Prince William County
Citizen Satisfaction Survey
REPORT OF RESULTS
2004
Prepared by:
Monnica T. Williams, Research Analyst
and
Thomas M. Guterbock, Director
With the assistance of:
Ryan Hubbard, Senior Research Analyst
Jennifer Wainright, Research Analyst
Prepared for:
OFFICE OF EXECUTIVE MANAGEMENT
Prince William County, Virginia
August 2004
WELDON COOPER
CENTER FOR PUBLIC SERVICE
University of Virginia
University of Virginia
CITIZEN SATISFACTION SURVEY
Prince William County Citizen Satisfaction Survey
TABLE OF CONTENTS
List of Figures ................................................................................................................................. ii
List of Tables ................................................................................................................................. iii
Acknowledgments............................................................................................................................1
Executive Summary .........................................................................................................................3
1
Introduction, Respondent Selection, and Summary of Methods............................................7
2
Quality of Life in Prince William County............................................................................12
3
Satisfaction with County Services........................................................................................16
4
Communication with the County .........................................................................................24
5
Development Issues..............................................................................................................26
6
Views of Government and Education ..................................................................................31
7
Employment and Commuting ..............................................................................................35
8
Summary and Conclusion ....................................................................................................41
Appendix A: Questionnaire
Appendix B: Survey and Sampling Methodology
Appendix C: Demographics of Sample
Appendix D: Survey Results
Appendix E: Question Revisions and Rotation Plan
Satisfaction Item Index
Center for Survey Research
i
PRINCE WILLIAM COUNTY
LIST OF FIGURES
Figure 1-1
Figure 1-2
Figure 1-3
Figure 1-4
Figure 1-5
Figure 2-1
Figure 2-2
Figure 2-3
Figure 2-4
Figure 2-5
Figure 3-1
Figure 3-2
Figure 3-3
Figure 3-4
Figure 3-5
Figure 3-6
Figure 3-7
Figure 3-8
Figure 3-9
Figure 3-10
Figure 3-11
Figure 4-1
Figure 4-2
Figure 4-3
Figure 4-4
Figure 5-1
Figure 5-2
Figure 5-3
Figure 5-4
Figure 5-5
Figure 6-1
Figure 6-2
Figure 6-3
Figure 6-4
Figure 6-5
Figure 6-6
Figure 6-7
Figure 7-1
Figure 7-2
Figure 7-3
Figure 7-4
Figure 7-5
Figure 8-1
ii
Map of Prince William County
Age of Respondents, 2004
Race of Respondents, 2004
Household Income, 2004
Educational Level, 2004
Overall Quality of Life Ratings, 2004
Mean Overall Quality of Life Ratings, 1993-2004
Mean Overall Quality of Life Ratings by Area, 2004
Quality of Life Five Years Ago, 2004
Quality of Life Five Years from Now, 2004
Overall Satisfaction with County Government Services, 2004
Overall Satisfaction with County Government Services, 1993 and 2000-2004
Change in Satisfaction with County Services over the Year, 2004
Satisfaction with Police Attitude by Age, 2004
Satisfaction with Police Attitude by Race, 2004
Satisfaction with County Emergency Services, 2004
Purpose of 911 Call, 2004
Satisfaction with 911 Services, 2004
Satisfaction with Safety from Crime, 2004
Satisfaction with Public Services, 2004
Satisfaction with Human Services, 2004
Satisfaction with County Employee Helpfulness, 2004
Use of County Website, 1999-2004
Satisfaction with County Website, 2004
Satisfaction with Contacting the County, 2004
Satisfaction with Planning and Development, 2004
Satisfaction with County Growth by Area, 2004
Satisfaction with Development Items, 2004
Satisfaction with Appearance Items, 2004
Satisfaction with Transportation in the County, 2004
Satisfaction with Efficiency and Effectiveness of County Service, 2004
Trust County Government Decisions, 2004
Trust County Government Decisions, 2000-2004
Preferred Level of Services and Taxes, 2004
Satisfaction with Value of Tax Dollar, 2004
Satisfaction with Government Items, 2004
Satisfaction with Education Items, 2004
Employment Status, 2004
Place of Work, 2004
Length of Commute by Region, 2004
Average Commute Time, 2000-2004
Change in Travel Time from Last Year, 2004
Satisfaction by Visibility, 2004
University of Virginia
CITIZEN SATISFACTION SURVEY
LIST OF TABLES
Table 2-1
Quality of Life by Demographic and Area, 2004
Table 3-1
Trends in General Satisfaction with Government Services, 1993 and 2000-2004
Table 3-2
Trends in Satisfaction with Public Safety Services, 1993 and 2000-2004
Table 3-3
Trends in Satisfaction with Public Services, 1993 and 2000-2004
Table 4-1
Trends in Communication Items, 1993 and 2000-2004
Table 5-1
Trends in Development Issues, 1993 and 2000-2004
Table 6-1
Trends in Satisfaction with Government and Education, 1993 and 2000-2004
Table 7-1
Occupation of Prince William County Workers, 2004
Table 7-2
Industry of Prince William County Workers, 2004
Table 7-3
Employment Sectors of Prince William County Workers, 2004
Table 7-4
Percent Job Location of Commuters by Residence Area, 2004
Table 7-5
Percent Job Location of Commuters and Non-Commuters by Residence Area, 2004
Table 8-1
Percent Satisfied for All Satisfaction Items, 1993 and 2000-2004
Table 8-2
Ranked List of Satisfaction Items, 2004
Table 8-3
List of Satisfaction Items Ranked by Visibility, 2004
Table 8-4
List of Services in Satisfaction/Visibility Categories, 2004
Center for Survey Research
iii
PRINCE WILLIAM COUNTY
iv
University of Virginia