The results of the 2019 Citizen Survey are in and citizens again affirmed that the three major categories of City services that residents thought were the most important for the City to emphasize over the next two years are (1) the maintenance of City streets and infrastructure, (2) the flow of traffic in the City and (3) the quality of police protection. These were the same top three priorities identified in all previous surveys conducted: 2014, 2011, 2008.
The 2019 Citizen Survey involved mailing seven-page surveys to a random sample of Springfield residents in the spring. The mailed survey included a postage-paid return envelope and a cover letter. The cover letter explained the purpose of the survey and encouraged residents to return their surveys in the mail. A link to the online version was provided for residents who preferred to complete the survey over the Internet (www.SpringfieldSurvey.org).
Approximately 10 days after the surveys were mailed, residents who received the survey were contacted by email to encourage participation. Of the households that received the survey, a total of 829 households completed the survey. With a confidence level of 95 percent, the margin of error for the 2014 survey is +/- 3.4 percent overall.
In order to better understand how well services are being delivered by the City, ETC Institute geocoded the home address of respondents to the survey. A map showing the physical distribution of respondents, based on the location of their homes, is included in the report. Citizens from all income brackets, ages, genders and locations are well represented in the 2019 survey.
Overall satisfaction with major City services
Springfield rated higher than other cities in the overall quality of City services - 16% above the Regional Average and 11% above the U.S. Average.
The overall City services with the highest levels of satisfaction, based on upon the combined percentages of “very satisfied” and “satisfied” responses from residents who had an opinion, were: the overall quality of fire protection (83%), the effectiveness of Springfield-Branson National Airport (63%), and the overall quality of police protection (61%). Residents were least satisfied with the overall flow of traffic in the City (28%).
Customer Service
Another standout area was customer service. The City rated 6% above the Regional Average and 13% above the U.S. Average in the quality of customer service provided by City employees.
Perceptions of the City
The overall perceptions of the City that had the most positive ratings, based on the combined percentages of “very satisfied” and “satisfied” were: ratings of neighborhoods as a place to live (65%), the overall quality of life in Springfield (62%) and overall quality of services provided (61%).
Satisfaction with Specific City Services
Public Safety
The highest levels of satisfaction with public safety services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents, who had an opinion, were: how quickly fire personnel respond to emergencies (78%), emergency 911 services (71%) and quality of fire prevention education (65%).
Maintenance
The highest levels of satisfaction with maintenance services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents, who had an opinion, were: the maintenance of City-owned buildings (70%), the maintenance of street signs and traffic signals (66%) and the cleanliness of City streets and public areas (50%). Residents were least satisfied with the sharing of information about the maintenance of city-owned buildings (29%).
Parks and Recreation
The highest levels of satisfaction with parks and recreation, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents, who had an opinion, were: the maintenance of city parks (74%), the location of city parks (73%) and walking and biking trails in the City (72%). Residents were least satisfied with the sharing of Parks and Recreation information with the community (42%).
Communication
The highest levels of satisfaction with City communication, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents, who had an opinion, were: the availability of information about City programs/services (42%), the types of information available on the City’s web site (41%) and information provided by the City prior to issue elections (41%).
Customer Service
Over one-third (37%) of the residents surveyed contacted the City of Springfield with a question, problem or complaint during the past year. Of those 37% who contacted the City, the highest levels of satisfaction, based upon the combined percentage of “very satisfied” and “satisfied”responses among residents who had an opinion were: the courtesy of city employees (73%) and the accuracy of the information and assistance given (64%).
Community-wide Issues/Services
The highest levels of satisfaction with community-wide issues/services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents, who had an opinion, were: the quality of early childhood development programs (48%) and the way the City works with other jurisdictions (43%). Residents were least satisfied with the level of civic engagement in decision-making.
Changes from the Previous Survey
Significant changes from the last survey, performed in 2014, include notable increases in ratings of how quickly police respond to emergencies (+ 5 percent); courtesy of City employees ( + 2 percent) and accuracy of information and assistance given for customer service ( + 2 percent).
Notable decreases from the last survey, performed in 2014, include overall appearance and attractiveness of the City ( -18 percent); Springfield as a place to raise children ( -17 percent); overall quality of life in Springfield ( -15 percent); wastewater services ( - 11 percent); overall maintenance of City streets and infrastructure (-11 percent); overall enforcement of City codes and ordinances (-10 percent); cleanliness of City streets and public areas ( -10 percent); cleanliness of City parks (– 10 percent) and City swimming pools ( - 10 percent).
Jason Morado, Senior Project Manager with ETC, the firm hired to conduct the survey, said municipal satisfaction ratings have been trending down nationwide over the past few years.
Levels of Trust
A new question, inquiring about levels of trust with major institutions, including local, state and federal government, was added to the 2019 survey.
The highest levels of trust were with the following groups of people, based upon the combined percentage of “trust them a lot” and “trust them some” responses among residents, who had an opinion, were: law enforcement (74%); people who work in stores where respondents shop (74%); people in their neighborhood (67%); other people in general (57%) and City of Springfield government (54%).
Download Council Lunch presentation
Download the full 2019 City of Springfield Community Survey
Appendix A – Open-Ended Comments
Appendix B – GIS Maps
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