Broadview & Pinehurst Green Grid Customer Satisfaction Survey. CLEINT REVIEW DRAFT May 6, 2011

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1 Broadview & Pinehurst Green Grid Customer Satisfaction Survey CLEINT REVIEW DRAFT May 6, 2011

2 Survey Purpose Gather statistically valid input from residents living in Broadview and Pinehurst Green Grid project areas What do residents think about roadside rain gardens? What can we learn to shape outreach on future projects?

3 How was the survey conducted? Statistically valid survey of all 612 households in the project areas Conducted from April 5th to April 30th Surveys mailed to 612 households Option to complete survey by mail, online, or by phone Survey completed by 206 households (margin of error +/- 5.6%)

4 Sample description 206 residents 123 from Broadview; 83 from Pinehurst Most respondents are long-term residents (average length of residency was 18 years) Below age 45 32%, 45 and above 68% Male 35%, Female 65%

5 Has support for rain gardens changed? Strongest support before and right after construction Overall, residents remain somewhat supportive Very supportive Neutral How supportive were/are you of rain gardens? (mean supportiveness scores) Broadview (n = 123) Pinehurst (n = 83) Very unsupportive 1.0 Right before construction During construction Right after construction Now

6 What are the concerns about rain gardens? What are your concerns about rain gardens? Time and cost required to maintain rain garden 22% Improper drainage/ standing water/ basement flooding Appearance of the rain gardens 14% 14% Safety of the rain gardens 12% Traffic impacts Loss of parking Degree to which rain gardens attract mosquitoes and other pests 9% 9% 9% City s record of maintaining the rain gardens 7% My neighbors do not maintain their section 5% n = 190

7 Were the results worth the disruption? Two-thirds (65% ) reported that the results of the rain garden were worth the disruption Yes Were the results worth the disruption? 65% 65% No 18% 23% Not sure 12% 17% Broadview (n = 118) Pinehurst (n = 82)

8 Contribution to community livability? Almost three-quarters (72%) reported that the project positively impacted the community Yes Did the project contribute positively to the livability of the community? 71% 72% No 21% 22% Not sure 8% 6% Broadview (n = 118) Pinehurst (n = 82)

9 Was the project necessary to maintain the City s infrastructure? Two-fifths (41%) reported that the project was necessary for the City s infrastructure About an equal amount were not sure Yes No Was the project necessary to maintain the City's infrastructure? 19% 27% 37% 44% Broadview (n = 118) Pinehurst (n = 82) Not sure 38% 36%

10 How supportive without neighborhood improvements? Almost half (47%) would have still been supportive of rain gardens absent neighborhood improvements About one third (32%) would have been unsupportive If the rain garden had not involved neighborhood and street improvements, how supportive of the rain garden project would you be? Very supportive Somewhat supportive Neutral Somewhat unsupportive 17% 14% 13% 18% 25% 23% 21% 30% Broadview (n = 112) Pinehurst (n = 77) Very unsupportive 17% 21%

11 How did the project improve Most residents (72%) reported that the rain gardens improved the quality of their neighborhood Drainage problems were reduced But drainage problems and flooding were concerns that residents raised about rain gardens neighborhoods? Which of the following contributed to the improvement of your neighborhood? Pedestrian safety was improved by addition of sidewalks Drainage problems were reduced Visual attractiveness of the neighborhood was improved Vehicle traffic was slowed Other 11% 11% 45% 40% 40% 50% 49% 65% 62% 65% Broadview (n = 123 ) Pinehurst (n = 83)

12 How satisfied with the safety of the rain gardens? Over half (56%) were satisfied with the safety of the rain gardens But safety was a concern that residents raised about rain gardens How satisfied are you with the safety of the rain gardens? Very satisfied Somewhat satisfied Neutral Somewhat dissatisfied Very dissatisfied 8% 8% 10% 17% 15% 20% 23% 21% 33% 45% Broadview (n = 110) Pinehurst (n = 75)

13 How satisfied with the rain gardens not attracting mosquitoes? Half (50%) were satisfied that the rain gardens are not attracting mosquitoes But mosquitoes were a concern that residents raised about rain gardens How satisfied are you with the rain gardens not attracting mosquitoes? Very satisfied Somewhat satisfied Neutral 12% 19% 19% 24% 34% 52% Broadview (n = 47) Pinehurst (n = 23) Somewhat dissatisfied 4% 11% Very dissatisfied 7% 19%

14 How satisfied with the level of maintenance provided by the city? Over half (54%) were satisfied with the maintenance the City provides How satisfied are you with the level of maintenance provided by the City? Very satisfied 34% 34% Somewhat satisfied 22% 26% Neutral 11% 18% Broadview (n = 37) Pinehurst (n = 26) Somewhat dissatisfied 8% 14% Very dissatisfied 16% 17%

15 How satisfied with the appearance of the rain gardens? Most (70%) were satisfied with the appearance of the rain gardens How satisfied are you with the appearance of the rain gardens? Very satisfied 40% 47% Somewhat satisfied 21% 34% Neutral 7% 8% Broadview (n = 47) Pinehurst (n = 37) Somewhat dissatisfied 9% 10% Very dissatisfied 10% 14%

16 How satisfied are residents with the plant choices in the rain gardens? Over half (52%) were satisfied with the amount of choice they had in the plantings in their rain garden How satisfied are you with the amount of choice you had in selecting plants for your rain garden? Very satisfied Somewhat satisfied 17% 21% 32% 33% Neutral 22% 34% Broadview (n = 68) Pinehurst (n = 18) Somewhat dissatisfied 4% 11% Very dissatisfied 9% 17%

17 What type of maintenance do residents provide on a regular basis? Nearly half (42%) do not do any maintenance Residents who do maintenance mostly pick up trash and do some weeding What type of maintenance do you (or someone in your houeshold) provide on a regular basis? Picking up trash Weeding Removing leaves and debris Pruning Watering 21% 31% 33% 43% 42% Mulching 13% Fertilizing 4% Other 6% n = 106

18 Do residents still have the rain garden maintenance manual? Over half (57%) reported not receiving a manual Do you still have the rain garden maintenance manual that was provided at the end of the project? Yes 17% 30% No Not sure 14% 10% 7% 11% Broadview (n = 121) Pinehurst (n = 83) Did not receive one 49% 63%

19 Was the rain garden maintenance manual useful? For those that did not think the manual was useful, some respondents reported they: knew everything in it already (8%; n=7) did not have time to read it (2%; n=2) did not plan on maintenance (1%; n=1) Was the rain garden maintenance manual useful? 41% 23% 36% n = 88 Yes No Don't know

20 How could SPU improve information and communication? People would like to know more about the long term and construction impacts of rain gardens How could SPU have improved the information they provided about the rain garden construction? Provide more information about the longterm impacts Provide more information about the construction impacts Provide more information about the goals of the project Increase the frequency of communication 5% 9% 8% 11% 12% 11% 15% 17% Broadview (n = 123) Pinehurst (n = 83) Provide information sooner Use a different method of communication Provide more understandable information 5% 4% 5% 3% 4% 5%

21 How would you prefer to receive construction information from SPU? Most people prefer direct mail Similar to baseline CSO survey finding, Project signs and community meetings were also greatly preferred How would you prefer to receive future construction information from SPU? Flyer mailed to home Project signs placed in neighborhood Open house community meeting Website Speak with SPU staff 31% 19% 24% 30% 48% 42% 41% 35% 38% 36% 78% 81% Television story Newspaper story Social media, such as Facebook or Twitter 15% 8% 14% 16% 7% 8% Broadview (n = 123) Pinehurst (n = 83)

22 Conclusions Overall, there is still support for rain gardens Long-term residents and older residents are most likely to be less supportive There is confusion and concern about maintenance Resident vs. city maintenance expectations Maintenance turned out to be more than people expected Questions about cost of maintenance Trash piling in

23 Conclusions (continued) Safety is a top concern Overgrowth creating visibility problems for drivers Risk of children or seniors falling in/drowning Breeding ground for mosquitoes Provides habitat for rats Drainage and flooding still a problem Surprised by amount of parking lost

24 Recommendations Set the right expectations Use images so residents can see what a mature rain garden will look like Build understanding of how rain gardens work and change over time Provide clear guidance about city vs. resident roles in maintenance Be clear about parking impacts Take advantage of community knowledge

25 Recommendations (continued) Stay in touch. Send regular updates by mail post-construction Provide maintenance tips Remind residents of maintenance city will be doing Celebrate successes How much stormwater runoff has been reduced Reductions in area flooding Who to call with questions