City of Kennesaw 2016 Community Survey
Executive Summary Report
Overview and Methodology
ETC Institute administered a community survey for the City of Kennesaw during the spring of
2016. The survey was designed to gather resident input and produce feedback on City programs
and services. The information collected will be used to improve existing programs and services
and give the City a better foundation for long-range planning and investment decisions.
Methodology. A six-page survey was mailed to a random sample of households throughout the
City of Kennesaw. The mailed survey included a postage paid return envelope and a cover
letter. The cover letter explained the purpose of the survey, encouraged residents to return
their surveys in the mail, and provided a link to an online survey for those preferred to fill
out the survey online. Approximately 10 days after the surveys were mailed, residents who
received the survey were contacted by e-mail or phone. Those who indicated that they had not
returned the survey by mail were given the option of completing it online or by phone.
The goal was to receive at least 400 completed
surveys. This goal was accomplished, with a total of
402 households completing a survey. The results for
the random sample of 402 households have a 95%
level of confidence with a precision of at least +/-
4.9%.
In order to understand how well services are being
delivered in different areas of the City, ETC Institute
geocoded the home address of respondents to the
survey. The map to the right shows the physical
distribution of respondents to the resident survey
based on the location of their home.
Interpretation of “Don’t Know” Responses. The
percentage of “don’t know” responses has been
excluded from many of the graphs in this report to
assess satisfaction with residents who had used City
services and to facilitate valid comparisons with
other communities in the benchmarking analysis. Since the number of “don’t know” responses
often reflects the utilization and awareness of City services, the percentage of “don’t know”
responses has been included in the tabular data in Section 4 of this report. When the “don’t
know” responses have been excluded, the text of this report will indicate that the responses
have been excluded with the phrase “who had an opinion.”
Page ii
This report contains the following:
a summary of the methodology for administering the survey and major findings
charts showing the overall results of the survey (Section 1)
benchmarking data that shows how the results for The City of Kennesaw compare to
residents in other communities (Section 2)
importance-satisfaction analysis that identifies priorities for investment (Section 3)
tabular data showing the overall results for all questions on the survey (Section 4)
a copy of the cover letter and survey instrument (Section 5)
a separate appendix was created with GIS Maps showing how different areas of the community responded to particular questions
Overall Perceptions of the City
Most (88%) of the residents surveyed who had an opinion indicated their feeling of safety in
the City of Kennesaw is “excellent” or “good”, which is significantly higher than the national
average of 74%. Eighty-six percent (86%) of those surveyed who had an opinion indicated the
overall quality of life in the City of Kennesaw as “excellent” or “good”, which is also
significantly higher than the national average of 80%.
Overall Satisfaction with City Services
The major categories of City services that had the highest levels of satisfaction, based upon the
combined percentage of “very satisfied” and “satisfied” responses among residents who had an
opinion, were: the overall quality of parks and recreation facilities and programs (90%), overall
quality of police services (83%), maintenance of City buildings and facilities (82%), and overall
quality of customer service you receive from City employees (80%). For 10 of the 11 major
categories of City services that were rated, 60% or more of residents who had an opinion were
“very satisfied” or “satisfied”.
Overall Feelings of Safety
Most residents (97%) who had an opinion felt either “very safe” or “somewhat safe” when rating
their overall feeling of safety within the City of Kennesaw. Ninety-six percent (96%) of residents
who had an opinion indicated they felt “very safe” or “somewhat safe” walking alone in their
neighborhood during the day. Ninety-six percent (96%) of residents who had an opinion
indicated they felt “very safe” or “somewhat safe” in commercial and retail areas. The other
situations where a majority of residents who had opinion indicated they felt either “very safe” or
“somewhat safe” were: in city parks, recreation areas, and trails (93%), walking alone in their
neighborhood after dark (82%), and traveling by bicycle in the City (69%).
Page iii
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 among residents
who had an opinion, were: how quickly police respond to emergencies (82%), the City’s
efforts to prevent crime (79%), ambulance and medical emergency response (77%),
overall professionalism of the Police Department (76%), and 9-1-1 service provided by
operators (76%).
City Maintenance and Public Works Services. The highest levels of satisfaction with
public works services, based upon the combined percentage of “very satisfied” and
“satisfied” responses among residents who had an opinion, were: mowing and trimming
of City Parks (86%), maintenance of street signs and traffic signals (82%), and
maintenance of City-owned buildings (70%).
Trash Services. The highest levels of satisfaction with trash services, based upon the
combined percentage of “very satisfied” and “satisfied” responses among residents who
had an opinion, were: residential trash collection services (74%) and curbside recycling services (71%).
City Communication. The highest levels of satisfaction with City communication
services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the content of the City’s newsletters (72%), and the availability of information about City programs and services (67%).
City Property Maintenance Codes. The highest levels of satisfaction with City property
maintenance codes, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: enforcing codes which protect public safety (61%), and enforcing the cleanup of litter and debris on private property (54%).
Parks and Recreation. The highest levels of satisfaction with parks and recreation
services, based upon the combined percentage of “very satisfied” and “satisfied”
responses among residents who had an opinion, were: Swift-Cantrell Park (91%), the
maintenance of City parks (91%), safety at the City’s Parks and Recreation facilities
(80%), outdoor recreation facilities (77%), and the quality of picnic and pavilion areas
and playgrounds (76%).
Page iv
Other Findings
Seventy-nine percent (79%) of residents who had an opinion feel “very satisfied” or “satisfied” with the drainage of rain water off City streets; 63% of residents who had an opinion are either “very satisfied” or “satisfied” with how easy their stormwater bill is to understand, 63% of residents who had an opinion are either “very satisfied” or “satisfied” with drainage of rain water off properties next to their residence, and 56% feel “very satisfied” or “satisfied” with the amount harged for stormwater management.
Seventy-one percent (71%) of residents who had an opinion believe the City’s current pace of industrial development is “just right”. Sixty-one percent (61%) of residents who had an opinion believe the City’s current pace of commercial development is "justright”, and 59% of residents who had an opinion believe the City’s current pace ofmulti-family
residential development is “just right”.
The most frequently mentioned sources of information residents use to getinformation
about community activities and services are: the quarterly newsletter (Inside Kennesaw)
(65%),
City website (www.kennesaw-ga.gov) (45%), word of mouth(36%), electronic sign boards (36%), and signage or printed material from the City (35%).
Only 39% of residents have called City with a question, problem or complaint during
the past year. Of those who have called the City and who had an opinion, 81% were either “very satisfied” or “satisfied” with the courteousness of staff, 77% were either “verysatisfied” or “satisfied” with how easy the department was to contact, 77% were
either“very satisfied” or “satisfied” with the professionalism and knowledge of the City
employees who assisted them, and 71% were either “very satisfied” or “satisfied” with the overall responsiveness of City employees to their request or concern.
Residents were asked to indicate which special events they have attended in the past five years, the Big Shanty Festival was the most attended with 70% of respondents indicating they had attended the event within the past five years. Taste of Kennesaw
was attended by 56% of respondents within the past five years, 51% attended Pigs and Peaches BBQ Festival, and 43% attended the July 3 Salute to America within the past five years.
Ninety percent (90%) of residents indicated it is “very important” (66%) or “somewhat important” (24%) for the City to offer a wide range of sponsored events.
Only 3% indicated it was “not important”, 1% did not provide a response, and 6% percent
indicated they were “not sure”
Executive Summary Report
Overview and Methodology
ETC Institute administered a community survey for the City of Kennesaw during the spring of
2016. The survey was designed to gather resident input and produce feedback on City programs
and services. The information collected will be used to improve existing programs and services
and give the City a better foundation for long-range planning and investment decisions.
Methodology. A six-page survey was mailed to a random sample of households throughout the
City of Kennesaw. The mailed survey included a postage paid return envelope and a cover
letter. The cover letter explained the purpose of the survey, encouraged residents to return
their surveys in the mail, and provided a link to an online survey for those preferred to fill
out the survey online. Approximately 10 days after the surveys were mailed, residents who
received the survey were contacted by e-mail or phone. Those who indicated that they had not
returned the survey by mail were given the option of completing it online or by phone.
The goal was to receive at least 400 completed
surveys. This goal was accomplished, with a total of
402 households completing a survey. The results for
the random sample of 402 households have a 95%
level of confidence with a precision of at least +/-
4.9%.
In order to understand how well services are being
delivered in different areas of the City, ETC Institute
geocoded the home address of respondents to the
survey. The map to the right shows the physical
distribution of respondents to the resident survey
based on the location of their home.
Interpretation of “Don’t Know” Responses. The
percentage of “don’t know” responses has been
excluded from many of the graphs in this report to
assess satisfaction with residents who had used City
services and to facilitate valid comparisons with
other communities in the benchmarking analysis. Since the number of “don’t know” responses
often reflects the utilization and awareness of City services, the percentage of “don’t know”
responses has been included in the tabular data in Section 4 of this report. When the “don’t
know” responses have been excluded, the text of this report will indicate that the responses
have been excluded with the phrase “who had an opinion.”
Page ii
This report contains the following:
a summary of the methodology for administering the survey and major findings
charts showing the overall results of the survey (Section 1)
benchmarking data that shows how the results for The City of Kennesaw compare to
residents in other communities (Section 2)
importance-satisfaction analysis that identifies priorities for investment (Section 3)
tabular data showing the overall results for all questions on the survey (Section 4)
a copy of the cover letter and survey instrument (Section 5)
a separate appendix was created with GIS Maps showing how different areas of the community responded to particular questions
Overall Perceptions of the City
Most (88%) of the residents surveyed who had an opinion indicated their feeling of safety in
the City of Kennesaw is “excellent” or “good”, which is significantly higher than the national
average of 74%. Eighty-six percent (86%) of those surveyed who had an opinion indicated the
overall quality of life in the City of Kennesaw as “excellent” or “good”, which is also
significantly higher than the national average of 80%.
Overall Satisfaction with City Services
The major categories of City services that had the highest levels of satisfaction, based upon the
combined percentage of “very satisfied” and “satisfied” responses among residents who had an
opinion, were: the overall quality of parks and recreation facilities and programs (90%), overall
quality of police services (83%), maintenance of City buildings and facilities (82%), and overall
quality of customer service you receive from City employees (80%). For 10 of the 11 major
categories of City services that were rated, 60% or more of residents who had an opinion were
“very satisfied” or “satisfied”.
Overall Feelings of Safety
Most residents (97%) who had an opinion felt either “very safe” or “somewhat safe” when rating
their overall feeling of safety within the City of Kennesaw. Ninety-six percent (96%) of residents
who had an opinion indicated they felt “very safe” or “somewhat safe” walking alone in their
neighborhood during the day. Ninety-six percent (96%) of residents who had an opinion
indicated they felt “very safe” or “somewhat safe” in commercial and retail areas. The other
situations where a majority of residents who had opinion indicated they felt either “very safe” or
“somewhat safe” were: in city parks, recreation areas, and trails (93%), walking alone in their
neighborhood after dark (82%), and traveling by bicycle in the City (69%).
Page iii
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 among residents
who had an opinion, were: how quickly police respond to emergencies (82%), the City’s
efforts to prevent crime (79%), ambulance and medical emergency response (77%),
overall professionalism of the Police Department (76%), and 9-1-1 service provided by
operators (76%).
City Maintenance and Public Works Services. The highest levels of satisfaction with
public works services, based upon the combined percentage of “very satisfied” and
“satisfied” responses among residents who had an opinion, were: mowing and trimming
of City Parks (86%), maintenance of street signs and traffic signals (82%), and
maintenance of City-owned buildings (70%).
Trash Services. The highest levels of satisfaction with trash services, based upon the
combined percentage of “very satisfied” and “satisfied” responses among residents who
had an opinion, were: residential trash collection services (74%) and curbside recycling services (71%).
City Communication. The highest levels of satisfaction with City communication
services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the content of the City’s newsletters (72%), and the availability of information about City programs and services (67%).
City Property Maintenance Codes. The highest levels of satisfaction with City property
maintenance codes, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: enforcing codes which protect public safety (61%), and enforcing the cleanup of litter and debris on private property (54%).
Parks and Recreation. The highest levels of satisfaction with parks and recreation
services, based upon the combined percentage of “very satisfied” and “satisfied”
responses among residents who had an opinion, were: Swift-Cantrell Park (91%), the
maintenance of City parks (91%), safety at the City’s Parks and Recreation facilities
(80%), outdoor recreation facilities (77%), and the quality of picnic and pavilion areas
and playgrounds (76%).
Page iv
Other Findings
Seventy-nine percent (79%) of residents who had an opinion feel “very satisfied” or “satisfied” with the drainage of rain water off City streets; 63% of residents who had an opinion are either “very satisfied” or “satisfied” with how easy their stormwater bill is to understand, 63% of residents who had an opinion are either “very satisfied” or “satisfied” with drainage of rain water off properties next to their residence, and 56% feel “very satisfied” or “satisfied” with the amount harged for stormwater management.
Seventy-one percent (71%) of residents who had an opinion believe the City’s current pace of industrial development is “just right”. Sixty-one percent (61%) of residents who had an opinion believe the City’s current pace of commercial development is "justright”, and 59% of residents who had an opinion believe the City’s current pace ofmulti-family
residential development is “just right”.
The most frequently mentioned sources of information residents use to getinformation
about community activities and services are: the quarterly newsletter (Inside Kennesaw)
(65%),
City website (www.kennesaw-ga.gov) (45%), word of mouth(36%), electronic sign boards (36%), and signage or printed material from the City (35%).
Only 39% of residents have called City with a question, problem or complaint during
the past year. Of those who have called the City and who had an opinion, 81% were either “very satisfied” or “satisfied” with the courteousness of staff, 77% were either “verysatisfied” or “satisfied” with how easy the department was to contact, 77% were
either“very satisfied” or “satisfied” with the professionalism and knowledge of the City
employees who assisted them, and 71% were either “very satisfied” or “satisfied” with the overall responsiveness of City employees to their request or concern.
Residents were asked to indicate which special events they have attended in the past five years, the Big Shanty Festival was the most attended with 70% of respondents indicating they had attended the event within the past five years. Taste of Kennesaw
was attended by 56% of respondents within the past five years, 51% attended Pigs and Peaches BBQ Festival, and 43% attended the July 3 Salute to America within the past five years.
Ninety percent (90%) of residents indicated it is “very important” (66%) or “somewhat important” (24%) for the City to offer a wide range of sponsored events.
Only 3% indicated it was “not important”, 1% did not provide a response, and 6% percent
indicated they were “not sure”
