City of Lee's Summit 2019 Citizen Survey

City of Lee’s Summit Citizen Survey

Findings Report …helping organizations make better decisions since 1982

Submitted to the City of Lee’s Summit, Missouri ETC Institute 725 W. Frontier Lane, Olathe, Kansas 66061

March 2019

2019

Contents Executive Summary ....................................................................... i Section 1: Charts and Graphs ....................................................... 1 Section 2: Benchmarking Analysis .............................................. 60 Section 3: Importance‐Satisfaction Analysis .............................. 86 Section 4: GIS Maps .................................................................. 105 Section 5: Tabular Data ............................................................ 209 Section 6: Survey Instrument ................................................... 272

2019 City of Lee's Summit Citizen Survey Final Findings Report

Purpose and Methodology ETC Institute administered a survey to residents of the City of Lee’s Summit during the winter of 2019. The purpose of the DirectionFinder® survey is to better understand the priorities of the City’s residents and by better understanding its residents, the City Council and staff can determine where the City is doing well and where there are opportunities for improvement. Data collected from the survey will also be used to help guide the City’s Strategic Plan – an effort to prioritize the City’s goals in a transparent and accountable manner.

The seven‐page survey, cover letter, and postage paid return envelope were mailed to a random sample of households in Lee’s Summit. The cover letter explained the purpose of the survey and encouraged residents to either return their survey by mail or complete the survey online. At the end of the online survey, residents were asked to enter their home address, this was done to ensure that only responses from residents who were part of the random sample were included in the final survey database. The map below shows the location of survey respondents.

Ten days after the surveys were mailed, ETC Institute sent emails and placed phone calls to the households that received the survey to encourage participation. The emails contained a link to the online version of the survey to make it easy for residents to complete the survey. To prevent people who were not residents of Lee’s Summit from participating, everyone who completed the survey online was required to enter their home address prior to submitting the survey. ETC Institute then matched the addresses that were entered

Page i

Executive Summary Report

2019 City of Lee’s Summit Citizen Survey Executive Summary

2019 City of Lee's Summit Citizen Survey Final Findings Report

The goal was to obtain completed surveys from at least 700 residents. The goal was exceeded with a total of 894 residents completing the survey. The overall results for the sample of 894 households have a precision of at least +/‐3.3% at the 95% level of confidence.

The percentage of “don’t know” responses has been excluded from many of the graphs shown in this report to facilitate valid comparisons of the results from the City of Lee’s Summit with the results from other communities in ETC Institute’s DirectionFinder® database. Since the number of “don’t know” responses often reflect the utilization and awareness of city services, the percentage of “don’t know” responses have been provided in the tabular data section 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:       

An executive summary of the methodology for administering the survey and major findings, charts showing the overall results in Section 1, benchmarking data that shows how the City’s results compare to other communities nationally and other communities in Kansas and Missouri in Section 2, importance‐satisfaction analysis in Section 3; this analysis was done to determine priority actions for the City to address based upon the survey results, GIS maps that show the overall results of selected questions on the survey Section 4, frequency tables that show the results of the random sample for each question on the survey in Section 5, and a copy of the survey instrument in Section 6.

Overall Satisfaction with Perceptions of the Community The highest levels of satisfaction with various perceptions of the community, based upon the combined percentage of “very satisfied” and “somewhat satisfied” responses among residents who had an opinion, were: the overall quality of life in Lee’s Summit (90%), the overall quality of services provided by the City (78%), and the overall image of the City government (68%). Ratings for the overall quality of life in Lee’s Summit ranked 15% above the national average for the overall quality of life in the City (90% City of Lee’s Summit versus 75% the United States Average).

Overall Satisfaction the Quality of City Services The highest levels of satisfaction with the quality of City services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall quality of fire and emergency medical services (91%), the overall quality of parks and recreation programs and facilities (89%), and the overall quality of police services (87%). The ranking for the overall quality of parks and recreation programs and facilities increased 3% from

Page ii

Executive Summary Report

online with the addresses that were originally selected for the random sample. If the address from a survey completed online did not match one of the addresses selected for the sample, the online survey was not counted.

2019 City of Lee's Summit Citizen Survey Final Findings Report

Top City services that respondents think are the most important for the City to provide, based on the sum of respondents’ top four choices, were: the overall quality of police services (80%), the overall quality of fire and emergency medical services (74%), and the overall maintenance of streets, municipal buildings, and facilities (57%).

Satisfaction with Specific City Services 

City Leadership. The highest levels of satisfaction with City leadership, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: overall effectiveness of the City manager and staff (57%) and the overall leadership quality of City elected officials (55%). The rating for the overall effectiveness of the City manager and staff ranks 18% above the national average (57% City of Lee’s Summit versus 39% the United States Average).



City Growth. The highest levels of satisfaction with City growth, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the rate of growth in Lee’s Summit (65%) and the quality of business growth (64%). The rating for the quality of residential growth saw an increase of 4% from 2013 (59%) to 2019 (63%).



Police Services. The highest levels of satisfaction with police services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall professionalism of police employees (84%), Police Department response to emergencies (82%), and the visibility of police in neighborhoods (75%). Satisfaction ratings for police services saw notable upward trends, from 2013 to 2019, in three separate areas: Police Department response to emergencies (7%), the overall professionalism of police employees (4%), and efforts to prevent crime (3%). Police services that respondents indicated they think are most important for the City to provide, based on the sum of their top three choices, were: efforts to prevent crime (74%), visibility of police in neighborhoods (70%), and Police Department response to emergencies (69%).



Fire and Emergency Medical Services. The highest levels of satisfaction with fire and Emergency Medical Services (EMS), based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall quality of local fire protection (89%), the overall quality of ambulance service (85%), and how quickly the fire department responds to emergencies (83%). Top fire and Emergency Medical Services items that residents think are the most important services for the City to provide, based on the sum of respondents top two choices, were: how quickly the fire department responds to emergencies (64%), the overall quality of local fire protection (52%), and the overall quality of ambulance service (43%).

Page iii

Executive Summary Report

2013 (86%) to 2019 (89%). The ranking for the overall quality of programs designed to connect citizens with the City trended upward 3% from 60% in 2013 to 63% in 2019. The City of Lee’s Summit’s ranking for the quality of customer service received from employees ranked 24% above the national average (70% City of Lee’s Summit versus 45% the United States Average).

2019 City of Lee's Summit Citizen Survey Final Findings Report

Streets, Sidewalks, and Infrastructure. The highest levels of satisfaction with City streets, sidewalks, and infrastructure, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the maintenance and preservation of Downtown Lee’s Summit (87%), the overall cleanliness of City streets and public areas (77%), and snow removal on major City streets (74%). Satisfaction with the adequacy of shared use path/trail system has trended upward 7% from 53% in 2013 to 60% in 2019. Satisfaction with the maintenance and preservation of Downtown Lee’s Summit increased 5% from 82% in 2013 to 87% in 2019. Satisfaction with the maintenance and preservation of Downtown Lee’s Summit also ranked 25% above the national average (87% City of Lee’s Summit versus 62% the United States Average). Streets, sidewalks, and infrastructure items that respondents indicated they think are the most important for the City to provide, based on the sum of respondents top four choices, were: the quality of City streets (76%), snow removal on major City streets (53%), and snow removal on streets in neighborhoods (43%).



Code Enforcement. The highest levels of satisfaction with code enforcement items, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall appearance of the City (80%), enforcing maintenance of business property (57%), and enforcing sign regulations (55%). The lowest levels of satisfaction with code enforcement items, based upon the combined percentage of “dissatisfied” and “very dissatisfied” responses among residents who had an opinion, were: enforcing mowing of grass and weeds on private property (17%) and enforcing maintenance of residential property (19%). Satisfaction with the overall appearance of the City ranked 17% above the national average (80% City of Lee’s Summit versus 63% the United States Average). The top code enforcement services that residents indicated they think are the most important for the City to provide, based on the sum of respondents top three choices, were: enforcing cleanup of litter and debris (67%), the overall appearance of the City (61%), and enforcing maintenance of residential property (48%). o Respondents were questioned on how supportive they would be of the City moving toward a proactive code enforcement approach; twenty‐one percent (21%) of respondents indicated they were “very supportive,” 31% of respondents indicated they were “supportive,” 20% of respondents indicated they were “neutral,” 5% of respondents indicated they were “not supportive,” 2% indicated they were “not supportive at all,” and 21% of respondents indicated that they “don’t know.”



City Water Services. The highest levels of satisfaction with various aspects of City water services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the availability of account information (90%) and the reliability of water pressure in the home (87%). Satisfaction with the availability of account information trended upward 7% from 83% in 2013 to 90% in 2019.



Parks and Recreation Services. The highest levels of satisfaction with Parks and Recreation services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the number of City parks (88%), maintenance

Page iv

Executive Summary Report



2019 City of Lee's Summit Citizen Survey Final Findings Report



Communication. The highest levels of satisfaction with City communication, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the availability of information about City programs and services (66%), information provided on the City’s redesigned website (Cityofls.net) (55%), and the City’s efforts to keep residents informed about local issues (53%). Twenty percent (20%) of residents who had an opinion, based on the combined percentage of “dissatisfied” and “very dissatisfied” responses, indicated they were dissatisfied with the level of public involvement in local decision‐making. Satisfaction with the availability of information about City programs and services ranked 21% above the national average (66% City of Lee’s Summit versus 45% the United States Average). o The frequency in which respondent households watch the City’s government access cable channels (Channels 2, 7, 99, and/or 143) were: every day (1%), at least once per week (7%), at least once per month (11%), once or twice a year (10%), not at all (69%), and not provided (2%).



Customer Service. Respondents’ perception of the quality of customer service received from City employees, based upon the combined percentage of “always” and “usually” responses among residents who had an opinion, were: they were courteous and polite (92%), they gave prompt, accurate, and complete answers to questions (88%), they did what they said they would do in a timely manner (87%), and they helped resolve an issue to desired satisfaction (84%). Customer service items that respondents think are the most important services for the City to provide, based on the sum of respondents’ top two choices, were: they gave prompt, accurate, and complete answers to questions (54%) and they helped resolve an issue to the desired satisfaction (44%).

Page v

Executive Summary Report

of City parks (88%), Legacy Park Community Center (84%), and the number of playgrounds (81%). There were five Parks and Recreation services that had notable rating increases since 2013: the number of playgrounds (12%), miles of walking/biking trails (5%), Legacy Community Center (4%), Gamber Community Center (4%), and Harris Park Community Center (4%). Parks and Recreation services that respondents indicated they think are the most important for the City to provide, based on the sum of respondents top four choices, were: maintenance of City parks (66%), miles of walking/biking trails (33%), and youth athletic programs (28%).

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction ratings for the City of Lee’s Summit improved or stayed the same in 50 of the 91 areas that were assessed in both 2013 and 2019; 15 of these improvements were statistically significant (changes of 3% or more were significant). There were decreases in satisfaction ratings in 41 of the 91 areas that were assessed in both 2013 and 2019; 28 of these decreases were significant. The most notable changes in satisfaction from 2013 to 2019 are listed below and on the following page: Notable Trend Increases Between 2013 and 2019  Parks and Recreation Services: Number of playgrounds (+12%)  City Water Services: Availability of account information (+7%)  Police Services: Police Department response to emergencies (+6%)  Streets, Sidewalks, and Infrastructure: Adequacy of shared use path/trail system (+6%)  Parks and Recreation Services: Miles of walking/biking trails (+5%)  Streets, Sidewalks, and Infrastructure: Maintenance & preservation of Downtown Lee’s Summit (+5%) Notable Trend Decreases Between 2013 and 2019  Perceptions: How well City is managing growth (‐7%)  Fire and Emergency Medical Services: Number of fire stations (‐7%)  Communication: Information provided on City’s redesigned website (‐7%)  Communication: City efforts to keep you informed about local issues (‐8%)  Streets, Sidewalks, and Infrastructure: Snow removal on streets in your neighborhood (‐8%)  City Services: Overall maintenance of streets, municipal buildings & facilities (‐10%)  Communication: Programming on LSTV, City’s government access cable channel (‐11%) The table at the top of the following page shows the most notable increases and decreases from 2013 to 2019 (notable trends are considered any increase or decrease of 3%).

Page vi

Executive Summary Report

Trend Analysis

2019 City of Lee's Summit Citizen Survey Final Findings Report

Executive Summary Report Page vii

2019 City of Lee's Summit Citizen Survey Final Findings Report

 The highest rated areas that respondents would most likely recommend the City of Lee’s Summit to a friend or colleague, based on the combined sum percentage of “very likely” and “likely” responses among residents who had an opinion, were: living in Lee’s Summit (89%) and visiting Lee’s Summit (87%).  Respondents were asked to indicate how safe they felt in various situations in the City, the situations in which residents felt most safe, based on the combined sum percentage of “very safe” and “safe” responses among residents who had an opinion, were: in your neighborhood during the day (97%), overall feeling of safety in Lee’s Summit (93%), and traveling on City streets (90%).

 Of the residents that responded to the survey, thirty‐eight percent (38%) receive their water by District 13 or the Cass County District, 43% do not, and 19% did not provide this information.  The highest rated methods in which respondents use as their sources to get information about the City of Lee’s Summit were: Lee’s Summit Illustrated, Parks and Recreation program/activity guide (74%), City publications (59%), and social media (49%). The most preferred methods, as indicated by respondent households and based on the sum of their top four choices, were: Lee’s Summit Illustrated Parks and Recreation program/activity guide (56%), City publications (42%), and social media (41%).

Page viii

Executive Summary Report

Additional Findings

2019 City of Lee's Summit Citizen Survey Final Findings Report

o Of the respondents who made contact with the City (54%) during the past year, the top four City departments respondents made contact with were: Parks and Recreation (18%), water utilities (10%), police (10%), and City Clerk (10%). o Of the respondents who made contact with the City (54%) during the past year, forty‐six percent (46%) indicated it was “very easy” to contact the person needed, 43% of respondents indicated it was “easy” to contact the person needed, 5% of respondent households indicated it was “difficult” to contact the person needed, 3% of respondents indicated it was “very difficult” to contact the person needed, and 4% of respondent households indicated “don’t know.”  Respondents’ level of opinion on the rate of building various types of development, based on “not enough” responses among residents who had an opinion, were: retail development (21%), industrial development (21%), office development (19%), single‐family residential development (14%), and multi‐family residential development (7%). The highest level of opinion on the rate of building various types of development, based on “about right” responses among residents who had an opinion, were: office development (74%) and single‐family residential development (72%). Forty‐three percent (43%) of respondents believe the rate of multi‐family residential development is “too much.” o The highest level of support for development incentives, based on the combined percentage of “very supportive” and “supportive” responses among residents who had an opinion, were: retail development (56%), office development (50%), and industrial development (48%). o Sixty‐one percent (61%) of respondents are “very supportive” (24%) and “supportive” (37%) of the City of Lee’s Summit becoming more aggressive with attracting commercial development. Nineteen percent of respondents are “neutral,” 9% of respondents are “not supportive,” 5% of respondents are “not supportive at all,” and 6% of respondents “don’t know.” o Forty‐six percent (46%) of respondents are “very supportive” (17%) and “supportive” (29%) of the City of Lee’s Summit dedicating an economic development fund for activities or programs targeting commercial development.

Twenty‐five percent (25%) of respondents are “neutral,” 13% of respondents are “not supportive,” 8% of respondents are “not supportive at all,” and 9% of respondents “don’t know.”

Page ix

Executive Summary Report

 Fifty‐four percent (54%) of respondent households indicated they have had contact with the City of Lee’s Summit during the past year.

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction ratings for the City of Lee’s Summit rated above the U.S. average in 49 of the 54 areas that were assessed. The City of Lee’s Summit rated significantly higher than the U.S. average (difference of 5% or more) in all 44 of these areas. Listed below are the comparisons between the City of Lee’s Summit and the U.S. average:

Page x

Executive Summary Report

How the City of Lee’s Summit Compares to Other Communities Nationally

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction ratings for the City of Lee’s Summit rated above the average for communities in the Kansas City Metropolitan Region 42 of the 54 areas that were assessed. The City of Lee’s Summit rated significantly higher than the Kansas City Metropolitan average (difference of 5% or more) in all 30 of these areas. Listed below are the comparisons between the City of Lee’s Summit and the average for the Kansas City Metropolitan Region:

Page xi

Executive Summary Report

How the City of Lee’s Summit Compares to Other Communities in the Kansas City Metropolitan

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction ratings for the City of Lee’s Summit rated above the average for communities in the Kansas City Metropolitan Region 37 of the 54 areas that were assessed. The City of Lee’s Summit rated significantly higher than the Selected Kansas City Metropolitan Communities’ average (difference of 5% or more) in all 25 of these areas. Listed below are the comparisons between the City of Lee’s Summit and the average for the Selected Kansas City Metropolitan Communities:

Page xii

Executive Summary Report

How the City of Lee’s Summit Compares to Selected Kansas City Metropolitan Communities

2019 City of Lee's Summit Citizen Survey Final Findings Report

Recommended Priorities for the Next Two Years. In order to help the City 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 City 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 City services over the next two years. If the City wants to improve its overall satisfaction rating, the City should prioritize investments in services with the highest Importance Satisfaction (I‐S) ratings. Details regarding the methodology for the analysis are provided in Section 3 of this report.

Overall Priorities for City Services and Initiatives. This analysis reviewed the importance of and satisfaction with City services and Initiatives. This analysis was conducted to help set the overall priorities for the City. Based on the results of this analysis, the major services and initiatives that are recommended as the top priorities for investment over the next two years to raise the City’s overall satisfaction rating are listed below: o o o

Overall maintenance of streets, municipal buildings & facilities (IS=0.2452) Overall flow of traffic & congestion management (IS=0.1092) Overall quality of police services (IS=0.1089)

The table below shows the importance‐satisfaction rating for 12 of the 15 major categories of City services and initiatives that were rated.

Page xiii

Executive Summary Report

Investment Priorities

2019 City of Lee's Summit Citizen Survey Final Findings Report

Section 1 Charts and Graphs

Page 1

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Charts and Graphs of Overall Results (Including Trends)

…helping organizations make better decisions since 1982

Page 2

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. Satisfaction with Perceptions of the Community by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Overall quality of life in Lee's Summit

39%

Overall quality of services provided by City

51%

22%

Overall image of City government

15%

Overall value you receive for your City tax & fees

15%

How well City is managing growth

14%

0%

8%

56%

15%

53%

26%

48%

10%

20%

Very Satisfied

30% Satisfied

40%

50% Neutral

60%

70%

Dissatisfied

11%

80%

2%

5%

9%

24%

0.1%

6%

26%

48%

2%

90%

1%

2%

4%

100%

Very Dissatisfied

Page 3

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q1. Satisfaction with Perceptions of the Community by percentage of respondents who rated the item as a 4 or 5 on a 5‐point scale (excluding “don’t know”)

90% Overall quality of life in Lee's Summit

90% 83%

78% Overall quality of services provided by City

83% 71%

68% Overall image of City government

72% 56%

63% Overall value you receive for your City tax & fees

62% 50%

62% How well City is managing growth

68% 46% 0%

10%

20%

30%

40% 2019

50% 2013

60%

70%

80%

90%

100%

2004

Page 4

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q2. Satisfaction with City Leadership by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Overall effectiveness of City manager & staff

Overall leadership quality of City elected officials

9%

Overall effectiveness of boards & commissions

9%

0%

Very Satisfied

30% Satisfied

8%

40%

41%

20%

9%

34%

46%

10%

6%

35%

45%

12%

40%

50% Neutral

60%

70%

Dissatisfied

80%

90%

3%

2%

2%

100%

Very Dissatisfied

Page 5

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q2. Satisfaction with City Leadership by percentage of respondents who rated the item as a 4 or 5 on a 5‐point scale (excluding “don’t know”)

57% Overall effectiveness of City manager & staff

60% 56%

55% Overall leadership quality of City elected officials

60% 57%

50% Overall effectiveness of boards & commissions

54% 49%

0%

10%

20% 2019

30%

40% 2013

50%

60%

70%

2004

Page 6

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q3. Satisfaction with City Growth by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Rate of growth in Lee's Summit

Quality of business growth

Quality of residential growth

0%

10%

20%

Very Satisfied

30% Satisfied

40%

10%

24%

50%

13%

14%

20%

49%

15%

8%

24%

52%

13%

50% Neutral

60%

70% Dissatisfied

80%

90%

3%

3%

3%

100%

Very Dissatisfied

Page 7

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q3. Satisfaction with City Growth by percentage of respondents who rated the item as a 4 or 5 on a 5‐point scale (excluding “don’t know”)

65% Rate of growth in Lee's Summit

71% 59%

64% Quality of business growth

69% 63%

63% Quality of residential growth

59% 62%

0%

10%

20%

30% 2019

40% 2013

50%

60%

70%

80%

2004

Page 8

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q4. How Likely Respondent Household’s Would Recommend the City in the Following Areas by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Living in Lee's Summit

Visiting Lee's Summit

10%

20%

Very Likely

14%

39%

42%

0%

11%

38%

49%

Conducting business in Lee's Summit

7% 3%

38%

51%

30% Likely

40%

50% Neutral

60%

70% Not Likely

80%

90%

1%

3%

1%

4%

1%

100%

Not Likely At All

Page 9

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q4. How Likely Respondent Household’s Would Recommend the City in the Following Areas by percentage of respondents who rated the item as a 4 or 5 on a 5‐point scale (excluding “don’t know”)

90% Living in Lee's Summit

89% Not asked in 2004

86% Visiting Lee's Summit

Not asked in 2013 and 2004

81% Conducting business in Lee's Summit

79% Not asked in 2004

0%

10%

20%

30%

40% 2019

50% 2013

60%

70%

80%

90%

100%

2004

Page 10

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. Satisfaction with the Quality of City Services by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Overall quality of fire & emergency medical services

47%

44%

Overall quality of parks & recreation programs & facilities

48%

41%

Overall quality of police services

8% 8%

0.4%

3%

1%

10%

49%

38%

1%

3%

1%

Overall quality of water services

21%

57%

17%

4% 1%

Overall quality of sanitary sewer services

21%

57%

19%

2%1%

Overall quality of customer service received from employees

21%

Overall quality of communication

19%

Overall quality of programs designed to connect citizens with City

21%

Overall quality of City's stormwater runoff/stormwater management system

14%

42%

Overall quality of new commercial development

13%

43%

10%

20%

Very Satisfied

30%

4%

1%

7%

15%

31%

4%

6% 10%

44%

Satisfied

50% Neutral

60%

70%

Dissatisfied

3% 3%1%

8%

39% 40%

3% 2%1%

16%

22%

1%

5% 2%

39%

37%

13%

2%

29%

36%

17%

0%

33%

23%

Overall maintenance of streets, municipal buildings & facilities

Overall enforcement of private property/building maintenance ordinances

42%

46%

11%

Overall quality of municipal court

28%

42%

17%

Overall flow of traffic & congestion management

46%

48%

14%

Overall quality of public safety education programs

27%

49%

80%

90%

3%

100%

Very Dissatisfied

Page 11

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q5. Satisfaction with the Quality of City Services by percentage of respondents who rated the item as a 4 or 5 on a 5‐point scale (excluding “don’t know”)

Overall quality of fire & emergency medical services

90% 92%

Not asked in 2004

Overall quality of parks & recreation programs & facilities

81%

86% 86% 84%

Overall quality of police services Overall quality of water services Overall quality of sanitary sewer (wastewater) services

72%

70% 73% 71% 65% 66% 64% 63% 60%

Overall quality of communication Not asked in 2004

Overall quality of City's stormwater runoff/stormwater management system

48%

Overall flow of traffic & congestion management

62% 59% 58% 63% 60% 58% 57%

Overall quality of public safety education programs 32%

57%

Overall maintenance of streets, municipal buildings & facilities Overall quality of new commercial development

78% 78% 77% 77%

Not asked in 2004

Overall quality of customer service received from employees

Overall quality of programs designed to connect citizens with City

89% 86%

34%

67%

56% 57%

Not asked in 2004

53% 57% 52% 50% 55% 58%

Overall quality of municipal court Overall enforcement of private property/building maintenance ordinances 0%

10%

20%

30%

40% 2019

50% 2013

60%

70%

80%

90%

100%

2004

Page 12

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q6. City Service Items Respondents Think are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top four choices

Overall quality of police services

80% 74%

Overall quality of fire & emergency medical services Overall maintenance of streets, municipal buildings & facilities

57%

Overall quality of water services

30%

Overall quality of parks & recreation programs & facilities

29%

Overall flow of traffic & congestion management

26%

Overall quality of new commercial development

15%

Overall quality of sanitary sewer services

12%

Overall enforcement of private property/building maintenance ordinances

10%

Overall quality of communication

9%

Overall quality of City's stormwater runoff/stormwater management system

8%

Overall quality of public safety education programs

5%

Overall quality of customer service received from employees

5%

Overall quality of programs designed to connect citizens with City

4% 3%

Overall quality of municipal court 0%

10%

20%

Most Important

30%

40%

2nd Most Important

50%

60%

3rd Most Important

70%

80%

90%

4th Most Important

Page 13

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. Satisfaction with Police Services by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Overall professionalism of police employees

44%

40%

Police Department response to emergencies

44%

38%

Visibility of police in neighborhoods

26%

Visibility of police in business districts

25%

Efforts to prevent crime

24%

Quality of animal control

0%

10% Very Satisfied

Satisfied

Neutral

50%

8%

60% Dissatisfied

70%

80%

0.3%

1%

4%

1%

4% 1%

3% 1%

26%

44%

40%

2%

22%

49%

30%

15%

22%

50%

20%

3% 1%

16%

49%

25%

12%

90%

100%

Very Dissatisfied

Page 14

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q7. Satisfaction with Police Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

84% Overall professionalism of police employees

80% Not asked in 2004

83% Police Department response to emergencies

76% 72%

75% Visibility of police in neighborhoods

75% 61%

74% Visibility of police in business districts

73% 53%

73% Efforts to prevent crime

70% 65%

69% Quality of animal control

67% 63% 0%

10%

20%

30% 2019

40%

50% 2013

60%

70%

80%

90%

2004

Page 15

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q8. Police Services Residents Think Are Most Important for City to Provide by percentage of respondents who selected the item as one of their top three choices

Efforts to prevent crime

74%

Visibility of police in neighborhoods

70%

Police Department response to emergencies

69%

Overall professionalism of police employees

34%

Visibility of police in business districts

30%

Quality of animal control

7% 0%

10%

20% Most Important

30%

40% 2nd Most Important

50%

60%

70%

80%

3rd Most Important

Page 16

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. Satisfaction with Fire and Emergency Medical Services by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Overall quality of local fire protection

43%

Overall quality of ambulance service

42%

How quickly fire department responds to emergencies

46%

43%

40%

Visibility of fire department personnel

26%

Efforts to enhance fire prevention

26%

0%

10%

14%

43%

34%

Number of fire stations

10%

16%

46%

19%

51%

19%

43%

20%

Very Satisfied

30% Satisfied

40%

50% Neutral

29%

60%

70%

Dissatisfied

80%

0.3%

0.4%

1%

1%

4%

2%

90%

100%

Very Dissatisfied

Page 17

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q9. Satisfaction with Fire and Emergency Medical Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

90% Overall quality of local fire protection

92% 89%

86% Overall quality of ambulance service

88% 74%

83% How quickly fire department responds to emergencies

86% 82%

81% Visibility of fire department personnel

82% 74%

77% Number of fire stations

84% 81%

68% Efforts to enhance fire prevention

68% 71% 0%

10%

20%

30%

40% 2019

50% 2013

60%

70%

80%

90%

100%

2004

Page 18

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q10. Fire and Emergency Medical Services Residents Think Are the Most Important Services for the City to Provide by percentage of respondents who selected the item as one of their top two choices

64%

How quickly fire department responds to emergencies

Overall quality of local fire protection

52%

Overall quality of ambulance service

43%

Efforts to enhance fire prevention

11%

Number of fire stations

10%

2%

Visibility of fire department personnel 0%

10%

20%

30% Most Important

40%

50%

60%

70%

2nd Most Important

Page 19

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. The Feeling of Safety Residents Have In Various Situations in the City by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

In your neighborhood during the day

Overall feeling of safety in Lee's Summit

38%

Traveling on City streets

39%

In other public areas in Lee's Summit

44%

10%

20% Very Safe

30%

40% Safe

50% Neutral

60% Unsafe

70%

80%

2%

0.3%

1%

1%

13%

1%

13%

41%

1%

13%

12%

45%

34%

11% 0%

8%

55%

38%

In City parks at night

6%

51%

43%

In your neighborhood at night

0.0%

55%

31%

In City parks during the day

3%1%

36%

61%

90%

0.0%

5%

0.2%

2%

100%

Very Unsafe

Page 20

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q11. The Feeling of Safety Residents Have In Various Situations in the City by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

96%

In your neighborhood during the day

96% 94%

93%

Overall feeling of safety in Lee's Summit

92% 88%

90%

Traveling on City streets

91% Not asked in 2004

87%

In other public areas in Lee's Summit

87% 80%

86%

In City parks during the day

86% 81%

83%

In your neighborhood at night

88% 84%

45%

In City parks at night

44% 42% 0%

10%

20%

30%

40% 2019

50% 2013

60%

70%

80%

90%

100%

2004

Page 21

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. Satisfaction with Streets, Sidewalks, and Infrastructure by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Maintenance & preservation of Downtown Lee's Summit

37%

Overall cleanliness of City streets & public areas

50%

17%

Snow removal on major City streets

60%

21%

Maintenance of City traffic signals/street signs

14%

Adequacy of shared use path/trail system

13%

Quality of sidewalks

9%

45%

10%

51%

Adequacy of bicycling accommodations

12%

Snow removal on streets in your neighborhood

13%

0%

20%

Very Satisfied

5%

2%

16%

4%

26%

16%

3%

42%

30%

14%

4%

37%

36% 15%

18% 10%

2%

6% 3%

22%

33%

8%

8%

31%

2%

4%

9%

28%

46%

2%1%

6%

16%

51%

8%

Adequacy of public transportation system

13%

59%

Quality of City streets (excluding MoDOT highways)

Adequacy of sidewalks

15%

53%

15%

Maintenance of stormwater drainage system

11%

22%

42% 30% Satisfied

40%

50% Neutral

10% 18% 23%

60%

70%

Dissatisfied

5%

80%

9% 90%

100%

Very Dissatisfied

Page 22

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q12. Satisfaction with Streets, Sidewalks, and Infrastructure by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

Maintenance & preservation of Downtown Lee's Summit

77%

Overall cleanliness of City streets & public areas

71%

Snow removal on major City streets

64%

Maintenance of City traffic signals/street signs

Not asked in 2004

Quality of sidewalks

Not asked in 2013 and 2004

Adequacy of sidewalks Adequacy of bicycling accommodations Snow removal on streets in your neighborhood *44% in 2008

Adequacy of public transportation system

59% 54% 52% 51%

Not asked in 2004

49% 47%

Not asked in 2004

46%

Not asked in 2004 26%

Not asked in 2004 0%

10%

74% 72%

60%

53%

Not asked in 2013 and 2004

81%

64% 66%

47%

Quality of City streets

87%

74% 72%

63%

Maintenance of stormwater drainage system Adequacy of shared use path/trail system

82%

73%

20%

54%

32%

30%

40% 2019

50% 2013

60%

70%

80%

90%

100%

2004

Page 23

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q13. Streets, Sidewalks, and Infrastructure Items Respondents Think are the Most Important for the City to Provide by percentage of respondents who selected the item as one of their top four choices

Quality of City streets

76%

Snow removal on major City streets

53%

Snow removal on streets in your neighborhood

43%

Maintenance of City traffic signals/street signs

39%

Overall cleanliness of City streets & public areas

37%

Maintenance & preservation of Downtown Lee's Summit

27%

Quality of sidewalks

26%

Maintenance of stormwater drainage system

24%

Adequacy of sidewalks

15%

Adequacy of public transportation system

11%

Adequacy of shared use path/trail system

7%

Adequacy of bicycling accommodations

7% 0%

10%

20%

Most Important

30%

40%

2nd Most Important

50%

60%

3rd Most Important

70%

80%

90%

4th Most Important

Page 24

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. Satisfaction with Code Enforcement by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Overall appearance of City

5%

15%

59%

21%

Enforcing maintenance of business property

10%

47%

34%

7%

Enforcing sign regulations

10%

45%

37%

5%

Enforcing cleanup of litter & debris

Enforcing maintenance of residential property

Enforcing mowing of grass & weeds on private property

0%

10%

20%

Very Satisfied

30% Satisfied

15%

32%

40%

9%

13%

34%

42%

8%

12%

30%

45%

9%

40%

50% Neutral

60%

70%

Dissatisfied

80%

90%

0.3%

2%

3%

3%

4%

4%

100%

Very Dissatisfied

Page 25

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q14. Satisfaction with Code Enforcement by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

80% Overall appearance of City

85% 76%

57% Enforcing maintenance of business property

60% 56%

56% Enforcing sign regulations

56% 54%

54% Enforcing cleanup of litter & debris

60% 54%

50% Enforcing maintenance of residential property

50% 46%

49% Enforcing mowing of grass & weeds on private property

50% 49% 0%

10%

20%

30% 2019

40%

50% 2013

60%

70%

80%

90%

2004

Page 26

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q15. Code Enforcement Services Residents Think Are Important for the City to Provide by percentage of respondents who selected the item as one of their top three choices

Enforcing cleanup of litter & debris

67%

Overall appearance of City

61%

Enforcing maintenance of residential property

48%

Enforcing mowing of grass & weeds on private property

41%

Enforcing maintenance of business property

37%

Enforcing sign regulations

15% 0%

10%

20%

Most Important

30%

40% 2nd Most Important

50%

60%

70%

80%

3rd Most Important

Page 27

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q16. How supportive would you be of the City of Lee's Summit moving toward a proactive code enforcement approach? by percentage of respondents

Don't Know 21% Not Supportive At All 2% Not Supportive 5% Neutral 20%

Very Supportive 21%

Supportive 31%

Page 28

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q17. Is your water provided by district 13 or Cass County district three? by percentage of respondents

Not Provided 19% Yes 38%

No 43%

Page 29

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q17a. Satisfaction with the Following Aspects of City Water Services by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Availability of account information

38%

Reliability of water pressure in your home

53%

41%

Overall quality of customer service

46%

37%

0%

10%

20%

Very Satisfied

7%

7%

46%

30% Satisfied

40%

50% Neutral

60%

70% Dissatisfied

80%

2%

5%

0.3%

1%

15%

2%

90%

100%

0.0%

Very Dissatisfied

Page 30

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q17a. Satisfaction with the Following Aspects of City Water Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

90% Availability of account information

83% Not asked in 2004

87% Reliability of water pressure in your home

89% 84%

83% Overall quality of customer service

82% Not asked in 2004

0%

10%

20%

30%

40% 2019

50% 2013

60%

70% 2004

80%

90%

100%

Page 31

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. Satisfaction with Parks and Recreation Services by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Number of City parks

46%

42%

Maintenance of City parks

56%

32%

Legacy Park Community Center Number of playgrounds

35%

Legacy Park youth sports fields

37%

Miles of walking/biking trails Gamber Community Center Harris Park Community Center

1%

1%

0.4%

3%

42%

19%

2%

1%

0.3%

17%

4%

21%

1%

1%

0.4%

23%

43%

32%

1%

17%

43%

34%

11%

0.4%

46% 46%

33%

2%

15%

43%

41%

10%

1%

0.1%

Lee's Summit Parks & Recreation Board

27%

Youth athletic programs

26%

46%

26%

2%1%

Hartman Park Sports Area

28%

42%

29%

1%

Other recreation programs, such as classes & summer camps Legacy Park Amphitheater Ease of registering for programs

45%

24%

Adult athletic programs

46%

22%

Summit Ice Youth sports practice areas Fees charged for activities 0%

10%

20%

Very Satisfied

30% Satisfied

40%

1% 1%

28%

3%1%

29%

2% 1%

4%

50% Neutral

60%

70%

Dissatisfied

0.2%

1%

1%

6% 4%

29%

42%

19%

4% 1%

29%

43%

24%

1%

30%

40%

29%

2%

30%

39%

30%

0.2%

26%

42%

27%

2%1%

28%

45%

24%

Summit Waves

23%

47%

80%

90%

100%

Very Dissatisfied

Page 32

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q18. Satisfaction with Parks and Recreation Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

88%

Number of City parks

86%

75%

87%

Maintenance of City parks Legacy Park Community Center

Miles of walking/biking trails Gamber Community Center Harris Park Community Center Lee's Summit Parks & Recreation Board

63%

79%

78%

Not asked in 2004

73%

Not asked in 2004

71%

Not asked in 2004

77%

75%

74%

72%

Not asked in 2004

72%

70% 70%

70%

69%

Not asked in 2004

69%

69% 68%

Summit Waves

Not asked in 2013 and 2004

Legacy Park Amphitheater

Not asked in 2013 and 2004

69% 69% 69%

Ease of registering for programs

67% 70%

68%

Adult athletic programs

Youth sports practice areas

78%

73%

Not asked in 2004

Other recreation programs, such as classes & summer camps

Summit Ice

84%

80%

68%

Youth athletic programs Hartman Park Sports Area

80%

70%

Number of playgrounds Legacy Park youth sports fields

85%

80%

66%

61%

68%

Not asked in 2013 and 2004

66%

65%

Not asked in 2004

61%

Fees charged for activities

60% 59%

0%

10%

20%

30% 2019

40%

50% 2013

60%

70%

80%

90%

100%

2004

Page 33

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q19. Parks and Recreation Services Residents Think Are the Most Important Services for the City to Provide by percentage of respondents who selected the item as one of their top four choices

Maintenance of City parks Miles of walking/biking trails Youth athletic programs Number of City parks Number of playgrounds Fees charged for activities Lee's Summit Parks & Recreation Board Legacy Park Community Center Other recreation programs, such as classes & summer camps Legacy Park youth sports fields Youth sports practice areas Gamber Community Center Adult athletic programs Ease of registering for programs Summit Waves Legacy Park Amphitheater Summit Ice Harris Park Community Center Hartman Park Sports Area

66% 33% 28% 24% 23% 19% 18% 17% 15% 12% 11% 9% 9% 9% 7% 5% 3% 2% 1% 0%

10% Most Important

20%

30%

2nd Most Important

40%

50%

3rd Most Important

60%

70%

4th Most Important

Page 34

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q20. Please CHECK ALL of the following sources of information you CURRENTLY USE to get information about the City of Lee's Summit. by percentage of respondents (multiple choices could be selected)

Lee's Summit Illustrated, Parks & Recreation program/activity guide

74%

City publications (e.g. brochures, water report, election info)

59%

Social media (Facebook, Twitter, Instagram)

49%

Broadcast news television

46%

City redesigned website (Cityofls.net)

37%

Newspaper

28%

Special message section on water bill & water bill inserts

22%

NextDoor

21%

Community Counts Newsletter

17%

E‐newsletters such as City Portal, Council Debrief & Friends of Parks

15%

Radio

14%

Digital billboards

14%

LSTV‐Government cable channel (channels 2, 7, 99, or 143)

13%

Public meetings

8%

Video on City's website

6%

YouTube

2%

Alexa Flash Briefing

4%

Other

5% 0%

10%

20%

30%

40%

50%

60%

70%

80%

Page 35

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q21. Respondents’ Most Preferred Method to Get Information About the City by percentage of respondents who selected the item as one of their top four choices

Lee's Summit Illustrated, Parks & Recreation program/activity guide

56%

City publications (e.g. brochures, water report, election info)

42%

Social media (Facebook, Twitter, Instagram)

41%

City redesigned website (Cityofls.net)

32%

Broadcast news television

29%

Newspaper

17%

NextDoor

13%

Special message section on water bill & water bill inserts

12%

E‐newsletters such as City Portal, Council Debrief & Friends of Parks

12%

Community Counts Newsletter

12%

LSTV‐Government cable channel (channels 2, 7, 99, or 143)

9%

Radio

9%

Digital billboards

8%

Public meetings

6%

Video on City's website

4%

Other

4% 3%

Alexa Flash Briefing YouTube

1% 0%

10% Most Preferred

20% 2nd Most Preferred

30%

40% 3rd Most Preferred

50%

60%

4th Most Preferred

Page 36

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. Satisfaction with City Communication by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Availability of information about City programs & services

16%

50%

Information provided on City's redesigned website (Cityofls.net)

12%

43%

City efforts to keep you informed about local issues

13%

40%

Programming on LSTV, City's government access cable channel

11%

Level of public involvement in local decision‐making

7%

0%

28%

41%

32%

30%

10%

20%

Very Satisfied

3%1%

33%

10% 4%

52%

3%2%

43%

30% Satisfied

5% 2%

40%

50% Neutral

60%

15%

70%

Dissatisfied

80%

90%

5%

100%

Very Dissatisfied

Page 37

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q22. Satisfaction with City Communication by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

66% Availability of information about City programs & services

71% 70%

55% Information provided on City's redesigned website (Cityofls.net)

62% Not asked in 2004

53% City efforts to keep you informed about local issues

61% 64%

43% Programming on LSTV, City's government access cable channel

54% Not asked in 2004

38% Level of public involvement in local decision‐making

43% 43% 0%

10%

20%

30% 2019

40% 2013

50%

60%

70%

80%

2004

Page 38

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q23. Approximately how often do you watch the City's government access cable channels (Channels 2, 7, 99 or 143)? by percentage of respondents

Not provided 2%

Every day 1%

At least once per week 7% At least once per month 11%

Once or twice a year 10% Not at all 69%

Page 39

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24. Have you had any contact with the City of Lee's Summit during the past year? by percentage of respondents

No 46%

Yes 54%

Page 40

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24a. Which City department did you contact most recently? by percentage of respondents (excluding “not provided”)

Parks & Recreation

18%

Water Utilities

10%

Police

10%

City Clerk

10%

Animal Control

8%

Codes Enforcement

8%

Administration

6%

Finance/Treasury

6%

Public Works Operations (Streets)

5%

Planning & Development

5%

Solid Waste & Environment

3%

Fire

3%

Municipal Court

2%

Airport

2%

Public Works‐Admin & Engineering

2%

Law

1%

Human Resources

1%

Information Technology (IT) Services

0.4% 0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

20%

Page 41

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24b. How easy was it to contact the person you needed to reach? by percentage of respondents

Very difficult 3% Difficult 5%

Don't know 4%

Very easy 46% Easy 43%

Page 42

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24c. Respondents’ Perception of the Quality of Customer Service Received from City Employees by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

They were courteous & polite

63%

29%

6%

They gave prompt, accurate, & complete answers to questions

57%

31%

8%

They did what they said they would do in a timely manner

58%

29%

8%

They helped resolve an issue to your satisfaction

53%

0%

10% Always

20%

30% Usually

31%

40%

50% Sometimes

60%

70% Seldom

8%

80%

3%

90%

3%

0.2%

2%2%

2%3%

6%

100%

Never

Page 43

2019 City of Lee's Summit Citizen Survey Final Findings Report

TRENDS (2019 vs. 2013 vs. 2004): Q24c. Respondents’ Perception of the Quality of Customer Service Received from City Employees by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale (excluding “don’t know”)

91% They were courteous & polite

92% 85%

88% They gave prompt, accurate, & complete answers to questions

87% 70%

87% They did what they said they would do in a timely manner

86% 72%

83% They helped resolve an issue to your satisfaction

82% 68% 0%

10%

20%

30% 2019

40%

50% 2013

60%

70%

80%

90%

100%

2004

Page 44

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24d. Customer Service Items Respondents Think are the Most Important Services for the City to Provide by percentage of respondents who selected the item as one of their top two choices

They gave prompt, accurate, & complete answers to questions

54%

They helped resolve an issue to your satisfaction

44%

They were courteous & polite

41%

They did what they said they would do in a timely manner

37%

0%

10%

20% Most Important

30%

40%

50%

60%

2nd Most Important

Page 45

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q25. Level of Opinion on the Rate of Type of Development for Various Types of Areas by percentage of respondents who rated the item as a 1 to 3 on a 3‐point scale (excluding “don’t know”)

Retail development

Industrial development

8%

Office development

8%

Single‐family residential development

21%

66%

13%

21%

71%

19%

74%

Multi‐family residential development

14%

72%

13%

0%

10%

20%

7%

50%

43%

30% Too Much

40%

50% About Right

60%

70%

80%

90%

100%

Not Enough

Page 46

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q26. Level of Support for Development Incentives by percentage of respondents who rated the item as a 1 to 5 on a 5‐point scale (excluding “don’t know”)

Retail development

16%

Office development

16%

40%

34%

Industrial development

13%

35%

Single‐family residential development

14%

32%

Multi‐family residential development

5%

0%

27%

16%

10%

35%

34%

20%

Very Supportive

30% Supportive

50% Neutral

60%

9%

6%

13%

27%

40%

7%

12%

32%

29%

10%

7%

10%

24%

70%

Not Supportive

80%

90%

100%

Not Supportive At All

Page 47

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q27. How supportive would you be of the City of Lee's Summit becoming more aggressive with attracting commercial development? by percentage of respondents

Not Supportive At All 5%

Don't Know 6%

Not Supportive 9%

Very Supportive 24%

Neutral 19% Supportive 37%

Page 48

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q28. How supportive would you be of the City of Lee's Summit dedicating an economic development fund for activities or programs targeting commercial development? by percentage of respondents

Don't Know 9% Not Supportive At All 8% Very Supportive 17% Not Supportive 13% Supportive 29% Neutral 25%

Page 49

2019 City of Lee's Summit Citizen Survey Final Findings Report

Demographics

Page 50

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q29. What is your age? by percentage of respondents (excluding “not provided”)

18‐34 years 21%

65+ years 21%

55‐64 years 20%

35‐44 years 19% 45‐54 years 19%

Page 51

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q30. Including yourself, how many people regularly live in your household? by percentage of respondents (excluding “not provided”)

Six 2%

Five 7%

Seven or more 0.4%

One 16%

Four 16%

Three 18%

Two 41%

Page 52

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q31. Including yourself, how many people in your household are... by percentage of respondents

Ages 75+ 6%

Under age 5 Ages 5‐9 5% 5%

Ages 10‐14 5%

Ages 65‐74 11% Ages 15‐19 8% Ages 20‐24 5%

Ages 55‐64 18%

Ages 25‐34 8% Ages 45‐54 17%

Ages 35‐44 10%

Page 53

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q32. Which of the following best describes your current employment status? by percentage of respondents (excluding “not provided”)

Not currently employed Student Employed in the outside the home 1% 4% home/have a home‐ based business 7%

Employed outside the home 63%

Retired 26%

Page 54

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q32a. Where do you work? by percentage of respondents

Lee's Summit

32%

Kansas City, MO

26%

Johnson County, KS

14%

Elsewhere in Jackson County, MO

7%

Elsewhere in MO

6%

Independence, MO

5%

Elsewhere in KS

3%

Clay/Platte County, MO

1%

Not provided

5% 0%

5%

10%

15%

20%

25%

30%

35%

Page 55

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q33. Do you own or rent your current residence? by percentage of respondents (excluding “not provided”)

Rent 15%

Own 85%

Page 56

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q34. Approximately how many years have you lived in the City of Lee's Summit? by percentage of respondents (excluding “not provided”)

31+ years 19%

0‐5 years 20%

6‐10 years 10% 21‐30 years 24% 11‐15 years 13% 16‐20 years 14%

Page 57

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q35. What is your total annual household income? by percentage of respondents

Not provided Under $40K 9% 9%

$40K to $79,999 22% $120K+ 34%

$80K to $119,999 27%

Page 58

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q36. Approximately how much have you or other members of your household spent on internet purchases during the past week? by percentage of respondents

40% 37% 35% 30% 25% 20% 14%

15%

15% 12%

11% 10% 6% 5%

3%

2%

2%

0% Less than $20

$21‐$50

$51‐$100

$101‐$200

$201‐$300

$301‐$400

$401‐$500

$501+

Not provided

Page 59

2019 City of Lee's Summit Citizen Survey Final Findings Report

Section 2 Benchmarking Analysis

Page 60

2019 City of Lee's Summit Citizen Survey Final Findings Report

City of Lee’s Summit, Missouri 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. Most 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 fall of 2017 to a random sample of more than 4,000 residents across the United States and (2) a survey administered by ETC Institute in the summer of 2018 to over 350 residents living in Kansas and Missouri. Some of the Kansas and Missouri communities represented in this report include:                

Atchison, KS Blue Springs, MO Coffeyville, KS Columbia, MO Edgerton, KS Gardner, KS Gladstone, MO Grain Valley, MO Harrisonville, MO Independence, MO Johnson County, KS Kansas City, MO Lawrence, KS Lenexa, KS Merriam, KS Mission, KS

               

North Kansas City, MO Olathe, KS Overland Park, KS Platte City, MO Prairie Village, KS Raymore, MO Riverside, MO Roeland Park, KS Rolla, MO Shawnee, KS Spring Hill, KS Springfield, MO St. Joseph, MO Topeka, KS Warrensburg, MO Wyandotte County, KS

National Benchmarks. The first set of charts on the following pages show how the overall results for Lee’s Summit compare to the national average based on the results of an annual survey that was administered by ETC Institute to a random sample of more than 2,000 U.S. residents. This set of charts also includes the average of eight selected KC metro communities, including: Blue Springs, Independence, Johnson County, Kansas City, Lenexa, Olathe, Overland Park, and Shawnee. Lastly, this set of charts includes the KC metro average taken from the 32 communities listed above.

The yellow bar represents the City of Lee’s Summit, the gray bar represents the Selected KC Metro communities (selected communities mentioned above), the orange bar represents the KC Metro, and the blue bar represents the national average.

Page 61

Benchmarking Analysis

Benchmarking Analysis

2019 City of Lee's Summit Citizen Survey Final Findings Report

Page 62

Benchmarking Analysis

Kansas City Metropolitan Benchmarks. The second set of charts show the highest, lowest, and average (mean) levels of satisfaction in the 32 communities listed above. The mean rating is shown as a vertical line, which indicates the average level of satisfaction for the metropolitan Kansas City area. The actual ratings for Lee’s Summit are listed to the right of each chart. The dot on each bar shows how the results for Lee’s Summit compare to the other communities in the Kansas City area where the DirectionFinder® survey has been administered.

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Benchmarking Comparisons Lee’s Summit vs. KC Metro vs. Selected KC Metro vs. United States …helping organizations make better decisions since 1982

Page 63

2019 City of Lee's Summit Citizen Survey Final Findings Report

National Benchmarks

Page 64

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. Satisfaction with Perceptions of the Community by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

90% 80%

Overall quality of life in Lee's Summit

75% 75%

78% 74%

Overall quality of services provided by City

71% 50%

63% 60%

Overall value you receive for your City tax & fees

54% 38%

62% 64%

How well City is managing growth

51% 47% 0%

10%

20%

Lee's Summit, MO

30%

40%

50%

Selected KC Metro

60%

70% KC Metro

80%

90%

100%

United States

Page 65

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q2. Satisfaction with City Leadership by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

57% 59% Overall effectiveness of City manager & staff 55% 39%

55% 55% Overall leadership quality of City elected officials 54% 39%

0%

10% Lee's Summit, MO

20%

30% Selected KC Metro

40%

50% KC Metro

60%

70%

United States

Page 66

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. Satisfaction with the Quality of City Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale 90%

Overall quality of fire & emergency medical services 76%

Overall quality of parks & recreation programs & facilities

80%

73%

63%

81% 78%

Overall quality of police services 70%

69% 66% 66%

Overall quality of sanitary sewer services

89% 86%

78%

62% 64% 64%

Overall quality of water services

93%

86%

77%

70%

68% 71%

Overall quality of customer service received from employees 45%

65%

61% 60%

Overall quality of communication 48%

62%

63% 62%

Overall quality of City's stormwater runoff/stormwater management system 56%

58%

Overall quality of public safety education programs 55%

74%

60%

58%

59% 58%

Overall flow of traffic & congestion management 52%

50%

Overall enforcement of private property/building maintenance ordinances

50% 54%

0%

10%

20%

Lee's Summit, MO

30%

40%

50%

Selected KC Metro

59%

60%

70% KC Metro

80%

90%

100%

United States

Page 67

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. Satisfaction with Police Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

83% 71% 72%

Police Department response to emergencies 64%

75% 61%

Visibility of police in neighborhoods

68% 59% 74% 63% 63% 60%

Visibility of police in business districts

73% 60% 63%

Efforts to prevent crime 54%

69% 60% 60% 58%

Quality of animal control

0%

10%

20%

Lee's Summit, MO

30%

40% Selected KC Metro

50%

60% KC Metro

70%

80%

90%

United States

Page 68

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. Satisfaction with Fire and Emergency Medical Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

90% 81%

Overall quality of local fire protection

87% 83%

86% 80%

Overall quality of ambulance service

84% 81%

83% 85%

How quickly fire department responds to emergencies

83% 82% 0%

10%

20%

Lee's Summit, MO

30%

40%

50%

Selected KC Metro

60%

70% KC Metro

80%

90%

100%

United States

Page 69

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. Satisfaction with Streets, Sidewalks, and Infrastructure by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

Maintenance & preservation of Downtown Lee's Summit

51%

87%

55% 62%

77%

Overall cleanliness of City streets & public areas

79%

71%

62%

74%

77% 77%

Snow removal on major City streets 59% 64%

Maintenance of City traffic signals/street signs

74% 72% 70%

59%

59% 59%

Quality of City streets 48% 49%

Quality of sidewalks

46%

46%

Snow removal on streets in your neighborhood 48%

26%

Adequacy of public transportation system 0%

10%

20%

Lee's Summit, MO

30%

40% 40%

40%

54% 53%

64% 60%

44%

50%

Selected KC Metro

60%

70% KC Metro

80%

90%

100%

United States

Page 70

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. Satisfaction with Code Enforcement by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

Overall appearance of City

55%

74%

80%

63%

57% 55%

Enforcing maintenance of business property

51% 51%

56% 58% 55% 53%

Enforcing sign regulations

44% 46% 43%

Enforcing cleanup of litter & debris

54%

50% 46% 44% 42%

Enforcing maintenance of residential property

Enforcing mowing of grass & weeds on private property 39% 0%

10%

20%

Lee's Summit, MO

30%

40% Selected KC Metro

49% 47% 47% 50%

60% KC Metro

70%

80%

90%

United States

Page 71

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. Satisfaction with Parks and Recreation Services by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

Number of City parks

79%

71%

66%

79% 77%

Maintenance of City parks 70% Miles of walking/biking trails

72%

58% 55% 61%

Youth athletic programs

69% Ease of registering for programs

60% 63%

Adult athletic programs

10%

20% Lee's Summit, MO

30%

40%

50%

Selected KC Metro

75%

68% 68%

52% 54% 0%

87%

78%

69%

62% 64%

88%

60%

70% KC Metro

80%

90%

100%

United States

Page 72

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. Satisfaction with City Communication by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

66% 66%

Availability of information about City programs & services

58% 45%

55% 60%

Information provided on City's redesigned website (Cityofls.net)

54% 60%

53% 61%

City efforts to keep you informed about local issues

56% 45%

43% 39% 38%

Programming on LSTV, City's government access cable channel

49%

38% 37% 39%

Level of public involvement in local decision‐making 32% 0%

10%

20%

Lee's Summit, MO

30% Selected KC Metro

40%

50% KC Metro

60%

70%

United States

Page 73

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24c. Respondents’ Perception of the Quality of Customer Service Received from City Employees by percentage of respondents who rated the item as a 4 to 5 on a 5‐point scale

91% 86% 84%

They were courteous & polite 69%

88% 75% 74%

They gave prompt, accurate, & complete answers to questions 58%

87% 73% 71%

They did what they said they would do in a timely manner 60%

83% 69% 69%

They helped resolve an issue to your satisfaction 51% 0%

10%

20%

Lee's Summit, MO

30%

40%

50%

Selected KC Metro

60%

70% KC Metro

80%

90%

100%

United States

Page 74

2019 City of Lee's Summit Citizen Survey Final Findings Report

Kansas City Metropolitan Benchmarks

Page 75

2019 City of Lee's Summit Citizen Survey Final Findings Report

Perceptions that Kansas City Area Residents Have of the City in Which They Live in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO

How well City is managing growth

Overall quality of services provided by City

Overall quality of life in Lee's Summit

0%

62%

76%

18%

Overall value you receive for your City tax & fees

Source: ETC Institute (2019)

23%

63%

82%

36%

91%

29% 20%

96% 40%

60%

78%

90%

80% 100%

LOW---------MEAN--------HIGH Page 76

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with City Leadership in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO

Overall leadership quality of City elected officials

32%

37%

Overall effectiveness of City manager & staff

0% Source: ETC Institute (2019)

20%

40%

60%

73%

55%

72%

57%

80%

100%

LOW---------MEAN--------HIGH Page 77

2019 City of Lee's Summit Citizen Survey Final Findings Report

Overall Satisfaction With City Services Provided

by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO Overall enforcement of private property/building maintenance ordinances

29%

Overall flow of traffic & congestion management

33% 47%

Overall quality of City's stormwater runoff/stormwater management system

32%

Overall quality of communication

80%

58%

81%

62%

82%

65%

34%

Overall quality of customer service received from employees

46%

Overall quality of sanitary sewer services

46%

90%

Overall quality of parks & recreation programs & facilities

48%

Overall quality of fire & emergency medical services

61% 20%

40%

78%

78%

39%

60%

80%

70% 77%

86%

49%

Overall quality of water services Overall quality of police services

58%

82%

Overall quality of public safety education program

0%

50%

70%

95%

86%

95%

89%

95%

90%

100%

LOW---------MEAN--------HIGH Source: ETC Institute (2019) Page 78

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with Police Services Provided by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO 36%

Quality of animal control

Efforts to prevent crime

21%

84%

35%

Visibility of police in neighborhoods

43%

Police Department response to emergencies

0% Source: ETC Institute (2019)

87%

42%

Visibility of police in business districts

20%

69%

72%

40%

60%

80%

73%

74%

90%

75%

89%

83%

100%

LOW---------MEAN--------HIGH Page 79

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with Fire and Emergency Medical Services Provided by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO How quickly fire department responds to emergencies

77%

66%

Overall quality of ambulance service

78%

Overall quality of local fire protection

0% Source: ETC Institute (2019)

20%

40%

60%

80%

92%

83%

92%

86%

96%

90%

100%

LOW---------MEAN--------HIGH Page 80

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with Streets, Sidewalks, and Infrastructure by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO 26%

Adequacy of public transportation system

52%

22%

Snow removal on streets in your neighborhood Quality of sidewalks Quality of City streets

87%

17%

90% 59%

21% 51%

91% 74%

47%

Snow removal on major City streets Overall cleanliness of City streets & public areas

30%

Maintenance & preservation of Downtown Lee's Summit

29%

0%

20%

46% 54%

79%

Maintenance of City traffic signals/street signs

Source: ETC Institute (2019)

26%

96%74% 93% 77% 87%

40%

60%

80%

87%

100%

LOW---------MEAN--------HIGH Page 81

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with Code Enforcement

by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO Enforcing mowing of grass & weeds on private property

24% 18%

Enforcing maintenance of residential property

Enforcing cleanup of litter & debris

0% Source: ETC Institute (2019)

54%

66% 31%

56%

68%

14%

Overall appearance of City

50%

61%

14%

Enforcing sign regulations

Enforcing maintenance of business property

49%

64%

57%

73%

20% 20%

89% 40%

60%

80%

80%

100%

LOW---------MEAN--------HIGH Page 82

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with Parks and Recreation Services Provided by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO

Youth athletic programs

19%

Miles of walking/biking trails

19%

89% 40%

Number of City parks

40%

Source: ETC Institute (2019)

20%

72%

72%

Maintenance of City parks

0%

69%

79%

24%

Ease of registering for programs

68%

69%

18%

Adult athletic programs

40%

95% 90% 60%

80%

78% 87% 88%

100%

LOW---------MEAN--------HIGH Page 83

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with Various Aspects of City Communication Provided by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO Level of public involvement in local decision-making

13%

Programming on LSTV, City's government access cable channel

City efforts to keep you informed about local issues

68%

31%

Availability of information about City programs & services

0% Source: ETC Institute (2019)

77%

36%

70%

32% 20%

43%

54%

33%

Information provided on City's redesigned website (Cityofls.net)

38%

53%

55% 66%

81% 40%

60%

80%

100%

LOW---------MEAN--------HIGH Page 84

2019 City of Lee's Summit Citizen Survey Final Findings Report

Satisfaction with Various Aspects of Customer Service Provided by Cities in the Kansas City Area in 2019 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO They helped resolve an issue to your satisfaction

51%

They did what they said they would do in a timely manner

50%

They gave prompt, accurate, & complete answers to questions

62%

0% Source: ETC Institute (2019)

20%

40%

60%

87%

87%

88%

88%

94% 91%

71%

They were courteous & polite

83%

83%

80%

100%

LOW---------MEAN--------HIGH Page 85

2019 City of Lee's Summit Citizen Survey Final Findings Report

Section 3 Importance‐Satisfaction Analysis

Page 86

2019 City of Lee's Summit Citizen Survey Final Findings Report

City of Lee’s Summit, Missouri Overview Today, City officials 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.

The rating is calculated by summing the percentage of responses for items selected as the first, second, and third most important services for the City to provide. The sum is then multiplied by 1 minus the percentage of respondents who indicated they were positively satisfied with the City’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 city and county services they thought should receive the most emphasis over the next two years. Fifty‐seven percent (57%) of respondents selected overall maintenance of streets, municipal buildings, and facilities as one of the most important services for the city to provide.

With regard to satisfaction, 57% of respondents surveyed rated the City’s overall performance regarding the overall maintenance of streets, municipal buildings, and facilities as a “4” or “5” on a 5‐ point scale (where “5” means “Very Satisfied”) excluding “Don’t Know” responses. The I‐S rating for the overall maintenance of streets, municipal buildings and facilities was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example 57% was multiplied by 43% (1‐0.57). This calculation yielded an I‐S rating of 0.2452 which ranked first out of 15 major service categories.

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.

Page 87

Importance‐Satisfaction Analysis

Importance‐Satisfaction Analysis

2019 City of Lee's Summit Citizen Survey Final Findings Report

 

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 City 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<=IS<0.20) Maintain Current Emphasis (IS<0.10)

The results for the City of Lee’s Summit are provided on the following pages.

Page 88

Importance‐Satisfaction Analysis

The lowest rating is 0.00 and could be achieved under either of the following two situations:

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 Importance-Satisfaction Rating City of Lee's Summit, Missouri

Quality of City Services Category of Service Very High Priority (IS >.20) Overall maintenance of streets, municipal buildings & facilities High Priority (IS .10-.20) Overall flow of traffic & congestion management Overall quality of police services Medium Priority (IS <.10) Overall quality of fire & emergency medical services Overall quality of water services Overall quality of new commercial development Overall enforcement of private property/building maintenance ordinances Overall quality of communication Overall quality of City's stormwater runoff/stormwater management system Overall quality of parks & recreation programs & facilities Overall quality of sanitary sewer (wastewater) services Overall quality of public safety education programs Overall quality of programs designed to connect citizens with City Overall quality of customer service received from employees Overall quality of municipal court

ImportanceSatisfaction Satisfaction Satisfaction Rating % Rank

Most Important %

Most Important Rank

57%

3

57%

11

0.2452

1

26% 80%

4 1

58% 86%

10 3

0.1092 0.1089

2 3

74% 30% 15%

2 5 7

90% 78% 56%

1 4 12

0.0732 0.0645 0.0642

4 5 6

I-S Rating Rank

10%

8

50%

13

0.0486

7

9%

12

65%

6

0.0334

8

8%

11

62%

8

0.0318

9

29% 12% 5%

6 9 10

89% 77% 58%

2 14 9

0.0310 0.0284 0.0217

10 11 12

4%

13

63%

7

0.0164

13

5%

14

70%

5

0.0139

14

3%

15

53%

15

0.0133

15

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first, second, third, and fourth most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied.

Š 2019 DirectionFinder by ETC Institute

Page 89

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 Importance-Satisfaction Rating City of Lee's Summit, Missouri

Police Services Most Important %

Most Important Rank

High Priority (IS .10-.20) Efforts to prevent crime Visibility of police in neighborhoods Police Department response to emergencies

74% 70% 69%

1 2 3

73% 75% 83%

Medium Priority (IS <.10) Visibility of police in business districts Overall professionalism of police employees Quality of animal control

30% 34% 7%

5 4 6

74% 84% 69%

Category of Service

ImportanceSatisfaction Rating

I-S Rating Rank

5 3 2

0.1998 0.1740 0.1206

1 2 3

4 1 6

0.0768 0.0538 0.0213

4 5 6

Satisfaction Satisfaction % Rank

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied.

Š 2019 DirectionFinder by ETC Institute

Page 90

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 Importance-Satisfaction Rating City of Lee's Summit, Missouri

Fire and Emergency Medical Services ImportanceSatisfaction Satisfaction Satisfaction Rating % Rank

Most Important %

Most Important Rank

High Priority (IS .10-.20) How quickly fire department responds to emergencies

64%

1

83%

3

0.1096

1

Medium Priority (IS <.10) Overall quality of ambulance service Overall quality of local fire protection Efforts to enhance fire prevention Number of fire stations Visibility of fire department personnel

43% 52% 11% 10% 2%

3 2 4 5 6

86% 90% 68% 77% 81%

2 1 6 5 4

0.0628 0.0544 0.0341 0.0223 0.0033

2 3 4 5 6

Category of Service

I-S Rating Rank

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied.

Š 2019 DirectionFinder by ETC Institute

Page 91

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 Importance-Satisfaction Rating City of Lee's Summit, Missouri

Streets, Sidewalks, and Infrastructure ImportanceSatisfaction Satisfaction Satisfaction Rating % Rank

Most Important %

Most Important Rank

Very High Priority (IS >.20) Quality of City streets Snow removal on streets in your neighborhood

76% 43%

1 3

59% 46%

7 11

0.3162 0.2317

1 2

High Priority (IS .10-.20) Snow removal on major City streets Quality of sidewalks Maintenance of City traffic signals/street signs

53% 26% 39%

2 7 4

74% 54% 74%

3 8 4

0.1357 0.1172 0.1017

3 4 5

Medium Priority (IS <.10) Maintenance of stormwater drainage system Overall cleanliness of City streets & public areas Adequacy of public transportation system Adequacy of sidewalks Maintenance & preservation of Downtown Lee's Summit Adequacy of bicycling accommodations Adequacy of shared use path/trail system

24% 37% 11% 15% 27% 7% 7%

8 5 10 9 6 12 11

64% 77% 26% 52% 87% 49% 60%

5 2 12 9 1 10 6

0.0871 0.0827 0.0819 0.0696 0.0359 0.0336 0.0300

6 7 8 9 10 11 12

Category of Service

I-S Rating Rank

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first, second, third, and fourth most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied.

Š 2019 DirectionFinder by ETC Institute

Page 92

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 Importance-Satisfaction Rating City of Lee's Summit, Missouri

Code Enforcement ImportanceSatisfaction Satisfaction Satisfaction Rating % Rank

Most Important %

Most Important Rank

Very High Priority (IS >.20) Enforcing cleanup of litter & debris Enforcing maintenance of residential property Enforcing mowing of grass & weeds on private property

67% 48% 41%

1 3 4

54% 50% 49%

4 5 6

0.3084 0.2424 0.2086

1 2 3

High Priority (IS .10-.20) Enforcing maintenance of business property Overall appearance of City

37% 61%

5 2

57% 80%

2 1

0.1595 0.1200

4 5

Medium Priority (IS <.10) Enforcing sign regulations

15%

6

56%

3

0.0644

6

Category of Service

I-S Rating Rank

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied.

Š 2019 DirectionFinder by ETC Institute

Page 93

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 Importance-Satisfaction Rating City of Lee's Summit, Missouri

Parks and Recreation Services Category of Service Medium Priority (IS <.10) Maintenance of City parks Youth athletic programs Fees charged for activities Miles of walking/biking trails Other recreation programs, such as classes & summer camps Lee's Summit Parks & Recreation Board Number of playgrounds Youth sports practice areas Number of City parks Legacy Park Community Center Adult athletic programs Ease of registering for programs Legacy Park youth sports fields Summit Waves Gamber Community Center Legacy Park Amphitheater Summit Ice Harris Park Community Center Hartman Park Sports Area

ImportanceSatisfaction Satisfaction Satisfaction Rating % Rank

Most Important %

Most Important Rank

66% 28% 19% 33%

1 3 6 2

87% 72% 61% 78%

2 10 19 6

0.0837 0.0776 0.0753 0.0711

1 2 3 4

15%

9

69%

12

0.0470

5

18% 23% 11% 24% 17% 9% 9% 12% 7% 9% 5% 3% 2% 1%

7 5 11 4 8 13 14 10 15 12 16 17 18 19

74% 80% 66% 88% 84% 68% 69% 79% 69% 77% 69% 68% 75% 70%

9 4 18 1 3 16 14 5 13 7 15 17 8 11

0.0457 0.0449 0.0380 0.0290 0.0282 0.0270 0.0265 0.0255 0.0208 0.0197 0.0156 0.0089 0.0052 0.0033

6 7 8 9 10 11 12 13 14 15 16 17 18 19

I-S Rating Rank

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first, second, third, and fourth most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied.

Š 2019 DirectionFinder by ETC Institute

Page 94

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 Importance-Satisfaction Rating City of Lee's Summit, Missouri

Customer Service Category of Service Medium Priority (IS <.10) They helped resolve an issue to your satisfaction They gave prompt, accurate, & complete answers to questions They did what they said they would do in a timely manner They were courteous & polite

ImportanceSatisfaction Satisfaction Satisfaction Rating % Rank

Most Important %

Most Important Rank

44%

4

83%

4

0.0732

1

54%

2

88%

2

0.0640

2

37% 41%

3 1

87% 91%

3 1

0.0470 0.0360

3 4

I-S Rating Rank

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should be the City's top priorities.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "5" and "4" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale of 5 to 1 with "5" being Very Satisfied and "1" being Very Dissatisfied.

Š 2019 DirectionFinder by ETC Institute

Page 95

2019 City of Lee's Summit Citizen Survey Final Findings Report

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.

ETC Institute developed an Importance‐Satisfaction Matrix to display the perceived importance of major services that were assessed on the survey against the perceived quality of service delivery. The two axes on the matrix represent Satisfaction (vertical) and relative Importance (horizontal).

The I‐S (Importance‐Satisfaction) matrix should be interpreted as follows. 

Continued Emphasis (above average importance and above average satisfaction). This area shows where the City is meeting customer expectations. Items in this area have a significant impact on the customer’s overall level of satisfaction. The City should maintain (or slightly increase) emphasis on items in this area.



Exceeding Expectations (below average importance and above average satisfaction). This area shows where the City is performing significantly better than customers expect the City to perform. Items in this area do not significantly affect the overall level of satisfaction that residents have with City services. The City should maintain (or slightly decrease) emphasis on items in this area.



Opportunities for Improvement (above average importance and below average satisfaction). This area shows where the City is not performing as well as residents expect the City to perform. This area has a significant impact on customer satisfaction, and the City should DEFINITELY increase emphasis on items in this area.



Less Important (below average importance and below average satisfaction).

This area shows where the City is not performing well relative to the City’s performance in other areas; however, this area is generally considered to be less important to residents. This area does not significantly affect overall satisfaction with City services because the items are less important to residents. The agency should maintain current levels of emphasis on items in this area.

Matrices showing the results for the City of Lee’s Summit are provided on the following pages.

Page 96

Importance‐Satisfaction Analysis

Importance‐Satisfaction Matrix Analysis

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrices …helping organizations make better decisions since 1982

Page 97

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrix ‐ Quality of City Services‐ Exceeded Expectations

mean importance

lower importance/higher satisfaction

Overall quality of customer service received from employees

Overall quality of fire & emergency medical services Overall quality of police services

Overall quality of communication

Overall quality of programs designed to connect citizens with City

Overall quality of City's stormwater runoff/stormwater management system

Overall quality of municipal court Overall quality of public safety education programs

Overall quality of water services

higher importance/higher satisfaction

Overall flow of traffic & congestion management

Overall quality of new commercial development

Overall maintenance of streets, municipal buildings & facilities

mean satisfaction

Satisfaction Rating

Overall quality of sanitary sewer (wastewater) services

Overall quality of parks & recreation programs & facilities

Continued Emphasis

Overall enforcement of private property/building maintenance ordinances

Less Importance lower importance/ lower satisfaction

Opportunities for Improvement Importance Rating

higher importance/lower satisfaction

Page 98

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrix ‐Police Services‐ Exceeded Expectations

mean importance

lower importance/higher satisfaction

Continued Emphasis higher importance/higher satisfaction

Police Department response to emergencies

Visibility of police in business districts

Visibility of police in neighborhoods

mean satisfaction

Satisfaction Rating

Overall professionalism of police employees

Efforts to prevent crime

Quality of animal control

Less Importance lower importance/ lower satisfaction

Opportunities for Improvement Importance Rating

higher importance/lower satisfaction

Page 99

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrix ‐Fire and Emergency Medical Services‐ Exceeded Expectations

mean importance

lower importance/higher satisfaction

Continued Emphasis higher importance/higher satisfaction

Overall quality of ambulance service How quickly fire department responds to emergencies

Visibility of fire department personnel

mean satisfaction

Satisfaction Rating

Overall quality of local fire protection

Number of fire stations

Less Importance lower importance/ lower satisfaction

Efforts to enhance fire prevention

Opportunities for Improvement Importance Rating

higher importance/lower satisfaction

Page 100

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrix ‐Streets, Sidewalks, and Infrastructure‐ Exceeded Expectations

Continued Emphasis

mean importance

lower importance/higher satisfaction Maintenance & preservation of Downtown Lee's Summit Maintenance of City traffic signals/street signs

Snow removal on major City streets

Maintenance of stormwater drainage system Quality of City streets

Adequacy of shared use path/trail system Adequacy of sidewalks Quality of sidewalks Adequacy of bicycling accommodations

mean satisfaction

Satisfaction Rating

Overall cleanliness of City streets & public areas

higher importance/higher satisfaction

Snow removal on streets in your neighborhood

Adequacy of public transportation system

Less Importance lower importance/ lower satisfaction

Opportunities for Improvement Importance Rating

higher importance/lower satisfaction

Page 101

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrix ‐Code Enforcement‐ Exceeded Expectations

Continued Emphasis

mean importance

lower importance/higher satisfaction

mean satisfaction

Satisfaction Rating

Overall appearance of City

higher importance/higher satisfaction

Enforcing sign regulations

Enforcing maintenance of business property

Enforcing mowing of grass & weeds on private property

Less Importance lower importance/ lower satisfaction

Enforcing cleanup of litter & debris Enforcing maintenance of residential property

Opportunities for Improvement Importance Rating

higher importance/lower satisfaction

Page 102

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrix ‐Parks and Recreation Services‐ Exceeded Expectations

mean importance

lower importance/higher satisfaction

higher importance/higher satisfaction Number of City parks

Maintenance of City parks

Legacy Park Community Center Legacy Park youth sports fields Gamber Community Center Harris Park Community Center Ease of Hartman Park Sports Summit Waves registering Area for programs

mean satisfaction

Satisfaction Rating

Continued Emphasis

Number of playgrounds Miles of walking/biking trails Lee's Summit Parks & Recreation Board Youth athletic programs

Legacy Park Amphitheater Summit Ice Adult athletic programs Youth sports practice areas

Less Importance lower importance/ lower satisfaction

Other recreation programs, such as classes & summer camps

Fees charged for activities

Opportunities for Improvement Importance Rating

higher importance/lower satisfaction

Page 103

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee’s Summit Citizen Survey Importance‐Satisfaction Assessment Matrix ‐Customer Service‐ Exceeded Expectations

Continued Emphasis higher importance/higher satisfaction

They were courteous & polite

They gave prompt, accurate, & complete answers to questions They did what they said they would do in a timely manner

Less Importance lower importance/ lower satisfaction

They helped resolve an issue to your satisfaction

Importance Rating

mean satisfaction

Satisfaction Rating

lower importance/higher satisfaction

mean importance

Opportunities for Improvement higher importance/lower satisfaction

Page 104

2019 City of Lee's Summit Citizen Survey Final Findings Report

Section 4 GIS Maps

Page 105

2019 City of Lee's Summit Citizen Survey Final Findings Report

Location of Survey Respondents

2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Page 106

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. 01 Satisfaction with the: Overall image of City government

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 107

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. 02 Satisfaction with: How well the City is managing growth

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 108

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. 03 Satisfaction with the: Overall quality of life in Lee’s Summit

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 109

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. 04 Satisfaction with the: Overall quality of services provided by the City

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 110

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. 05 Satisfaction with the: Overall value you receive for City tax dollars and fees

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 111

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q2. 01 Satisfaction with the: Overall leadership quality of City elected officials

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 112

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q2. 02 Satisfaction with the: Overall effectiveness of boards and commissions

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 113

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q2. 03 Satisfaction with the: Overall effectiveness of the City manager and staff

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 114

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q3. 01 Satisfaction with the: Rate of growth in Lee’s Summit

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 115

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q3. 02 Satisfaction with the: Quality of business growth

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 116

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q3. 03 Satisfaction with the: Quality of residential growth

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 117

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q4. 01 Likelihood to Recommend: Living in Lee’s Summit

Likelihood Mean rating on a 5-point scale

1.0-1.8 Not Likely At All 1.8-2.6 Not Likely 2.6-3.4 Neutral 3.4-4.2 Likely 4.2-5.0 Very Likely No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 118

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q4. 02 Likelihood to Recommend: Conducting business in Lee’s Summit

Likelihood Mean rating on a 5-point scale

1.0-1.8 Not Likely At All 1.8-2.6 Not Likely 2.6-3.4 Neutral 3.4-4.2 Likely 4.2-5.0 Very Likely No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 119

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q4. 03 Likelihood to Recommend: Visiting Lee’s Summit

Likelihood Mean rating on a 5-point scale

1.0-1.8 Not Likely At All 1.8-2.6 Not Likely 2.6-3.4 Neutral 3.4-4.2 Likely 4.2-5.0 Very Likely No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 120

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 01 Satisfaction with the: Overall quality of police services

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 121

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 02 Satisfaction with the: Overall quality of fire and emergency medical services (ambulance)

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 122

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 03 Satisfaction with the: Overall quality of parks and recreation programs and facilities

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 123

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 04 Satisfaction with the: Overall maintenance of streets, municipal buildings, and facilities

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 124

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 05 Satisfaction with the: Overall enforcement of private property/building maintenance ordinances

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 125

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 06 Satisfaction with the: Overall quality of public safety education programs

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 126

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 07 Satisfaction with the: Overall quality of customer service received from employees

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 127

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 08 Satisfaction with the: Overall quality of communication

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 128

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 09 Satisfaction with the: Overall quality of programs designed to connect citizens with the City

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 129

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 10 Satisfaction with the: Overall quality of new commercial development

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 130

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 11 Satisfaction with the: Overall quality of the Cityâ&#x20AC;&#x2122;s stormwater runoff/stormwater management system

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 131

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 12 Satisfaction with the: Overall flow of traffic and congestion management

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 132

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 13 Satisfaction with the: Overall quality of water services

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 133

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 14 Satisfaction with the: Overall quality of sanitary sewer (wastewater) services

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 134

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. 15 Satisfaction with the: Overall quality of municipal court

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 135

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. 01 Satisfaction with: The visibility of police in neighborhoods

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 136

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. 02 Satisfaction with: The visibility of police in business districts

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 137

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. 03 Satisfaction with the: Efforts to prevent crime

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 138

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. 04 Satisfaction with the: Overall professionalism of police employees

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 139

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. 05 Satisfaction with the: Police Department response to emergencies

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 140

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. 06 Satisfaction with the: Quality of Animal Control

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 141

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. 01 Satisfaction with the: Overall quality of local fire protection

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 142

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. 02 Satisfaction with the: Overall quality of ambulance service

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 143

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. 03 Satisfaction with the: Visibility of fire department personnel

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 144

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. 04 Satisfaction with the: Efforts to enhance fire prevention

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 145

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. 05 Satisfaction with: The number of fire stations

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 146

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. 06 Satisfaction with: How quickly the fire department responds to emergencies

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 147

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 01 Feeling of Safety: In your neighborhood during the day

Feeling of Safety Mean rating on a 5-point scale

1.0-1.8 Very Unsafe 1.8-2.6 Unsafe 2.6-3.4 Neutral 3.4-4.2 Safe 4.2-5.0 Very Safe No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 148

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 02 Feeling of Safety: In your neighborhood at night

Feeling of Safety Mean rating on a 5-point scale

1.0-1.8 Very Unsafe 1.8-2.6 Unsafe 2.6-3.4 Neutral 3.4-4.2 Safe 4.2-5.0 Very Safe No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 149

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 03 Feeling of Safety: In City parks during the day

Feeling of Safety Mean rating on a 5-point scale

1.0-1.8 Very Unsafe 1.8-2.6 Unsafe 2.6-3.4 Neutral 3.4-4.2 Safe 4.2-5.0 Very Safe No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 150

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 04 Feeling of Safety: In City parks at night

Feeling of Safety Mean rating on a 5-point scale

1.0-1.8 Very Unsafe 1.8-2.6 Unsafe 2.6-3.4 Neutral 3.4-4.2 Safe 4.2-5.0 Very Safe No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 151

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 05 Feeling of Safety: Traveling on City streets

Feeling of Safety Mean rating on a 5-point scale

1.0-1.8 Very Unsafe 1.8-2.6 Unsafe 2.6-3.4 Neutral 3.4-4.2 Safe 4.2-5.0 Very Safe No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 152

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 06 Feeling of Safety: In other public areas in Lee’s Summit

Feeling of Safety Mean rating on a 5-point scale

1.0-1.8 Very Unsafe 1.8-2.6 Unsafe 2.6-3.4 Neutral 3.4-4.2 Safe 4.2-5.0 Very Safe No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 153

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 07 Feeling of Safety: Overall feeling of safety in Lee’s Summit

Feeling of Safety Mean rating on a 5-point scale

1.0-1.8 Very Unsafe 1.8-2.6 Unsafe 2.6-3.4 Neutral 3.4-4.2 Safe 4.2-5.0 Very Safe No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 154

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 01 Satisfaction with the: Quality of City streets

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 155

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 02 Satisfaction with the: Quality of sidewalks

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 156

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 03 Satisfaction with the: Maintenance of City traffic signals/street signs

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 157

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 04 Satisfaction with the: Adequacy of public transportation system

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 158

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 05 Satisfaction with the: Adequacy of sidewalks

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 159

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 06 Satisfaction with the: Adequacy of shared use path/trail system

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 160

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 07 Satisfaction with the: Adequacy of bicycling accommodations

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 161

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 08 Satisfaction with the: Maintenance and preservation of downtown Leeâ&#x20AC;&#x2122;s Summit

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 162

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 09 Satisfaction with the: Snow removal on major City streets

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 163

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 10 Satisfaction with the: Snow removal on streets in your neighborhood

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 164

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 11 Satisfaction with the: Overall cleanliness of City streets and public areas

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 165

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. 12 Satisfaction with the: Maintenance of stormwater drainage system

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 166

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. 01 Satisfaction with the: Enforcing the cleanup of litter and debris

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 167

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. 02 Satisfaction with the: Enforcing the mowing of grass and weeds on private property

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 168

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. 03 Satisfaction with the: Enforcing the maintenance of residential property

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 169

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. 04 Satisfaction with the: Enforcing the maintenance of business property

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 170

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. 05 Satisfaction with the: Enforcing sign regulations

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 171

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. 06 Satisfaction with the: Overall appearance of the City

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 172

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q17a. 01 Satisfaction with the: Reliability of water pressure in your home

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 173

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q17a. 02 Satisfaction with: The availability of account information

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 174

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q17a. 03 Satisfaction with the: Overall quality of customer service

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 175

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 01 Satisfaction with the: Lee’s Summit Parks and Recreation Board

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 176

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 02 Satisfaction with the: Maintenance of City parks

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 177

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 03 Satisfaction with the: Number of City parks

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 178

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 04 Satisfaction with the: Number of playgrounds

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 179

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 05 Satisfaction with the: Miles of walking/biking trails

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 180

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 06 Satisfaction with the: Legacy Park Community Center

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 181

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 07 Satisfaction with the: Harris Park Community Center

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 182

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 08 Satisfaction with the: Gamber Community Center

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 183

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 09 Satisfaction with the: Hartman Park Sports Area

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 184

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 10 Satisfaction with the: Legacy Park youth sports fields

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 185

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 11 Satisfaction with the: Youth sports practice areas

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 186

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 12 Satisfaction with the: Youth athletic programs

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 187

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 13 Satisfaction with the: Adult athletic programs

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 188

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 14 Satisfaction with the: Other recreation programs

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 189

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 15 Satisfaction with the: Ease of registering for programs

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 190

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 16 Satisfaction with the: Fees charged for activities

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 191

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 17 Satisfaction with the: Legacy Park Amphitheater

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 192

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 18 Satisfaction with: Summit Ice

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 193

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. 19 Satisfaction with: Summit Waves

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 194

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. 01 Satisfaction with: The availability of information about City programs and services

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 195

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. 02 Satisfaction with: City efforts to keep you informed about local issues

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 196

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. 03 Satisfaction with: The level of public involvement in local decision-making

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 197

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. 04 Satisfaction with the: Information provided on the Cityâ&#x20AC;&#x2122;s redesigned website (Cityofls.net)

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 198

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. 05 Satisfaction with the: Programming on LSTV, the City’s government access cable channel

Citizen Satisfaction Mean rating on a 5-point scale

1.0-1.8 Very Dissatisfied 1.8-2.6 Dissatisfied 2.6-3.4 Neutral 3.4-4.2 Satisfied 4.2-5.0 Very Satisfied No Response

ETC INSTITUTE 2019 City of Lee’s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 199

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24c. 01 Frequency of City Employees: They were courteous and polite

Frequency Mean rating on a 5-point scale

1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 200

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24c. 02 Frequency of Employees: They gave prompt, accurate, and complete answers to questions

Frequency Mean rating on a 5-point scale

1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 201

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24c. 03 Frequency of Employees: They did what they said they would do in a timely manner

Frequency Mean rating on a 5-point scale

1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 202

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24c. 04 Frequency of Employees: They helped resolve an issue to your satisfaction

Frequency Mean rating on a 5-point scale

1.0-1.8 Never 1.8-2.6 Seldom 2.6-3.4 Sometimes 3.4-4.2 Usually 4.2-5.0 Always No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 203

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q26. 01 Level of Support for: Office development

Level of Support Mean rating on a 5-point scale

1.0-1.8 Not Supportive At All 1.8-2.6 Not Supportive 2.6-3.4 Neutral 3.4-4.2 Supportive 4.2-5.0 Very Supportive No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 204

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q26. 02 Level of Support for: Industrial development

Level of Support Mean rating on a 5-point scale

1.0-1.8 Not Supportive At All 1.8-2.6 Not Supportive 2.6-3.4 Neutral 3.4-4.2 Supportive 4.2-5.0 Very Supportive No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 205

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q26. 03 Level of Support for: Multi-family residential development

Level of Support Mean rating on a 5-point scale

1.0-1.8 Not Supportive At All 1.8-2.6 Not Supportive 2.6-3.4 Neutral 3.4-4.2 Supportive 4.2-5.0 Very Supportive No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 206

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q26. 04 Level of Support for: Single-family residential development

Level of Support Mean rating on a 5-point scale

1.0-1.8 Not Supportive At All 1.8-2.6 Not Supportive 2.6-3.4 Neutral 3.4-4.2 Supportive 4.2-5.0 Very Supportive No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 207

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q26. 05 Level of Support for: Retail development

Level of Support Mean rating on a 5-point scale

1.0-1.8 Not Supportive At All 1.8-2.6 Not Supportive 2.6-3.4 Neutral 3.4-4.2 Supportive 4.2-5.0 Very Supportive No Response

ETC INSTITUTE 2019 City of Leeâ&#x20AC;&#x2122;s Summit Citizen Survey Shading reflects the mean rating for all respondents by CBG (merged as needed) Page 208

2019 City of Lee's Summit Citizen Survey Final Findings Report

Section 5 Tabular Data

Page 209

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q1. PERCEPTIONS OF THE COMMUNITY. Several items that may influence your perception of the City of Lee's Summit are listed below. Please rate each item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied."

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q1-1. Overall image of City government

14.7%

50.4%

24.7%

4.4%

1.1%

4.7%

Q1-2. How well City is managing growth

13.0%

45.9%

22.5%

11.0%

3.5%

4.3%

Q-3. Overall quality of life in Lee's Summit

39.0%

50.4%

7.6%

1.9%

0.1%

0.9%

Q1-4. Overall quality of services provided by City

21.5%

54.7%

14.9%

5.6%

1.5%

1.9%

Q1-5. Overall value you receive for your City tax & fees

14.2%

46.4%

25.2%

8.8%

2.3%

3.0%

WITHOUT “DON’T KNOW”

Q1. PERCEPTIONS OF THE COMMUNITY. Several items that may influence your perception of the City of Lee's Summit are listed below. Please rate each item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (without "don't know") (N=894)

Q1-1. Overall image of City government

Very satisfied 15.4%

Satisfied 52.9%

Neutral 25.9%

Dissatisfied 4.6%

Very dissatisfied 1.2%

Q1-2. How well City is managing growth

13.6%

47.9%

23.5%

11.4%

3.6%

Q-3. Overall quality of life in Lee's Summit

39.4%

50.9%

7.7%

1.9%

0.1%

Q1-4. Overall quality of services provided by City

21.9%

55.8%

15.2%

5.7%

1.5%

Q1-5. Overall value you receive for your City tax & fees

14.6%

47.9%

26.0%

9.1%

2.4%

Page 210

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q2. LEADERSHIP. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City leadership.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q2-1. Overall leadership quality of City elected officials

7.7%

40.2%

29.1%

7.6%

2.0%

13.4%

Q2-2. Overall effectiveness of boards & commissions

7.3%

35.1%

34.1%

6.9%

1.8%

14.8%

Q2-3. Overall effectiveness of City manager & staff

10.3%

38.5%

29.8%

5.3%

2.2%

14.0%

WITHOUT “DON’T KNOW”

Q2. LEADERSHIP. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City leadership. (without "don't know") (N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Q2-1. Overall leadership quality of City elected officials

8.9%

46.4%

33.6%

8.8%

2.3%

Q2-2. Overall effectiveness of boards & commissions

8.5%

41.2%

40.0%

8.1%

2.1%

12.0%

44.7%

34.6%

6.1%

2.6%

Q2-3. Overall effectiveness of City manager & staff

Page 211

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q3. CITY GROWTH. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City growth.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q3-1. Rate of growth in Lee's Summit

12.6%

50.6%

23.5%

7.6%

2.5%

3.2%

Q3-2. Quality of business growth

14.1%

48.0%

19.0%

13.2%

3.0%

2.7%

Q3-3. Quality of residential growth

12.5%

48.3%

22.9%

10.1%

3.2%

2.9%

WITHOUT “DON’T KNOW”

Q3. CITY GROWTH. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City growth. (without "don't know") (N=894)

Q3-1. Rate of growth in Lee's Summit

Very satisfied 13.1%

Satisfied 52.3%

Neutral 24.3%

Dissatisfied 7.9%

Very dissatisfied 2.5%

Q3-2. Quality of business growth

14.5%

49.3%

19.5%

13.6%

3.1%

Q3-3. Quality of residential growth

12.9%

49.8%

23.6%

10.4%

3.3%

Page 212

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q4. Using a scale of 1 to 5 where 5 means "very likely" and 1 means "not likely at all," please indicate how likely you are to recommend to a friend or colleague...

(N=894)

Q4-1. Living in Lee's Summit

Very likely 50.9%

Likely 38.0%

Neutral 6.5%

Not likely 2.9%

Not likely at all 1.0%

Don't know 0.7%

Q4-2. Conducting business in Lee's Summit

40.3%

36.9%

13.4%

4.1%

0.6%

4.7%

Q4-3. Visiting Lee's Summit

48.0%

37.1%

10.5%

2.6%

0.7%

1.1%

WITHOUT “DON’T KNOW”

Q4. Using a scale of 1 to 5 where 5 means "very likely" and 1 means "not likely at all," please indicate how likely you are to recommend to a friend or colleague... (without "don't know") (N=894)

Q4-1. Living in Lee's Summit

Very likely 51.2%

Likely 38.3%

Neutral 6.5%

Not likely 2.9%

Not likely at all 1.0%

Q4-2. Conducting business in Lee's Summit

42.3%

38.7%

14.1%

4.3%

0.6%

Q4-3. Visiting Lee's Summit

48.5%

37.6%

10.6%

2.6%

0.7%

Page 213

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. QUALITY OF CITY SERVICES. Please rate your overall satisfaction with each of the following services provided by the City of Lee's Summit using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied."

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q5-1. Overall quality of police services

36.5%

47.2%

9.7%

2.9%

0.6%

3.1%

Q5-2. Overall quality of fire & emergency medical services (ambulance)

42.8%

40.2%

7.7%

1.0%

0.3%

7.9%

Q5-3. Overall quality of parks & recreation programs & facilities

47.3%

40.0%

7.4%

2.7%

0.4%

2.1%

Q5-4. Overall maintenance of streets, municipal buildings & facilities

14.0%

41.7%

21.3%

15.1%

6.3%

1.7%

Q5-5. Overall enforcement of private property/building maintenance ordinances

11.6%

32.0%

34.2%

6.7%

2.8%

12.6%

Q5-6. Overall quality of public safety education programs

13.2%

33.1%

31.0%

1.3%

1.0%

20.4%

Q5-7. Overall quality of customer service received from employees

18.0%

42.6%

23.5%

2.0%

0.8%

13.1%

Q5-8. Overall quality of communication

17.1%

42.6%

26.2%

5.0%

1.7%

7.4%

Q5-9. Overall quality of programs designed to connect citizens with City, e.g.

Citizen's Leadership Academy, Friends of Parks, Citizens Police Academy

17.1%

34.9%

27.4%

2.9%

0.6%

17.1%

Q5-10. Overall quality of new commercial development

11.7%

39.1%

28.0%

9.2%

2.9%

9.1%

Page 214

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q5. QUALITY OF CITY SERVICES. Please rate your overall satisfaction with each of the following services provided by the City of Lee's Summit using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied."

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q5-11. Overall quality of City's stormwater runoff/ stormwater management system

12.5%

42.6%

25.6%

6.2%

2.5%

10.6%

Q5-12. Overall flow of traffic & congestion management (excluding MoDOT highway interchanges)

11.0%

45.4%

22.3%

15.8%

3.7%

1.9%

Q5-13. Overall quality of water services

20.9%

55.5%

16.1%

3.8%

1.3%

2.3%

Q5-14. Overall quality of sanitary sewer (wastewater) services

19.8%

54.3%

18.7%

2.3%

1.0%

3.9%

Q5-15. Overall quality of municipal court

11.5%

24.4%

30.2%

1.7%

0.4%

31.8%

Page 215

2019 City of Lee's Summit Citizen Survey Final Findings Report

WITHOUT “DON’T KNOW”

Q5. QUALITY OF CITY SERVICES. Please rate your overall satisfaction with each of the following services provided by the City of Lee's Summit using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (without "don't know") (N=894)

Q5-1. Overall quality of police services

Very satisfied 37.6%

Satisfied 48.7%

Neutral 10.0%

Dissatisfied 3.0%

Very dissatisfied 0.6%

Q5-2. Overall quality of fire & emergency medical services (ambulance)

46.5%

43.6%

8.4%

1.1%

0.4%

Q5-3. Overall quality of parks & recreation programs & facilities

48.3%

40.9%

7.5%

2.7%

0.5%

Q5-4. Overall maintenance of streets, municipal buildings & facilities

14.2%

42.4%

21.6%

15.4%

6.4%

Q5-5. Overall enforcement of private property/building maintenance ordinances

13.3%

36.6%

39.2%

7.7%

3.2%

Q5-6. Overall quality of public safety education programs

16.6%

41.6%

38.9%

1.7%

1.3%

Q5-7. Overall quality of customer service received from employees

20.7%

49.0%

27.0%

2.3%

0.9%

Q5-8. Overall quality of communication

18.5%

46.0%

28.3%

5.4%

1.8%

Q5-9. Overall quality of programs designed to connect citizens with City, e. g. Citizen's Leadership Academy, Friends of Parks, Citizens Police Academy

20.6%

42.1%

33.1%

3.5%

0.7%

Q5-10. Overall quality of new commercial development

12.9%

43.1%

30.8%

10.1%

3.2%

Q5-11. Overall quality of City's stormwater runoff/stormwater management system

14.0%

47.7%

28.7%

6.9%

2.8%

Q5-12. Overall flow of traffic & congestion management (excluding MoDOT highway interchanges)

11.2%

46.3%

22.7%

16.1%

3.8%

Q5-13. Overall quality of water services

21.4%

56.8%

16.5%

3.9%

1.4%

Page 216

2019 City of Lee's Summit Citizen Survey Final Findings Report

WITHOUT “DON’T KNOW”

Q5. QUALITY OF CITY SERVICES. Please rate your overall satisfaction with each of the following services provided by the City of Lee's Summit using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (without "don't know") Very satisfied Q5-14. Overall quality of sanitary sewer (wastewater) services Q5-15. Overall quality of municipal court

Dissatisfied

Very dissatisfied

Satisfied

Neutral

20.6%

56.5%

19.4%

2.4%

1.0%

16.9%

35.7%

44.3%

2.5%

0.7%

Page 217

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q6. Which FOUR of the items listed in Question 5 do you think are the MOST IMPORTANT services for the City to provide?

Q6. Top choice Overall quality of police services Overall quality of fire & emergency medical services (ambulance) Overall quality of parks & recreation programs & facilities Overall maintenance of streets, municipal buildings & facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service received from employees Overall quality of communication Overall quality of programs designed to connect citizens with City, e.g. Citizen's Leadership Academy, Friends of Parks, Citizens Police Academy Overall quality of new commercial development Overall quality of City's stormwater runoff/stormwater management system Overall flow of traffic & congestion management (excluding MoDOT highway interchanges) Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

Number 499

Percent 55.8 %

117 14

13.1 % 1.6 %

71

7.9 %

12 5

1.3 % 0.6 %

4 6

0.4 % 0.7 %

5 16

0.6 % 1.8 %

6

0.7 %

31 40 2 2 64 894

3.5 % 4.5 % 0.2 % 0.2 % 7.2 % 100.0 %

Page 218

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q6. Which FOUR of the items listed in Question 5 do you think are the MOST IMPORTANT services for the City to provide?

Q6. 2nd choice Overall quality of police services Overall quality of fire & emergency medical services (ambulance) Overall quality of parks & recreation programs & facilities Overall maintenance of streets, municipal buildings & facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service received from employees Overall quality of communication Overall quality of programs designed to connect citizens with City, e.g. Citizen's Leadership Academy, Friends of Parks, Citizens Police Academy Overall quality of new commercial development Overall quality of City's stormwater runoff/stormwater management system Overall flow of traffic & congestion management (excluding MoDOT highway interchanges) Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

Number 146

Percent 16.3 %

451 33

50.4 % 3.7 %

53

5.9 %

15 10

1.7 % 1.1 %

3 7

0.3 % 0.8 %

5 18

0.6 % 2.0 %

8

0.9 %

33 20 18 1 73 894

3.7 % 2.2 % 2.0 % 0.1 % 8.2 % 100.0 %

Page 219

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q6. Which FOUR of the items listed in Question 5 do you think are the MOST IMPORTANT services for the City to provide?

Q6. 3rd choice Overall quality of police services Overall quality of fire & emergency medical services (ambulance) Overall quality of parks & recreation programs & facilities Overall maintenance of streets, municipal buildings & facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service received from employees Overall quality of communication Overall quality of programs designed to connect citizens with City, e.g. Citizen's Leadership Academy, Friends of Parks, Citizens Police Academy Overall quality of new commercial development Overall quality of City's stormwater runoff/stormwater management system Overall flow of traffic & congestion management (excluding MoDOT highway interchanges) Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

Number 43

Percent 4.8 %

60 107

6.7 % 12.0 %

255

28.5 %

26 12

2.9 % 1.3 %

9 28

1.0 % 3.1 %

10 37

1.1 % 4.1 %

31

3.5 %

64 111 15 7 79 894

7.2 % 12.4 % 1.7 % 0.8 % 8.8 % 100.0 %

Page 220

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q6. Which FOUR of the items listed in Question 5 do you think are the MOST IMPORTANT services for the City to provide?

Q6. 4th choice Overall quality of police services Overall quality of fire & emergency medical services (ambulance) Overall quality of parks & recreation programs & facilities Overall maintenance of streets, municipal buildings & facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service received from employees Overall quality of communication Overall quality of programs designed to connect citizens with City, e.g. Citizen's Leadership Academy, Friends of Parks, Citizens Police Academy Overall quality of new commercial development Overall quality of City's stormwater runoff/stormwater management system Overall flow of traffic & congestion management (excluding MoDOT highway interchanges) Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

Number 23

Percent 2.6 %

33 102

3.7 % 11.4 %

127

14.2 %

34 20

3.8 % 2.2 %

26 43

2.9 % 4.8 %

19 60

2.1 % 6.7 %

29

3.2 %

101 94 76 15 92 894

11.3 % 10.5 % 8.5 % 1.7 % 10.3 % 100.0 %

Page 221

2019 City of Lee's Summit Citizen Survey Final Findings Report

SUM OF THE TOP FOUR CHOICES

Q6. Which FOUR of the items listed in Question 5 do you think are the MOST IMPORTANT services for the City to provide? (top 4) Q6. Top choice Overall quality of police services Overall quality of fire & emergency medical services (ambulance) Overall quality of parks & recreation programs & facilities Overall maintenance of streets, municipal buildings & facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service received from employees Overall quality of communication Overall quality of programs designed to connect citizens with City, e.g. Citizen's Leadership Academy, Friends of Parks, Citizens Police Academy Overall quality of new commercial development Overall quality of City's stormwater runoff/stormwater management system Overall flow of traffic & congestion management (excluding MoDOT highway interchanges) Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

Number 711

Percent 79.5 %

661 256

73.9 % 28.6 %

506

56.6 %

87 47

9.7 % 5.3 %

42 84

4.7 % 9.4 %

39 131

4.4 % 14.7 %

74

8.3 %

229 265 111 25 64 3332

25.6 % 29.6 % 12.4 % 2.8 % 7.2 %

Page 222

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q7. POLICE 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 police services provided by the City of Lee's Summit.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q7-1. Visibility of police in neighborhoods

25.3%

48.8%

16.1%

7.4%

1.1%

1.3%

Q7-2. Visibility of police in business districts

22.6%

45.9%

19.8%

3.5%

0.4%

7.8%

Q7-3. Efforts to prevent crime

21.3%

44.2%

19.4%

3.8%

1.0%

10.4%

Q7-4. Overall professionalism of police employees

37.1%

40.5%

11.4%

2.3%

1.0%

7.6%

Q7-5. Police Department response to emergencies

31.3%

36.5%

12.3%

1.9%

0.2%

17.8%

Q7-6. Quality of animal control

20.9%

36.0%

21.7%

2.7%

1.0%

17.7%

WITHOUT “DON’T KNOW”

Q7. POLICE 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 police services provided by the City of Lee's Summit. (without "don't know") (N=894)

Q7-1. Visibility of police in neighborhoods

Very satisfied 25.6%

Satisfied 49.4%

Neutral 16.3%

Dissatisfied 7.5%

Very dissatisfied 1.1%

Q7-2. Visibility of police in business districts

24.5%

49.8%

21.5%

3.8%

0.5%

Q7-3. Efforts to prevent crime

23.7%

49.3%

21.6%

4.2%

1.1%

Q7-4. Overall professionalism of police employees

40.2%

43.8%

12.3%

2.5%

1.1%

Q7-5. Police Department response to emergencies

38.1%

44.4%

15.0%

2.3%

0.3%

Q7-6. Quality of animal control

25.4%

43.8%

26.4%

3.3%

1.2%

Page 223

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q8. Which THREE of the police services listed in Question 7 do you think are the MOST IMPORTANT services for the City to provide?

Q8. Top choice Visibility of police in neighborhoods Visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees Police Department response to emergencies Quality of animal control None chosen Total

Number 271 31 272 59 213 4 44 894

Percent 30.3 % 3.5 % 30.4 % 6.6 % 23.8 % 0.4 % 4.9 % 100.0 %

Q8. Which THREE of the police services listed in Question 7 do you think are the MOST IMPORTANT services for the City to provide?

Q8. 2nd choice Visibility of police in neighborhoods Visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees Police Department response to emergencies Quality of animal control None chosen Total

Number 160 128 241 99 206 10 50 894

Percent 17.9 % 14.3 % 27.0 % 11.1 % 23.0 % 1.1 % 5.6 % 100.0 %

Q8. Which THREE of the police services listed in Question 7 do you think are the MOST IMPORTANT services for the City to provide?

Q8. 3rd choice Visibility of police in neighborhoods Visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees Police Department response to emergencies Quality of animal control None chosen Total

Number 191 108 148 142 198 48 59 894

Percent 21.4 % 12.1 % 16.6 % 15.9 % 22.1 % 5.4 % 6.6 % 100.0 %

SUM OF THE TOP THREE CHOICES

Q8. Which THREE of the police services listed in Question 7 do you think are the MOST IMPORTANT services for the City to provide? (top 3) Q8. Top choice Visibility of police in neighborhoods Visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees Police Department response to emergencies Quality of animal control None chosen Total

Number 622 267 661 300 617 62 44 2573

Percent 69.6 % 29.9 % 73.9 % 33.6 % 69.0 % 6.9 % 4.9 %

Page 224

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q9. FIRE AND EMERGENCY MEDICAL 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 fire and emergency medical services provided by the City of Lee's Summit.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q9-1. Overall quality of local fire protection

37.2%

39.7%

8.7%

0.2%

0.0%

14.1%

Q9-2. Overall quality of ambulance service

34.1%

35.0%

11.1%

0.3%

0.3%

19.1%

Q9-3. Visibility of fire department personnel

30.4%

41.4%

16.9%

0.4%

0.0%

10.9%

Q9-4. Efforts to enhance fire prevention

19.4%

32.1%

22.3%

1.8%

0.1%

24.4%

Q9-5. Number of fire stations

22.7%

43.8%

16.8%

3.2%

0.1%

13.3%

Q9-6. How quickly fire department responds to emergencies

30.8%

33.6%

12.1%

0.9%

0.3%

22.4%

WITHOUT “DON’T KNOW”

Q9. FIRE AND EMERGENCY MEDICAL 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 fire and emergency medical services provided by the City of Lee's Summit. (without "don't know") (N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Q9-1. Overall quality of local fire protection

43.4%

46.2%

10.2%

0.3%

0.0%

Q9-2. Overall quality of ambulance service

42.2%

43.3%

13.7%

0.4%

0.4%

Q9-3. Visibility of fire department personnel

34.1%

46.4%

18.9%

0.5%

0.0%

Q9-4. Efforts to enhance fire prevention

25.6%

42.5%

29.4%

2.4%

0.1%

Q9-5. Number of fire stations

26.2%

50.6%

19.4%

3.7%

0.1%

Q9-6. How quickly fire department responds to emergencies

39.6%

43.2%

15.6%

1.2%

0.4%

Page 225

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q10. Which TWO of the fire and emergency medical services listed in Question 9 do you think are the MOST IMPORTANT services for the City to provide?

Q10. Top choice Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention Number of fire stations How quickly fire department responds to emergencies None chosen Total

Number 225 101 4 25 34 427 78 894

Percent 25.2 % 11.3 % 0.4 % 2.8 % 3.8 % 47.8 % 8.7 % 100.0 %

Q10. Which TWO of the fire and emergency medical services listed in Question 9 do you think are the MOST IMPORTANT services for the City to provide?

Q10. 2nd choice Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention Number of fire stations How quickly fire department responds to emergencies None chosen Total

Number 242 286 12 71 52 142 89 894

Percent 27.1 % 32.0 % 1.3 % 7.9 % 5.8 % 15.9 % 10.0 % 100.0 %

SUM OF THE TOP TWO CHOICES

Q10. Which TWO of the fire and emergency medical services listed in Question 9 do you think are the MOST IMPORTANT services for the City to provide? (top 2) Q10. Top choice Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention Number of fire stations How quickly fire department responds to emergencies None chosen Total

Number 467 387 16 96 86 569 78 1699

Percent 52.2 % 43.3 % 1.8 % 10.7 % 9.6 % 63.6 % 8.7 %

Page 226

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q11. 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=894) Very safe

Neutral

Unsafe

35.2%

3.2%

0.4%

0.0%

1.3%

37.1%

44.2%

12.0%

4.8%

0.2%

1.7%

Q11-3. In City parks during the day

39.9%

40.8%

11.9%

0.9%

0.0%

6.5%

Q11-4. In City parks at night

9.2%

27.7%

33.4%

10.4%

1.2%

18.0%

Q11-5. Traveling on City streets

38.1%

50.3%

7.5%

1.8%

0.4%

1.8%

Q11-6. In other public areas in Lee's Summit

30.1%

53.6%

12.1%

0.9%

0.0%

3.4%

Q11-7. Overall feeling of safety in Lee's Summit

37.2%

54.0%

5.5%

1.3%

0.3%

1.6%

Q11-1. In your neighborhood during the day

59.7%

Q11-2. In your neighborhood at night

Safe

Very unsafe

Don't know

WITHOUT “DON’T KNOW”

Q11. 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=894) Very safe

Neutral

Unsafe

35.7%

3.3%

0.5%

0.0%

37.8%

44.9%

12.2%

4.9%

0.2%

Q11-3. In City parks during the day

42.7%

43.7%

12.7%

1.0%

0.0%

Q11-4. In City parks at night

11.2%

33.8%

40.8%

12.7%

1.5%

Q11-5. Traveling on City streets

38.8%

51.3%

7.6%

1.8%

0.5%

Q11-6. In other public areas in Lee's Summit

31.1%

55.4%

12.5%

0.9%

0.0%

Q11-7. Overall feeling of safety in Lee's Summit

37.8%

54.9%

5.6%

1.4%

0.3%

Q11-1. In your neighborhood during the day

60.5%

Q11-2. In your neighborhood at night

Safe

Very unsafe

Page 227

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q12. STREETS, SIDEWALKS, AND INFRASTRUCTURE. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City services.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q12-1. Quality of City streets (excluding MoDOT highways)

7.8%

49.4%

21.0%

16.0%

3.7%

2.0%

Q12-2. Quality of sidewalks

9.2%

43.8%

25.5%

16.0%

2.9%

2.6%

Q12-3. Maintenance of City traffic signals/street signs

14.9%

57.3%

15.9%

7.7%

1.8%

2.5%

Q12-4. Adequacy of public transportation system

5.9%

13.3%

30.6%

16.9%

6.6%

26.6%

Q12-5. Adequacy of sidewalks

9.8%

39.8%

28.4%

13.3%

3.7%

4.9%

Q12-6. Adequacy of shared use path/trail system

11.4%

39.3%

26.5%

5.4%

2.7%

14.8%

Q12-7. Adequacy of bicycling accommodations

9.8%

29.4%

29.0%

8.2%

3.6%

20.0%

Q12-8. Maintenance & preservation of Downtown Lee's Summit

35.5%

48.4%

10.2%

1.9%

1.0%

3.0%

Q12-9. Snow removal on major City streets

20.5%

51.9%

12.6%

8.4%

4.3%

2.3%

Q12-10. Snow removal on streets in your neighborhood

12.4%

32.1%

14.3%

21.5%

17.3%

2.3%

Q12-11. Overall cleanliness of City streets & public areas

16.8%

59.1%

15.0%

5.5%

1.6%

2.1%

Q12-12. Maintenance of stormwater drainage system

11.7%

43.4%

24.0%

4.6%

2.0%

14.2%

Page 228

2019 City of Lee's Summit Citizen Survey Final Findings Report

WITHOUT “DON’T KNOW”

Q12. STREETS, SIDEWALKS, AND INFRASTRUCTURE. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City services. (without "don't know") (N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Q12-1. Quality of City streets (excluding MoDOT highways)

8.0%

50.5%

21.5%

16.3%

3.8%

Q12-2. Quality of sidewalks

9.4%

45.0%

26.2%

16.4%

3.0%

15.3%

58.7%

16.3%

7.9%

1.8%

8.1%

18.1%

41.8%

23.0%

9.0%

Q12-5. Adequacy of sidewalks

10.4%

41.9%

29.9%

14.0%

3.9%

Q12-6. Adequacy of shared use path/ trail system

13.4%

46.1%

31.1%

6.3%

3.1%

Q12-7. Adequacy of bicycling accommodations

12.3%

36.8%

36.2%

10.2%

4.5%

Q12-8. Maintenance & preservation of Downtown Lee's Summit

36.6%

49.9%

10.5%

2.0%

1.0%

Q12-9. Snow removal on major City streets

21.0%

53.2%

12.9%

8.6%

4.4%

Q12-10. Snow removal on streets in your neighborhood

12.7%

32.9%

14.7%

22.0%

17.8%

Q12-11. Overall cleanliness of City streets & public areas

17.1%

60.3%

15.3%

5.6%

1.6%

Q12-12. Maintenance of stormwater drainage system

13.7%

50.6%

28.0%

5.3%

2.3%

Q12-3. Maintenance of City traffic signals/street signs Q12-4. Adequacy of public transportation system

Page 229

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q13. Which FOUR of the services listed in Question 12 do you think are the MOST IMPORTANT services for the City to provide?

Q13. Top choice Quality of City streets (excluding MoDOT highways) Quality of sidewalks Maintenance of City traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance & preservation of Downtown Lee's Summit Snow removal on major City streets Snow removal on streets in your neighborhood Overall cleanliness of City streets & public areas Maintenance of stormwater drainage system None chosen Total

Number 519 17 53 21 15 3 8 34 58 46 26 25 69 894

Percent 58.1 % 1.9 % 5.9 % 2.3 % 1.7 % 0.3 % 0.9 % 3.8 % 6.5 % 5.1 % 2.9 % 2.8 % 7.7 % 100.0 %

Q13. Which FOUR of the services listed in Question 12 do you think are the MOST IMPORTANT services for the City to provide?

Q13. 2nd choice Quality of City streets (excluding MoDOT highways) Quality of sidewalks Maintenance of City traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance & preservation of Downtown Lee's Summit Snow removal on major City streets Snow removal on streets in your neighborhood Overall cleanliness of City streets & public areas Maintenance of stormwater drainage system None chosen Total

Number 62 112 135 21 39 13 14 66 156 97 71 35 73 894

Percent 6.9 % 12.5 % 15.1 % 2.3 % 4.4 % 1.5 % 1.6 % 7.4 % 17.4 % 10.9 % 7.9 % 3.9 % 8.2 % 100.0 %

Page 230

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q13. Which FOUR of the services listed in Question 12 do you think are the MOST IMPORTANT services for the City to provide?

Q13. 3rd choice Quality of City streets (excluding MoDOT highways) Quality of sidewalks Maintenance of City traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance & preservation of Downtown Lee's Summit Snow removal on major City streets Snow removal on streets in your neighborhood Overall cleanliness of City streets & public areas Maintenance of stormwater drainage system None chosen Total

Number 59 54 95 31 43 28 14 76 158 103 90 64 79 894

Percent 6.6 % 6.0 % 10.6 % 3.5 % 4.8 % 3.1 % 1.6 % 8.5 % 17.7 % 11.5 % 10.1 % 7.2 % 8.8 % 100.0 %

Q13. Which FOUR of the services listed in Question 12 do you think are the MOST IMPORTANT services for the City to provide?

Q13. 4th choice Quality of City streets (excluding MoDOT highways) Quality of sidewalks Maintenance of City traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance & preservation of Downtown Lee's Summit Snow removal on major City streets Snow removal on streets in your neighborhood Overall cleanliness of City streets & public areas Maintenance of stormwater drainage system None chosen Total

Number 41 47 67 27 33 22 22 62 98 135 140 94 106 894

Percent 4.6 % 5.3 % 7.5 % 3.0 % 3.7 % 2.5 % 2.5 % 6.9 % 11.0 % 15.1 % 15.7 % 10.5 % 11.9 % 100.0 %

Page 231

2019 City of Lee's Summit Citizen Survey Final Findings Report

SUM OF THE TOP FOUR CHOICES

Q13. Which FOUR of the services listed in Question 12 do you think are the MOST IMPORTANT services for the City to provide? (top 4) Q13. Top choice Quality of City streets (excluding MoDOT highways) Quality of sidewalks Maintenance of City traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance & preservation of Downtown Lee's Summit Snow removal on major City streets Snow removal on streets in your neighborhood Overall cleanliness of City streets & public areas Maintenance of stormwater drainage system None chosen Total

Number 681 230 350 100 130 66 58 238 470 381 327 218 69 3318

Percent 76.2 % 25.7 % 39.1 % 11.2 % 14.5 % 7.4 % 6.5 % 26.6 % 52.6 % 42.6 % 36.6 % 24.4 % 7.7 %

Page 232

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q14. CODE ENFORCEMENT. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City code enforcement.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q14-1. Enforcing cleanup of litter & debris

8.1%

38.7%

26.2%

10.6%

2.9%

13.5%

Q14-2. Enforcing mowing of grass & weeds on private property

7.9%

33.8%

26.8%

12.9%

3.6%

15.0%

Q14-3. Enforcing maintenance of residential property

6.4%

35.9%

28.6%

10.9%

3.4%

14.9%

Q14-4. Enforcing maintenance of business property

8.1%

39.0%

28.4%

5.4%

1.9%

17.2%

Q14-5. Enforcing sign regulations

8.3%

37.0%

30.3%

3.9%

2.0%

18.5%

20.1%

57.5%

14.4%

4.4%

0.3%

3.2%

Q14-6. Overall appearance of City

WITHOUT “DON’T KNOW”

Q14. CODE ENFORCEMENT. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City code enforcement. (without "don't know") (N=894) Very satisfied Q14-1. Enforcing cleanup of litter & debris 9.3%

Satisfied 44.8%

Neutral 30.3%

Dissatisfied 12.3%

Very dissatisfied 3.4%

Q14-2. Enforcing mowing of grass & weeds on private property

9.3%

39.7%

31.6%

15.1%

4.2%

Q14-3. Enforcing maintenance of residential property

7.5%

42.2%

33.6%

12.7%

3.9%

Q14-4. Enforcing maintenance of business property

9.7%

47.2%

34.3%

6.5%

2.3%

Q14-5. Enforcing sign regulations

10.2%

45.4%

37.2%

4.8%

2.5%

Q14-6. Overall appearance of City

20.8%

59.4%

14.9%

4.5%

0.3%

Page 233

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q15. Which THREE of the code enforcement services listed in Question 14 do you think are the MOST IMPORTANT services for the City to provide?

Q15. Top choice Enforcing cleanup of litter & debris Enforcing mowing of grass & weeds on private property Enforcing maintenance of residential property Enforcing maintenance of business property Enforcing sign regulations Overall appearance of City None chosen Total

Number 278 78 86 46 22 302 82 894

Percent 31.1 % 8.7 % 9.6 % 5.1 % 2.5 % 33.8 % 9.2 % 100.0 %

Q15. Which THREE of the code enforcement services listed in Question 14 do you think are the MOST IMPORTANT services for the City to provide?

Q15. 2nd choice Enforcing cleanup of litter & debris Enforcing mowing of grass & weeds on private property Enforcing maintenance of residential property Enforcing maintenance of business property Enforcing sign regulations Overall appearance of City None chosen Total

Number 191 172 172 135 43 87 94 894

Percent 21.4 % 19.2 % 19.2 % 15.1 % 4.8 % 9.7 % 10.5 % 100.0 %

Q15. Which THREE of the code enforcement services listed in Question 14 do you think are the MOST IMPORTANT services for the City to provide?

Q15. 3rd choice Enforcing cleanup of litter & debris Enforcing mowing of grass & weeds on private property Enforcing maintenance of residential property Enforcing maintenance of business property Enforcing sign regulations Overall appearance of City None chosen Total

Number 131 116 173 150 64 153 107 894

Percent 14.7 % 13.0 % 19.4 % 16.8 % 7.2 % 17.1 % 12.0 % 100.0 %

SUM OF THE TOP THREE CHOICES

Q15. Which THREE of the code enforcement services listed in Question 14 do you think are the MOST IMPORTANT services for the City to provide? (top 3) Q15. Top choice Enforcing cleanup of litter & debris Enforcing mowing of grass & weeds on private property Enforcing maintenance of residential property Enforcing maintenance of business property Enforcing sign regulations Overall appearance of City None chosen Total

Number 600 366 431 331 129 542 82 2481

Percent 67.1 % 40.9 % 48.2 % 37.0 % 14.4 % 60.6 % 9.2 %

Page 234

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q16. How supportive would you be of the City of Lee's Summit moving toward a proactive code enforcement approach?

Q16. How supportive would you be of City moving toward a proactive code enforcement approach Very supportive Supportive Neutral Not supportive Not supportive at all Don't know Total

Number 191 278 177 47 14 187 894

Percent 21.4 % 31.1 % 19.8 % 5.3 % 1.6 % 20.9 % 100.0 %

WITHOUT “DON’T KNOW”

Q16. How supportive would you be of the City of Lee's Summit moving toward a proactive code enforcement approach? (without "don't know") Q16. How supportive would you be of City moving toward a proactive code enforcement approach Very supportive Supportive Neutral Not supportive Not supportive at all Total

Number 191 278 177 47 14 707

Percent 27.0 % 39.3 % 25.0 % 6.6 % 2.0 % 100.0 %

Page 235

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q17. Is your water provided by district 13 or Cass County district three?

Q17. Is your water provided by District 13 or Cass County District 3 Yes No Not provided Total

Number 337 384 173 894

Percent 37.7 % 43.0 % 19.4 % 100.0 %

WITHOUT “NOT PROVIDED”

Q17. Is your water provided by district 13 or Cass County district three? (without "not provided") Q17. Is your water provided by District 13 or Cass County District 3 Yes No Total

Number 337 384 721

Percent 46.7 % 53.3 % 100.0 %

Page 236

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q17a. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City water services.

(N=384) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q17a-1. Reliability of water pressure in your home

37.0%

41.7%

6.0%

4.2%

1.3%

9.9%

Q17a-2. Availability of account information

32.6%

45.8%

6.3%

1.8%

0.3%

13.3%

Q17a-3. Overall quality of customer service

30.7%

38.0%

12.5%

1.6%

0.0%

17.2%

WITHOUT “DON’T KNOW”

Q17a. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City water services. (without "don't know") (N=384) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Q17a-1. Reliability of water pressure in your home

41.0%

46.2%

6.6%

4.6%

1.4%

Q17a-2. Availability of account information

37.5%

52.9%

7.2%

2.1%

0.3%

Q17a-3. Overall quality of customer service

37.1%

45.9%

15.1%

1.9%

0.0%

Page 237

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. PARKS AND RECREATION SERVICES. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of Parks and Recreation.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q18-1. Lee's Summit Parks & Recreation Board

22.3%

38.7%

19.0%

1.8%

0.7%

17.6%

Q18-2. Maintenance of City parks

29.9%

52.1%

10.6%

0.9%

0.4%

6.0%

Q18-3. Number of City parks (currently 32 parks)

39.6%

42.8%

9.5%

1.7%

0.3%

6.0%

Q18-4. Number of playgrounds

31.0%

41.2%

15.1%

2.2%

0.4%

10.1%

Q18-5. Miles of walking/ biking trails (currently 76 miles)

29.8%

41.8%

15.4%

3.8%

0.8%

8.4%

Q18-6. Legacy Park Community Center

36.0%

37.1%

12.8%

1.1%

0.3%

12.6%

Q18-7. Harris Park Community Center

24.3%

32.3%

17.7%

1.0%

0.1%

24.6%

Q18-8. Gamber Community Center

25.8%

32.7%

16.0%

0.8%

0.3%

24.4%

Q18-9. Hartman Park Sports Area

19.2%

29.2%

19.8%

0.6%

0.1%

31.1%

Q18-10. Legacy Park youth sports fields

29.6%

33.4%

15.2%

1.5%

0.2%

20.0%

Q18-11. Youth sports practice areas

17.7%

31.4%

21.1%

2.9%

0.8%

26.1%

Q18-12. Youth athletic programs

19.6%

33.9%

19.0%

1.3%

0.4%

25.7%

Q18-13. Adult athletic programs

15.7%

32.9%

20.9%

1.6%

0.1%

28.9%

Page 238

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q18. PARKS AND RECREATION SERVICES. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of Parks and Recreation.

Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q18-14. Other recreation programs, such as classes & summer camps

18.5%

34.5%

21.7%

1.5%

0.4%

23.5%

Q18-15. Ease of registering for programs

18.7%

34.7%

21.4%

2.2%

0.7%

22.4%

Q18-16. Fees charged for activities

15.1%

34.1%

23.4%

5.1%

2.9%

19.4%

Q18-17. Legacy Park Amphitheater

20.0%

26.5%

19.9%

0.6%

0.6%

32.4%

Q18-18. Summit Ice

18.2%

25.4%

19.5%

0.6%

0.3%

36.0%

Q18-19. Summit Waves

19.8%

30.1%

18.5%

3.0%

1.0%

27.6%

Page 239

2019 City of Lee's Summit Citizen Survey Final Findings Report

WITHOUT “DON’T KNOW”

Q18. PARKS AND RECREATION SERVICES. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of Parks and Recreation. (without "don't know") (N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Q18-1. Lee's Summit Parks & Recreation Board

27.0%

46.9%

23.1%

2.2%

0.8%

Q18-2. Maintenance of City parks

31.8%

55.5%

11.3%

1.0%

0.5%

Q18-3. Number of City parks (currently 32 parks)

42.1%

45.6%

10.1%

1.8%

0.4%

Q18-4. Number of playgrounds

34.5%

45.8%

16.8%

2.5%

0.5%

Q18-5. Miles of walking/biking trails (currently 76 miles)

32.5%

45.7%

16.8%

4.2%

0.9%

Q18-6. Legacy Park Community Center

41.2%

42.5%

14.6%

1.3%

0.4%

Q18-7. Harris Park Community Center

32.2%

42.9%

23.4%

1.3%

0.1%

Q18-8. Gamber Community Center

34.2%

43.2%

21.2%

1.0%

0.4%

Q18-9. Hartman Park Sports Area

27.9%

42.4%

28.7%

0.8%

0.2%

Q18-10. Legacy Park youth sports fields

37.1%

41.8%

19.0%

1.8%

0.3%

Q18-11. Youth sports practice areas

23.9%

42.5%

28.6%

3.9%

1.1%

Q18-12. Youth athletic programs

26.4%

45.6%

25.6%

1.8%

0.6%

Q18-13. Adult athletic programs

22.0%

46.2%

29.4%

2.2%

0.2%

Q18-14. Other recreation programs, such as classes & summer camps

24.1%

45.0%

28.4%

1.9%

0.6%

Q18-15. Ease of registering for programs

24.1%

44.7%

27.5%

2.9%

0.9%

Q18-16. Fees charged for activities

18.7%

42.3%

29.0%

6.4%

3.6%

Q18-17. Legacy Park Amphitheater

29.6%

39.2%

29.5%

0.8%

0.8%

Q18-18. Summit Ice

28.5%

39.7%

30.4%

0.9%

0.5%

Q18-19. Summit Waves

27.4%

41.6%

25.5%

4.2%

1.4%

Page 240

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q19. Which FOUR of the Parks and Recreation services listed in Question 18 do you think are the MOST IMPORTANT services for the City to provide?

Q19. Top choice Lee's Summit Parks & Recreation Board Maintenance of City parks Number of City parks (currently 32 parks) Number of playgrounds Miles of walking/biking trails (currently 76 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Legacy Park youth sports fields Youth sports practice areas Youth athletic programs Adult athletic programs Other recreation programs, such as classes & summer camps Ease of registering for programs Fees charged for activities Legacy Park Amphitheater Summit Waves None chosen Total

Number 63 402 39 12 43 42 1 9 12 14 26 7

Percent 7.0 % 45.0 % 4.4 % 1.3 % 4.8 % 4.7 % 0.1 % 1.0 % 1.3 % 1.6 % 2.9 % 0.8 %

6 3 27 7 7 174 894

0.7 % 0.3 % 3.0 % 0.8 % 0.8 % 19.5 % 100.0 %

Q19. Which FOUR of the Parks and Recreation services listed in Question 18 do you think are the MOST IMPORTANT services for the City to provide?

Q19. 2nd choice Lee's Summit Parks & Recreation Board Maintenance of City parks Number of City parks (currently 32 parks) Number of playgrounds Miles of walking/biking trails (currently 76 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park youth sports fields Youth sports practice areas Youth athletic programs Adult athletic programs Other recreation programs, such as classes & summer camps Ease of registering for programs Fees charged for activities Legacy Park Amphitheater Summit Ice Summit Waves None chosen Total

Number 24 116 88 57 97 45 6 23 3 31 28 79 11

Percent 2.7 % 13.0 % 9.8 % 6.4 % 10.9 % 5.0 % 0.7 % 2.6 % 0.3 % 3.5 % 3.1 % 8.8 % 1.2 %

32 14 27 3 6 12 192 894

3.6 % 1.6 % 3.0 % 0.3 % 0.7 % 1.3 % 21.5 % 100.0 %

Page 241

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q19. Which FOUR of the Parks and Recreation services listed in Question 18 do you think are the MOST IMPORTANT services for the City to provide?

Q19. 3rd choice Lee's Summit Parks & Recreation Board Maintenance of City parks Number of City parks (currently 32 parks) Number of playgrounds Miles of walking/biking trails (currently 76 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park youth sports fields Youth sports practice areas Youth athletic programs Adult athletic programs Other recreation programs, such as classes & summer camps Ease of registering for programs Fees charged for activities Legacy Park Amphitheater Summit Ice Summit Waves None chosen Total

Number 29 36 53 75 84 43 5 29 1 38 32 88 28

Percent 3.2 % 4.0 % 5.9 % 8.4 % 9.4 % 4.8 % 0.6 % 3.2 % 0.1 % 4.3 % 3.6 % 9.8 % 3.1 %

33 27 41 14 9 15 214 894

3.7 % 3.0 % 4.6 % 1.6 % 1.0 % 1.7 % 23.9 % 100.0 %

Q19. Which FOUR of the Parks and Recreation services listed in Question 18 do you think are the MOST IMPORTANT services for the City to provide?

Q19. 4th choice Lee's Summit Parks & Recreation Board Maintenance of City parks Number of City parks (currently 32 parks) Number of playgrounds Miles of walking/biking trails (currently 76 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park youth sports fields Youth sports practice areas Youth athletic programs Adult athletic programs Other recreation programs, such as classes & summer camps Ease of registering for programs Fees charged for activities Legacy Park Amphitheater Summit Ice Summit Waves None chosen Total

Number 41 35 31 60 67 25 6 17 6 27 27 55 30

Percent 4.6 % 3.9 % 3.5 % 6.7 % 7.5 % 2.8 % 0.7 % 1.9 % 0.7 % 3.0 % 3.0 % 6.2 % 3.4 %

64 32 78 21 10 26 236 894

7.2 % 3.6 % 8.7 % 2.3 % 1.1 % 2.9 % 26.4 % 100.0 %

Page 242

2019 City of Lee's Summit Citizen Survey Final Findings Report

SUM OF THE TOP FOUR CHOICES

Q19. Which FOUR of the Parks and Recreation services listed in Question 18 do you think are the MOST IMPORTANT services for the City to provide? (top 4) Q19. Top choice Lee's Summit Parks & Recreation Board Maintenance of City parks Number of City parks (currently 32 parks) Number of playgrounds Miles of walking/biking trails (currently 76 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park youth sports fields Youth sports practice areas Youth athletic programs Adult athletic programs Other recreation programs, such as classes & summer camps Ease of registering for programs Fees charged for activities Legacy Park Amphitheater Summit Ice Summit Waves None chosen Total

Number 157 589 211 204 291 155 18 78 10 108 101 248 76

Percent 17.6 % 65.9 % 23.6 % 22.8 % 32.6 % 17.3 % 2.0 % 8.7 % 1.1 % 12.1 % 11.3 % 27.7 % 8.5 %

135 76 173 45 25 60 174 2934

15.1 % 8.5 % 19.4 % 5.0 % 2.8 % 6.7 % 19.5 %

Page 243

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q20. Please CHECK ALL of the following sources of information you CURRENTLY USE to get information about the City of Lee's Summit.

Q20. Sources of information you use to get information about City of Lee's Summit Alexa Flash Briefing Broadcast news television City publications (e.g. brochures, water report, election info) City redesigned website (Cityofls.net) Community Counts Newsletter Digital billboards E-newsletters such as City Portal, Council Debrief & Friends of Parks LSTV-Government cable channel (channels 2, 7, 99, or 143) Lee's Summit Illustrated, Parks & Recreation program/ activity guide Newspaper NextDoor Public meetings Radio Social media (Facebook, Twitter, Instagram) Special message section on water bill & water bill inserts Video on City's website YouTube Other Total

Number 33 408

Percent 3.7 % 45.6 %

531 328 151 124

59.4 % 36.7 % 16.9 % 13.9 %

130

14.5 %

119

13.3 %

662 249 191 68 128 440 199 49 14 43 3867

74.0 % 27.9 % 21.4 % 7.6 % 14.3 % 49.2 % 22.3 % 5.5 % 1.6 % 4.8 %

Page 244

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q20-18. Other Q20-18. Other Word of mouth Lee's Summit Connect Google Email Chamber of Commerce HOA Local news Information posted at city Parks and Rec facilities Billboard Text Link LS Neighbors Signs in store windows or banners on the streets Signs at Legacy Lee's Summit Life Lee's Summit Magazine Talked to elected officials CITY APP Mail TV Banners Apps Signs News on TV Word of mouth, posters, banners Phone messages Total

Number 10 4 3 2 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 43

Percent 23.3 % 9.3 % 7.0 % 4.7 % 4.7 % 4.7 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 2.3 % 100.0 %

Page 245

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q21. Which FOUR of the information sources listed in Question 20 are the MOST PREFERRED method for you to get information about the City of Lee's Summit?

Q21. Top choice Alexa Flash Briefing Broadcast news television City publications (e.g. brochures, water report, election info) City redesigned website (Cityofls.net) Community Counts Newsletter Digital billboards E-newsletters such as City Portal, Council Debrief & Friends of Parks LSTV-Government cable channel (channels 2, 7, 99, or 143) Lee's Summit Illustrated, Parks & Recreation program/ activity guide Newspaper NextDoor Public meetings Radio Social media (Facebook, Twitter, Instagram) Special message section on water bill & water bill inserts Video on City's website YouTube Other None chosen Total

Number 6 110

Percent 0.7 % 12.3 %

117 89 24 8

13.1 % 10.0 % 2.7 % 0.9 %

22

2.5 %

18

2.0 %

143 37 18 1 11 136 9 2 1 7 135 894

16.0 % 4.1 % 2.0 % 0.1 % 1.2 % 15.2 % 1.0 % 0.2 % 0.1 % 0.8 % 15.1 % 100.0 %

Page 246

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q21. Which FOUR of the information sources listed in Question 20 are the MOST PREFERRED method for you to get information about the City of Lee's Summit?

Q21. 2nd choice Alexa Flash Briefing Broadcast news television City publications (e.g. brochures, water report, election info) City redesigned website (Cityofls.net) Community Counts Newsletter Digital billboards E-newsletters such as City Portal, Council Debrief & Friends of Parks LSTV-Government cable channel (channels 2, 7, 99, or 143) Lee's Summit Illustrated, Parks & Recreation program/ activity guide Newspaper NextDoor Public meetings Radio Social media (Facebook, Twitter, Instagram) Special message section on water bill & water bill inserts Video on City's website Other None chosen Total

Number 6 51

Percent 0.7 % 5.7 %

100 88 32 17

11.2 % 9.8 % 3.6 % 1.9 %

38

4.3 %

31

3.5 %

154 44 32 9 18 80 17 4 7 166 894

17.2 % 4.9 % 3.6 % 1.0 % 2.0 % 8.9 % 1.9 % 0.4 % 0.8 % 18.6 % 100.0 %

Page 247

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q21. Which FOUR of the information sources listed in Question 20 are the MOST PREFERRED method for you to get information about the City of Lee's Summit?

Q21. 3rd choice Alexa Flash Briefing Broadcast news television City publications (e.g. brochures, water report, election info) City redesigned website (Cityofls.net) Community Counts Newsletter Digital billboards E-newsletters such as City Portal, Council Debrief & Friends of Parks LSTV-Government cable channel (channels 2, 7, 99, or 143) Lee's Summit Illustrated, Parks & Recreation program/ activity guide Newspaper NextDoor Public meetings Radio Social media (Facebook, Twitter, Instagram) Special message section on water bill & water bill inserts Video on City's website YouTube Other None chosen Total

Number 6 50

Percent 0.7 % 5.6 %

83 74 22 21

9.3 % 8.3 % 2.5 % 2.3 %

26

2.9 %

18

2.0 %

116 35 31 18 27 85 35 9 3 8 227 894

13.0 % 3.9 % 3.5 % 2.0 % 3.0 % 9.5 % 3.9 % 1.0 % 0.3 % 0.9 % 25.4 % 100.0 %

Page 248

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q21. Which FOUR of the information sources listed in Question 20 are the MOST PREFERRED method for you to get information about the City of Lee's Summit?

Q21. 4th choice Alexa Flash Briefing Broadcast news television City publications (e.g. brochures, water report, election info) City redesigned website (Cityofls.net) Community Counts Newsletter Digital billboards E-newsletters such as City Portal, Council Debrief & Friends of Parks LSTV-Government cable channel (channels 2, 7, 99, or 143) Lee's Summit Illustrated, Parks & Recreation program/ activity guide Newspaper NextDoor Public meetings Radio Social media (Facebook, Twitter, Instagram) Special message section on water bill & water bill inserts Video on City's website YouTube Other None chosen Total

Number 5 51

Percent 0.6 % 5.7 %

72 37 27 22

8.1 % 4.1 % 3.0 % 2.5 %

19

2.1 %

12

1.3 %

84 40 33 24 23 65 49 18 2 9 302 894

9.4 % 4.5 % 3.7 % 2.7 % 2.6 % 7.3 % 5.5 % 2.0 % 0.2 % 1.0 % 33.8 % 100.0 %

Page 249

2019 City of Lee's Summit Citizen Survey Final Findings Report

SUM OF THE TOP FOUR CHOICES

Q21. Which FOUR of the information sources listed in Question 20 are the MOST PREFERRED method for you to get information about the City of Lee's Summit? (top 4) Q21. Top choice Alexa Flash Briefing Broadcast news television City publications (e.g. brochures, water report, election info) City redesigned website (Cityofls.net) Community Counts Newsletter Digital billboards E-newsletters such as City Portal, Council Debrief & Friends of Parks LSTV-Government cable channel (channels 2, 7, 99, or 143) Lee's Summit Illustrated, Parks & Recreation program/ activity guide Newspaper NextDoor Public meetings Radio Social media (Facebook, Twitter, Instagram) Special message section on water bill & water bill inserts Video on City's website YouTube Other None chosen Total

Number 23 262

Percent 2.6 % 29.3 %

372 288 105 68

41.6 % 32.2 % 11.7 % 7.6 %

105

11.7 %

79

8.8 %

497 156 114 52 79 366 110 33 6 31 135 2881

55.6 % 17.4 % 12.8 % 5.8 % 8.8 % 40.9 % 12.3 % 3.7 % 0.7 % 3.5 % 15.1 %

Page 250

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q22. COMMUNICATION. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City communication.

(N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Don't know

Q22-1. Availability of information about City programs & services

14.4%

45.7%

25.2%

4.1%

1.7%

8.8%

Q22-2. City efforts to keep you informed about local issues

11.7%

36.6%

30.2%

9.4%

3.2%

8.8%

Q22-3. Level of public involvement in local decisionmaking

6.2%

25.3%

35.7%

12.1%

4.1%

16.7%

Q22-4. Information provided on City's redesigned website (Cityofls.net)

8.4%

30.2%

28.6%

2.2%

0.9%

29.6%

Q22-5. Programming on LSTV, City's government access cable channel (Comcast 7, Spectrum 2, AT&T U-verse 99 & Google TV 143)

6.3%

17.6%

28.9%

1.6%

0.9%

44.9%

WITHOUT “DON’T KNOW”

Q22. COMMUNICATION. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please indicate how satisfied you are with the following aspects of City communication. (without "don't know") (N=894) Very satisfied

Satisfied

Neutral

Dissatisfied

Very dissatisfied

Q22-1. Availability of information about City programs & services

15.8%

50.2%

27.6%

4.5%

1.8%

Q22-2. City efforts to keep you informed about local issues

12.9%

40.1%

33.1%

10.3%

3.6%

Q22-3. Level of public involvement in local decision-making

7.4%

30.3%

42.8%

14.5%

5.0%

Q22-4. Information provided on City's redesigned website (Cityofls.net)

11.9%

42.9%

40.7%

3.2%

1.3%

Q22-5. Programming on LSTV, City's government access cable channel (Comcast 7, Spectrum 2, AT&T U-verse 99 & Google TV 143)

11.4%

31.8%

52.3%

2.8%

1.6% Page 251

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q23. Approximately how often do you watch the City's government access cable channels (Channels 2, 7, 99 or 143)?

Q23. How often do you watch City's government access cable channels (Channel 2, 7, 99 or 143) Every day At least once per week At least once per month Once or twice a year Not at all Not provided Total

Number 9 61 99 90 617 18 894

Percent 1.0 % 6.8 % 11.1 % 10.1 % 69.0 % 2.0 % 100.0 %

WITHOUT â&#x20AC;&#x153;NOT PROVIDEDâ&#x20AC;?

Q23. Approximately how often do you watch the City's government access cable channels (Channels 2, 7, 99 or 143)? (without "not provided") Q23. How often do you watch City's government access cable channels (Channel 2, 7, 99 or 143) Every day At least once per week At least once per month Once or twice a year Not at all Total

Number 9 61 99 90 617 876

Percent 1.0 % 7.0 % 11.3 % 10.3 % 70.4 % 100.0 %

Page 252

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24. Have you had any contact with the City of Lee's Summit during the past year?

Q24. Have you had any contact with City of Lee's Summit during past year Yes No Total

Number 479 415 894

Percent 53.6 % 46.4 % 100.0 %

Page 253

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24a. Which City department did you contact most recently?

Q24a. Which City department did you contact most recently Administration Airport Animal Control City Clerk Codes Enforcement Finance/Treasury Fire Human Resources Information Technology (IT) Services Law Municipal Court Parks & Recreation Planning & Development Police Public Works-Admin & Engineering Public Works Operations (Streets) Solid Waste & Environment Water Utilities Not provided Total

Number 30 9 39 46 38 27 16 4 2 5 9 87 22 46 8 26 16 48 1 479

Percent 6.3 % 1.9 % 8.1 % 9.6 % 7.9 % 5.6 % 3.3 % 0.8 % 0.4 % 1.0 % 1.9 % 18.2 % 4.6 % 9.6 % 1.7 % 5.4 % 3.3 % 10.0 % 0.2 % 100.0 %

Page 254

2019 City of Lee's Summit Citizen Survey Final Findings Report

WITHOUT â&#x20AC;&#x153;NOT PROVIDEDâ&#x20AC;?

Q24a. Which City department did you contact most recently? (without "not provided") Q24a. Which City department did you contact most recently Administration Airport Animal Control City Clerk Codes Enforcement Finance/Treasury Fire Human Resources Information Technology (IT) Services Law Municipal Court Parks & Recreation Planning & Development Police Public Works-Admin & Engineering Public Works Operations (Streets) Solid Waste & Environment Water Utilities Total

Number 30 9 39 46 38 27 16 4 2 5 9 87 22 46 8 26 16 48 478

Percent 6.3 % 1.9 % 8.2 % 9.6 % 7.9 % 5.6 % 3.3 % 0.8 % 0.4 % 1.0 % 1.9 % 18.2 % 4.6 % 9.6 % 1.7 % 5.4 % 3.3 % 10.0 % 100.0 %

Page 255

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24b. How easy was it to contact the person you needed to reach?

Q24b. How easy was it to contact the person you needed to reach Very easy Easy Difficult Very difficult Don't know Total

Number 219 207 22 14 17 479

Percent 45.7 % 43.2 % 4.6 % 2.9 % 3.5 % 100.0 %

WITHOUT “DON’T KNOW”

Q24b. How easy was it to contact the person you needed to reach? (without "don't know") Q24b. How easy was it to contact the person you needed to reach Very easy Easy Difficult Very difficult Total

Number 219 207 22 14 462

Percent 47.4 % 44.8 % 4.8 % 3.0 % 100.0 %

Page 256

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24c. CUSTOMER SERVICE. Several factors that may influence your perception of the quality of customer service you receive from City employees are listed below. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "always" and 1 means "never."

(N=479) Always

Usually

Q24c-1. They were courteous & polite

Sometimes

Seldom

Never

Don't know

60.5%

27.6%

5.8%

2.5%

0.2%

3.3%

Q24c-2. They gave prompt, accurate, & complete answers to questions

54.3%

30.1%

7.3%

1.7%

2.3%

4.4%

Q24c-3. They did what they said they would do in a timely manner

54.5%

27.3%

7.3%

1.9%

2.7%

6.3%

Q24c-4. They helped resolve an issue to your satisfaction

49.3%

28.6%

7.7%

2.3%

5.4%

6.7%

WITHOUT “DON’T KNOW”

Q24c. CUSTOMER SERVICE. Several factors that may influence your perception of the quality of customer service you receive from City employees are listed below. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "always" and 1 means "never." (without "don't know") (N=479) Q24c-1. They were courteous & polite

Always 62.6%

Usually 28.5%

Q24c-2. They gave prompt, accurate, & complete answers to questions

56.8%

31.4%

Q24c-3. They did what they said they would do in a timely manner

58.1%

Q24c-4. They helped resolve an issue to your satisfaction

52.8%

Sometimes 6.0%

Seldom 2.6%

Never 0.2%

7.6%

1.7%

2.4%

29.2%

7.8%

2.0%

2.9%

30.6%

8.3%

2.5%

5.8%

Page 257

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q24d. Which TWO of the customer service items listed in Question 24c do you think are the MOST IMPORTANT services for the City to provide?

Q24d. Top choice They were courteous & polite They gave prompt, accurate, & complete answers to questions They did what they said they would do in a timely manner They helped resolve an issue to your satisfaction None chosen Total

Number 127

Percent 26.5 %

152 56 91 53 479

31.7 % 11.7 % 19.0 % 11.1 % 100.0 %

Q24d. Which TWO of the customer service items listed in Question 24c do you think are the MOST IMPORTANT services for the City to provide?

Q24d. 2nd choice They were courteous & polite They gave prompt, accurate, & complete answers to questions They did what they said they would do in a timely manner They helped resolve an issue to your satisfaction None chosen Total

Number 67

Percent 14.0 %

108 121 120 63 479

22.5 % 25.3 % 25.1 % 13.2 % 100.0 %

SUM OF THE TOP TWO CHOICES

Q24d. Which TWO of the customer service items listed in Question 24c do you think are the MOST IMPORTANT services for the City to provide? (top 2) Q24d. Top choice They were courteous & polite They gave prompt, accurate, & complete answers to questions They did what they said they would do in a timely manner They helped resolve an issue to your satisfaction None chosen Total

Number 194

Percent 40.5 %

260 177 211 53 895

54.3 % 37.0 % 44.1 % 11.1 %

Page 258

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q25. TYPE OF DEVELOPMENT. Using a scale of 1 to 3, where a 3 means "too much" and 1 means "not enough," please rate the City's type of development in each of the following areas.

(N=894) Q25-1. Office development

Too much 6.9%

About right 67.7%

Not enough Not provided 17.3% 8.1%

Q25-2. Industrial development

7.0%

65.7%

19.7%

7.6%

Q25-3. Multi-family residential development

40.5%

47.0%

6.2%

6.4%

Q25-4. Single-family residential development

12.5%

67.7%

13.5%

6.3%

Q25-5. Retail development

11.7%

62.2%

20.1%

5.9%

WITHOUT â&#x20AC;&#x153;NOT PROVIDEDâ&#x20AC;?

Q25. TYPE OF DEVELOPMENT. Using a scale of 1 to 3, where a 3 means "too much" and 1 means "not enough," please rate the City's type of development in each of the following areas. (without "not provided") (N=894) Q25-1. Office development

Too much 7.5%

About right 73.6%

Not enough 18.9%

Q25-2. Industrial development

7.6%

71.1%

21.3%

Q25-3. Multi-family residential development

43.2%

50.2%

6.6%

Q25-4. Single-family residential development

13.4%

72.2%

14.4%

Q25-5. Retail development

12.5%

66.1%

21.4%

Page 259

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q26. SUPPORT FOR DEVELOPMENT INCENTIVES. Using a scale of 1 to 5, where a 5 means "very supportive" and 1 means "not supportive at all," please rate your level of support for having the City provide economic development incentives to encourage the following types of development in the City.

(N=894) Very supportive 13.5%

Q26-1. Office development Q26-2. Industrial development

Supportive 30.0%

Neutral 30.8%

Not supportive 7.6%

Not supportive at all 5.5%

Don't know 12.6%

11.1%

30.8%

30.0%

10.7%

5.8%

11.6%

Q26-3. Multi-family residential development

4.3%

13.8%

25.7%

23.6%

20.7%

12.0%

Q26-4. Single-family residential development

12.0%

28.5%

28.0%

11.4%

8.9%

11.2%

Q26-5. Retail development

14.5%

35.8%

23.6%

8.5%

6.3%

11.3%

WITHOUT “DON’T KNOW”

Q26. SUPPORT FOR DEVELOPMENT INCENTIVES. Using a scale of 1 to 5, where a 5 means "very supportive" and 1 means "not supportive at all," please rate your level of support for having the City provide economic development incentives to encourage the following types of development in the City. (without "don't know") (N=894) Very supportive

Supportive

Neutral

Not supportive

Not supportive at all

Q26-1. Office development

15.5%

34.3%

35.2%

8.7%

6.3%

Q26-2. Industrial development

12.5%

34.8%

33.9%

12.2%

6.6%

Q26-3. Multi-family residential development

4.8%

15.6%

29.2%

26.8%

23.5%

Q26-4. Single-family residential development

13.5%

32.1%

31.5%

12.8%

10.1%

Q26-5. Retail development

16.4%

40.4%

26.6%

9.6%

7.1%

Page 260

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q27. How supportive would you be of the City of Lee's Summit becoming more aggressive with attracting commercial development?

Q27. How supportive would you be of City becoming more aggressive with attracting commercial development Very supportive Supportive Neutral Not supportive Not supportive at all Don't know Total

Number 213 334 172 78 42 55 894

Percent 23.8 % 37.4 % 19.2 % 8.7 % 4.7 % 6.2 % 100.0 %

WITHOUT “DON’T KNOW”

Q27. How supportive would you be of the City of Lee's Summit becoming more aggressive with attracting commercial development? (without "don't know") Q27. How supportive would you be of City becoming more aggressive with attracting commercial development Very supportive Supportive Neutral Not supportive Not supportive at all Total

Number 213 334 172 78 42 839

Percent 25.4 % 39.8 % 20.5 % 9.3 % 5.0 % 100.0 %

Page 261

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q28. How supportive would you be of the City of Lee's Summit dedicating an economic development fund for activities or programs targeting commercial development?

Q28. How supportive would you be of City dedicating an economic development fund for activities or programs Very supportive Supportive Neutral Not supportive Not supportive at all Don't know Total

Number 148 261 226 113 68 78 894

Percent 16.6 % 29.2 % 25.3 % 12.6 % 7.6 % 8.7 % 100.0 %

WITHOUT “DON’T KNOW”

Q28. How supportive would you be of the City of Lee's Summit dedicating an economic development fund for activities or programs targeting commercial development? (without "don't know") Q28. How supportive would you be of City dedicating an economic development fund for activities or programs Very supportive Supportive Neutral Not supportive Not supportive at all Total

Number 148 261 226 113 68 816

Percent 18.1 % 32.0 % 27.7 % 13.8 % 8.3 % 100.0 %

Page 262

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q29. What is your age?

Q29. Your age 18-34 35-44 45-54 55-64 65+ Not provided Total

Number 188 170 165 176 183 12 894

Percent 21.0 % 19.0 % 18.5 % 19.7 % 20.5 % 1.3 % 100.0 %

Number 188 170 165 176 183 882

Percent 21.3 % 19.3 % 18.7 % 20.0 % 20.7 % 100.0 %

WITHOUT “NOT PROVIDED”

Q29. What is your age? (without "not provided") Q29. Your age 18-34 35-44 45-54 55-64 65+ Total

Page 263

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q30. Including yourself, how many people regularly live in your household?

Q30. How many people regularly live in your household 1 2 3 4 5 6 7+ Not provided Total

Number 142 364 157 141 61 21 4 4 894

Percent 15.9 % 40.7 % 17.6 % 15.8 % 6.8 % 2.3 % 0.4 % 0.4 % 100.0 %

WITHOUT â&#x20AC;&#x153;NOT PROVIDEDâ&#x20AC;?

Q30. Including yourself, how many people regularly live in your household? (without "not provided") Q30. How many people regularly live in your household 1 2 3 4 5 6 7+ Total

Number 142 364 157 141 61 21 4 890

Percent 16.0 % 40.9 % 17.6 % 15.8 % 6.9 % 2.4 % 0.4 % 100.0 %

Page 264

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q31. Including yourself, how many people in your household are...

Mean

Sum

number

2.7

2359

Under age 5

0.1

125

Ages 5-9

0.1

116

Ages 10-14

0.1

121

Ages 15-19

0.2

199

Ages 20-24

0.1

119

Ages 25-34

0.2

192

Ages 35-44

0.3

246

Ages 45-54

0.4

391

Ages 55-64

0.5

436

Ages 65-74

0.3

263

Ages 75+

0.2

151

Page 265

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q32. Which of the following best describes your current employment status?

Q32. What best describes your current employment status Employed outside the home Employed in the home/have a home-based business Student Retired Not currently employed outside the home Not provided Total

Number 555 59 5 227 31 17 894

Percent 62.1 % 6.6 % 0.6 % 25.4 % 3.5 % 1.9 % 100.0 %

WITHOUT â&#x20AC;&#x153;NOT PROVIDEDâ&#x20AC;?

Q32. Which of the following best describes your current employment status? (without "not provided") Q32. What best describes your current employment status Employed outside the home Employed in the home/have a home-based business Student Retired Not currently employed outside the home Total

Number 555 59 5 227 31 877

Percent 63.3 % 6.7 % 0.6 % 25.9 % 3.5 % 100.0 %

Page 266

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q32a. Where do you work?

Q32a. Where do you work Lee's Summit Kansas City, MO Independence, MO Elsewhere in Jackson County, MO Johnson County, KS Clay/Platte County, MO Elsewhere in MO Elsewhere in KS Not provided Total

Number 178 144 27 41 80 8 31 18 28 555

Percent 32.1 % 25.9 % 4.9 % 7.4 % 14.4 % 1.4 % 5.6 % 3.2 % 5.0 % 100.0 %

Number 178 144 27 41 80 8 31 18 527

Percent 33.8 % 27.3 % 5.1 % 7.8 % 15.2 % 1.5 % 5.9 % 3.4 % 100.0 %

WITHOUT “NOT PROVIDED”

Q32a. Where do you work? (without "not provided") Q32a. Where do you work Lee's Summit Kansas City, MO Independence, MO Elsewhere in Jackson County, MO Johnson County, KS Clay/Platte County, MO Elsewhere in MO Elsewhere in KS Total

Page 267

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q33. Do you own or rent your current residence?

Q33. Do you own or rent your current residence Own Rent Not provided Total

Number 754 134 6 894

Percent 84.3 % 15.0 % 0.7 % 100.0 %

WITHOUT “NOT PROVIDED”

Q33. Do you own or rent your current residence? (without "not provided") Q33. Do you own or rent your current residence Own Rent Total

Number 754 134 888

Percent 84.9 % 15.1 % 100.0 %

Page 268

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q34. Approximately how many years have you lived in the City of Lee's Summit?

Q34. How many years have you lived in City of Lee's Summit 0-5 6-10 11-15 16-20 21-30 31+ Not provided Total

Number 176 90 113 126 207 164 18 894

Percent 19.7 % 10.1 % 12.6 % 14.1 % 23.2 % 18.3 % 2.0 % 100.0 %

WITHOUT â&#x20AC;&#x153;NOT PROVIDEDâ&#x20AC;?

Q34. Approximately how many years have you lived in the City of Lee's Summit? (without "not provided") Q34. How many years have you lived in City of Lee's Summit 0-5 6-10 11-15 16-20 21-30 31+ Total

Number 176 90 113 126 207 164 876

Percent 20.1 % 10.3 % 12.9 % 14.4 % 23.6 % 18.7 % 100.0 %

Page 269

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q35. What is your total annual household income?

Q35. What is your total annual household income Under $40K $40K to $79,999 $80K to $119,999 $120K+ Not provided Total

Number 77 194 240 300 83 894

Percent 8.6 % 21.7 % 26.8 % 33.6 % 9.3 % 100.0 %

WITHOUT â&#x20AC;&#x153;NOT PROVIDEDâ&#x20AC;?

Q35. What is your total annual household income? (without "not provided") Q35. What is your total annual household income Under $40K $40K to $79,999 $80K to $119,999 $120K+ Total

Number 77 194 240 300 811

Percent 9.5 % 23.9 % 29.6 % 37.0 % 100.0 %

Page 270

2019 City of Lee's Summit Citizen Survey Final Findings Report

Q36. Approximately how much have you or other members of your household spent on internet purchases during the past week?

Q36. How much have you spent on internet purchases during past week Less than 20 21-50 51-100 101-200 201-300 301-400 401-500 501+ Not provided Total

Number 329 126 131 99 22 13 21 49 104 894

Percent 36.8 % 14.1 % 14.7 % 11.1 % 2.5 % 1.5 % 2.3 % 5.5 % 11.6 % 100.0 %

WITHOUT “NOT PROVIDED”

Q36. Approximately how much have you or other members of your household spent on internet purchases during the past week? (without "not provided") Q36. How much have you spent on internet purchases during past week Less than 20 21-50 51-100 101-200 201-300 301-400 401-500 501+ Total

Number 329 126 131 99 22 13 21 49 790

Percent 41.6 % 15.9 % 16.6 % 12.5 % 2.8 % 1.6 % 2.7 % 6.2 % 100.0 %

Page 271

2019 City of Lee's Summit Citizen Survey Final Findings Report

Section 6 Survey Instrument

Page 272

2019 City of Lee's Summit Citizen Survey Final Findings Report

January 2019

Re: Citizen Satisfaction Survey

Dear Lee’s Summit Resident:

We are grateful that you have selected the City of Lee’s Summit as your community. Thank you for the personal and financial commitment you have already given to our City. In our partnership with you, we want to deliver quality services that best meet our community’s needs. Today, we are asking for your help as we look ahead on how to allocate our resources for public safety, transportation, protection of property, and other important qualities of our lives. Investing your time in our customer service survey is an important way you can contribute to your fellow neighbors and citizens.

Your home has been randomly selected by our independent survey consultant, ETC Inc., to help determine our performance in providing public services to the community. We are also interested in knowing how well we are doing to create public engagement with our citizens.

You are one of the lucky 5,000 individuals chosen! Please accept the important responsibility of representing others in the community.

By better understanding the priorities of our residents, the Lee’s Summit City Council and staff can determine where the City is doing well, where there are opportunities for improvement and where to consider spending tax dollars in the future. The survey responses will also further determine how well our community is doing in comparison to similar size cities locally and regionally. The survey will also help guide the City’s Strategic Plan – an effort underway to prioritize the City’s goals in a transparent and accountable manner.

That is why it is extremely important that you take the time to complete and return the survey in the postage paid, self‐addressed envelope as soon as possible. Your individual responses will be kept confidential. Again, your input is extremely important! Thank you for taking the time to share your feedback with the City.

If you have questions, please contact our Administration Manager, Amy Hugunin, at (816) 969‐ 1247.

Yours Truly,

William A. Baird Mayor

Page 273

2019 City of Lee's Summit Citizen Survey Final Findings Report

2019 City of Lee's Summit Citizen Survey Thank you for taking time to complete this important survey. City leaders will use survey input to help set community priorities so that tax dollars are spent wisely.

Please return the completed survey in the envelope provided. Surveys can be completed online by visiting LSSurvey.org. Please contact Amy Hugunin at 816-9691247 with questions.

1.

PERCEPTIONS OF THE COMMUNITY. Several items that may influence your perception of the City of Lee's Summit are listed below. Please rate each item on a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

How satisfied are you with...

1.

2.

3.

4.

5.

2.

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

5 5 5 5 5

4 4 4 4 4

3 3 3 3 3

2 2 2 2 2

1 1 1 1 1

9 9 9 9 9

LEADERSHIP. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City leadership.

1. Overall leadership quality of City elected officials 2. Overall effectiveness of boards and commissions 3. Overall effectiveness of the City manager and staff

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

CITY GROWTH. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City growth.

How satisfied are you with...

1. Rate of growth in Lee's Summit 2. Quality of business growth 3. Quality of residential growth 4.

Satisfied

Overall image of City government How well the City is managing growth Overall quality of life in Lee's Summit Overall quality of services provided by the City Overall value you receive for your City tax dollars and fees

How satisfied are you with...

3.

Very Satisfied

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

Using a scale of 1 to 5 where 5 means "Very Likely" and 1 means "Not Likely At All," please indicate how likely you are to recommend to a friend or colleague...

How likely would you be to recommend...

1. Living in Lee's Summit 2. Conducting business in Lee's Summit 3. Visiting Lee's Summit

Very Likely

Likely

Neutral

Not Likely

Not Likely at All

Don't Know

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

Page 274

2019 City of Lee's Summit Citizen Survey Final Findings Report

5.

QUALITY OF CITY SERVICES. Please rate your overall satisfaction with each of the following services provided by the City of Lee's Summit using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

How satisfied are you with...

01.

02.

03.

04.

05.

06.

07.

08.

09.

10.

11.

12.

13.

14.

15.

6.

8.

Neutral

Dissatisfied

Very Don't Know Dissatisfied

5 5 5 5

4 4 4 4

3 3 3 3

2 2 2 2

1 1 1 1

9 9 9 9

5

4

3

2

1

9

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

5

4

3

2

1

9

5

4

3

2

1

9

5

4

3

2

1

9

5

4

3

2

1

9

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

Which FOUR of the items listed in Question 5 do you think are the MOST IMPORTANT services for the City to provide? [Write in your answers below using the numbers from the list in Question 5.]

2nd: ____

3rd: ____

4th: ____

POLICE 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 police services provided by the City of Lee's Summit.

How satisfied are you with...

1.

2.

3.

4.

5.

6.

Satisfied

Overall quality of police services Overall quality of fire and emergency medical services (ambulance) Overall quality of parks and recreation programs and facilities Overall maintenance of streets, municipal buildings and facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service received from employees Overall quality of communication Overall quality of programs designed to connect citizens with the City, e.g. Citizen's Leadership Academy, Friends of the Parks, Citizens Police Academy Overall quality of new commercial development Overall quality of the City's stormwater runoff/stormwater management system Overall flow of traffic and congestion management (excluding MoDOT highway interchanges) Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court

1st: ____ 7.

Very Satisfied

The visibility of police in neighborhoods The visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees Police Department response to emergencies Quality of Animal Control

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

Which THREE of the police services listed in Question 7 do you think are the MOST IMPORTANT services for the City to provide? [Write in your answers below using the numbers from the list in Question 7.]

1st: ____

2nd: ____

3rd: ____

Page 275

2019 City of Lee's Summit Citizen Survey Final Findings Report

9.

FIRE AND EMERGENCY MEDICAL 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 fire and emergency medical services provided by the City of Lee's Summit.

How satisfied are you with...

1.

2.

3.

4.

5.

6.

Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention The number of fire stations How quickly the fire department responds to emergencies

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

10.

Which TWO of the fire and emergency medical services listed in Question 9 do you think are the MOST IMPORTANT services for the City to provide? [Write in your answers below using the numbers from the list in Question 9.]

1st: ____ 2nd: ____

11.

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.

1.

2.

3.

4.

5.

6.

7.

How safe do you feel...

In your neighborhood during the day In your neighborhood at night In City parks during the day In City parks at night Traveling on City streets In other public areas in Lee's Summit Overall feeling of safety in Lee's Summit

12.

Very Safe

Safe

Neutral

Unsafe

Very Unsafe

Don't Know

5 5 5 5 5 5 5

4 4 4 4 4 4 4

3 3 3 3 3 3 3

2 2 2 2 2 2 2

1 1 1 1 1 1 1

9 9 9 9 9 9 9

STREETS, SIDEWALKS, AND INFRASTRUCTURE. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City services.

How satisfied are you with...

01.

02.

03.

04.

05.

06.

07.

08.

09.

10.

11.

12.

13.

Quality of City streets (excluding MoDOT highways) Quality of sidewalks Maintenance of City traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance and preservation of downtown Lee's Summit Snow removal on major City streets Snow removal on streets in your neighborhood Overall cleanliness of City streets and public areas Maintenance of stormwater drainage system

Very Satisfied

Satisfied

Neutral

Dissatisfied

5 5 5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2 2 2

Very Don't Know Dissatisfied

1 1 1 1 1 1 1 1 1 1 1 1

9 9 9 9 9 9 9 9 9 9 9 9

Which FOUR of the services listed in Question 12 do you think are the MOST IMPORTANT services for the City to provide? [Write in your answers below using the numbers from the list in Question 12.]

1st: ____

2nd: ____

3rd: ____

4th: ____

Page 276

14.

2019 City of Lee's Summit Citizen Survey Final Findings Report

CODE ENFORCEMENT. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City code enforcement.

How satisfied are you with...

1.

2.

3.

4.

5.

6.

Very Satisfied

Satisfied

Neutral

Dissatisfied

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

Enforcing the cleanup of litter and debris Enforcing the mowing of grass and weeds on private property Enforcing the maintenance of residential property Enforcing the maintenance of business property Enforcing sign regulations Overall appearance of the City

Very Don't Know Dissatisfied

1 1 1 1 1 1

9 9 9 9 9 9

15.

Which THREE of the code enforcement services listed in Question 14 do you think are the MOST IMPORTANT services for the City to provide? [Write in your answers below using the numbers from the list in Question 14.]

1st: ____ 2nd: ____ 3rd: ____

16.

How supportive would you be of the City of Lee's Summit moving toward a proactive code enforcement approach? ____(1) Very supportive ____(3) Neutral ____(5) Not supportive at all ____(2) Supportive ____(4) Not supportive ____(9) Don't know

17.

Is your water provided by district 13 or Cass County district three? ____(1) Yes [Skip to Q18.] ____(2) No 17a.

Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City water services.

How satisfied are you with...

1. Reliability of water pressure in your home 2. The availability of account information 3. Overall quality of customer service 18.

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

PARKS AND RECREATION SERVICES. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of Parks and Recreation.

How satisfied are you with...

01.

02.

03.

04.

05.

06.

07.

08.

09.

10.

11.

12.

13.

14.

15.

16.

17.

18.

19.

Lee's Summit Parks and Recreation Board Maintenance of City parks Number of City parks (currently 32 parks) Number of playgrounds Miles of walking/biking trails (currently 76 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park youth sports fields Youth sports practice areas Youth athletic programs Adult athletic programs Other recreation programs, such as classes and summer camps Ease of registering for programs Fees charged for activities Legacy Park Amphitheater Summit Ice Summit Waves

Very Satisfied

Satisfied

Neutral

Dissatisfied

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Very Don't Know Dissatisfied

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 Page 277

2019 City of Lee's Summit Citizen Survey Final Findings Report

19.

Which FOUR of the Parks and Recreation services listed in Question 18 do you think are the MOST IMPORTANT services for the City to provide? [Write in your answers below using the numbers from the list in Question 18.]

1st: ____ 2nd: ____ 3rd: ____ 4th: ____

20.

Please CHECK ALL of the following sources of information you CURRENTLY USE to get information about the City of Lee's Summit. ____(10) ____(11) ____(12) ____(13) ____(14)

____(01) ____(02) ____(03) ____(04) ____(05) ____(06) ____(07)

Alexa Flash Briefing Broadcast news television City publications (e.g. brochures, water report, election info) City redesigned website (Cityofls.net) Community Counts Newsletter Digital billboards E-newsletters such as City Portal, Council Debrief and Friends of the Parks ____(08) LSTV-Government cable channel (channels 2, 7, 99, or 143) ____(09) Lee's Summit Illustrated, Parks and Recreation program/activity guide 21.

____(16) ____(17) ____(18)

Which FOUR of the information sources listed in Question 20 are the MOST PREFERRED method for you to get information about the City of Lee's Summit? [Write in your answers below using the numbers from the list in Question 20.]

1st: ____

22.

____(15)

Newspaper NextDoor Public meetings Radio Social Media (Facebook, Twitter, Instagram) Special message section on water bill and water bill inserts Video on the City's website YouTube Other: _____________________

2nd: ____

3rd: ____

4th: ____

COMMUNICATION. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City communication.

How satisfied are you with...

1.

2.

3.

4.

The availability of information about City programs and services City efforts to keep you informed about local issues The level of public involvement in local decision-making Information provided on the City's redesigned website (Cityofls.net) Programming on LSTV, the City's government access cable channel 5.

(Comcast 7, Spectrum 2, AT&T U-verse 99 and Google TV 143)

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Don't Know Dissatisfied

5 5 5 5

4 4 4 4

3 3 3 3

2 2 2 2

1 1 1 1

9 9 9 9

5

4

3

2

1

9

23.

Approximately how often do you watch the City's government access cable channels (Channel 2, 7, 99 or 143)? ____(1) Every day ____(3) At least once per month ____(5) Not at all ____(2) At least once per week ____(4) Once or twice a year

24.

Have you had any contact with the City of Lee's Summit during the past year? ____(1) Yes 24a.

____(2) No [Skip to Q25.]

Which City department did you contact most recently? ____(01) Administration ____(02) Airport ____(03) Animal Control ____(04) City Clerk ____(05) Codes Enforcement ____(06) Finance/Treasury ____(07) Fire ____(08) Fleet Division ____(09) Human Resources ____(10) Information Technology (IT) Services

____(11) Law ____(12) Municipal Court ____(13) Parks and Recreation ____(14) Planning and Development ____(15) Police ____(16) Procurement and Contract Services ____(17) Public Works-Admin and Engineering ____(18) Public Works Operations (Streets) ____(19) Solid Waste and Environment ____(20) Water Utilities Page 278

24b.

2019 City of Lee's Summit Citizen Survey Final Findings Report

How easy was it to contact the person you needed to reach? ____(1) Very easy

24c.

1.

2.

3.

4.

____(2) Easy

____(3) Difficult

1.

2.

3.

4.

5.

1.

2.

3.

4.

5.

Seldom

Never

Don't Know

3 3 3 3

2 2 2 2

1 1 1 1

9 9 9 9

Too Much

About Right

Not Enough

3 3 3 3 3

2 2 2 2 2

1 1 1 1 1

SUPPORT FOR DEVELOPMENT INCENTIVES. Using a scale of 1 to 5, where a 5 means "Very Supportive" and 1 means "Not Supportive at All," please rate your level of support for having the City provide economic development incentives to encourage the following types of development in the City.

Very Supportive

Supportive

Neutral

Not Supportive

Not Supportive at All

Don't Know

5 5 5 5 5

4 4 4 4 4

3 3 3 3 3

2 2 2 2 2

1 1 1 1 1

9 9 9 9 9

How supportive would you be of the City of Lee's Summit becoming more aggressive with attracting commercial development? ____(1) Very supportive ____(2) Supportive

28.

Sometimes

4 4 4 4

TYPE OF DEVELOPMENT. Using a scale of 1 to 3, where a 3 means "Too Much" and 1 means "Not Enough," please rate the City's type of development in each of the following areas.

Office development Industrial development Multi-family residential development Single-family residential development Retail development

27.

Usually

5 5 5 5

2nd: ____

Office development Industrial development Multi-family residential development Single-family residential development Retail development

26.

Always

Which TWO of the customer service items listed in Question 24c do you think are the MOST IMPORTANT services for the City to provide? [Write in your answers below using the numbers from the list in Question 24c.]

1st: ____

25.

____(9) Don't know

CUSTOMER SERVICE. Several factors that may influence your perception of the quality of customer service you receive from City employees are listed below. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never."

They were courteous and polite They gave prompt, accurate, and complete answers to questions They did what they said they would do in a timely manner They helped resolve an issue to your satisfaction 24d.

____(4) Very difficult

____(3) Neutral ____(4) Not supportive

____(5) Not supportive at all ____(9) Don't know

How supportive would you be of the City of Lee's Summit dedicating an economic development fund for activities or programs targeting commercial development? ____(1) Very supportive ____(2) Supportive

____(3) Neutral ____(4) Not supportive

____(5) Not supportive at all ____(9) Don't know

Page 279

2019 City of Lee's Summit Citizen Survey Final Findings Report

Demographics ______ years

29.

What is your age?

30.

Including yourself, how many people regularly live in your household?

31.

Including yourself, how many people in your household are...

Under age 5: ____ Ages 5-9: ____ Ages 10-14: ____

32.

Ages 15-19: ____ Ages 20-24: ____ Ages 25-34: ____

Ages 35-44: ____ Ages 45-54: ____ Ages 55-64: ____

______ people

Ages 65-74: ____ Ages 75+: ____

Which of the following best describes your current employment status? ____(1) Employed outside the home [Answer Q32a.] ____(2) Employed in the home/have a home-based business ____(3) Student 32a.

____(4) Retired ____(5) Not currently employed outside the home

Where do you work? ____(1) Lee's Summit ____(2) Kansas City, MO ____(3) Independence, MO

____(7) Elsewhere in MO ____(8) Elsewhere in KS

____(4) Elsewhere in Jackson County, MO ____(5) Johnson County, KS ____(6) Clay/Platte County, MO ____(1) Own

____(2) Rent

33.

Do you own or rent your current residence?

34.

Approximately how many years have you lived in the City of Lee's Summit?

35.

What is your total annual household income? ____(1) Under $40,000

36.

____(2) $40,000 to $79,999

____(3) $80,000 to $119,999

______ years

____(4) $120,000 or more

Approximately how much have you or other members of your household spent on internet purchases during the past week? [Write "0" if none.] ______ dollars

37.

Do you have any other comments you would like to make?

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 City are having problems with City services. If your address is not correct, please provide the correct information. Thank you.

Page 280