Continental Research
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4500 Colley Avenue
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Norfolk, VA 23508
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Executive Summary
(cont’d)
~ ~ The City’s Greatest Challenge ~ ~
(cont’d)
While each suggestion is unique, many are a reflection of a growing community, with property
taxes and drainage being the exception. As an aside, although residential property assessments
have increased slightly, the tax rate has not changed since 2009 (and that was a decrease).
~ ~ Rating 24 City Services and Characteristics ~ ~
Chesapeake residents were asked to rate their satisfaction with 24 City services and
characteristics (on a Very Satisfied, Satisfied, Dissatisfied, and Very Dissatisfied scale). Overall
satisfaction with City services was also measured. The results were quite favorable.
As would be expected, certain City services do rate more highly than others simply due to the
nature of their work. In most communities, for example, fire and rescue services are held in high
esteem. In nearly all urban areas, we find that roads and traffic tend to rate lower.
To summarize the results, the “Very Satisfied” and “Satisfied” categories were combined into a
single “Satisfied” category (see bar chart on the next page). When examining satisfaction
ratings, some localities target a combined satisfaction score (i.e., “Very Satisfied” + “Satisfied”)
of 80% or higher. This 80% target helps City leaders identify any specific services that could
benefit from additional emphasis or resources (i.e., ratings below 80% in satisfaction).
Reviewing the bar chart, it becomes clear
that Chesapeake residents are generally
satisfied with the services the City
provides. In fact, 18 of the 24 services
were above the target threshold of 80%
satisfaction (13 of them even exceeded
90%). Although the ratings were generally
favorable, the six items that fell below the
80% target may benefit from additional
focus.
The items whose satisfaction scores fell below 80% were: the opportunity citizens have to share
their ideas or opinions before the City makes important decisions (78.9% satisfied), the quality
of the drinking water (75.9%), the condition of roads in your neighborhood area (69.3%), the rain
water drainage in your neighborhood area (65.9%), the maintenance of City roads and bridges
(52.9%), and the traffic flow on City roadways (49.5%).
Perhaps themost important percentage, however, relates to the public’s “overall satisfaction with
the services provided by the City.” Here, we find 94.7% expressing satisfaction. Another
important global measure reflects the City’s Mission Statement,
“The employees of the City of
Chesapeake are committed to providing quality service to all Citizens equitably, in a responsive
and caring manner.”
In considering this goal, we find that 93.8% of those surveyed were
satisfied with the courtesy of City employees.
Of the 24 services:
4 items rated above 95% in satisfaction
9 items rated above 90%, but below 95%
5 items were above the 80% target, but below 90%
6 items rated below the 80% threshold
