Agenda Item 8BAGENDA ITEM# 8B
JANUARY 13,2014
AGENDA ITEM NO. ___ _
DATE:
CITY OF ATLANTIC BEACH
CITY COMMISSION MEETING
STAFF REPORT
AGENDA ITEM: Citizen Survey
DATE: November 5, 2013
SUBMITTED BY: Michael D. Classey, Chief of Police
SRATEGIC PLAN LINK: N/A
BACKGROUND:
--------------------
The police department began using citizen surveys in 2004 for the purposes of obtaining
feedback from the citizens, measuring agency performance and gauging the satisfaction level of
services. The survey questions have remained the same so the results in 2004 continue to serve
as a baseline for all future surveys.
The department conducted additional surveys in 2010 and 2013 with the last being completed
October. Five hundred citizens were randomly selected from across the city from the utility bill
list and the surveys were mailed out to them. Response rates have ranged between 22 and 24%
(108 -121) which is very good for a mail out survey.
There were a total of 14 questions on the survey with some intended to elicit an open ended
' response. Other questions were formulated using a Likert-type scale for the response. The rating
scale ranged from 1 to 4 with 4 being the best or highest satisfaction rating. The overall survey
score in the three surveys have been very close with 3.4 in 2004, 3.5 in 2010 and 3.4 again in
2013.
The main crime problem reported by the citizens in the last two surveys was theft followed
closely by speeding. In contrast, the top two complaints in 2004 were drugs followed by
prostitution. When asked what the PD could do to improve the quality of life, another common
theme became readily apparent. The top answer was that the citizens wanted increased visible
patrol; however that number had decreased from 44 in 2004 to 34 in 2011 and 31 in 2013. The
second highest response in all 3 surveys was to continue the good work.
A general comment or suggestion section asking what the PD could do to serve the citizens
better was included in the surveys. The top response in the last two surveys was that the PD is
"doing a great job" which generated a 20% plus response. "More speed control and traffic
enforcement'' and "more patrols" made up the rest of the top three comments. It was also
AGENDA ITEM# 8B
JANUARY 13, 2014
apparent in the 2010 and 2013 surveys that the citizens appreciate the bike and foot patrols and
would like there to be more of them.
BUDGET: None
RECOMMENDATIONS: For Commission review
ATTACHMENTS: Survey questions and results
REVIEWED BY CITYMANAGEwR~=:.........-~..:;;:::::::::.;111!-..------------
2004 115 3.64 3.25
2011 121 3.63 337
2013 108 3A9 3.16
TOTAL OVERALL AVERAGES
CITIZEN SATISFACTION SURVEY
3.44
3A6 3.67
3.25 3.43
331
3.41
3.64 3.27 3A1
3.71 3.64 3.59
3.53 3.58 3.42
2013 CITIZEN SATISFACTION SURVEY
108 RESPONSES
1. What do you feel are the main crime problems in your neighborhood?
Thefts-23 {21%)
Speeding-21 {20%)
Answered None-15 (14%)
Break-ins-10 {9%)
Drugs/Alcohol-S {5%)
Transients-5 {5%)
Prostitution-1 (<1%)
Parking-2 {2%)
Animal Control-3 (3%)
Vandalism-8 (7%)
*Note-Did not provide a response-16 (15%)
AGENDA ITEM# 8B
JANUARY 13, 2014
2. What do you feel the police department can do to improve the quality of life In Atlantic Beach?
Want increased patrols (especially bike/foot)-16 {15%)
Responded to continue the good work-15 {14%)
Want more neighborhood patrols (officers get to know the residents)-13 (12%)
Want more visibility-15 (14%)
More speed control-6 {6%)
More vigorous enforcement & crime control-10 (9%)
Other-11 {10%)
*Note-Did not provide a response-22 (20%)
3. Please circle the number of contacts (telephone or In-person contacts) that you had with the
Atlantic Beach Police Dept in the past 12 months
Total Responses--1 02
0 Contacts-35 (34%)
1 Contact-24 (24%)
2-3 Contacts-34 (33%)
3+ Contacts-9 (9%)
4. What was the nature of the contact(s?)
Nature of Contact--92
lncident--32 (35%)
Victim/Crime-9 (10%)
Witness-6 (6%)
Accident-2 (2%)
lnformation-15 (16%)
Arrested-0
Stopped/Detained-6 (7%)
Other-22 (24%) ·
AGENDA ITEM# 8B
JANUARY 13, 2014
5. Please circle the employee with whom you have had the most recent contact (telephone or in-
person) in the past 12 months.
Total Responses-SO
Officer-44 (55%)
Dispatcher-34 (43%)
Records--2 {2%)
6. Please rate the appearance, courtesy, helpfulness, and overall competence of the employee you
circled in question 3 by circling a response in each of the categories below:
Appearance--63
Very Good-43 (68%)
Good-17 (27%)
Poor-2 (3%)
Very Poor-1 (2%)
Courtesy--70
Very Good-41 (59%)
Good-22 (31%)
Poor-6 (9%)
Very Poor-1 (1%)
Helpfulness--70
Very Good-40 (57%)
Good-21 (30%)
Poor-8 (12%)
Very Poor-1 (1 %)
Competency--70
Very Good-41 (59%)
Good-22 {31%)
Poor-5 (7%}
Very Poor-2 (3%}
7. Generally, I was satisfied with the way the department handled my situation or request.
Total Responses--70
.Strongly Agree-27 {39%)
Agree-31 (44%)
Disagree-6 (9%)
Strongly Disagree-5 (7%)
Not Sure-1 (1 %)
8. If I had a similar situation or request In the future, I would be satisfied if the same officer or
employee handled it.
Total Responses--70
Strongly Agree-28 (40%)
Agree-29 (41%)
Disagree-4 (6%)
Strongly Disagree-4 (6%)
Not Sure-5 (7%)
AGENDA ITEM# 8B
JANUARY 13, 2014
10. Please give us your overall impression of Atlantic Beach Police Officers as a group by circling
a response for each of the following categories:
Appearance-99
Very Good-57 (58%)
Good-35 (35%)
Poor-4 (4%)
Very Poor-1 (1 %)
Not Sure-2 (2%)
Courtesy--100
Very Good-49 (49%)
Good-37 (37%)
Poor-3 (3%)
Very Poor-5 (5%)
Not Sure-6 (6%)
Helpfulness--97
Very Good-50 (52%)
Good-34 (35%)
Poor-4 (4%)
Very Poor-4 (3%)
Not Sure-6 (6%)
Competency--1 00
Very Good-49 (49%)
Good-37 (37%)
Poor-3 (4%)
Very Poor-4 (4%)
Not Sure-6 (6%)
11. The members of the Atlantic Beach Police Department respond in a fair, and impartial manner
when dealing with the racial, religious, and the ethnic communities.
Total Responses--83
Strongly Agree-30 (36%)
Agree-48 (58%)
Disagree-3 (4%)
Strongly Disagree-2 (2%)
12. Would feel comfortable calling the Atlantic Beach Police Department for assistance.
Total Responses--104
Strongly Agree-62 (60%)
Agree-36 (35%)
Disagree-5 (4%)
Strongly Disagree-1 (1%)
AGENDA ITEM# 8B
JANUARY 13, 2014
13. Overall, I feel that the City of Atlantic Beach is a safe place to live, work, and do business.
Total Responses-107 (September 26, 2013)
Strongly Agree-63 (59%)
Agree-43 (40%)
Disagree-1 (1 %)
Strongly Disagree-a
14. Your suggestions are always appreciated. Please comment on anything you feel will help the
Atlantic Beach Police Department serve you better:
Total Survey Responses-108 (multiple suggestions from some)
Doing a great job-22 (20%)
More speed control & traffic enforcement-13 (12%)
More patrols including bike & foot patrol-5 (5%)
Improve animal control---5 (5%)
Be more "people oriented"-12 (11%)
Other-9 (8%)
Did not provide a response-42 (21%)
TOTAL OVERALL AVERAGES
Question # 6-3.49
Appearance-3.62
Courtesy-3.4 7
Helpfulness-3.43
Competency-3.46
Question# 7-3.16
Question # 8-3.25
Question# 10-3.43
Appearance-3.53
Courtesy-3.38
Helpfulness-3.45
Competency-3.37
Question# 11-3.28
Question #12-3.53
Question #13-3.58
TOTAL AVERAGE 3.42