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DRAFT REPORT

Submitted to

The City of

RRRooollllllaaa,,, MMMiiissssssooouuurrriii

ETC Institute 725 W. Frontier Circle Olathe, KS 66061 May 2018

Contents

Executive Summary ........................................................................................................ i

Section 1: Charts and Graphs ..........................................................................................1

Section 2: Benchmarking Analysis ...............................................................................25 Section 3: Importance-Satisfaction Analysis .................................................................35 Importance-Satisfaction Matrix Analysis .....................................................39

Section 4: Tabular Data .................................................................................................41

Section 5: Survey Instrument ........................................................................................76

ETC Institute (2018) Page i

Executive Su

mmary

2018 DirectionFinder® Survey Executive Summary

Overview and Methodology

The City of Rolla conducted its ninth DirectionFinder® survey during the spring of 2018 to assess citizen satisfaction with the delivery of major city services and to help determine priorities for the community as part of the City’s ongoing planning process. The six‐page survey was administered by mail and online to a random sample of 582 households in the City. The results for the random sample of 582 households have a 95% level of confidence with a precision of at least +/‐ 4%. The percentage of “don’t know” responses has been excluded from the graphs shown in this report to facilitate valid comparisons with previous surveys that were conducted in 2008 and 2015. This report contains:

an executive summary of the methodology and major findings

charts depicting the overall results of the survey along with comparisons to the results from previous surveys (years 2008 and 2015)

benchmarking data that shows how the survey results for Rolla compare to other cities in the United States and in Kansas and Missouri

importance‐satisfaction analysis to help the City use survey data to set priorities

tabular data that shows the overall results for each question on the survey

a copy of the survey instrument Interpretation of “Don’t Know” Responses. The percentage of persons who gave “don’t know” responses is important because it often reflects the level of utilization of City services. For graphical purposes, the percentage of “don’t know” responses has been excluded to facilitate valid comparisons with data from previous years. The percentage of “don’t know” responses for each question is provided in the Tabular Data (Section 4) of this report. When the “don’t know” responses have been excluded, the text of this report will indicate that the responses have been excluded with the phrase “who had an opinion.”

ETC Institute (2018) Page ii

Executive Su

mmary

Quality of Life in the City Seventy percent (70%) of the residents surveyed, who had an opinion, were “very satisfied” or “satisfied” with the overall quality of life in the City; 20% were neutral and 11% were dissatisfied. Overall Satisfaction with City Services Sixty‐nine percent (69%) of the residents surveyed, who had an opinion, were “very satisfied” or “satisfied” with the overall quality of services provided by the City; 24% were neutral and 7% were dissatisfied. The highest levels of satisfaction with the Major Categories of City services, based upon the combined percentage of “very satisfied” and “satisfied” responses of residents who had an opinion, were: police and fire services (85%), refuse collection services (83%), customer service received from City employees (80%), and City water and sewer utilities (76%).

Top Priorities The major categories of City services that residents thought should receive the most emphasis from City leaders over the next two years based on the percentage of residents who selected the item as one of their top choices were: (1) the maintenance of streets/buildings/facilities, (2) the flow of traffic/congestion management, and (3) parks and recreation programs/facilities.

Satisfaction with Specific City Services

Public Safety. The highest levels of satisfaction with Public Safety services, based upon the combined percentage of “very satisfied” and “satisfied” responses of residents who had an opinion, were: the overall quality of the local fire protection (89%), how quickly the fire department responds to emergencies (87%), emergency medical services (83%), local police protection (81%), and how quickly police respond to emergencies (76%).

Parks and Recreation. The highest levels of satisfaction with Parks and Recreation services, based upon the combined percentage of “very satisfied” and “satisfied” responses of residents who had an opinion, were: the location of City parks (79%), the number of City parks (78%), walking/biking trails in the City (75%), and the maintenance of City parks (72%).

City Maintenance. The highest levels of satisfaction with City Maintenance services, based upon the combined percentage of “very satisfied” and “satisfied” responses of residents who had an opinion, were: the adequacy of the sewer service (78%), the maintenance of traffic signals/street signs (76%), snow removal on City streets (76%), and the maintenance of City buildings (72%).

ETC Institute (2018) Page iii

Executive Su

mmary

Code Enforcement. The Code Enforcement services that residents were most satisfied with, based upon the combined percentage of “very satisfied” and “satisfied” responses of residents who had an opinion, were: the enforcement of codes designed to protect public safety (60%), the enforcement of sign regulations (59%) and the enforcement of zoning regulations (56%).

City Leadership. Sixty percent (60%) of the residents surveyed who had an opinion were “very satisfied” or “satisfied” with the effectiveness of the City Administrator/appointed staff; 58% of residents were satisfied with the leadership provided by the City’s elected officials, and 54% were satisfied with the effectiveness of appointed boards/commissions.

City Communications. The highest levels of satisfaction with City Communication services, based upon the combined percentage of “very satisfied” and “satisfied” responses of residents who had an opinion, were the availability of information about City programs/services (47%) and City efforts to keep residents informed about local issues (43%).

Trends in Satisfaction Ratings The areas that showed the most significant short‐term increases and decreases from 2015 to 2018 are listed below (changes of 4% or more are considered significant): Short‐Term Trends – Significant Increases from 2015 to 2018:

How well the City is planning growth (+20%)

Enforcing the maintenance of business property (+10%)

Enforcing the maintenance of residential property (+10%)

Enforcing the mowing and trimming of lawns (+9%)

Enforcing City zoning regulations (+9%)

Short‐Term Trends – Significant Decreases from 2015 to 2018:

Walking and biking trails in the City (‐15%)

Drug and criminal enforcement (‐11%)

Information about City programs and services (‐8%)

Refuse collection services (‐7%)

Outdoor athletic fields (‐6%)

ETC Institute (2018) Page iv

Executive Su

mmary

The areas that showed the most significant long‐term increases and decreases from 2008 to 2018 are listed below (changes of 4% or more are considered significant): Long‐Term Trends – Significant Increases from 2008 to 2018:

City electric utility (+10%)

Snow removal on City streets (+7%)


City water and sewer utilities (+6%) Long‐Term Trends – Significant Decreases from 2008 to 2018:

Information about City programs and services (‐24%)

Safety from property crime (‐21%)

Fees charged for recreation programs (‐21%)

Efforts to keep residents informed about local issues (‐21%)

Safety from violent crime (‐17%)

Safety in Rolla’s parks after dark (‐16%)

City’s adult athletic programs (‐16%)

Community’s youth athletic programs (‐15%)

Level of public involvement in decision making (‐15%)

How the City of Rolla Compares to Other Communities Overall Satisfaction. The City of Rolla is setting the standard with regard to the overall quality of City services. Sixty‐nine percent (69%) of the residents surveyed were satisfied (ratings of 4 or 5 on a 5‐point scale) with the overall quality of City services compared to a national average of 49% and a Missouri/Kansas regional average of 46%.

Satisfaction with Specific Areas. The City of Rolla rated at or above the U.S. and Missouri/Kansas regional averages in 35 of the 47 areas that were assessed on the survey. The individual areas where the City of Rolla is setting the standard for service delivery (rating 10% or more above the national average) among other U.S. communities are listed below and on the next page:

Customer services received from City employees (+33%)

Overall quality of services provided (+20%)


Stormwater runoff/management system (+18%)

Value received for City tax dollars and fees (+17%)

Mowing/trimming along streets/other public areas (+16%)

Walking and biking trails in the City (+16%)

ETC Institute (2018) Page v

Executive Su

mmary

City water & sewer utilities (+13%)

Local police protection (+11%)

Police response time to emergencies (+11%)

City communication with the public (+11%)

The number of City parks (+10%)

Enforcing the mowing and trimming of lawns (+10%)

Maintenance of streets/buildings/facilities (+10%)

The individual areas where the City of Rolla is setting the standard for service delivery (rating 10% or more above the regional average) among Missouri and Kansas communities are listed below:

Customer services received from City employees (+27%)

Overall quality of services provided (+23%)


Stormwater runoff/management system (+21%)

Value received for City tax dollars and fees (+15%)

Mowing/trimming along streets/other public areas (+19%)

Walking and biking trails in the City (+19%)

City water & sewer utilities (+11%)

Local police protection (+15%)

Police response time to emergencies (+11%)

City communication with the public (+11%)


Enforcing sign regulations (+13%)

Maintenance of City sidewalks (+10%)

City’s efforts to prevent crime (+11%)

Other Findings

The areas of the City where residents felt most safe, based upon the combined “very safe” and “safe” ratings among residents who had an opinion, were: in the downtown area during the day (94%), in neighborhoods during the day (92%), and in Rolla’s parks during the day (88%). Residents felt least safe in Rolla’s parks after dark (40%).

The parks and recreation system improvements that residents were most supportive of, based upon on the combined “very supportive” and “supportive” ratings among residents who had an opinion, were: developing/improving restrooms in parks (83%), upgrading existing parks/shelters/playground areas (79%) and developing new walking/biking trails (73%). Residents were least supportive of upgrading the

ETC Institute (2018) Page vi

Executive Su

mmary

existing skate park (37%). The parks and recreation system improvements residents were most willing to fund with tax dollars were the same three areas they were most supportive of.

Sixty‐one percent (61%) of residents surveyed were “very willing” or “willing” to financially donate or support a new animal shelter; 21% indicated they were not willing to support a new animal shelter, and 17% did not know.

The top ways that residents received information about City news and events were: social media (Facebook, Twitter) (54%), newspaper (54%), and local radio stations (47%).

Nearly half (47%) of residents surveyed were rated the adequacy of parking in the downtown area/inner core of the City as “more than adequate” or “adequate”; 30% felt parking in the area was “not adequate,” 15% indicated it was “not adequate at all” and 8% did not know.

Section 1:

Charts and Graphs

City of Rolla 2018 DirectionFinder Survey: Draft Report

ETC Institute (2018) Page 1

OVERALL RATINGS

Source: ETC Institute DirectionFinder (2018 - Rolla, MO)

Overall Satisfaction With City Servicesby Major Category in 2018

by percentage of respondents (excluding don't knows)

49%

42%

36%

26%

32%

24%

24%

17%

19%

15%

13%

36%

41%

44%

50%

42%

50%

46%

41%

35%

36%

36%

12%

12%

17%

13%

17%

18%

18%

29%

30%

26%

26%

4%

5%

4%

10%

9%

8%

12%

12%

15%

23%

25%

Police and fire services

Refuse collection services

Customer service received from City employees

City water & sewer utilities

City electric utility

Stormwater runoff/management system

Parks and recreation programs/facilities

City communication with the public

Enforcement of city codes and ordinances

Maintenance of streets/buildings/facilities

Flow of traffic/congestion management

0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)




89%

86%

84%

70%

64%

72%

83%

64%

56%

55%

51%

88%

90%

78%

78%

73%

76%

66%

57%

53%

52%

51%

85%

83%

80%

76%

74%

74%

70%

58%

54%

51%

49%












0% 20% 40% 60% 80% 100%

2008 2015 2018

TRENDS: Overall Satisfaction With City Servicesby Major Category - 2008, 2015 and 2018

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows)


56%

50%

32%

23%

18%

18%

17%

14%

14%

7%

6%












0% 20% 40% 60%

1st Choice 2nd Choice

3rd Choice

City Services That Should Receive the Most EmphasisOver the Next Two Years by Major Category

by percentage of respondents who selected the item as one of their top three choices




Satisfaction With Items That Influence Perceptions of the City in 2018


20%

19%

13%

13%

16%

50%

50%

46%

42%

36%

20%

24%

26%

30%

29%

11%

7%

14%

15%

19%

Overall quality of life in the City

Overall quality of services provided

Overall image of the City

Value received for City tax dollars and fees

How well the City is planning growth

0% 20% 40% 60% 80% 100%



TRENDS: Satisfaction Ratings for Items That Influence Perceptions of the City - 2008, 2015 and 2018

74%

73%

67%

59%

45%

67%

70%

54%

59%

32%

70%

69%

59%

55%

52%






0% 20% 40% 60% 80% 100%

2008 2015 2018





PUBLIC SAFETY


Satisfaction with Various Aspects of Public Safety in 2018


45%

48%

40%

35%

33%

21%

22%

23%

22%

19%

18%

21%

44%

39%

43%

46%

43%

45%

42%

41%

41%

40%

38%

34%

11%

12%

15%

14%

21%

23%

26%

23%

23%

35%

33%

26%

1%

1%

2%

5%

4%

11%

10%

13%

14%

6%

11%

20%

Overall quality of local fire protection

Fire department response time to emergencies

Emergency medical services

Local police protection

Police response time to emergencies

Enforcement of local traffic laws

City’s efforts to prevent crime

Visibility of police in neighborhoods

Quality of animal control

City’s municipal court

Visibility of police in retail areas

Drug and criminal enforcement

0% 20% 40% 60% 80% 100%





TRENDS: Satisfaction Ratings for Various Aspects of Public Safety - 2008, 2015 and 2018

92%

89%

86%

72%

77%

67%

66%

69%

62%

90%

90%

88%

85%

80%

69%

70%

66%

67%

55%

61%

66%

89%

87%

83%

81%

76%

66%

64%

64%

63%

59%

56%

55%










City’s municipal court


Drug and criminal enforcement

0% 20% 40% 60% 80% 100%

2008 2015 2018


Not asked in 2008

Not asked in 2008

Not asked in 2008


Feeling of Safety in the City of Rolla in 2018by percentage of respondents (excluding don't knows)

53%

55%

48%

32%

25%

21%

14%

12%

41%

37%

40%

42%

43%

44%

38%

28%

6%

6%

10%

16%

23%

26%

31%

34%

1%

2%

1%

9%

10%

9%

18%

26%

In downtown area during the day

In your neighborhood during the day

In Rolla’s parks during the day

In your neighborhood after dark

From violent crime

In downtown area after dark

From property crime

In Rolla’s parks after dark

0% 20% 40% 60% 80% 100%

Very Safe (5) Safe (4) Neutral (3) Unsafe (1/2)




TRENDS: Feeling of Safety in the City of Rolla2010, 2015 and 2018

96%

96%

94%

87%

85%

73%

73%

56%

93%

94%

91%

78%

72%

63%

53%

39%

94%

92%

88%

74%

68%

65%

52%

40%

In downtown area during the day

In your neighborhood during the day

In Rolla’s parks during the day

In your neighborhood after dark

From violent crime

In downtown area after dark

From property crime

In Rolla’s parks after dark

0% 20% 40% 60% 80% 100%

2010 2015 2018



PARKS & RECREATION




Satisfaction with Various Aspects of Parks and Recreation in 2018


26%

27%

29%

21%

29%

24%

23%

18%

14%

53%

51%

46%

51%

42%

45%

43%

39%

29%

17%

15%

14%

19%

19%

23%

26%

33%

33%

5%

8%

11%

9%

10%

8%

9%

10%

24%

The location of City parks

The number of City parks

Walking and biking trails in the City

Maintenance of City parks

The City library

Outdoor athletic fields

Community’s youth athletic programs

City’s adult athletic programs

Fees charged for recreation programs

0% 20% 40% 60% 80% 100%



TRENDS: Satisfaction Ratings for Various Aspects of Parks and Recreation - 2008, 2015 and 2018

82%

83%

77%

82%

80%

81%

81%

73%

64%

78%

74%

90%

69%

74%

75%

67%

62%

47%

79%

78%

75%

72%

71%

69%

66%

57%

43%

The location of City parks




The City library




Fees charged for recreation programs

0% 20% 40% 60% 80% 100%

2008 2015 2018





Level of Support for Various Parks and Recreation System Improvements


43%

38%

42%

22%

28%

31%

23%

26%

23%

18%

16%

40%

41%

31%

39%

29%

26%

32%

28%

20%

20%

21%

13%

15%

18%

30%

30%

25%

26%

28%

26%

35%

37%

4%

6%

10%

10%

13%

19%

19%

18%

31%

27%

25%

Developing/improving restrooms in parks

Upgrade parks/shelter/playground areas

Developing new walking/biking trails

Develop/improve existing athletic fields

Developing new historical/cultural facilities

Developing dog parks

Purchase land for neighborhood parks

Purchasing land to preserve open space

Expanding the Fitness Area at the Centre

Adding indoor basketball/volleyball courts

Upgrading existing skate park

0% 20% 40% 60% 80% 100%

Very Supportive (5) Supportive (4)

Neutral (3) Not Supportive (1/2)


TRENDS: Level of Support for Various Parks and Recreation System Improvements

2010, 2015 and 2018

76%

68%

66%

58%

57%

45%

51%

56%

45%

39%

43%

73%

68%

59%

48%

50%

40%

39%

44%

28%

26%

27%

83%

79%

73%

61%

57%

57%

55%

54%

43%

38%

37%












0% 20% 40% 60% 80% 100%

2010 2015 2018





54%

49%

48%

34%

27%

23%

20%

20%

17%

10%

10%












0% 20% 40% 60%

1st Choice 2nd Choice 3rd Choice 4th Choice

Parks and Recreation System Improvements Residents Were Most Willing to Fund With Tax Dollars

by percentage of respondents who selected the item as one of their top four choices


CITY MAINTENANCE




Satisfaction with Various Aspects of City Maintenance in 2018


22%

18%

23%

17%

24%

19%

18%

14%

14%

10%

12%

56%

58%

53%

55%

48%

51%

51%

47%

43%

46%

42%

18%

19%

15%

25%

18%

20%

23%

21%

28%

26%

20%

5%

5%

9%

3%

11%

10%

9%

18%

14%

17%

26%

Adequacy of sewer service

Maintenance of traffic signals/street signs

Snow removal on City streets

Maintenance of city buildings

Water quality and supply

Mowing/trimming along streets/other public areas

Cleanliness of City streets/public areas

Adequacy of City street lighting

Maintenance/preservation of downtown

Maintenance of City sidewalks

Maintenance of City streets

0% 20% 40% 60% 80% 100%



TRENDS: Satisfaction Ratings for Various Aspects of City Maintenance - 2008, 2015 and 2018

77%

81%

69%

85%

73%

71%

75%

72%

60%

54%

55%

78%

80%

73%

75%

75%

69%

68%

61%

54%

52%

56%

78%

76%

76%

72%

72%

70%

69%

61%

57%

56%

54%

Adequacy of sewer service



Maintenance of City buildings

Water quality and supply







0% 20% 40% 60% 80% 100%

2008 2015 2018





CODE ENFORCEMENT


Satisfaction with Various Aspects of Code Enforcement in 2018


17%

15%

15%

14%

13%

12%

11%

43%

44%

41%

39%

38%

34%

33%

31%

31%

34%

28%

32%

29%

27%

9%

10%

10%

19%

17%

25%

30%

Enforcing codes designed to protect public safety

Enforcing sign regulations

Enforcing City zoning regulations

Enforcing the maintenance of business property

Enforcing the mowing and trimming of lawns

Enforcing the maintenance of residential property

Clean-up of litter, junk, and derelict cars

0% 20% 40% 60% 80% 100%





65%

67%

63%

61%

57%

52%

55%

58%

53%

47%

43%

42%

36%

41%

60%

59%

56%

53%

51%

46%

44%

Enforcing codes designed to protect public safety


Enforcing City zoning regulations





0% 10% 20% 30% 40% 50% 60% 70% 80%

2008 2015 2018

TRENDS: Satisfaction Ratings for Code Enforcement - 2008, 2015 and 2018



CITY LEADERSHIP




Satisfaction with City Leadership in 2018by percentage of respondents (excluding don't knows)

20%

14%

13%

40%

44%

41%

30%

31%

34%

10%

12%

12%

Effectiveness of Administrator/appointed staff

Leadership provided by City’s elected officials

Effectiveness of appointed boards/commissions

0% 20% 40% 60% 80% 100%



59%

55%

53%

55%

52%

49%

60%

58%

54%

Effectiveness of Administrator/appointed staff

Leadership provided by City’s elected officials

Effectiveness of appointed boards/commissions

0% 10% 20% 30% 40% 50% 60% 70%

2008 2015 2018

TRENDS: Satisfaction Ratings for City Leadership2008, 2015 and 2018





COMMUNICATIONS


Satisfaction with Various Aspects ofCity Communications in 2018


10%

9%

6%

37%

34%

28%

31%

30%

38%

22%

26%

28%

Information about City programs and services

Efforts to keep you informed about local issues

Level of public involvement in decision making

0% 20% 40% 60% 80% 100%





71%

64%

49%

55%

47%

36%

47%

43%

34%




0% 20% 40% 60% 80%

2008 2015 2018

TRENDS: Satisfaction Ratings for City Communications2008, 2015 and 2018



Sources of Information About City News/Events in 2018

54%

54%

47%

30%

27%

14%

3%

Social Media (Facebook, Twitter)

Newspaper

Local radio stations

City Homepage/Internet

City newsletters

Rolla Cable Channel 16

Call City Hall

0% 20% 40% 60% 80%

by percentage of respondents (multiple responses allowed)




TRENDS: Sources of Information About City News and Events - 2008, 2015 and 2018

by percentage of respondents (multiple responses allowed)


73%

36%

27%

52%

30%

10%

34%

64%

54%

27%

35%

25%

7%

54%

54%

47%

30%

27%

14%

3%

Social Media (Facebook, Twitter)

Newspaper

Local radio stations

City Homepage/Internet

City newsletters

Rolla Cable Channel 16

Call City Hall

0% 20% 40% 60% 80%

2008 2015 2018

Not asked in 2008

Other Issues




Very willing25%

Willing36%

Not willing21%

Don't know17%

Willingness to Financially Donate or Support a New Animal Shelter

by percentage of respondents


Satisfaction With Various Perceptions of the Cityby percentage of respondents (excluding don't knows)

21%

24%

14%

24%

15%

12%

10%

13%

9%

11%

8%

57%

49%

58%

48%

56%

50%

47%

42%

44%

37%

35%

15%

15%

21%

18%

21%

24%

26%

36%

23%

33%

27%

7%

12%

7%

10%

8%

14%

17%

9%

24%

19%

31%

Access to parks and open space

General appearance of your neighborhood

General appearance of public buildings/spaces

Overall quality of city electric utility

Overall appearance of city parks

General appearance of commercial areas

Overall condition of sidewalks

Overall enforcement of zoning laws

Overall condition of city streets

Overall enforcement of maintenance codes

Overall flow of traffic and congestion management

0% 20% 40% 60% 80% 100%





Level of Agreement With the Following Statements Regarding Growth in the City


33%

27%

30%

19%

20%

7%

11%

4%

42%

46%

37%

38%

33%

35%

24%

12%

20%

22%

27%

27%

29%

39%

35%

43%

6%

6%

7%

15%

18%

19%

29%

42%

0% 20% 40% 60% 80% 100%

Strongly Agree (5) Agree (4) Neutral (3) Disagree (1/2)


Existing trees, other vegetation and terrain should be considered when situating streets and buildings on a site

Design guidelines/zoning controls are necessary for quality neighborhoods to prevent commercial encroachment

I would like to be able to walk or bike to a neighborhood center with services such as a bakery, café, grocery store

Residential subdivisions in Rolla should offer a variety of housing choices with respect to price

I prefer to live in neighborhood where homes are similar in price/style rather than a neighborhood with variety of prices/styles

As Rolla's population has increased, the quality of life in the city has steadily improved

I prefer to live in neighborhood w/persons my own age/economic level rather than a neighborhood w/range of ages/income

I prefer to live in a neighborhood with houses set closer to the curb with garages that are not prominent in the front of houses

More than adequate6%

Adequate41%

Not adequate30%

Not adequate at all15%

Don't know8%

How Respondents Rate the Adequacy of Parking in the Downtown Area/Inner Core of the City





Level of Importance of the Following Itemsby percentage of respondents (excluding don't knows)

61%

35%

33%

35%

36%

25%

32%

47%

42%

35%

31%

30%

5%

14%

20%

20%

22%

30%

2%

4%

5%

11%

11%

15%

Sidewalks and places to take walks

Easy access to highways

Bike lanes and paths nearby

Being within a short commute to work

Having public transit nearby

0% 20% 40% 60% 80% 100%

Very Important (4) Somewhat Important (3)

Not Very Important (2) Not Important at All (1)


Being within an easy walk of other places/things in a community

Demographics



One24%

Two41%

Three14%

Four12%

Five6%

Six or more3%

by percentage of people living in the household

Demographics: Number of People in the Household


Under Age 54%

Ages 5-94%

Ages 10-144%

Ages 15-194%

Ages 20-249%

Ages 25-3413%

Ages 35-4413%

Ages 45-5413%

Ages 55-6417% Ages 65-74

9%

Ages 75+9%

Demographics: Ages of Household Occupants


by percentage of people living in the household



Less than 5 years23%

5-10 years14%

11-20 years25%

More than 20 years38%


Demographics: Years Lived in Rollaby percentage of respondents

Yes91%

No9%

Demographics: Have You or Other Adult Members of Your Household Used the Internet from Your Home

During the Past Week?by percentage of respondents




Own64%

Rent36%



Demographics: Do You Own or Rent Your Home?

Under 3521%

35-44 years19%

45-54 years19%

55-64 years20%

65+22%


Demographics: Age of Respondentsby percentage of respondents



Under $30,00021%

$30,000-$59,99925%

$60,000-$99,99927%

$100,000 +19%

Not provided7%



Demographics: Total Annual Household Income

Male50%

Female50%

Demographics: Genderby percentage of respondents




Section 2:

Benchmarking Analysis



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DirectionFinder® Survey

Year 2018 Benchmarking Summary Report

Overview ETC Institute's DirectionFinder® program was originally developed in 1999 to help community leaders in

Kansas and Missouri use statistically valid community survey data as a tool for making better decisions.

Since November 1999, the survey has been administered in more than 300 cities and counties in 43 states.

This report contains benchmarking data from three sources: (1) a national survey that was administered by

ETC Institute during the Summer of 2016 to a random sample of more than 4,000 residents in the continental

United States, (2) a regional survey that was administered during the Summer of 2016 to nearly 400 Kansas

and Missouri communities and (3) surveys that have been administered by ETC Institute in 27 communities in

Kansas and Missouri between April 2015 and April 2018. The Kansas and Missouri communities represented

in this report include:

• Branson, Missouri

• Clayton, Missouri

• Columbia, Missouri

• Des Peres, Missouri

• Gladstone, Missouri

• Independence, Missouri

• Jackson, Missouri

• Johnson County, Kansas

• Kansas City, Missouri

• Kirkwood, Missouri

• Lawrence, Kansas

• Lenexa, Kansas

• Mission, Kansas

• North Kansas City, Missouri

• Olathe, Kansas

• Overland Park, Kansas

• Perryville, Missouri

• Platte City, Missouri

• Raymore, Missouri

• Roeland Park, Kansas

• Rolla, Missouri

• Roeland Park, Kansas

• Shawnee, Kansas

• Spring Hill, Kansas

• St. Joseph, Missouri

• Warrensburg, Missouri

• Wentzville, Missouri

• Unified Government of Kansas City

and Wyandotte County, Kansas

National and Regional Benchmarks. The first set of charts on the following pages show how the overall

results for Rolla compare to the national and regional averages based on the results of a 2016 survey that was

administered by ETC Institute to a random sample of more than 4,000 U.S. residents and nearly 400 residents

in Kansas and Missouri.

Kansas and Missouri Performance Range Benchmarks. The second set of charts show the highest, lowest,

and average (mean) levels of satisfaction in the 27 communities listed above. The mean rating is shown as a

vertical line, which indicates the average level of satisfaction in the Kansas and Missouri communities listed

above. The actual ratings for Rolla are listed to the right of each chart. The dot on each bar shows how the

results for Rolla compare to the other communities in Kansas and Missouri where the DirectionFinder®

survey has been administered.



85%

80%

76%

74%

70%

58%

54%

51%

49%

76%

53%

65%

53%

67%

47%

50%

42%

50%

77%

47%

63%

56%

64%

47%

52%

41%

51%










0% 20% 40% 60% 80% 100%

Rolla Missouri/Kansas U.S.

by percentage of respondents who rated the item 4 or 5 on a 5-point scalewhere 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

Overall Satisfaction with Major Categories of City ServicesRolla vs. Missouri/Kansas vs. the U.S.

Source: 2018 ETC Institute



70%

69%

59%

55%

52%

66%

46%

58%

40%

39%

73%

49%

64%

38%

47%






0% 20% 40% 60% 80% 100%



Satisfaction with Issues that Influence Perceptions of the City

Rolla vs. Missouri/Kansas vs. the U.S.


89%

87%

83%

81%

76%

66%

64%

64%

63%

56%

84%

84%

82%

66%

65%

70%

53%

58%

56%

61%

83%

84%

80%

70%

65%

64%

56%

59%

58%

61%











0% 20% 40% 60% 80% 100%


Overall Satisfaction with Public SafetyRolla vs. Missouri/Kansas vs. the U.S.by percentage of respondents who rated the item 4 or 5 on a 5-point scale

where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)




78%

75%

72%

69%

66%

57%

72%

56%

75%

65%

60%

51%

68%

59%

70%

65%

60%

54%







0% 20% 40% 60% 80% 100%


Overall Satisfaction with Parks and RecreationRolla vs. Missouri/Kansas vs. the U.S.by percentage of respondents who rated the item 4 or 5 on a 5-point scale



76%

76%

70%

69%

61%

57%

56%

54%

74%

62%

51%

62%

52%

57%

46%

55%

71%

58%

54%

62%

56%

63%

47%

50%









0% 20% 40% 60% 80% 100%


Overall Satisfaction with City MaintenanceRolla vs. Missouri/Kansas vs. the U.S.by percentage of respondents who rated the item 4 or 5 on a 5-point scale





59%

53%

51%

46%

44%

46%

53%

42%

43%

42%

51%

52%

41%

43%

41%






0% 20% 40% 60% 80% 100%


Overall Satisfaction with Code EnforcementRolla vs. Missouri/Kansas vs. the U.S.by percentage of respondents who rated the item 4 or 5 on a 5-point scale



47%

43%

34%

50%

56%

35%

46%

46%

33%




0% 20% 40% 60% 80% 100%


Overall Satisfaction with City CommunicationsRolla vs. Missouri/Kansas vs. the U.S.





Comparison to a Rangeof Performance

97%

86%

89%

83%

95%

86%

72%

76%

74%

77%

48%

71%

31%

48%

30%

27%

22%

33%










0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Overall Satisfaction with Major Categories of City Services in Missouri and Kansas Communities - 2018

Rolla, MO

85%


80%

76%

74%

70%

58%

54%

49%

51%




96%

93%

95%

91%

76%

37%

32%

31%

16%

23%






0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Satisfaction with Issues that Influence Perceptions of Missouri and Kansas Communities - 2018

70%


69%

59%

55%

52%

Rolla, MO


94%

93%

94%

94%

91%

84%

84%

86%

73%

83%

79%

78%

61%

51%

47%

45%

39%

43%

33%

48%











0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Overall Satisfaction with Public Safetyin Missouri and Kansas Communities - 2018

Rolla, MO

89%


83%

81%

76%

56%

87%

66%


63%

64%

64%



94%

90%

98%

85%

80%

80%

39%

19%

49%

32%

25%

23%







0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Overall Satisfaction with Parks and Recreationin Missouri and Kansas Communities - 2018

Rolla, MO

78%


72%

69%

57%

75%

66%


85%

96%

82%

90%

82%

74%

73%

89%

48%

57%

43%

31%

50%

57%

20%

24%









0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Overall Satisfaction with City Maintenance in Missouri and Kansas Communities - 2018

Rolla, MO

76%


70%

61%

56%

76%

69%

57%

54%




76%

78%

68%

66%

71%

31%

31%

26%

20%

24%






0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Overall Satisfaction with the Code Enforcment in Missouri and Kansas Communities - 2018

Rolla, MO

59%


53%

51%

46%

44%


84%

79%

68%

33%

38%

20%




0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Overall Satisfaction with City Communicationsin Missouri and Kansas Communities - 2018

Rolla, MO

47%


43%

34%




Section 3:

Importance-Satisfaction Analysis



IMPO

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Importance-Satisfaction Analysis Rolla, 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 (I-S) 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 cities will maximize overall citizen satisfaction by emphasizing improvements in those service categories where the level of satisfaction is relatively low and the perceived importance of the service is relatively high.

Methodology The rating is calculated by summing the percentage of responses for items selected as the most important services for the City to emphasize over the next two years. This sum is then multiplied by 1 minus the percentage of respondents that 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 that the satisfaction ratings among service categories are comparable. [I-S=Importance x (1-Satisfaction)]. Example of the Calculation. Respondents were asked to identify the major categories of City services they thought were most important for the City to emphasize over the next two years. Fifty-six percent (56.4%) of residents ranked the maintenance of City streets, buildings and facilities as the most important service for the City to emphasize over the next two years. With regard to satisfaction, the maintenance of City streets, buildings and facilities was ranked tenth overall, with 51% rating the maintenance of City streets, buildings and facilities as a “4” or a “5” on a 5-point scale excluding “don't know” responses. The I-S rating for the maintenance of City streets, 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, 56.4% was multiplied by 49% (1-0.51). This calculation yielded an I-S rating of 0.2764, which was ranked first out of the eleven major service categories.



IMPO

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The maximum rating is 1.00 and would be achieved when 100% of the respondents select an activity as one of their top three choices for the City to emphasize and 0% indicate that they are positively satisfied with the delivery of the service. The lowest rating is 0.00 and could be achieved under either one of the following two situations:

• if 100% of the respondents were positively satisfied with the delivery of the service

• if none (0%) of the respondents selected the service as one of the three most important areas for the City to emphasize.

Interpreting the Ratings Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis. Ratings from .10 to .20 identify service areas that should receive increased emphasis. Ratings less than .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 Rolla are provided on the following page.



Importance-Satisfaction RatingCity of Rolla 2018 DirectionFinder SurveyMajor Categories of City Services

Category of Service

Most Important

%

Most Important

Rank Satisfaction %Satisfaction

Rank

Importance-Satisfaction

RatingI-S Rating

Rank

Very High Priority (IS >.20)

Maintenance of streets/buildings/facilities 56% 1 51% 10 0.2764 1Flow of traffic/congestion management 50% 2 49% 11 0.2570 2

Medium Priority (IS <.10)

Parks and recreation programs/facilities 32% 3 70% 7 0.0969 3City communication with the public 23% 4 58% 8 0.0945 4Enforcement of city codes and ordinances 18% 5 54% 9 0.0846 5City water & sewer utilities 17% 7 76% 4 0.0406 6City electric utility 14% 8 74% 5 0.0351 7Stormwater runoff/management system 14% 9 74% 6 0.0351 8Police and fire services 18% 6 85% 1 0.0270 9Customer service received from City employees 6% 11 80% 3 0.0124 10Refuse collection services 7% 10 83% 2 0.0117 11

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 receive the most emphasis over the next two years.

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

Respondents ranked their level of satisfaction with the each of the items on a scale

of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

© 2018 DirectionFinder by ETC Institute



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Importance-Satisfaction Matrix Analysis 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.

The matrix showing the results for Rolla is provided on the following page.



Sa t

isf a

ctio

n R

atin

g

,

,

,

,

,,,

,

,

,

,

me a

n s

ati

s fa

ct i

on

Opportunities for Improvement

City of Rolla 2018 DirectionFinder SurveyImportance-Satisfaction Assessment Matrix

-Major Categories of Services-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance

Importance RatingLower Importance Higher Importance

lower importance/higher Satisfaction higher importance/higher Satisfaction

lower importance/lower Satisfaction higher importance/lower Satisfaction

Exceeded Expectations

Less Important

Continued Emphasis



Maintenance of streets, buildings and facilities





Source: ETC Institute (2018)







Section 4:

Tabular Data



Q1. Overall Satisfaction. Please rate your overall satisfaction with the following major categories of services provided by the City of Rolla using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q1-1. Overall quality of police & fire services 45.9% 33.8% 11.0% 2.2% 1.7% 5.3% Q1-2. Overall quality of City parks & recreation programs & facilities 23.0% 44.8% 17.4% 8.2% 3.1% 3.4% Q1-3. Overall maintenance of City streets, buildings & facilities 14.8% 35.2% 25.6% 17.9% 4.6% 1.9% Q1-4. Overall quality of City water & sewer utilities 25.8% 49.1% 13.1% 8.1% 2.1% 1.9% Q1-5. Overall enforcement of City codes & ordinances 16.8% 30.9% 26.5% 10.3% 3.1% 12.4% Q1-6. Overall quality of customer service you receive from City employees 33.3% 41.1% 15.8% 2.2% 1.0% 6.5% Q1-7. Overall effectiveness of City communication with the public 16.0% 38.0% 27.1% 8.6% 2.6% 7.7% Q1-8. Overall quality of refuse collection services 39.7% 38.0% 11.2% 3.6% 1.4% 6.2% Q1-9. Overall quality of City's stormwater runoff/stormwater management system 21.8% 46.4% 16.7% 5.3% 2.4% 7.4% Q1-10. Overall flow of traffic & congestion management in City 12.5% 35.7% 25.8% 19.6% 4.8% 1.5% Q1-11. Overall quality of City electric utility 30.8% 40.0% 16.3% 5.8% 2.7% 4.3%



WITHOUT “DON’T KNOW” Q1. Overall Satisfaction. Please rate your overall satisfaction with the following major categories of services provided by the City of Rolla using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q1-1. Overall quality of police & fire services 48.5% 35.8% 11.6% 2.4% 1.8% Q1-2. Overall quality of City parks & recreation programs & facilities 23.8% 46.4% 18.0% 8.5% 3.2% Q1-3. Overall maintenance of City streets, buildings & facilities 15.1% 35.9% 26.1% 18.2% 4.7% Q1-4. Overall quality of City water & sewer utilities 26.3% 50.1% 13.3% 8.2% 2.1% Q1-5. Overall enforcement of City codes & ordinances 19.2% 35.3% 30.2% 11.8% 3.5% Q1-6. Overall quality of customer service you receive from City employees 35.7% 43.9% 16.9% 2.4% 1.1% Q1-7. Overall effectiveness of City communication with the public 17.3% 41.2% 29.4% 9.3% 2.8% Q1-8. Overall quality of refuse collection services 42.3% 40.5% 11.9% 3.8% 1.5% Q1-9. Overall quality of City's stormwater runoff/stormwater management system 23.6% 50.1% 18.0% 5.8% 2.6% Q1-10. Overall flow of traffic & congestion management in City 12.7% 36.3% 26.2% 19.9% 4.9% Q1-11. Overall quality of City electric utility 32.1% 41.8% 17.1% 6.1% 2.9%



Q2. Which THREE of the items from the list in Question 1 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q2. Top choice Number Percent Overall quality of police & fire services 55 9.5 % Overall quality of City parks & recreation programs & facilities 70 12.0 % Overall maintenance of City streets, buildings & facilities 136 23.4 % Overall quality of City water & sewer utilities 29 5.0 % Overall enforcement of City codes & ordinances 30 5.2 % Overall quality of customer service you receive from City employees 7 1.2 % Overall effectiveness of City communication with the public 22 3.8 % Overall quality of refuse collection services 8 1.4 % Overall quality of City's stormwater runoff/stormwater management system 16 2.7 % Overall flow of traffic & congestion management in City 125 21.5 % Overall quality of City electric utility 27 4.6 % None chosen 57 9.8 % Total 582 100.0 %

Q2. Which THREE of the items from the list in Question 1 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q2. 2nd choice Number Percent Overall quality of police & fire services 23 4.0 % Overall quality of City parks & recreation programs & facilities 60 10.3 % Overall maintenance of City streets, buildings & facilities 117 20.1 % Overall quality of City water & sewer utilities 37 6.4 % Overall enforcement of City codes & ordinances 35 6.0 % Overall quality of customer service you receive from City employees 12 2.1 % Overall effectiveness of City communication with the public 57 9.8 % Overall quality of refuse collection services 18 3.1 % Overall quality of City's stormwater runoff/stormwater management system 34 5.8 % Overall flow of traffic & congestion management in City 79 13.6 % Overall quality of City electric utility 24 4.1 % None chosen 86 14.8 % Total 582 100.0 %



Q2. Which THREE of the items from the list in Question 1 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q2. 3rd choice Number Percent Overall quality of police & fire services 26 4.5 % Overall quality of City parks & recreation programs & facilities 58 10.0 % Overall maintenance of City streets, buildings & facilities 75 12.9 % Overall quality of City water & sewer utilities 32 5.5 % Overall enforcement of City codes & ordinances 42 7.2 % Overall quality of customer service you receive from City employees 17 2.9 % Overall effectiveness of City communication with the public 52 8.9 % Overall quality of refuse collection services 14 2.4 % Overall quality of City's stormwater runoff/stormwater management system 29 5.0 % Overall flow of traffic & congestion management in City 89 15.3 % Overall quality of City electric utility 28 4.8 % None chosen 120 20.6 % Total 582 100.0 %

SUM OF TOP 3 CHOICES Q2. Which THREE of the items from the list in Question 1 do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q2. Sum of top 3 choices Number Percent Overall quality of police & fire services 104 17.9 % Overall quality of City parks & recreation programs & facilities 188 32.3 % Overall maintenance of City streets, buildings & facilities 328 56.4 % Overall quality of City water & sewer utilities 98 16.8 % Overall enforcement of City codes & ordinances 107 18.4 % Overall quality of customer service you receive from City employees 36 6.2 % Overall effectiveness of City communication with the public 131 22.5 % Overall quality of refuse collection services 40 6.9 % Overall quality of City's stormwater runoff/stormwater management system 79 13.6 % Overall flow of traffic & congestion management in City 293 50.3 % Overall quality of City electric utility 79 13.6 % None chosen 57 9.8 % Total 1540



Q3. Please rate your overall satisfaction with the following several items that may influence your perception of the City of Rolla using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q3-1. Overall value that you receive for your City tax & fees 12.0% 39.9% 28.0% 11.0% 3.4% 5.7% Q3-2. Overall image of City 13.1% 45.4% 25.8% 11.3% 2.6% 1.9% Q3-3. How well City is planning growth 15.3% 33.3% 27.5% 13.2% 4.3% 6.4% Q3-4. Overall quality of life in City 19.4% 48.5% 19.6% 8.2% 2.1% 2.2% Q3-5. Overall quality of services provided by City of Rolla 18.6% 48.8% 23.5% 4.6% 2.1% 2.4%

WITHOUT “DON’T KNOW” Q3. Please rate your overall satisfaction with the following several items that may influence your perception of the City of Rolla using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q3-1. Overall value that you receive for your City tax & fees 12.8% 42.3% 29.7% 11.7% 3.6% Q3-2. Overall image of City 13.3% 46.2% 26.3% 11.6% 2.6% Q3-3. How well City is planning growth 16.3% 35.6% 29.4% 14.1% 4.6% Q3-4. Overall quality of life in City 19.9% 49.6% 20.0% 8.4% 2.1% Q3-5. Overall quality of services provided by City of Rolla 19.0% 50.0% 24.1% 4.8% 2.1%



Q4. Public Safety. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4-1. Overall quality of local police protection 33.3% 44.3% 13.1% 3.4% 1.7% 4.1% Q4-2. Visibility of police in neighborhoods 22.5% 39.9% 22.7% 10.5% 2.1% 2.4% Q4-3. Visibility of police in retail areas 17.0% 35.7% 30.8% 8.4% 1.7% 6.4% Q4-4. City's efforts to prevent crime 19.8% 38.5% 23.5% 7.6% 1.5% 9.1% Q4-5. Enforcement of local traffic laws 19.9% 43.1% 22.3% 7.2% 2.9% 4.5% Q4-6. How quickly police respond to emergencies 27.1% 36.1% 17.4% 2.1% 0.9% 16.5% Q4-7. Drug & criminal enforcement 18.0% 29.7% 22.3% 11.2% 6.0% 12.7% Q4-8. Quality of animal control 19.8% 37.3% 21.1% 8.6% 3.8% 9.5% Q4-9. Overall quality of local fire protection 40.7% 39.9% 10.0% 0.5% 0.3% 8.6% Q4-10. How quickly fire department personnel respond to emergencies 39.0% 32.1% 9.6% 0.5% 0.3% 18.4% Q4-11. Overall quality of emergency medical services 35.4% 37.5% 12.9% 1.0% 0.9% 12.4% Q4-12. City's municipal court 13.6% 28.7% 24.6% 2.9% 1.5% 28.7%



WITHOUT “DON’T KNOW” Q4. Public Safety. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q4-1. Overall quality of local police protection 34.8% 46.2% 13.6% 3.6% 1.8% Q4-2. Visibility of police in neighborhoods 23.1% 40.8% 23.2% 10.7% 2.1% Q4-3. Visibility of police in retail areas 18.2% 38.2% 32.8% 9.0% 1.8% Q4-4. City's efforts to prevent crime 21.7% 42.3% 25.9% 8.3% 1.7% Q4-5. Enforcement of local traffic laws 20.9% 45.1% 23.4% 7.6% 3.1% Q4-6. How quickly police respond to emergencies 32.5% 43.2% 20.8% 2.5% 1.0% Q4-7. Drug & criminal enforcement 20.7% 34.1% 25.6% 12.8% 6.9% Q4-8. Quality of animal control 21.8% 41.2% 23.3% 9.5% 4.2% Q4-9. Overall quality of local fire protection 44.5% 43.6% 10.9% 0.6% 0.4% Q4-10. How quickly fire department personnel respond to emergencies 47.8% 39.4% 11.8% 0.6% 0.4% Q4-11. Overall quality of emergency medical services 40.4% 42.7% 14.7% 1.2% 1.0% Q4-12. City's municipal court 19.0% 40.2% 34.5% 4.1% 2.2%



Q5. Using 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=582) Very safe Safe Neutral Unsafe Very unsafe Don't know Q5-1. In your neighborhood during the day 54.6% 36.4% 6.0% 1.4% 0.2% 1.4% Q5-2. In your neighborhood after dark 31.4% 41.6% 16.0% 7.6% 1.5% 1.9% Q5-3. In Rolla Downtown area during the day 51.4% 39.5% 5.5% 0.9% 0.2% 2.6% Q5-4. In Rolla Downtown area after dark 18.7% 40.0% 23.9% 6.7% 1.5% 9.1% Q5-5. In Rolla's parks during the day 46.4% 38.7% 10.0% 0.9% 0.2% 4.0% Q5-6. In Rolla's parks after dark 10.1% 23.4% 28.9% 17.0% 5.2% 15.5% Q5-7. From violent crime (rape, assault, robbery) 23.5% 40.9% 21.3% 6.9% 2.2% 5.2% Q5-8. From property crime (burglary, theft) 13.6% 36.4% 29.6% 11.9% 5.0% 3.6%



WITHOUT “DON’T KNOW” Q5. Using 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=582) Very safe Safe Neutral Unsafe Very unsafe Q5-1. In your neighborhood during the day 55.4% 36.9% 6.1% 1.4% 0.2% Q5-2. In your neighborhood after dark 32.0% 42.4% 16.3% 7.7% 1.6% Q5-3. In Rolla Downtown area during the day 52.7% 40.6% 5.6% 0.9% 0.2% Q5-4. In Rolla Downtown area after dark 20.6% 44.0% 26.3% 7.4% 1.7% Q5-5. In Rolla's parks during the day 48.3% 40.3% 10.4% 0.9% 0.2% Q5-6. In Rolla's parks after dark 12.0% 27.6% 34.1% 20.1% 6.1% Q5-7. From violent crime (rape, assault, robbery) 24.8% 43.1% 22.5% 7.2% 2.4% Q5-8. From property crime (burglary, theft) 14.1% 37.8% 30.7% 12.3% 5.2%



Q6. Parks and Recreation. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q6-1. Maintenance of City parks 19.9% 49.0% 18.2% 6.7% 2.1% 4.1% Q6-2. Number of City parks 25.4% 48.5% 14.1% 6.4% 1.5% 4.1% Q6-3. Location of City parks 24.7% 51.2% 16.0% 4.3% 0.5% 3.3% Q6-4. Walking & biking trails in City 27.1% 43.5% 13.4% 8.2% 2.1% 5.7% Q6-5. Outdoor athletic fields (i.e. baseball, softball, & soccer) 21.5% 40.7% 20.6% 5.5% 1.5% 10.1% Q6-6. Community's youth athletic programs 17.2% 32.5% 19.8% 5.7% 1.4% 23.5% Q6-7. City's adult athletic programs 13.2% 29.6% 24.9% 5.5% 2.2% 24.6% Q6-8. Fees that are charged for recreation programs 11.2% 23.4% 27.0% 13.7% 5.7% 19.1% Q6-9. City library 25.6% 36.4% 16.5% 5.8% 3.1% 12.5%



WITHOUT “DON’T KNOW” Q6. Parks and Recreation. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q6-1. Maintenance of City parks 20.8% 51.1% 19.0% 7.0% 2.2% Q6-2. Number of City parks 26.5% 50.5% 14.7% 6.6% 1.6% Q6-3. Location of City parks 25.6% 52.9% 16.5% 4.4% 0.5% Q6-4. Walking & biking trails in City 28.8% 46.1% 14.2% 8.7% 2.2% Q6-5. Outdoor athletic fields (i.e. baseball, softball, & soccer) 23.9% 45.3% 22.9% 6.1% 1.7% Q6-6. Community's youth athletic programs 22.5% 42.5% 25.8% 7.4% 1.8% Q6-7. City's adult athletic programs 17.5% 39.2% 33.0% 7.3% 3.0% Q6-8. Fees that are charged for recreation programs 13.8% 28.9% 33.3% 17.0% 7.0% Q6-9. City library 29.3% 41.7% 18.9% 6.7% 3.5%



Q7. Listed below are actions the City of Rolla could take to improve City's Parks and Recreation System. Using a scale of 1 to 5, where 5 means "Very Supportive" and 1 means "Not Supportive at All," please rate your level of support for each of the following. (N=582) Not Very supportive at supportive Supportive Neutral Not supportive all Don't know Q7-1. Upgrading existing parks, shelter & playground areas 35.9% 39.0% 14.3% 3.8% 2.1% 5.0% Q7-2. Developing new walking/ biking trails 39.7% 29.9% 16.7% 6.7% 2.4% 4.6% Q7-3. Developing/improving existing youth/adult athletic fields 20.1% 35.2% 27.5% 6.4% 2.4% 8.4% Q7-4. Purchasing land to preserve open space 24.4% 26.5% 25.8% 10.3% 6.4% 6.7% Q7-5. Developing new historical & cultural facilities 25.9% 27.7% 28.2% 8.6% 4.0% 5.7% Q7-6. Purchasing land to develop neighborhood parks 22.0% 29.9% 24.6% 11.3% 6.0% 6.2% Q7-7. Upgrading existing skate park 14.6% 18.9% 33.3% 15.6% 7.2% 10.3% Q7-8. Developing dog parks 28.9% 24.4% 23.9% 10.3% 7.2% 5.3% Q7-9. Developing/improving restrooms within parks 41.2% 38.3% 12.0% 2.6% 1.4% 4.5% Q7-10. Expanding Fitness Area at the Centre 21.5% 18.0% 24.2% 12.4% 16.0% 7.9% Q7-11. Adding indoor basketball/ volleyball courts 16.7% 18.0% 31.4% 11.5% 13.2% 9.1%



WITHOUT “DON’T KNOW” Q7. Listed below are actions the City of Rolla could take to improve City's Parks and Recreation System. Using a scale of 1 to 5, where 5 means "Very Supportive" and 1 means "Not Supportive at All," please rate your level of support for each of the following. (without "don't know") (N=582) Not supportive at Very supportive Supportive Neutral Not supportive all Q7-1. Upgrading existing parks, shelter & playground areas 37.8% 41.0% 15.0% 4.0% 2.2% Q7-2. Developing new walking/biking trails 41.6% 31.4% 17.5% 7.0% 2.5% Q7-3. Developing/improving existing youth/adult athletic fields 22.0% 38.5% 30.0% 6.9% 2.6% Q7-4. Purchasing land to preserve open space 26.2% 28.4% 27.6% 11.0% 6.8% Q7-5. Developing new historical & cultural facilities 27.5% 29.3% 29.9% 9.1% 4.2% Q7-6. Purchasing land to develop neighborhood parks 23.4% 31.9% 26.2% 12.1% 6.4% Q7-7. Upgrading existing skate park 16.3% 21.1% 37.2% 17.4% 8.0% Q7-8. Developing dog parks 30.5% 25.8% 25.2% 10.9% 7.6% Q7-9. Developing/improving restrooms within parks 43.2% 40.1% 12.6% 2.7% 1.4% Q7-10. Expanding Fitness Area at the Centre 23.3% 19.6% 26.3% 13.4% 17.4% Q7-11. Adding indoor basketball/volleyball courts 18.3% 19.8% 34.6% 12.7% 14.6%



Q8. Which FOUR of the actions listed in Question 7 to improve the City's Parks and Recreation system would you be MOST WILLING to fund with your tax dollars? Q8. Top choice Number Percent Upgrading existing parks, shelter & playground areas 122 21.0 % Developing new walking/biking trails 109 18.7 % Developing/improving existing youth/adult athletic fields 16 2.7 % Purchasing land to preserve open space 23 4.0 % Developing new historical & cultural facilities 39 6.7 % Purchasing land to develop neighborhood parks 11 1.9 % Upgrading existing skate park 4 0.7 % Developing dog parks 74 12.7 % Developing/improving restrooms within parks 59 10.1 % Expanding Fitness Area at the Centre 25 4.3 % Adding indoor basketball/volleyball courts 11 1.9 % None chosen 89 15.3 % Total 582 100.0 % Q8. Which FOUR of the actions listed in Question 7 to improve the City's Parks and Recreation system would you be MOST WILLING to fund with your tax dollars? Q8. 2nd choice Number Percent Upgrading existing parks, shelter & playground areas 73 12.5 % Developing new walking/biking trails 77 13.2 % Developing/improving existing youth/adult athletic fields 27 4.6 % Purchasing land to preserve open space 42 7.2 % Developing new historical & cultural facilities 34 5.8 % Purchasing land to develop neighborhood parks 27 4.6 % Upgrading existing skate park 14 2.4 % Developing dog parks 45 7.7 % Developing/improving restrooms within parks 94 16.2 % Expanding Fitness Area at the Centre 23 4.0 % Adding indoor basketball/volleyball courts 10 1.7 % None chosen 116 19.9 % Total 582 100.0 %



Q8. Which FOUR of the actions listed in Question 7 to improve the City's Parks and Recreation system would you be MOST WILLING to fund with your tax dollars? Q8. 3rd choice Number Percent Upgrading existing parks, shelter & playground areas 66 11.3 % Developing new walking/biking trails 53 9.1 % Developing/improving existing youth/adult athletic fields 38 6.5 % Purchasing land to preserve open space 37 6.4 % Developing new historical & cultural facilities 41 7.0 % Purchasing land to develop neighborhood parks 31 5.3 % Upgrading existing skate park 15 2.6 % Developing dog parks 46 7.9 % Developing/improving restrooms within parks 72 12.4 % Expanding Fitness Area at the Centre 27 4.6 % Adding indoor basketball/volleyball courts 18 3.1 % None chosen 138 23.7 % Total 582 100.0 % Q8. Which FOUR of the actions listed in Question 7 to improve the City's Parks and Recreation system would you be MOST WILLING to fund with your tax dollars? Q8. 4th choice Number Percent Upgrading existing parks, shelter & playground areas 51 8.8 % Developing new walking/biking trails 41 7.0 % Developing/improving existing youth/adult athletic fields 37 6.4 % Purchasing land to preserve open space 31 5.3 % Developing new historical & cultural facilities 43 7.4 % Purchasing land to develop neighborhood parks 45 7.7 % Upgrading existing skate park 22 3.8 % Developing dog parks 31 5.3 % Developing/improving restrooms within parks 62 10.7 % Expanding Fitness Area at the Centre 23 4.0 % Adding indoor basketball/volleyball courts 18 3.1 % None chosen 178 30.6 % Total 582 100.0 %



SUM OF TOP 4 CHOICES Q8. Which FOUR of the actions listed in Question 7 to improve the City's Parks and Recreation system would you be MOST WILLING to fund with your tax dollars? (top 4) Q8. Sum of top 4 choices Number Percent Upgrading existing parks, shelter & playground areas 312 53.6 % Developing new walking/biking trails 280 48.1 % Developing/improving existing youth/adult athletic fields 118 20.3 % Purchasing land to preserve open space 133 22.9 % Developing new historical & cultural facilities 157 27.0 % Purchasing land to develop neighborhood parks 114 19.6 % Upgrading existing skate park 55 9.5 % Developing dog parks 196 33.7 % Developing/improving restrooms within parks 287 49.3 % Expanding Fitness Area at the Centre 98 16.8 % Adding indoor basketball/volleyball courts 57 9.8 % None chosen 89 15.3 % Total 1896



Q9. Maintenance. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q9-1. Maintenance of City streets 11.7% 41.4% 19.8% 20.1% 5.5% 1.5% Q9-2. Maintenance of City sidewalks 9.8% 44.7% 25.4% 12.9% 3.8% 3.4% Q9-3. Maintenance of traffic signals & street signs 17.9% 56.0% 18.7% 3.4% 1.4% 2.6% Q9-4. Adequacy of City street lighting 13.4% 45.2% 20.8% 14.9% 2.7% 2.9% Q9-5. Maintenance & preservation of Downtown Rolla 13.7% 41.2% 27.3% 11.3% 2.4% 4.0% Q9-6. Maintenance of City buildings, such as City Hall, police stations, & Community Hall 15.8% 50.7% 22.9% 1.9% 0.9% 7.9% Q9-7. Snow removal on City streets 22.5% 51.0% 14.8% 6.4% 2.4% 2.9% Q9-8. Mowing & trimming along City streets & other public areas 18.6% 49.7% 18.9% 7.2% 2.6% 3.1% Q9-9. Overall cleanliness of City streets & other public areas 17.4% 49.8% 22.2% 6.7% 2.2% 1.7% Q9-10. Adequacy of sewer service 20.3% 52.2% 16.5% 3.3% 1.2% 6.5% Q9-11. Water quality & supply 22.7% 46.6% 17.2% 7.6% 2.6% 3.4%



WITHOUT “DON’T KNOW” Q9. Maintenance. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q9-1. Maintenance of City streets 11.9% 42.1% 20.1% 20.4% 5.6% Q9-2. Maintenance of City sidewalks 10.1% 46.3% 26.3% 13.3% 3.9% Q9-3. Maintenance of traffic signals & street signs 18.3% 57.5% 19.2% 3.5% 1.4% Q9-4. Adequacy of City street lighting 13.8% 46.5% 21.4% 15.4% 2.8% Q9-5. Maintenance & preservation of Downtown Rolla 14.3% 42.9% 28.4% 11.8% 2.5% Q9-6. Maintenance of City buildings, such as City Hall, police stations, & Community Hall 17.2% 55.0% 24.8% 2.1% 0.9% Q9-7. Snow removal on City streets 23.2% 52.6% 15.2% 6.5% 2.5% Q9-8. Mowing & trimming along City streets & other public areas 19.1% 51.2% 19.5% 7.4% 2.7% Q9-9. Overall cleanliness of City streets & other public areas 17.7% 50.7% 22.6% 6.8% 2.3% Q9-10. Adequacy of sewer service 21.7% 55.9% 17.6% 3.5% 1.3% Q9-11. Water quality & supply 23.5% 48.2% 17.8% 7.8% 2.7%



Q10. Code Enforcement. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q10-1. Enforcing clean up of litter, junk & derelict cars 9.8% 30.1% 24.4% 21.6% 5.7% 8.4% Q10-2. Enforcing mowing & trimming of lawns 11.9% 34.9% 29.0% 12.5% 3.3% 8.4% Q10-3. Enforcing maintenance of residential property 10.7% 30.6% 26.8% 17.7% 5.3% 8.9% Q10-4. Enforcing maintenance of business property 12.0% 35.1% 25.1% 12.0% 4.8% 11.0% Q10-5. Enforcing codes designed to protect public safety 14.9% 38.0% 27.1% 5.5% 2.4% 12.0% Q10-6. Enforcing sign regulations 13.4% 38.0% 27.0% 6.9% 1.9% 12.9% Q10-7. Enforcing City zoning regulations 12.5% 34.0% 28.7% 5.7% 3.1% 16.0%

WITHOUT “DON’T KNOW” Q10. Code Enforcement. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q10-1. Enforcing clean up of litter, junk & derelict cars 10.7% 32.8% 26.6% 23.6% 6.2% Q10-2. Enforcing mowing & trimming of lawns 12.9% 38.1% 31.7% 13.7% 3.6% Q10-3. Enforcing maintenance of residential property 11.7% 33.6% 29.4% 19.4% 5.8% Q10-4. Enforcing maintenance of business property 13.5% 39.4% 28.2% 13.5% 5.4% Q10-5. Enforcing codes designed to protect public safety 17.0% 43.2% 30.9% 6.3% 2.7% Q10-6. Enforcing sign regulations 15.4% 43.6% 31.0% 7.9% 2.2% Q10-7. Enforcing City zoning regulations 14.9% 40.5% 34.2% 6.7% 3.7%



Q11. City Leadership. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q11-1. Overall quality of leadership provided by City's elected officials 11.9% 37.5% 26.6% 7.0% 2.9% 14.1% Q11-2. Overall effectiveness of appointed boards & commissions 10.5% 33.3% 27.8% 6.4% 3.6% 18.4% Q11-3. Overall effectiveness of City Administrator & appointed staff 16.8% 33.2% 25.3% 5.0% 3.3% 16.5%

WITHOUT “DON’T KNOW” Q11. City Leadership. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q11-1. Overall quality of leadership provided by City's elected officials 13.8% 43.6% 31.0% 8.2% 3.4% Q11-2. Overall effectiveness of appointed boards & commissions 12.8% 40.8% 34.1% 7.8% 4.4% Q11-3. Overall effectiveness of City Administrator & appointed staff 20.2% 39.7% 30.2% 6.0% 3.9%



Q12. City Communication. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q12-1. Availability of information about City programs & services 9.6% 34.4% 28.5% 16.5% 4.1% 6.9% Q12-2. City efforts to keep you informed about local issues 8.6% 31.6% 28.2% 18.2% 6.0% 7.4% Q12-3. Level of public involvement in local decision making 5.5% 24.1% 33.0% 18.4% 5.8% 13.2%

WITHOUT “DON’T KNOW” Q12. City Communication. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q12-1. Availability of information about City programs & services 10.3% 36.9% 30.6% 17.7% 4.4% Q12-2. City efforts to keep you informed about local issues 9.3% 34.1% 30.4% 19.7% 6.5% Q12-3. Level of public involvement in local decision making 6.3% 27.7% 38.0% 21.2% 6.7%



Q13. From which of the following sources of information do you get information about City news and events? Q13. What sources of information do you get information about City news & events? Number Percent Newspaper 313 53.8 % City newsletters 157 27.0 % Local radio stations 274 47.1 % Rolla Cable Channel 16 83 14.3 % Call City Hall 16 2.7 % City homepage/internet 175 30.1 % Social media (Facebook, Twitter) 315 54.1 % Other 61 10.5 % Total 1394

Q13. Other Q13. Other Number Percent Word of mouth 35 57.4 % Friends 4 6.6 % City Council meetings 3 4.9 % The Mayor 1 1.6 % Being around it 1 1.6 % National news 1 1.6 % NEED NEW BRIDGE 1 1.6 % FREE PAPER EVERY 4TH MONTH 1 1.6 % Talk to Mayor and other leaders 1 1.6 % Spouse 1 1.6 % Chamber of Commerce website 1 1.6 % Friends working for city 1 1.6 % Chamber/word of mouth 1 1.6 % INTERNET 1 1.6 % Bulletin 1 1.6 % Door hangers or direct mail 1 1.6 % Radio 1 1.6 % Google 1 1.6 % TV 1 1.6 % John Butz 1 1.6 % Rollanet 1 1.6 % City employees and elected officials 1 1.6 % Total 61 100.0 %



Q14. The City of Rolla is actively promoting a community-wide campaign to support a new animal shelter, primarily relying on charitable contributions. How willing would you be to financially donate or support such an effort? Q14. How willing would you be to financially donate or support such an effort? Number Percent Very willing 147 25.3 % Willing 209 35.9 % Not willing 125 21.5 % Don't know 101 17.4 % Total 582 100.0 %

WITHOUT “DON’T KNOW” Q14. The City of Rolla is actively promoting a community-wide campaign to support a new animal shelter, primarily relying on charitable contributions. How willing would you be to financially donate or support such an effort? (without "don't know") Q14. How willing would you be to financially donate or support such an effort? Number Percent Very willing 147 30.6 % Willing 209 43.5 % Not willing 125 26.0 % Total 481 100.0 %



Q15. Perceptions of the City. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q15-1. General appearance of your neighborhood 23.7% 48.6% 14.4% 9.5% 2.2% 1.5% Q15-2. General appearance of commercial areas 11.7% 48.5% 23.2% 11.5% 2.6% 2.6% Q15-3. General appearance of public buildings & public spaces 13.7% 56.7% 20.6% 5.3% 1.4% 2.2% Q15-4. Overall condition of City streets 9.1% 43.1% 22.5% 17.5% 5.8% 1.9% Q15-5. Overall condition of sidewalks 9.3% 45.7% 25.1% 12.9% 3.4% 3.6% Q15-6. Overall enforcement of maintenance codes 8.8% 30.2% 27.1% 12.4% 2.9% 18.6% Q15-7. Overall enforcement of zoning laws 10.0% 32.8% 28.2% 5.7% 1.7% 21.6% Q15-8. Overall appearance of City parks 14.8% 53.8% 19.8% 6.2% 1.5% 4.0% Q15-9. Access to parks & open space 20.1% 54.8% 14.4% 5.2% 1.2% 4.3% Q15-10. Overall flow of traffic & congestion management in City 8.1% 33.5% 25.6% 22.9% 6.5% 3.4% Q15-11. Overall quality of City electric utility 22.9% 45.4% 17.0% 7.6% 2.1% 5.2%



WITHOUT “DON’T KNOW” Q15. Perceptions of the City. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know") (N=582) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q15-1. General appearance of your neighborhood 24.1% 49.4% 14.7% 9.6% 2.3% Q15-2. General appearance of commercial areas 12.0% 49.7% 23.8% 11.8% 2.6% Q15-3. General appearance of public buildings & public spaces 14.1% 58.0% 21.1% 5.4% 1.4% Q15-4. Overall condition of City streets 9.3% 44.0% 22.9% 17.9% 6.0% Q15-5. Overall condition of sidewalks 9.6% 47.4% 26.0% 13.4% 3.6% Q15-6. Overall enforcement of maintenance codes 10.8% 37.1% 33.3% 15.2% 3.6% Q15-7. Overall enforcement of zoning laws 12.7% 41.9% 36.0% 7.2% 2.2% Q15-8. Overall appearance of City parks 15.4% 56.0% 20.6% 6.4% 1.6% Q15-9. Access to parks & open space 21.0% 57.3% 15.1% 5.4% 1.3% Q15-10. Overall flow of traffic & congestion management in City 8.4% 34.7% 26.5% 23.7% 6.8% Q15-11. Overall quality of City electric utility 24.1% 47.8% 17.9% 8.0% 2.2%



Q16. The City needs your input on guidelines as growth continues in the City. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with each of the following statements. (N=582) Strongly Strongly agree Agree Neutral Disagree disagree Not provided Q16-1. I prefer to live in a neighborhood with persons my own age & economic level rather than in a neighborhood with a range of ages & income 11.2% 23.9% 34.4% 22.5% 5.8% 2.2% Q16-2. I would like to be able to walk or bike to a neighborhood center with services such as a bakery, cafe, grocery store 29.6% 35.9% 26.5% 5.2% 1.4% 1.5% Q16-3. Residential subdivisions in Rolla should offer a variety of housing choices with respect to price 18.9% 37.5% 26.8% 12.9% 2.1% 1.9% Q16-4. Design guidelines & zoning controls are necessary for quality residential neighborhoods to prevent commercial encroachment 26.6% 44.5% 21.1% 4.1% 1.4% 2.2% Q16-5. Existing trees, other vegetation & terrain should be considered when situating streets & buildings on a site 32.1% 41.2% 19.4% 3.8% 1.5% 1.9% Q16-6. I prefer to live in a neighborhood where homes are similar in price & style rather than in a neighborhood with a variety of prices & styles 19.4% 32.8% 28.7% 12.9% 4.6% 1.5% Q16-7. I prefer to live in a neighborhood with houses set closer to curb & with garages that are not prominent in the front of houses 3.8% 11.2% 41.6% 32.1% 8.8% 2.6% Q16-8. As Rolla's population has increased, quality of life in City has steadily improved 6.4% 34.9% 38.5% 14.6% 4.1% 1.5%



WITHOUT “NOT PROVIDED” Q16. The City needs your input on guidelines as growth continues in the City. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with each of the following statements. (without "not provided") (N=582) Strongly Strongly agree Agree Neutral Disagree disagree Q16-1. I prefer to live in a neighborhood with persons my own age & economic level rather than in a neighborhood with a range of ages & income 11.4% 24.4% 35.1% 23.0% 6.0% Q16-2. I would like to be able to walk or bike to a neighborhood center with services such as a bakery, cafe, grocery store 30.0% 36.5% 26.9% 5.2% 1.4% Q16-3. Residential subdivisions in Rolla should offer a variety of housing choices with respect to price 19.3% 38.2% 27.3% 13.1% 2.1% Q16-4. Design guidelines & zoning controls are necessary for quality residential neighborhoods to prevent commercial encroachment 27.2% 45.5% 21.6% 4.2% 1.4% Q16-5. Existing trees, other vegetation & terrain should be considered when situating streets & buildings on a site 32.7% 42.0% 19.8% 3.9% 1.6% Q16-6. I prefer to live in a neighborhood where homes are similar in price & style rather than in a neighborhood with a variety of prices & styles 19.7% 33.3% 29.1% 13.1% 4.7% Q16-7. I prefer to live in a neighborhood with houses set closer to curb & with garages that are not prominent in the front of houses 3.9% 11.5% 42.7% 33.0% 9.0% Q16-8. As Rolla's population has increased, quality of life in City has steadily improved 6.5% 35.4% 39.1% 14.8% 4.2%



Q17. How would you rate the adequacy of parking in the Downtown area/inner core of the City of Rolla? Q17. How would you rate adequacy of parking in Downtown area/inner core of City of Rolla? Number Percent More than adequate 32 5.5 % Adequate 239 41.1 % Not adequate 175 30.1 % Not adequate at all 88 15.1 % Don't know 48 8.2 % Total 582 100.0 % WITHOUT “DON’T KNOW” Q17. How would you rate the adequacy of parking in the Downtown area/inner core of the City of Rolla? (without "don't know") Q17. How would you rate adequacy of parking in Downtown area/inner core of City of Rolla? Number Percent More than adequate 32 6.0 % Adequate 239 44.8 % Not adequate 175 32.8 % Not adequate at all 88 16.5 % Total 534 100.0 %



Q18. Using a scale of 1 to 4, where 4 means "Very Important" and 1 means "Not Important at All," please rate how important each of the following items are to you. (N=582) Somewhat Very important important Not very important Not important at all Don't know Q18-1. Being within an easy walk of other places & things in a community, such as shops & parks 32.0% 41.2% 19.2% 4.8% 2.7% Q18-2. Sidewalks & places to take walks 59.5% 31.8% 5.0% 2.1% 1.7% Q18-3. Being within a short commute to work 33.8% 28.4% 20.6% 10.1% 7.0% Q18-4. Easy access to highways 33.8% 45.9% 13.9% 4.0% 2.4% Q18-5. Having public transit nearby 23.9% 28.4% 28.5% 13.9% 5.3% Q18-6. Bike lanes & paths nearby 33.5% 33.7% 18.7% 10.1% 4.0%

WITHOUT “DON’T KNOW” Q18. Using a scale of 1 to 4, where 4 means "Very Important" and 1 means "Not Important at All," please rate how important each of the following items are to you. (without "don't know") (N=582) Somewhat Very important important Not very important Not important at all Q18-1. Being within an easy walk of other places & things in a community, such as shops & parks 32.9% 42.4% 19.8% 4.9% Q18-2. Sidewalks & places to take walks 60.5% 32.3% 5.1% 2.1% Q18-3. Being within a short commute to work 36.4% 30.5% 22.2% 10.9% Q18-4. Easy access to highways 34.7% 47.0% 14.3% 4.0% Q18-5. Having public transit nearby 25.2% 29.9% 30.1% 14.7% Q18-6. Bike lanes & paths nearby 34.9% 35.1% 19.5% 10.6%



Q19. Counting yourself, how many people regularly live in your household? Q19. How many people regularly live in your household? Number Percent 1 139 23.9 % 2 237 40.7 % 3 81 13.9 % 4 69 11.9 % 5 33 5.7 % 6 5 0.9 % 7+ 14 2.4 % Not provided 4 0.7 % Total 582 100.0 % WITHOUT “NOT PROVIDED” Q19. Counting yourself, how many people regularly live in your household? (without "not provided") Q19. How many people regularly live in your household? Number Percent 1 139 24.0 % 2 237 41.0 % 3 81 14.0 % 4 69 11.9 % 5 33 5.7 % 6 5 0.9 % 7+ 14 2.4 % Total 578 100.0 %



Q20. Including yourself, how many people in your household are... Mean Sum number 2.5 1430 Under age 5 0.1 81 Ages 5-9 0.1 70 Ages 10-14 0.1 85 Ages 15-19 0.1 80 Ages 20-24 0.2 99 Ages 25-34 0.3 181 Ages 35-44 0.3 191 Ages 45-54 0.3 171 Ages 55-64 0.4 243 Ages 65-74 0.2 132 Ages 75+ 0.2 97

Q21. Approximately how many years have you lived in the City of Rolla? Q21. How many years have you lived in City of Rolla? Number Percent Less than 5 131 22.5 % 5-10 81 13.9 % 11-20 142 24.4 % More than 20 219 37.6 % Not provided 9 1.5 % Total 582 100.0 %

WITHOUT “NOT PROVIDED” Q21. Approximately how many years have you lived in the City of Rolla? (without "not provided") Q21. How many years have you lived in City of Rolla? Number Percent Less than 5 131 22.9 % 5-10 81 14.1 % 11-20 142 24.8 % More than 20 219 38.2 % Total 573 100.0 %



Q22. Have you or other adult members of your household used the internet from your home during the past week? Q22. Have you or other adult members of your household used internet from your home during past week? Number Percent Yes 526 90.4 % No 54 9.3 % Not provided 2 0.3 % Total 582 100.0 %

WITHOUT “NOT PROVIDED” Q22. Have you or other adult members of your household used the internet from your home during the past week? (without "not provided") Q22. Have you or other adult members of your household used internet from your home during past week? Number Percent Yes 526 90.7 % No 54 9.3 % Total 580 100.0 %



Q23. Do you own or rent your current residence? Q23. Do you own or rent your current residence? Number Percent Own 372 63.9 % Rent 208 35.7 % Not provided 2 0.3 % Total 582 100.0 %

WITHOUT “NOT PROVIDED” Q23. Do you own or rent your current residence? (without "not provided") Q23. Do you own or rent your current residence? Number Percent Own 372 64.1 % Rent 208 35.9 % Total 580 100.0 %

Q24. What is your age? Q24. Your age Number Percent 18-34 120 20.6 % 35-44 110 18.9 % 45-54 109 18.7 % 55-64 115 19.8 % 65+ 127 21.8 % Not provided 1 0.2 % Total 582 100.0 %

WITHOUT “NOT PROVIDED” Q24. What is your age? (without "not provided") Q24. Your age Number Percent 18-34 120 20.7 % 35-44 110 18.9 % 45-54 109 18.8 % 55-64 115 19.8 % 65+ 127 21.9 % Total 581 100.0 %



Q25. Would you say your total household income is: Q25. Your total household income Number Percent Under $30K 120 20.6 % $30K-$59,999 147 25.3 % $60K-$99,999 159 27.3 % $100K+ 113 19.4 % Not provided 43 7.4 % Total 582 100.0 %

WITHOUT “NOT PROVIDED” Q25. Would you say your total household income is: (without "not provided") Q25. Your total household income Number Percent Under $30K 120 22.3 % $30K-$59,999 147 27.3 % $60K-$99,999 159 29.5 % $100K+ 113 21.0 % Total 539 100.0 %

Q26. Your gender: Q26. Your gender Number Percent Male 288 49.5 % Female 289 49.7 % Not provided 5 0.9 % Total 582 100.0 % WITHOUT “NOT PROVIDED” Q26. Your gender: (without "not provided") Q26. Your gender Number Percent Male 288 49.9 % Female 289 50.1 % Total 577 100.0 %



Section 5:

Survey Instrument



City of

RQLA -

City Ad111illistratio11 P.O. Box 979, Rolla, MO 65402

(573) 426-6948; FAX (573) 426-6947 email [email protected]

March 2018

Dear City of Rolla Resident:

Every couple of years the City of Rolla conducts a survey to gain feedback from residents on a

number of City services. As the City considers issues that affect our citizens, we want to ensure

our priorities are aligned with the needs of our citizens. Your input on the enclosed survey is

extremely important; we need to know what you think.

We realize this survey takes some time to complete, but every question is important. The time

you invest in this survey will influence decisions that will be made about the future of the City

of Rolla. Your responses will also allow City of Rolla leaders to identify and address the many

opportunities and challenges facing the community.

Please return your survey within the next week in the enclosed postage-paid envelope.

Your responses will remain confidential.

Thank you for your participation in the 2018 Citizen Survey. We appreciate your time, and your

efforts will help to improve the future of our community.

City Administration

City of Rolla, Missouri

drninistrator

An Equal Opportunity Employer

©2018 ETC Institute Page 1

City of Rolla 2018 Direction Finder Survey

City leaders would like your opinion about how well the city is delivering services to residents. Please take a few minutes to complete this survey. Your input will be used to help set community priorities so that tax dollars are spent wisely. If you have questions, please call City Administrator John Butz at (573) 426-6948.If you would prefer to complete this survey online, please visit www.RollaSurvey.org.

1. Overall Satisfaction. Please rate your overall satisfaction with the following major categories of services provided by the City of Rolla using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very dissatisfied".

How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very

Dissatisfied Don't Know

01. Overall quality of police and fire services 5 4 3 2 1 9 02. Overall quality of city parks and recreation programs and facilities 5 4 3 2 1 9 03. Overall maintenance of city streets, buildings and facilities 5 4 3 2 1 9 04. Overall quality of city water and sewer utilities 5 4 3 2 1 9 05. Overall enforcement of city codes and ordinances 5 4 3 2 1 9 06. Overall quality of customer service you receive from city employees 5 4 3 2 1 9 07. Overall effectiveness of city communication with the public 5 4 3 2 1 9 08. Overall quality of refuse collection services 5 4 3 2 1 9

09. Overall quality of the city's stormwater runoff/stormwater management system 5 4 3 2 1 9

10. Overall flow of traffic and congestion management in the city 5 4 3 2 1 9 11. Overall quality of city electric utility 5 4 3 2 1 9

2. Which THREE of the items from the list in Question 1 do you think should receive the MOST EMPHASIS from city leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 1.]

1st: ____ 2nd: ____ 3rd: ____

3. Please rate your overall satisfaction with the following several items that may influence your perception of the City of Rolla using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



1. Overall value that you receive for your city tax dollars and fees 5 4 3 2 1 9 2. Overall image of the city 5 4 3 2 1 9 3. How well the city is planning growth 5 4 3 2 1 9 4. Overall quality of life in the city 5 4 3 2 1 9 5. Overall quality of services provided by the City of Rolla 5 4 3 2 1 9


4. Public Safety. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



01. Overall quality of local police protection 5 4 3 2 1 9 02. The visibility of police in neighborhoods 5 4 3 2 1 9 03. The visibility of police in retail areas 5 4 3 2 1 9 04. The city's efforts to prevent crime 5 4 3 2 1 9 05. Enforcement of local traffic laws 5 4 3 2 1 9 06. How quickly police respond to emergencies 5 4 3 2 1 9 07. Drug and criminal enforcement 5 4 3 2 1 9 08. Quality of animal control 5 4 3 2 1 9 09. Overall quality of local fire protection 5 4 3 2 1 9 10. How quickly fire department personnel respond to emergencies 5 4 3 2 1 9 11. Overall quality of emergency medical services 5 4 3 2 1 9 12. The city's municipal court 5 4 3 2 1 9

5. Using a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe", please rate how safe you feel in the following situations.

How safe do you feel... Very Safe Safe Neutral Unsafe Very Unsafe Don't Know 1. In your neighborhood during the day 5 4 3 2 1 9 2. In your neighborhood after dark 5 4 3 2 1 9 3. In the Rolla downtown area during the day 5 4 3 2 1 9 4. In the Rolla downtown area after dark 5 4 3 2 1 9 5. In Rolla's parks during the day 5 4 3 2 1 9 6. In Rolla's parks after dark 5 4 3 2 1 9 7. From violent crime (rape, assault, robbery) 5 4 3 2 1 9 8. From property crime (burglary, theft) 5 4 3 2 1 9

6. Parks and Recreation. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



1. Maintenance of city parks 5 4 3 2 1 9 2. The number of city parks 5 4 3 2 1 9 3. The location of city parks 5 4 3 2 1 9 4. Walking and biking trails in the city 5 4 3 2 1 9 5. Outdoor athletic fields (i.e. baseball, softball, and soccer) 5 4 3 2 1 9 6. The Community's youth athletic programs 5 4 3 2 1 9 7. The city's adult athletic programs 5 4 3 2 1 9 8. Fees that are charged for recreation programs 5 4 3 2 1 9 9. The city library 5 4 3 2 1 9


7. Listed below are actions the City of Rolla could take to improve the city's Parks and Recreation System. Using a scale of 1 to 5, where 5 means "Very Supportive" and 1 means "Not Supportive at All", please rate your level of support for each of the following.

How supportive would you be of the city... Very Supportive Supportive Neutral Not

Supportive Not

Supportive at All

Don't Know

01. Upgrading existing parks, shelter and playground areas 5 4 3 2 1 9 02. Developing new walking/biking trails 5 4 3 2 1 9 03. Develop/Improve existing youth/adult athletic fields 5 4 3 2 1 9 04. Purchasing land to preserve open space 5 4 3 2 1 9 05. Developing new historical and cultural facilities 5 4 3 2 1 9 06. Purchasing land to develop neighborhood parks 5 4 3 2 1 9 07. Upgrading existing skate park 5 4 3 2 1 9 08. Developing dog parks 5 4 3 2 1 9 09. Developing/Improving restrooms within the parks 5 4 3 2 1 9 10. Expanding the Fitness Area at the Centre 5 4 3 2 1 9 11. Adding indoor basketball/volleyball courts 5 4 3 2 1 9

8. Which FOUR of the actions listed in Question 7 to improve the city's Parks and Recreation system would you be MOST WILLING to fund with your tax dollars? [Write in your answers below using the numbers from the list in Question 7.]

1st: ____ 2nd: ____ 3rd: ____ 4th: ____

9. Maintenance. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



01. Maintenance of city streets 5 4 3 2 1 9 02. Maintenance of city sidewalks 5 4 3 2 1 9 03. Maintenance of traffic signals and street signs 5 4 3 2 1 9 04. Adequacy of city street lighting 5 4 3 2 1 9 05. Maintenance and preservation of downtown Rolla 5 4 3 2 1 9

06. Maintenance of city buildings, such as City Hall, police stations, and Community Hall 5 4 3 2 1 9

07. Snow removal on city streets 5 4 3 2 1 9 08. Mowing and trimming along city streets and other public areas 5 4 3 2 1 9 09. Overall cleanliness of city streets and other public areas 5 4 3 2 1 9 10. Adequacy of sewer service 5 4 3 2 1 9 11. Water quality and supply 5 4 3 2 1 9

10. Code Enforcement. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



1. Enforcing the clean up of litter, junk and derelict cars 5 4 3 2 1 9 2. Enforcing the mowing and trimming of lawns 5 4 3 2 1 9 3. Enforcing the maintenance of residential property 5 4 3 2 1 9 4. Enforcing the maintenance of business property 5 4 3 2 1 9 5. Enforcing codes designed to protect public safety 5 4 3 2 1 9 6. Enforcing sign regulations 5 4 3 2 1 9 7. Enforcing city zoning regulations 5 4 3 2 1 9


11. City Leadership. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



1. Overall quality of leadership provided by the city's elected officials 5 4 3 2 1 9 2. Overall effectiveness of appointed boards and commissions 5 4 3 2 1 9 3. Overall effectiveness of the City Administrator and appointed staff 5 4 3 2 1 9

12. City Communication. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



1. The availability of information about city programs and services 5 4 3 2 1 9 2. City efforts to keep you informed about local issues 5 4 3 2 1 9 3. The level of public involvement in local decision making 5 4 3 2 1 9

13. From which of the following sources of information do you get information about city news and events? [Check all that apply.] ____(1) Newspaper ____(2) City newsletters ____(3) Local radio stations

____(4) Rolla Cable Channel 16 ____(5) Call City Hall ____(6) City Homepage/Internet

____(7) Social media (Facebook, Twitter) ____(8) Other: ______________________

14. The City of Rolla is actively promoting a community-wide campaign to support a new animal shelter, primarily relying on charitable contributions. How willing would you be to financially donate or support such an effort? ____(1) Very willing ____(2) Willing ____(3) Not willing ____(9) Don't know

15. Perceptions of the City. Please rate your satisfaction with each of the following items using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied".



01. General appearance of your neighborhood 5 4 3 2 1 9 02. General appearance of commercial areas 5 4 3 2 1 9 03. General appearance of public buildings and public spaces 5 4 3 2 1 9 04. Overall condition of city streets 5 4 3 2 1 9 05. Overall condition of sidewalks 5 4 3 2 1 9 06. Overall enforcement of maintenance codes 5 4 3 2 1 9 07. Overall enforcement of zoning laws 5 4 3 2 1 9 08. Overall appearance of city parks 5 4 3 2 1 9 09. Access to parks and open space 5 4 3 2 1 9 10. Overall flow of traffic and congestion management in the city 5 4 3 2 1 9 11. Overall quality of city electric utility 5 4 3 2 1 9


16. The city needs your input on guidelines as growth continues in the city. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with each of the following statements.

Strongly Agree Agree Neutral Disagree Strongly

Disagree

1. I prefer to live in a neighborhood with persons my own age and economic level rather than in a neighborhood with a range of ages and income 5 4 3 2 1

2. I would like to be able to walk or bike to a neighborhood center with services such as a bakery, café, grocery store 5 4 3 2 1

3. Residential subdivisions in Rolla should offer a variety of housing choices with respect to price 5 4 3 2 1

4. Design guidelines and zoning controls are necessary for quality residential neighborhoods to prevent commercial encroachment 5 4 3 2 1

5. Existing trees, other vegetation and terrain should be considered when situating streets and buildings on a site 5 4 3 2 1

6. I prefer to live in a neighborhood where homes are similar in price and style rather than in a neighborhood with a variety of prices and styles 5 4 3 2 1

7. I prefer to live in a neighborhood with houses set closer to the curb and with garages that are not prominent in the front of houses 5 4 3 2 1

8. As Rolla's population has increased, the quality of life in the city has steadily improved 5 4 3 2 1

17. How would you rate the adequacy of parking in the downtown area/inner core of the City of Rolla? ____(1) More than adequate ____(2) Adequate

____(3) Not adequate ____(4) Not adequate at all

____(9) Don't know

18. Using a scale of 1 to 4, where 4 means "Very Important" and 1 means "Not Important at All", please rate how important each of the following items are to you.

Very Important

Somewhat Important

Not Very Important

Not Important at All Don't Know

1. Being within an easy walk of other places and things in a community, such as shops and parks 4 3 2 1 9

2. Sidewalks and places to take walks 4 3 2 1 9 3. Being within a short commute to work 4 3 2 1 9 4. Easy access to highways 4 3 2 1 9 5. Having public transit nearby 4 3 2 1 9 6. Bike lanes and paths nearby 4 3 2 1 9

DEMOGRAPHICS

19. Counting yourself, how many people regularly live in your household? ______ people

20. Including yourself, how many people in your household are... Under age 5: ____ Ages 5-9: ____ Ages 10-14: ____

Ages 15-19: ____ Ages 20-24: ____ Ages 25-34: ____

Ages 35-44: ____ Ages 45-54: ____ Ages 55-64: ____

Ages 65-74: ____ Ages 75+: ____

21. Approximately how many years have you lived in the City of Rolla? ______ years


22. Have you or other adult members of your household used the Internet from your home during the past week? ____(1) Yes ____(2) No

23. Do you own or rent your current residence? ____(1) Own ____(2) Rent

24. What is your age? ______ years

25. Would you say your total household income is: ____(1) Under $30,000 ____(2) $30,000-$59,999 ____(3) $60,000-$99,999 ____(4) More than $100,000

26. Your gender: ____(1) Male ____(2) Female

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.

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