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Home My WebLink About4.1 Discuss the results of the Village's Community Survey as conducted by ETC Institute in November, 2020., e t �f Item Cover Page i, i I?" wubject 2020 Community Survey Results Discussion Meeting March 23, 2021 - COMMITTEE OF THE WHOLE - ciscal Impact a • • ry DISCUSSION Type Discussion Information. CreationSurvey History In 2016, the Village completed its first Community Survey with ETC Institute ("ETC"), a company specializing in market research and survey analysis. Community surveying allows staff and the Village Board to hear resident opinions on services provided by various departments including public works, community development, human services and public safety. It also engages citizens in a meaningful way, as staff can utilize response data to help shape long-range strategic planning and investment decisions. One of the benefits of utilizing a specialized company such as ETC is they are able to compare the Village"s response data to similar survey responses on a nationwide and Great Lakes regional level. More details on this comparison ar(.& included in the Summary of Survey Responses. • Distribution of - Survey The survey includes questions related to resident"s preferred forms of Village communications,, downtown district,.ll community . • quality of •' have a baseline comparison, the majority of the 2020 survey questions match the 2016 survey. The survey concludes with residents prioritizing various Village policies and providing basic demographic information. ETC formatted, printed, and mailed the survey questions and introductory cover letter to residents in late November 2020. An online version of the survey was also available for residents that wished to complete it electronically. 1 New questions were added to expand upon services offered in the Human Services Department., as well as a few questions added related to diversity. A copy of the • • survey is attached. Completion of the Survey Residents were randomly selected to participate in the survey and given approximately 2 weeks to complete it,, with a reminder call from ETC to those residents that did not complete the survey within the first seven days. The target was to have 400 surveys completed; ETC confirmed they had received 450 completed surveys. The results for the random sample of 450 households have a 95% level of confidence with a precision of at least +/- 4.6%. Note: Confidence level is an expression of how confident a researcher can be of the data obtained from a sample. Confidence levels are expressed as a percentage and indicate how frequently that percentage of the target population would give an answer that lies within the confidence interval. The confidence level most commonly used by researchers is 95%. ETC has provided the Village with data and analysis based upon survey responses; a complete report is attached. Each individual"s survey responses are confidential. In addition to tabular data provided, a series of GIS maps are provided by ETC. These maps help Village staff understand specific issues that may be of concerr on a neighborhood level. Summary of Survey Responses Overall, resident responses were very positive. Satisfaction rating for the Village rated significantly higher (difference of 5% or more) than the U.S. average for all 49 areas assessed by the survey, and nearly the same for the Great Lakes regional average (48 of areas assessed were significantly higher than average). Greatest satisfaction was found in the following areas: • Maintenance of Village Buildings/Facilities • Overall Quality of Services Provided by the Village • Overall Quality of Customer Service from Village Employees • Maintenance of Village Streets residents The survey also asked i i ize certain policy determineill it future efforts. The 2020 top results for future focus : • Crime i • Balanced Village • Flood Prevention These are the same top 3 areas of focus that were found in the 2016 survey. Prioritization on i i is not necessarilyindicator i i i, it i 2 simply to note what areas should receive the most focus by the Village; a policy ,?rea can be both a high priority for focus, while at the same time have a high level •' satisfaction. To compare • prioritization ! d satisfaction, refers _ • the TrendImportance-Satisfaction (""I -S"') rating (more below). Analysis • 2016 to • • satisfaction . •' have increased or stayed the same in 91 of the 106 areas that were assessed. There have been significant increases (5% or more) satisfaction •' of these areas.' •' areas I ' shown significant increases 2016 are •' below ! • on ` following I • areas that saw the most improvement specifically (greatest jump in satisfaction) re: • Quality ofProgramming • Value You Receive for Tax/Fees • Travelling by Bicycle in the Village Page 54 of the Survey Results shares the I -S rating (Importance -Satisfaction Rating); this rating helps us understand which areas we should consider highes! priority, due to both how important the topic is to the community, and the related #,verall satisfactionfor areas!• .nce is high, but ths satisfactionpolicy . lags behind, should be • • on • sirder to improve our of while• Very High Priority: Management of Village Finances 55% feel it's "most important"" while 59% are ""satisfied" or "very satisfied" • High Priority: Flow of traffic/management - 35% feel its most important, holds ! • •satisfaction • There are 7 additional ' • priority"" • • ' • on page 54 of Presentation to the Board Jason • .'•• ofwill be attendance .the March2021 Committee of the Whole to discuss the survey results in greater detail. The report and GIS Maps are attached to this memo. Alternatives 1. Discuss the results of • • Community 2. Action at the discretion of Village Board. Staff Recommendation Discuss the results of the Village's Community Survey as conducted by ETJ 3 Institute in November, 2020. ATTACH M E NTS: 2020 Community Survey Maps.pdf 2020 Community Survey Results Report.pdf Mt Prospect 2020 Community Survey Presentation - Mar 16 2021. pdf 4 Submitted to the Village of Mount Prospect,, IL by: ETC Institute 725 W. Frontier Lane, Olathe, Kansas 66061 January 2021 I .......... I 2020 Village of Mount Prospect Community Survey: GIS Maps Interpreting the Maps The maps on the following pages show the mean ratings for several questions on the survey by Census Block Group. If all areas on a map are the same color, then residents generally feel the same about that issue regardless of the location of their home. When reading the maps, please use the following color scheme as a guide: • FUR' shades indicate POSITIVE ratings. Shades of blue generally indicate satisfaction with a service, ratings of "excellent" or "good" and ratings of "very safe" or "safe." • OFF-WHITE shades indicate NEUTRAL ratings. Shades of neutral generally indicate that residents thought the quality of service delivery is adequate. • shades indicate NEGATIVE ratings. Shades of orange/red generally indicate dissatisfaction with a service, ratings of "below average" or "poor" and ratings of "unsafe" or "very unsafe." 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Frontier Lane, Olathe, Kansas 66061 January 2021 .......... I I N S T I T "' T E 123 Village of Mount Prospect Community Survey Executive Summary Report Overview and Methodology ETC Institute administered a community survey for the Village of Mount Prospect during the fall of 2020. The survey was designed to gather resident input and produce feedback on Village programs and services. The information collected will be used to improve existing programs and services and give the Village a better foundation for long-range planning and investment decisions. The strategic approach the Village is taking will ensure the advancement of Village efforts to be a High Performance Organization with exceptional customer service. This community survey will help confirm the Village is focused in the right direction and performing effectively. This is the second community survey ETC Institute has administered for the Village of Mount Prospect; the first survey was conducted in 2016. Methodology. A seven -page survey was mailed to a random sample of households throughout the Village of Mount Prospect. The mailed survey included a postage -paid return envelope and a cover letter. The cover letter explained the purpose of the survey, encouraged residents to return their surveys in the mail, and provided a link to an online survey for those that preferred to fill out the survey online. Approximately 10 days after the surveys were mailed, residents who received the survey were contacted by email to encourage participation. The goal was to receive at least 400 completed surveys. This goal was exceeded, with a total of 450 households completing a survey. The results for the random sample of 450 households have a 95% level of confidence with a precision of at least +/- 4.6%. Interpretation of "Don't Know" Responses. The percentage of "don't know" responses has been excluded from many of the graphs in this report to assess satisfaction with residents who had used Village services and to facilitate valid comparisons with other communities in the benchmarking analysis. Since the number of "don't know" responses often reflects the utilization and awareness of Village services, the percentage of "don't know" responses has been included in the tabular data in Section 4 of this report. When the "don't know" responses have been excluded, the text of this report will indicate that the responses have been excluded with the phrase "who had an opinion." This report contains the following: • a summary of the methodology for administering the survey and major findings • charts showing the overall results of the survey (Section 1) • Importance -Satisfaction analysis that identifies priorities for investment (Section 2) • benchmarking data that show how the results for the Village of Mount Prospect compare to residents in other communities (Section 3) • tabular data showing the overall results for all questions on the survey (Section 4) • a copy of the cover letter and survey instrument (Section 5) Overall Satisfaction with Village Services The major categories of Village services that had the highest levels of satisfaction, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: the maintenance of village buildings and facilities (91%), overall quality of services provided by the Village (90%), overall quality of customer service received from Village employees (89%), and maintenance of Village streets (87%). Overall Feelings of Safety Most residents (92%) who had an opinion felt either "very safe" or "safe" when rating their overall feeling of safety within the Village of Mount Prospect. Ninety-six percent (96%) of residents who had an opinion indicated they felt "very safe" or "safe" in their neighborhood during the day. Eighty-nine percent (89%) of residents who had an opinion indicated they felt "very safe" or "safe" in their neighborhood at night. Other situations where a majority of residents who had opinion indicated they felt either "very safe" or "safe" were: in commercial and retail areas (84%) and in the Village's parks, trails, and recreational areas (82%). Satisfaction with Specific Village Services • Overall Community. The highest levels of satisfaction with overall community services, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: the overall feeling of safety in neighborhoods (91%), the overall quality of Library services (91%), the overall feeling of safety in the village (91%), the overall maintenance of public property (89%), the ease of access of places respondents usually visit (87%), and the overall quality of life in the Village (87%). • Village Infrastructure. The highest levels of satisfaction with Village infrastructure, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: snow removal on major Village streets (91%), the maintenance of street signs and traffic signals (90%), the cleanliness of streets and other public areas (89%), the maintenance of Village owned buildings (88%), mowing/trimming along streets and public areas (88%), and snow removal on neighborhood streets (88%). • Public Works. The highest levels of satisfaction with public works services, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: the overall quality of residential garbage collection services (94%), the overall quality of residential curbside recycling services (94%), and the overall quality of brush collection (93%). • Community Development. The highest levels of satisfaction with community development services, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: sign regulation standards (76%), the appearance of commercial corridors (73%), and the exterior maintenance standards for private property (68%). • 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: friendliness of the Fire Department (92%), overall professionalism of the Fire department (91%), overall quality of fire protection services (91%), overall quality of emergency medical services (90%), and the overall quality of police protection (87%). • Human Services. The highest levels of satisfaction with human services, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: the accessibility of Village services (83%), Medical Lending Closet (77%), and the food pantry (71%). • Village Communication. The highest levels of satisfaction with Village communication, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: the quality of the Village print newsletter (83%), the availability of information on Village services and activities (78%), and the timeliness of information (77%). • Downtown District. The highest levels of satisfaction with the Village's Downtown District, based upon the combined percentage of "very satisfied" and "satisfied" responses among residents who had an opinion, were: the adequacy of the Metra train station (74%), the convenience of the Emerson Street parking deck (74%), and the general appearance of Downtown (73%). Other Findings ➢ Community Priorities. The items that were indicated to be of the highest priority, based upon the combined percentage of "very high priority" and "high priority" responses among residents who had an opinion, were: overall quality of life (93%), crime prevention (90%), a balanced Village budget (89%), and quality of services provided by the Village (89%). Crime prevention, a balanced budget, and flood prevention and storm water management were the three items that residents believe should receive the most emphasis over the next two years. iii ➢ The most frequently -mentioned sources that residents use to get information about Village issues, services, and events are: the Village newsletter (79%), the Village website (57%), word of mouth (48%), Village signs and banners (42%), and local newspapers (38%). The most preferred way to learn about Village issues, services, and events is through the Village Newsletter. ➢ Forty-seven percent (47%) of residents have visited the Village with a request for service or to pay a bill during the past year. Of those who have visited the Village, and who had an opinion, 91% were either "very satisfied" or "satisfied" with the politeness and courteousness of Village employees, 91% were either "very satisfied" or "satisfied" with the time it took for Village employees to respond to their request, and 88% were either "very satisfied" or "satisfied" that their call/inquiry was answered promptly and accurately. ➢ Only 33% of residents have contacted the Village with a request for service or to pay a bill, by phone or electronically, during the past year. Of those who have contacted the Village, and who had an opinion, 91% were either "very satisfied" or "satisfied" with Village employees helping them resolve their issue, 90% were either "very satisfied' or "satisfied" with the politeness and friendliness of Village employees, and 89% were either "very satisfied" or "satisfied" that their inquiry was answered promptly and accurately. o Eighty-one percent (81%) of respondents who contacted the Village during the past year used the phone, 10% used the website, and 9% used email. o Of those respondents who contacted the Village by phone and left a voicemail 86% received a call back. iv How the Village of Mount Prospect Compares to Other Communities Nationally Satisfaction ratings for the Village of Mount Prospect rated significantly higher (difference of 5% or more) than the U.S. average in all 49 areas that were assessed. Listed below are the comparisons between the Village of Mount Prospect and the U.S. average: v How the Village of Mount Prospect Compares to Other Communities Regionally Satisfaction ratings for the Village of Mount Prospect rated above the Great Lakes regional average in all 49 areas that were assessed. The Village rated significantly higher (difference of 5% or more) in 48 of these areas. Listed below are the comparisons between the Village of Mount Prospect and the Great Lakes regional average: Vi Trend Analysis From 2016 to 2020, satisfaction ratings have increased or stayed the same in 91 of the 106 areas that were assessed. There have been significant increases (5% or more) in satisfaction in 70 of these areas. The 70 areas that have shown significant increases since 2016 are listed below and on the following page. if SIEMENSSIEMENS Quality of MPDC programming 65% 44% 21% Communication Value you receive for tax/fees 67°f 48% 19% Aspects of the Corrmmunity Traveling by bicycle in the Village 74% 58% 16% Feeling of Safety Quality of,brush collection 93% 77% -,16% Public Works Street lighting on neighborhood streets 73% 58% 15% Village Infrastructure Food pantry 71 % -56% 15% Human Services Quality of yard waste service 93% 78% 15% Public Works Over ll quality of social services 67% -53%— 14Q/o Human Services Inspection process 67% 53% 14% Community Development Clarity &understandability of Village bills 76% -- 63% 14% Co;mnhunication Snow removal on streets in your neighborhood 88% 74% 14% Village Infrastructure Medical Lending Closet 77% 63% 7.4% Human Services Snow removal on major Village streets 91% 78% 13% Village Infrastructure Maintenance of Village streets 87% -75%,, -,13% Quality,of Life, Overall quality of senior services 68% 55% 12% Human Services Flow of traffic/management 70% -58% 58% 12% Quality of Life Condition of major Village streets 84% 73% 12% Village Infrastructure Building permit process 67% 55% 12% Co m'rnunity Development Management of Village finances 59% 48% 12% Quality of Life Overall maintenarmce'of public property 89% 77% 11% Aspects cif the Community Conditional use permit process and/or variance process 61% 50% 11% Community Development Citizen ern agement 51% 409/6 11% Aspects of the Community, Sign regulation standards 76% 66% 10% Community Development Overall quality of nursing services65% 55% 10% Human Services Street lighting on major streets 86% 76% 10% Village Infrastructure Effectiveness of Village communication 7$% 68% 1.0°% C,uality of Life Mowing/tree trimming along streets & public areas 88% 78% 10% Village Infrastructure Quality of,electrical service 81% 72% 10% Village, Infrastructure Transparency of Village information 62% 52% 10% Communication Condition of idewalks' in your neighborhood 71% -619/o, 9% Village Irifra tructure Efforts to prevent crime 77% 68% 9% Public Safety Overall maintenance of private,property 77% -68%—, 9% Aspects of the Community Overall quality of police response times 87% 78% 9% Public Safety Conditions of streets in your neighborhood 83% 74% 9% Village Infrastructure Quality of wastewater services 85% 77% 9% Public Works Usefulness of the Village's Webs to'Calendar 64% 55% 8%—, Communication Quality of customer service 89% 81% 8% Quality of Life Quality of,natural gas service 86°f 78% 8% Village Infrastructure Appearance of Commercial Corridors 73% 65% 8% Community Development In the Village's parks/trails/recreational areas 82% 74% - 8% Feeling of Safety Quality of drinking water 85% 77% 8% Public Works Enforcement of Village codes/ordinances 68 -61% 7% Qbality of ife Maintenance of street signs & traffic signals 90% 83% 7% Village Infrastructure C!uality of:residential curbside recycling service 94% -86%— 7% Public Works Quality of residential garbage collection service 94% 87% 7% Public Works Quality of Village's e4 fll E- Newsletter 72% 65% 7% Co,mrnunication In your neighborhood at night 89% 82% 7% Feeling of Safety Visibility of police in retail/corrmmercial areas 70% 63% 7%, - Public Safety. Trend Analysis (Cont.) Investment Priorities Recommended Priorities for the Next Two Years. In order to help the Village identify investment priorities for the next two years, ETC Institute conducted an Importance - Satisfaction (I -S) analysis. This analysis examined the importance residents placed on each Village service and the level of satisfaction with each service. By identifying services of high importance and low satisfaction, the analysis identified which services will have the most impact on overall satisfaction with Village services over the next two years. If the Village wants to improve its overall satisfaction rating, the Village should prioritize investments in services with the highest Importance Satisfaction (I -S) ratings. Details regarding the methodology for the analysis are provided in the Section 2 of this report. Overall Priorities for the Village by Major Category. This analysis reviewed the importance of and satisfaction with major categories of Village services. This analysis was conducted to help set the overall priorities for the Village. Based on the results of this analysis, the major service that is recommended as the top priority for investment over the next two years in order to raise the Village's overall satisfaction rating is listed below: o Management of Village finances (IS Rating=0. 2224) The table on the following page shows the Importance -Satisfaction rating for all 9 quality of life categories of Village services that were rated. viii Emergency preparedness 83% 77% 6% Quality of Life Timeliness of information 71%,70% F%, - Communication,-, Enforcement of traffic laws 78% 71% 6% Public Safety Overall feeling of safety in the` Village 91% '859/6' 6% Aspects o" f the Community, Accessibility of Village services 83% 77% 6% Human Services Cualit of V�IIa e's social media y ........ ......; ........ ........ ........; ...... 64% 58% 6% Corrtimunicatian Ease of access of places you usually visit 87% 82% 6% Aspects of the Community Overall feeling, of safety irn' your neigh'borh'ood 91% 86% 6% Aspects of the Community, Enforcement of parking laws 75% 70% 5% Public Safety Visibility of,police in neigh'borhoods 71% 659/o 5%� Public safety Sense of community 71% 66% 5% Aspects of the Community Cleanliness of streets & other public areas 89% 845/a 5% Village Infrastructure Quality of cable & internet service 63% 58% 5% Village Infrastructure Exterior maintenance standards f©r private property 68% 63% 5%,, Community, Deuelopmernt Quality of Village's Experience Mount Prospect 70% 65% 5% Communication Friendliness of police department 86% 81% 5% Public Safety Quality of services provided by the Village 90% 86% 5% Quality of Life Overall quality of police protection 87%: 82% 5% Public Safety Property maintenance standards 62% 57% 5% Community Development Lopping after dark,,,, 5% Feeling of Safety Overall quality of emergency medical services 90% 85% 5% Public Safety Ctverall professionalism of the police department 86% 81% 5% Public;Safety Investment Priorities Recommended Priorities for the Next Two Years. In order to help the Village identify investment priorities for the next two years, ETC Institute conducted an Importance - Satisfaction (I -S) analysis. This analysis examined the importance residents placed on each Village service and the level of satisfaction with each service. By identifying services of high importance and low satisfaction, the analysis identified which services will have the most impact on overall satisfaction with Village services over the next two years. If the Village wants to improve its overall satisfaction rating, the Village should prioritize investments in services with the highest Importance Satisfaction (I -S) ratings. Details regarding the methodology for the analysis are provided in the Section 2 of this report. Overall Priorities for the Village by Major Category. This analysis reviewed the importance of and satisfaction with major categories of Village services. This analysis was conducted to help set the overall priorities for the Village. Based on the results of this analysis, the major service that is recommended as the top priority for investment over the next two years in order to raise the Village's overall satisfaction rating is listed below: o Management of Village finances (IS Rating=0. 2224) The table on the following page shows the Importance -Satisfaction rating for all 9 quality of life categories of Village services that were rated. viii ix Most Importance - Most Important Satisfaction Satisfaction I -S Rating Category of Service Important % Rank Satisfaction % Rank Rating Rank Very High Priority (IS >.20) Management of Village finances 55% 1 59% 9 0.2224 1 High Priority (IS .10-.20) Flow of traffic/management 35% 4 70% 7 0.1053 2 Medium Priority (IS <.10) Emergency preparedness 31% 5 83% 5 0.0528 3 Effectiveness of Village communication 23% 6 78% 6 0.0504 4 Maintenance of Village streets 39% 2 87% 4 0.0485 5 Enforcement of Village codes/ordinances 15% 7 68% 8 0.0483 6 Quality of services provided by the Village 36% 3 90% 2 0.0342 7 Quality of customer service 10% 8 89% 3 0.0118 8 Maintenance of Village buildings & facilities 6% 9 91% 1 0.0055 9 ix 2020 Village of Mount Prospect Community Survey: Findings Report Section 1 Charts and Graphs ETC Institute (2020) Page 1 134 L O Q N oC A E E U O O O cuco O 0 N (A Q) V 0 > r-4 4-j L s4 C- ( 1) �C- 0 _0 (1) (1) 4—JU cry m '— '� O Q)O u +-j .cam a).� � Q U u w a -j • — E E OU — 4-cn O a) V a) U f6 � Otn N O N Cu0 > 4-1 Co V N U ._ E X c cu O 4 Co OV) +-+ w r 1 CO � > c C:0 o N Q m w m O 4� > ca O ca o i o � 0 O r-4 E r -I s4 w -j o �C- U > v1 E 0 � V 4-- O 4-1 f3 (1) (1) 4—JU cry m '— '� O Q)O u +-j .cam a).� � Q U u w a -j • — E E OU — 4-cn O a) V a) U f6 � Otn N O N Cu0 > 4-1 Co V N >c E c cu O 4 Co +-+ w r 1 CO � 'cro c O o N Q m w L O > ca bu0 4-j0 (1) i 0 O r-4 N N0 r -I \ N •U ro 06 b n .— —cuE buo = — � _0 _ > O . i U > v1 E 0 � V 4-- O 4-1 f3 (1) (1) 4—JU cry m '— '� O Q)O u +-j .cam a).� � Q U u w a -j • — E E OU — 4-cn O a) � m E .V a) U f6 � Otn N O N Cu0 > 4-1 a) U fo � CSA f� > L4-- 4J C: w V N >c E c cu O 4 Co +-+ w CO 'cro c o N O w G ca 0 O r-4 N N0 r -I \ N r -I CUD N N CO o N O 00M. ca o � k.0 z a, N N Lr) X0 O N N a-+ c� cn N i 1 0 0 O N O N ateJ O � O � N 4-J ateJ U lm;jm LU — .. 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U V W L 0 V) 177 L O Q re LL L t1') a -J E E O U 4-j U N Q O +-j O O cuco O 0 N r+• O s t I L O p q N C O W N (U J C U LUH ui u 3 O ui OD C6 CL O N O N N V) U LU 178 L O Q re L.L L t1') a -J E E O U O O O tw co O 0 N 0 M c X 0 O 0 (1) bD m C� t _I_ - V) 0- V) QD C6 O O N ate+ ate-+ V) U LU 179 CMM 0 401m v LLI 0 c O Cl Ul 0 0 (W V J- ro ro L O O N buo NO w I 180 L 0 Q re V) L.L I 00 C6 O 0 N N a-+ a--+ V) V LU 181 L O re V) E E O U U N Q O +-j 0 O tw ca O O N t�1D .3 0 0 a, t 0 s v t O V X W* C 3 O L 0 Q re V) LL E LL O Ln OD C6 CL 183 2020 Village of Mount Prospect Community Survey: Findings Report Section 2 Importance -Satisfaction Analysis ETC Institute (2020) Page 51 184 2020 Village of Mount Prospect Community Survey: Findings Report Importance -Satisfaction Analysis Village of Mount Prospect, Illinois Overview Today, community leaders have limited resources which need to be targeted to activities that are of the most benefit to their citizens. Two of the most important criteria for decision making are (1) to target resources toward services of the highest importance to citizens; and (2) to target resources toward those services where citizens are the least satisfied. The Importance -Satisfaction (IS) rating is a unique tool that allows public officials to better understand both of these highly important decision making criteria for each of the services they are providing. The Importance -Satisfaction rating is based on the concept that public agencies will maximize overall customer satisfaction by emphasizing improvements in those areas where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. Overview The rating is calculated by summing the percentage of responses for items selected as the first, second, and third most important services for the Village to provide. The sum is then multiplied by 1 minus the percentage of respondents who indicated they were positively satisfied with the Village's performance in the related area (the sum of the ratings of 4 and 5 on a 5 -point scale excluding "Don't Know" responses). "Don't Know" responses are excluded from the calculation to ensure the satisfaction ratings among service categories are comparable. [IS=Importance x (1 -Satisfaction)]. Example of the Calculation: Respondents were asked to identify the major categories of Village services they thought should receive the most emphasis over the next two years. Approximately fifty-five percent (54.5%) of respondents selected management of Village finances as one of the most important services for the Village to provide. With regard to satisfaction, 59.2% of respondents surveyed rated the Village's overall performance in the management of Village finances as a "4" or "5" on a 5 -point scale (where "5" means "Very Satisfied") excluding "Don't Know" responses. The I -S rating was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example 54.5% was multiplied by 40.8% (1-0.592). This calculation yielded an I -S rating of 0.2224, which ranked first out of 9 major quality of life categories. ETC Institute (2020) Page 52 2020 Village of Mount Prospect Community Survey: Findings Report The maximum rating is 1.00 and would be achieved when 100% of the respondents select an item as one of their top three choices to emphasize over the next two years and 0% indicate they are positively satisfied with the delivery of the service. The lowest rating is 0.00 and could be achieved under either of the following two situations: • If 100% of the respondents were positively satisfied with the delivery of the service • If none (0%) of the respondents selected the service as one for the three most important areas for the Village to emphasize over the next two years. Interpreting the Ratings Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis over the next two years. Ratings from 0.10 to 0.20 identify service areas that should receive increased emphasis. Ratings less than 0.10 should continue to receive the current level of emphasis. • Definitely Increase Emphasis (IS>=0.20) • Increase Current Emphasis (0.10<=1S<0.20) • Maintain Current Emphasis (IS<0.10) The results for the Village of Mount Prospect are provided on the following pages. 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O B O O N O u 00 Ln CV OD C6 191 2020 Village of Mount Prospect Community Survey: Findings Report Section 3 Benchmarking Analysis ETC Institute (2020) Page 59 192 2020 Village of Mount Prospect Community Survey: Findings Report Benchmarking Summary Report Village of Mount Prospect, Illinois Overview ETC Institute's DirectionFinder program was originally developed in 1999 to help community leaders across the United States use statistically valid community survey data as a tool for making better decisions. Since November of 1999, the survey has been administered in more than 300 cities in 49 states. Many participating cities conduct the survey on an annual or biennial basis. This report contains benchmarking data from two sources: (1) a national survey that was administered by ETC Institute during the summer of 2019 to a random sample of over 4,000 residents across the United States and (2) a regional survey administered by ETC Institute during the summer of 2019 to more than 350 residents living in communities in the Great Lakes Region of the United States. The Great Lakes Region includes the following states: Illinois, Ohio, Michigan, Indiana, and Pennsylvania. Interpreting the Charts The charts on the following pages show how the overall results for Mount Prospect compare to the U.S. national and regional averages based on the results of the 2019 survey that was administered by ETC Institute to a random sample of over 4,000 residents across the United States, and the regional survey administered to more than 350 residents living in communities in the Great Lakes Region. The Village of Mount Prospect's results are shown in blue, the Great Lakes Region averages are shown in red, and the National averages are shown in yellow in the charts on the following pages. 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Quality of life. Using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate the Village of Mount Prospect with regard to each of the following. (N=450) ETC Institute (2020) Page 69 202 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q1-1. Overall quality of services provided by Village 44.9% 43.3% 7.3% 1.3% 0.7% 2.4% Q1-2. Overall quality of customer service you receive from Village employees 48.7% 35.3% 8.7% 1.3% 0.9% 5.1% Q1-3. Overall maintenance of Village streets 41.6% 44.9% 9.3% 2.7% 0.4% 1.1% Q1-4. Overall maintenance of Village buildings & facilities 44.0% 41.6% 7.3% 1.3% 0.2% 5.6% Q1-5. Overall flow of traffic & traffic management in Village 27.8% 40.7% 17.6% 9.8°% 2.0% 2.2% Q1-6. Overall effectiveness of Village communication with the public 34.7% 41.1% 15.1% 4.9% 1.1% 3.1% Q1-7. Overall enforcement of Village codes & ordinances 27.1% 36.0% 23.8% 3.6% 1.8% 7.8% Q1-8. Overall management of Village finances 20.4% 29.6°% 26.9% 5.1% 2.4% 15.6°% Q1-9. Overall efforts of Village for emergency preparedness 32.0°% 36.4% 11.6% 1.6% 0.7% 17.8% ETC Institute (2020) Page 69 202 2020 Village of Mount Prospect Community Survey: Findings Report Q1. Quality of life. Using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate the Village of Mount Prospect with regard to each of the following. (without "don't know") (N=450) ETC Institute (2020) Page 70 203 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q1-1. Overall quality of services provided by Village 46.0% 44.4% 7.5% 1.4% 0.7% Q1-2. Overall quality of customer service you receive from Village employees 51.3% 37.2% 9.1% 1.4% 0.9% Q1-3. Overall maintenance of Village streets 42.0% 45.4% 9.4% 2.7% 0.4% Q1-4. Overall maintenance of Village buildings & facilities 46.6% 44.0% 7.8% 1.4% 0.2% Q1-5. Overall flow of traffic & traffic management in Village 28.4% 41.6% 18.0% 10.0% 2.0% Q1-6. Overall effectiveness of Village communication with the public 35.8% 42.4% 15.6% 5.0% 1.1% Q1-7. Overall enforcement of Village codes & ordinances 29.4% 39.0% 25.8% 3.9% 1.9% Q1-8. Overall management of Village finances 24.2% 35.0% 31.8% 6.1°% 2.9% Q1-9. Overall efforts of Village for emergency preparedness 38.9% 44.3% 14.1% 1.9% 0.8% ETC Institute (2020) Page 70 203 2020 Village of Mount Prospect Community Survey: Findings Report Q2. Which THREE of the quality of life services listed in Question 1 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q2. Top choice Number Percent Overall quality of services provided by Village 63 14.0% Overall quality of customer service you receive from Village employees 14 3.1 % Overall maintenance of Village streets 45 10.0% Overall maintenance of Village buildings & facilities 2 0.4% Overall flow of traffic & traffic management in Village 62 13.8% Overall effectiveness of Village communication with the public 19 4.2% Overall enforcement of Village codes & ordinances 22 4.9% Overall management of Village finances 120 26.7% Overall efforts of Village for emergency preparedness 40 8.9% None chosen 63 14.0% Total 450 100.0% Q2. Which THREE of the quality of life services listed in Question 1 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q2. 2nd choice Number Percent Overall quality of services provided by Village 44 9.8% Overall quality of customer service you receive from Village employees 16 3.6% Overall maintenance of Village streets 66 14.7% Overall maintenance of Village buildings & facilities 14 3.1% Overall flow of traffic & traffic management in Village 55 12.2% Overall effectiveness of Village communication with the public 33 7.3% Overall enforcement of Village codes & ordinances 23 5.1% Overall management of Village finances 76 16.9% Overall efforts of Village for emergency preparedness 49 10.9% None chosen 74 16.4% Total 450 100.0% ETC Institute (2020) Page 71 204 2020 Village of Mount Prospect Community Survey: Findings Report Q2. Which THREE of the quality of life services listed in Question 1 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q2. 3rd choice Number Percent Overall quality of services provided by Village 53 11.8 % Overall quality of customer service you receive from Village employees 16 3.6% Overall maintenance of Village streets 62 13.8% Overall maintenance of Village buildings & facilities 11 2.4% Overall flow of traffic & traffic management in Village 41 9.1% Overall effectiveness of Village communication with the public 52 11.6 % Overall enforcement of Village codes & ordinances 24 5.3% Overall management of Village finances 49 10.9% Overall efforts of Village for emergency preparedness 52 11.6 % None chosen 90 20.0% Total 450 100.0% Q2. Which THREE of the quality of life services listed in Question 1 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? (top 3) Q2. Sum of top 3 choices Number Percent Overall quality of services provided by Village 160 35.6% Overall quality of customer service you receive from Village employees 46 10.2% Overall maintenance of Village streets 173 38.4% Overall maintenance of Village buildings & facilities 27 6.0% Overall flow of traffic & traffic management in Village 158 35.1% Overall effectiveness of Village communication with the public 104 23.1% Overall enforcement of Village codes & ordinances 69 15.3% Overall management of Village finances 245 54.4% Overall efforts of Village for emergency preparedness 141 31.3% None chosen 63 14.0% Total 1186 ETC Institute (2020) Page 72 205 2020 Village of Mount Prospect Community Survey: Findings Report Q3. Overall Community. Please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (N=450) ETC Institute (2020) Page 73 206 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q3-1. Overall value that you receive for your Village tax dollars & fees 18.2% 44.4% 20.7% 7.6% 2.7% 6.4% Q3-2. Overall image of Village 28.9% 48.7% 14.9% 4.7% 0.7% 2.2% Q3-3. Overall quality of life in Village 39.8% 45.1% 10.2% 1.8% 0.7% 2.4% Q3-4. Overall feeling of safety in Village 45.6% 43.3% 6.9% 1.8% 0.7% 1.8% Q3-5. Overall feeling of safety in your neighborhood 50.2% 39.6% 5.6% 2.0% 1.1% 1.6% Q3-6. Quality of new development in Village 18.0% 28.9% 26.4% 15.1% 5.6% 6.0% Q3-7. Overall maintenance of private property 24.0% 48.7% 18.2% 2.9% 0.7% 5.6% Q3-8. Overall maintenance of public property 36.2% 49.1% 9.8% 0.7% 0.7% 3.6% Q3-9. Availability of affordable housing 13.6% 28.2% 29.1% 5.8% 1.8% 21.6% Q3-10. Overall quality of public schools 32.7% 33.6% 11.1% 2.4% 2.2% 18.0% Q3-11. Overall quality of Park District services 36.0% 39.6% 12.9% 2.9% 2.0% 6.7% Q3-12. Overall quality of Library services 48.9% 34.9% 7.1% 0.7% 0.9% 7.6% Q3-13. Ease of access of places you usually visit 35.3% 49.1% 9.8% 1.8% 0.9% 3.1% Q3-14. Availability of public transportation 18.0% 24.9% 24.0% 5.1% 3.1% 24.9% Q3-15. Sense of community 27.6% 40.9% 21.8% 4.7% 1.1% 4.0% Q3-16. Access to quality shopping facilities 23.3% 36.9% 20.9% 12.0% 4.0°% 2.9% ETC Institute (2020) Page 73 206 2020 Village of Mount Prospect Community Survey: Findings Report Q3. Overall Community. Please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. ETC Institute (2020) Page 74 207 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q3-17. Access to restaurants 23.3% 40.2% 20.7% 9.3% 4.0% 2.4% Q3-18. Quality of Village events (Block Party, Farmers Market) 30.9% 40.0% 16.4% 3.1% 1.3% 8.2% Q3-19. Variety & quality of commissions (Sister Cities, Finance) 11.8% 21.8% 31.1% 1.1% 1.1% 33.1% Q3-20. Citizen engagement through Village Boards & Commissions 13.1% 24.2% 30.2% 4.2% 1.3% 26.9% ETC Institute (2020) Page 74 207 2020 Village of Mount Prospect Community Survey: Findings Report Q3. Overall Community. Please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. (without "don't know" (N=450) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q3-1. Overall value that you receive for your Village tax dollars & fees 19.5% 47.5% 22.1% 8.1% 2.9% Q3-2. Overall image of Village 29.5% 49.8% 15.2% 4.8% 0.7% Q3-3. Overall quality of life in Village 40.8% 46.2% 10.5% 1.8% 0.7% Q3-4. Overall feeling of safety in Village 46.4% 44.1% 7.0% 1.8% 0.7% Q3-5. Overall feeling of safety in your neighborhood 51.0% 40.2% 5.6% 2.0% 1.1% Q3-6. Quality of new development in Village 19.1% 30.7% 28.1% 16.1% 5.9% Q3-7. Overall maintenance of private property 25.4% 51.5% 19.3% 3.1% 0.7% Q3-8. Overall maintenance of public property 37.6% 50.9% 10.1% 0.7% 0.7% Q3-9. Availability of affordable housing 17.3% 36.0% 37.1% 7.4% 2.3% Q3-10. Overall quality of public schools 39.8% 40.9% 13.6% 3.0% 2.7% Q3-11. Overall quality of Park District services 38.6% 42.4% 13.8% 3.1% 2.1% Q3-12. Overall quality of Library services 52.9% 37.7% 7.7% 0.7% 1.0% Q3-13. Ease of access of places you usually visit 36.5% 50.7% 10.1% 1.8% 0.9% Q3-14. Availability of public transportation 24.0% 33.1% 32.0% 6.8% 4.1% Q3-15. Sense of community 28.7% 42.6% 22.7% 4.9% 1.2% Q3-16. Access to quality shopping facilities 24.0% 38.0% 21.5% 12.4% 4.1% Q3-17. Access to restaurants 23.9% 41.2% 21.2% 9.6% 4.1% Q3-18. Quality of Village events (Block Party, Farmers Market) 33.7% 43.6% 17.9% 3.4% 1.5% Q3-19. Variety & quality of commissions (Sister Cities, Finance) 17.6% 32.6% 46.5% 1.7% 1.7% Q3-20. Citizen engagement through Village Boards & Commissions 17.9% 33.1% 41.3% 5.8% 1.8% ETC Institute (2020) Page 75 208 2020 Village of Mount Prospect Community Survey: Findings Report Q4. Infrastructure. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied" with the following services. (N=450) ETC Institute (2020) Page 76 209 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4-1. Condition of major Village streets 28.4% 54.7% 11.3% 2.2% 1.8% 1.6% Q4-2. Condition of streets in your neighborhood 32.2% 49.1% 10.4% 4.4% 2.0% 1.8% Q4-3. Condition of sidewalks in your neighborhood 25.8% 43.1% 18.4% 7.8% 2.4% 2.4% Q4-4. Maintenance of street signs & traffic signals 33.8% 54.4% 7.6% 0.9% 0.9% 2.4% Q4-5. Snow removal on major Village streets 45.8% 42.9% 5.1% 2.4% 1.1°% 2.7% Q4-6. Snow removal on streets in your neighborhood 45.8% 39.1% 6.4% 4.0% 1.6% 3.1% Q4-7. Maintenance of Village's Downtown 38.2% 44.2% 9.8% 1.8% 0.4% 5.6% Q4-8. Mowing & tree trimming along streets & other public areas 40.7% 45.6% 9.1% 2.0% 0.9% 1.8% Q4-9. Maintenance of Village owned buildings 35.3% 45.8°% 10.2% 0.4% 0.4% 7.8% Q4-10. Adequacy of street lighting on major streets 34.7% 50.0% 8.4% 3.8% 1.3% 1.8% Q4-11. Adequacy of street lighting on neighborhood streets 28.0% 42.9% 12.7% 10.0°% 4.0% 2.4% Q4-12. Overall cleanliness of streets & other public areas 39.1% 48.4% 7.8% 1.8% 0.9% 2.0% Q4-13. Quality of electrical service 27.8% 48.9% 12.0% 4.4% 1.3% 5.6% Q4-14. Quality of cable & internet service 19.1% 41.1% 22.0% 10.2% 3.3% 4.2% Q4-15. Quality of natural gas service 32.9% 48.7% 12.2% 0.4% 0.7% 5.1% ETC Institute (2020) Page 76 209 2020 Village of Mount Prospect Community Survey: Findings Report Q4. Infrastructure. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied" with the following services. (without "don't know") (N=450) Q4-11. Adequacy of street lighting on neighborhood streets Q4-12. Overall cleanliness of streets & other public areas Q4-13. Quality of electrical service Q4-14. Quality of cable & internet service Q4-15. Quality of natural gas service ETC Institute (2020) 28.7% Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Q4-1. Condition of major Village streets 28.9% 55.5% 11.5% 2.3% 1.8% Q4-2. Condition of streets in your 4.7% 1.4% 20.0% 42.9% 23.0% neighborhood 32.8% 50.0% 10.6% 4.5% 2.0% Q4-3. Condition of sidewalks in your neighborhood 26.4% 44.2% 18.9% 8.0% 2.5% Q4-4. Maintenance of street signs & traffic signals 34.6% 55.8% 7.7% 0.9% 0.9% Q4-5. Snow removal on major Village streets 47.0% 44.1% 5.3% 2.5% 1.1% Q4-6. Snow removal on streets in your neighborhood 47.2% 40.4% 6.7% 4.1% 1.6% Q4-7. Maintenance of Village's Downtown 40.5% 46.8% 10.4% 1.9% 0.5% Q4-8. Mowing & tree trimming along streets & other public areas 41.4% 46.4% 9.3% 2.0% 0.9% Q4-9. Maintenance of Village owned buildings 38.3% 49.6% 11.1% 0.5% 0.5% Q4-10. Adequacy of street lighting on major streets 35.3% 50.9% 8.6% 3.8% 1.4% Q4-11. Adequacy of street lighting on neighborhood streets Q4-12. Overall cleanliness of streets & other public areas Q4-13. Quality of electrical service Q4-14. Quality of cable & internet service Q4-15. Quality of natural gas service ETC Institute (2020) 28.7% 44.0% 13.0% 10.3% 4.1% 39.9% 49.4% 7.9% 1.8% 0.9% 29.4% 51.8% 12.7% 4.7% 1.4% 20.0% 42.9% 23.0% 10.7% 3.5% 34.7% 51.3% 12.9% 0.5% 0.7% Page 77 210 2020 Village of Mount Prospect Community Survey: Findings Report Q5. Which FOUR of the village infrastructure services listed in Question 4 do you think should receive the most emphasis from village leaders over the next TWO years? Q5. Top choice Number Percent Condition of major Village streets 67 14.9% Condition of streets in your neighborhood 51 11.3 % Condition of sidewalks in your neighborhood 38 8.4% Maintenance of street signs & traffic signals 4 0.9% Snow removal on major Village streets 28 6.2% Snow removal on streets in your neighborhood 20 4.4% Maintenance of Village's Downtown 25 5.6% Mowing & tree trimming along streets & other public areas 9 2.0% Maintenance of Village owned buildings 3 0.7% Adequacy of street lighting on major streets 8 1.8 % Adequacy of street lighting on neighborhood streets 36 8.0% Overall cleanliness of streets & other public areas 11 2.4% Quality of electrical service 25 5.6% Quality of cable & internet service 45 10.0% Quality of natural gas service 3 0.7% None chosen 77 17.1 % Total 450 100.0% Q5. Which FOUR of the village infrastructure services listed in Question 4 do you think should receive the most emphasis from village leaders over the next TWO years? Q5. 2nd choice Number Percent Condition of major Village streets 35 7.8% Condition of streets in your neighborhood 46 10.2% Condition of sidewalks in your neighborhood 44 9.8% Maintenance of street signs & traffic signals 14 3.1 % Snow removal on major Village streets 31 6.9% Snow removal on streets in your neighborhood 30 6.7% Maintenance of Village's Downtown 22 4.9% Mowing & tree trimming along streets & other public areas 12 2.7% Maintenance of Village owned buildings 2 0.4% Adequacy of street lighting on major streets 12 2.7% Adequacy of street lighting on neighborhood streets 32 7.1% Overall cleanliness of streets & other public areas 23 5.1% Quality of electrical service 21 4.7% Quality of cable & internet service 26 5.8% Quality of natural gas service 7 1.6 % None chosen 93 20.7% Total 450 100.0% ETC Institute (2020) Page 78 211 2020 Village of Mount Prospect Community Survey: Findings Report Q5. Which FOUR of the village infrastructure services listed in Question 4 do you think should receive the most emphasis from village leaders over the next TWO years? Q5. 3rd choice Number Percent Condition of major Village streets 26 5.8% Condition of streets in your neighborhood 30 6.7% Condition of sidewalks in your neighborhood 26 5.8% Maintenance of street signs & traffic signals 10 2.2% Snow removal on major Village streets 29 6.4% Snow removal on streets in your neighborhood 31 6.9% Maintenance of Village's Downtown 24 5.3% Mowing & tree trimming along streets & other public areas 18 4.0% Maintenance of Village owned buildings 9 2.0% Adequacy of street lighting on major streets 21 4.7% Adequacy of street lighting on neighborhood streets 33 7.3% Overall cleanliness of streets & other public areas 26 5.8% Quality of electrical service 12 2.7% Quality of cable & internet service 31 6.9% Quality of natural gas service 10 2.2% None chosen 114 25.3% Total 450 100.0% Q5. Which FOUR of the village infrastructure services listed in Question 4 do you think should receive the most emphasis from village leaders over the next TWO years? Q5. 4th choice Number Percent Condition of major Village streets 17 3.8% Condition of streets in your neighborhood 34 7.6% Condition of sidewalks in your neighborhood 23 5.1% Maintenance of street signs & traffic signals 8 1.8 % Snow removal on major Village streets 12 2.7% Snow removal on streets in your neighborhood 34 7.6% Maintenance of Village's Downtown 20 4.4% Mowing & tree trimming along streets & other public areas 19 4.2% Maintenance of Village owned buildings 8 1.8 % Adequacy of street lighting on major streets 20 4.4% Adequacy of street lighting on neighborhood streets 31 6.9% Overall cleanliness of streets & other public areas 37 8.2% Quality of electrical service 15 3.3% Quality of cable & internet service 22 4.9% Quality of natural gas service 6 1.3 % None chosen 144 32.0% Total 450 100.0% ETC Institute (2020) Page 79 212 2020 Village of Mount Prospect Community Survey: Findings Report Q5. Which FOUR of the village infrastructure services listed in Question 4 do you think should receive the most emphasis from village leaders over the next TWO years? (top 4) Q5. Sum of top 4 choices Number Percent Condition of major Village streets 145 32.2% Condition of streets in your neighborhood 161 35.8% Condition of sidewalks in your neighborhood 131 29.1% Maintenance of street signs & traffic signals 36 8.0% Snow removal on major Village streets 100 22.2% Snow removal on streets in your neighborhood 115 25.6% Maintenance of Village's Downtown 91 20.2% Mowing & tree trimming along streets & other public areas 58 12.9% Maintenance of Village owned buildings 22 4.9% Adequacy of street lighting on major streets 61 13.6% Adequacy of street lighting on neighborhood streets 132 29.3% Overall cleanliness of streets & other public areas 97 21.6% Quality of electrical service 73 16.2% Quality of cable & internet service 124 27.6% Quality of natural gas service 26 5.8% None chosen 77 17.1% Total 1449 ETC Institute (2020) Page 80 213 2020 Village of Mount Prospect Community Survey: Findings Report Q6. Public Works. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services provided by or in the Village. (N=450) Q6. Public Works. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services provided by or in the Village. (without "don't know") (N=450) Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Don't know Q6-1. Quality of residential Satisfied Neutral Dissatisfied dissatisfied Q6-1. Quality of residential garbage collection garbage collection service 60.4% 31.8% 3.8% 1.1% 0.9% 2.0% Q6-2. Quality of residential 1.1% 0.9% Q6-2. Quality of residential curbside recycling curbside recycling service 60.2% 31.6% 4.2% 1.3% 0.7% 2.0% Q6-3. Quality of yard waste Q6-3. Quality of yard waste service 62.3% 30.4% 5.4% 1.4% 0.5% service 58.7% 28.7% 5.1% 1.3% 0.4% 5.8% Q6-4. Quality of brush collection 57.8% 29.1% 4.2% 1.6% 0.4% 6.9% Q6-5. Quality of drinking water 44.0% 36.4% 11.1% 2.9% 0.7% 4.9% Q6-6. Quality of wastewater drainage infrastructure 29.6% 36.5% 19.3% services 40.0% 37.1% 10.0% 2.4% 1.1% 9.3% Q6-7. Quality of stormwater management & drainage infrastructure 27.6% 34.0% 18.0% 8.0% 5.6% 6.9% Q6. Public Works. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services provided by or in the Village. (without "don't know") (N=450) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q6-1. Quality of residential garbage collection service 61.7% 32.4% 3.9% 1.1% 0.9% Q6-2. Quality of residential curbside recycling service 61.5% 32.2% 4.3% 1.4% 0.7% Q6-3. Quality of yard waste service 62.3% 30.4% 5.4% 1.4% 0.5% Q6-4. Quality of brush collection 62.1% 31.3% 4.5% 1.7% 0.5% Q6-5. Quality of drinking water 46.3% 38.3% 11.7% 3.0% 0.7% Q6-6. Quality of wastewater services 44.1% 40.9% 11.0% 2.7% 1.2% Q6-7. Quality of stormwater management & drainage infrastructure 29.6% 36.5% 19.3% 8.6% 6.0% ETC Institute (2020) Page 81 214 2020 Village of Mount Prospect Community Survey: Findings Report Q7(1-4). Community Development Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. (N=450) Q7(1-4). Community Development Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. (without "don't know") (N=450) Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied Don't know Q7-1. Property maintenance Satisfied Neutral Dissatisfied dissatisfied Q7-1. Property maintenance standards standards (unkept properties, (unkept properties, grass, weed control, sign grass, weed control, sign violations, etc.) for private property 21.2% 40.7% 25.8% violations, etc.) for private 1.9% Q7-2. Exterior maintenance standards for property 19.6% 37.6% 23.8% 9.6% 1.8% 7.8% Q7-2. Exterior maintenance 27.4% 48.5% 20.8% 2.3% 1.0% Q7-4. Appearance of commercial corridors standards for private property 18.9% 43.1% 22.0% 6.4% 1.1% 8.4% Q7-3. Sign regulation standards 23.8% 42.0% 18.0% 2.0% 0.9% 13.3% Q7-4. Appearance of commercial corridors 20.9% 45.3% 20.4% 3.8% 0.4% 9.1% Q7(1-4). Community Development Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. (without "don't know") (N=450) ETC Institute (2020) Page 82 215 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q7-1. Property maintenance standards (unkept properties, grass, weed control, sign violations, etc.) for private property 21.2% 40.7% 25.8% 10.4% 1.9% Q7-2. Exterior maintenance standards for private property 20.6% 47.1% 24.0% 7.0% 1.2% Q7-3. Sign regulation standards 27.4% 48.5% 20.8% 2.3% 1.0% Q7-4. Appearance of commercial corridors 23.0% 49.9% 22.5% 4.2% 0.5% ETC Institute (2020) Page 82 215 2020 Village of Mount Prospect Community Survey: Findings Report Q7(5-7). Community Development Services. If you have requested a building permit during the past 3 years, please answer questions below. (N=450) Q7(5-7). Community Development Services. If you have requested a building permit during the past 3 years, please answer questions below. (without "don't know") (N=450) Very Very satisfied Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q7-5. Building permit process 27.5% 37.6% 19.7% 7.3% 5.1% 2.8% Q7-6. Inspection process 27.5% 36.5% 18.5% 7.3% 6.2% 3.9% Q7-7. Conditional use permit variance process 27.5% 33.6% 26.7% 5.3% process and/or variance process 20.2% 24.7% 19.7% 3.9% 5.1% 26.4% Q7(5-7). Community Development Services. If you have requested a building permit during the past 3 years, please answer questions below. (without "don't know") (N=450) ETC Institute (2020) Page 83 216 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q7-5. Building permit process 28.3% 38.7% 20.2% 7.5% 5.2% Q7-6. Inspection process 28.7% 38.0% 19.3% 7.6% 6.4% Q7-7. Conditional use permit process and/or variance process 27.5% 33.6% 26.7% 5.3% 6.9% ETC Institute (2020) Page 83 216 2020 Village of Mount Prospect Community Survey: Findings Report Q8. Which TWO of the community development services listed in Question 7 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q8. Top choice Number Percent Property maintenance standards (unkept properties, grass, weed control, sign violations, etc.) for private property 154 34.2% Exterior maintenance standards for private property 25 5.6% Sign regulation standards 15 3.3% Appearance of commercial corridors 59 13.1 % Building permit process 35 7.8% Inspection process 14 3.1 % Conditional use permit process and/or variance process 9 2.0% None chosen 139 30.9% Total 450 100.0% Q8. Which TWO of the community development services listed in Question 7 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q8. 2nd choice Number Percent Property maintenance standards (unkept properties, grass, weed control, sign violations, etc.) for private property 53 11.8 % Exterior maintenance standards for private property 94 20.9% Sign regulation standards 25 5.6% Appearance of commercial corridors 47 10.4% Building permit process 21 4.7% Inspection process 32 7.1 % Conditional use permit process and/or variance process 14 3.1 % None chosen 164 36.4% Total 450 100.0% Q8. Which TWO of the community development services listed in Question 7 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? (top 2) Q8. Sum of top 2 choices Number Percent Property maintenance standards (unkept properties, grass, weed control, sign violations, etc.) for private property 207 46.0% Exterior maintenance standards for private property 119 26.4% Sign regulation standards 40 8.9% Appearance of commercial corridors 106 23.6% Building permit process 56 12.4% Inspection process 46 10.2% Conditional use permit process and/or variance process 23 5.1 % None chosen 139 30.9% Total 736 ETC Institute (2020) Page 84 217 2020 Village of Mount Prospect Community Survey: Findings Report Q9. Feeling of Safety. On a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate how safe you feel in the following situations. (N=450) Q9. Feeling of Safety. On a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate how safe you feel in the following situations. (without "don't know") (N=450) Very safe Safe Neutral Unsafe Very unsafe Don't know Q9-1. In your neighborhood 23.8% 3.9% 0.0% 0.7% Q9-2. In your neighborhood at night 44.2% during the day 70.2% 23.3% 3.8% 0.0% 0.7% 2.0% Q9-2. In your neighborhood at within Village 34.4% 47.7% 15.0% night 43.3% 44.0% 7.8% 1.8% 1.1% 2.0% Q9-3. In parks, trails, & Q9-5. Overall in Village 44.4% 47.6% 6.6% 1.1% 0.2% recreational areas within Village 31.6% 43.8% 13.8% 2.2% 0.4% 8.2% Q9-4. In commercial & retail areas 38.4% 41.6% 13.8% 1.1% 0.4% 4.7% Q9-5. Overall in Village 43.1% 46.2% 6.4% 1.1°% 0.2% 2.9% Q9-6. Downtown after dark 31.8% 38.9% 14.9% 2.2% 0.4% 11.8% Q9-7. Traveling by bicycle in Village 25.3% 31.6% 14.2% 4.4% 1.1% 23.3% Q9-8. Shopping after dark 28.0% 42.4% 16.2% 2.7% 0.7% 10.0% Q9. Feeling of Safety. On a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate how safe you feel in the following situations. (without "don't know") (N=450) ETC Institute (2020) Page 85 21$ Very safe Safe Neutral Unsafe Very unsafe Q9-1. In your neighborhood during the day 71.7% 23.8% 3.9% 0.0% 0.7% Q9-2. In your neighborhood at night 44.2% 44.9% 7.9% 1.8% 1.1% Q9-3. In parks, trails, & recreational areas within Village 34.4% 47.7% 15.0% 2.4% 0.5% Q9-4. In commercial & retail areas 40.3% 43.6% 14.5% 1.2% 0.5% Q9-5. Overall in Village 44.4% 47.6% 6.6% 1.1% 0.2% Q9-6. Downtown after dark 36.0% 44.1% 16.9% 2.5% 0.5% Q9-7. Traveling by bicycle in Village 33.0% 41.2% 18.6% 5.8% 1.4% Q9-8. Shopping after dark 31.1% 47.2% 18.0% 3.0% 0.7% ETC Institute (2020) Page 85 21$ 2020 Village of Mount Prospect Community Survey: Findings Report Q1O. Public Safety Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following. (N=450) ETC Institute (2020) Page 86 219 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q10-1. Visibility of police in neighborhoods 27.6% 40.9% 20.2% 6.7% 1.6% 3.1% Q10-2. Visibility of police in retail/ commercial areas 24.9% 40.4% 23.8% 4.0% 0.7% 6.2% Q10-3. Efforts to prevent crime 28.9% 37.1% 16.7% 2.0% 0.9% 14.4% Q10-4. Enforcement of traffic laws 26.7% 44.7% 15.8% 3.6% 1.3% 8.0% Q10-5. Enforcement of parking laws 26.2% 41.1% 17.8% 2.4% 2.4% 10.0% Q10-6. Overall quality of police response times 34.9% 32.0% 9.1% 0.4% 0.7% 22.9% Q10-7. Police education programs 24.0% 22.4% 15.6% 0.7% 0.9% 36.4% Q10-8. Overall professionalism of police department 41.3% 36.4% 10.2% 2.0% 0.7% 9.3% Q10-9. Overall quality of police protection 40.7% 39.1% 10.7% 0.9% 0.7% 8.0% Q10-10. Friendliness of police department 44.7% 32.2% 10.9% 1.1% 0.4% 10.7% Q10-11. Overall quality of emergency medical services (EMS) 40.4% 25.8% 7.1% 0.2% 0.4% 26.0% Q10-12. Overall quality of fire protection services 40.9% 28.7% 6.7% 0.2% 0.4% 23.1% Q10-13. Overall professionalism of fire department 44.0% 29.1% 6.4% 0.0% 0.4% 20.0% Q10-14. Friendliness of fire department 46.4% 27.3% 6.2% 0.2% 0.2% 19.6% Q10-15. Fire Department/EMS education programs 31.3% 18.9% 10.9% 0.7% 0.4% 37.8% ETC Institute (2020) Page 86 219 2020 Village of Mount Prospect Community Survey: Findings Report Q1O. Public Safety Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following. (without "don't know") (N=450) ETC Institute (2020) Page 87 220 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q10-1. Visibility of police in neighborhoods 28.4% 42.2% 20.9% 6.9% 1.6% Q10-2. Visibility of police in retail/commercial areas 26.5% 43.1% 25.4% 4.3% 0.7% Q10-3. Efforts to prevent crime 33.8% 43.4% 19.5% 2.3% 1.0% Q10-4. Enforcement of traffic laws 29.0% 48.6% 17.1% 3.9% 1.4% Q10-5. Enforcement of parking laws 29.1% 45.7% 19.8% 2.7% 2.7% Q10-6. Overall quality of police response times 45.2% 41.5% 11.8% 0.6% 0.9% Q10-7. Police education programs 37.8% 35.3% 24.5% 1.0% 1.4% Q10-8. Overall professionalism of police department 45.6% 40.2% 11.3% 2.2% 0.7% Q10-9. Overall quality of police protection 44.2% 42.5% 11.6% 1.0% 0.7% Q10-10. Friendliness of police department 50.0% 36.1% 12.2% 1.2% 0.5% Q10-11. Overall quality of emergency medical services (EMS) 54.7% 34.8% 9.6% 0.3% 0.6% Q10-12. Overall quality of fire protection services 53.2% 37.3% 8.7% 0.3% 0.6% Q10-13. Overall professionalism of fire department 55.0% 36.4% 8.1% 0.0% 0.6% Q10-14. Friendliness of fire department 57.7% 34.0% 7.7% 0.3% 0.3% Q10-15. Fire Department/EMS education programs 50.4% 30.4% 17.5% 1.1% 0.7% ETC Institute (2020) Page 87 220 2020 Village of Mount Prospect Community Survey: Findings Report Q11. Which FOUR of the public safety services listed in Question 10 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q11. Top choice Number Percent Visibility of police in neighborhoods 93 20.7% Visibility of police in retail/commercial areas 27 6.0% Efforts to prevent crime 89 19.8% Enforcement of traffic laws 21 4.7% Enforcement of parking laws 10 2.2% Overall quality of police response times 10 2.2% Police education programs 29 6.4% Overall professionalism of police department 25 5.6% Overall quality of police protection 15 3.3% Friendliness of police department 6 1.3 % Overall quality of emergency medical services (EMS) 9 2.0% Overall quality of fire protection services 4 0.9% Overall professionalism of fire department 1 0.2% Fire Department/EMS education programs 2 0.4% None chosen 109 24.2% Total 450 100.0% Q11. Which FOUR of the public safety services listed in Question 10 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q11. 2nd choice Number Percent Visibility of police in neighborhoods 32 7.1 % Visibility of police in retail/commercial areas 45 10.0% Efforts to prevent crime 43 9.6% Enforcement of traffic laws 23 5.1 % Enforcement of parking laws 14 3.1 % Overall quality of police response times 22 4.9% Police education programs 27 6.0% Overall professionalism of police department 21 4.7% Overall quality of police protection 22 4.9% Friendliness of police department 9 2.0% Overall quality of emergency medical services (EMS) 22 4.9% Overall quality of fire protection services 18 4.0% Overall professionalism of fire department 1 0.2% Friendliness of fire department 1 0.2% Fire Department/EMS education programs 13 2.9% None chosen 137 30.4% Total 450 100.0% ETC Institute (2020) Page 88 221 2020 Village of Mount Prospect Community Survey: Findings Report Q11. Which FOUR of the public safety services listed in Question 10 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q11. 3rd choice Number Percent Visibility of police in neighborhoods 28 6.2% Visibility of police in retail/commercial areas 19 4.2% Efforts to prevent crime 38 8.4% Enforcement of traffic laws 15 3.3% Enforcement of parking laws 10 2.2% Overall quality of police response times 17 3.8% Police education programs 25 5.6% Overall professionalism of police department 13 2.9% Overall quality of police protection 26 5.8% Friendliness of police department 12 2.7% Overall quality of emergency medical services (EMS) 32 7.1% Overall quality of fire protection services 24 5.3% Overall professionalism of fire department 4 0.9% Friendliness of fire department 4 0.9% Fire Department/EMS education programs 19 4.2% None chosen 164 36.4% Total 450 100.0% Q11. Which FOUR of the public safety services listed in Question 10 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q11. 4th choice Number Percent Visibility of police in neighborhoods 17 3.8% Visibility of police in retail/commercial areas 27 6.0% Efforts to prevent crime 19 4.2% Enforcement of traffic laws 15 3.3% Enforcement of parking laws 11 2.4% Overall quality of police response times 19 4.2% Police education programs 21 4.7% Overall professionalism of police department 16 3.6% Overall quality of police protection 25 5.6% Friendliness of police department 9 2.0% Overall quality of emergency medical services (EMS) 27 6.0% Overall quality of fire protection services 25 5.6% Overall professionalism of fire department 5 1.1 % Friendliness of fire department 5 1.1 % Fire Department/EMS education programs 19 4.2% None chosen 190 42.2% Total 450 100.0% ETC Institute (2020) Page 89 222 2020 Village of Mount Prospect Community Survey: Findings Report Q11. Which FOUR of the public safety services listed in Question 10 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? (top 4) Q11. Sum of top 4 choices Number Percent Visibility of police in neighborhoods 170 37.8% Visibility of police in retail/commercial areas 118 26.2% Efforts to prevent crime 189 42.0% Enforcement of traffic laws 74 16.4% Enforcement of parking laws 45 10.0% Overall quality of police response times 68 15.1% Police education programs 102 22.7% Overall professionalism of police department 75 16.7% Overall quality of police protection 88 19.6% Friendliness of police department 36 8.0% Overall quality of emergency medical services (EMS) 90 20.0% Overall quality of fire protection services 71 15.8% Overall professionalism of fire department 11 2.4% Friendliness of fire department 10 2.2% Fire Department/EMS education programs 53 11.8 % None chosen 109 24.2% Total 1309 ETC Institute (2020) Page 90 223 2020 Village of Mount Prospect Community Survey: Findings Report Q12. Diversity. Using a scale from 1 to 5, where 5 is "Excellent" and 1 is "Very Poor," how well do you think the Village of Mount Prospect currently serves the following populations? (N=450) Q12. Diversity. Using a scale from 1 to 5, where 5 is "Excellent" and 1 is "Very Poor," how well do you think the Village of Mount Prospect currently serves the following populations? (without "don't know") (N=450) Excellent Good Average Poor Very poor Don't know Q12-1. Non-English speaking 36.5% 34.6% 4.8% 1.4% Q12-2. Persons who are deaf or hearing persons 10.4% 16.9% 16.0% 2.2% 0.7% 53.8% Q12-2. Persons who are deaf or 4.3% 1.9% Q12-3. Persons with limited physical mobility 24.9% 37.3% 28.6% hearing impaired 8.0% 11.6% 14.0% 1.6% 0.7% 64.2% Q12-3. Persons with limited Q12-5. Seniors 31.2% 42.0% 22.0% 3.8% 1.0% physical mobility 12.0% 18.0% 13.8% 3.8% 0.7% 51.8% Q12-4. Persons with disabilities 12.0% 17.3% 12.9% 2.9% 0.7% 54.2% Q12-5. Seniors 21.8% 29.3% 15.3% 2.7% 0.7% 30.2% Q12. Diversity. Using a scale from 1 to 5, where 5 is "Excellent" and 1 is "Very Poor," how well do you think the Village of Mount Prospect currently serves the following populations? (without "don't know") (N=450) ETC Institute (2020) Page 91 224 Excellent Good Average Poor Very poor Q12-1. Non-English speaking persons 22.6% 36.5% 34.6% 4.8% 1.4% Q12-2. Persons who are deaf or hearing impaired 22.4% 32.3% 39.1% 4.3% 1.9% Q12-3. Persons with limited physical mobility 24.9% 37.3% 28.6% 7.8% 1.4% Q12-4. Persons with disabilities 26.2% 37.9% 28.2% 6.3% 1.5% Q12-5. Seniors 31.2% 42.0% 22.0% 3.8% 1.0% ETC Institute (2020) Page 91 224 2020 Village of Mount Prospect Community Survey: Findings Report Q13. Human Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. (N=450) ETC Institute (2020) Page 92 225 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q13-1. Accessibility of Village services 24.0% 40.7% 11.3% 1.8% 0.4% 21.8% Q13-2. Food pantry 12.4% 16.7% 10.9% 0.4% 0.7% 58.9% Q13-3. Medical Lending Closet 18.4% 14.2% 9.1% 0.4% 0.4% 57.3% Q13-4. Overall quality of nursing services 10.9% 10.7% 11.1% 0.0% 0.4% 66.9% Q13-5. Public health nursing services meeting community needs 11.1% 9.3% 10.7% 0.7% 0.4% 67.8% Q13-6. Overall quality of social services 11.6% 14.4% 11.8% 0.7% 0.4% 61.1% Q13-7. Social services meeting community needs 10.7% 13.6% 12.2% 0.9% 0.4% 62.2% Q13-8. Overall quality of senior services 15.1% 15.3% 11.6% 2.4% 0.7% 54.9% Q13-9. Quality of Human Services programming & events 12.4% 14.0% 12.0% 1.1% 0.7% 59.8% Q13-10. Human Services events (Ageless Grace, Conversations in English) 10.4% 11.3% 10.2% 0.7% 0.4% 66.9% Q13-11. Overall quality of services provided at Community Connections Center 8.7% 12.9% 10.0% 0.0% 0.4% 68.0% ETC Institute (2020) Page 92 225 2020 Village of Mount Prospect Community Survey: Findings Report Q13. Human Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. (without "don't know") (N=450) ETC Institute (2020) Page 93 226 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q13-1. Accessibility of Village services 30.7% 52.0% 14.5% 2.3% 0.6% Q13-2. Food pantry 30.3% 40.5% 26.5% 1.1% 1.6% Q13-3. Medical Lending Closet 43.2% 33.3% 21.4% 1.0% 1.0% Q13-4. Overall quality of nursing services 32.9% 32.2% 33.6% 0.0% 1.3% Q13-5. Public health nursing services meeting community needs 34.5% 29.0% 33.1% 2.1% 1.4% Q13-6. Overall quality of social services 29.7% 37.1% 30.3% 1.7% 1.1% Q13-7. Social services meeting community needs 28.2% 35.9% 32.4% 2.4% 1.2% Q13-8. Overall quality of senior services 33.5% 34.0% 25.6% 5.4% 1.5% Q13-9. Quality of Human Services programming & events 30.9% 34.8% 29.8% 2.8% 1.7% Q13-10. Human Services events (Ageless Grace, Conversations in English) 31.5% 34.2% 30.9% 2.0% 1.3% Q13-11. Overall quality of services provided at Community Connections Center 27.1% 40.3% 31.3% 0.0% 1.4% ETC Institute (2020) Page 93 226 2020 Village of Mount Prospect Community Survey: Findings Report Q14. Which THREE of the services listed in Question 13 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q14. Top choice Number Percent Accessibility of Village services 76 16.9% Food pantry 53 11.8 % Medical Lending Closet 5 1.1 % Overall quality of nursing services 5 1.1 % Public health nursing services meeting community needs 22 4.9% Overall quality of social services 22 4.9% Social services meeting community needs 31 6.9% Overall quality of senior services 27 6.0% Quality of Human Services programming & events 3 0.7% Human Services events (Ageless Grace, Conversations in English) 3 0.7% Overall quality of services provided at Community Connections Center 13 2.9% None chosen 190 42.2% Total 450 100.0% Q14. Which THREE of the services listed in Question 13 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q14. 2nd choice Number Percent Accessibility of Village services 20 4.4% Food pantry 31 6.9% Medical Lending Closet 21 4.7% Overall quality of nursing services 15 3.3% Public health nursing services meeting community needs 28 6.2% Overall quality of social services 33 7.3% Social services meeting community needs 30 6.7% Overall quality of senior services 29 6.4% Quality of Human Services programming & events 15 3.3% Human Services events (Ageless Grace, Conversations in English) 12 2.7% Overall quality of services provided at Community Connections Center 7 1.6 % None chosen 209 46.4% Total 450 100.0% ETC Institute (2020) Page 94 227 2020 Village of Mount Prospect Community Survey: Findings Report Q14. Which THREE of the services listed in Question 13 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q14. 3rd choice Number Percent Accessibility of Village services 22 4.9% Food pantry 22 4.9% Medical Lending Closet 16 3.6% Overall quality of nursing services 13 2.9% Public health nursing services meeting community needs 17 3.8% Overall quality of social services 21 4.7% Social services meeting community needs 27 6.0% Overall quality of senior services 42 9.3% Quality of Human Services programming & events 22 4.9% Human Services events (Ageless Grace, Conversations in English) 11 2.4% Overall quality of services provided at Community Connections Center 19 4.2% None chosen 218 48.4% Total 450 100.0% Q14. Which THREE of the services listed in Question 13 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? (top 3) Q14. Sum of top 3 choices Number Percent Accessibility of Village services 118 26.2% Food pantry 106 23.6% Medical Lending Closet 42 9.3% Overall quality of nursing services 33 7.3% Public health nursing services meeting community needs 67 14.9% Overall quality of social services 76 16.9% Social services meeting community needs 88 19.6% Overall quality of senior services 98 21.8% Quality of Human Services programming & events 40 8.9% Human Services events (Ageless Grace, Conversations in English) 26 5.8% Overall quality of services provided at Community Connections Center 39 8.7% None chosen 190 42.2% Total 923 ETC Institute (2020) Page 95 228 2020 Village of Mount Prospect Community Survey: Findings Report Q15. Communication. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. (N=450) ETC Institute (2020) Page 96 229 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q15-1. Availability of information on Village services & activities 26.7% 43.6% 14.7% 2.7% 2.2% 10.2% Q15-2. Timeliness of information provided by Village 26.4% 42.4% 15.8% 2.7% 2.4% 10.2% Q15-3. Quality of Village print newsletter 34.4% 41.8% 13.6% 0.9% 1.3% 8.0% Q15-4. Quality of Village's website (www.mountprospect. org) 26.7% 36.2% 17.1% 3.1% 1.8% 15.1% Q15-5. Quality of Village's social media (Facebook, Twitter) 13.3% 21.3% 16.9% 1.6% 1.1% 45.8% Q15-6. Quality of Village's Experience Mount Prospect website (www. experiencemountprospect.org) 18.0% 25.3% 16.2% 0.9% 1.1% 38.4% Q15-7. Quality of Village's email eNewsletter (Experience Mount Prospect) 18.0% 22.9% 13.6% 0.7% 1.6% 43.3% Q15-8. Quality of Mount Prospect Digital Communications (MPDC) programming 13.6% 18.2% 14.9% 0.4% 1.6% 51.3% Q15-9. Overall usefulness of Village's website calendar 15.6% 26.2% 19.6% 2.9% 1.6% 34.2% Q15-10. Transparency of Village information 17.6% 30.7% 23.1% 4.7% 2.2% 21.8% Q15-11. Clarity & understandability of Village bills 22.7% 42.0% 14.7% 3.1% 2.2% 15.3% ETC Institute (2020) Page 96 229 2020 Village of Mount Prospect Community Survey: Findings Report Q15. Communication. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. (without "don't know") (N=450) ETC Institute (2020) Page 97 230 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q15-1. Availability of information on Village services & activities 29.7% 48.5% 16.3% 3.0% 2.5% Q15-2. Timeliness of information provided by Village 29.5% 47.3% 17.6% 3.0% 2.7% Q1S-3. Quality of Village print newsletter 37.4% 45.4% 14.7% 1.0% 1.4% Q15-4. Quality of Village's website (www. mountprospect.org) 31.4% 42.7% 20.2% 3.7% 2.1% Q15-5. Quality of Village's social media (Facebook, Twitter) 24.6% 39.3% 31.1% 2.9% 2.0% Q15-6. Quality of Village's Experience Mount Prospect website (www. experiencemountprospect.org) 29.2% 41.2% 26.4% 1.4% 1.8% Q15-7. Quality of Village's email eNewsletter (Experience Mount Prospect) 31.8% 40.4% 23.9% 1.2°% 2.7% Q15-8. Quality of Mount Prospect Digital Communications (MPDC) programming 27.9% 37.4% 30.6% 0.9% 3.2% Q15-9. Overall usefulness of Village's website calendar 23.6% 39.9% 29.7% 4.4% 2.4% Q15-10. Transparency of Village information 22.4% 39.2% 29.5% 6.0°% 2.8% Q15-11. Clarity & understandability of Village bills 26.8% 49.6% 17.3% 3.7% 2.6% ETC Institute (2020) Page 97 230 2020 Village of Mount Prospect Community Survey: Findings Report Q16. Which of the following are your primary sources of information about Village issues, services, and events? Q16. What following are your primary sources of information about Village issues, services, & events Number Percent Village website 257 57.1% Local newspaper 171 38.0% Facebook 102 22.7% Twitter 16 3.6% NextDoor 101 22.4% Village signs & banners 187 41.6% Instagram 11 2.4% MPDC Public Access channel/online streaming 19 4.2% YouTube 8 1.8% Word of mouth (friends/neighbors) 218 48.4% Village emails/press releases 129 28.7% Public meetings 25 5.6% Village newsletter 356 79.1% Other 6 1.3% Tota 1 1606 Q16-14. Other Q16-14. Other Number Percent Neighbors 1 16.7% MAIL 1 16.7% EMERGENCY VOICE MAIL NOTIFICATIONS 1 16.7% LIBRARY NEWSLETTER 1 16.7% PHONE AND US MAIL 1 16.7% FLYERS 1 16.7% Total 6 100.0% ETC Institute (2020) Page 98 231 2020 Village of Mount Prospect Community Survey: Findings Report Q17. Which THREE of the methods listed in Question 16 are your MOST PREFERRED ways to learn about Village issues, services, and events? Q17. Top choice Number Percent Village website 97 21.6% Local newspaper 35 7.8% Facebook 36 8.0% Twitter 1 0.2 % NextDoor 5 1.1 % Village signs & banners 14 3.1% MPDC Public Access channel/online streaming 2 0.4% Word of mouth (friends/neighbors) 4 0.9% Village emails/press releases 38 8.4% Public meetings 2 0.4% Village newsletter 154 34.2% Other 1 0.2 % None chosen 61 13.6% Total 450 100.0% Q17. Which THREE of the methods listed in Question 16 are your MOST PREFERRED ways to learn about Village issues, services, and events? Q17. 2nd choice Number Percent Village website 71 15.8% Local newspaper 48 10.7% Facebook 24 5.3% Twitter 6 1.3% NextDoor 17 3.8% Village signs & banners 32 7.1% Instagram 3 0.7 % MPDC Public Access channel/online streaming 6 1.3% YouTube 2 0.4% Word of mouth (friends/neighbors) 27 6.0% Village emails/press releases 51 11.3% Public meetings 5 1.1 % Village newsletter 79 17.6% Other 2 0.4% None chosen 77 17.1% Total 450 100.0% ETC Institute (2020) Page 99 232 2020 Village of Mount Prospect Community Survey: Findings Report Q17. Which THREE of the methods listed in Question 16 are your MOST PREFERRED ways to learn about Village issues, services, and events? Q17. 3rd choice Number Percent Village website 52 11.6 % Local newspaper 33 7.3% Facebook 25 5.6% Twitter 4 0.9% NextDoor 17 3.8% Village signs & banners 43 9.6% Instagram 4 0.9% MPDC Public Access channel/online streaming 3 0.7 % YouTube 3 0.7% Word of mouth (friends/neighbors) 36 8.0% Village emails/press releases 41 9.1% Public meetings 7 1.6% Village newsletter 76 16.9% Other 3 0.7% None chosen 103 22.9% Total 450 100.0% Q17. Which THREE of the methods listed in Question 16 are your MOST PREFERRED ways to learn about Village issues, services, and events? (top 3) Q17. Sum of top 3 choices Number Percent Village website 220 48.9% Local newspaper 116 25.8% Facebook 85 18.9% Twitter 11 2.4% NextDoor 39 8.7% Village signs & banners 89 19.8% Instagram 7 1.6 % MPDC Public Access channel/online streaming 11 2.4% YouTube 5 1.1 % Word of mouth (friends/neighbors) 67 14.9% Village emails/press releases 130 28.9% Public meetings 14 3.1% Village newsletter 309 68.7% Other 6 1.3% None chosen 61 13.6% Total 1170 ETC Institute (2020) Page 100 233 2020 Village of Mount Prospect Community Survey: Findings Report Q18. In -Person Customer Service. Have you visited the Village with a request for service or to pay a bill during the past year? Q18. Have you visited Village with a request for service or to pay a bill during past year Number Percent Yes 211 46.9% No 239 53.1% Total 450 100.0% Q18a. Using a scale from 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate your satisfaction with the Village employees you have contacted regarding the following. (N=211) ETC Institute (2020) Page 101 234 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q18a-1. They were polite & courteous 65.9% 25.1% 3.3% 2.4% 2.8% 0.5% Q18a-2. They responded to your request in a timely manner 64.9% 25.6% 5.2% 2.4% 1.4% 0.5% Q18a-3. They helped you resolve the issue 62.1% 21.8% 6.6% 4.7% 0.9% 3.8% Q18a-4. Your call or inquiry was answered promptly & accurately 59.7% 26.1% 6.2% 4.3% 1.9% 1.9% Q18a-5. Your inquiry was resolved by the first employee you were directed to 59.7% 25.1% 6.6% 3.3°% 2.8% 2.4% Q18a-6. You felt the interaction was a positive experience 64.0% 22.7% 6.6% 3.3% 2.8% 0.5% ETC Institute (2020) Page 101 234 2020 Village of Mount Prospect Community Survey: Findings Report Q18a. Using a scale from 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate your satisfaction with the Village employees you have contacted regarding the following. (without "don't know") (N=211) ETC Institute (2020) Page 102 235 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q18a-1. They were polite & courteous 66.2% 25.2% 3.3% 2.4% 2.9% Q18a-2. They responded to your request in a timely manner 65.2% 25.7% 5.2% 2.4% 1.4% Q18a-3. They helped you resolve the issue 64.5% 22.7% 6.9% 4.9% 1.0% Q18a-4. Your call or inquiry was answered promptly & accurately 60.9% 26.6% 6.3% 4.3% 1.9% Q18a-5. Your inquiry was resolved by the first employee you were directed to 61.2% 25.7% 6.8% 3.4% 2.9% Q18a-6. You felt the interaction was a positive experience 64.3% 22.9% 6.7% 3.3% 2.9% ETC Institute (2020) Page 102 235 2020 Village of Mount Prospect Community Survey: Findings Report 19. Teleohone or Electronic Customer Service. Have you contacted the Villaee with a reauest for service or to pay a bill during the past year, via the telephone or electronically (email, website)? Q19. Have you contacted Village with a request for service or to pay a bill during past year via telephone or electronically Number Percent Yes 149 33.1% No 301 66.9% Total 450 100.0% Q19a. Using a scale from 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate your satisfaction with the Village employees you have contacted regarding the following. (N=149) ETC Institute (2020) Page 103 236 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q19a-1. They were polite & friendly 57.0% 28.2% 5.4% 1.3% 2.7% 5.4% Q19a-2. They responded to your request in a timely manner 55.0% 28.2% 6.0% 3.4% 2.0% 5.4% Q19a-3. They helped you resolve the issue 55.0% 30.9% 3.4% 2.7% 2.7% 5.4% Q19a-4. Your inquiry was addressed promptly & accurately 54.4% 29.5% 4.0% 4.7% 2.0% 5.4% Q19a-5. Your inquiry was resolved by the first employee you were directed to 53.0% 28.2% 7.4% 4.7% 2.0% 4.7% Q19a-6. You felt the interaction was a positive experience 55.0% 28.2% 6.0% 3.4°% 2.7% 4.7% ETC Institute (2020) Page 103 236 2020 Village of Mount Prospect Community Survey: Findings Report Q19a. Using a scale from 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate your satisfaction with the Village employees you have contacted regarding the following. (without "don't know") (N=149) Q19b. How did you contact the Village? Q19b. How did you contact Village Number Percent Phone 118 Very Email Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q19a-1. They were polite & friendly 60.3% 29.8% 5.7% 1.4% 2.8% Q19a-2. They responded to your request in a timely manner 58.2% 29.8% 6.4% 3.5% 2.1% Q19a-3. They helped you resolve the issue 58.2% 32.6% 3.5% 2.8% 2.8% Q19a-4. Your inquiry was addressed promptly & accurately 57.4% 31.2% 4.3% 5.0% 2.1% Q19a-5. Your inquiry was resolved by the first employee you were directed to 55.6% 29.6% 7.7% 4.9% 2.1% Q19a-6. You felt the interaction was a positive experience 57.7% 29.6% 6.3% 3.5% 2.8% Q19b. How did you contact the Village? Q19b. How did you contact Village Number Percent Phone 118 79.2% Email 13 8.7% Website 14 9.4% Not provided 4 2.7% Total 149 100.0% Q19b. How did you contact the Village? (without "not provided") Q19b. How did you contact Village Number Percent Phone 118 81.4% Email 13 9.0% Website 14 9.7% Total 145 100.0% ETC Institute (2020) Page 104 237 2020 Village of Mount Prospect Community Survey: Findings Report Q19c. If you left a voicemail message, did you get a call back? Q19c. Did you get a call back if you left a voicemail message Number Percent Yes 43 36.4 No 5.9 Not provided 68 57.6 Total 118 100.0% Q19c. If you left a voicemail message, did you get a call back? (without "not provided") Q19c. Did you get a call back if you left a voicemail message Number Percent Yes 43 86.0 No Total 14.0 50 100.0 ETC Institute (2020) Page 105 238 2020 Village of Mount Prospect Community Survey: Findings Report Q20. Which three methods listed below would be your MOST PREFERRED ways of contacting or conducting business with the Village? Q20. Top choice Number Percent Phone 217 48.2% Email 70 15.6% In person 72 16.0% Post mail 10 2.2% Social media 2 0.4% Website 51 11.3 % Mobile apps 7 1.6 % None chosen 21 4.7% Total 450 100.0% Q20. Which three methods listed below would be your MOST PREFERRED ways of contacting or conducting business with the Village? Q20. 2nd choice Number Percent Phone 87 19.3% Email 132 29.3% In person 103 22.9% Post mail 27 6.0% Social media 4 0.9% Website 39 8.7% Mobile apps 12 2.7% None chosen 46 10.2% Total 450 100.0% Q20. Which three methods listed below would be your MOST PREFERRED ways of contacting or conducting business with the Village? Q20. 3rd choice Number Percent Phone 48 10.7% Email 80 17.8% In person 117 26.0% Post mail 48 10.7% Social media 7 1.6 % Website 56 12.4% Mobile apps 19 4.2% None chosen 75 16.7% Total 450 100.0% ETC Institute (2020) Page 106 239 2020 Village of Mount Prospect Community Survey: Findings Report Q20. Which three methods listed below would be your MOST PREFERRED ways of contacting or conducting business with the Village? (top 3) Q20. Sum of top 3 choices Number Percent Phone 352 78.2% Email 282 62.7% In person 292 64.9% Post mail 85 18.9% Social media 13 2.9% Website 146 32.4% Mobile apps 38 8.4% None chosen 21 4.7% Total 1229 ETC Institute (2020) Page 107 240 2020 Village of Mount Prospect Community Survey: Findings Report Q21. Downtown District. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following aspects of Downtown Mount Prospect. (N=450) ETC Institute (2020) Page 108 241 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q21-1. General appearance of Downtown 26.0% 44.2% 14.2% 8.9% 3.3% 3.3% Q21-2. Convenience of Village's Emerson Street parking deck 25.8% 38.4% 18.0% 2.4% 2.4% 12.9% Q21-3. Types of retail & entertainment establishments available Downtown 11.1% 25.8% 24.9% 24.9% 8.9% 4.4% Q21-4. Hours Downtown businesses are open 16.4% 39.1% 27.6% 4.7% 2.0% 10.2% Q21-5. Availability & convenience of Downtown parking 19.3% 41.1% 22.7% 8.4% 2.9% 5.6% Q21-6. Adequacy of green space Downtown 15.6% 41.6% 22.2% 10.2% 2.9% 7.6% Q21-7. Overall Downtown wa l ka b i l ity 24.0% 42.0% 20.0% 4.9% 2.4% 6.7% Q21-8. Variety of Downtown resta u ra nts 13.3% 26.0% 24.9% 21.8% 8.0% 6.0% Q21-9. Availability/adequacy of bicycle parking facilities Downtown 11.6% 21.6% 22.9% 5.3% 1.1 % 37.6% Q21-10. Adequacy/condition of Metra train station 22.0% 41.3% 19.3% 1.3% 1.3% 14.7% ETC Institute (2020) Page 108 241 2020 Village of Mount Prospect Community Survey: Findings Report Q21. Downtown District. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following aspects of Downtown Mount Prospect. (without "don't know" (N=450) ETC Institute (2020) Page 109 242 Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q21-1. General appearance of Downtown 26.9% 45.7% 14.7% 9.2% 3.4% Q21-2. Convenience of Village's Emerson Street parking deck 29.6% 44.1% 20.7% 2.8% 2.8% Q21-3. Types of retail & entertainment establishments available Downtown 11.6% 27.0% 26.0% 26.0% 9.3% Q21-4. Hours Downtown businesses are open 18.3% 43.6% 30.7% 5.2% 2.2% Q21-5. Availability & convenience of Downtown parking 20.5% 43.5% 24.0% 8.9% 3.1% Q21-6. Adequacy of green space Downtown 16.8% 45.0% 24.0% 11.1% 3.1% Q21-7. Overall Downtown walkability 25.7% 45.0% 21.4% 5.2% 2.6% Q21-8. Variety of Downtown restaurants 14.2% 27.7% 26.5% 23.2% 8.5% Q21-9. Availability/adequacy of bicycle parking facilities Downtown 18.5% 34.5% 36.7% 8.5% 1.8% Q21-10. Adequacy/condition of Metra train station 25.8% 48.4% 22.7% 1.6% 1.6% ETC Institute (2020) Page 109 242 2020 Village of Mount Prospect Community Survey: Findings Report Q22. Community Priorities. On a scale of 1 to 5, where 5 means "Very High Priority" and 1 means "Very Low Priority," please rank the importance of the following issues. (N=450) Very high Very low Priority High priority Neutral Low priority priority Don't know Q22-1. Overall quality of services provided by Village 43.6% 43.1% 10.2% 0.4% 0.4°% 2.2% Q22-2. Flood prevention & storm water management 52.0% 30.2% 10.4% 2.9% 0.7% 3.8% Q22-3. Quality & drivability of Village streets 35.3% 45.3% 13.6% 2.7% 0.7% 2.4% Q22-4. Availability & integration of biking lanes &trails 16.0% 27.6% 29.6% 12.0% 5.1% 9.8% Q22-5. Crime prevention 59.3% 28.0% 9.3% 0.2% 0.7% 2.4% Q22-6. A balanced Village budget 53.8% 30.9% 8.2% 1.6% 0.2% 5.3% Q22-7. A vibrant Downtown 41.6% 33.6% 18.0% 3.3% 0.9% 2.7% Q22-8. Availability of parking in Downtown near amenities 25.8% 40.4% 23.3% 5.1% 1.3% 4.0% Q22-9. Greater residential density in Downtown 10.2% 13.6% 31.8% 21.3% 16.0% 7.1% Q22-10. Diversity of housing choices 11.8% 21.6% 34.0% 14.9% 11.6% 6.2% Q22-11. Environmentally sustainable practices 25.1% 32.7% 25.3% 7.6% 2.7% 6.7% Q22-12. Arts & cultural amenities 18.9% 33.1% 31.8% 7.6% 2.7% 6.0% Q22-13. Availability of green space 22.9% 37.6% 26.2% 6.2% 2.7% 4.4% Q22-14. Historic preservation 21.8% 31.8% 29.3% 8.2% 4.0% 4.9% Q22-15. Overall quality of life 61.6% 28.4% 6.7% 0.4% 0.0°% 2.9% Q22-16. Walkabilityof Downtown & other areas 34.9% 40.9% 18.2% 1.3% 0.9% 3.8% Q22-17. Village sidewalks 32.4% 45.6% 16.4% 2.0% 0.2% 3.3% Q22-18. Allowing recreational adult -use cannabis 14.0% 14.2% 26.0% 7.8% 32.0% 6.0% ETC Institute (2020) Page 110 243 2020 Village of Mount Prospect Community Survey: Findings Report Q22. Community Priorities. On a scale of 1 to 5, where 5 means "Very High Priority" and 1 means "Very Low Priority," please rank the importance of the following issues. (without "don't know") (N=450) Very high priority High priority Neutral Low priority Very low priority Q22-1. Overall quality of services provided by Village 44.5% 44.1% 10.5% 0.5% 0.5% Q22-2. Flood prevention & storm water management 54.0% 31.4% 10.9% 3.0% 0.7% Q22-3. Quality & drivability of Village streets 36.2% 46.5% 13.9°% 2.7% 0.7% Q22-4. Availability & integration of biking lanes & trails 17.7% 30.5% 32.8% 13.3% 5.7% Q22-5. Crime prevention 60.8% 28.7°% 9.6% 0.2% 0.7% Q22-6. A balanced Village budget 56.8% 32.6°% 8.7% 1.6% 0.2% Q22-7. A vibrant Downtown 42.7% 34.5% 18.5% 3.4% 0.9% Q22-8. Availability of parking in Downtown near amenities 26.9% 42.1% 24.3% 5.3% 1.4% Q22-9. Greater residential density in Downtown 11.0% 14.6% 34.2% 23.0% 17.2% Q22-10. Diversity of housing choices 12.6% 23.0% 36.3% 15.9% 12.3% Q22-11. Environmentally sustainable practices 26.9% 35.0% 27.1°% 8.1% 2.9% Q22-12. Arts & cultural amenities 20.1% 35.2% 33.8°% 8.0% 2.8% Q22-13. Availability of green space 24.0% 39.3% 27.4% 6.5% 2.8% Q22-14. Historic preservation 22.9% 33.4% 30.8% 8.6% 4.2% Q22-15. Overall quality of life 63.4% 29.3°% 6.9% 0.5% 0.0% Q22-16. Walkability of Downtown & other areas 36.3% 42.5% 18.9% 1.4% 0.9% Q22-17. Village sidewalks 33.6% 47.1% 17.0% 2.1% 0.2% Q22-18. Allowing recreational adult -use cannabis 14.9% 15.1% 27.7% 8.3% 34.0% ETC Institute (2020) Page 111 244 2020 Village of Mount Prospect Community Survey: Findings Report Q23. Which FIVE of the priorities listed in Question 22 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q23. Top choice Number Percent Overall quality of services provided by Village 85 18.9% Flood prevention & storm water management 68 15.1 % Quality & drivability of Village streets 12 2.7% Availability & integration of biking lanes & trails 7 1.6 % Crime prevention 66 14.7% A balanced Village budget 41 9.1% A vibrant Downtown 50 11.1 % Greater residential density in Downtown 3 0.7% Diversity of housing choices 4 0.9% Environmentally sustainable practices 10 2.2% Arts & cultural amenities 2 0.4% Availability of green space 5 1.1 % Historic preservation 3 0.7% Overall quality of life 17 3.8% Walkability of Downtown & other areas 2 0.4% Village sidewalks 3 0.7% Allowing recreational adult -use cannabis 13 2.9% None chosen 59 13.1% Total 450 100.0% Q23. Which FIVE of the priorities listed in Question 22 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q23. 2nd choice Number Percent Overall quality of services provided by Village 28 6.2% Flood prevention & storm water management 64 14.2% Quality & drivability of Village streets 21 4.7% Availability & integration of biking lanes & trails 10 2.2% Crime prevention 76 16.9% A balanced Village budget 64 14.2% A vibrant Downtown 31 6.9% Availability of parking in Downtown near amenities 5 1.1 % Greater residential density in Downtown 4 0.9% Diversity of housing choices 4 0.9% Environmentally sustainable practices 14 3.1% Arts & cultural amenities 6 1.3 % Availability of green space 8 1.8 % Historic preservation 3 0.7% Overall quality of life 23 5.1 % Walkability of Downtown & other areas 14 3.1 % Village sidewalks 6 1.3 % Allowing recreational adult -use cannabis 5 1.1 % None chosen 64 14.2% Total 450 100.0% ETC Institute (2020) Page 112 245 2020 Village of Mount Prospect Community Survey: Findings Report Q23. Which FIVE of the priorities listed in Question 22 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q23. 3rd choice Number Percent Overall quality of services provided by Village 23 5.1 % Flood prevention & storm water management 31 6.9% Quality & drivability of Village streets 23 5.1 % Availability & integration of biking lanes & trails 7 1.6 % Crime prevention 58 12.9% A balanced Village budget 61 13.6% A vibrant Downtown 27 6.0% Availability of parking in Downtown near amenities 21 4.7% Greater residential density in Downtown 6 1.3 % Diversity of housing choices 9 2.0% Environmentally sustainable practices 22 4.9% Arts & cultural amenities 7 1.6 % Availability of green space 11 2.4% Historic preservation 3 0.7% Overall quality of life 39 8.7% Walkability of Downtown & other areas 12 2.7% Village sidewalks 10 2.2% Allowing recreational adult -use cannabis 3 0.7% None chosen 77 17.1% Total 450 100.0% Q23. Which FIVE of the priorities listed in Question 22 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q23. 4th choice Number Percent Overall quality of services provided by Village 27 6.0% Flood prevention & storm water management 25 5.6% Quality & drivability of Village streets 15 3.3% Availability & integration of biking lanes & trails 5 1.1 % Crime prevention 35 7.8% A balanced Village budget 41 9.1% A vibrant Downtown 27 6.0% Availability of parking in Downtown near amenities 15 3.3% Greater residential density in Downtown 3 0.7% Diversity of housing choices 11 2.4% Environmentally sustainable practices 22 4.9% Arts & cultural amenities 13 2.9% Availability of green space 14 3.1 % Historic preservation 8 1.8 % Overall quality of life 47 10.4% Walkability of Downtown & other areas 21 4.7% Village sidewalks 11 2.4% Allowing recreational adult -use cannabis 9 2.0% None chosen 101 22.4% Total 450 100.0% ETC Institute (2020) Page 113 246 2020 Village of Mount Prospect Community Survey: Findings Report Q23. Which FIVE of the priorities listed in Question 22 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? Q23. 5th choice Number Percent Overall quality of services provided by Village 20 4.4% Flood prevention & storm water management 22 4.9% Quality & drivability of Village streets 26 5.8% Availability & integration of biking lanes & trails 13 2.9% Crime prevention 18 4.0% A balanced Village budget 23 5.1% A vibrant Downtown 18 4.0% Availability of parking in Downtown near amenities 14 3.1% Greater residential density in Downtown 6 1.3 % Diversity of housing choices 13 2.9% Environmentally sustainable practices 22 4.9% Arts & cultural amenities 17 3.8% Availability of green space 10 2.2% Historic preservation 13 2.9% Overall quality of life 38 8.4% Walkability of Downtown & other areas 13 2.9% Village sidewalks 22 4.9% Allowing recreational adult -use cannabis 18 4.0% None chosen 124 27.6% Total 450 100.0% Q23. Which FIVE of the priorities listed in Question 22 do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? (top 5) Q23. Sum of top 5 choices Number Percent Overall quality of services provided by Village 183 40.7% Flood prevention & storm water management 210 46.7% Quality & drivability of Village streets 97 21.6% Availability & integration of biking lanes & trails 42 9.3% Crime prevention 253 56.2% A balanced Village budget 230 51.1% A vibrant Downtown 153 34.0% Availability of parking in Downtown near amenities 55 12.2% Greater residential density in Downtown 22 4.9% Diversity of housing choices 41 9.1% Environmentally sustainable practices 90 20.0% Arts & cultural amenities 45 10.0% Availability of green space 48 10.7% Historic preservation 30 6.7% Overall quality of life 164 36.4% Walkability of Downtown & other areas 62 13.8% Village sidewalks 52 11.6 % Allowing recreational adult -use cannabis 48 10.7% None chosen 59 13.1% Total 1884 ETC Institute (2020) Page 114 247 2020 Village of Mount Prospect Community Survey: Findings Report Q24. How many years have you lived in Mount Prospect? Q24. How many years have you lived in Mount Prospect Number Percent 0-5 62 13.8% 6-10 44 9.8% 11-15 44 9.8% 16-20 49 10.9% 21-30 104 23.1% 31+ 142 31.6% Not provided 5 1.1 % Total 450 100.0% Q24. How many years have you lived in Mount Prospect? (without "not provided") Q24. How many years have you lived in Mount Prospect Number Percent 0-5 62 13.9% 6-10 44 9.9% 11-15 44 9.9% 16-20 49 11.0 % 21-30 104 23.4% 31+ 142 31.9% Total Q25. What is your age? 445 100.0% Q25. Your age Number Percent 18-34 81 18.0% 35-44 80 17.8% 45-54 83 18.4% 55-64 94 20.9% 65+ 91 20.2% Not provided 21 4.7% Total 450 100.0% Q25. What is your age? (without "not provided") Q25. Your age Number Percent 18-34 81 18.9% 35-44 80 18.6% 45-54 83 19.3% 55-64 94 21.9% 65+ 91 21.2% Tota 1 429 100.0% ETC Institute (2020) Page 115 248 2020 Village of Mount Prospect Community Survey: Findings Report Q26. Including yourself, how many people in your household are... Mean Sum number 2.7 1160 Under 5 years 0.2 74 5-9 years 0.1 59 10-14 years 0.1 54 15-19 years 0.2 68 20-24 years 0.1 57 25-34 years 0.2 100 35-44 years 0.3 133 45-54 years 0.4 161 55-64 years 0.5 225 65-74 years 0.3 138 75+ years 0.2 91 Q27. Are you or other members of your household of Hispanic or Latino ancestry? Q27. Are you of Hispanic or Latino ancestry Number Percent Yes 65 14.4% No 385 85.6 Tota 1 450 100.0 28. Which of the followine best describes vour race/ethnicitv? Q28. Your race/ethnicity Number Percent African American/Black 11 2.4 American Indian/Eskimo 3 0.7 Caucasian/White 352 78.2 Asian/Pacific Islander 57 12.7 Other 10 2.2 Total 433 ETC Institute (2020) Page 116 249 2020 Village of Mount Prospect Community Survey: Findings Report Q28-5. Other Q28-5. Other Number Percent Hispanic 2 20.0% Mediterranean 1 10.0% Greek 1 10.0% South Asian 1 10.0% White Hispanic 1 10.0% INDIA 1 10.0% Latino 1 10.0% FILIPINO AND PUERTO RICAN 1 10.0% EUROPEAN -BALKAN 1 10.0% Total 10 100.0% Q29. What is the primary language spoken in your home? Q29. What is the primary language spoken in your home Number Percent English 402 89.3% Spanish 18 4.0% Polish 7 1.6 % Korean 4 0.9% Gujarati/Hindi 6 1.3 % Other 9 2.0% Not provided 4 0.9% Total 450 100.0% Q29. What is the primary language spoken in your home? (without "not provided") Q29. What is the primary language spoken in your home Number Percent English 402 90.1% Spanish 18 4.0% Polish 7 1.6 % Korean 4 0.9% Gujarati/Hindi 6 1.3 % Other 9 2.0% Total Q29-6. Other 446 100.0% Q29-6. Other Number Percent MALAYALAM 3 33.3% Greek 2 22.2% Italian 2 22.2% CHINESE 1 11.1 % Arabic 1 11.1 % Total 9 100.0% ETC Institute (2020) Page 117 250 2020 Village of Mount Prospect Community Survey: Findings Report Q30. What is the secondary language spoken in your home? Q30. What is the secondary language spoken in your home Number Percent English 36 8.0% Spanish 19 4.2% Polish 16 3.6% Korean 4 0.9% Gujarati/Hindi 2 0.4% Other 38 8.4% No second language 335 74.4% Tota 1 450 100.0% Q30. What is the secondary language spoken in your home? (without "no second language") Q30. What is the secondary language spoken in your home Number Percent English 36 31.3% Spanish 19 16.5% Polish 16 13.9% Korean 4 3.5% Gujarati/Hindi 2 1.7 % Other 38 33.0% Total 115 100.0% Q30-6. Other Q30-6. Other Number Percent German 8 21.6% Italian 4 10.8% Greek 4 10.8% Romanian 3 8.1 % BULGARIAN 2 5.4% TAGALOG 2 5.4% Russian 1 2.7% Serbian 1 2.7% Urdu 1 2.7% MANDARIN 1 2.7% FILIPINO 1 2.7% KAN NADA 1 2.7% Tagalog and Thai 1 2.7% Malayalam 1 2.7% Arabic 1 2.7% MAHALI 1 2.7% JAPANESE 1 2.7% SIGN LANGUAGE 1 2.7% Hindi 1 2.7% NORWEGIAN 1 2.7% Total 37 100.0% ETC Institute (2020) Page 118 251 2020 Village of Mount Prospect Community Survey: Findings Report Q31. Please check the highest level of education you have obtained. Q31. Highest level of education you have obtained Number Percent High school, no degree 13 2.9% High school graduate or GED 61 13.6% Some college 71 15.8% Associate's degree 66 14.7% Bachelor's degree 95 21.1% Master's degree 114 25.3% Professional degree (JD, MD, DDC, etc.) 14 3.1% Doctorate degree (PhD, EdD, etc.) 6 1.3 % Not provided 10 2.2% Total 450 100.0% Q31. Please check the highest level of education you have obtained. (without "not provided") Q31. Highest level of education you have obtained Number Percent High school, no degree 13 3.0% High school graduate or GED 61 13.9% Some college 71 16.1% Associate's degree 66 15.0% Bachelor's degree 95 21.6% Master's degree 114 25.9% Professional degree (JD, MD, DDC, etc.) 14 3.2% Doctorate degree (PhD, EdD, etc.) 6 1.4 % Total 440 100.0% ETC Institute (2020) Page 119 252 2020 Village of Mount Prospect Community Survey: Findings Report Q32. Which of the following best describes your household income? Q32. What best describes your household income Number Percent Less than $20K 20 4.4% $20K to $39,999 56 12.4% $40K to $59,999 66 14.7% $60K to $79,999 70 15.6% $80K to $149,999 82 18.2% $150K+ 94 20.9% Not provided 62 13.8% Total 450 100.0% Q32. Which of the following best describes your household income? (without "not provided") Q32. What best describes your household income Number Percent Less than $20K 20 5.2% $20K to $39,999 56 14.4% $40K to $59,999 66 17.0% $60K to $79,999 70 18.0% $80K to $149,999 82 21.1% $150K+ 94 24.2% Total 388 100.0% Q33. Which of the following best describes where you reside? Q33. What best describes where you reside Number Percent Own 367 81.6% Rent 78 17.3% Live with another household 3 0.7% Not provided 2 0.4% Total 450 100.0% Q33. Which of the following best describes where you reside? (without "not provided") Q33. What best describes where you reside Number Percent Own 367 81.9% Rent 78 17.4% Live with another household 3 0.7% Total 448 100.0% ETC Institute (2020) Page 120 253 2020 Village of Mount Prospect Community Survey: Findings Report Q34. Your gender: Q34. Your gender Number Percent Male 227 50.4 Female 222 49.3 Non -binary 1 0.2% Tota 1 450 100.0 ETC Institute (2020) Page 121 254 2020 Village of Mount Prospect Community Survey: Findings Report Section 5 Survey Instrument ETC Institute (2020) Page 122 255 M 11 khaelj. Cassady 1111,iige Managfar Village of Mount Prospect CE Fl [ Vi -1 VIA - A C` E i E NAANAG.D F C E 0 FT r So(-,�tl-7i c, 1 0 Is EX3 1114 056 \11)"t Vkl VN/ I It 10 1-1n ". r o s, p r- c . o r, g J RF,,�"'ilx�a .""d, [lit Prospect Cc� tim".1"ll'Tuary, ,i,,ixve 9. 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(ft.", till" t(l), C S I'allt.,-irvey atild, will -,ask ym for axily perSon'a d, 1-1, consitiltal"It condurtj..t�lg the 11, 1 tio'fllll'(3th"t r tl 'A -n -tc ")graph'c�,ill and -)nse per "s sttb,t it �,d and t help ggrepliare, 1p o 116, s es gec 1, A )tie respl(, addies,s (tc) vierif, fl! ta r on 1',� ba.sic tia,111s, ),�Yo klU LLt. in Wew,ill p ublish 1',C CLI -C, S Oz 8fi�il and llw,, nq, mmmm 11 Ix 'Ail is y,ei�vr or etixly esm�,dv,,7; oftlie smn7ey online ,;'tri(d will fi i id i tIg s to the Vilhige Baatrd, at the end of thi 021 t r ion is greatl�,,,, ff You have, all.y` C IlIg fhe ('40t,"r tlJtysl,,"i: MCC' ')Ur r I )a k"Yo,rt.r voic ,ill the 1',)rl( Ce"l-3., Will h 1p klelep Mcftttitl ...l.mv, arld ix.), IvAtig Yc -'eedl ac app`vdated mad we look 1, Promaect str(:)-ng fi-,)x yr(;�,ars, col-nel, I 0 A 0 "A c, Michael J., Cassad),,, a, VI"U"q gC, L W gel 5 256 2020 Village of Mount Prospect Community Survey Please take a few minutes to complete this survey. Your input is an important part of the Village's on-going effort to involve citizens in long-range planning and investment decisions. When you are finished, please return your completed survey in the postage -paid envelope provided. You may also complete the survey online at www.mountprospect202Osurvey.org. If you have questions, please call Doreen Jarosz at (847) 818-5300. Thank you! 1. Quality of Life. Using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate the Village of Mount Prospect with regard to each of the following. satisfied are you with... 1. Overall quality of services provided by the Village Very SatisfiedHow 5 4 3 Very 2 -. Don't Know 1 9 2. Overall quality of customer service you receive from Village employees 5 4 3 2 1 9 3. Overall maintenance of Village streets 5 4 3 2 1 9 4. Overall maintenance of Village buildings and facilities 5 4 3 2 1 9 5. Overall flow of traffic and traffic management in the Village 5 4 3 2 1 9 6. Overall effectiveness of Village communication with the public 5 4 3 2 1 9 7. Overall enforcement of Village codes and ordinances 5 4 3 2 1 9 8. Overall management of Village finances 5 4 3 2 1 9 9. Overall efforts of the Village for emergency re aredness 5 4 3 2 1 9 2. Which THREE of the quality of life services listed above do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 1.] 1 st: 2nd: 3rd: 3. Overall Community. Please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with regard to each of the following. satisfied are you with... 01. Overall value that you receive for your Village tax dollars and fees Very SatisfiedHow 5 4 3 Very 2 -. Don't Know 1 9 02. Overall image of the Village 5 4 3 2 1 9 03. Overall quality of life in the Village 5 4 3 2 1 9 04. Overall feeling of safety in the Village 5 4 3 2 1 9 05. Overall feeling of safety in your neighborhood 5 4 3 2 1 9 06. Quality of new development in the Village 5 4 3 2 1 9 07. Overall maintenance of private property 5 4 3 2 1 9 08. Overall maintenance of public property 5 4 3 2 1 9 09. Availability of affordable housing 5 4 3 2 1 9 10. Overall quality of public schools* 5 4 3 2 1 9 11. Overall quality of Park District services* 5 4 3 2 1 9 12. Overall quality of the Library services* 5 4 3 2 1 9 13. Ease of access of places you usually visit 5 4 3 2 1 9 14. Availability of public transportation* 5 4 3 2 1 9 15. Sense of community 5 4 3 2 1 9 16. Access to quality shopping facilities 5 4 3 2 1 9 17. Access to restaurants 5 4 3 2 1 9 18. Quality of Village events Block Party, Farmers Market* 5 4 3 2 1 9 19. Variety and quality of commissions Sister Cities, Finance 5 4 3 2 1 9 20. Citizen engagement through Village Boards and Commissions 5 4 3 2 1 9 *Services are not provided by the Village. ©2020 ETC Institute Page ,2 57 4. Infrastructure. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. How satisfied are you with... 01. Condition of major Village Streets SatisfiedVery 5 Satisfied 4 Neutral 3 Very Dissatisfied Dissatisfied 2 Don't Know 1 9 02. Conditions of streets in your neighborhood 5 4 3 2 1 9 03. Condition of sidewalks in your neighborhood 5 4 3 2 1 9 04. Maintenance of street signs and traffic signals 5 4 3 2 1 9 05. Snow removal on major Village streets 5 4 3 2 1 9 06. Snow removal on streets in your neighborhood 5 4 3 2 1 9 07. Maintenance of the Village's Downtown 5 4 3 2 1 9 08. Mowing and tree trimming along streets and other public areas 5 4 3 2 1 9 09. Maintenance of Village owned buildings 5 4 3 2 1 9 10. Adequacy of street lighting on major streets 5 4 3 2 1 9 11. Adequacy of street lighting on neighborhood streets 5 4 3 2 1 9 12. Overall cleanliness of streets and other public areas 5 4 3 2 1 9 13. Quality of electrical service* 5 4 3 2 1 9 14. Quality of cable and Internet service* 5 4 3 2 1 9 15. Quality of natural gas service* 5 4 3 2 1 9 5. Which FOUR of the village infrastructure services listed above do you think should receive the most emphasis from village leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 4.1 1 st: 2nd: 3rd: 4th: 6. Public Works. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services provided by or in the Village. satisfied 1. Quality are you with... of residential garbage collection service* Very SatisfiedHow 5 4 3 Very 2 -. Don't Know 1 9 2. Quality of residential curbside recycling service 5 4 3 2 1 9 3. Quality of yard waste service 5 4 3 2 1 9 4. Quality of brush collection 5 4 3 2 1 9 5. Quality of drinking water* 5 4 3 2 1 9 6. Quality of wastewater services 5 4 3 2 1 9 7. Quality of stormwater management and drainage infrastructure 5 4 3 2 1 9 7. Community Development Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. SatisfiedHow satisfied are you with... Very Very -. Don't Know Property maintenance standards (unkept properties, grass, weed 1 5 4 3 2 1 9 control, sign violations, etc.) for private property 2. Exterior maintenance standards for private property 5 4 3 2 1 9 3. Si n regulation standards 5 4 3 2 1 9 4. Appearance of commercial corridors 5 4 3 2 1 9 If you have requested a building permit during the past 3 years, please answer questions 5-7 below. 5. Building permit process 5 4 3 2 1 9 6. Inspection process 5 4 3 2 1 9 7. Conditional use permit process and/or variance process 5 4 3 2 1 9 8. Which TWO of the community development services listed above do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 7.] 1st: 2nd: ©2020 ETC Institute Pa9 e ? 58 9. Feeling of Safety. On a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate how safe you feel in the following situations. How safe do you feel... 1. 1 In your neighborhood during the day Very Safe 5 safe 4 Neutral 3 unsafe Very 2 Unsafe Don't Know 1 9 2. In our neighborhood at night 5 4 3 2 1 9 3. In parks, trails, and recreational areas within the Village 5 4 3 2 1 9 4. In commercial and retail areas 5 4 3 2 1 9 5. Overall in the Village 5 4 3 2 1 9 6. Downtown after dark 5 4 3 2 1 9 7. Traveling by bicycle in the Village 5 4 3 2 1 9 8. Shopping after dark 5 4 3 2 1 9 9a. Please indicate specific places in the Village, if any, you do not feel safe. 10. Public Safety Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following. 11. Which FOUR of the public safety services listed above do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 10.] 1 st: 2nd: 3rd: 4th: 12. Diversity. Using a scale from 1 to 5, where 5 is "Excellent" and 1 is "Very Poor," how well do you think the Village of Mount Prospect currently serves the following populations? Specialized Populations 1. 1 Non-English speaking persons satisfied are you with... Very SatisfiedHow Average 3 Poor 2 Very -. Don't Know 01. Visibility of police in neighborhoods 5 4 3 2 1 9 02. Visibility of police in retail/commercial areas 5 4 3 2 1 9 03. Efforts to prevent crime 5 4 3 2 1 9 04. Enforcement of traffic laws 5 4 3 2 1 9 05. Enforcement of parking laws 5 4 3 2 1 9 06. Overall quality of police response times 5 4 3 2 1 9 07. Police education programs 5 4 3 2 1 9 08. Overall professionalism of the police department 5 4 3 2 1 9 09. Overall quality of police protection 5 4 3 2 1 9 10. Friendliness of police department 5 4 3 2 1 9 11. Overall quality of emergency medical services EMS 5 4 3 2 1 9 12. Overall quality of fire protection services 5 4 3 2 1 9 13. Overall professionalism of the fire department 5 4 3 2 1 9 14. Friendliness of the fire department 5 4 3 2 1 9 15. Fire Department/EMS education programs 5 4 3 2 1 9 11. Which FOUR of the public safety services listed above do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 10.] 1 st: 2nd: 3rd: 4th: 12. Diversity. Using a scale from 1 to 5, where 5 is "Excellent" and 1 is "Very Poor," how well do you think the Village of Mount Prospect currently serves the following populations? Specialized Populations 1. 1 Non-English speaking persons Excellent 5 Good 4 Average 3 Poor 2 Very Poor Don't Know 1 9 2. Persons who are deaf or hearing impaired 5 4 3 2 1 9 3. Persons with limited physical mobility 5 4 3 2 1 9 4. Persons with disabilities 5 4 3 2 1 9 5. Seniors 5 4 3 2 1 9 ©2020 ETC Institute Pa e ? 59 9 13. Human Services. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. satisfied are you with... 01. Accessibility of Village services Very SatisfiedHow 5 4 3 Very 2 -d Don't Know 1 9 02. Food pantry 5 4 3 2 1 9 03. Medical Lending Closet 5 4 3 2 1 9 04. Overall quality of nursing services 5 4 3 2 1 9 05. Public health nursing services meeting community needs 5 4 3 2 1 9 06. Overall quality of social services 5 4 3 2 1 9 07. Social services meeting community needs 5 4 3 2 1 9 08. Overall quality of senior services 5 4 3 2 1 9 09. Quality of Human Services programming and events 5 4 3 2 1 9 10. Human Services events (Ageless Grace, Conversations in En lish 5 4 3 2 1 9 11. Overall quality of services provided at the Community Connections Center 5 4 3 2 1 9 14. Which THREE of the services listed above do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 13.] 1 st: 2nd: 3rd: 15. Communication. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following services. 16. Which of the following are your primary sources of information about Village issues, services, and events? [Check all that apply.] (01) Village website (02) Local newspaper (03)Facebook (04) Twitter (05) Next Door (06) Village signs and banners (07) Instagram (08) MPDC Public Access channel/online streaming (09)YouTube (10) Word of mouth (friends/neighbors) (11) Village e-mails/press releases (12) Public meetings (13) Village Newsletter (14) Other: 17. Which THREE of the methods listed in Question 16 are your MOST PREFERRED ways to learn about Village issues, services, and events? [Write in your answers below using the numbers from the list in Question 16.] 1 st: 2nd: 3rd: ©2020 ETC Institute Page 4,260 satisfied are you with... Very SatisfiedHow Very -d 1 Don't Know 01. Availability of information on Village services and activities 5 4 3 2 9 02. jimeliness of information provided by the Village 5 4 3 2 1 9 03. 1 Quality of Village print newsletter 5 4 3 2 1 9 04. Quality of Village's website www.mount ros ect.or 5 4 3 2 1 9 05. Quality of Village's social media Facebook, Twitter 5 4 3 2 1 9 06. Quality of Village's Experience Mount Prospect website (www.experiencemountprospect.org) 5 4 3 2 1 9 07. Quality of Village's e-mail E -Newsletter (Experience Mount Prospect) 5 4 3 2 1 9 08 Quality of Mount Prospect Digital Communications (MPDC) programming 5 4 3 2 1 9 09. Overall usefulness of the Village's website calendar 5 4 3 2 1 9 10. Transparency of Village information 5 4 3 2 1 9 11. Clarity and understandability of Village bills 5 4 3 2 1 9 16. Which of the following are your primary sources of information about Village issues, services, and events? [Check all that apply.] (01) Village website (02) Local newspaper (03)Facebook (04) Twitter (05) Next Door (06) Village signs and banners (07) Instagram (08) MPDC Public Access channel/online streaming (09)YouTube (10) Word of mouth (friends/neighbors) (11) Village e-mails/press releases (12) Public meetings (13) Village Newsletter (14) Other: 17. Which THREE of the methods listed in Question 16 are your MOST PREFERRED ways to learn about Village issues, services, and events? [Write in your answers below using the numbers from the list in Question 16.] 1 st: 2nd: 3rd: ©2020 ETC Institute Page 4,260 18. In -Person Customer Service. Have you visited the Village with a request for service or to pay a bill during the past year? (1) Yes [Answer Q 18a.] (2) No [Skip to Q 19.] 18a. Using a scale from 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied", please rate your satisfaction with the Village employees you have contacted regarding the following. 1. They were polite and courteous SatisfiedVery 5 4 3 Very 2 -. Don't Know 1 9 2. They responded to your request in a timely manner 5 4 3 2 1 9 3. They helped you resolve the issue 5 4 3 2 1 9 4. Your call or inquiry was answered promptly and accurately 5 4 3 2 1 9 5. Your inquiry was resolved by the first employee you were directed to 5 4 3 2 1 9 6. You felt the interaction was a positive experience 5 4 3 2 1 9 19. Telephone or Electronic Customer Service. Have you contacted the Village with a request for service or to pay a bill during the past year, via the telephone or electronically (email, website)? (1) Yes [Answer Q19a-c.] (2) No [Skip to Q20.] 19a. Using a scale from 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied", please rate your satisfaction with the Village employees you have contacted regarding the following. 1. They were polite and friendly - Satisfiedn't 5 - 4 - 3 -. 2 - D. Know -. 1 9 2. They responded to your request in a timely manner 5 4 3 2 1 9 3. They helped you resolve the issue 5 4 3 2 1 9 4. Your inquiry was addressed promptly and accurately 5 4 3 2 1 9 5. Your inquiry was resolved by the first employee you were directed to 5 4 3 2 1 9 6. You felt the interaction was a positive experience 5 4 3 2 1 9 19b. How did you contact the Village? (1) Phone (2) E-mail (3) Social Media (4) Website (5) Elected Official 19c. If you left a voicemail message, did you get a call back? (1) Yes (2) No 20. Which three methods listed below would be your MOST PREFERRED ways of contacting or conducting business with the Village? [Write in your answers below using the numbers from the list below.] 1. Phone 3. In-person 5. Social media 7. Mobile Apps 2. E-mail 4. Post mail 6. Website 1 st: 2nd: 3rd: ©2020 ETC Institute Page 1.,261 21. Downtown District. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following aspects of Downtown Mount Prospect. satisfied are you with... 01. General appearance of Downtown Very SatisfiedHow 5 4 3 Very 2 -. Don't Know 1 9 02. Convenience of the Village's Emerson Street parking deck 5 4 3 2 1 9 03. Types of retail and entertainment establishments available downtown 5 4 3 2 1 9 04. Hours downtown businesses are open 5 4 3 2 1 9 05. Availability and convenience of downtown parking 5 4 3 2 1 9 06. Adequacy of green space downtown 5 4 3 2 1 9 07. Overall downtown walkability 5 4 3 2 1 9 08. Variety of downtown restaurants 5 4 3 2 1 9 09. Availability/adequacy of bicycle parking facilities downtown 5 4 3 2 1 9 10. Adequacy/condition of the Metra train station 5 4 3 2 1 9 22. Community Priorities. On a scale of 1 to 5, where 5 means "Very High Priority" and 1 means "Very Low Priority," please rank the importance of the following issues. How important is... 01. Overall quality of services provided by the Village Very High Priority 5 High Priority 4 Neutral Low 3 Priority 2 Very Low Don't Know Priority 1 9 02. Flood prevention and storm water management 5 4 3 2 1 9 03. Quality and drivability of Village streets 5 4 3 2 1 9 04. Availability and integration of biking lanes and trails 5 4 3 2 1 9 05. Crime prevention 5 4 3 2 1 9 06. A balanced Village budget 5 4 3 2 1 9 07. A vibrant downtown 5 4 3 2 1 9 08. Availability of parking in downtown near amenities 5 4 3 2 1 9 09. Greater residential density in downtown 5 4 3 2 1 9 10. Diversity of housing choices 5 4 3 2 1 9 11. Environmentally sustainable practices 5 4 3 2 1 9 12. Arts and cultural amenities 5 4 3 2 1 9 13. Availability of green space 5 4 3 2 1 9 14. Historic preservation 5 4 3 2 1 9 15. Overall quality of life 5 4 3 2 1 9 16. Walkability of downtown and other areas 5 4 3 2 1 9 17. Village sidewalks 5 4 3 2 1 9 18. Allowing recreational adult -use cannabis 5 4 3 2 1 9 23. Which FIVE of the priorities listed above do you think should receive the MOST EMPHASIS from Village leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 22.] 1 st: 2nd: 3rd: 4th: 5th: Demographics 24. How many years have you lived in Mount Prospect? years 25. What is your age? years 26. Counting yourself, how many people in your household are... Under 5 years: 15 -19 years: 35 - 44 years: 65 - 74 years: 5 - 9 years: 20 - 24 years: 45 - 54 years: 75+ years: 10 -14 years: 25 - 34 years: 55 - 64 years: ©2020 ETC Institute Page 1,262 27. Are you or other members of your household of Hispanic or Latino ancestry? (1) Yes (2) No 28. 29. 30. Which of the following best describes your race/ethnicity? [Check all that apply.] (1) African American/Black (3) Caucasian/White (5) Other: (2) American Indian/Eskimo (4) Asian/Pacific Islander What is the primary language spoken in your home? (1) English (3) Polish (5) Gujarati/Hindi (2) Spanish (4) Korean (6) Other: What is the secondary language spoken in your home? (1) English (3) Polish (5) Gujarati/Hindi (2) Spanish (4) Korean (6) Other: 31. Please check the highest level of education you have obtained. (1) High School, no degree (5) Bachelor's Degree (2) High School graduate or GED (6) Master's Degree (3) Some college (7) Professional Degree (JD, MD, DDC, etc.) (4) Associate's Degree (8) Doctorate Degree (PhD, EdD, etc.) 32. Which of the following best describes your household income? (1) Less than $20,000 (3) $40,000 to $59,999 (5) $80,000 to $149,999 (2) $20,000 to $39,999 (4) $60,000 to $79,999 (6) $150,000 or more 33. Which of the following best describes where you reside? (1) Own (2) Rent (3) Live with another household 34. Your gender: (1) Male (2) Female (3) Non -binary 35. Use the space below to address any additional comments you wish to share with the Village. This concludes the survey. Thank you for your time! Please return your completed survey in the enclosed postage paid envelope addressed to: ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061 Your responses will remain completely confidential. The information printed to the right will ONLY be used to help identify which areas of the Village are having problems with Village services. If your address is not correct, please provide the correct information. 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