HomeMy WebLinkAbout2013-01-08; City Council; 21102; 2012 Public Opinion Survery Effectiveness ReportCITY OF CARLSBAD - AGENDA BILL 25
AB# 21,102 2012 PUBLIC OPINION SURVEY AND
STATE OF EFFECTIVENESS REPORT
DEPT. DIRECTOR
MTG. 1-8-13
2012 PUBLIC OPINION SURVEY AND
STATE OF EFFECTIVENESS REPORT CITY ATTORNEY
DEPT, CM
2012 PUBLIC OPINION SURVEY AND
STATE OF EFFECTIVENESS REPORT
CITY MANAGER //(^l
RECOMMENDED ACTION:
Accept the 2012 Resident Public Opinion Survey and State of Effectiveness reports.
ITEM EXPLANATION:
The City of Carlsbad prides itself on providing cost-effective, high-quality services to residents.
For over 10 years, the city's Performance Measurement Team has coordinated the
measurement of city performance through an annual public opinion survey and State of
Effectiveness Report. In collaboration with BW Research Partnership, the team is proud to
submit for City Council review and acceptance the 2012 Resident Public Opinion Survey and
State of Effectiveness reports (on file with the City Clerk's Office).
To gauge the satisfaction with city services from residents, the city contracted with BW
Research Partnership to conduct a telephone survey of 1,000 residents. BW Research
Partnership conducted the survey from September 12 through October 8, 2012 and surveys
were an average of 20 minutes. The survey methodology ensures a statistically representative
sample of Carlsbad residents.
The State of Effectiveness Report documents key survey findings as well as other measures to
track city performance.
Both reports reflect the city's commitment to high-quality services that support an excellent
quality of life for the community. The city will continue to measure performance throughout the
year to advance the practices of continuous improvement and accountability as key parts of the
organization's culture.
FISCAL IMPACT:
None.
DEPARTMENT CONTACT: Greg Hermann 760-434-2958 areq.hermann@carlsbadca.aov
FOR CITY CLERKS USE ONLY.
COUNCIL ACTION: APPROVED •
DENIED •
CONTINUED •
WITHDRAWN •
AMENDED •
CONTINUED TO DATE SPECIFIC •
CONTINUED TO DATE UNKNOWN •
RETURNED TO STAFF •
OTHER - SEE MINUTES ^
Council accepted the reports.
ENVIRONMENTAL IMPACT:
The proposed action does not qualify as a "project" under the California Environmental Quality
Act (CEQA) per State CEQA Guidelines Section 15378, as it does not result in a direct or
reasonable foreseeable indirect physical change in the environment.
EXHIBITS:
1. 2012 Public Opinion Survey
2. 2012 State of Effectiveness Report
1
<\? Cl T Y O F
^ CARLSBAD
City of Carlsbad State of Effectiveness Report
The City of Carlsbad prides itself on providing top quality services to residents and businesses. Over the
past decade the city has measured its performance to gauge levels of success. The State of Effectiveness
Report evaluates the city's progress towards achieving City Council Strategic Goals, provides feedback and
information for continuous improvement, and helps to shape the culture of the organization. This is the
13th year the city has issued a report on its performance. Despite the difficult economic environment, most
performance measurement outcomes continue to remain strong. In addition, this year's report is
supplemented with several new performance measures to better reflect the changing needs ofthe
community.
The State of Effectiveness report is prepared using a variety of tools: the Carlsbad Resident Survey, internal
operation performance measures and targets, professional associations and industry standards. Data from
the International City/County Management Association (ICMA) Center for Performance Measurement and
from other professional associations, such as the American Water Works Association, are used to compare
the city's performance to other local governments and organizations nationally. The measures help the city
assess its progress towards achieving established strategic goals with both qualitative and quantitative
data.
The evaluation is based on a balanced approach which looks at the city's ability to meet the desired service
delivery standard, customer satisfaction levels of key services or functions and cost objectives.
• Service delivery: The efficiency with which the service is being delivered
• Customer satisfaction: The degree to which customers are satisfied with the service
provided
• Cost: A measurement of costs related to providing the service
This type of approach is outcome-oriented and provides a way to evaluate the effectiveness and value of
the services the city provides.
The report also includes key findings related to standards from the Growth Management Plan. The annual
Growth Management Plan monitoring report provides a summary and analysis ofthe city's progress in
meeting objectives to ensure that adequate public facilities are provided concurrent with growth and to
ensure compliance with dwelling unit limitations.
The Performance Measurement Team would like to thank the various departments and staff actively
engaged in continuous improvement and commitment to the pursuit of excellence though the performance
measurement process.
3
CARLSBAD
CITY OF
Table of Contents
City Council Strategic Focus Areas 4
Community Vision Core Values 5
Growth Management Plan Key Findings 6
Performance Measures
Administration: Finance 7
Administration: Risk Management 8
Communication 9
Community & Economic Development: Building Inspections 10
Community & Economic Development: Planning 11
Housing & Neighborhood Services: Code Compliance 12
Housing & Neighborhood Services 13
Housing & Neighborhood Services: Volunteer Program 14
Human Resources 15
Information Technology 16
Library & Cultural Arts: Cultural Arts Office 17
Library & Cultural Arts: Library 18
Parks & Recreation: Parks 19
Parks 8L Recreation: Recreation 20
Parks & Recreation: Trails 21
Property & Environmental Management: Facilities 22
Property 8i Environmental Management: Fleet 23
Property & Environmental Management: Storm Water 24
Safety Services: Fire 25
Safety Services: Police 26
Transportation: Street Maintenance 27
Transportation: Traffic Engineering 28
Utilities: Potable & Recycled Water 29
Utilities: Sewer 30
Utilities: Solid Waste 31
Resources 32
^ CARLSBAD
CITY OF
City Council Strategic Focus Areas
Background
The City Council held its annual goal setting workshop Jan. 17, 2012. This workshop was the first step in
creating the city's action plan and budget for the coming year. The day-long discussion focused on 12 key
trends affecting the city in the areas ofthe economy, changing demographics and technology. From this
discussion. Council identified the six most important strategic focus areas for 2012-13.
Based on this direction, staff began to develop detailed and measureable action plans for each strategic
focus area. This was accomplished through several workshops held with key staff from throughout the
organization. Success was defined for each strategic focus area as well as various strategies that could be
used to achieve that success. Staff then brainstormed and later refined a list of key projects that could be
implemented this year to make the vision of each strategic focus area a reality.
The projects are listed by strategic focus area. Key projects that are not directly associated with a strategic
focus area are listed later in the report by strategic goal.
Strategic Focus Areas
• Create quality jobs in a new economy - The vision of this strategic focus area is to create quality
jobs in the region. This will be accomplished by implementing strategies to retain businesses and
help them grow, attracting talent and innovators to the city and partnering with universities and
research institutions to become a hub for higher education. In addition, staff will focus on
streamlining city processes for companies considering relocating to Carlsbad.
• Sustainable organization - The vision of this strategic focus area is to be an adaptable, responsive
and efficient city organization that delivers cost effective, high quality services. To accomplish this,
the city will retain a motivated, flexible and responsive staff and incentivize high performance.
• Balancing land use policies with a changing community - The vision of this strategic focus area is
that, through the General Plan update process, the city adapts land use policies to address
population and demographic trends. This will ensure that the city maintains its high standards and
balances a thriving community with the need for tranquil, natural open spaces.
• Changing parks and recreation needs - The vision of this strategic focus area is to meet the
community's changing recreation needs, including more options for active seniors and young
people. To accomplish this staff will consider accelerating the schedule for building new parks and
community centers. In addition, we will look beyond parks to an expanded trails system and open
spaces that encourage a healthy outdoor lifestyle. This will be facilitated by considering
opportunities for public-private partnerships to expand offerings in a cost effective manner.
• Livable streets - The vision of this strategic focus area is to begin adapting Carlsbad streets to
accommodate and encourage all modes of transportation, not just cars. This will be accomplished
by using street design to create a sense of place and community through green spaces, medians and
signage. In addition, traffic signal technology upgrades will improve traffic flow.
<^»r CITY OF
CARLSBAD
Next generation of community leaders - The vision of this strategic focus area is to find ways to
encourage a broader demographic, which more accurately reflects the population of Carlsbad, to
participate in city leadership and governance.
<^ »X CITY OF
^ CARLSBAD
Community Vision Core Values
Through an extensive outreach and involvement process, the Carlsbad community created a vision for the
future that includes these core values, which serve as a guide for city leaders as they carry out their service:
• Small town feel, beach community character and connectedness
• Open space and the natural environment
• Access to recreation and active, healthy lifestyles
• The loca! economy, business diversity and tourism
• Walking, biking, public transportation and connectivity
• Sustainability History, the arts and cultural resources
• High quality education and community services
• Neighborhood revitalization, community design and livability
1
<<< ij; CITY OF
^ CARLSBAD
Growth Management Plan
The Carlsbad Municipal Code requires the preparation of an annual monitoring report on the Cartsbad
Growth Management Plan, which can be found in a separate report titled "City of Carisbad FY 2011-12
Growth Management Plan Monitoring Report". The FY 2011-12 report was transmitted to the City Council
via memo in December 2012 and can be viewed at the following web link:
http://www.carlsbadca.gov/services select Planning then Growth Management.
The purpose ofthe annual Growth Management Plan monitoring report is to provide information regarding
the status of the Growth Management Plan and to verify that the plan is continuing to accomplish its stated
objectives, which are to ensure that adequate public facilities are provided concurrent with growth and to
ensure compliance with the dwelling unit limitations established by Proposition E in 1986. To ensure the
provision of adequate public facilities, the City of CaHsbad adopted the Citywide Facilities and
Improvements Plan (Sept. 16,1986) which established performance standards for the following eleven
public facilities:
City Administrative Facilities
Library
Wastewater Treatment Capacity
Parks
Drainage
Circulation
Fire
Open Space
Schools
Sewer Collection System
Water Distribution System
The annual Growth Management Plan monitoring report provides a summary and analysis of the city's
progress in meeting the performance standards for the public facilities listed above.
The major findings ofthe "City of Carisbad FY 2011-12 Growth Management Plan Monitoring Report" are as
follows:
• Building permits for 424 new dwellings and 218,884 square feet of non-residential space were
issued during FY 2011-12. The total number of dwelling units in each quadrant continues to comply
with the Growth Management Plan limitations.
• All Local Facility Management Zones have adopted Local Facility Management Plans except Zone 25.
• All public facilities are currently meeting their adopted Growth Management performance standard.
<<j(^'f CITY OF
^ CARLSBAD Administration: Finance
Performance Measures
Service Delivery/Benchmark FY 2008-09 fy 2009-10 FY 2010-11 Py 2011-12
Balanced Long Term Fiscal Condition: 10-year
financial forecast / Revenues will be equal to
or exceed expenditures in each year
Yes Yes Yes Yes
Monthly Financial Status Report / Timely
Distribution < 15 Average Working Days
10.7 average
working days
10.2 average
working days
10.6 average
working days
11.5 average
working days
Business License Processing / Change in % of
measures vear to vear
Pending Licenses (decrease) 1.41% 1.42% 1.78% 1.43%
Delinquent Renewals (decrease) 2.49% 2.39% 2.28% 2.41%
On-line Processing (increase) 8.20% 10.04% 11.85% 21.20%
Outgoing Payment Processing / Increase in %
of payments year to year
Successful Payments 99.71% 99.69% 99.41% 99.31%
Electronic Payments 53.00% 54.93% 58.06% 63.47%
The revised ten-year forecast for FY 2011-12 projected surpluses for the entire forecast horizon, an
improvement over the previous forecast, which assumed that one-time funds would be needed to balance
the FY 2011-12 budget. Surpluses were projected to be modest in the first five years of the forecast, or less
than $1 million per year. After FY 2014-15, surpluses will continue to grow due to new revenues generated
from development and increases in the tax base.
The ten-year financial forecast also considers the Capital Improvement Program and the timing for the
operation and maintenance of new facilities that will be opening over the next 10 years. The forecast
assumed continued slow growth in the economy, which will slowly improve revenue growth over the
forecast horizon.
As the city reaches build-out, the emphasis will shift from new infrastructure construction to infrastructure
maintenance and replacement. The ability to fund infrastructure maintenance and replacement is
important to the sustainability of the city. Through fiscal discipline, the city continues its contribution to
the Infrastructure Replacement Fund of 6.5 percent ofthe general fund revenues each year.
The percentage of pending and delinquent business licenses for FY 2012-11 remained on par with the prior
year percentages. There was a large increase in on-line processing of business licenses, up almost 10
percent over last year. The city upgraded its business license software in FY 2010-11, making it easier for
businesses to renew their licenses on-line. This resulted In an increase in on-line processing.
Electronic payment processing increases are due to more employees using direct deposit as a result ofthe
new Human Capital Management system implementation.
<X%. C I T Y O F
^ CARLSBAD Administration: Risk Management
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Claims Administrafion / 90% of claim
determinations made within 45 days of receipt 94% 99% 99% 98%
A key measure of Risk Management is the timeliness of processing claims. This measure reflects the efforts
of all departments to coordinate on the collection of information, writing of reports, and on the evaluation
of claims. This provides for an efficient and timely response to claimants which serves to reduce and
mitigate liability exposure throughout the city.
Claims Administration consistently reflects a processing time within the time frames established by law.
Claims are consistently responded to within the statutory timeframe of 45 days; responses with claim
determinations include acceptance, rejection and notice ofthe need for additional information.
Loss control is part of the prudent management of fiscal resources. To this end. Risk Management
administers the City's self-insured general liability and property damage insurance programs. Risk
coordinates with departments citywide, legal counsel, consultants, third party administrators, and
insurance companies to manage claims against the city and minimize losses.
Risk Management works with all departments to implement measures that decrease and minimize loses
and evaluate and revise insurance requirements in contracts and permits as necessary.
<\^" CITY OF
^ CARLSBAD Communication
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carlsbad Resident Survey - Satisfaction /
80% or areater 79% (*) 74% (*) 87% 85%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carlsbad Resident Survey - Level of
Confidence / 90% or areater 74% 78% 84% 80%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Cost per capita $ 8.50 $ 8.40 $ 9.80 $ 10.27
* Question change
The goal ofthe city's communicafion efforts is to ensure mutually beneficial, two-way communication with
the community about city issues and services, leading to a more responsive government and a high level of
public confidence.
Satisfaction with the city's communication efforts has been consistently positive over the years and
reached a record high in FY 2010-11. This year's numbers are statistically equal to last, given the margin of
error. (In FY 2008-09 and FY 2009-10, the survey question was changed to remove the examples of how
the city communicates with residents. Subsequently, reported levels of satisfaction decreased.)
Confidence in city government has also remained consistently positive for the past several years and also
reached an all-time high in FY 2010-11. This year's rating is nearly equal to last, when factoring in the
margin of error. Given the increased scrutiny of government by the public and the media, and recent
nafionwide economic challenges, Carlsbad's ability to retain its high confidence ranking is notable.
Per capita cost of communication programs is also tracked. Costs per capita increased in FY 2010-11 and
again in FY 2011-12 because the Communications Department now manages a special revenue fund from
cable providers. Money in this fund, which can only be spent on capital costs related to a new 24/7 city
cable channel and associated video support, is housed in the overall Communications Department budget
and fluctuates based on cable operator revenues. The personnel and M8tO costs (funded by the General
Fund) for the Communications Department have remained relatively steady year over year.
<\>!i CITY OF
^ CARLSBAD Community & Economic Development:
Building Inspections
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Next Day Inspecfion / 95% or greater 98% 98% 97% 97%
Average inspections per day per person /
18 to 22 or hiaher 16 15 21 23
Percent of inspecfions requiring
corrections / 10% to 20% 14% 12% 12% 8%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Customer survey responses of "good" or
"excellent" / 90% or areater 99% 99% 93% 97%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Cost per approval or partial approval
inspection $ 89.63 $ 85.67 $ 73.99 $66.54
Building Inspectors were able to meet 97 percent of all service requests the next working day. Work
scheduling and coordination of next day inspecfions by clencal, building inspectors and supervisory staff is
a priority and determined in daily department staff meetings. Coordination of inspections has been
enhanced by the use of a GIS based inspection routing system. Increased construction activity has required
a streamlined and efficient inspection process to respond to higher Inspection activity.
During this period overall activity increased due to additional electrical, plumbing, mechanical and building
inspection demand. Each Building Inspector performed an average of 23 of these combination type
construction inspections per working day. The building division also monitors projects for storm water
compliance. In addition to traditional building construction inspections, staff performed 2,481 construction
site visits to insure proper Best Management Practice installations. The building division maintains a high
level of compliance with Storm Water Pollution Prevention Plan Best Management Practices.
The overall number of inspections requiring corrections decreased 4 percent from the previous year. This
reduction may be attributed to the effectiveness of inspectors conveying code requirements to contractors
and homeowners. The inspector's commitment to customer service is evident when they proactively
anticipate potential problems. Helping customers identify issues early on ensures the progress of a project
and avoids costly rework and missed or failed inspections.
The customer satisfaction survey program has been very effective and has received an excellent response
from the public with over 42 surveys returned out of a total number sent out of 265. A database of all
responses is maintained and the building manager performs a follow-up call to allow the customer to
expand on their experience with department counter staff and comment on the plan review and building
inspection process.
The 8.9 percent decrease in the cost per approved inspection is a result of the ratio between the increased
number of inspecfions during the period and the overall reduction in building division staff.
CITY OF
^ CARLSBAD
Community & Economic Development: Planning
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Land use project reviews complete in 2 or
less cvcles / 80% or areater (new) N/A N/A 91% 91%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Customer survey responses of "good" or
"excellent" / 90% or areater 93% 94% 98% 87%
Review cycles entail analysis ofthe minimum application submittal requirements and identifying the
project design/standards for compliance issues. Once a project application is deemed complete it starts the
clock on state mandated time periods for reaching a decision on an application. This performance measure
was revised from being based on 3 or less review cycles to 2 or less review cycles in FY 2010-11. This
change to the performance measure was made as a result of the high rate of success achieved at the
previous level. The percentage of land use project reviews completed in 2 or less cycles remained constant
at 91 percent and exceeding the 80 percent benchmark. By condensing the cycles, staff discovered more
work efficiencies and provided a quicker turnaround time to the applicant.
This year marks the sixth year the planning division has conducted an annual Customer Satisfaction Survey.
This is a significant milestone as the survey has proven to be an important measure of the citizens,
professionals, developers and other agencies that have direct interaction with the planning division
through the discretionary review process. Through the survey, the planning division has been able to gauge
and report on the satisfaction level with the discretionary review process and identify some key areas for
improvement and efficiencies.
This year's results shows a drop in the overall level of customer satisfaction from 98 percent to 87 percent,
meaning 87 percent of the survey respondents rated customer service as either excellent (63 percent) or
good (24 percent). The drop in satisfaction can generally be attributed to the higher number of
respondents in this year's survey that Indicated they were an individual property owner or member of the
owner's staff, rather than the traditional developer. These were also respondents that generally had only
one interaction or only very limited interaction with the City of Cartsbad over the year penod and also had
limited interaction with other planning departments in the County of San Diego with which to compare to
Carisbad. The 87 percent falls just below the 90 percent benchmark. The customer service measure will
continue to be a focus for staff.
13
^ CARLSBAD
CITY OF
Housing and Neighborhood Services: Code Compliance
Performance Measures
Service Delivery/Benchnnark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Calls for the nine most common code
compliance issues / 90% or greater
within closure standard of compliance
87% 92% 86% 92%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Customer survey responses of "good" or
"excellent" / 90% or areater 98% 98% 100% 100%
Cost ~ FY 2008-09 FY 2009-10 FY 2010-U FY 2011-12
Average cost per "case closed" $ 268 $ 298 $ 268 $ 216
The nine most common code compliance issues are: building, business license, campaign signs, engineering
nght-of-way, garbage and junk, health and safety, signs, vehicle zoning, and zoning. Case closure rates
increased marginally in all nine categories. A continued proactive program of business license enforcement
has maintained an excellent closure rate for these types of cases. The positive increase of closure
compliance is attributed to fact that the code compliance officer continues to provide individual case
management; this has resulted in a more effective tracking and resolution of open cases.
Customer service surveys were sent out to 66 code compliance customers during this period and the city
received 25 returned responses. This is an increase of 5 percent in customer service survey responses.
Customer comments are tracked and a manager follow up occurred randomly in approximately 30 percent
of the cases. Customer satisfaction ratings of good/excellent were reported in 100 percent of the returned
surveys.
While the code compliance case load has remained consistent, the average cost per "case closed" has
decreased from $268 to $216 per case. This decrease can be attributed to a more streamlined process and
work efficiencies.
<A^*X CITY OF
^ CARLSBAD
Housing & Neighborhood Services
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Village area annual property tax
assessed valuafion increase / > 5% 4% 1% 1% 1%
Village area annual sales tax increase
/>5% -10% -6% -3% 9%
Village area commercial vacancy rates
/< 5% 7% 10% 10% 5%
Number of Village review permits
processed 56 56 41 42
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carlsbad Resident Survey - Satisfacfion
with Village experience "good" or
"excellent" / 90% or areater
88% 88% 90% 90%
Secfion 8 Program Assessment Rental
Assistance / Standard Performer or
better
High
Performer
High
Performer
High
Performer
High
Performer
Cost/Benchnr!ark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Village area: Rafio public funding to
private investment / 1:10 or greater 1:49 1:10 1:9 1:19
The Village is beginning to experience some relief as the national economy begins its recovery. Over the
past year, the Village has experienced a minor increase of one percent in Property Tax assessed Values.
Annual Sales Tax increased by nine percent over the prior year. Staff processed 42 permits over the past
year, ranging from administrative permits to sign permits. Vacancy rates, reflecting both commercial and
office space, for the Village have fluctuated over the past years. Commercial and retail businesses
occupancy has remained consistent; much of the area's vacancy is leasable office space. Public survey
responses continue to come back positive and convey excellent visitor experiences with regards to the
Village.
For each $1 of public expenditures, the goal is to demonstrate that there has been at least $10 of private
investments made. In FY 2011-12, the public-to-private investment ratio was 1:19. Through the Storefront
Improvement Grant Program, the Carlsbad Redevelopment Successor Agency reinvested $98,780 back into
the community. Private investment has increased and new opportunities are beginning to emerge like the
mixed use development at the corner of Lincoln and Oak as well as Harding and Cartsbad Village Drive.
The Carlsbad Housing Agency has received the designation of "High Performer" by the United States
Department of Housing and Urban Development Department. Performance data considered in the
designation includes: expanding housing opportunities, quality control, timely annual reexaminations, and
lease-up figures.
CITY OF
^ CARLSBAD
Housing & Neighborhood Services: Volunteer Program
Performance Measures
Initial contact to response time / < 3
davs 95% of the time 100% 100% 99% 99%
Offered orientations / at least one per
month 30 23 17 18
Number of volunteers requested from
staff New Measure 910 894 1,085
Number of volunteers found New Measure 924 918 1,116
Custonner Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Volunteer orientafion evaluation / A
satisfaction ratina of 4 or above 4.23 4.85 4.85 4.80
Cmt ' FY 2008-09 FY 2009-10 FY 2010-^11 FY 2011-12
Cost effectiveness / Ratio of value to
cost 6.8:1 6.4:1 6.0:1 6.5:1
Total volunteers 2,360 2,015 2,604 2,453
Total volunteer hours 91,532 105,185 109,035 112,854
Net Benefit $ 1,849,187 $ 2,069,415 $ 2,426,867 $ 2,309,954
In FY 2011-12, the city's volunteer program continued to exceed expectations. The number of donated
hours rose significantly, reaching a total of 112,854 hours. While the total number of volunteers has
decreased, those who give their time are providing an average of 9.8 percent increase in hours and require
less staff supervision.
Throughout the year, 496 potential volunteers contacted the volunteer program or an average of 1.9 every
working day. That represented a 32 percent increase over the previous year with twice as many referrals
coming from Internet sources, city departments and walk-ins. Overall, the orientations received high
satisfaction ratings as participants ranked them 4.8 out of 5 in terms of meeting their expectations.
Whether it was a single request for a volunteer with a specific skill set or a group request for special events,
staff requested a total of 1,085 volunteers. In FY 2011-12, staff requested a total of 1,085 volunteers. That
is 21 percent Increase over the number of volunteers requested by staff last fiscal year. A total of 1,116
volunteers were found to meet their requests. That is an average 21.5 volunteers recruited every week to
cover staff requests.
The volunteers' contribution in terms of civic engagement is invaluable. With a 6:1 return on investment,
the overall financial benefit to the city is clear.
Human Resources
Performance Measures
<^ l^^.' . CITY OF
^ CARLSBAD
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Employee turnover / 4.4% or less 2.8% 3.0% 3.3% 2.7%
Cost/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Average number of lost work days per
workers' compensation claim / 5.4 days or
less
5.5 days 11.5 days 21.9 days 17.6 days
The percentage of full-time employees who left the organization during the reporting period includes
resignations and non-probationary terminations. Although not included in the benchmark data, in FY 2011-
12 the number of retirements was 12, which is consistent with the previous year, and is very much in line
with the annual number of retirements prior to the spike of 34 retirements two years ago. Excluding the
retirement data and comparing the City of Carlsbad's turnover rate to agencies of similar size, Carisbad's
turnover rate is 2.9 percent less than the ICMA average. A certain amount of turnover is healthy in an
organization. It indicates accountability and rigor in performance management. Over the next year,
Human Resources will be focusing its attention on managing employee performance and retention of high
performing employees.
In order to better control and monitor workers' compensation claims, city staff recently contracted with a
new third-party-administrator, Keenan & Associates. In addition to return-to-work programs, help to
minimize lost days of work. There was a decrease in the number of lost work days in this reporfing period.
Five large claims in public safety departments made up over neariy 40 percent of the lost work days.
Last year, the Fire Department employees had 16 claims that were responsible for 24 percent ofthe city's
lost work days. This year there were 25 workers' compensation claims in the Fire Department, responsible
for 12 percent of the city's lost work days. The total number of lost work days due to all of these claims
was 237 days, down from 412 In the previous reporting period. The Fire Department continues to promote
an aggressive return-to-work program to try to decrease their lost work days.
The Police Department accounted for 54 percent of the number of lost work days in the city. The
department had 46 worker's compensation claims for a total of 1,036 lost work days. This is a decrease in
total lost days from last year, when they had 35 claims and 1,048 lost work days. Last year the Police
Department had four claims, each with over 100 lost work days. Although there was an increase in total
claims In the Police Department, the number of claims with over 100 lost work days has remained the same
at four.
For both Police and Fire, the number of lost work days is partially attributed to the provisions of Labor Code
Section 4850, which entitles Safety personnel, who are totally temporarily disabled and not at work, full
salary up to one year. This "benefit" often works as a disincentive for employees to return to work or
retire; however, an emphasis on encouraging employees to return to work in a light duty capacity has
helped counteract this disincentive.
1
<XfSi • CITY OF
^ CARLSBAD Information Technology
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Confidence in service % reporting
satisfied or better / 80% or hiaher 75% 83% 89% 95%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Customer survey % of employees
reporting "good" or "excellent" service /
80% or hiaher
93% 85% 89% 92%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Mean IT expenditures as a percent of
expense
5.9% metric
2.0% citv
3.3% metric
2.0% citv
3.2% metric
2.0% citv
4.5% metric
3.0% citv
In FY 2011-12, 95 percent of customers reported they had confidence in the service provided by the
Information Technology Department. This exceeds the benchmark of 80 percent for the third consecutive
year. This measurement combines city staff survey results on four different service delivery/confidence
questions. The questions are centered in the areas of staff confidence in handling of technology requests,
IT'S response to problems and the perceived skill levels of IT staff.
The information technology customer satisfaction survey includes safety services, information technology
and the geographic informafion services division. The benchmark was again achieved in FY 2011-12 with 92
percent of the customers reporting high levels of satisfaction. The survey was expanded to measure
customer service topical areas including communication and customer expectations.
According to Plante Moran's 2011 IT Spending and Staffing Report, local governments spend on average 4.5
percent of the total operating budget on IT. Carisbad, as compared nationally to its government peer
group, spends approximately 3 percent of its total operating budget on IT services. This figure is about 40
percent less than other agencies. Typically, as organizations increase the level of IT investment, there is a
corresponding Improvement in business performance and productivity levels.
In FY 2012-13 IT will continue to implement new and enhanced technologies with a direct eye towards
increasing electronic interactions with the public and streamlining internal business processes to speed
delivery. This effort will build a more logical and delightful experience for the city's customers, both
internally and externally.
<4»i CITY OF
^ CARLSBAD
Library & Cultural Arts: Cultural Arts Office
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Projected attendance meets or exceeds
actual attendance / over 90% ofthe time Yes Yes Yes Yes
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Cannon Art Gallery visitor ratings of
"good" or "excellent" / 90% ofthe time 92% 95% 96% 95%
Three-Part-Art Educafion Program
participant rafings of "good" or "excellent"
/ 90% or hiaher
100% 100% 100% 100%
Carisbad Resident Survey - provide local
arts and cultural opportunifies / 90% or
hiaher
86.7% 87.4% 87.6% 79.8%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Expenditures per capita $ 9.37 $ 8.30 $ 8.44 $ 8.33
The service delivery measure helps the Cultural Arts Office gauge whether it is successful in reaching
intended audiences for its specific programs. The figures are an important quantifiable element used during
the yeariy budgeting and programming process to help determine whether a program should be continued.
Customer satisfaction with the Cannon Art Gallery is gathered through a variety of user surveys. Visitors
coming to the Gallery exhibitions continue to be highly satisfied, with service ratings at 95 percent.
Teachers participating in the Three-Part-Art education program love the program and are enthusiastic
repeat users - thus the 100 percent rating. For FY 13-14, Cultural Arts will identify and develop a new
service area to track instead of the Three-Part-Art program.
Even though the Gallery continues to receive high ratings, the Resident Survey shows a 7 percent drop in
overall satisfaction with the "city's efforts to provide local arts and cultural opportunities" - a surprising
development given that Cultural Arts Office offerings (and attendance at its offerings) have remained
consistent both in quantity and quality over the past four years. In an effort to understand more about this
drop, additional user surveying will be conducted on other programming areas not currently being
evaluated in depth. The results of this more focused analysis should help to evaluate any potential shift in
community interests or expectations and allow staff to make appropriate programming adjustments.
Per capita expenditures for Cultural Arts continue to be lower today than five years ago. Cultural Arts will
continue evaluating the programs and services offered to the community to ensure staff is providing the
desired levels of service. In FY 2012-13, staff will do an RFP (Request for Proposals) for TGIF Jazz in the
Parks' major expense - the producer (who delivers talent and sound production for the nine concerts) - to
ensure these services are obtained at the best value to the city. Staff will also be part of a city-wide
Corporate Marketing goal team looking to develop new revenue streams to support programs like TGIF Jazz
and Three-Part-Art.
<<C C C J T Y O F
^ CARLSBAD
Library & Cultural Arts: Library
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Mystery shopper responses will indicate
that the desired level of service was
received related to facility conditions,
core services, staff interactions, and
computer and internet services / 95% or
higher
N/A 96% 96% 96%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - percent of
customers who report being "very
satisfied" or "somewhat safisfied" with
library services / 90% or hiqher
97% 96% 96% 95%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Operafing cost per capita $ 91.63 $ 87.12 $ 90.61 $ 88.94
Value of volunteer hours 16,300 hours 23,712 hours 23,749 hours 25,561 hours Value of volunteer hours $ 385,000 $ 552,252 $ 556,202 $ 618,065
The Library desires to meet anticipated increases in demand for library services with the same or greater
levels of efficiency and library user satisfaction.
In FY 2009-10, the Library changed its service delivery measure to focus on its mystery shopper program.
Mystery shopper surveys evaluate 50 specific service delivery indicators related to facility condition, core
library services and computer/Internet services. The surveys capture whether or not library services were
delivered to the mystery shopper as expected or desired. This is the third year mystery shopper service
delivery questions were evaluated separately from questions that measure satisfaction with the service
received.
The Library's cost per capita dropped slightly from $90.61 to $88.94 due to reduction in part-time
personnel expenditures, loss ofthe State Literacy Grant funds, and a slight increase in populafion. The cost
per capita is in line with city expenditure controls as the Library's core operating expenditures remained flat
in FY 2011-12.
The value of volunteer hours Increased significantly as the Library continued to receive robust volunteer
support for all programs in FY 2011-12. The public's contribution of time allows the Library to deliver
enhanced services that otherwise would not be provided.
Carisbad residents continue to rate satisfaction with Library services above all benchmarks. The level ofthe
rating has been consistently over 95 percent for the past eleven years.
20
*X C I T Y O F
^ CARLSBAD
Parks & Recreation: Parks
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11. FY 2011-12
Maintenance Assessment Program (MAP) /
90% or areater 93% 97% 95% N/A
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - "somewhat
safisfied" to "very safisfied" / 90% or
areater
94% 96% 96% 95%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Operating cost per acre $ 13,213 $ 13,667 $ 14,095 $ 12,859
The Maintenance Assessment Program (MAP) reflects the ratings of community representatives, outside
professionals and city employees as to the overall quality of care a park is receiving. Areas of focus include
irrigation, natural and synthetic turf, tot lots, parking lots, park furnishings and sports courts. The ratings
have consistently exceeded the 90 percent benchmark over the last few years. Moving forward, in an
attempt to further increase efficiencies, MAP will now be performed every two years. As a result no data is
available for FY 2011-12.
The parks system continued to exceed the 90 percent benchmark in customer satisfaction responses of
very satisfied or somewhat satisfied for the tenth straight year in the Carisbad Resident Survey. Carisbad is
continuing to deliver a high level of service, while keeping pace with the increasing population and the
demand of citizens for access to open space.
The parks division maintains, refurbishes and enhances 351 acres of developed land: approximately 260
acres of parks and special use areas, 41 acres of civic facilities landscapes, 32 acres of school athlefic fields,
and 18 acres of other amenities including downtown village landscapes, community improvements, and
beach accesses.
The operating costs per acre were significantly reduced from $14,095 in FY 2010-11 to $12,859 in FY 2011-
12. Even though the cost of water and certain maintenance materials, including fertilizer and petroleum-
derived items (gasoline, steel, plastic, etc.), has continued to increase, the overall maintenance costs per
acre have been reduced. This reduction is attributed to operational efficiencies and controlled
expenditures.
21
C I T Y O F
^ CARLSBAD
Parks & Recreation: Recreation
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Adult Sports: T.R.U.S.T. Sportsmanship very
good or excellent / 90% or higher 91% 91% 92% 90%
Number of Technicals, Ejecfions,
Suspensions / ot or below previous year 22 18 14 17
Youth Sports: T.R.U.S.T. Sportsmanship verv
good or excel 1 ent / 90% or higher 96% 96% 96% 95%
Number of Technicals, Ejections,
Suspensions / at or below previous year 3 4 4 5
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - "somewhat
safisfied" to "very satisfied" / 90% or higher 88% 89% 87% 85%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 3011-12:
Operafing cost per capita $ 60.61 $ 54.46 $ 54.43 $ 53.79
Net operating cost per capita $ 34.36 $ 28.36 $ 28.56 $ 29.68
Parks Sc Recreation offers a wide range of programs including youth and adult sports programs and leagues,
special events, camps, preschool combined with a parental educafion component, instructional classes,
teen programs, aquatics, senior activities and nutrition (home meal & congregate services through the
senior center), and senior transportation programs. The division also operates three community centers, a
senior center, an aquatic center, rentals and access associated with two historic sites (Magee Park &. Leo
Carrillo Ranch Historic Park), six large community parks, and 15 medium to small parks which include a dog
park and a skate park.
The Teaching Respect Unity and Sportsmanship through Teamwork (T.R.U.S.T) performance measurement
for both the youth and adult sports programs has exceeded the benchmark since FY 2008-09. The number
of technicals/ejections/suspension violations is reflective of a typical year of sports and will continue to
remain low due to the increase in repeat parficipants and coaches.
The customer safisfaction rating, which measures how satisfied residents are with the city's efforts to
provide recreation programs, is tracking a little bit lower. A Needs Assessment will be completed next fiscal
year which will evaluate our facilities, programs and services. Action plans will be implemented based on
community input and City Council goals.
The department continues to identify efficiencies through a best value approach for services. Both the
expenditures per capita and the net operating cost per capita are in line with staff expectations.
2.^
CITY OF
^ CARLSBAD Parks & Recreation: Trails
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
New mileage per year / 4 miles or greater 3.30 miles 7.85 miles 0.25 miles 0 miles
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - percent of
customer report being "somewhat" or "very
satisfied" with provision of trails and
walking paths / 90% or hiaher
88% 89% 88% 88%
Cost .'"^ . ?• FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Trail maintenance cost per mile $ 5,545 $ 4,453 $ 4,801 $ 4,679
Carisbad residents continue to view open space and trails as an important quality of life issue. Based on the
survey results, additional trails and walking paths are desired. The department will continue to require
public trail easements and the construction of trails as part of ongoing private development for trails
identified in the Citywide Trails Master Plan that fall within private development areas. This includes the
process of increasing the number of Acceptance Agreements for Irrevocable Offers of Dedication for
citywide public trail easements that were previously rejected as part of private development, and entering
into a joint use agreement with SDGSiE to allow trail use on their utility easements that coincide with trails
identified within the city's trails plan. The planning, development and construction of trails are identified
within the Open Space 8t Conservation Element of the City's General Plan. Parks and Recreation is
embarking on an update of the Trails Master Plan to bring the trail planning documents current and for use
in future trail development.The Coastal Rail Trail is not included in the benchmark results due to the unique
nature of this trail and its funding sources as provided through SANDAG.
The number of new trail construction projects continues to decline due to the economic conditions as there
were no new trails built as part of private development. The downturn in privately-built trails can be
expected to continue until residential and commercial development picks up, making it unrealistic to reach
the established benchmark. We do believe we will see an increase in development in 2013 which will result
in new trail development. Total citywide trail mileage is currently at 46.70. A goal of 60 total miles of trails,
at the city's build-out, is identified in the Citywide Trails Master Plan.
The city's trail volunteer program continues to grow in both the number of volunteers as well as the
number of projects completed by volunteers. Staff actively recruits volunteers to help reduce the trail
maintenance cost per mile. The calculation for the trail maintenance cost per mile includes administrative
costs.
In 2011, trail volunteers conducted Carisbad's first trail count on five of the City's trails in an effort to gain a
better understanding of trail use trends in addition to a website trails survey.
23
^ CARLSBAD
CITY OF
Property & Environmental Management: Facilities Maintenance
Performance Measures
Maintenance Assesement Program (MAP) /
areater than 90% 90% 90% 90% N/A
Number of Corrective Maintenance work
orders per 1000 sauare feet/ decrease vear N/A N/A 2.58 2.10
Cost/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Maintenance cost per square foot / less
thon $8.68 $ 6.12 $ 6.38 $ 6.17 $ 5.48
The Facilities Maintenance division is responsible for maintenance and custodial activities at all city-owned
buildings. Quality ratings from community representatives, outside professionals and city employees as
part of the Maintenance Assessment Program (MAP) for city facilities have been consistent for the past
several years. As a result the MAP is now performed every two years and no data is available for the
current fiscal year. A new measure addresses the effectiveness of the preventative maintenance program
by calculating the number of corrective maintenance work orders per 1000 square feet. The department
goal is to reduce the need for corrective maintenance as a result of improved preventative and predictive
maintenance programs. Preventative maintenance will become an increasing area of focus in the coming
years, as staff has improved its maintenance forecasting, and is working with Finance to identify
appropriate funding for major preventative maintenance activities. As the program matures, staff will gain
a better understanding of an appropriate level of corrective maintenance necessary to maintain high
quality facilities.
The calculation of the maintenance cost per square foot includes square footage for all city-maintained
facilities. Costs decreased by 11 percent this fiscal year due to an increase in square footage maintained
(addition of Carlsbad Safety Training Center) and fewer unplanned maintenance events.
Property and Environmental Management will continue to responsibly manage resources through regular
business process review, and ongoing efforts to accurately relate time, resources and costs with
performance measures to monitor efficiency and effectiveness in service delivery.
2.^
CITY OF
^ CARLSBAD
Property & Environmental Management: Fleet Maintenance
Performance Measures
Sen/Ice Detivery/BenchmaH< FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Percent of units available for use / 95% of
the time or areater 98% 98% 93% 94%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Customer survey - rated as "good" or
"excellent" / 90% or greater 97% 97% 94% 94%
Cost/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Cost per unit / decrease from previous
vear $ 3,699 $ 4,081 $ 4,113 $ 3,979
The Fleet Maintenance division provides automotive services for the city's workforce, including
preventative and breakdown maintenance. The "percent of units available for use" service delivery
performance measure reflects the effectiveness of the preventive maintenance program as indicated by
the availability of city vehicles. The measure of vehicle availability is considered an industry standard for
both public and private sector fleet management. In FY 2010-11 the Fleet Maintenance department
increased maintenance on vehicles to meet the scheduled maintenance intervals previously established.
This resulted in an increase in vehicles being serviced, and a reduction in units available for use.
The customer service metric is based on surveys provided to and returned by city staff that uses city Fleet
vehicles. For FY 2011-12, overall customer satisfaction ratings remained above the benchmark. Fleet staff
will continue to monitor and maintain these satisfaction ratings.
Average Fleet Maintenance expenditures per unit were $3,979, a three percent decrease from the previous
fiscal year. This value is derived by taking the total fleet maintenance expenditure divided by the total
number of in-service vehicles (372 total vehicles for FY 2011-12). The cost per unit does not include fuel or
miscellaneous interdepartmental charges. Fleet staff engages in regular cost control measures, such as
renegotiation of pricing on parts and contract services, as well as identifying service efficiencies that work
to stabilize maintenance costs despite external market conditions.
Property and Environmental Management will continue to responsibly manage resources through regular
business process review, and ongoing efforts to accurately relate time and resources with performance
measures.
25
^ CARLSBAD
CITY OF
Property & Environmental Management: Storm Water Protection
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 Pf 2011-12
Number of Notices of Violation received
from Regional Water Quality Control Board
/ none
0
r
0
r
0 0
Number of temporary beach postings due to
urban runoff / none 0 0
r
0
r
0
High priority inlets cleaned / 100% 100% 100% 100% 100%
Complaint Response Tracking - percent of
high priority reports of dumping to storm
drain with inspector on scene within 45
100% 100% 100% 100%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - percent of
residents reporting they have taken acfions
to reduce water pollution based on
messages received / 75% or greater
81% 74% 82% 76%
FY 2008 09 FY 2009-10 FY 2010-11 FY 2011-12
Cost per capita for Storm Water Protection
Program $ 10.42 $ 9.07 $ 8.83 $ 10.02
These measures address the city's efforts to maintain the water quality of Carisbad's streams, lagoons and
beaches. The measures also reflect the effectiveness of programs to reduce pollution in urban runoff.
Service delivery measures are centered on compliance with the Municipal Storm Water Permit issued by
the San Diego Regional Water Quality Control Board. All benchmarks have been met consistently over the
past 4 years. Temporary beach postings, as used in this measure, notify the public of excess bacteria in
ocean water resulting from urban runoff along Carlsbad beaches. Resampling within one business day of
receipt of lab results that Identify unacceptable levels of bacteria allows for the timely identification of
pollution sources. "High priority" reports of dumping to the storm drain are defined as activities which
provide an immediate threat to storm drain pollution.
The customer satisfaction goal is to ensure that 75 percent or more of the Carisbad residents who reported
in the city's annual Resident Survey that they have seen or heard about ways to prevent water pollution
each year have taken acfions to reduce water pollution, such as using a commercial car wash, or cleaning
up trash in city parks and trails. These positive behavioral changes over time result in improved water
quality.
The cost per capita increased as a result increased State Water Resources Control Board fees, internal
service costs, and personnel costs.
24
<X< CITY OF
^ CARLSBAD Safety Services: Fire
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
All Emergency Responses first unit on the /
in 6 minutes or less 75% 74% 72% 71%
All Emergency Responses second unit on
the / in 9 minutes or less 84% 80% 79% 75%
Average number of minutes for first unit to
arrive on scene 4:55 minutes 5:01 minutes 5:04 minutes 5:13 minutes
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - Fire Protecfion
and Emergency Medical Service 94% 95% 94% 96%
Overall Emergency Medical Service
approval 98% 98% 99% 99%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Net operating cost per capita $ 142 $ 136 $ 126 $ 132
Per capita cost percent above / (below)
ICMA data -12% -7% -16% -10%
The Carisbad Fire Department continues its participation in a regional service delivery model, known as
Boundary Drop, which assigns the closest available and appropriate resources to the emergency scene
regardless of which city the unit belongs to. The utilization of the Boundary Drop is routinely being
reviewed to create additional efficiencies in regard to training opportunities and overhead support that
maximize the availability of resources for emergency response. In FY 2011-12, the Carisbad Fire
Department responded to a total of 9,918 emergency incident responses, compared to 9,106 in FY 2010-11.
Although in FY 2011-12 there was a slight increase in the average response time for the first unit to arrive
on scene, the average remains below the established benchmark of six minutes or less. On average, the
first unit dispatched to an emergency incident arrives on scene in 5:13 minutes. The increased response
time can be attributed to several factors; increased populations within the City of Carlsbad and neighboring
jurisdictions, along with an increased call volume, drive time, off-load delays at hospitals, and traffic delays.
In FY 2011-12 the Carlsbad Fire Department responded to 812 more emergency incidents than the previous
year. The Fire Department will continue to monitor response times to emergency incidents to determine
any additional significant, contributing factors to an increased response fime.
The department continues to maintain an exceptional level of customer satisfaction, as evidenced by the
results of two separate customer surveys. The first survey focuses on the public's opinion of the Fire
Department as a whole, were as the second survey focuses on those individuals who have experienced our
EMS System first hand.
Using ICMA for comparison, over the last three years, the Fire Department has consistently reported a
lower per capita cost. Current FY 2011 data provided by ICMA shows the median cost per capita for all
jurisdictions to be $146. As can be seen from the data In the table above, the Fire Department's cost per
capita for FY 2011-12 is approximately 10 percent lower than ICMA.
<Xi CITV Of
^ CARLSBAD Safety Services: Police
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - Cifizen sense of
safety (day time) / 60% or greater 86% 87% 87% 89%
Carisbad Resident Survey - Citizen sense of
safety (night fime) / 31% or greater 52% 53% 56% 58%
Crime Rate:
Violent Crime / lowest third
Property Crime / lowest third
No
Yes
Yes
Yes
Yes
Yes
Yes
No
Clearances:
Violent Crime / top third
Property Crime / top third
No
Yes
No
No
No
Yes
No
Yes
Response Time Average:
Priority 1-6 minutes or less
Priority 2-15 minutes or less
Priority 3-30 minutes or less
6.0 minutes
11.8 minutes
22.6 minutes
5.5 minutes
11.2 minutes
21.3 minutes
5.9 minutes
11.9 minutes
22.8 minutes
5.8 minutes
12.2 minutes
24 minutes
Response Time Distribution:
Priority 1 - 90% less than 6 minutes
Priority 2 - 90% less than 15 minutes
Priority 3 - 90% less than 30 minutes
58%
78%
78%
60%
80%
81%
62%
78%
78%
57%
77%
76%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - "very safisfied"
or "somewhat satisfied" / 90% or greater 90% 92% 92% 92%
Sustained complaint / none 1 0 1 2
Cost/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Cost per capita / $268 (FYll), $265 (FYIO) $ 255 $ 262 $ 265 $ 259
Violent and property crime rates are a calculation of crimes relative to the population. They are expressed
as crimes per 1,000 population. The violent crime rate includes homicide, rape, robbery and aggravated
assault, and the property crime rate includes burglary, larceny-theft and motor vehicle theft. While
Carisbad's property crime rate did not meet the bottom one-third benchmark, at 18.5 crimes per 1,000
population, it is still lower than the county average of 20.2.
Generally, a case is considered "cleared" when at least one person is arrested, charged and turned over to
court for prosecution.
Response time is measured from initial call to first officer on scene. Priority 1 calls Include life and death
emergencies such as violent crimes in progress, armed robbery alarms, injury traffic collisions and
burglaries in progress. Priority 2 calls include non-violent crimes in progress such as petty theft and
burglary alarms. Priority 3 calls include "cold" reports - a report being taken after the crime has occurred.
23
S< C - CITY OF
^ CARLSBAD Transportation: Street Maintenance
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Street light repairs completed within ten days
/ 90% or areater 97% 86% 79% 30%
Recall percent of city traffic signals / 1% or
less 0% 0% 0% 0%
Percent of Prime and Major roadways
refreshed /100% 100% 66% 88% 100%
Percent of time desired response times for
sidewalk repairs are met within 48 hours /
100%
80% 100% 85% 86%
Custonner Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - Repair and
maintenance of local street and roads / 90%
or hiaher
87% 86% 87% 89%
Customer survey - City's management of
traffic congestion / 90% or areater 70% 74% 77% 81%
Cost/Benchmark FY2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Annual maintenance cost per lane-mile /
$6,178 $ 5,888 $ 5,662 $ 5,343 $ 5,583
In FY 2011-12, only 30 percent of city street light repairs were completed within 10 days. This is a direct
result of manufacturer defects, with the induction light replacement program. It is expected that street
light repair performance will be realigned with the benchmark next fiscal year.
In FY 2011-12,100 percent of all prime and arterial roadways were inspected or refreshed to meet the
city's Roadway Striping Plan standards.
In FY 2011-12, 86 percent ofthe sidewalk repair calls received that were determined to be high priority
were mitigated within 48 hours; two business days. In FY 2011-12, 91 percent of all permanent sidewalk
repairs completed within 100 days.
A total of 89 percent of the residents surveyed rated overall repair and maintenance of streets and roads
and road conditions positively; consistent with prior years. A total of 81 percent of the residents surveyed
rated overall management of traffic congestion on City streets positively. In FY 2011-12, the annual
roadway costs are below benchmark.
<<C C Cl T Y O F
^ CARLSBAD Transportation: Traffic Engineering
Pprfnrmnnrp hApnaiir/yc
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Percent of road segments that meet Caltrans
collision rates per million vehicles miles /
100%
86% 90% 94% 100%
Pavement Condition Index (PCI):
Average PCI above 80 77.9 80.3 80.1 80.5
Percent of roods with a PCI above 70 87% 90% 89% 88%
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Percent of routes with a Performance Index
(PI) above 70/60%:
AM Peak (6:30 AM - 8:30 AM):
Off-Peak (10:00 AM - 2:00 PM):
PM Peak (4:00 PM - 6:00 PM):
N/A
N/A
N/A
N/A
N/A
N/A
40%
75%
50%
55%
75%
73%
In FY 2011-12,100 percent ofthe roadway segments are within the statewide collision rate compared to 94
percent in 2010-11. The number of reported traffic collisions totaled 446 in 2012 which is exactly the same
number of collisions compared to the prior year.
The Pavement Condition Index (PCI) is a value rating pavement condition: a PCI value greater than 70
indicates roads which are in good to excellent condition. The average city-wide pavement condition has
remained constant; from 80.1 in 2010-11 to 80.5 in 2011-12, and the percentage of roadways with a PCI
value greater than 70 has also remained relatively constant; from 89 percent to 88 percent.
Phases l/ll of the Traffic Signal Program were completed this year. This work included linking 120 of the
city's 171 traffic signals to the new Traffic Management Center, Over $1M was invested in traffic signal
upgrades on the city's major corridors. The traffic signal timing plans were revised to improve traffic flow
between the city's primary origins and destinations. The equipment upgrades and new signal timing plans
are expected to improve the reliability of traffic signal operations so that drivers can expect consistent
travel times each day.
This year staff implemented a new performance measure for traffic signal operations. The new
Performance Index (PI) is based on the system developed by Orange County Transportation Authority
(OCTA). The PI is calculated using average speed, stops per mile and a "green/red" ratio that is collected
during a floating car study. Carisbad will use the OCTA standard that sets a PI score above 70 as acceptable
signal coordination, and a PI score below 50 to indicate that congestion needs mitigation. The new PI
benchmark has been established as: 60% of our routes will have a PI score above 70. In 2012, a total of 39
routes were measured in the AM Peak, Off-Peak, and PM Peak. Each of the three fime periods met their
benchmarks except in the AM Peak where only 55% of the routes scored a PI above 70. Staff will continue
to evaluate the signal operations to improve the PI particularly in the AM Peak to meet or exceed the
benchmark.
CITY OF
^ CARLSBAD
utilities: Water (Potable and Recycled)
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Total leaks and breaks per 100 miles of
water pipe in the potable system / less
than 32.7
29.1 28.4 26.4 28.3
Total leaks and breaks per 100 miles of
water pipe in the recycled system / less
than 32.7
7.8 1.3 7.8 8.9
Percent of all water samples testing
bacteria-free / 98% or areater 100.0% 100.0% 99.9% 100.0%
C ustomer Satisfactlon/Benchma rk FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - "very safisfied"
or "somewhat satisfied" / 90% or greater 89% 90% 92% 91%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Cost per acre-foot of water sold $1,440 $1,797 $1,987 $1,988
Percent of unaccounted for potable water
/ less than 6% 6.1% 6.1% 5.3% 5.1%
Water service citywide is provided by three water agencies: the Carisbad Municipal Water District (CMWD),
the Olivenhain Municipal Water District, and the Vallecitos Water District. The CMWD service area
incorporates approximately 85 percent ofthe city, generally north of La Costa Avenue.
The Carisbad Municipal Water District's (CMWD) Phase II Recycled Water Plant produces recycled water
that is used within the CMWD service area. The District also purchases recycled water from the Leucadia
Wastewater District and Vallecitos Water District via two inter-agency recycled water agreements.
The ratios of water line leaks and breaks per 100 miles of pipelines in the system were below the Amercian
Water Works Association benchmark of 32.7 breaks and leaks per 100 miles of pipelines in the system. This
benchmark is the average rating for water systems in the western United States with service populafions of
50,001 to 100,000. The ratio is an indication of the integrity of the water distribution system. The lower
ratios for the recycled portion ofthe water system are in part a result ofthe relative newness of a portion
ofthe recycled system.
The cost of water per acre foot is calculated by dividing the total operating cost by the number of acre-feet
sold. The small increase In the cost per acre-foot of water sold is the result of the expenditures increasing
by 5 percent and the total number of acre-feet sold also increasing by 5 percent. The percentage of
unaccounted-for, or "lost" water is below the benchmark of less than 6 percent. Water can be "lost" as a
result of leaks and breaks, inaccurate meter reads, flushing activities designed to maintain water quality,
water used to clean water storage facilities and water used during new pipeline construction.
CITY OF
Utilities: Sewer
Performance Measures
^ CARLSBAD
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Number of overflows per 100 miles of
sewer main / none 1.39 2.08 1.05 0.35
Customer Satisfaction/Benchmark ¥Y 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survey - "very
safisfied" or "somewhat safisfied" / 90%
or areater
91% 93% 91% 89%
Cost FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Cost per million gallons of sewage $4,429 $3,862 $3,440 $ 4,097
Sewer service citywide is provided by three agencies: the City of Carisbad, the Leucadia Wastewater District
and the Vallecitos Water District.
The benchmark for the number of sewer overflows per 100 miles of sewer main is zero. This benchmark is
a result of state-mandated requirements to achieve a goal of zero spills. The city's ratio of 0.35 exceeds the
benchmark but has improved significantly since FY 2009-10, and is the lowest rate since the metric began
being used in FY 2003-04. Despite an aging infrastructure and the resultant challenges, staff is
implementing new programs and activities that will ensure the city's infrastructure is adequately
maintained into the future and replaced when necessary.
Seven sewer overflows were prevented during FY 2011-12 by utilizing newer technology. The SmartCover™
is a device that is installed in a manhole and alerts staff automatically to changing conditions within the
sewer system. This gives staff time to respond quickly to prevent sewer overflows. Staff is assessing
additional locations for deployment of SmartCover™(s) as well as investigating possible implementation of
other technologies to ensure sewer system reliability.
Customer satisfaction was one percentage point below the benchmark of 90 percent, but continues to
consistently be near the benchmark figure.
The Sewer division continues Its active outreach program. During FY 2011-12 the division hosted a booth at
the street fair and gave presentations about how to keep the sewer system clean at local schools.
The cost measure results reflect ali of the operating costs including transfers to the replacement fund. In
FY 2010-11 (the previous fiscal year) there was a one-time reduction in the replacement transfer, resulting
in a lower than normal annual cost. The FY 2011-12 cost is more in line with what would be expected.
32-
<^ (J' C I T Y O F
^ CARLSBAD
utilities: Solid Waste
Performance Measures
Service Delivery/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Annual Disposal Rate / greater than 8.4
pounds 6.5 Ibs. 5.8 Ibs. 5.6 Ibs. 5.7 Ibs.
Customer Satisfaction/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Carisbad Resident Survev:
Trash/90%
Recycling / 90%
Household Hazardous Waste / 90%
89%
80%
66%
N/A
N/A
N/A
93%
84%
72%
95%
94%
75%
Cost/Benchmark FY 2008-09 FY 2009-10 FY 2010-11 FY 2011-12
Residenfial Rates / Lowest third Yes Yes Yes Yes
Commercial Rates / Lowest third Yes Yes Yes Yes
The Annual Disposal Rate is based on Senate Bill 1016, the Disposal Measurement System Act of 2008,
effective January 1, 2007. This act requires Carisbad to not exceed a maximum amount of 8.4 pounds of
solid waste per person per day. The Annual Disposal Rate benchmark is based on solid waste generation
from 2003 through 2006.
A new solid waste services hauling contract went into effect on July 1, 2012 and included the following
significant upgrades: fully automated collection, single stream recycling, rolling carts for
trash/recycling/green waste, enhanced bulky item collection, and curbside electronic waste collection.
The decline in the annual disposal rate from the height of 7.0 Ibs. in 2007 may be related to the economy
and residents purchasing fewer goods rather than changes to the solid waste program. It is anticipated
that the new single stream recycling will have a positive impact on the annual disposal rate in the coming
years; however, as the economy improves there may be an offsetting negative impact on the disposal rate.
The annual Carlsbad Resident Survey for FY 2011-12 indicates that customer satisfaction has increased
across the board for solid waste services (most notably for recycling). This may be a reflection of how
residents perceive the new solid waste services.
Carisbad's residential and commercial solid waste rates continue to be the lowest in San Diego County.
CITY OF
CARLSBAD
Carlsbad Survey Repor
Conducted for the City of Carlsbad
December 2012
bw RESEAFJCH
PARTNERSHIP
2725 JEFFERSON STREET, SUITE 13, CARLSBAD CA 92008
50 MILL POND DRIVE, WRENTHAM, MA 02093
T (760) 730-9325 F (888) 457-9598
b w r e s e arch, c oni \m\ iVf H
icebook.com/bwresearch H.K^^
twitter.com/BW Research ^trj
Resident Survey Report
City of Carisbad
TABLE OF CONTENTS
List of Figures ii
List of Tables ii
Executive Summary 1
Key Findings 1
Conclusions 2
Satisfaction with City Services 4
Satisfaction - Comparison to Other Cities 6
Quality of Life 7
Perceived Direction 9
Number One Way to Improve Quality of Life 10
Quality of Life - Comparison to Other Cities 12
Sense of Community 14
Safety 17
Safety - Comparison to Other Cities 19
Confidence in City Government 21
Community Values 23
Satisfaction with Specific City Services 24
Satisfaction with City-Resident Communication 29
Recent Communication with the City of Carlsbad 31
Information Sources 32
Preventing Pollution of Creeks, Lagoons, and Ocean 33
Source of Information 34
Action Based on Information 35
Experience Visiting the Carlsbad Village 36
Appendix A: Methodology A-1
Appendix B: Survey Toplines B-1
[bw] RESEARCH
PARTNERSHIP 36
Resident Survey Report
City of Carisbad
LIST OF FIGURES
Figure 1: Satisfaction with City Services 4
Figure 2: Satisfaction with City Services - Comparison to Other Cities 6
Figure 3: Quality of Life Rating 7
Figure 4: Quality of Life Direction 9
Figure 5: Number One Way to Improve Quality of Life 11
Figure 6: Quality of Life Rating - Comparison to Other Cities 12
Figure 7: Quality of Life Direction - Comparison to Other Cities 13
Figure 8: Sense of Community Index 14
Figure 9: Sense of Community Index Levels 15
Figure 11: Safety in Carlsbad 17
Figure 12: Safety Walking Alone During the Day - Comparison to Other Cities 19
Figure 13: Safety Walking Alone After Dark - Comparison to Other Cities 20
Figure 14: Confidence in City Government to Make Decisions 21
Figure 15: Agreement with Statements about Characteristics of Carlsbad 23
Figure 16: Satisfaction with Specific Services 24
Figure 17: Satisfaction with Specific Services by Year: Part 1 26
Figure 18: Satisfaction with Specific Services by Year: Part 2 27
Figure 19: Satisfaction with Specific Services by Year: Part 3 28
Figure 20: Satisfaction with City-Resident Communication 29
Figure 21: Method of Communication with City Staff (n=288) 31
Figure 22: Frequency of Using Information Sources 32
Figure 23: Informed about Preventing Water Pollution 33
Figure 24: Source of Pollution Prevention Information (n=573) 34
Figure 25: Action Taken Based on Pollution Prevention Information (n=573) 35
Figure 26: Experience Visiting Carlsbad Village 36
LIST OF TABLES
Table 2: Satisfaction with Specific Services 25
Table 3: Overview of Project Methodology A-1
[bw] RESEARCH
PARTNERSHIP 2^
Resident Survey Report
City of Carisbad
EXECUTIVE SUMMARY
For the sixth consecutive year, the City of Carisbad and its performance measurement
team partnered with BW Research Partnership, Inc., (BW Research) to conduct its
public opinion survey of Carisbad residents. The main research objectives ofthe 2012
study were to assess residents' perceptions regarding city services, quality of life, sense
of community, neighborhood safety, city government, community values, and city-
resident communication in Carisbad. This report displays five years of survey results.
The city-wide survey of residents was administered by telephone (both landline and
mobile) from September 12 through October 8, 2012 and calls averaged 20 minutes in
length. A statistically representative sample of 1,001 Carisbad residents 18 years and
older completed the survey, resulting in a maximum margin of error +/- 3.08 percent (at
the 95% level of confidence) for questions answered by all 1,001 respondents.
KEY FINDINGS
100% 93_5% 94_4%
80%
60%
40%
20%
0%
91.6% 88.9% 90.9%
2011 2010
• Very satisfied Light
2009 2008
Somewhat satisfied
Ninety-four percent of residents were
satisfied with the job the City of Carisbad is
doing to provide city services and 63 percent
were very satisfied - the highest percentage
reported in any survey year.
When asked about specific services,
residents who provided an opinion were most
satisfied with the city's efforts to provide
library services (97%), maintain city parks
(95%), provide trash collection services
(95%), provide recycling collection (94%),
and provide fire protection and emergency
medical services (93%).
Among those who provided an opinion, satisfaction with the city's efforts to provide
recycling services reached a new high in 2012. Although overall satisfaction remained
unchanged, "very satisfied" increased for the city's efforts to provide library services,
maintain city parks, provide trash collection services, provide water services, provide
trails and walking paths, and maintain the business climate in Carisbad.
Satisfaction among those who provided an opinion for the city's efforts to provide local
arts and cultural opportunities and provide sewer services was statistically lower in 2012
than at least one other survey year, driven by increases in the percentage of residents
who answered "neither satisfied nor dissatisfied."
Quality of Life
Ninety-seven percent of residents rated their quality of life in the City of Carisbad as
excellent (65%) or good (32%) in 2012. Residents were more positive than in previous
years regarding the direction ofthe quality of life. Twenty-three percent rated the quality
of life as getting better, 62 percent viewed it as staying about the same, and only 11
percent felt it was getting worse.
bv/ RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
The overall safety percentages reported by residents in 2012 matched the overall highs
from last year and reached new highs for those who felt very safe for both walking alone
during the day and after dark in their neighborhoods. An overwhelming 99 percent of
residents reported feeling safe walking alone in their neighborhoods during the day (89%
very safe) and 90 percent of residents reported feeling safe walking alone in their
neighborhoods after dark (56% very safe).
100%
80%
60%
40%
20%
0%
80.3% 83.5% 77.6% 73.7% 75.7%
2012 2011 2010 2009 2008
Dark = Very confident Light = Somewhat confident
Confidence sn City Government
Consistent with the levels reported in
2010 and 2011 and statistically higher
than 2008 and 2009, 80 percent of
residents indicated confidence in
Carisbad city government to make
decisions that positively affect the
lives of community members.
Sense of Community
Based on a seven-question series, 45 percent of residents were classified as having a
"high" sense of community. Within the series, Carisbad residents reported the highest
level of agreement with items related to "community values."
City-Resident Communication and Information Sources
Eighty-five percent of residents were satisfied (51% very
satisfied) with the city's efforts to provide information to residents
through its website, newsletters, water bill inserts, and related
sources of information. The most utilized sources for information
about city issues, programs, and services were the city's website
(72%), flyers that come in the water bill (69%), and the
community services and recreation guide (68%).
•Very satisfied
•Somewhat satisfied
6%T OSo'^^w'^^t dissatisfied
7<J^y BVery dissatisfied
• DK/NA
CONCLUSIONS
The City of Carisbad is evolving in terms ofthe issues and concerns that dominate
residents' attention. In 2006, just over half of residents identified growth and
development as a top concern, followed by almost a third of residents that indicated
traffic and roads as their top concern. Six years ago respondents were six times as likely
to identify growth and overcrowding as a top concern compared to the quality of schools
or six times as likely to talk about traffic and roads as a top concern compared to the
cost of living and housing in the city. Today, the landscape of issues that are top of mind
to Carisbad residents has become considerably more diverse.
This year's survey asked all respondents to identify the top issues related to
improvement of the quality of life in Carisbad and not one single issue received over ten
percent of responses. The 2006 question related to residents' top concern about the
bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carlsbad
City of Carisbad is not directly comparable to this year's question about the number one
issue to improve quality of life in the city. However the two questions are indirectly
comparable when evaluating the top issues that come to residents' minds when
discussing what should be improved in the City of Carisbad. In 2012, while growth and
development (10%) as well as traffic (9%) and infrastructure (7%) remain important to
Carisbad residents, other issues such as improving schools (7%), preserving open
space (6%), and increasing or improving police services (4%) are all becoming topics
that residents are identifying and discussing as issues they believe the city should focus
on in the immediate future.
Community Values
This year's survey tested a new series of questions based on Carisbad's core values
and visions developed through the city's "Envision Carisbad" visioning process. The
survey identified 12 discrete components ofthe nine core values and vision statements
to describe the City of Carisbad. Each ofthe 12 discrete components describes qualities
or attributes that reveal how Carisbad is, or what it is striving to be, and respondents
were asked to provide their level of agreement with each statement. Of the items that
were tested in this section ofthe survey, the highest level of agreement was found with:
"Carisbad promotes active lifestyles by providing access to trails, parks, beaches, and
other recreational opportunities" (95% total agreement among those who provided an
opinion), "Carisbad maintains its beach community character" (90%), and "Carisbad
supports a strong local economy by promoting business diversity and tourism" (87%).
The lowest levels of agreement were reported for "Carisbad is improving access to
public transportation" (47%) and "Carisbad celebrates the city's cultural heritage" (68%).
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City ofCarlsbad
SATISFACTION WITH CITY SERVICES
Ninety-four percent of residents surveyed in 2012 were satisfied with the job the City of
Carisbad is doing to provide city services.
The overall percentage satisfied was statistically consistent with the percentages
reported over the
last two years
and higher than
2008 and 2009
(2012: 94%,
2011: 94%,
2010: 92%,
2009: 89%,
2008: 91%).
The percentage
of residents
"Very satisfied"
with the job the city is doing peaked in 2012, with the percentage statistically higher than
2008 and 2009 (2012: 63%, 2011: 61%, 2010: 60%, 2009: 56%, 2008: 58%)
In 2012, 63 percent of residents were "Very satisfied," 30 percent "Somewhat satisfied,"
four percent were dissatisfied, and three percent did not know or declined to state their
level of satisfaction.
Figure 1: Satisfaction with City Services
80% ^ ^-^ ' - - ^
60%
40%
20%
0%
IB 2012
• 2011
• 2010
• 2009
• 2008
• 2012
• 2011
• 2010
• 2009
• 2008
Very
satisfied
Somewhat
satisfied
Somewhat
dissatisfied
Very
dissatisfied DK/NA
63.5%^*^ 30.0% 1.3%° 2.8%*
6T.1%^ 33!3% i;8%°*" 1.0%'^ 2.8%*^
59.9%° 31.7% 2.2% "i.6%° 4.7%
55.5% 33.4% 3.5% 4.1%* 3.4%
58.4% 32.5% 3^5% 2.4% 3.2%
Statistically significant change from 2011 (p<.05) * Statistically significant change from 2010
Statistically significant change from 2009 Statistically significant change from 2008
[bw" RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Throughout this report, analyses of responses by resident sub-groups (i.e., cross
tabulation data) will be presented in text boxes. The following is an examination of
satisfaction with the city's provision of services among sub-groups.
Residents who were satisfied with the job the city is doing to provide services
were more likely to rate other aspects of life in Carisbad favorably. Resident
satisfaction with the job the city is doing to provide services was positively
correlated with a number of metrics within the survey, including: quality of life
ratings, perceptions regarding the direction ofthe quality of life, safety in their
neighborhoods (both walking alone during the day and night), sense of
community, confidence in city government, satisfaction with city-resident
communication, and experience visiting the Village.
A regression analysis revealed the following as the top predictors of
satisfaction with the job the city is doing to provide services (in order of
influence):
o Ratings for the quality of life in Carisbad;
o Satisfaction with the city's efforts to maintain the business climate in
Carisbad; and
o Satisfaction with the city's efforts to provide law enforcement services.
Satisfaction was close to 90 percent or higher for the vast majority of
demographic sub-groups and the only statistically significant difference in
overall satisfaction was found by zip code. Although still high at 89 percent,
residents of zip code 92011 reported lower satisfaction than those in the other
three zip codes (92008: 96%, 92009: 93%, 92010: 96%, 92011: 89%).
Although no overall differences in satisfaction were found for the following
sub-groups, their intensity of satisfaction differed.
o Women were more likely to report being "Very satisfied" with the city's
efforts to provide services than men (67% vs. 60%).
o Residents with two children in the home were less likely to report being
"Very satisfied" and more likely to report being "Somewhat satisfied" as
compared to those without children, one child, or three or more (No
children: 65%, 1 child: 66%, 2 children: 53%, 3 or more children: 73%).
o Compared with other ethnic groups, Asian residents were more likely
to report being "Somewhat satisfied" as compared to "Very satisfied."
o A higher than average percentage of residents within the La Costa/ La
Costa Canyon neighborhood reported being "Very satisfied" (72%),
whereas a lower than average percentage in "Rancho La Costa/ La
Costa Oaks/ La Costa Ridge" were "Very satisfied" (56%).
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
SATISFACTION - COMPARISON TO OTHER CITIES
The City of Carisbad remained in the top tier with regard to residents' satisfaction with
the job the city is doing to provide services. The figure below shows the range of
satisfaction scores reported by cities throughout California that have conducted
comparable studies within the past five years.
Figure 2: Satisfaction with Citv Services - Comparison to Other Cities^
Small City, Riverside County
Mid-sized City, Orange County
City of Carlsbad, San Diego County
Mid-Sized City, Ventura County
Mid-Sized City, San Mateo County
Small City, Orange County
Mid-Sized City, San Diego County
Small City, Contra Costa County
Mid-Sized City, San Diego County
Mid-Sized City, San Bernardino County
Mid-Sized City, Sacramento County
Large City, Santa Clara County
Mid-Sized City, Contra Costa County
Small City, Riverside County
Mid-Sized City, Santa Clara County
Mid-Sized City, Los Angeles County
Large City, Fresno County
78%
77%
75%
74%
73%
0% 20% 40% 60% 80% 100%
^ Small cities were defined as those with a total population up to 50,000. Mid-sized cities were those with a
population between 50,001 and 150,000. Large cities were those with a population of 150,001 or more.
[bw] RESEARCH
PARTNERSHIP ^7-
Resident Survey Report
City of Carisbad
QUALITY OF LIFE
Ninety-seven percent of residents surveyed in 2012 rated their quality of life in the City of
Carisbad as "Excellent" (65%) or "Good" (32%). Three percent rated it as "Fair" and zero
percent provided a negative rating.
The overall positive rating reported in 2012 was statically higher than 2008 and
consistent with the percentages reported from 2009 to 2011.
Figure 3: Quaiity of Life Ratinc|
Excellent
Good
Fair
2.8%^
J.0%#a¥
3.4%
3.6%
3.6%
0.0%^*
] 0.5%°
Poor I 0.3%¥
0.0% ¥
a 1.1%
0.2%
0.2%
Very poor f 0.2%
0.0%^
1 0.4%
0.2%
0.3%
DK/NA i 0.2%
0.6%
0.4%
0%
65.0%^
60.5%
63.9% I
61.9% 1
61.0%
31.8%
34.2°/o I
33.9%
33.5%
20% € 40% 60%
Positive
2012 = 97%^ !
2011 = 98%#°1
2010 = 96% j
2009 = 96%
2008 = 95%
• 2012
• 2011
• 2010
• 2009
• 2008
80%
Statistically significant change from 2011 (p<.05)
Statistically significant change from 2010
° Statistically significant change from 2009
Statistically significant change from 2008
bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
The following is an assessment of quality of life ratings by resident sub-groups.
• Quality of life ratings were positively correlated with a number of other
variables throughout the survey, including: perceptions regarding the direction
of the quality of life, satisfaction with the job the city is doing to provide
services, satisfaction with city-resident communication, sense of community,
confidence in city government, safety walking alone in their neighborhood (day
and night), and experience visiting Carisbad's Downtown Village.
• A regression analysis revealed the following as the top predictors of residents'
quality of life ratings (in order of influence):
o Satisfaction with the job the city is doing to provide services;
o Agreement with the community values item "Carisbad has a small
town, connected feel";
o Agreement with the sense of community item "If there is a problem in
my neighborhood, people who live here can get it solved"; and
o Agreement with the community values statement "Carisbad maintains
its beach community character".
• Residents who did not visit Carisbad's Downtown Village in a typical month
were less likely than those who typically visited to rate their quality of life in
Carisbad as "Excellent" or "Good" (88% vs. 97%).
• Given the consistently high overall quality of life ratings among sub-groups,
the assessment below focuses on differences in "Excellent" ratings.
o Residents who have lived in Carlsbad for at least 15 years were more
likely to rate their quality of life as "Excellent" as compared to those
living in the city less than 15 years (71% vs. 62%).
o Residents living in a single family home (69%) or apartment (65%)
were more likely to rate the quality of life as "Excellent" compared with
those in a condominium or townhome (53%).
o A higher than average percentage of residents 18 to 24 years of age
rated the quality of life in the city as "Excellent" (74% vs. 65%).
o Residents in zip code 92008 were the most likely to rate the quality of
life in Carisbad as "Excellent," whereas those in 92010 were more
likely to rate it as "Good" (Excellent: 92008: 71%, 92009: 65%, 92010:
59%, 92011:62%,).
o A lower than average percentage of Calavera Hills/ Tamarack Point
residents rated the quality of life in Carisbad as "Excellent" (58% vs.
65%).
[bw]l ESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
PERCEIVED DiRECTION
Residents were also asked whether they felt that the quality of life in Carisbad was
getting better,
getting worse, or
staying about the
same.
Residents
reported more
favorable ratings
m '^^^^^^^M in 2012 than
previous years,
with 23 percent
rating the quality
of life as "Getting
better"
(statistically higher than 2009-2011) and only 11 percent indicating that the quality of life
was "Getting worse" (statistically lower than 2008-2010). Sixty-two percent of residents
surveyed felt that the quality of life in the city was "Staying about the same."
Figure 4: Quality of Life Direction
80% -f- - - - ^ -.-.^ ^
60%
40%
20%
0%
• 2012
• 2011
• 2010
• 2009
• 2008
Getting better Staying about
the same Getting worse DK/NA
• 2012 23.2%^*° 61.9%^* 11.4% 3.4%
• 2011 17.1%* 68.1%°* 11.0%*°* 3.8%
• 20101 16.5%* 64^7%° * 15.2%°^ 3.6%
• 2009 59.8% 20.9% 4.2%^
• 2008 2ll% 56.5% 20.0% 2.4%
Statistically significant change from 2011 (p<.05) Statistically significant change from 2010
Statistically significant change from 2009 Statistically significant change from 2008
bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Higher than average negative perceptions regarding the direction ofthe
quality of life (11 % "Getting worse" across all 2012 respondents) were
reported among residents that have lived in Carisbad for 15 or more years
(17%), those who lived in zip code 92011 (18%), and those in the South
Beach/ Terramar (20%) and Poinsettia/ Aviara (17%) areas.
NUMBER ONE WAY TO IMPROVE QUALITY OF LIFE
All respondents were next asked to identify the number one thing that the City of
Carisbad could
do to improve the
quality of life
within the
community.
Asked in an
open-ended
format, a third of
residents did not
identify anything^
and no single
response was
cited by more
than ten percent
of residents.
Past surveys only asked this question among the sub-set of respondents who rated
the quality of life in the city as "Poor" or "Very poor" or felt it was "Getting worse."
When the data were filtered to only examine this sub-set of 115 respondents for
2012, the most frequently cited response among this group was to stop building and
growth (29%), followed by "Improve schools" (15%), "Fix the traffic problems" (11%),
and "Preserve more open space" (10%).
Each year, the leading suggestion for the number one way to improve the quality of
life among this sub-group has been that the city should stop building and growth.
Although still in the top position, the percentage citing this response has fallen under
30 percent for the last two years (2012: 29%, 2011: 27%, 2010: 34% 2009" 37%
2008: 48%).
Compared to previous years, the percentage of respondents in this sub-set that cited
"Improve schools" (2012: 15%, 2011: 6%, 2010: 4%, 2009: 3%, 2008: 6%) and
"Preserve more open space" (2012: 10%, 2011: 3%, 2010: 2%, 2009: 3%, 2008: 3%)
have both more than doubled.
Response categories of "Nothing needs improvement" and "DK/NA.
[bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Figure 5: Number One Way to Improve Qualitv of Life^
Stop building/ stop growth
Fix the traffic problems
Improve the quality ofthe roads and other
infrastructure
Improve schools
Preserve more open space
Increase/ improve police services
Be more business friendly/ provide more
shops
Increase recreation opportunities
More community events/ programs
Improve beach access
Better economic plan/ lower taxes
More affordable housing
Listen to the residents/ care more about
the people in the community
24.5%
0% 20% 40%
Categories with less than one percent were combined into "Other" (see Appendix B for full breakdown).
[bw] RESEARCH
PARTNERSHIP ^1
Resident Survey Report
City of Carisbad
QUALITY OF LIFE - COMPARISON TO OTHER CITIES
This section displays examples of residents' quality of life ratings from cities that have
conducted comparable studies within the past five years. The 97 percent overall quality
of life rating provided by Carisbad residents places the city in the top tier.
Figure 6: Qualitv of Life Rating - Comparison to Other Cities'*
% of Residents that Rate the Quality of Life in their City as "Excellent" or "Good"
Mid-Sized City, Orange County
MId-Sized City, Orange County
City of Carlsbad, San Diego County
Mid-Sized City, Orange County
Small City, San Mateo County
Small City, San Diego County
Mid-Sized City, San Mateo County
Mid-Sized City, Riverse County
Mid-Sized City, San Diego County
Mid-Sized City, Orange County
Mid-Sized City, Santa Clara County
Mid-Sized City, Alameda County
Large City, San Diego County
Mid-Sized City, San Bernardino County
Large City, Santa Clara County
Large City, Riverside County
Mid-Sized City, Contra Costa County
Small City, El Dorado County
Large City, Los Angeles County
Small City, Riverside County
Small City, Sacramento County
77%
75%
72%
70%
70%
62%
56%
0% 20% 40% 60% 80% 100%
Small cities were defined as those with a total population up to 50,000. Mid-sized cities were those with a
population between 50,001 and 150,000. Large cities were those with a population of 150,001 or more.
[bw] RESEARCH
PARTNERSHIP 41)
Resident Survey Report
City of Carisbad
The figure below displays the percentage of residents that viewed the quality of life in
their city as either "Getting better" or "Staying about the same." Among comparable
research studies from cities throughout California, the combined 85 percent reported by
Carisbad residents places the city at the top of the chart.
Figure 7: Quality of Life Direction •- Comparison to Other Cities^
% of Residents that View the Quality of Life in their City as
"Getting better" or "Staying about the same"
City of Carlsbad, San Diego County
Small City, Alameda County
Small City, San Luis Obispo County
Mid-Sized City, Sacramento County
Large City, Santa Clara County
Large City, Sacramento County
Large City, San Bernardino County
Small City, Los Angeles County
Small City, Riverside County
Large City, Riverside County
Large City, Marin County
Large City, Kern County
Mid-Sized City, Contra Costa County
Mid-Sized City, Riverside County
69%
66%
64%
60%
51%
47%
0% 20% 40% 60% 80% 100%
Small cities were defined as those with a total population up to 50,000. Mid-sized cities were those with a
population between 50,001 and 150,000. Large cities were those with a population of 150,001 or more.
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
SENSE OF COMMUNITY
To assess sense of community among residents, a seven-question series known as the
"Brief Sense of Community Index"® was utilized. The series assesses the three
underlying dimensions of sense of community: "Social connections," "Mutual concerns,"
and "Community values."
The figure beiow displays the questions used to measure sense of community as well as
overall agreement with each statement (disagreement for reverse-coded items).
Carisbad residents reported the highest level of agreement with items related to
"Community values" (76% average) and "Mutual concerns" (74% average).
Figure 8: Sense of Community Index
iStrongly agree OAgree
w c o
o o
C c o o
o o w
1 can recognize most of the
people who live In my
neighborhood
25% 50.4%
1 can recognize most of the
people who live In my
neighborhood
Very few of my neighbors know
me*
Very few of my neighbors know
me* 16% 46.1%
I have almost no influence over
what my neighborhood is like* Bj 45.6%
(0
c
0) u c o o
3
3
If there is a problem in my
neighborhood, people who live
here can get it solved
My neighbors and I want the
same things from this
community
o It is very important for me to feel
•| a sense of community with other
> residents
E E o o
How strongly feel sense of
community
18% 57.2%
20% 51.7%
27.8% 51.3%
32.8% 40.6%
Total agree
75.1%
62.4%
53.3%
75.2%
72.2%
79.1%
73.3%
Average
63.6%
73.7%
76.2%
0% 20% 40% 60% 80% 100%
* Items reverse coded. Percentage shown is total disagreement. Disagreeing with these statements indicates a higher
sense of community.
^ Long, D.A. and Perkins, D.D. (2003), "Confirmatory Factor Analysis ofthe Sense of Community Index and
Development of a Brief SCI." Journal of Community Psychology 33(3): Pages 279 - 296.
[bw] RESEARCH
PARTNERSHIP ^0
Resident Survey Report
City of Carisbad
In 2012, 45 percent of residents were classified as having a "High" sense of community,
meaning that
they agreed with
six of the seven
items in the
series. This
percentage was
statically higher
than 2009, but
otherwise
consistent with
2008, 2010, and
2011.
Forty-two percent
of residents
placed in the
"Medium" sense
of community group, having agreed with three, four, or five items in the series
(consistent with 2010 and 2011 and lower than 2008 and 2009).
Consistent with previous years, 13 percent of residents were classified in the "Low"
sense of community group, identifying with fewer than three ofthe items.
Figure 9: Sense of Community index Levels
100% 1
80% 1
60%
40%
20%
0%
13.3%
41.7%
a ¥
13.9%
43.0%
12.2%
43.9%
13.3%
48.3%
12.7%
46.4%
2012
43.0%
2011
44.0%
iHigh
2010
• Medium
40.9%
2009 2008
• Low
Statistically significant change from 2011 (p<.05)
Statistically significant change from 2010
Statistically significant change from 2009
Statistically significant change from 2008
bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
The following is an examination of sense of community levels by resident sub-groups.
• Sense of community was positively correlated with a number of factors
throughout the survey, including: satisfaction with the job the city is doing to
provide services, quality of life ratings, perceptions regarding the direction of
the quality of life, satisfaction with city-resident communication, feeling safe
walking alone in their neighborhoods (during the day and night), confidence in
city government, and experience visiting the Carisbad Village.
• A regression analysis revealed the following as the top predictors of residents'
sense of community:
o Agreement with the community values statement "Carisbad has a
small town, connected feel" and
o Use of the community services and recreation guide as a source for
information on city issues, programs, and services.
• Residents who visited the Carisbad Village in a typical month were much more
likely to be classified as having a "High" sense of community than those who
did not visit (46% vs. 25%).
• Close to the majority of residents (49%) who have lived in Carisbad for at least
ten years placed in the "High" sense of community group compared with 40
percent of those who have in the city less than ten years.
• Among the different information sources available to find out about city issues,
programs, and services, residents who frequently ("Regulariy" or
"Sometimes") utilized Patch.com were the most likely to place in the "High"
sense of community group.
• Residents who owned their home as well as those living in a single family
detached home were more likely to be classified in the "High" group than
renters and those living in apartments, condominiums, or townhomes.
• Residents with children in the home were more likely to be classified as
having a "High" sense of community than those without children (52% vs.
41%). In addition, a higher percentage of residents with two or more children
placed in the "High" group than those with one child (57% vs. 43%).
• Fifty-four percent of residents 35 to 44 years of age placed in the "High" sense
of community group compared with 41 percent of residents 18 to 34 years of
age and 45 percent of residents 45 years and older.
• Residents in zip code 92009 were more likely than those in other zip codes to
be classified as having a "Low" sense of community (92008:11%, 92009:
18%, 92010: 9%, 92011: 10%).
• A higher than average percentage of residents in the Rancho La Costa/ La
Costa Oaks/ La Costa Ridge (20%), Rancho Carillo/ Bressi Ranch/ La Costa
Greens (18%), and La Costa/ La Costa Canyon (17%) neighborhoods placed
in the "Low" group.
[bw] RESEARCH
PARTNERSHIP 52-
Resident Survey Report
City of Carisbad
SAFETY
Carisbad residents continue to feel very safe in their neighborhoods. An ovenA/helming
99 percent of residents felt safe walking alone in their neighborhoods during the day
(89% "Very safe") and 90 percent of residents felt safe walking alone after dark (56%
"Very safe"). One percent of residents reported feeling unsafe walking alone in their
neighborhoods during the day and seven percent felt unsafe after dark.
Driven by increases in the percentage who felt "Very safe" for both metrics, the
combined safety percentage reported by residents for walking alone in their
neighborhoods during the day was statistically higher in 2012 than 2009 (97%) and
consistent with the levels reported in 2010 (98%) and 2011 (99%). The combined safety
percentage reported by residents for walking alone in their neighborhoods after dark was
statistically consistent with 2011 and higher than 2009 and 2010 (2012: 90%, 2011:
90%, 2010: 87%, 2009; 85%).
Figure 10: Safety in Carlsbad'
100%
80%
60%
40%
20%
9.3%^ 12.4% 10.9% 11.4%
^.4% • 86.2% • 86.8% • 85.5%
100%
80%
60%
40%
20%
33.7%
Ai
35.8%
6.7%
36.6%
8.3%
33.0%
^ W 61.1% W 52.3%
0%
2012 2011 2010 2009
Walldng alone in neighborhood during
the day
0%
2012 2011 2010 2009
Walldng alone in neighborhood after
dark
iVerysafe •Somewhat safe nSomewhat unsafe eVery unsafe nOK/NA
^ Statistically significant change from 2011 (p<.05)
Statistically significant change from 2010
° Statistically significant change from 2009
^ Question not asked in 2008. Due to space constraints, the following symbols were omitted from the chart
for walking alone in neighborhood during the day: "Somewhat unsafe" was statistically lower in both 2012
and 2011 than 2009, "Very unsafe" was statistically lower in 2012 than 2011, and "DK/NA" was statistically
lower in 2012 than 2009.
[bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Safety walking alone in their neighborhoods (during both the day and night)
was positively correlated with a number of other metrics within the survey,
including: satisfaction with the job the city is doing to provide services, quality
of life ratings, sense of community, confidence in city government, satisfaction
with city-resident communication, and experience visiting the Village.
Given the very high percentage of residents that felt safe walking alone in their
neighborhoods during the day (and thereby the limited amount of
differentiation among sub-groups), the focus ofthe sub-group analysis below
is on safety walking alone after dark.
o Women were more likely than men to report feeling unsafe walking
along in their neighborhoods after dark (10% vs. 3%). Further, 72
percent of men reported feeling "Very safe" compared with 41 percent
of women.
o A higher than average percentage of Asian residents reported feeling
unsafe in their neighborhoods after dark (21% vs. 7%).
o Residents who identified as living in a Carisbad neighborhood (91 %) or
gave the name of their homeowners' association as their neighborhood
(92%) were much more likely to report feeling safe in their
neighborhood after dark than those who did not provide either (82%).
o A higher than average percentage of residents in the Village/ North
Beach/ Barrio area reported feeling unsafe in their neighborhood after
dark (15% vs. 7%).
bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
SAFETY - COMPARISON TO OTHER CITIES
The figure below shows examples of residents' feelings of safety walking alone in their
neighborhoods during the day in cities throughout the state that have conducted
comparable studies within the past five years. No city has reported higher than a 99
percent safety rating for this metric.
Figure 11: Safety Wall<ing Alone During the Dav - Comparison to Other Cities
City of Carlsbad, San Diego County
Small City, Riverside County
Mid-Sized City, San Diego County
Small City, El Dorado County
Mid-Sized City, Los Angeles County
Mid-Sized City, San Diego County
Mid-Sized City, San Bernardino County
MId-Sized City, Riverside County
Mid-Sized City, Sacramento County
Large City, San Francisco County
Small City, Riverside County
Mid-Sized City, Contra Costa County
83%
81%
70%
0% 20% 40% 60% 80% 100%
[bw]; ESEARCH
PARTNERSHIP 5"^
Resident Survey Report
City of Carisbad
Carisbad remained in the top tier with regard to residents' safety ratings for walking
alone in their neighborhoods after dark.
Figure 12: Safety Walking Alone After Dark - Comparison to Other Cities
Mid-Sized City, Orange County
Mid-sized City, Orange County
Small City, Orange County
City ofCarlsbad, San Diego County
Small City, Santa Clara County
Small City, Riverside County
Small City, El Dorado County
MId-Sized City, Santa Clara County
Mid-Sized City, San Mateo County
Mid-Sized City, Santa Clara County
Mid-Sized City, San Diego County
Mid-Sized City, San Diego County
Mid-Sized City, Sacramento County
Large City, Santa Clara County
Mid-Sized City, San Bernardino County
Mid-Sized City, Sacramento County
Small City, Riverside County
Large City, San Francisco County
Mid-Sized City, Contra Costa County
66%
55%
52%
50%
42%
0% 20% 40% 60% 80% 100%
[bw] RESEARCH
PARTNERSHIP
Consistent with the levels reported in 2010 and 2011 and statistically higher than 2008
and 2009, 80 percent of residents reported confidence in Carlsbad city government to
make decisions that positively affect the lives of community members. Fourteen percent
of residents reported a lack of confidence and five percent did not know or declined to
state.
Although overall confidence remained consistent with last year, the percentage "Very
confident" increased (23% vs. 17%), with the 2012 level once again consistent with the
levels reported from 2008 to 2010.
100%
80%
60%
40%
20%
0%
5.4%
10.8%
57.7%
€ a ¥
2012
3i7%
finM
10.3%
£S
66.1%
#a¥
2011
4.9%
5.5%
12.0%
55.2%
2010
6.5%
15.7%
52.2%
2009
33^
7.5%
12.9%
52.1%
2008
• Very confident DSomewhat confident DSomewhat unconfident OVery unconfident DDK/NA
Statistically significant change from 2011 (p< 05)
Statistically significant change from 2010
Statistically significant change from 2009
Statistically significant change from 2008
RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
The following is an assessment of confidence in city government by sub-groups.
• Confidence in city government was positively correlated with: residents' views
regarding quality of life, direction of the quality of life, sense of community,
how safe residents felt walking alone in their neighborhoods (day and night),
satisfaction with the job the city is doing to provide services, satisfaction with
city-resident communication, and residents' experience visiting Carisbad's
Downtown Village.
• Residents who had communicated with city staff in the past 12 months
regarding city business reported less confidence than those who had not
contacted the city (Unconfident: 19% vs. 13%).
• Residents who visited the Village in a typical month were more likely to report
confidence in city government than those who did not visit (81% vs. 65%).
• Although there was no difference in overall confidence by age group,
residents 65 years and older were the most likely to report being "Very
confident" in Carisbad city government to make decisions that positively affect
the lives of its community members.
• Similarly, Hispanic or Latino residents were more likely than those in other
ethnic groups to report being "Very confident" (no difference in overall
confidence).
• Residents of zip codes 92008 (77%) and 92011 (77%) reported lower
confidence than those in 92009 (83%) and 92010 (84%).
• Although they represent a small sub-group, 25 percent of respondents in the
South Beach/ Terramar area reported a lack of confidence.
bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
CoMiviuNiTY VALUES
New to the 2012 survey, a battery of questions were tested that asked residents their
level of agreement with a variety of statements that describe Carisbad's vision for the
city and specific characteristics or qualities of Carisbad. With the majority of residents
who provided an opinion indicating they "Strongly agree" and between 87 percent and
95 percent total agreement, the top three characteristics were Carisbad's active
lifestyles, beach community, and strong local economy.
Figure 14; Agreement with Statements about Characteristics of Carlsbad^
Cartsbad...
Promotes active lifestyles by
providing access to trails, parks,
beaches, & other rec. opportunities
Maintains its beach community
character
Supports a strong local economy
by promoting business diversity
and tourism
Promotes the arts
Supports environmental
sustainability
Protects and enhances open space
and the natural environment
Is improving access to walking
and biking trails
Supports quality education
Supports neighborhood
revitalization and livable
communities
Has a small town, connected feel
Celebrates the city's cultural
heritage
Is improving access to public
transportation
68.7%
59.4%
52.1%
26.3%
30.8%
35.3% 5%
48.9% 36.7% 8%
35.9%
43.9%
41.7%
45.6%
34.9%
40.7%
47.2% 9%
37.1% 9%
37.7% 10% 8%
33.1% 10% 5%
42.8% 14% 5%
36.1% 6°/,12%
28.9% 39.2% 15.8% 12%
32.9% 24.3% 17.2%
0% 20% 40% 60% 80% 100%
IStrongly agree • Somewhat agree DNeither • Somewhat disagree BStrongly disagree
Due to higher than average percentages of "Don't know/ no answer" responses for many items, those
responses were filtered out of the analysis for this series (see Appendix B for full breakdown of responses).
bw RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
SATISFACTION WITH SPECIFIC CITY SERVICES
Over 90 percent of residents who provided an opinion were satisfied with the city's
efforts to "Provide library services" (97%), "Maintain city parks" (95%)), "Provide trash
collection services" (95%)), "Provide recycling collection" (94%)), "Provide fire protection
and emergency medical services" (93%), "Provide water services" (91%), "Provide law
enforcement services" (91%)), and "Provide trails and walking paths" (90%).
Figure 15: Satisfaction with Specific Services
Provide library services
Maintain city parks
Provide trash collection services
Provide recycling collection services
Provide fire protection and emergency
medical services
Provide water services
Provide law enforcement services
Provide trails and walking paths
Provide sewer services
Repair and maintain local streets and roads
Provide recreation programs
Provide street sweeping services
Provide local arts and cultural opportunities
Protect water quality in the city's creeks,
lagoons, and the ocean
Maintain the business climate In Carlsbad
Provide hazardous waste disposal
Manage traffic congestion on city streets
Manage residential growth and
development
80.7%
71.8%
75.7%
73.8%
72.4%
63.1%
64.1%
62.2%
62.0%
48.1%
58.3%
53.5%
45.5%
46.4%
46.2%
23.5%
27.9%
26.7%
28.0%
26.9%
38.7%
26.9%
31.0%
38.3%
37.0%
36.7%
42.8% 32.4%
1 40.6%
31.7%
0% 20% 40% 60% 80%
•Very satisfied • Somewhat satisfied
100%
Due to higher than average percentages of "Don't know/ no answer" responses for many items, those
responses were filtered out of the analysis for this series. The high percentages are likely due to residents'
lack of direct experience with those specific services (refer to Appendix B for full breakdown of responses).
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
The table below shows the overall percentage of residents satisfied, neither satisfied nor
dissatisfied, and dissatisfied with the city's efforts in each area.
Table 1: Satisfaction with Specific Services
Satisfaction with the city's efforts
to... Satisfied Neither Dissatisfied Satisfaction
Rank
Provide library services 96.8% 2.6% 0.6% i
Maintain city parks 95.3% 2 7% 2.0% 2
Provide trash collection services 94.7% 1.9% 3.4% 3
Provide recycling collection
services 94.4% 2.1% 3.5% 4
Provide ffre protection and
emergency medical services 92.6% 6.1% 1.3%
Provide water services 91 0% 4.9% 4 0% 6
Provide law enforcement
services 90.8% 3.7% 5.6%
Provide trails and walking paths 90.2% 4.5% 5 2% 8
Provide sewer services 88.8% 8.9% 2 3% 9
Repair and maintain local streets
and roads 86.9% 2.8% 10.3% 10
Provide recreation programs 85.2% 11.0% 3.9% 11
Provide street sweeping services 84.5% 9.3% 6.1% 12
Provide local arts and cultural
opportunities 83.8% 10.4% 5.7% 13
Protect water quality in the city's
creeks, lagoons, and the ocean 83.4% 9.7% 6.9% 14
Maintain the business climate In
Carlsbad 82.8% 10.8% 6,4% 16
Provide hazardous waste
disposal 75.2% 14.3% 10.6% 16
Manage traffic congestion on city
streets 74.8% 5.7% 19.6% 17
Manage residential growth and
development 71.4% 10.3% 18.2% 18
Average across Items 87.0% 6.7% 6.4%
The three charts on the following pages display satisfaction with the city's efforts to
provide each service over the past five years. Seven ofthe 18 services experienced a
statistically significant change in total satisfaction in 2012 compared with at least one
previous survey year (changes are marked and described in the text).
^° Only those services with data in 2012 and at least one other year are displayed in the charts.
Due to rounding, the percentage "Total satisfied" displayed may not exactly equal the percentage "Very
satisfied" plus "Somewhat satisfied."
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Driven by an increase in the percentage "Very satisfied" (74% vs. 56%), resident
satisfaction with the city's efforts to "Provide recycling services" was up 11 percentage
points from last year among those who provided an opinion.
Although total satisfied remained unchanged, the proportion "Very satisfied" also
increased for the city's efforts to "Provide library services," "Maintain city parks," "Provide
trash collection services," and "Provide water services."
Figure 16: Satisfaction with Specific Services by Year: Part 1
Dark=Very satisfied Light=Somewhat satisfied Total Satisfied
0)
> 2 5
n" = ^
LL (/)
iS ^
C Q.
> o ^
O S V)
CL
'12
'11
'12 80.7%** ^^^H 16.1%''
'11 76.6%* Pi 8.9%*
'10 76.5%* HH| 19.6%*
'09 77.4%* ^ 19.3%*
'08 15.4%
'12 71.8%***** Wmm 23.5%^''°*
'11 66.5% "j 28.9%
'10 66.5% • 29.3%
•09 1 29.0%
'08 1 30.5%
96.8%
95.5%
96.2%
96.8%
96.6%
95.3%
95.4%
95.9%
94.4%
95.5%
i 75.7%* ^^^B 19.0%^ 94.7%
67.7% 25.5% 93.2%
•> o o
O >^
t. o =
Q_ CU O
'12
'11
! 73.8%* •^^•i 20.6%* 94.4%^
55.7% 28.0% 83.6%
0
-n CD
^ r- CD
I ^ to
E
0) •g > o
CL
'12
'11
'09
•12
'11
'10
'09
'08
72.4% ^^•H 20.2%''
, 73.8% 20.0% #
70.1%° PPP 24.6%° 74.2% 1 19.9%
63.1%**'* H 27.9%''"
60.9%'^° 1 30.9%
55.5% 1 34.7%
56.0% 32.8%
1 33.8% 1
Statistically significant change from 2011 (p<.05)
Statistically significant change from 2010
Statistically significant change from 2009
Statistically significant change from 2008
92.6%
93.8%
94.6%
94.1%
91.0%
91.9%°
90.1%
88.8%
90.9%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
bw' RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Among those who provided an opinion, resident satisfaction with the city's efforts to
"Provide sewer services" was lower in 2012 than 2010 and 2008 (and consistent with
2011 and 2009), with an increased percentage of residents in the "Neither satisfied nor
dissatisfied" category. Conversely, satisfaction with the city's efforts to "Provide
recreation programs" was higher in 2012 than 2010 and 2008 (and consistent with 2011
and 2009). Although total satisfaction remained statistically unchanged, residents who
provided an opinion were more likely to be "Very satisfied" with the city's effort to
"Provide trails and walking paths" in 2012 as compared with 2008 to 2010.
Figure 17: Satisfaction with Specific Services by Year: Part 2
Dark=Very satisfied Light=Somewhat satisfied Total Satisfied
5 S
CD CD (0 — cm
'~ ^
^ n\ O
V-
CL
i= :^ to CD ro £ •o 5 ro
CL ^
CD
CD (/)
(D •g > o
£= o £= ro — ro </)
.b .E CO ro ro -55 g
I 00
'09
•08
'12
'11
'10
'09
•08
53.0%
I I Illl m'l I ii,iijiii^niii.ji.,nii |iin,.ii.iii.ii<4Lii
34.8%
33.8%
•12 64.1% 26.7%
'11 65.1% 26.4%
•10 64.5% • 28.2%
'09 64.1% 1 25.9%
'08 27.3%
12 62.2%*°* 28.0%''°*
11 59.4%°* 1^ 28.8%°*
10 56.5% 1 32.8%
90.8%
91.5%
92.7%°
90.0%
92.4%
90.2%
88.2%
89.3%
87.8%
87.5%
12 62.0% • 26.9%** 88.8%**
11 61.0% 30.1%* 91.1%
10 58.5% 34.5%° 93.0%
09 60.8% 30.0% 90.9%
08 33.5% 92.0%
48.1% • 38.7% 86.9%
45.6% T 41.8% 87.4%*
47.2% 1 38.7% 85.9%
47.6% 39.0% 86.6%
i 39.6% 84.3%
c CO
CD O p ? I
o a? o)
o o
P Q-
CL
'12
'11
'10
'09
'08
58.3% •• 26.9%*** 85.2%**
55.8% r 31.3% 87.1%
55.4% • 34.0%° 89.4%
5t«5^/-:, 29.1% 88.0%
34.3% 89.9%
0)
2^0)^
•Jo •- CD
CD CD >
T3 0 C-
•> > CD
O ^ <^
12 WSBM ::V::^^'----;::,-'53.5%'•••••• • • 31.0% 84.5%
11 i 52.4% 33.1% 85.5%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
€ #
Statistically significant change from 2011 (p<.05) Statistically significant change from 2010
Q ¥
Statistically significant change from 2009 Statistically significant change from 2008 [bw RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Driven by an increase in the percentage "Neither satisfied nor dissatisfied," satisfaction
among those who provided an opinion for the city's efforts to "Provide local arts and
cultural opportunities" was statistically lower than 2008, 2010, and 2011. Consistent with
previous years, satisfaction among those who provided an opinion for the city's efforts to
"Protect water quality in the city's creeks, lagoons, and ocean" was statistically higher
than 2008. Satisfaction with the city's efforts to "Manage traffic congestion on city
streets" was statistically higher than 2008 and 2009 and "Manage residential growth and
development" was higher than 2008 to 2010. Although overall satisfied remained
unchanged, the percentage "Very satisfied" with the city's efforts to "Maintain the
business climate in Carisbad" reached a new high in 2012.
Figure 18: Satisfaction with Specific Services by Year: Part 3
Dark=Very satisfied Light=Somewhat satisfied Total Satisfied
ro
o ^ "t; - c ro
CD CTJ ^ rs
•O (O ±i t
o ro o Q.
Q. cp
ro - ro
^ a? CO" ro
Q_ cr o i5
CO .E "o "5 ro CD o ^
,E ro w ^ E • — ^ _ ro
ro j2 o O
ro
(0 w
^ ro"^
^ N CD
ro 5 CO
CO CD
2 O) ^
^ o o
'12
'11
'10
'09
'08
'12
'11
'10
'09
'08
•12
•11
42.8%
40.1%
12 45.5%*° 38.3%
11 51.1% 36.5% 1
10 48.0% • 39.4% 1
09 50.0% 1 36.7%
08 1 38.7%
1 46.4%°* • 37.0%
i 43.4%* 38.6%
42.3%* 1 40.8%
1 • '-41*8%*, ' 1 40.5%
! 39.5%
1 46.2%**'^* m 36.7%**°*
; 41.1% 41.8%
39.8% 1 43.8%
40.3% 43.4%
f 45.1%
32.4%
32.2%
'12 • 34.1%* 1 40.6%
'TT'1 33.0%* r 44.4%°
•10 • 43.0%°
'09 32.8%» 36.7%*
'08 1 42.5%
83.8%***
87.5%
87.4%
86.7%
88.3%
83.4%*
82.0%*
83.1%^
82.3%^
76.1%
82.8%
82.9%
83.7%
83.6%
83.2%
75.2%
72.3%
74.8%°^
77.4%°*
74.1%°*
69.5%
68.1%
<D .55 c
or "5
ro :^
^ (D
CD E
Q. _o
CD > 5 o
'12
'11
•10
'09
•08
31.7%*^* 1 39.8%
28.5%° 1 43.2%*
26.9%° 1 39.9%
• • J^T»7,,L 41.2%*
36.6%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
71.4%*°*
71.7%*°^
66.8%^
63.8%
61.6%
€ #
Statistically significant change from 2011 (p<.05) Statistically significant change from 2010
° Statistically significant change from 2009 * Statistically significant change from 2008 bw RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
SATISFACTION WITH CITY-RESIDENT COMMUNICATION
With the majority of residents "Very satisfied" (51%), 85 percent reported satisfaction
with the city's efforts to provide information to residents through its website, newsletters,
water bill inserts, and related sources of information.
Overall satisfaction with city-resident communication remained statistically consistent
with last year (85% vs. 87%).
Figure 19: Satisfaction with City-Resident Communication^^
1
Very satisfied
Somewhat satisfied
Somewhat dissatisfied
50.9%
48.3%
34.4%^ 1
39.1%
Hj 6.0%
1 5.3%
Very dissatisfied I 2.0%
1.7%
DK/NA
6.7%
5.7%
Satisfied
2012 = 85%
2011 =87%
• 2012
• 2011
0% 20% 40% 60% 80%
Statistically significant change from 2011 (p<.05)
Wording of this question changed slightly in 2011. As such, previous years' data are not displayed.
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
• Satisfaction with city-resident communication was positively correlated with a
number of other metrics throughout the survey, including: residents' views on
quality of life, perceptions regarding the direction ofthe quality of life,
satisfaction with the job the city is doing to provide services, sense of
community, safety walking alone in their neighborhoods (day and night),
confidence in city government, and experience visiting the Village.
• Residents who referred to the city website, community services and recreation
guide, Carisbad Currents newsletter, water bill flyers, and flyers at city building
for information about city issues, programs, and services reported much
higher satisfaction levels than those who never utilized those sources.
• Residents living in single family homes reported higher satisfaction with city-
resident communication (88%) than those in apartments (77%) or
condominiums or townhomes (81%).
• White/ Caucasian (87%) and Asian (85%) residents reported higher
satisfaction with city-resident communication than Hispanic/ Latino
respondents (75%)) and those identifying with a different ethnic group (78%).
• Although there were no overall differences by zip code, residents of zip code
92008 were the most likely to report being "Very satisfied." Similarly, residents
in the Village/ North Beach/ Barrio were the most likely to report being "Very
satisfied."
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
RECENT COMMUNICATION WITH THE CITY OF CARLSBAD
Up from the 21 percent reported in 2011, 29 percent of survey respondents in 2012 have
communicated with City of Carisbad staff on issues related to city business over the past
12 months. Within that group - and consistent with last year - telephone was the most
utilized method of contact (61%)), followed by in-person (38%) and email
communications (25%).
Figure 20: Method of Communication with Citv Staff (n=288)
1
Telephone
12
61.3%
In-person
Email
38.3%
24.5%
Written letter • 5.3%
Completing a web form H 4.0%
DK/NA 0.3%
20% 40% 60% 80% 100%
Residents 35 years and older and those who lived in Carisbad for five years or
longer were much more likely than those 18 to 34 years and those who have
been in the city less than five years to have communicated with Carisbad city
staff on issues related to city business.
Residents who owned their home as well as those living in a single family
detached home were more likely to have communicated with city staff on
issues related to city business than renters and those living in apartments,
condominiums, or townhomes.
The majority of residents (51%) who identified with an ethnic group other than
White/ Caucasian, Hispanic/ Latino, or Asian indicated they had
communicated with Carisbad city staff on issues related to city business in the
past year.
Multiple responses permitted; the percentages in the figure total more than 100 percent.
[bw]: ESEARCH
PARTNERSHIP (p1
Resident Survey Report
City of Carisbad
iNFORMATION SOURCES
Examining overall use of each source for information on city issues, programs, and
services, the city's website (72%), flyers that come in the water bill (69% total use and
also the highest percentage of regular use at 30%), and the community services and
recreation guide (68%) were each utilized by more than two out of three residents.
Compared with previous years, statistically more residents reported referring to the city's
website (higher than 2008), water bill flyers (higher than 2009 and 2010), North County
Times (higher than 2010), and social media websites (higher than 2009-2011), whereas
fewer referred to the community services and recreation guide (lower than 2009-2011),
San Diego Union Tribune (lower than 2009 and 2011), and the city cable channel (lower
than 2011).
Figure 21: Frequency of Using information Sources
City of Carisbad website
Flyers that come in water bill
Community services and recreation
guide
Flyers at city buildings like the library,
senior center, or community centers
Carisbad Currents newsletter
North County Times
Coast News
San Diego Union-Tribune or UT San
Diego
Social media websites such as
Facebook, Twitter, or YouTube
17.4%
29.8%
19.7%
14^9%
20.7%
241%
35.6% 19.4% 26.9%
27.5% 12% 27.8%
32.0% 16.4% 30.9%
28.6% 20.8% 34.8%
22.8% 16.4% 37.7%
21.9% 13% 39.9%
28.9% 16.3% 41.8%
21.5%
17.3%
1 18.5% 15.7% 43.7%
14.7% 13% 55.0%
City cable channel mi 13% 15% 65.4%
Patch.com ^6%7% 77.5%
0% 20% 40% 60% 80% 100%
iRegularly nSometimes nSeldom DNever nOK/NA
Figure sorted by overall use. Patch.com and Coast News were new to the 2012 survey.
bw RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
PREVENTING POLLUTION OF CREEKS, LAGOONS, AND OCEA!
Consistent with 2008 but lower than percentages reported from 2009 to 2011, 57
percent of residents in 2012 had seen or heard information in the past year about how
residents can prevent the pollution of local creeks, lagoons, and the ocean.
Figure 22: Informed about^Preyentifig VVater Poltutipn
80% 1 • - • — — • - ' • • ^
60% 4l
a¥
40%
20%
0%
Yes No
• 2012
• 2011
• 2010
• 2009
• 2008
pN** o\o <^**
<>•
DK/NA
statistically significant change from 2011 (p<.05)
Statistically significant change from 2010
Statistically significant change from 2009
Statistically significant change from 2008
bw]p E SEARCH
PARTNERSHIP
Resident Survey Report
City ofCarlsbad
SOURCE OF INFORMATION
Residents who recalled seeing or hearing information about how residents can prevent
the pollution of local creeks, lagoons, and the ocean were asked to recall the source of
the information in an open-ended format. The most frequently cited sources were
television (20%), newspapers (17%)), and newsletters (17%)). Although television and
newspaper have been the top two sources each year, the percentage of respondents
citing television as the source ofthe information was much lower in 2012 than previous
years (2012: 20%, 2011: 29%, 2010: 32%, 2009: 38%, 2008: 34%).
Figure 23: Source of Pollution Prevention Information fn=573)
Television 20.4%
Newspaper
Newsletters
Curb Signs
Brochures
Radio
Water/ utility bill
Website
Public events/ booth
Family/ friends/ other word of mouth
Flyers
Posters
Information in the mail
Signs near lagoons/ beach/ trails
School
City building or library
Magazine
Internet
Other
Don't know/ not sure
17.2%
17.0%
13.2%
12.8%
6.3%
+-
0% 20% 40%
Multiple responses permitted; the percentages in the figure total more than 100 percent.
For this figure, categories with less than one percent were combined into "Other." Please see Appendix B:
Survey Toplines for a complete breakdown of responses.
[bw]:. ESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
ACTION BASED ON INFORMATION
Residents who recalled seeing or hearing information about how to prevent water
pollution were next asked to indicate what they had done - if anything - to reduce the
amount of pollution in local creeks, lagoons, and the ocean. Consistent with the past two
years, 24 percent of respondents to this follow-up question indicated that they had not
done anything or declined to state.
Twenty-two percent of those who recalled hearing or seeing information indicated that
they properiy disposed of hazardous waste, 14 percent recycled, and 14 percent
cleaned up trash at parks, beaches, or on the street. No longer placing in the top group,
the percentage that reported using a commercial car wash as a way to reduce water
pollution was lower in 2012 than previous years (9% vs. 15%) to 19%).
Figure 24: Action Taken Based on Pollution Prevention Information (n=S73)
Properiy disposed of hazardous waste
IS
21.8%
Recycled
Cleaned up trash at parks and beaches/ on the
street
Used environmentally friendly soaps,
pesticides, etc. ,
Used a commercial car wash
H
I do everything I can/1 don't pollute
Careful of what goes down sewer/ no longer
dump down storm drain
Reduced usage/ used more efficiently
Reduced run-off/ erosion control
Cleaned up animal waste
Don't litter
Taught others/ reported violators
Don't wash cars as much/ don't wash in
driveway
Reduce trash/ plastics
Walk/ ride bike more often
Other
Have not done anything
DK/NA
13.9%
13.7%
11.3%
7.0%
19.9%
4.3%
20% 40%
Multiple responses permitted; the percentages in the figure total more than 100 percent.
Categories with less than one percent were combined into "Other" (see Appendix B for full breakdown).
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
EXPERIENCE VISITING THE CARLSBAD VILLAGE
Consistent with last year, 95 percent of residents reported visiting Carisbad's Downtown
Village in a typical month, with the majority (54%)) visiting at least once a week.^® Also in
line with last year, nine out of ten residents who visited the Village rated their experience
positively, with 45 percent reporting an "Excellent" experience and 45 percent rating it as
"Good."
Figure 25: Experience Visiting Carisbad Village
1
Excellent
Good
Fair
Poor
Very poor
DK/NA
8.7%
8.2%
1 0.8%
0.7%
0.2%
I 0.5%
0.2%
I 0.4%
45.3%
43.1%
44.8%
Positive
2012 = 90%
2011 =90%
47 !o%|
• 2012
• 2011
0% 20% 40% 60% 80%
Wording of this question changed slightly in 2011 to focus on a typical month. As such, previous years'
data are not displayed.
[bw] RESEARCH
PARTNERSHIP "1^
Resident Survey Report
City of Carisbad
The following section examines use and perceptions regarding Carisbad's Downtown
Village by resident sub-groups.
• In general, residents who had a positive experience visiting Carisbad's
Downtown Village were more likely to rate other aspects of life in Carisbad
favorably. Ratings were positively correlated with: residents' views regarding
quality of life, direction ofthe quality of life, confidence in city government,
sense of community, perception of safety walking alone in their neighborhoods
during the day, satisfaction with the job the city is doing to provide services,
and satisfaction with city-resident communication.
• Residents who have lived in Carisbad at least 15 years were the most likely to
regularly visit the Village (63%).
• Seventy percent of residents living in apartments regularly visited the Village
as compared to 52 percent of residents in single family detached homes or
condominiums and townhomes. Renters were also more likely than owners to
rate their experience as "Excellent" (51% vs. 43%).
• Residents of zip code 92009 were the least likely to report visiting the Village
in a typical month (92008: 99%, 92009: 90%, 92010: 99%, 92011: 98%). By
neighborhood, frequency of not visiting the Village in a typical month was
highest among residents living in the La Costa/ La Costa Canyon (11%) and
Rancho La Costa/ La Costa Oaks/ La Costa Ridge (9%) communities.
o Compared to visitors in Olde Carisbad zip codes (92008 and 92010),
residents who lived in La Costa zip codes (92009 and 92010) and
visited the Village in a typical month were less likely to rate their
experience as "Excellent" and more likely to rate it as "Good" or "Fair."
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
APPENDIX A: METHODOLOGY
The table below provides an overview of the methodology utilized for the project.
Table 2: Overview of Proiect Methodology
Method Telephone Survey (Mobile and Land Line)
Universe 82,082 Residents 18 Years and Older within the City of Carisbad
Number of Respondents 1,001 Residents Completed a Survey
Average Length 20 minutes
Field Dates September 12 - October 8, 2012
Margin of Error The maximum margin of error for questions answered by all
1,001 respondents was +/-3.08% (95% level of confidence)
RESEARCH OBJECTIVES
Prior to beginning the project, BW Research met with the City of Carisbad's
Performance Measurement Resource Team to determine the research objectives for the
2012 study. The main research objectives ofthe study were to assess residents'
perceptions regarding city services, quality of life, sense of community, neighborhood
safety, city government, community values, and city-resident communication.
QUESTIONNAIRE DESIGN
Through an iterative process, BW Research worked closely with the city to develop a
survey instrument that met all the research objectives ofthe study. In developing the
instrument, BW Research utilized techniques to overcome known biases in survey
research and minimize potential sources of measurement error within the survey.
SAMPLING METHOD
BW Research utilized a mixed-method sampling plan that incorporated a traditional
random digit dial (RDD) methodology (listed and unlisted traditional land line numbers),
an RDD cell phone sample, and a listed sample of residents (listed land line and cell
phone numbers) known to live within the City of Carisbad or known to be a cell phone
number.
The RDD methodology is based on the concept that all residents with a traditional land
line telephone in their home have an equal probability of being called and invited to
participate in the survey. Both the cell phone RDD sample and the listed sample
supplemented the traditional RDD methodology and allowed for targeted calling to
demographic groups of residents typically under-represented in traditional telephone
survey research. Screener questions were utilized at the beginning ofthe survey to
ensure that the residents who participated in the survey lived within the City of Carisbad.
[bw] RESEARCH
PARTNERSHIP n^
Resident Survey Report
City of Carisbad
DATA COLLECTION
Prior to beginning data collection, BW Research conducted interviewer training and also
pre-tested the survey instrument to ensure that all the words and questions were easily
understood by respondents.
Interviews were generally conducted from 5:00 pm to 9:00 pm Monday through
Thursday and 11:00 am to 5:00 pm on Saturday and Sunday to ensure that residents
who commuted or were not at home during the week had an opportunity to participate.
Throughout data collection, BW Research checked the data for accurateness and
completeness and monitored the percentage of residents with language barriers to
determine whether or not the survey should be translated into a language other than
English. Since less than one percent of all numbers attempted were identified as having
a language barrier, translating the survey into languages other than English was not
necessary for representative results.
DATA PROCESSING
Prior to analysis, BW Research examined the demographic characteristics of the 1,001
respondents who completed a survey to the known universe of residents 18 years and
older using the San Diego Association of Government's (SANDAG's) 2012 demographic
estimates for the City of Carisbad. It is estimated that among Carisbad's 107,674
residents, 82,082 are 18 years and older. After examining the dimensions of zip code,
gender, ethnicity, and age, the data were weighted to appropriately represent the
universe of adult residents and ensure generalizability ofthe results.
A NOTE ABOUT MARGIN OF ERROR AND ANALYSIS OF SUB-GROUPS
The overall margin of error for the study, at the 95% level of confidence, is between
+/-1.85 percent and +/- 3.08 percent (depending on the distribution of each question) for
questions answered by all 1,001 respondents. It is important to note that questions
asked of smaller groups of respondents (such as questions that were only asked of
residents who visited the Village) or analysis of sub-groups (such as examining
differences by length of residence or gender) will have a margin of error greater than
+/-3.08 percent, with the exact margin of error dependent on the number of respondents
in each sub-group. BW Research has utilized statistical testing to account for the margin
of error within sub-groups and highlight statistically significant sub-group differences
throughout this report.
COMPARISONS OVER TIME
Similar to the analysis of sub-groups, BW Research utilized statistical testing to assess
whether the changes evidenced from previous survey years were due to actual changes
in attitudes, perceptions, or behaviors or simply due to chance (i.e., margin of error).
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
APPENDIX B: SURVEY TOPLINES
Hello, my name is and I'm calling on behalf ofthe City of Carisbad. The City has
hired BW Research, an independent research agency, to conduct a survey concerning
issues in your community and we would like to get your opinions. [IF RESPONDENT
INDICATES THEY ARE A CITY COUNCIL MEMBER OR CITY STAFF- THANK THEM
AND LET THEM KNOW THIS SURVEY IS MEANT FOR CARLSBAD RESIDENTS WHO
ARE NOT CURRENTLY WORKING FOR THE CITY]
(If needed): This should just take a few minutes of your time.
(If needed): I assure you that we are an independent research agency and that all of your
responses will remain strictly confidential.
For statistical reasons, I would like to speak to the youngest adult male currently at home
that is at least 18 years of age. (Or youngest female depending on statistics of previous
completed interviews)
(IF THERE IS NO MALE/FEMALE AT LEAST 18 AVAILABLE, THEN ASK:)
Ok, then I'd like to speak to the youngest adult female/male currently at home that is at least
18 years of age.
(IF THERE IS NO MALE/FEMALE AT LEAST 18 AVAILABLE, ASK FOR CALLBACK TIME)
(If needed): This is a study about issues of importance in your community - it is a survey
only and we are not selling anything.
(If needed): This survey should only take a few minutes of your time.
(If the individual mentions the national do not call list, respond according to
American Marketing Association guidelines): "Most types of opinion and marketing
research studies are exempt under the law that congress recently passed. That law was
passed to regulate the activities ofthe telemarketing industry. This is a legitimate research
call. Your opinions count!")
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
SCREENER Before we begin, I want to confirm that you live within our study area. Are you currently a
A resident of the City of Carisbad?
100.0% Yes [Continue]
0.0% No [Thank and terminate]
SCREENER
B
Are you a Carlsbad City Council member or do you currently work for the City of Carlsbad?
0.0% Yes [Thank and terminate]
100.0% No [Continue]
SCREENER And what Is your home zip code?
C (If respondent gives the PO Box zip codes 92013 or 92018, prompt them to give their home
zip code for survey purposes).
27.3% 92008 [Continue]
38.8% 92009 [Continue]
13.7% 92010 [Continue]
20.3% 92011 [Continue]
0.0% Other [Thank and terminate]
DK/NA [Thank and
0.0% terminate]
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carlsbad
Ql To begin with, how long have you lived in the City of Carisbad?
3.5% Less than 1 year
22.3% 1 to 4 years
22.7% 5 to 9 years
19.3% 10 to 14 years
32.1%) 15 years or more
0.1% (Don't Read) DK/NA
Generally speaking, are you satisfied pr dissatisfied with the job the City of Cartsbad is
Q2 doing to provide city sen^ices? (GET ANSV\ER, THEN ASK:) Would that be very
(satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)?
63.5% Very satisfied
30.0% Somewhat satisfied
2.4% Somewhat dissatisfied
1.3% Very dissatisfied
2.8% (Don't Read) DK/NA
WITH DK/NA FACTORED OUT (n=972)
65.4% Very satisfied
30.9% Somewhat satisfied
2.5% Somewhat dissatisfied
1.3% Very dissatisfied
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Q3 How would you rate your quality of life in Carisbad?
65.0% Excellent
31.8% Good
2.8% Fair
0.0% Poor
0.2% Very poor
0.2% (Don't Read) DK/NA
WITH DK/NA FACTORED OUT (n=999)
65.2% Excellent
31.8% Good
2.8% Fair
0.0% Poor
0.2% Very poor
Q4 Overall, do you feel the quality of life in Carisbad is getting better, getting worse, or staying
about the same?
23.2% Getting better
11.4% Getting worse
61.9% Staying about the same
3.4% (Don't Read) DK/NA
WITH DK/NA FACTORED OUT fn=966)
24.1% Getting better
11.8% Getting worse
64.1 % Staying about the same
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
05 In your opinion, what is the number one thing that the City of Carisbad could do to improve the
quality of life within the community? (DO NOT READ - ONE RESPONSE ONLY)
9.8% Stop building/ stop growth
9.1% Fix the traffic problems
8.4% Nothing needs improvement
7.4% Improve the quality ofthe roads and other infrastructure
6.8% Improve schools
6.4% Preserve more open space
4.1% Increase/ improve police services
3.5% Be more business friendly/ provide more shops
3.4% Increase recreation opportunities
1.9% More community events/ programs
1.8% Improve beach access
1.6% Better economic plan/ lower taxes
1.5% More affordable housing
1.1% Listen to the residents/ care more about the people in the community
1.1% More public transportation
1.0% Build Desalination Plant
0.7% Improve waste management/ City cleanliness
0.6% More jobs
0.5% Remove the illegal immigrants
0.5% Maintain public employees
0.4% More activities/ programs for children and young adults
0.4% Need new Mayor and/ or City Council
3.5% Other (Specify: )
24.5% DK/NA
[bw]^, ESEARCH
PARTNERSHIP qp
Resident Survey Report
City of Carisbad
Q6 Now I'd like to ask a couple questions about safety in the city. When you are ^ ^ would you
say that you feel very safe, somewhat safe, somewhat unsafe, or very unsafe?
Very
safe
Somewhat
safe
Somewhat
unsafe
Very
unsafe
(Don't
Read)
DK/NA
A. Walking alone in your neighborhood
during the day 89.4% 9.3% 0.5% 0.4% 0.4%
B. Walking alone in your neighborhood
after dark 56.3% 33.7% 5.1% 1.4% 3.5%
QUESTION 6 WITH DK/NA FACTORED OUT
Very
safe
Somewhat
safe
Somewhat
unsafe
Very
unsafe
A. Walking alone in your neighborhood
during the day (n=997) 89.7% 9.3% 0.5% 0.4%
B. Walking alone in your neighborhood
after dark (n=966) 58.3% 34.9% 5.3% 1.4%
Next, please think about the sense of community that you feei living in Carisbad. Would you
say that you feel a strong sense of community, a weak sense of community, or no sense of
Q7 community at all?
(IF STRONG OR WEAK, THEN ASK:) Would that be very (strong/weak) or somewhat
(strong/weak)?
32.8% Very strong
40.5% Somewhat strong
18.1 % Somewhat weak
2.4% Very weak
4.8% None at all
1.4% (Don't Read) DK/NA
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Q8
Please tell me whether you agree or disagree with each of the following statements about your
neighborhood.
.. (READ ITEM AND ASK:) Do you strongly agree. Here's the (first/next) one:
agree, neither agree nor disagree, disagree, or strongly disagree with the statement?
RANDOMIZE
A. 1 can recognize most the
people who live in my
strongly
agree
24.7%
Agree
50.4%
Neither
agree nor
disagree
5.5%
Disagree
16.9%
strongly
disagree
2.1%
(Don't
Read)
DK/NA
0.3%
neighborhood
B. Very few of my neighbors
know me 8.1% 25.7% 3.3% 46.1% 16.4% 0.5%
C. 1 have almost no influence
over what my neighbor is 9.2% 25.0% 10.9% 45.6% 7.7% 1.6%
like
D. My neighbors and 1 want the
same things from this 20.5% 51.7% 11.5% 7.6% 1.9% 6.8%
community
E. If there is a problem in my
neighborhood, people who
live here can get it solved
18.1% 57.2% 9.6% 8.4% 3.0% 3.8%
F. It is very important for me to
feel a sense of community 26.1% 54.5% 8.2% 9.4% 1.4% 0.5%
with other residents
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Q9 Overall, how confident are you in the Carisbad city govemment to make decisions that
positively affect the lives of its community members?
22.5% Very confident
57.7% Somewhat confident
10.8%o Somewhat unconfident
3.6%o Very unconfident
5.4% (Don't Read) DK/NA
WITH DK/NA FACTORED OUT (n=947)
23.8% Very confident
61.0% Somewhat confident
11.4% Somewhat unconfident
3.8% Very unconfident
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Now I'm going to read a list of statements that describe Carisbad's vision for the City. Please
indicate whether you generally agree, disagree, or neither agree nor disagree with the following
statements that describe characteristics or qualities of Carlsba.
QtO Here is the (fist/next) one: Do you generally agree, disagree or neither agree
nor disagree with the statement? (GET ANSWER IF AGREE OR DISAGREE ASK:) Would that
be strongly (agree/disagree) or somewhat (agree/disagree)?
RANDOMIZE
A. Carlsbad has a small town,
connected feel
strongly
agree
39.9%
Agree
35.3%
Neither
agree nor
disagree
5.7%
Disagree
12.1%
strongly
disagree
5.0%
(Don't
Read)
DK/NA
2.1%
B. Carisbad maintains its
beach community 59.0% 30.6% 3.7% 4.1% 2.0% 0.7%
character
C. Carisbad promotes active
lifestyles by providing
access to trails, parks. 68.0% 26.0% 2.1% 2.4% 0.5% 1.1%
beaches and other
recreational opportunities
D. Carisbad supports a strong
local economy by
promoting business 50.3% 34.0% 5.8% 4.0% 2.2% 3.6%
diversity and tourism
E. Carisbad is improving
access to walking and 39.4% 35.6% 9.6% 7.3% 2.6% 5.6%
biking trails
F. Carlsbad is improving
access to public 11.9% 27.6% 20.4% 14.4% 9.4% 16.3%
transportation
G. Carisbad supports
environmental 33.8% 44.5% 8.9% 5.0% 2.0% 5.9%
sustainability
H. Carisbad promotes the arts 47.2% 35.3% 7.8% 4.4% 1.7% 3.6%
1. Carisbad celebrates the City's
cultural heritage 26.1% 35.5% 14.3% 10.7% 3.8% 9.6%
J. Carisbad supports quality
education 41.6% 30.2% 9.1% 5.5% 4.8% 8.8%
K. Carisbad supports
neighborhood revitalization 31.4% 38.5% 12.2% 5.3% 2.6% 10.1%
and livable communities
L. Carisbad protects and
enhances open space and
the natural environment
43.0% 36.3% 5.1% 8.4% 5.0% 2.1%
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
QIC WITH DK/NA FACTORED OUT
A. Carisbad has a small town,
connected feel (n=980)
strongly
agree
40.7%
Agree
36.1%
Neither
agree nor
disagree
5.9%
Disagree
12.3%
strongly
disagree
5.1%
B. Carisbad maintains its beach
community character (n=994) 59.4% 30.8% 3.7% 4.2% 2.0%
C. Carisbad promotes active
lifestyles by providing access to
trails, parks, beaches and other 68.7% 26.3% 2.1% 2.4% 0.5%
recreational opportunities
(n=990)
D. Carisbad supports a strong local
economy by promoting business
diversity and tourism (n=964)
52.2% 35.3% 6.0% 4.2% 2.3%
E. Carisbad is improving access to
walking and biking trails (n=945) 41.7% 37.7% 10.1% 7.7% 2.7%
F. Carisbad is improving access to
public transportation (n=838) 14.2% 32.9% 24.3% 17.2% 11.3%
G. Carisbad supports environmental
sustainability (n=942) 35.9% 47.3% 9.5% 5.3% 2.1%
H. Carisbad promotes the arts
(n=965) 48.9% 36.7% 8.1% 4.5% 1.7%
1. Carisbad celebrates the City's
cultural heritage (n=904) 28.9% 39.3% 15.8% 11.8% 4.2%
J. Carisbad supports quality
education (n=913) 45.6% 33.1% 9.9% 6.1% 5.3%
K. Carisbad supports neighborhood
revitalization and livable 34.9% 42.9% 13.6% 5.9% 2.8%
communities (n=899)
L. Carisbad protects and enhances
open space and the natural 44.0% 37.1% 5.2% 8.6% 5.1%
environment (n=980)
[bw]: ESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Now I'm going to read a list of services provided by the City of Carisbad. For each one, please
tell me how satisfied you are with the job the City of Carisbad is doing to provide each service to
residents.
Q11 Would you say you are satisfied, dissatisfied or neither satisfied nor dissatisfied with the city's
efforts to: ? (GET ANSWER AND THEN ASK:) Would that be very
(satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)?
Very
satisfied
Somewhat
satisfied
Neither
sat nor
dissat
Somewhat
dissatisfied
Very
dissatisfied
(Don't
Read)
DK/NA
A. Repair and maintain
local streets & roads 47.7% 38.4% 2.8% 7.6% 2.6% 0.8%
B. Manage traffic
congestion on city
streets
33.7% 40.1% 5.6% 12.7% 6.6% 1.3%
C. Manage residential
growth and 29.6% 37.2% 9.7% 10.8% 6.2% 6.5%
development
D. Maintain the business
climate in Carisbad 43.2% 34.4% 10.1% 4.2% 1.8% 6.3%
E. Provide fire protection
and emergency
medical services
68.8% 19.2% 5.8% 0.5% 0.7% 5.0%
F. Provide law
enforcement 62.2% 25.9% 3.6% 3.2% 2.1% 3.0%
services
G. Provide local arts and
cultural opportunities 43.3% 36.5% 9.9% 4.3% 1.1% 4.8%
H. Provide library
services 79.3% 15.9% 2.6% 0.3% 0.3% 1.7%
1. Provide water services 61.1% 27.0% 4.8% 2.5% 1.4% 3.1%
J. Provide sewer
services 58.1% 25.1% 8.3% 1.4% 0.7% 6.4%
K. Maintain city parks 71.1% 23.3% 2.7% 1.1% 0.9% 1.0%
L. Provide recreation
programs 53.6% 24.7% 10.1% 2.4% 1.2% 8.0%
M. Provide trails and
walking paths 60.6% 27.3% 4.4% 4.4% 0.7% 2.6%
N. Protect water quality
in the city's creeks, 42.4% 33.8% 8.9% 4.6% 1.8% 8.6%
lagoons, and ocean
0. Provide trash
collection services 74.8% 18.8% 1.9% 1.9% 1.4% 1.2%
P. Provide street
sweeping services 51.2% 29.7% 9.0% 3.9% 2.0% 4.2%
Q. Provide hazardous
waste disposal 36.9% 28.0% 12.3% 6.1% 3.0% 13.7%
R. Provide recycling
collection services 72.8% 20.3% 2.1% 2.3% 1.2% 1.3%
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Q11 WITH DK/NA FACTORED OUT
Very
satisfied
Somewhat
satisfied
Neither
sat nor
dissat
Somewhat
dissatisfied
Very
dissatisfied
A. Repair and maintain local streets
and roads (n=992) 48.1% 38.7% 2.8% 7.7% 2.6%
B. Manage traffic congestion on city
streets (n=988) 34.1% 40.6% 5.7% 12.9% 6.7%
C. Manage residential growth and
development (n=936) 31.7% 39.8% 10.3% 11.6% 6.7%
D. Maintain the business climate in
Carisbad (n=937) 46.2% 36.7% 10.8% 4.4% 2.0%
E. Provide fire protection and
emergency medical services 72.4% 20.2% 6.1% 0.5% 0.8%
(n=951)
F. Provide law enforcement services
(n=970) 64.1% 26.7% 3.7% 3.3% 2.2%
G. Provide local arts and cultural
opportunities (n=953) 45.5% 38.3% 10.4% 4.5% 1.2%)
H. Provide library services (n=984) 80.7% 16.1% 2.6% 0.3% 0.3%
1. Provide water services (n=969) 63.1% 27.9% 4.9% 2.6% 1.5%
J. Provide sewer services (n=937) 62.0% 26.9% 8.9% 1.5% 0.8%
K. Maintain city parks (n=991) 71.8% 23.5% 2.7% 1.1% 0.9%
L. Provide recreation programs (n=921) 58.3% 26.9% 11.0% 2.6% 1.3%
M. Provide trails and walking paths
(n=975) 62.2% 28.0% 4.5% 4.5% 0.8%
N. Protect water quality in the city's
creeks, lagoons, and ocean 46.4% 37.0% 9.7% 5.0% 1.9%
(n=914)
0. Provide trash collection services
(n=988) 75.7% 19.0% 1.9% 2.0% 1.4%
P. Provide street sweeping services
(n=958) 53.5% 31.0% 9.3% 4.0% 2.1%
Q. Provide hazardous waste disposal
(n=863) 42.8% 32.4% 14.3% 7.1% 3.4%
R. Provide recycling collection services
(n=988) 73.8% 20.6% 2.1% 2.3% 1.2%
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Switching gears a bit, now I would like to get your opinions about city-resident communication.
Ql 2 Are you satisfied or dissatisfied with the city's efforts to provide information to residents through
its website, newsletters, water bill inserts and related sources of information? (GET ANSWER,
THEN ASK:) Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)?
50.9% Very satisfied
34.4% Somewhat satisfied
6.0% Somewhat dissatisfied
2.0% Very dissatisfied
6.7% (Don't Read) DK/NA
WITH DK/NA FACTORED OUT (n=933)
54.5% Very satisfied
36.9%) Somewhat satisfied
6.4% Somewhat dissatisfied
2.2% Very dissatisfied
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carlsbad
Q13 How often are you using the following sources of information when you want to find out about
city issues, programs, and services?
RANDOMIZE
Reqularly Sometimes Seldom Never
(Don't
Read)
DK/NA
A. The City of Carisbad web site 17.4% 35.6% 19.4% 26.9% 0.7%
B. The North County Times 24.1% 21.9% 13.4% 39.9% 0.7%
C. The San Diego Union-Tribune or
UT San Diego 21.5% 18.5% 15.7% 43.7% 0.5%
D. The community services and
recreation guide 19.7% 32.0% 16.4% 30.9% 0.9%
E. Social media web sites such as
Facebook, Twitter or YouTube 17.3% 14.7% 12.7% 55.0% 0.3%
F. Carisbad Currents newsletter 20.7% 22.8% 16.4% 37.7% 2.4%
G. Flyers that come in your water bill 29.8% 27.5% 11.8% 27.8% 3.1%
H. Flyers at City buildings like the
Library, Senior Center, or
community centers
14.9% 28.6% 20.8% 34.8% 0.9%
1. City Cable Channel 5.5% 12.8% 14.9% 65.4% 1.4%
J. Patch.com 5.4% 5.5% 6.9% 77.5% 4.7%
K. Coast news 11.3% 28.9% 16.3% 41.8% 1.7%
Q14 Have you communicated directly with the City of Carisbad staff on issues related to city
business in the past 12 months?
28.7% Yes
71.2% No
0.1% (Don't Read) DK/NA
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
[ ASK Q15 IF Q14 = "YES", OTHERWISE SKIP TO Q16]
Ql 5 How did you communicate with staff on the issues related to city business?
[ALLOW MULTIPLE RESPONSES]
(ns288)
61.3% Telephone
38.3% In-person
24.5% Email
5.3% Written letter
4.0% Completing a web form
0.3% (Don't Read) DK/NA
Q16
Next I would like you to think about the water in Carlsbad's creeks, lagoons, and the ocean.
Have you seen or heard anything during the past year about how residents can prevent the
pollution of our creeks, lagoons, and ocean?
57.3% Yes [GO TO 017]
40.2% No [SKIP TO 019]
2.5% (Don't Read) DK/NA [SKIP TO 019]
WITH DK/NA FACTORED OUT (n=976)
58.7% Yes
41.3% No
[IF 016 = «N0» OR «DKft»IA» SKIP TO Q19, OTHERWISE ASK Q17 AND 018]
[bw] RESEARCH
PARTNERSHIP ^0
Resident Survey Report
City of Carisbad
Q17 Where do you recall seeing or hearing about ways to prevent pollution?
(Don't read list. Multiple Response)
(n=573)
20.4% TV
17.2% Newspaper
17.0% Newsletters
13.2% Curb signs
12.8% Brochures
6.2% Radio
5.8% Water/ utility bill
5.5% Website
4.5% Public events/ booth
4.1% Family/ friends/ other word of mouth
3.7% Flyers
3.3% Posters
2.6% Information in the mail
2.1% Signs near lagoons/ beach/ trails
1.6% School
1.1% City building or library
1.1% Magazine
1.0% Internet
0.8% Movie theaters
0.6% Common sense/ it's all over the place
0.5% Calendar
0.4% Surfrider Foundation
0.4% Billboards
1.1% Other (Specify: )
6.3% DK/NA
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carlsbad
Q17 WITH DK/NA FACTORED OUT (n=537)
21.8% TV
18.4% Newspaper
18.1% Newsletters
14.1% Curb Signs
13.6% Brochures
6.6% Radio
6.2% Water/utility bill
5.8% Website
4.8% Public Events/ booth
4.3% Family/ friends/ other Word Of Mouth
3.9% Flyer
3.6% Posters
2.8% Information in the mail
2.2% Signs near lagoons/ beach/ trails
1.7% School
1.2% City building or library
1.2% Magazine
1.0% Internet
0.8% Movie Theaters
0.6% Common sense/ It's all over the place
0.5% Calendar
0.5% Surfrider Foundation
0.4% Billboards
1.2% Other (Specify: )
[bw] RESEARCH
PARTNERSHIP 0{U
Resident Survey Report
City of Carisbad
Given what you have seen or heard, what have you done, if anything, to reduce the amount of
Q18 pollution in our creeks, lagoons, and oceans?
[DO NOT READ - ALLOW MULTIPLE RESPONSES]
(n=573)
21.8% Properiy disposed of hazardous waste
13.9% Recycled
13.7% Cleaned up trash at parks and beaches/ on the street
11.3% Used environmentally friendly soaps, pesticides, etc.
9.3% Used a commercial car wash
7.0% 1 do everything 1 can/1 don't pollute
5.0% Careful of what goes down sewer/ no longer dump down storm drain
4.2% Reduced water usage/ used water more efficiently
3.2% Reduced run-off/ erosion control
2.9% Cleaned up animal waste
2.7% Don't litter
2.6% Taught others/ reported violators
2.0% Don't wash cars as much/ don't wash in driveway
1.9% Reduce trash/ plastics
1.3% Walk/ ride bike more often
0.7% Used different/ less pesticides
0.5% Changed landscaping
0.5% Stopped washing driveway
0.5% Composting
1.7% Other (Specify: )
19.9% Have not done anything
4.3% DK/NA
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Q18 WITH DK/NA FACTORED OUT (n=549)
22.8% Properiy disposed of hazardous waste
14.5% Recycled
14.3% Cleaned up trash at parks and beaches/ on the street
11.8% Used environmentally friendly soaps, pesticides, etc.
9.7% Used a commercial car wash
7.4% I do everything I can/1 don't pollute
5.2% Careful of what goes down sewer/ no longer dump down storm drain
4.4% Reduced water usage/ used water more efficiently
3.4% Reduced run-off/ erosion control
3.0% Cleaned up animal waste
2.9% Don't litter
2.7% Taught others/ reported violators
2.1 % Don't wash cars as much/ don't wash in driveway
2.0% Reduce trash/ plastics
1.4% Walk/ ride bike more often
0.8% Used different/ less pesticides
0.6% Changed landscaping
0.5% Stopped washing driveway
0.5% Composting
1.8% Other (Specify: )
20.8% Have not done anything
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
Q19
[Ql 9 ASKED TO ALL RESPONDENTS]
Next I am going to ask you a few questions about Carisbad Village, also referred to as
downtown Carisbad in the northwestern part of the city.
How often do you visit Carisbad's downtown village, in a typical month? [WAIT FOR
RESPONSE, IF THEY SAY DO NOT KNOW, GIVE THREE CATEGORIES SHOWN IN
OPTION 1,2AND3]
53.5% Regularly, once a week or more
30.9% Sometimes, once a month or more
10.9% Seldom, less than once a month
4.3% Never [SKIP TO OA]
0.4% (Don't Read) DK/NA [SKIP TO OA]
PF Q19= "NEVER" OR "DK/NA" SKIP TO OA, OTHERWISE ASK Q20)
[bw] RESEARCH
PARTNERSHIP B-20
Resident Survey Report
City of Carisbad
Q20 How would you rate your experience while visiting Carlsbad's downtown village?
(n=954)
45.3% Excellent
44.8% Good
8.7% Fair
0.8% Poor
0.2% Very poor
0.2% DK/NA
WITH DK/NA FACTORED OUT (n=952)
45.4% Excellent
44.9% Good
8.8% Fair
0.8% Poor
0.2% Very poor
To wrap things up, 1 just have a fiew background
questions for compartsoii purposes only.
QA Do you own or rent the unit in which you live?
25.6% Rent
72.6% Own
1.8% (Don't Read) Refused
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City OfCarlsbad
QB Which of the following best describes your current home?
67.4% Single family detached home
9.0% Apartment
20.8% Condominium or Town Home
1.5% Mobile home
1.3% (Don't Read) Refused
QC Please tell me how many children under 18 live In your house.
60.4% No children
14.7% 1 child
16.8% 2 children
7.0% 3 or more children
1.1% Refused
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
QD In what year were you born? 19_
(Receded Into age)
9.3% 18 to 24 years
14.2% 25 to 34 years
17.3% 35 to 44 years
18.0% 45 to 54 years
18.7% 55 to 64 years
17.8% 65 years or older
4.6% Refused
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
QE What neighborhood do you live in within Carlsbad?
[DO NOT READ, RECORD FIRST RESPONSE]
16.4% La Costa / La Costa Canyon
7.1% Calavera Hills
6.1% Olde Carisbad
5.2% Aviara
4.4% Rancho Carrillo
3.8% None, 1 just live in Carisbad
3.4% Village or Downtown Carisbad
3.1% La Costa Greens
1.9% Bressi Ranch
1.8% Poinsettia
1.6% Tamarack Point
1.6% La Costa Oaks
1.4% Barrio
1.4% La Costa Ridge
0.7% Rancho La Costa
0.4% Carisbad Ranch
0.4% North Beach
0.4% Hedionda Point
0.3% Rancho Carisbad or Sunny Creek
0.3% Terramar
0.2% Ponto
0.1% South Beach
0.1% Kelly Ranch
26.1% Other (Specify: )
11.9% DK/NA
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
QE Breakdown of respondents' neighborhood identification
74.6% Identified with a Carisbad neighborhood
13.1 % Identified with an HOA
12.3% Did not identify with a neighborhood
PF QE« "NONE, I JUST LIVE IN CARLSBAD," "OTHER," OR "OK/NA" ASK QF THRU QL,
OTHEI^SiE SKIP TO QM]
QF
[ASK QF IF ZIPCODE IS 92008 OR 92010 AND ANSWERED "NONE, I JUST LIVE IN
CARLSBAD," "OTHER," OR "DK/NA" FOR QE]
Do you live North or South of Cartsbad Village Drive?
(n=202)
21.4% North
68.5% South
(Don't Read)
10.1% Refused
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
[ASK QF IF ZIPCODE IS 92008 OR 92010 AND ANSWERED "NONE, I JUST LIVE IN
CARLSBAD," "OTHER," OR "DK/NA" FOR QE]
QG Do you live North or South of Tamarack Avenue?
(n=202)
54.5% North
37.6% South
(Don't Read)
7.9% Refused
QH
[ASK QF IF ZIPCODE IS 92010 AND ANSWERED "NONE, I JUST LIVE IN CARLSBAD,'
"OTHER," OR "DK/NA" FOR OE]
Do you live East or West of College Boulevard?
(n=60)
10.4% East
80.0% West
9.6% (Don't Read) Refused
[bw]: ESEARCH
PARTNERSHIP \0\
Resident Survey Report
City of Carisbad
Ql
[ASK QF IF ZIPCODE IS 92008 or 92011 AND ANSWERED "NONE, I JUST LIVE IN
CARLSBAD," "OTHER," OR "DK/NA" FOR QE]
Do you live East or West of Interstate 5?
(n=265)
73.8% East
22.2% West
4.0% (Don't Read) Refused
QJ
[ASK QF IF ZIPCODE IS 92009 or 92011 AND ANSWERED "NONE, I JUST LIVE IN
CARLSBAD," "OTHER," OR "DK/NA" FOR QE]
Do you live North or South of Poinsettia Lane?
(n=216)
32.7% North
57.7% South
9.5% (Don't Read) Refused
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
[ASK QF IF ZIPCODE IS 92009 AND ANSWERED "NONE, I JUST LIVE IN CARLSBAD,'
"OTHER," OR "DK/NA" FOR QE]
QK Do you live North or South of La Costa Avenue?
(n=93)
43.5% North
44.2% South
12.3% (Don't Read) Refused
QL
[ASK QF IF ZIPCODE IS 92009 AND ANSWERED "NONE, I JUST LIVE IN CARLSBAD,"
"OTHER," OR "OmA" FOR QE]
Do you live North or South of Olivenhain Road?
(n= 93)
65.2% North
10.4% South
24.4% (Don't Read) Refused
[bw] RESEARCH
PARTNERSHIP
Resident Survey Report
City of Carisbad
QM What ethnic group do you consider yourself a part of or feel closest to?
(IF HESITATE, READ):
72.9% White or Caucasian
12.1% Hispanic or Latino
3.0% Asian
0.8% African American or Black
5.4% Other (Specify: )
5.7% (Don't Read) DK/NA
Those are all of the questions 1 have for you.
Thank you very much for partlelpattngi
QN Gender (Recorded firom voice, not asked):
48.4% Male
51.6% Female
O. First Name of Respondent
P. Phone
Q. Date of Interview
R. Name of Interviewer
S. Time of Interview
[bw] RESEARCH
PARTNERSHIP