)


Ch. 4 - Pg. 61

Demographics

Educational Attainment of Respondent

2003 2005 2007 2009 2011 2013 2015

High school or less 26.6% 25.2% 22.6% 18.0% 19.4% 20.6% 18.1%

1-3 years of college or completed a trade school 34.6% 33.0% 77.4% 82.0% 38.0% 32.9% 36.0%

A 4-year college degree 22.4% 29.2% 25.6% 30.4% 29.0%

Completed a graduate degree 16.4% 12.6% 17.0% 16.1% 16.9%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

NOTE: In 2007 and 2009 (at the request of the client), the education categories were “High school or less”and “Beyond high school.”

Yearly Household Income*

2003 2005 2007 2009 2011 2013 2015

Under $20,000 6.9% 5.3% 5.7% 6.3% 7.3% 7.7% 4.7%

$20,000 to $39,999 22.7% 18.4% 15.6% 12.0% 16.9% 15.4% 17.6%

$40,000 to $59,999 26.9% 28.7% 22.4% 16.9% 17.9% 17.0% 18.0%

$60,000 to $79,999 17.6% 20.2% 18.7% 19.1% 15.7% 14.8% 15.8%

$80,000 to $99,999 11.8% 12.1% 14.2% 14.7% 14.5% 16.2% 14.6%

$100,000 to $124,999 14.1% 15.2% 13.3% 17.5% 14.9% 14.0% 14.4%

$125,000 to $149,999 10.1% 13.4% 12.8% 6.5% 5.1%

$150,000 to $174,999 8.5% 3.8%

$175,000 or more 5.9%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=490) (n=494) (n=487) (n=491) (n=491) (n=494) (n=506)

Mean Income = $60,012 $62,648 $71,376 $77,576 $73,495 $78,197 $80,281Median Income = $55,151 $58,309 $66,703 $75,425 $70,000 $73,424 $72,250

* In 2003 and 2005, the highest category was “$100,000 or more.”In 2007, 2009, and 2011, the highest category was “$125,000 or more.”In 2013, the highest category was “$150,000 or more.”

Gender of Respondent

2003 2005 2007 2009 2011 2013 2015

Male 49.8% 50.0% 49.0% 49.8% 49.6% 47.4% 50.0%

Female 50.2% 50.0% 51.0% 50.2% 50.4% 52.6% 50.0%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504) (n=520)

{ {

{ { {{{ {


Appendices:

Misc. Reasons for Dissatisfaction

Key Findings by Zip Code

2015 Questionnaire Form


Appendices - Pg. 62

Reasons for Dissatisfaction(2015 Responses)

Because of space constraints on the survey, only anecdotal information is used to describe reasons

some people were dissatisfied with a given service. Below is a summary of the sideline comments

related to some “Dissatisfied” ratings.

The overall appearance of the City

I’m not happy when I see many rundown homes in my area of town. It lowers our property values.

They need to do more street sweeping in order for the city to look neat and clean.

W hen the grass is high in medians and at the parks, the city kinda looks bad.

Fire Department services

I am awakened by constant sirens at night.

Paramedic & Rescue Squad services

Every time I call the Paramedics for my mom, they can’t find the address. But, when I had to call the Police

Department, they found us in a heartbeat.

My mother has diabetic nerve pain. The volunteer Paramedics handled her very roughly and almost dropped

her once. They were unkind.

Police Department services

They find reasons to pull over certain people. You know what I mean.

I was in a bar, and a fight broke out. I called 911, but it took way too long for a response. It was a dangerous

situation.

I feel that we see too few police on patrol and in the neighborhoods these days.

Our home was broken into. The officer gave me a card with a phone number that didn’t work.

I am grumpy that they charged me for a false alarm that was not my fault.

W hen I had my stuff stolen, they were no help. My case was reassigned, and the new contact did nothing.

If I were to speed a bit, they’d be all over me.

I got a ticket for following a police officer. Then, on our court date, he never showed up and it was dismissed.

That was a big waste of my time and very stressful.

They need to stop all of the speeding on Shore Drive.

I’m a single mom, and my home was broken into two months ago. They didn’t show up for 30 minutes. Then,

I got mugged at W awa on Rosemont Road, and they took over 30 minutes to respond.

W e need a bigger show of force during certain beachfront weekends and events.

In my neighborhood, the police occasionally drive through. They don’t seem to be around when bad things

happen, though.

The police seem to ignore vagrancy in the resort area. I am afraid to walk the Boardwalk.

Horticultural & Agricultural services, including the City-operated Farmers Market

They need more funding in order to get a bigger space.

The prices at the Farmers Market are ridiculous, and they sometimes fib about items being local.

In a city this large, we should have multiple locations. This one is not convenient for most residents. They

should give all of the surplus veggies to the homeless, too.

The City is mean. Farmers should be able to sell their produce in their own front yards.

Public Libraries

I really want more e-books. I don’t feel safe going inside the libraries.

Increase their funding. They need more resources, and they need to be open past 7 p.m.

Recreation Centers

The recreation centers are really nice in some areas, but not near my home.

It is absurd to pay $80/yr. to go into a recreation center when I pay my taxes also.

Some recreation centers are great, but I live in Birdneck.

(continued)


Appendices - Pg. 63

Reasons for Dissatisfaction (cont’d)

(2015 Responses)

Parks

At Landstown, there is graffiti. They also need to mow more often.

I’d like to see more equipment at the parks. Look at what we lost at Princess Anne Park.

W e really need more parks. Good parks help reduce crime. W e need to keep the kids busy.

You gave away most of Princess Anne Park to Sentara. Now, we don’t have enough ball fields.

I heard that our park is a place where drugs are sold. Monitor the parks and make them for younger kids.

Clean up the beer cans and dog poop, too.

The 911 Emergency Telephone Center

Really poor customer service skills. Plus, they put you on hold before finding out how urgent the call is.

I’ve called twice. Both times, due to high volume, it was automated.

Someone backed into my car and I wanted a police report, but they refused to come since it was on private

property.

W hen calling 911, you should never be put on hold. I was.

I called twice and was put on hold both times. Inexcusable.

During a neighborhood break-in, we called. No one came out, and the guy got away.

My mother was having an asthma attack and was turning blue. They immediately put me on hold.

The City's museums, the aquarium, & cultural arts activities

W e do need more museums. The City shows very little support for the arts here.

They are just too expensive. I’m a single mom and would like my kids to have some culture.

Norfolk has much more culture. W hy can’t Virginia Beach attract more? W e need this.

Because we are local taxpayers and our tax money helps support these things, we should pay a nominal fee

only.

The public beaches in the City

The water in the resort area looks dirty, but that same water in Sandbridge is clear.

The parking situation is so bad that it impacts my use of the beach. Tourists get spaces, but locals don’t.

There is inadequate parking for all of us together. And, there are too many beach rules.

W hy do they allow homeless people to sleep out there? This is bad for tourism.

My concern is too much crime and violence at the beach these days. It’s not safe. Also, the City seems to

be promoting vagrants hanging out there by providing nearby services. It draws them.

The parking is just too expensive. They’re geared to tourists, not locals. W e need discounts.

I think the beaches are less appealing now because we don’t have the funding to keep them nice, and we

have lots of homeless people hanging out there now.

They should allow more stands along the Boardwalk to enhance the experience. There are not enough

vendors for us to patronize; the focus is on hotels.

The job opportunities in Virginia Beach

Stihl is our only “good” employer in Virginia Beach. They pay a fair wage. W e need more big firms.

There is so much private sector favoritism towards military applicants that I don’t stand a chance. W e need

more large companies here so we’ll have better jobs available.

People with a Bachelor’s degree just cannot find entry level jobs here.

These days, with online HR practices, it’s hard to even get an interview. It’s all automated.

W ell, the cost of living is so high here and the jobs pay so little that it’s easy to end up homeless. W e need

programs to help prevent homelessness and people standing on every street corner begging.

W e have very limited opportunities for seniors and also veterans.

W age scales are too low here. Other cities have better-paying jobs. I hate to move, but I will. Even mass

transit is not present to support working people who cannot afford a vehicle.

There is a hiring freeze. I’m a Medical Billing Clerk and was unemployed for over six months before finding

a job. I almost lost everything.

(continued)


Appendices - Pg. 64


(2015 Responses)

The job opportunities in Virginia Beach (cont’d)

If people under age 30 can find a job, it’s usually in fast food. I have a nursing degree.

Most job opportunities are just for part-time, not full-time. And, it requires you to apply online.

W e have so many people struggling here because they can’t find good jobs.

I have a Computer Science degree and cannot find a job. That makes no sense.

W hen you get a college degree, you should not end up cashiering at McDonald’s, but in Virginia Beach, that’s

likely. Or, maybe you can move up to Hardee’s.

W e need more good jobs.

They are not doing enough to attract good industry and higher-paying jobs.

I’m having to work two low-pay part-time jobs because the job market here is not good.

The City's drinking water & wastewater collection services

W e pay an arm and a leg for water, and it smells and tastes bad a fair amount of the time.

My bill has been really high, actually outrageous. I asked them to check for leaks, but they said it was my

responsibility to pay someone to look for outside leaks, even on the City side.

Our water tastes like chlorine. I think it is nasty. And, we often have low water pressure.

There is a storm drain outside of my home that gets stopped up. I keep having to call the City.

The bills are ridiculous because of all of those fees. And, they keep going up.

Even in a vacant property, they charge you for wastewater. That’s wrong. The stormwater drainage issues are getting worse.

I am not dissatisfied with the service, only the cost. But, it does taste a lot like chlorine.

A red fungus builds up in the spigot. Sometimes, the water stinks of chlorine.

I don’t drink the water because I think it’s not high quality. And, they charge too much.

The stormwater fee is ridiculous. Overall, the cost is just too high.

I live alone and I use $10 worth of water. W ith all of the fees, my last bill was $142. Not fair.

Services for needy or homeless families

I find it embarrassing that we have so many homeless people at street corners holding up cardboard signs

and begging. W hen I have company from out of town, they always comment on that. It reflects on us.

Too many homeless vets are still on the streets. W here is the housing they were promised?

The homeless are in a no-win situation. No one wants them to “loiter” nearby. W here are they supposed to

go? They have no jobs, and they are treated poorly everywhere they go. Perhaps we should address the

problem by creating options and opportunities for them.

Off Birdneck Road, there is a large community of urban campers. These people need help.

W e need more shelters and resources to re-settle homeless people. They are a growing segment of our

community.

I think the homeless are mostly there by choice and don’t want our assistance. W e need to deal with their

mental health issues before we can solve the problem of homelessness. But, if people want help, let’s get

them off the streets.

Focus on the working poor so they don’t become homeless. Prevention is easier to tackle.

The petition to keep homeless people off the benches is embarrassing. W e need to show compassion and

work toward housing them, not treating them like dirt.

I see encampments behind W awa with lots of homeless people. W hy do we allow that?

Provide services for families on the brink of homelessness and you will have fewer homeless.

I cannot pay my bills, but Human Services says I make too much to get assistance. They look at gross, not

net income, yet my net income is really low.

Landlords put people out on the street instead of referring them to City programs. W e need more services

to prevent homelessness. Soup kitchens are not enough.

It’s obvious from the number of people on street corners that we’re not solving homelessness. Many, perhaps

most of them, would be happy to have a place to stay at night. Let’s use those old hotels to house them.

And, provide a hot meal. Treat them with dignity and respect.

(continued)


Appendices - Pg. 65


(2015 Responses)

Services for needy or homeless families (cont’d)

Instead of allowing panhandling and sleeping on benches at the beach, let’s do something to really solve the

issue. The oceanfront situation reflects badly on our city and hurts tourism.

W e need to manage the homeless situation much better. I am trying to help a young family with several

children get some services. It has been months. They’re still on a waiting list and remain homeless.

I am concerned about panhandlers and the homeless living outdoors as the weather gets colder.

The City's mental health & intellectual disability services

They need to better screen people to ensure that anyone who is dangerous is held.

I have a child with Cerebral Palsy who is supposed to be in a group home. They let her outside, and I see her

panhandling. She even shoplifted from Farm Fresh when they were supposed to be watching her. Due to

low funding, they simply cannot do a good job.

In order for people with disabilities to feel accepted, the City needs to treat them better.

I feel that Social Services employees are discriminatory and show favoritism.

W e need some work training programs so these people can get meaningful jobs and support themselves. It’s

really hard for those people to get assistance with job skills and life skills.

There should be options besides taking someone to the ER during an episode.

I have an adult family member who is mentally ill and the CSB has been useless. You can’t get services.

My friend was being held for seven days for her own protection. She told them she didn’t want to get out yet,

but they released her anyway. It was very unsafe and frightening.

My stepson needs services, but the waiting lists are ridiculous. W e seem to sweep mental health issues under

the rug.

W e need alcohol and drug rehab programs for kids under age 18. Some people may get an initial evaluation,

but there is no follow-up or program to put them in.

The public school system in Virginia Beach

To enhance morale, pay the teachers more. Stop overcrowding, and focus on core subjects, not SOLs. W e

also need more gifted programs. Pull them out to give them special attention.

Uniforms might improve behavior. Teachers should emphasize speaking proper English.

I work full-time, but Kindergarten is only part-day. That’s a big problem for me.

There are not enough hours in the day for teachers to teach everything and focus on SOLs. I end up teaching

my child at night.

I know there is a teacher shortage, but the quality of our teachers seems to be declining. Maybe it is due to

morale issues, but it seems more like poor training. This system has declined in recent years.

The grading scale is so discouraging (0 to 60 = F) that lots of kids are dropping out of Kempsville High School.

My wife died, and my child was very sad. The elementary school wouldn’t cut him any slack or even show

any understanding.

W e feel Chesapeake has a much better school system, with fewer endemic problems.

A teacher told my Kindergartner to climb up a piece of equipment. He fell and broke both arms. The school

denied any responsibility and would not pay a cent. I’m disgusted with them.

W e should put more resources into gifted programs in order to stay competitive.

My two boys wanted to get into a STEM program, but there were so few spaces most kids were turned away.

Only eight kids from College Park Elementary were allowed in.

At Cox High School, they have roaches. It may be my imagination, but it seems to me that kids are not being

held to very high standards today, and they seem less educated.

Only Kellam High School is modern. The others are outdated and should be torn down or re-habbed. These

kids are the future.

I have a dyslexic child. They don’t teach spelling, only sight reading. My child needs accommodations but

doesn’t get them. I don’t know how to help him.

Morale among teachers is quite low. They are overworked, the kids are more difficult, and administration isn’t

supportive. It’s all about those SOLs, too.

(continued)


Appendices - Pg. 66


(2015 Responses)

The public school system in Virginia Beach (cont’d)

Focus on safety in the schools, and have more security personnel on-site.

The Head Start program is not able to take all of the kids who need it. It needs more funding.

The overall appearance of your neighborhood

I hate to see so much litter scattered around our neighborhood.

W hen I moved here, this was nice. Now, it’s all rundown. I live near an unkempt vacant lot.

I see a bunch of debris piled up along the streets and in yards.

W e have way too many cars parked on the street. And, I don’t like to see so many people just hanging out

(no jobs or anything).

W ell, not all of my neighbors feel the pride of home ownership. It’s getting worse.

I end up mowing the common areas myself because the City doesn’t come by often enough.

So many people are not maintaining their houses. Speed bumps diminish our housing values, too.

There is a drainage area behind my house that is overgrown with vegetation and gets blocked.

The condition of the streets in your neighborhood

W e have lots of potholes. They never came back to re-pave an area that they tore up. They just left it all

messed up. If it snows, we’ve got trouble.

Shore Drive needs to be resurfaced.

Pacific Avenue looks pretty bad. I hate to drive down there because it needs to be re-paved.

Our gutters have sharp metal edges.

They spend money on London Bridge and Lynnhaven Pkwy., but ignore huge potholes in my neighborhood.

W e need street improvements and sidewalks, too. Some streets really need to be re-paved.

Our storm gutters are deteriorated and sagging. The streets all over are a mess.

My house floods when the storm drains get blocked. Regular street sweeping could prevent that.

W e have no sidewalks and there are no painted crosswalks. It’s unsafe.

Our roads are cracked, bumpy, and full of potholes. And, we have significant flooding.

The streets don’t get cleaned, but more importantly, we need sidewalks.

W hen a hurricane messes up our roads, it takes way too long to get back to normal.

I see so many potholes. Take a better look at Shore Drive near the tunnel, too.

The level of communication the City has with its residents

Unless you are a website-watcher, you never know what’s happening. I know magazines cost money, but it

shouldn’t be all online now.

They should do surveys like this more often. This is the first time I’ve been asked for my views.

One time, I called a City Department and left a detailed message, but they never called me back. The ball

was in their court, and they ignored it.

I know they try. But, I’d like to get emails when there are issues with guns, drugs, crime, etc.

I feel that our elected officials live in their own world of affluence and power so they don’t want us to be

involved. They ask what we want, but do whatever they want.

I know postage is expensive, but people like a newsletter in the mail.

During snowfalls and power outages, they don’t tell the elderly what the City can do to assist them. I’ve been

stuck with no power or food or medicines.

I virtually never hear from the City. If I call them, they don’t call me back.

Their TV station is so limited now; it’s hard to know what’s going on in the City.

I suppose the City pretends to listen to us, but I know they really don’t much care.

The City’s 3-1-1 system

I never heard of this, so I guess you need to get the word out.

I can’t be happy with a service if I didn’t even know about it. They should make a big deal out of this.

I tried this system, and they never responded. Twice, that is.

I said I wasn’t satisfied because it wasn’t publicized well. (continued)


Appendices - Pg. 67


(2015 Responses)

The City's work with other area communities to address issues impacting our region

Virginia Beach thinks they are the big guys. W ell, there’s plenty to be gained by playing nicer with our

neighbors. Consider the efficiencies if we did light rail together.

Both the outlet mall and the light rail projects demonstrate how selfish we are.

W e need to work with other cities much more. W e only do that with a little tourism advertising.

W e seem to drag our heels on every cooperative effort. The goal seems to make the process so slow that

it fades out.

W e think we’re better than the neighboring cities. Even when it makes sense to cooperate, we insist on doing

our own thing. W e seem bratty and selfish. I’m embarrassed by this. Light rail and the outlet mall are just

a few recent examples. W e cut off our nose to spite our face.

W e think we can bully other cities. W e need to learn to play well with our neighbors. This is especially evident

in the area of transit (HRT, light rail, roads).

W ith HRT, the City isn’t cooperative in paying our share so we can be a part of the regional system with

frequent service, extended hours, etc. I live off South Independence, and bus service is very poor.

Had we initially cooperated on the light rail stuff, we’d have good transit already.

W e’re so busy with Town Center that we ignore our role in the region’s health. W hy did we quibble over the

access street on Northampton Blvd. for the outlet mall? That was so childish.

For infrastructure, we need to cooperate better to save money.

The City's efforts to protect natural resources, the environment, & open green space

W e need stronger conservation measures instead of just approving projects for the tax revenue. Is there even

a Green Line anymore? Stop issuing permits down there, especially for monster houses. W e do need

affordable housing city-wide, though.

I live by the Courthouse, and they are really overbuilding out here. It is rows of housing with no parks, jogging

paths, trees, or amenities. But, there’s plenty of pavement for a drug store on every corner. W e don’t need

all of these commercial strip centers.

The plan for Sandbridge is discriminatory because they want residents to subsidize the sand replenishment

and beach beautification.

Some trees had eagles living in them, but they allowed them to be cut down.

Out by the Courthouse, they’re paving and building all over the remaining green space.

The City is promoting high-density housing. W e need modest single-family homes.

Fifteen years ago, they started ignoring the Green Line. That was a huge mistake.

Cutting down more trees should be criminal. It takes too long to grow new ones to replace them. Yes, they’re

renewable, but it’s so slow it hardly counts.

They keep moving the Green Line. It makes no sense to do that.

I’m in Pungo, and we are rapidly becoming urban. Trees are being cut down for developments.

Too many developments are being approved. W e will run out of green space soon.

Developers are too powerful with the City, and they are catered to in ridiculous ways.

Apparently, we’ve just eliminated the Green Line now. W e approve building developments everywhere. As

I see it, the City got greedy and wanted the tax income.

City trash collection & recycling services

W hen I call for a bulk pickup, it takes several weeks for them to show up.

The every-other-week plan for recycling is not enough.

W e need service for condos, too.

Actually, I’m quite happy with their services. But, the cost has become unacceptable.

Too many rules about when you have to put out and remove your trash can. And, it’s too expensive. There’s

no help for handicapped folks in getting out their can, either.

This should be part of our taxes, not a separate fee. I resent that.

Now, they have tacked some fees on for garbage disposal. It’s too much!

They don’t do a very good job, and it shows. They spill trash and are rough with our cans, not to mention that

they charge us for this “service” separately.

(continued)


Appendices - Pg. 68


(2015 Responses)

City trash collection & recycling services (cont’d)

Number one - it’s costly. Number two - they often come late or even the next day sometimes.

W e need drop-off recycling centers for apartment dwellers.

They are rough in handling my trash can, and they caused damage.

The City's efforts to combat gang activity & gang violence

Two years ago, my son was shot in College Park and is paralyzed now. W hile two people were jailed, the

gang leader was never caught. He was the shooter. Gangs are still all around us.

W e have gangs here. I hear shootings. Something has to be done. W e need more policing.

It’s clear that the problem is not being solved. Be more aggressive with enforcing curfew laws.

Scarborough Square is a hotbed. There’s a meth lab, gunfire, stabbings, house parties with drugs, and the

police do very little. The Neighborhood W atch was useless.

Follow the graffiti, and find the perps. W e need to hire more police to handle these things. I don’t want to look

around and see spray-painted gang signs.

The police come in and do a survey, but they don’t stick around to do meaningful work to prevent gang

activity. W atch the news, and you’ll see what I mean.

I’d like to ride my bike more, but the thugs are hanging out. W e need to clean up the gangs, especially the

ones at the oceanfront who hurt our reputation.

W e need to pay our police officers more and respect them. They have a hard job dealing with gangs, and the

gangs are ruthless. I watch the news, and it is frightening.

Our house was broken into twice by young people, and we’ve had shootings nearby, too.

Planning for residential development

The City is either very short-handed or cowardly. They don’t come to civic league meetings to discuss

development plans. Out by the Courthouse, they are ruining the land by overbuilding.

Face it. W e are overbuilt already. Stop the building. W e seem to have no real plan.

Around Oceana, they took people’s homes. That was wrong.

W e have enough homes and condos already. The City is at maximum capacity. Stop building.

They are in-filling my single family neighborhood with condos and apartments and bringing down our property

values. Now, it takes 20 minutes just to get out of the neighborhood. This has brought in crime and far too

many people.

They really need to address the issue of limited affordable housing. Everyone wants upscale housing. I think

this was part of a long-term plan, but it got ignored.

W e need a program to re-use empty buildings instead of always tearing them down to build something new.

No developments should be built without first having adequate roads and infrastructure.

The City is very supportive of upscale projects, but not affordable housing. W e need affordable homes.

Only the developers’ needs are considered, not the rest of us who have to deal with growth issues.

W e can’t handle more development... or more construction. W e need to preserve some land.

Don’t allow developers to put up junky residential units. I know that price and quality are related, but there

should be a minimum standard of quality or the permit should not be issued.

The opportunity citizens have to share their ideas or opinions before the City makes important

decisions

If I go to a hearing, they listen but don’t act. If a rich person with money to spread around and high-level

contacts need something, Council is happy to oblige.

They should be actively advocating for light rail if they want to reflect our views.

How can citizens even know what decisions are being considered? The premise of the question assumes my

knowing when and how to share my views. I don’t.

W e have no way to know when input is being accepted, for example with zoning requests.

W e learn things far too late. The intersection of Level Green and Indian River Rd. issue was never discussed

with the neighborhood residents. The City has the money and power, not us.

(continued)


Appendices - Pg. 69


(2015 Responses)

The opportunity citizens have to share their ideas or opinions before the City makes important

decisions (cont’d)

I can’t see why we’d want to get involved with “Uncle Paul’s train to nowhere.” The benefits are few, and the

cost is great. You should listen to the taxpayers on this.

W hen people clearly opposed the mosque, our views were ignored. Council didn’t care.

If you call, you don’t get to talk with anyone important. You tell your opinions to some low-level person. They

pretend to care, but the message never gets to the decision-makers.

I feel that the Council would prefer not to hear from us, and it takes too much time. They really limit our time

for speaking, so it isn’t worthwhile to even go there.

W ith the light rail project, they didn’t listen to us.

No one at the City deserves a raise until they start listening better. Sadly, they do raises behind locked doors.

Maintenance of existing City roads & bridges

Virginia Beach has a pothole problem. It’s really all over, not just in one area, but look at Aragona Boulevard.

Dam Neck didn’t need re-paving. The money should have been used elsewhere instead.

Instead of spending money elsewhere, focus on our roads.

The did a bunch of milling and re-paving work that was really noisy. The whole thing was unnecessary just

for a few potholes. It was a waste of money.

The roads flood, and I consider that to be a road problem that must be solved.

The projects take too long (e.g., new road on Nimmo Parkway). And, we need lots more emphasis on this.

W hen I moved here 25 years ago, the roads were excellent.

At W itchduck Road and Newtown Road, there are big potholes. Other places, too.

Their projects take way too long. One particular intersection was torn up for over 18 months.

They let natural grasses grow in the medians to save money, and it looks terrible. Go back to mowing. And,

inspect the ditches to keep them cleaned out.

I’m tired of paying to re-align my car. The potholes are ridiculous, and some are even dangerous.

W itchduck Road is just full of potholes. Also, they do a poor job when it snows.

The flow of traffic in the City

Traffic signals are poorly timed and should vary by day-part.

Build that Southeastern Expressway. W e really need it.

W e have inadequate roads considering how many cars we have, plus we have tourists here.

It would prevent more accidents if the roads were more adequate. Too many vehicles in too little space. W e

need more highways with limited access points.

The lights on Virginia Beach Boulevard are not synchronized. In fact, they appear to intentionally stop the flow

of traffic every 100 feet.

At 8 a.m., I have to allow an extra 45 minutes just for the traffic near my home. Not acceptable.

I don’t have much to say except that the traffic situation continues to grow worse, not better.

Hilltop is a mess. Too much happening in a small space. And, poor timing of stoplights.

The Interstate heading toward Chesapeake is a mess, and you can’t get off at Indian River Road without a

20-minute backup.

W itchduck and Princess Anne Road took about seven years to complete. At this rate, we can never meet the

traffic needs of the community.

The traffic jams are endless. W e need more roads. This is a deteriorating situation.

W hen we build roads, they are already inadequate. W e wait too late to address traffic issues.

Northampton Boulevard has crazy traffic. All over, I see far too many cars.

Roads like Lynnhaven Parkway are not wide enough.

Every day, the traffic comes to a dead stop because the roads are overloaded.

At night, the construction work really causes traffic issues.

Look more closely at Dam Neck and General Booth. Then, examine Nimmo Parkway.

There is simply too much congestion. The traffic lights are out of sync. They don’t facilitate traffic well in

Virginia Beach. Look at Indian River Road.

(continued)


Appendices - Pg. 70


(2015 Responses)

The flow of traffic in the City (cont’d)

Dam Neck Road is insane, as is Independence Blvd. And, forget getting to the Courthouse.

It is unbearable. Traffic is a never-ending problem. It’s an engineering nightmare.

Independence Boulevard has become a nightmare.

W e need many more thoroughfares, like Ferrell Parkway, to expedite traffic. Start building more roads.

Planning & construction of new City roads

At the end of the year when they have a little money that could have been carried forward, they just waste it

so their budget will be fully spent. That’s how they plan.

The Town Center area continues to be developed, but it cannot handle the existing traffic.

Actually, the City is great at planning. The issue is funding and accomplishing the projects.

W e’re just behind in this. There are way too many drivers on the roads, and we can’t build new ones fast

enough. W ith so many traffic tie-ups daily, we need to feel hopeful that there is a solution. Nimmo Parkway

is great, but we need more roads.

Road planning should involve a certain sequence of activities. You don’t build a ton of homes and then

determine that you need more roads. Hold off on more building until we can get this situation under control.

Holland Road is a mess. It is hard to imagine that was well-planned.

They should have built that Southeastern Parkway. W e really need more roads that can move lots of cars

quickly.

I wonder if this is hopeless because we’re overbuilt. You probably cannot build enough new roads because

there is nowhere to put them.

W e need more roads, and we need a better route for an evacuation during a hurricane.

W e just need more roads - period. And, more limited access routes should be built to move more cars quickly.

At Princess Anne Road to the Courthouse, the widening of the road took way too long.

Clearly, we need to do something with Shore Drive. W hat is the delay there?

The courtesy of City employees

Sometimes, employees act superior and above me when they should be servants of the public.

W hen I was trying to enroll my nephew in school, they were quite rude to me.

I’ve been trying to settle my husband’s estate. The names on the deeds have yet to be changed despite my

doing the paperwork. They give me attitude; and never say “please” or “thank you.”

I needed some DMV work, and the woman was rude to me.

I’ve been treated rudely. That happened when I was in the office to pay my taxes.

Overall satisfaction with City services

W ell, the recreation centers close too early, and I’m really tired of jet noise.


Key Findings byZip Code

NOTE: Please be cautious when examining Zip Codes withsmaller sample sizes.

Also, 23457 was excluded from the individual ZipCode maps because the sample size was too small(n=4).

Under 70%70.0% to 79.9%80.0% to 84.9%85.0% to 89.9%90.0% to 94.9%95.0% to 99.9%100%

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Percent Satisfied With "City Services Overall"

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Percent Satisfied Zip Code (Very Satis. + Satis.) (n=) 23451 91.0% (n=67) 23452 94.3% (n=70) 23453 84.2% (n=38) 23454 95.8% (n=72) 23455 93.3% (n=60) 23456 98.2% (n=56) 23457 100.0% (n=4) 23462 95.9% (n=74) 23464 94.9% (n=79)


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Percent Satisfied With "Overall Appearance of My Neighborhood"

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Percent Satisfied With "Condition of Streets in My Neighborhood"

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Survey Participants in 23451 (n=67)

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Percent Satisfied With the City's: 85.1% Overall appearance 97.0% Fire Department services 95.5% Paramedic & Rescue Squad services 92.5% Police Department services 89.4% Horticultural & Agricultural services, (incl. the City-operated Farmers Market) 94.0% Public libraries 98.5% Recreation centers 95.5% Parks 94.0% 911 Emergency Telephone Center 98.5% Museums, the aquarium, & cultural arts activities 89.6% Public beaches 82.1% Job opportunities 73.1% Drinking water & wastewater collection services 74.2% Services for needy or homeless families 80.3% Mental health & intellectual disability services 86.4% Public school system 76.1% Level of communication with residents 89.4% 3-1-1 system 77.3% Work w/ other area communities to address issues impacting our region 80.6% Efforts to protect natural resources, the environment, & open green space 92.5% Trash collection & recycling services 82.1% Efforts to combat gang activity/gang violence 67.2% Planning for residential development Percent Satisfied With: 89.6% The overall appearance of your neighborhood 77.6% The condition of streets in your neighborhood 62.7% The opportunity citizens have to share their ideas or opinions before the City makes important decisions 65.7% Maintenance of existing City roads & bridges 49.3% The flow of traffic in the City 71.2% Planning & construction of new City roads 89.6% The courtesy of City employees Percent Who Agree With This Statement: 94.0% VB is a good place to live 91.0% I can conveniently access City services 79.1% I know how to inform the City about the way I feel on important issues 86.6% My neighborhood is a safe place to live 88.1% Houses in my neighborhood are well maintained 86.6% VB, in general, is a safe place to live 74.6% I receive a good value for my City tax dollar 71.6% Roads I use in VB are generally too congested

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% Satisfied With City Services OVERALL: 91.0%

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Percent Who Have ____ in the Past 12 Mos.: 41.8% Been to a VB recreation center 70.1% Visited a City park 86.6% Visited a public beach in VB 65.7% Visited a VB public library/accessed library info by computer from hm/wk 68.7% Visited a museum, the aquarium, or attended a cultural arts activity in VB 56.7% Contacted the City to report a problem, for info, or to conduct business 70.1% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 4): 22.4% Printed newspaper 17.9% City's website 14.9% Pamphlets or newsletter in the mail 10.4% Email from the City Most Important Thing to Focus On (top 4): 11.9% Can't think of anything/Everything is fine 7.5% Reduce traffic flow problems in the City 6.0% Improve roads/Build more/Finish sooner 6.0% Don't do the light rail project

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Percent Who Have ____ in the Past 12 Mos.: 50.0% Been to a VB recreation center 80.0% Visited a City park 77.1% Visited a public beach in VB 67.1% Visited a VB public library/accessed library info by computer from hm/wk 57.1% Visited a museum, the aquarium, or attended a cultural arts activity in VB 60.0% Contacted the City to report a problem, for info, or to conduct business 64.3% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 4): 25.7% City's website 24.3% Email from the City 17.1% "Regular" TV news 14.3% Pamphlets or newsletter in the mail Most Important Thing to Focus On (top 7): 11.4% Can't think of anything/Everything is fine 15.7% Improve roads/Build more/Finish sooner 4.3% Lower my taxes/fees 4.3% Need more employment opportunities 4.3% Listen more to citizens/Do more surveys 4.3% More police presence 4.3% Focus more on locals, not tourists/busn

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Percent Who Have ____ in the Past 12 Mos.: 39.5% Been to a VB recreation center 81.6% Visited a City park 84.2% Visited a public beach in VB 76.3% Visited a VB public library/accessed library info by computer from hm/wk 71.1% Visited a museum, the aquarium, or attended a cultural arts activity in VB 60.5% Contacted the City to report a problem, for info, or to conduct business 68.4% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 5): 26.3% Email from the City 18.4% City's website 13.2% Pamphlets or newsletter in the mail 13.2% Printed newspaper 10.5% "Regular" TV news Most Important Thing to Focus On (top 5): 13.2% Can't think of anything/Everything is fine 7.9% Improve roads/Build more/Finish sooner 7.9% Need more employment opportunities 7.9% Improve the schools 7.9% Reduce crime

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Percent Who Have ____ in the Past 12 Mos.: 65.3% Been to a VB recreation center 79.2% Visited a City park 83.3% Visited a public beach in VB 75.0% Visited a VB public library/accessed library info by computer from hm/wk 70.8% Visited a museum, the aquarium, or attended a cultural arts activity in VB 66.7% Contacted the City to report a problem, for info, or to conduct business 66.7% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 5): 27.8% City's website 19.4% Email from the City 13.9% Printed newspaper 9.7% Pamphlets or newsletter in the mail 6.9% "Regular" TV news Most Important Thing to Focus On (top 5): 12.5% Can't think of anything/Everything is fine 9.7% Reduce traffic flow problems in the City 8.3% Improve roads/Build more/Finish sooner 6.9% Improve the schools 5.6% Solve the homeless problem

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Percent Who Have ____ in the Past 12 Mos.: 55.0% Been to a VB recreation center 73.3% Visited a City park 73.3% Visited a public beach in VB 65.0% Visited a VB public library/accessed library info by computer from hm/wk 48.3% Visited a museum, the aquarium, or attended a cultural arts activity in VB 55.0% Contacted the City to report a problem, for info, or to conduct business 58.3% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 5): 23.3% City's website 18.3% Email from the City 15.0% Printed newspaper 13.3% Pamphlets or newsletter in the mail 11.7% "Regular" TV news Most Important Thing to Focus On (top 5): 6.7% Can't think of anything/Everything is fine 15.0% Reduce traffic flow problems in the City 11.7% Improve roads/Build more/Finish sooner 6.7% The cost of living is too high 6.7% Do the light rail project

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Percent Who Have ____ in the Past 12 Mos.: 50.0% Been to a VB recreation center 73.2% Visited a City park 80.4% Visited a public beach in VB 78.6% Visited a VB public library/accessed library info by computer from hm/wk 66.1% Visited a museum, the aquarium, or attended a cultural arts activity in VB 60.7% Contacted the City to report a problem, for info, or to conduct business 55.4% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 4): 39.3% City's website 14.3% Email from the City 10.7% Connect links to popular search engines 7.1% Pamphlets or newsletter in the mail Most Important Thing to Focus On (top 4): 10.7% Can't think of anything/Everything is fine 12.5% Reduce traffic flow problems in the City 10.7% Lower my taxes/fees 5.4% Increase beautification efforts in the City

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Percent Who Have ____ in the Past 12 Mos.: 45.9% Been to a VB recreation center 67.6% Visited a City park 79.7% Visited a public beach in VB 68.9% Visited a VB public library/accessed library info by computer from hm/wk 59.5% Visited a museum, the aquarium, or attended a cultural arts activity in VB 56.8% Contacted the City to report a problem, for info, or to conduct business 68.9% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 5): 20.3% City's website 32.4% Email from the City 12.2% Pamphlets or newsletter in the mail 12.2% "Regular" TV news 9.5% Printed newspaper Most Important Thing to Focus On (top 5): 6.8% Can't think of anything/Everything is fine 9.5% Reduce traffic flow problems in the City 8.1% The cost of living is too high 6.8% Improve roads/Build more/Finish sooner 6.8% Lower my taxes/fees

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Percent Who Have ____ in the Past 12 Mos.: 48.1% Been to a VB recreation center 79.7% Visited a City park 78.5% Visited a public beach in VB 79.7% Visited a VB public library/accessed library info by computer from hm/wk 67.1% Visited a museum, the aquarium, or attended a cultural arts activity in VB 46.8% Contacted the City to report a problem, for info, or to conduct business 54.4% Had contact with/observed Public Safety Preferred Way to Get Info About VB (top 5): 27.8% City's website 19.0% Email from the City 11.4% Pamphlets or newsletter in the mail 10.1% "Regular" TV news 8.9% Printed newspaper Most Important Thing to Focus On (top 4): 8.9% Can't think of anything/Everything is fine 10.1% Reduce traffic flow problems in the City 10.1% Need more employment opportunities 7.6% Reduce crime

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Appendices - Pg. 82

2015 City of Virginia Beach City Services Satisfaction Survey

Hello, I’m calling on behalf of the City of Virginia Beach. I’m ______ with Continental Research, andwe’re conducting this survey to see how residents feel about City services. The results will be usedfor future planning. (If needed... your phone number was randomly selected from among all residents.)

INTV: Alternate male/female head of household as designated. Target 30 - 35% cell phones.

S1) Are you a resident of Virginia Beach? 9 Yes9 No (Politely terminate interview)

S2) Are you at least 18 years of age? 9 Yes9 No (Politely terminate interview)

S3) Is this a home or a business? 9 Home9 Business (Politely terminate interview)

Q1 To begin with, may I ask your Zip Code? 2 3 4 __ __ (Check quotas)

Think for a moment about living in the City of Virginia Beach. Overall, are you Very Satisfied,Satisfied, Dissatisfied, or Very Dissatisfied with ______? (Rotate Q2 - Q32)

VS S D VD D/K

Q2 4 3 2 1 7 The overall appearance of the City

Q3 4 3 2 1 7 Fire Department services

Q4 4 3 2 1 7 Paramedic & Rescue Squad services

Q5 4 3 2 1 7 Police Department services

Q6 4 3 2 1 7 Horticultural & Agricultural services, including the City-operatedFarmers Market on Dam Neck Road

Q7 4 3 2 1 7 The City’s public libraries

Q8 4 3 2 1 7 Recreation centers

Q9 4 3 2 1 7 Parks


Appendices - Pg. 83

VS S D VD D/K

Q10 4 3 2 1 7 The 911 Emergency Telephone Center

Q11 4 3 2 1 7 The City’s museums, the aquarium, & cultural arts activities

Q12 4 3 2 1 7 The public beaches in the City

Q13 4 3 2 1 7 The job opportunities in Virginia Beach

Q14 4 3 2 1 7 The City’s drinking water & wastewater collection services

Q15 4 3 2 1 7 Services for needy or homeless families

Q16 4 3 2 1 7 The City’s mental health and intellectual disability services

Q17 4 3 2 1 7 The public school system in Virginia Beach

Q18 4 3 2 1 7 The overall appearance of your neighborhood

Q19 4 3 2 1 7 The condition of the streets in your neighborhood

Q20 4 3 2 1 7 The level of communication the City has with its residents

Q21 4 3 2 1 7 The City’s 3-1-1 system where you can call with a question, a concern,or to get in touch with the City department who can assist you.

Q22 4 3 2 1 7 The City’s work with other area communities to address issuesimpacting our region

Q23 4 3 2 1 7 The City’s efforts to protect natural resources, the environment, &open green space

Q24 4 3 2 1 7 City trash collection & recycling services

Q25 4 3 2 1 7 The City’s efforts to combat gang activity & gang violence

Q26 4 3 2 1 7 Planning for residential development

Q27 4 3 2 1 7 The opportunity citizens have to share their ideas or opinions beforethe City makes important decisions

Q28 4 3 2 1 7 Maintenance of existing City roads & bridges

Q29 4 3 2 1 7 The flow of traffic in the City

Q30 4 3 2 1 7 Planning & construction of new City roads


Appendices - Pg. 84

VS S D VD D/K

Q31 4 3 2 1 7 How about the courtesy of City employees?

Q32 4 3 2 1 7 I’d like to get your overall satisfaction with City services. Are you VerySatisfied, Satisfied, Dissatisfied, or Very Dissatisfied overall?

Q33 What is the ONE most important thing the City should do to make Virginia Beach a better placeto live?

________________________________________________________________________

_______________________________________________________________________

We'd like to know which programs and services provided by the City of Virginia Beach you orother members of your household have used in the past 12 months. Have you ____?

Yes No (Rotate Q34 - Q38)

Q34 1 2 Been to a Virginia Beach recreation center

Q35 1 2 Visited a City park (Emphasize: In the past 12 months)

Q36 1 2 Visited a public beach in Virginia Beach

Q37 1 2 Visited a Virginia Beach public library and/or accessed library information by

computer from your home or work

Q38 1 2 Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach

Q39 Have you or anyone in your household contacted the City by phone(which includes the 3-1-1 system), by Internet, or in person to report aproblem, for information, or to conduct business? 1- Yes 2- No

Q40 Have you had any contact with or observed Public Safety, which includesPolice, Fire, or Rescue services and the enhanced 911 system? 1- Yes 2- No

Q41 Tell me, how do you prefer to get information about City programs, services, and issues?

(Do Not Read Choices - One response)

01- Printed newspaper 04- “Regular” TV news 07- Email from the City 10- 311 Call Center

02- Pilot Online 05- Civic league meetings 08- City's website, VBGov.com 11- Facebook/Twitter

03- City’s Cable TV Channels 06- Friends/Family 09- Radio

Other ___________________________


Appendices - Pg. 85

Next, I'd like to know if you Strongly Agree, Agree, Disagree, or Strongly Disagree with thesestatements:

SA A D SD D/K

Q42 4 3 2 1 7 Virginia Beach is a good place to live

Q43 4 3 2 1 7 For the most part, I can conveniently access City services

Q44 4 3 2 1 7 I know how to inform the City about the way I feel on important issues

Q45 4 3 2 1 7 My neighborhood is a safe place to live

Q46 4 3 2 1 7 The houses in my neighborhood are well maintained

Q47 4 3 2 1 7 Virginia Beach, in general, is a safe place to live

Q48 4 3 2 1 7 Overall, I receive a good value for my City tax dollar

Q49 4 3 2 1 7 The roads I use in Virginia Beach are generally too congested

Q50 Do you own your home or do you rent? 1- Owns/Has mortgage 2- Rents

Q51 And, how many years have you lived in Virginia Beach? ___ ___ yrs.

Q52 Do you have any children under the age of 18 living in your household? 1- Yes 2- No

Q53 And, which age group fits you? Just stop me when I say it: (Read Choices)

1- 18 to 25, 4- 45 to 54,

2- 26 to 34, 5- 55 to 64, or

3- 35 to 44, 6- 65 or older?

Q54 Just a few more quick questions... To be sure we interview all groups of people, which racialor ethnic group best represents you? Would it be: (Read Choices)

1- White (Caucasian), 4- Asian or Pacific Islander,

2- African American, 5- Hispanic, or

3- Filipino American, x- Something else? _______________


Appendices - Pg. 86

Q55 What is the highest level of education you have completed? (Read Choices)

1- High school or less

2- 1-3 years of college or completed a trade school

3- A 4-year college degree

4- Completed a graduate degree

Q56 Are you registered to vote in the City of Virginia Beach? 1- Yes 2- No

Q57 Lastly, which LETTER includes your total yearly household income? Just stop me when I saythe right letter. Is it: (Read Choices)

(Probe: I just need to mark off that I have interviewed someone in

each category. Should I mark off A....)

1- A) Under $20,000, 4- D) $60,000 to $79,999, 7- G) $125,000 to $149,999

2- B) $20,000 to $39,999, 5- E) $80,000 to $99,999, 8- H) $150,000 to $174,999

3- C) $40,000 to $59,999, 6- F) $100,000 to $124,999, 9- I) $175,000 or more?

0- Refusal after probe

Q58 Gender: 1- Male 2- Female

CLOSING: Thanks for sharing your time with me today.

We will present the results of this survey to City Council in January.

Soon after that, the report will be posted on the City’s website VBGov.com.


Continental Research Associates, Inc.

4500 Colley Avenue

Norfolk, VA 23508

Ph. 757-489-4887 Fax 757-440-1549

www.ContinentalResearchUS.com

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