HomeMy WebLinkAboutCitizen Satisfaction Survey 2012Page 1
District of Maple RidgeDistrict of Maple RidgeDistrict of Maple RidgeDistrict of Maple Ridge
TO:TO:TO:TO: His Worship Mayor Ernie Daykin MEETING MEETING MEETING MEETING DATE:DATE:DATE:DATE: April 16, 2012
and Members of Council
FROM:FROM:FROM:FROM: Chief Administrative Officer MEETINGMEETINGMEETINGMEETING: : : : Committee of the Whole
SUBJECTSUBJECTSUBJECTSUBJECT: 2012 Citizen Surveys
EXECUTIVE SUMMARY:EXECUTIVE SUMMARY:EXECUTIVE SUMMARY:EXECUTIVE SUMMARY:
The District surveys citizens every three years to obtain their views on strategic direction, and on
their satisfaction with municipal services. The surveys provide valuable citizen input in a random-
sample, statistically valid form, enhancing the many other forms of input and information Council
receives. The results allow the District to assess service delivery, and may assist in establishing
strategic priorities. The results offer no surprises and the District is performing well, and at the same
time we are always looking for areas for further improvement.
At a high level, the majority of citizens (80%) are satisfied with the quality of life in Maple Ridge,
citing parks, access to the outdoors, small community feel, people, scenery and access to recreation
activities and facilities.
A strong citizen emphasis for the future is placed on economic issues such as attracting commercial
development and local jobs and expanding shopping opportunities. Secondary emphasis was placed
on transit to other communities, and crime/affordable housing/homelessness.
Quoting from the survey report (attached) by Ipsos Reid:
“When planning for the future, the issues that are accorded the highest priority by residents, are:
• Attracting high value jobs (74% give this a high priority)
• Pursuing public transit improvements between Maple Ridge and other areas (67%)
• Promoting the development of the downtown core into a vibrant social, recreational
and commercial area (66%)
• Encouraging commercial development (65%)
• Identifying and protecting environmental features and areas that require special
recognition and management (61%)”
Council’s Corporate Strategic Plan has nine focus areas, and while emphasis may shift from time to
time to specific areas, we must ensure we don’t lose ground in the others. The survey results
suggest to staff that specific attention is required within the Economic Development, Transportation,
and Safe and Livable Community strategic focus areas.
The attached report from Ipsos Reid provides detailed findings. A summary slide presentation will be
delivered at the Committee of the Whole meeting on Monday, April 16, 2012, and will frame the
results within the context of the District’s business planning process.
RECOMMENDATION(S):RECOMMENDATION(S):RECOMMENDATION(S):RECOMMENDATION(S):
Receive for information.
Page 2
DISCUSSDISCUSSDISCUSSDISCUSSION: ION: ION: ION:
a)a)a)a) Background Context:Background Context:Background Context:Background Context:
The District has a rigorous business planning process that guides the delivery of public
services through a framework that ensures alignment with the strategic direction of Council.
The foundation of this framework (see Attachment A) is performance measurement in the
form of citizen surveys, which are undertaken every three years, and provide Council with a
gauge of public opinion. The surveys provide valuable citizen input in a random-sample,
statistically valid form, enhancing the many other forms of input and information Council
receives. The results allow the District to assess service delivery, and may assist in
establishing strategic priorities.
In November 2011, Synovate Ltd., a full service research agency, was engaged to complete
two statistically valid random-sample surveys and report on their findings. Ipsos Reid
subsequently acquired Synovate and completed the project. Their report is attached.
This round of surveys is consistent with prior rounds, undertaken in 2008, 2006 and 2003,
where two separate surveys were performed on separate groups of citizens, obtaining their
views on: (1) strategic planning for the future of the community, and (2) satisfaction with
municipal services. Where this round departs from prior rounds is in the delivery method,
where a choice of mail-in and online survey responses were offered, rather than the former
land-line telephone surveys. The attached report speaks to the impact of this change. In
comparing 2012 with prior years, overall trends and relative positioning should be
considered, rather than direct percentage-point differences.
In interpreting results throughout the surveys, readers should ensure they take the time to
understand each question that was asked of citizens. For example, some questions allowed
for citizens to simply state their responses, sometimes referred to as “top-of-mind”
responses. For others, citizens were read a list of specific issues or services and asked to
provide comment. In 2008 several additional questions were added, to address emerging
issues not contemplated on prior surveys. These are considerations in reviewing the results.
Another matter to consider in interpreting the results is where there is a large percentage of
citizens who responded with “don’t know” or “unaware.” If a question asks for a Yes, No, or
Don’t Know, with 45% saying Yes, 25% saying No and 30% saying Don’t Know, the Yes
responses don’t look like a significant majority. But if you remove the responses without an
opinion, the Yes responses are double the No responses, equivalent to a 64% Yes result. In
some results, the Don’t Knows are significant.
As you read through the survey, resist the temptation to jump to hard conclusions from a
single question. Rather than drawing conclusions from specific questions, try to pull the
information up to a higher level and distill it into themes and trends. The purpose for this
information is to enhance Council’s breadth of public opinion in a statistically valid manner,
as a foundation for strategic planning.
b)b)b)b) Desired ODesired ODesired ODesired Outcome:utcome:utcome:utcome:
The survey results are intended to be used by Council for strategic planning purposes, and by
staff in making operating and service delivery decisions.
Page 3
c)c)c)c) StraStraStraStrategic Alignmenttegic Alignmenttegic Alignmenttegic Alignment::::
Obtaining citizens’ views on the community and their satisfaction with District services is a
key strategy under the Community Relations focus area within Council’s Corporate Strategic
Plan.
d)d)d)d) Citizen/Customer Implications:Citizen/Customer Implications:Citizen/Customer Implications:Citizen/Customer Implications:
The citizens are the District’s largest customer base, their property taxes form the District’s
largest single revenue stream, and their opinions play a significant role in District business.
Citizen input is received through a variety of means, such as direct contact with individual
Council members or in-person participation at Council meetings. It can be difficult to discern
minority interests from the broader public opinion. The surveys are a critical tool in the
overall business planning process, in that they provide valuable citizen input into both
strategic planning and service delivery in a manner that captures broad opinion with minimal
bias.
e)e)e)e) Business Plan/Financial Implications:Business Plan/Financial Implications:Business Plan/Financial Implications:Business Plan/Financial Implications:
The timing of the survey results are intentional. Council will be requested to endorse budget
guidelines in the near future for the 2013-2017 business and financial planning period
which will provide guidance to staff in the preparation of work plans and budgets. Council
direction is informed by input from a variety of sources; the survey results are meant to
further enhance Council’s toolkit of information in their development of this guidance to
staff.
CONCLUSIONS:CONCLUSIONS:CONCLUSIONS:CONCLUSIONS:
There were no surprises in the survey results and the District is performing well, and at the same
time we are always looking for areas for further improvement. The survey results suggest there are
themes and trends within the focus areas of Economic Development, Transportation, and Safe and
Livable Community where specific attention is required. Council’s current work plan addresses most
of these issues. We trust the information is useful to Council in upcoming strategic planning work,
and it fulfills a fundamental element of our business planning process.
Attachments:
Schedule A – Business Planning Framework
Schedule B – Report: District of Maple Ridge 2012 Citizen Surveys, Ipsos Reid
_______________________________________________
Prepared by: Laura Benson, CMA
Manager, Sustainability and Corporate Planning
_______________________________________________
Approved by: John Leeburn, BCOM, MBA
Executive Director to the CAO
_______________________________________________
Concurrence: J.L. (Jim) RuleJ.L. (Jim) RuleJ.L. (Jim) RuleJ.L. (Jim) Rule
Chief Administrative OfficerChief Administrative OfficerChief Administrative OfficerChief Administrative Officer
Attachment A
Page 4
Attachment B
Page 5
Report from Ipsos Reid entitled:
District of Maple Ridge 2012 Citizen SurveysDistrict of Maple Ridge 2012 Citizen SurveysDistrict of Maple Ridge 2012 Citizen SurveysDistrict of Maple Ridge 2012 Citizen Surveys
Nobody’s Unpredictable
District of Maple Ridge
2012 Citizen Surveys
Job #: 11-068026-01
Presented on: March 27, 2012
22012Citizen Surveys
Contents
Background, Objectives & Methodology
Executive Summary
Strategic Plan Survey Results
Citizen Satisfaction Survey Results
Appendix
Pre-notification letter
Strategic Plan Questionnaire
Citizen Satisfaction Questionnaire
Overall Perceptual Map Analysis
Contact: Mary Bacica, Ipsos Reid, mary.bacica@ipsos.com
Background,Objectives &Methodology
42012Citizen Surveys
Background & Objectives
To assist in its strategic planning, the District of Maple Ridge has been conducting citizen surveys since 2003. The breadth of
topics and information that is covered/collected in its research has traditionally required that the District administer two
concurrent surveys:
a Strategic Plan Survey that covers residents’ perceptions of their municipal government, priorities for future planning
and perceptions and feelings about living in Maple Ridge; and,
a Citizen Satisfaction Survey that covers the perceived importance and satisfaction residents have with municipal
services, as well as what other services residents would like the District to offer more/less of or start/stop offering.
Previous citizen surveys were conducted in 2003, 2006 and 2008. For the 2012 citizen surveys, the District of Maple Ridge
decided to pursue a new methodology and commissioned Synovate to design and conduct the research. (In late 2011,
Synovate was purchased by Ipsos and the two firms merged. Hence the firms now operate as one, under the name Ipsos
Reid).
Prior research was conducted via telephone, while the 2012 research consisted of mailing pre-notification letters to random
samples of Maple Ridge residents and inviting them to participate in an online survey (with provisions made for paper surveys
for those without internet access or preferring a hard copy).
The benefits of the new methodology are:
Residents without listed landlines can be included
The online (or paper format) is more suited for the length of the surveys (approximately 20 minutes each).
This report contains the detailed findings from both the Strategic Plan and Citizen Satisfaction Surveys.
52012Citizen Surveys
Methodology
Pre-notification letters were sent to a random sample of 6,199 Maple Ridge households, asking for their participation in one
of the online surveys. The sample of households included those with listed and unlisted landlines (including homes relying
solely on cell phones).
The letter included a brief description of the study, stressed the importance of their participation, provided a link to one of the
online surveys and a unique password and offered a $10 coffee card for those who participated. The letter also provided the
option for residents to call into Ipsos’ 1-800 line to request a paper version of the survey, if desired. (Residents requesting a
paper survey were also sent a postage-paid reply envelope.) Reminder calls, as necessary, were made to residents
encouraging participation.
A total of 1,435 surveys were received (resulting in a response rate of 23%), with more surveys being completed online
(1,270) than on paper (165), between January 16th and February 6th, 2012. The division of completed surveys between the
Strategic Plan and the Citizen Satisfaction surveys is as follows:
To be eligible for the surveys, residents had to be 18 years of age or older, reside within the boundaries of the municipality
and neither themselves or a household member could be an elected official of the District of Maple Ridge or be an employee
of the District.
Total
Strategic
Plan
Survey
Citizen
Satisfaction
Survey
Completed surveys 1,435 699 736
Response rate 23% 23% 24%
Online vs. paper 1,270/165 618/81 652/84
62012Citizen Surveys
Methodology (cont’d)
To ensure the final samples for both surveys were reflective of the District’s population, mathematical weighting was applied
based on 2011 population estimates for home ownership, age and gender.
The margins of error at the 95% level of confidence for the two survey samples of 699 and 736 are +/-3.7 and +/-3.6%,
respectively.
Note 1:Unless otherwise specified, results have been percentaged among those respondents giving a valid response to the
question (i.e. they did not leave the question unanswered).
Note 2:Where relevant, results from past District of Maple Ridge Community Surveys are shown for reference purposes. The
methodologies of these past studies differ from the current 2012 study. Hence, direct percentage-to-percentage comparisons
between 2012 results and earlier cannot be made.
Below is a map of the three FSAs in Maple Ridge
Executive Summary
82012Citizen Surveys
Executive Summary
Strategic Plan Survey
Satisfaction with the quality of life in Maple Ridge continues to be high – 80% of residents are satisfied, primarily
attributing their satisfaction to the parks, access to the outdoors, small community feel, people, scenery and access to
recreation activities/facilities. The main issue that residents raised about the community is the lack of shopping opportunities
– 51% of residents mention this on an unaided basis. Secondary concerns, mentioned by 13% to 18% of residents, include
traffic congestion, growing crime, lack of public transport, homelessness, high taxes and the state of the downtown core.
The positive aspects of living in Maple Ridge mirror the vision that residents have for an ideal community.They envision a
self-sufficient community that can support the local population with jobs and shopping. For the future, residents
prioritize shopping, upgrading the downtown core and increased employment, while maintaining a community with a small
town feeling (which includes less crime).
Given the priority residents place on the themes of economic development, having a safe and livable community and smart
managed growth, it follows that these same themes continue to emerge as the most pressing issues facing the community.
As a singular pressing concern, lack of shopping/business development is the top most pressing issue, mentioned
by 36%.
Currently, residents are just as likely to be satisfied as they are dissatisfied with the way it is addressing issues in
Maple Ridge (35% satisfied versus 34% dissatisfied).The remaining 30% are mainly neutral – being neither satisfied nor
dissatisfied.
When planning for the future, the issues that are accorded the highest priority by residents, are:
Attracting high value jobs (74% give this a high priority)
Pursuing public transit improvements between Maple Ridge and other areas (67%)
Promoting the development of the downtown core into a vibrant social, recreational and commercial area (66%)
Encouraging commercial development (65%)
Identifying and protecting environmental features and areas that require special recognition and management (61%)
92012Citizen Surveys
Executive Summary
Strategic Plan Survey (continued)
The current direction the District is taking on the previous five actions plus 12 other areas is generally considered
to be the correct one or, in many instances, simply unknown by residents.One-half of all residents think the District is
moving in the right direction when it comes to promoting the development of the downtown core (one of the top priority
issues). For the remaining three high priority areas, anywhere from 44% to 59% simply are unaware of the direction the
District is taking.
When it comes to running an open government and providing opportunities for residents to be heard and involved,
Maple Ridge residents tend to either express positive perceptions or uncertainty.This conclusion is born out of the
following findings:
49% agree that the District runs an open government while 33% neither agree nor disagree
40% feel they have sufficient opportunity to voice opinions on local/municipal issues while 33% are not sure
24% feel they have sufficient opportunity to be involved in the business of local government while 46% are unsure
While residents report that they are interested in local government (44% want the opportunity to be heard and provided with
information, 30% just want information and 15% want to be involved in actually making recommendations) and 60% report
voting in the last municipal election, the reality is only 25% actually voted.
Unchanged from four years ago, what residents want most in terms of regular information from the District is to
have a review of what the District said it was going to do and what it has actually done. Residents also want
information about changes to municipal taxes and vision and strategic plans. In terms of the best channels to deliver this
information, newsletters sent by email or mailed to their home or newspaper announcements are most preferred.
Web-based alternatives tend to be the means by which residents want to participate in the District’s future – web-based/mail-
in surveys, offering comments on a website and emailing the District directly are the top preferences.
102012Citizen Surveys
Executive Summary
Citizen Satisfaction Survey
Maple Ridge residents are generally satisfied with the District’s performance in terms of providing the various
services to the community.Residents accord a high level of importance to most services and put particular emphasis on
services that fall into: Streets and Utilities (safe drinking water, smooth traffic flow, effective snow and ice removal, reliable
drainage and safe and reliable sewage collection), Protective Services (guaranteed level of fire response, targeting property
crime offences and zero tolerance to impaired driving) and Environmental Services (protecting streams, rivers, other
environmentally sensitive areas, having a recycling depot and having curb-side recycling).
The good news for Maple Ridge is that it tends to be performing moderately well or even above-average on many of
the top service priorities.However, two of the most important service areas, having smooth traffic flow so that it is easy to
get around Maple Ridge and targeting property crime offences, earn some of the lowest satisfaction scores.
In the categories of Protective Services, Economic Development, Services to Neighbours and Neighbourhoods and Budget
and Taxes, a considerable number of residents (in some cases more than half) could not offer an opinion on the District’s
current level of service.So, in other words, while those who can or choose to offer an opinion on District
performance tend to have moderately positive perceptions, there is an opportunity to further increase satisfaction
levels by simply letting residents know what the District is doing on particular fronts.
Few residents offer suggestions for services that the District should offer more of, less of or should stop altogether.
However, when it comes to adding services that are currently not provided, garbage collection is clearly a priority.
On an unprompted basis, 41% of residents say they would like the District to offer garbage collection.The challenge facing
the District is how to fund this additional service should it decide to offer it.Residents are equally likely to suggest
increased taxes or users fees, with fewer who mention reducing other services, but there is no clear consensus.
When it comes to offering District services after hours, the current need is in the minority. Only 9% of residents have ever
encountered a situation where they needed to access services outside of regular business hours. If the District is to pursue
offering services outside regular hours, the internet or telephone are the most preferred channels.
Nobody’s Unpredictable
Strategic Plan Survey
Detailed Findings
122012Citizen Surveys
Level Of Interest In Local Governance
Generally consistent with past research, Maple Ridge
residents tend to want information and an opportunity
to be heard (44%), rather than just getting
information (30%) from their local government.
Being involved in making recommendations (15%)
and especially preferring to be left alone (4%) are
less common preferences among residents when it
comes to their interest in local government.
Q1. Which of the following statements best describes your level of interest in how Maple Ridge is governed at the local level?
6%
4%
15%
30%
44%
1%
13%
14%
33%
41%
1%
6%
17%
32%
45%
1%
7%
13%
28%
51%
Don't Know
I prefer to be left alone
I want to be involved in
making recommendations
I only want information
I want information and an
opportunity to be heard
2003 2006 2008 2012
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=698)
132012Citizen Surveys
District Performance: Listening To Residents
Again, broadly similar with past trends, more
residents think Maple Ridge Council is doing
a good job rather than a poor job at listening
to residents when making decisions. The
current good to poor ratio is 43% versus 27%.
There continues to be a sizeable group of
residents (31%) who cannot offer an opinion
on how Council is performing. Younger
residents are the most apt to not offer an
opinion on Council performance.
Q2. In your opinion, does Maple Ridge Council do a very good, good, poor or very poor job at listening to residents when making decisions?
*Prior to 2012, scale was good or poor only
28%31%27%31%
7%
27%28%29%20%
45%40%43%42%
2003* 2006* 2008* 2012
Very Good Job
Good
Poor
Very poor job
Don't Know
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=697)
2003* 2006* 2008*
142012Citizen Surveys
Reasons For Thinking The District Is Doing A
Poor Job
Q3. Why do you say that the District Council is doing a poor or very poor job?
Total
2008
Total
2012
Base:Those giving a very poor or poor rating
Major Mentions Only
131%199%
Ignore public/don’t care 45 43
Public concerns about shopping malls not addressed 18 24
Taxation and spending 6 19
Not getting things done/progressing too slowly/not keeping up with change -16
Not enough business development 10 14
Infrastructure issues (excluding transportations)10 11
Public concerns about land developments not addressed 12 8
Lack of local jobs/missed opportunities to create jobs -8
Poor communication with public/lack of transparency/no chance for public input -6
Influenced by developers -6
Downtown core mishandled 5 4
Residents who are not happy with the Council’s performance on listening to residents most often explain that they think the public is
ignored and that Council does not care (mentioned by 43%). Other reasons for poor ratings include that there are public concerns
about shopping malls which are not being addressed, and that there is not enough business development. Things not getting done
and taxation and spending worries also top the list of criticisms.
152012Citizen Surveys
Agree/Disagree The District Is An Open
Government
Maple Ridge residents have somewhat mixed
opinions on whether or not the District of Maple
Ridge is an open government.
One-half of residents agree that Maple Ridge is an
open government while 19% disagree and 33%
neither agree nor disagree.
Residents 45 years of age and younger are the most
likely to be undecided, neither agreeing nor
disagreeing.
Q4. An open municipal government can be described as one in which residents are given ample opportunity to voice their opinions on a wide range of municipal issues and in
which substantial effort is made to communicate with residents about the business of government. Given this definition, would you agree or disagree that the District of Maple
Ridge is an open government?
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=697)
7%8%6%
7%6%7%
4%
17% 17%13%
15%
3%5%9%
33%
56%50%53%
43%
10%14%13%6%
2003 2006 2008 2012
Agree Strongly
Agree Somewhat
Neither Agree
Nor Disagree
Disagree
Somewhat
Disagree
Strongly
Don’t Know
2003 2006 2008
162012Citizen Surveys
Opportunity To Voice Opinions And Be Involved In
Local Government
Q5. In your opinion, does the District of Maple Ridge offer residents sufficient opportunity to voice their opinions on local, municipal issues?
Q6. In your opinion, does the District of Maple Ridge offer residents sufficient opportunity to be involved in the business of local government?
11%14%11%
33%19%23%18%
27%
71%63%71%
40%
2003 2006 2008 2012
Yes
No
Don't Know 21%25%15%
46%
31%30%
29%
30%
49%45%57%
24%
2003 2006 2008 2012
Sufficient opportunity to voice opinions
on local and municipal issues
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=696-699)
Sufficient opportunity to be involved
in the business of local government
2003 2006 2008 2003 2006 2008
172012Citizen Surveys
Opportunity To Voice Opinions And Be Involved In
Local Government
When it comes to the District of Maple Ridge offering residents sufficient opportunity to voice opinions and being involved in
local government, resident opinions are also mixed.
Currently, 40% of residents think they have sufficient opportunity to voice their opinions, 27% think they don’t and 33%
simply don’t know. Residents are even less sure they are given sufficient opportunity to be involved in the business of local
government, with 46% saying they don’t know and 30% saying they are not. Only 24% feel they are given such opportunity.
The change in methodology from 2008 and prior is likely contributing to the increase in “don’t know” responses and the
corresponding decrease in “Yes” responses in 2012. Telephone surveys do not give respondents the option of responding
“don’t know” unless the respondent offers its without prompting, while on a self administered surveys (online and paper, as
used in 2012) the “don’t know” response option is shown on screen/on paper. Hence, the number choosing the “don’t know”
response option is often higher.
182012Citizen Surveys
2011 Municipal Election Voting
Q7a. Did you vote in the 2011 municipal election held in November?
Q7b. Why didn’t you vote in the election?
13%
32%
26%
68%60%
2008 2012
Yes
No
Rather Not Say
Total
2008
Total
2012
Base:Those residents who did
not vote in the 2011 municipal
election
Major Mentions Only
111
%
145
%
Unfamiliar with candidates 9 28
Away from Maple Ridge -19
Not eligible to vote -11
Too busy 20 8
Don’t care -6
Unable to get to the votinglocation -5
Reasons for not voting
Base: Total residents responding 2008 (n=400), 2012 (n=699)
Voted in the 2008/2011 municipal election
Claimed voting behaviour in the Maple Ridge 2011 municipal election is 60%, which is well above the actual voter turnout of
25%. Those who are most apt to say they voted are: men, those living in the V2W FSA and seniors (55+).
Those who admitted to not voting most often say they were unfamiliar with the candidates or were simply away.
(Please see the methodology for a map of Maple Ridge showing the boundaries of the FSAs).
192012Citizen Surveys
Satisfaction With Quality Of Life In Maple Ridge
The large majority of Maple Ridge residents are at
least somewhat satisfied with the quality of life they
experience in the community.
Generally similar to past research, 80% say they are
satisfied with their quality of life, while 13% are
dissatisfied and 7% are undecided.
Residents who say they are “very satisfied” currently
stands at 22%.
Q8. Overall, how satisfied are you with the quality of life in Maple Ridge?
3%7%6%3%
6%
12%11%10%2%
2%5%7%
37%
38%
47%58%
52%
41%
31%22%
2003 2006 2008 2012
Very Satisfied
Somewhat
Satisfied
Neither Satisfied
Nor Dissatisfied
Somewhat
Dissatisfied
Very Dissatisfied
Don’t Know
2003 2006 2008
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=696)
202012Citizen Surveys
Most Like About Living In Maple Ridge
Q9. What do you like most about living in Maple Ridge?
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding
Major Mentions Only
911%400%400%677%
The parks 2 2 2 30
Access to outdoors 24 37 25 29
Smaller community 37 29 26 25
People 11 16 11 24
Scenery/ beautiful 2 - -19
Access to recreational activities, facilities 3 4 3 18
Lakes/ rivers - - 2 14
The amount of green-space/ surrounding environment 2 - 5 14
Housing/ affordable housing - - 3 13
Rural character 30 30 28 13
Quality shopping is nearby 3 2 2 13
Quiet community 7 3 5 11
Proximity to Vancouver and other major centres 4 2 3 11
Community spirit 17 11 18 10
Quality of services 2 1 1 10
212012Citizen Surveys
Most Like About Living In Maple Ridge
Maple Ridge residents enjoy their municipality because of its outdoorsy, small town feeling. Comments in this vein include:
parks, access to the outdoors, the small community feel, rural character, the scenery, the lakes/rivers and green-space.
Residents also enjoy their community for the people, access to recreational activities/facilities, access to shopping/services,
community spirit, affordable housing and proximity to Vancouver.
Younger residents are the most apt to mention the parks as what they most like about Maple Ridge, while the small
community feeling is especially appreciated by those falling into the 35 to 44 year old age bracket.
Regionally, those living in the V4R FSA are the most apt to mention the green-space, while those living in V2W are most
likely to mention affordable housing.
(Please see the methodology for a map of Maple Ridge showing the boundaries of the FSAs).
222012Citizen Surveys
Least Like About Living In Maple Ridge
Q10. What do you like least about living in Maple Ridge?
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding
Major Mentions Only
911
%
400%400%667%
Lack of shopping opportunities 11 22 29 51
Traffic congestion/ state of transportation 12 8 10 18
Growing crime/ policing not strict enough 12 10 11 17
Lack of public transport 6 6 9 17
Homelessness/ poverty 4 15 12 16
Taxes are too high/ housing prices are too high 2 2 5 15
Downtown core is rundown/ presence of Salvation Army Soup Kitchen 4 2 6 13
Increasing incidence of drugs/ grow-ops 3 8 6 11
Roads (esp. Lougheed Hwy) not maintained or big enough/ need more roads 4 3 5 10
No garbage pick up/ high cost at transfer station/ garbage being dumped - - -10
Poor urban planning/ poor long-term planning/ city government to blame 4 5 6 10
Lack of community services 1 1 6 10
Lack of jobs/ business 2 2 7 9
Having to commute 17 24 16 8
Overdevelopment of housing 6 4 1 6
Lack of social activities/ opportunities 3 3 4 5
232012Citizen Surveys
Least Like About Living In Maple Ridge
The main issues raised about living in Maple Ridge continue to centre around the lack of shopping opportunities (51%
mentioning), followed somewhat more distantly by traffic issues (18%), crime (17%), lack of public transport (17%),
homelessness (16%), high taxes (15%) and the state of the downtown core (13%).
Residents living in the FSAs of V2W and V4R are especially apt to mention the lack of shopping, however, it is by far the
most pressing concern for all residents.
Traffic issues, including traffic congestion, road concerns (not maintained, not big enough, etc.) spans across all regions of
the District, but those living in the V2X FSA are particularly likely to mention the traffic congestion, while those living in the
V4R FSA are the most apt to comment on the roads.
Growing crime and the increasing incidence of drugs and grow-ops is a secondary criticism, which is particularly concerning
to those 35 and younger.
(Please see the methodology for a map of Maple Ridge showing the boundaries of the FSAs).
242012Citizen Surveys
Most Pressing Issues Facing Maple Ridge
Q11. Overall, what do you think are the three most pressing issues facing the community of Maple Ridge today, beginning with the single most important issue?
Most Important Issues Top 3 Issues
Base:Total residents responding
Major Mentions Only
2003
911%
2006
400%
2008
400%
2012
691%
2003
911%
2006
400%
2008
400%
2012
691%
Economic Development (Subtotal)14 33 41 57
Lack of shopping/ business development - - 5 17 - - 23 36
Need more businesses/ not business friendly 2 8 -6 12 18 -12
Taxes 2 4 1 5 7 8 5 11
Lack of local employment opportunities 1 1 7 3 3 6 12 9
Increase commercial tax base - - -2 - - -6
Safe and livable Community (Subtotal)39 26 58 52
Homelessness/poverty 7 7 17 9 16 18 31 21
Education (general/ overcrowded/ funds)1 1 -6 7 3 3 13
Crime 10 18 20 4 24 35 31 12
Drug abuse - - 1 2 - - 6 10
Lack of police - - -1 - - 2 5
Garbage pick-up - - -1 - - -3
Healthcare 2 - --7 4 3 1
Lack of post-secondary opportunities - 1 1 -4 4 3 -
252012Citizen Surveys
Most Pressing Issues Facing Maple Ridge (cont’d)
Q11. Overall, what do you think are the three most pressing issues facing the community of Maple Ridge today, beginning with the single most important issue?
Most Important Issues Top 3 Issues
Base:Total residents responding
Major Mentions Only
2003
911%
2006
400%
2008
400%
2012
691%
2003
911%
2006
400%
2008
400%
2012
691%
Smart Managed Growth (Subtotal)16 24 30 45
Need better development/ control/ planning/communication 2 3 3 6 3 5 4 16
Need for downtown/ core redevelopment - - 2 3 - - 7 9
Loss of agricultural/ rural land to development*2 10 5 4 6 23 10 8
Housing development 2 2 1 3 7 5 3 6
Development/ expansion (general)1 1 1 3 3 1 3 4
Rapid population growth 7 10 4 1 11 16 7 1
Transportation (Subtotal)23 10 48 29
Roads/ traffic issues - - 4 5 - - 13 15
Public transit - - -3 - - -10
Transportation general 21 23 19 2 46 49 37 4
Need bridge 8 1 --14 1 --
*Agricultural land loss was moved from the Environment category to Smart Managed Growth in 2008
262012Citizen Surveys
Most Pressing Issues Facing Maple Ridge
In terms of the single most pressing issue facing Maple Ridge, the lack of shopping tops list with 36% residents mentioning
this on an unprompted basis. The next most pressing issues for residents are homelessness (mentioned by 20%), the need
for better development/control/planning (16%), and general transportation concerns (15%).
In terms of categories, resident comments most commonly fall into economic development (57%), safe and livable
community (52%), or smart managed growth (45%). Relatively fewer residents make comments that fall into the
transportation category (29%) and very few brought up an issue that falls in the category of environment (2%).
While residents 35 and older are the most likely to feel economic development issues are the most pressing, those 35 and
younger are most preoccupied with having a safe and livable community.
Smart managed growth is a concern that spans equally across residents of all ages, while transportation concerns tend to
increase with age.
272012Citizen Surveys
Satisfaction With Issues Management
Q12. Overall, would you say you are satisfied or dissatisfied with the way issues are being addressed in Maple Ridge?
9%8%3%4%
4%8%12%7%
18%12%21%27%
4%4%
9%
26%
55%52%48%
34%
10%7%8%
2003 2006 2008 2012
Very Satisfied
Somewhat
Satisfied
Neither Satisfied
Nor Dissatisfied
Somewhat
Dissatisfied
Very Dissatisfied
Don’t Know
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=696)
2003 2006 2008
•Maple Ridge residents are divided when it comes to
their satisfaction with the way issues are being
addressed in the community. Residents are equally
likely to be satisfied (35%) or dissatisfied (34%) with
how issues are being handled. The remaining 26%
admit to being “on the fence” being neither satisfied
nor dissatisfied.
•While seniors (55 and older) are the most apt to be
satisfied with the way the District is handling issues,
younger residents (under 35 years) are the most
likely to be undecided.
•Residents living in the V2W FSA express the
greatest dissatisfaction.
•(Please see the methodology for a map of Maple
Ridge showing the boundaries of the FSAs).
282012Citizen Surveys
Residents’ Vision Of An Ideal Maple Ridge
Q13. Please explain, in general terms, the type of community you would like to see Maple Ridge become in the future. Can you give a brief description of what your vision of an
ideal Maple Ridge looks like?
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding
Major Mentions Only
911
%
400%400%670%
Economic Development (Subtotal)41 56
Increased shopping availability 7 9 19 26
Increased employment within the city/ allow people to work close to where they live 6 4 8 14
Self sufficient city/ find a way to keep people in the city/ make it so they don’t haveto go to another city to shop, eat, etc./ keep money in Maple Ridge 7 14 5 12
Want more businesses/ industry to move to town 3 1 6 9
Affordable housing - - 1 6
Increased amount of entertainment and leisure facilities 7 5 6 5
Smart Managed Growth (Subtotal)36 53
Make downtown core more vibrant/ bring more businesses downtown/ create adenser downtown core with more apartments, high rises 5 5 7 12
Ensure community still has a rural, small town feel 14 8 6 12
Cleaning up downtown core/ upgrade the buildings to make them more attractive 6 2 10 10
Reduce amount of new houses/ increase space between homes/ don’t allow bigresidential areas like Coquitlam/ larger property lots/ less subdivisions/ reducedurban sprawl 6 6 7 7
292012Citizen Surveys
Residents’ Vision Of An Ideal Maple Ridge (cont’d)
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding
Major Mentions Only
911
%
400%400%670%
Increased development/ to resemble larger cities, but not at the expense of green-space 3 1 -5
Balance of country life and urban life/ small town look with big city feel/ less ruraldevelopment/ slow down growth/ want a town, not a city 9 14 7 5
More local parks, green-space/ increased green-space in downtown core/ make apark for people to sit, read etc.7 14 5 4
Safe and livable Community (Subtotal)43 42
Reduced crime/ increased safety of residents 17 18 19 13
Want a more family oriented city/ place to raise a family 5 6 7 10
Less homeless people/ help the needy 4 8 11 5
Outdoor recreation/ trails - - -5
Increased community spirit/ ability to know neighbours 9 10 11 4
Improved education/ better access to higher education 5 3 2 3
Transportation (Subtotal)23 12
Improved public transportation 5 10 6 6
Improvement of roadways to reduce congestion 6 - 3 3
Governance (Subtotal)- - -5
More responsible government/ more citizen input - - -5
Q13. Please explain, in general terms, the type of community you would like to see Maple Ridge become in the future. Can you give a brief description of what your vision of an
ideal Maple Ridge looks like?
302012Citizen Surveys
Residents’ Vision Of An Ideal Maple Ridge
Residents’ vision for a future Maple Ridge most often include descriptions that fall into one of three themes:
Economic development (56%)
Smart managed growth (53%)
Safe and livable community (42%)
While these would appear to be four distinct themes they all relate back to creating a Maple Ridge that is self-contained,
economically viable, a good place to live that attracts new businesses and residents, but which still manages to exude the
small town, rural feeling that residents currently value.
The specific descriptions related by residents in each of these themes are as follows:
In the area of economic development, residents want more shopping within Maple Ridge, increased employment
opportunities within the community and, in short, a self-sufficient community that keeps people local (jobs, shopping,
eating, etc.)
For residents, smart managed growth relates to making the downtown core more vibrant and attractive; upgrading it
with more businesses and multi-family dwellings. However, this type of upgrade has to be balanced with retaining
Maple Ridge’s rural, small town feel.
The main comments that make up a safe and livable community include having less crime/increased safety of
residents and having a family-oriented community.
Transportation comments are also made by 12% of residents, with the focus being mainly on road and traffic issues.
312012Citizen Surveys
Future Planning Issues: Priorities and Direction
Taken By The District
Attracting high value local jobs*
Pursuing public transit improvements
between Maple Ridge and other areas
Promoting development of the
downtown core into a vibrant social,
recreational and commercial area
Encouraging commercial development
within Maple Ridge
Identifying and protecting
environmental features and areas that
require special recognition and
management
Addressing issues of homelessness*
Ensuring affordable housing for all
citizens*
Improving pedestrian access with
walkways, sidewalks and paths
Pursuing public transit improvements
within Maple Ridge
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=688-696)
-61%
-55%
-38%
-26%
-26%
-38%
8%
-18%
-26%
-17%
-8%
-28%
-31%
-40%
-24%
-27%
-24%
-24%
-56%
-38%
-49%
-36%
-11%
-16%
-22%
-19%
-38%
-17%
-30%
-27%
*Question added in 2008
56%
76%
58%
62%
57%
58%
57%
58%
59%
64%
59%
75%
61%
70%
68%
76%
65%56%
54%45%
66%
66%64%
53%
67%
74%
72%
71%
74%
74%
32%
15%
33%
28%
32%
31%
35%
30%
30%
27%
27%
21%
29%
24%
25%
19%
27%29%
33%41%
25%
24%27%
33%
25%
19%
21%
20%
19%
20%
8%
8%
8%
10%
10%
11%
7%
12%
10%
9%
10%
5%
8%
5%
5%
5%
6%15%
12%14%
8%
10%9%
14%
4%
7%
6%
8%
5%
5%
High Priority Medium Priority
Low Priority Don't know
29%
46%
41%
24%
38%
36%
41%
47%
23%
15%
21%
19%
37%
46%
41%
52%
25%
25%
26%
37%
49%
40%
46%
61%
29%
48%
46%
33%
19%13%
14%
20%
18%
22%
14%
21%
19%
17%
16%
33%
24%
40%
12%
15%
21%
14%
30%
30%
34%
23%
16%
32%
25%
22%
18%
19%
22%
25%
22%33%
57%
34%
41%
55%
48%
44%
40%
36%
61%
52%
54%
40%
52%
39%
38%
34%
44%
45%
40%
40%
35%
28%
30%
17%
53%
33%
32%
43%
59%54%
Right Direction
Wrong Direction
Unaware/Don't Know
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2008
2012
2008
2012
2008
2012
Q14. Over the next 15 to 20 years, the population of Maple Ridge will substantially increase in size. Thinking about the interests and needs of your family and the sort of community that you would like to
see Maple Ridge develop into over that time, please indicate if the following possible actions are of low, medium or high priority to you.
Q15. Then, thinking of the same issues, please indicate if you think the District of Maple Ridge is taking the right direction, wrong direction or if you are unaware of their direction on that issue.
(Gap between
Right Direction -
High Priority)
322012Citizen Surveys
Future Planning Issues: Priorities and Direction
Taken By The District
Ensuring that Maple Ridge maintains
its rural character
Improving automobile transportation
networks between Maple Ridge and
other areas
Improving access to neighbourhood
level services*
Improving automobile transportation
networks within Maple Ridge
Encouraging industrial development
within Maple Ridge
Developing festival and special events
within the District
Improving opportunities for social
contact in neighbourhoods
Improving bicycle routes within Maple
Ridge
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=688-696)
26%
31%
33%
33%
21%
22%
25%29%
50%54%
65%
68%
15%
25%
21%
25%
33%
46%
35%
32%
30%
37%
40%
63%49%42%
28%
41%
37%41%
16%
21%
19%
15%
8%
12%
12%12%
5%9%
5%
6%
24%
27%
27%
19%
16%
20%
22%
24%
15%
14%
15%
13%21%26%
26%
27%
31%27%
58%
49%
48%
51%
71%
66%
63%59%
44%37%
31%
27%
60%
48%
52%
56%
52%
33%
43%
45%
55%
49%
45%
24%30%32%
46%
32%
32%32%
Right DirectionWrong Direction
Unaware/Don't Know
-35%
-28%
-23%
-27%
-33%
-22%
5%
-13%
-15%
-19%
-20%
-16%
-11%
-13%
-7%
-15%
-19%
-26%
25%
30%
17%
21%
-16%
-12%
-12%
-6%
-9%
-9%
-12%
4%22%
43%
42%
42%
27%
34%37%45%
29%
37%
35%
43%
41%
44%
36%
32%
46%
57%
51%
52%
49%52%
53%
58%
71%
75%
55%
64%
65%
76%
35%
32%
37%
38%
50%
47%44%40%
47%
47%
47%
42%
34%
33%
34%
36%
37%
25%
37%
34%
39%35%
33%
27%
22%
17%
27%
24%
25%
18%
40%
24%
19%
20%
19%
17%14%13%
22%
16%
18%
14%
19%
23%
23%
32%
13%
16%
10%
13%
7%12%
10%
14%
7%
8%
16%
11%
9%
6%
7%
High Priority Medium PriorityLow Priority Don't know
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2003
2006
2008
2012
2008
2012
Q14. Over the next 15 to 20 years, the population of Maple Ridge will substantially increase in size. Thinking about the interests and needs of your family and the sort of community that you would like to
see Maple Ridge develop into over that time, please indicate if the following possible actions are of low, medium or high priority to you.
Q15. Then, thinking of the same issues, please indicate if you think the District of Maple Ridge is taking the right direction, wrong direction or if you are unaware of their direction on that issue.
(Gap between
Right Direction -
High Priority)
332012Citizen Surveys
Future Planning Issues: Priorities and Direction
Taken By The District
Residents were presented with a list of 17 possible actions that the District can take in terms of future planning and asked to
prioritize them as high, medium or low. The four actions or areas that are accorded the highest priority reflect the type of
community Maple Ridge residents envision for the future.
Topping the list of priorities is:
attracting high value jobs (74% give this a high priority)
pursuing public transit improvements between Maple Ridge and other areas (67%)
promoting development of the downtown core into a vibrant social, recreational and commercial area (66%)
encouraging commercial development (65%)
identifying and protecting environmental features and areas that require special recognition and management (61%)
Priorities that are somewhat less important, but still are regarded as a high priority by broadly 60% of residents include:
ensuring affordable housing for all citizens (59%)
addressing issues of homelessness (59%)
Again, these top seven priorities mirror residents’ desire for a self-sustaining community that is economically strong and
visually attractive, but with a “small town” feel.
Three actions that are of the lowest priority to residents are:
developing festivals and special events within the District (29% give this a high priority); although it should be noted
that the District earns the highest score on this action in terms of moving in the right direction
improving opportunities for social contact in neighbourhoods (27%); although 71% of residents admit to being
unaware of the direction the District is taking on this action
improving bicycle routes within Maple Ridge (22%)
342012Citizen Surveys
Future Planning Issues: Priorities and Direction
Taken By The District
When it comes to the direction the District is taking on the same various actions, the general finding is that rather than having
a definitive position on the District’s direction, residents tend to be unaware of what direction the District is taking. Anywhere
from 35% to 71% of residents are unsure as to the District’s direction on the 17 various actions.
The top two actions or areas where residents feel the District is moving in the right direction are:
developing festivals and special events within the District (50% saying “right direction”)
promoting development of the downtown core into a vibrant social, recreational and commercial area (49%)
Moving in the right direction on the latter area is particularly important as it is one of highest priorities for residents.
Conversely, developing festivals and special events is one of the lowest priorities.
Broadly 40% of residents also think the District is moving in the right direction on:
improving automobile transportation networks between Maple Ridge and other areas (40%)
improving pedestrian access with walkways, sidewalks and paths (38%)
identifying and protecting environmental features and areas that require special recognition and management (37%)
However, it should be noted that for all of the three above areas more residents are unsure of the District’s direction, than
feel it is moving in the right direction.
The actions/areas with the highest proportion of residents thinking the District is taking the wrong direction include:
encouraging commercial development within Maple Ridge (30% saying wrong direction)
ensuring Maple Ridge maintains its rural character (26%)
addressing issues of homelessness (24%)
encouraging industrial development within Maple Ridge (24%)
Again, considerably more residents are unsure of the District’s direction in the aforementioned areas than feel it is going in
the wrong direction.
352012Citizen Surveys
Future Planning Issues: High Priorities and The
Right Direction Taken By The District
20
30
40
50
60
70
15 25 35 45%Residentsstating“HighPriority”% Residents stating “Right Direction”
Promoting
development of the
downtown core
Encouraging industrial
development within
Maple Ridge
Pursuing public transit
improvements between
Maple Ridge and other areas
Improving automobile
transportation networks
within Maple Ridge
Improving pedestrian access with
walkways, sidewalks and paths
Identifying and
protecting environmental
features and areas
Improving automobile
transportation networks
between Maple Ridge and
other areas
Developing festivals
and special events
within the District
Improving opportunities
for social contact in
neighbourhoods Improving bicycle
routes within
Maple Ridge
Improving access to
neighbourhood level
services
Encouraging commercial
development within
Maple Ridge
Addressing
issues of
homelessness
Attracting high
value local jobs
Ensuring that
Maple Ridge
maintains its
rural character
Ensuring
affordable
housing for
all citizens
Pursuing public transit
improvements within
Maple Ridge
Note: This map has been rescaled to reflect the average high priority and right direction scores.
362012Citizen Surveys
Future Planning Issues: Priorities and The
Direction Taken By The District
A comparison (in a perceptual map) of the priority placed on various actions versus the direction the District is taking on
these actions reveals that priority and direction, on higher priority areas, is aligning most closely on the following:
promoting the development of the downtown core
identifying and protecting environmental features and areas
improving pedestrian access with walkways, sidewalks and paths
Improving automobile transportation networks between Maple Ridge and other areas
The District will want to continue to focus on these areas and ensure it is communicating its efforts to residents.
Actions/areas that where priority is high, but the District’s direction is not quite in alignment (as mentioned earlier, in most
cases the District is not taking the wrong direction, residents are simply unaware about its direction) include:
attracting high value local jobs
pursuing public transit improvements between Maple Ridge and other areas
encouraging commercial development within Maple Ridge
addressing issues of homelessness
ensuring affordable housing for all citizens
ensuring that Maple Ridge maintains its rural character
pursuing public transit improvements within Maple Ridge
372012Citizen Surveys
2%3%1%
12%11%12%6%
31%37%
26%
23%
3%
2%
10%31%
44%39%44%
36%
8%7%7%4%
2003 2006 2008 2012
Very Satisfied
Somewhat
Satisfied
Neither Satisfied
Nor Dissatisfied
Somewhat
Dissatisfied
Very Dissatisfied
Don’t Know
Amount of information
2003 2006 2008
Satisfaction With Amount And Type Of Information
Received From The District
Q16. How satisfied are you with the amount of information you receive from the District of Maple Ridge?
Q17. How satisfied are you with the type of information you receive from the District of Maple Ridge?
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=695-698)
3%4%1%
12%14%11%5%
28%30%
27%
22%
3%2%11%37%
47%44%42%
33%
8%7%8%4%
2003 2006 2008 2012
Type of information
2003 2006 2008
382012Citizen Surveys
Satisfaction With Amount And Type Of Information
Received From The District
When it comes to the amount of information residents receive from the District, satisfaction levels are somewhat mixed.
Currently, 40% report being satisfied, 31% are neither satisfied nor dissatisfied while 28% are dissatisfied.
Similar mixed satisfaction levels are also apparent when it comes to the type of information residents receive from the
District. Specifically, 36% are satisfied, 37% are neither satisfied nor dissatisfied and 26% are dissatisfied.
392012Citizen Surveys
Types Of District Information Desired By
Residents On A Regular Basis
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 911
%
400%400%
682-696%
A review of what the District said it was going to do and what it has actually done*n/a n/a 91 91
Vision and strategic plans 89 87 83 84
Information about changes to municipal taxes 91 88 85 83
Calendar of municipal events and meetings 82 73 67 70
Information about bylaws, zoning regulations and so on 74 69 67 67
Information about capital expenditures 72 67 69 63
Budget and financial plans 72 65 66 55
Council minutes, agenda and information 55 50 50 37
Other (Unaided)9 12 16**4
Q18. Which of the following types of information would you like to receive from the District of Maple Ridge on a regular basis?
*Option added in 2008
**Other types of information mentioned on an unaided basis in 2008 included housing and building planning, transit system and transportation and information on local events
and festivals.
402012Citizen Surveys
Types Of District Information Desired By
Residents On A Regular Basis
From a list of eight types of information that the District could deliver on a regular basis, residents are particularly interested
in the following:
A review of what the District said it was going to do and what it has actually done (91%)
Vision and strategic plans (84%, but it reaches 93% among the group of residents living in the V2W FSA)
Information about changes to municipal taxes (83%)
Residents are the least interested in receiving Council minutes, agenda and information (37%) and budget and financial
plans (55%).
Other unprompted suggestions for information made by residents include crime and social statistics and government officials
information.
(Please see the methodology for a map of Maple Ridge showing the boundaries of the FSAs).
412012Citizen Surveys
Best Way To Communicate With Residents
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 911
%
400%400%698%
Newsletters emailed to you 1 1 19 31
Newspaper announcements 49 39 33 27
Newsletters mailed to your home 33 42 28 27
The District’s website 11 12 11 17
Social media (such as Facebook or Twitter)+n/a n/a n/a 7
Public information meetings 1 1 1 3
Notices or newsletters in civic buildings such as recreation centres, city hall,
libraries and so on 1 2 4 3
Town hall meetings 2 2 2 3
An RSS Feed you subscribe to on your computer*n/a n/a 2 3
Council meetings 1 1 1 2
Q20. Which of the following is the single best way for the District to communicate with you?
*Option added in 2008
+Option added in 2012
422012Citizen Surveys
Best Way To Communicate With Residents
Residents equally prefer that the District communicate with them via newsletters (either emailed or mailed to their homes)
and through newspaper announcements. Broadly three in ten residents choose each of these channels as the best way to
receive District communications.
Emailing newsletters is not as strongly supported by residents 55 and older as it is by those under 55, while the opposite is
true of newspaper announcements (i.e. those 55 and older particularly like communications via this channel).
Only 17% name the District website as the best channel for communications and this preference is consistent across the
various age groups. Social media, although only preferred by 7% overall, is more popular among residents under 35 years
of age (20% of under 35’s prefer this method of communication).
432012Citizen Surveys
Preferred Means Of Participating In The
District’s Future
Q21. And now, thinking about ways of participating in the planning of, or offering of opinions about the District’s future, do you imagine yourself doing any of the following
activities?
*Option added in 2012
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 911
%
400%400%
668-680%
Participating in mail-in or web-based surveys 69 59 64 73
Offering your comments on a website 53 53 66 54
Emailing the District*n/a n/a n/a 47
Attending a public meeting 55 52 48 32
Writing a letter 49 45 48 25
Social media (such as Facebook or Twitter)*n/a n/a n/a 25
Participating in neighbourhood planning groups 42 39 37 23
Phoning with your ideas 35 29 31 14
Other - - -1
442012Citizen Surveys
Preferred Means Of Participating In The
District’s Future
From a list of eight suggested ways of participating in the District’s future, residents continue to be most receptive to web-
based alternatives. Participating in web-based or mail-in survey (73% choosing), offering comments on a website (54%),
and emailing the District directly (47%) are the top three preferences.
However, ways of providing opinions to the District are somewhat related to residents’ ages. Older residents (those 55 and
older) are less interested in sharing opinions on a website (34% versus 54% in total) and marginally less interested in web-
based or mail-in surveys (60% versus 73% in total).
Attending a public meeting does not have wide appeal among residents (only 32% say they want to participate in the
District’s future in this way) and interest is particularly low among those under 45 years of age (only 23% express interest).
Younger residents (those under 35) are open to expressing their views via social media (50%), but across all residents, this
channel is not widely preferred (only 25% select this channel in total).
452012Citizen Surveys
Internet Access
The large majority of Maple Ridge residents report
having internet access. Current reported internet
penetration is at 97% and even reaches 92% among
residents 55 and older.
Q22a. Do you have access to the internet?
23%
11%11%3%
77%
88%89%97%
2003 2006 2008 2012
Yes
No
Don't Know
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=697)
2003 2006 2008
462012Citizen Surveys
Most Commonly Used Internet Access
Maple Ridge residents with internet access most
commonly use it from home (84%). Few residents
report that they most commonly use the internet at
work (11%), through a mobile device (2%) or at the
library (2%).
Home internet access is generally in line with past
research.
Q22b. Is your most commonly used Internet access at . . .
Base: Those having Internet access 2008 (n=335), 2012 (n=672)
10%11%
87%84%
2008 2012
Home
Work
Library
School
Through a mobile device
Other
2008
472012Citizen Surveys
Ever Obtained Information From The District’s
Website
78% of residents with internet access report that they
have obtained information from the District’s website,
with usage being more widespread among residents
under 55. Specifically, among residents under 55,
incidence of using the website is upwards of 80%,
while among residents 55 and older it is 59%.
Q23. Have you ever obtained information from the District of Maple Ridge’s website?
28%22%
72%78%
2008 2012
Yes
No
2008
Base: Those having internet access 2008 (n=335), 2012 (n=671)
482012Citizen Surveys
Perception Of Internet As Appropriate Means Of
Offering Services/Communicating
Generally, Maple Ridge residents think that the
internet is an appropriate means of communicating
and/or offering services to residents.
Again, as with website usage, younger residents
(under 35 years) are almost all onboard when it
comes to using the internet to communicate and offer
services to residents, as are over 80% of residents
aged 35 to 54. However, among residents 55 and
older, somewhat fewer (68%) feel the internet is
appropriate.
Q24. Do you think that the Internet is an appropriate means of communicating and/or offering services to area residents?
3%4%2%8%
22%21%
14%9%
75%74%84%83%
2003 2006 2008 2012
Yes
No
Don't Know
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=693)
2003 2006 2008
492012Citizen Surveys
Online Service Priorities
Q25. There are a number of services that the District currently does or could offer online to residents. For each of the following services, please indicate if having that District
service available to you is of low, medium or high priority to you.
Pay for such things as permits, licences, tax
certificates, parking tickets
Access property tax accounts
Complete and submit applications for permits
Reserve and pay for facility rentals
Submit applications for volunteer postings
Track development review and building permit
progress
Pay for and download zoning and civic address maps
Participate in discussion groups on strategies and
issues 16%
17%
22%
23%
28%
36%
46%
54%
42%
34%
41%
42%
35%
37%
32%
26%
31%
37%
29%
26%
28%
21%
16%
16%
11%
12%
8%
9%
9%
7%
6%
5%
High Priority
Medium Priority
Low Priority
Don't know
Base: Those who think Internet is an appropriate means of communication 2012 (n=560-562)
502012Citizen Surveys
High Online Service Priorities
High Priority
Base:Those who think Internet is an appropriate means ofcommunication
2003
721%
2006
312%
2008
339%
2012
560-562%
Pay for such things as permits, licences, tax certificates, parking tickets 49 48 52 54
Access property tax accounts 39 40 47 46
Complete and submit applications for permits 41 39 45 36
Reserve and pay for facility rentals 33 31 37 28
Submit applications for volunteer postings 40 44 26 23
Track development review and building permit progress 32 34 35 22
Pay for and download zoning and civic address maps 26 26 21 17
Participate in discussion groups on strategies and issues 25 27 27 16
Other (Unaided)n/a n/a 15 4*
Q25. There are a number of services that the District currently does or could offer online to residents. For each of the following services, please indicate if having that District
service available to you is of low, medium or high priority to you.
*Among the 25 residents who mentioned other municipal services that should be available online, planning/zoning decisions, Council meeting minutes and ways to provide input
were mentioned.
512012Citizen Surveys
Online Service Priorities
Residents who think the internet is an appropriate means of communicating and/or offering services were presented with
eight services that the District currently offers or could offer to residents and rated the priority of each one as an internet-
offered service.
Consistent with 2008, the top three services residents see as the highest priority for online delivery includes:
paying for things such as permits, licences, tax certificates, parking tickets
accessing property tax accounts
completing and submitting applications for permits
Participating in discussion groups on strategies and issues and paying for and downloading zoning and civic address maps
are considered to be the lowest priorities for internet access.
Again, as with all other internet-related communications/services, residents 55 and older place the lowest priority on offering
services online.
522012Citizen Surveys
Likelihood Of Using Internet To Access
Information/Services From The District
Residents continue to predict that they are likely to
use the internet to obtain information or use
services from the District. Specifically, 84% of
residents think they are very or somewhat likely to
use the internet for this purpose.
Even among residents 55 and older predicted
internet usage stands at 69%.
Q27. How likely are you to use the internet in the future to obtain information or use services from the District?
5%5%11%9%7%12%9%7%4%
36%32%
28%29%
47% 47%56%55%
2003 2006 2008 2012
Very Likely
Somewhat Likely
Somewhat Unlikely
Very Unlikely
Don't Know
Base: Total residents responding 2003 (n=911), 2006 (n=400), 2008 (n=400), 2012 (n=696)
2003 2006 2008
532012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 911
%
400%400%699%
Gender
Male 49 49 49 49
Female 51 51 51 51
Age
18-34 26 29 25 27
35-54 48 45 45 43
55+26 25 30 30
Years Lived in Maple Ridge
Two years or less 12 14 9 6
Three to four years 15 12 12 5
Five to ten years 18 15 16 23
More than ten years 55 59 64 66
542012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 911
%
400%400%699%
Employment Status
Employed for pay 66 67 58 51
Self-employed - - 10 15
Homemaker 6 4 3 8
Student 4 3 5 3
Retired 19 19 19 17
Unemployed 4 4 5 3
Prefer not to answer - - -3
Employment Location (Among those employed for pay/self employed)
Work in Maple Ridge n/a n/a n/a 38
Work outside Maple Ridge n/a n/a n/a 60
Prefer not to answer - - -2
Sector Work In (Among those employed for pay/self employed)
Healthcare n/a n/a n/a 11
Manufacturing n/a n/a n/a 10
Retail n/a n/a n/a 10
Education n/a n/a n/a 9
Government n/a n/a n/a 8
Construction/trades n/a n/a n/a 7
High-tech n/a n/a n/a 6
Finance or banking n/a n/a n/a 5
Transportation n/a n/a n/a 4
Childcare n/a n/a n/a 4
Other n/a n/a n/a 18
Prefer not to answer n/a n/a n/a 7
552012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Among those employed for pay/self-employed who are working outside of Maple Ridge 408
%
400%400%268%
Round-Trip Commute Time
1 to 29 minutes n/a n/a n/a 4
30 to 59 minutes n/a n/a n/a 26
60 to 89 minutes n/a n/a n/a 20
90 to 119 minutes n/a n/a n/a 17
2 to 3 hours n/a n/a n/a 22
3 to 4 hours n/a n/a n/a 10
Average in minutes n/a n/a n/a 86.9
Main Mode of Transportation 269
Car (self-drive)n/a n/a n/a 81
Car (car share)n/a n/a n/a 8
West Coast Express*n/a n/a n/a 5
Bus n/a n/a n/a 4
Cycle n/a n/a n/a 1
Other n/a n/a n/a 1
*Option added in 2012
562012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 408
%
400%400%699%
Education
Less than grade 12 9 8 7 4
Grade 12 graduation 27 27 20 18
Technical or vocational school 11 11 8 16
Some college or university 18 14 21 25
University degree or college diploma 29 32 36 25
Post-graduate degree 5 7 6 8
Prefer not to answer 9 8 7 4
572012Citizen Surveys
Household Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 911
%
400%400%699%
Home Tenure
Own 82 83 86 79
Rent 17 16 13 19
Prefer not to answer - - -2
Type of Home
Single-detached home n/a n/a n/a 75
Semi-detached home (duplex/triplex)n/a n/a n/a 2
Townhouse/Condominium (Row house)n/a n/a n/a 10
Apartment n/a n/a n/a 9
Suite in a house n/a n/a n/a 2
Prefer not to answer n/a n/a n/a 1
Household Composition
Single with no children 17 22 24 13
Single with children 8 10 8 8
Couple with no children 29 24 23 23
Couple with children 45 43 45 50
Prefer not to answer - - -5
582012Citizen Surveys
Household Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 911
%
400%400%699%
Number of People in Household
One 8 14 13 9
Two 31 26 30 31
Three 23 18 21 20
Four or more 38 38 36 40
Income
Less than $20,000 7 6 7 7
$20,000 to less than $35,000 11 9 8 6
$35,000 to less than $50,000 12 12 9 8
$50,000 to less than $65,000 19 13 13 9
$65,000 to less than $80,000 17 13 11 10
$80,000 to less than $100,000 10 9 11 11
$100,000 or more 10 16 23 25
Prefer not to answer - - -24
Nobody’s Unpredictable
Citizen Satisfaction Survey
Detailed Findings
602012Citizen Surveys
Importance of & Performance on Service Priorities
The Citizen Satisfaction Survey presented residents with seven service categories, and within the categories, a total 41 specific
services which the District provides.
Residents were asked to rate how important each of the 41 services were to them, using a scale of 1 to 5 where: 1=not at all
important, 2=not important, 3= neither unimportant or important, 4=important and 5=very important.
Residents were then asked to rate the current level of service that the District provides for each of the 41 services, using a scale
of 1 to 5 where: 1=very poor, 2=poor, 3=neither poor nor good, 4=good and 5=very good.
It should be noted that a sizeable proportion of residents were unable to provide an assessment of the District’s performance in
certain categories (most notably, Protective Services, Economic Development, Services to Neighbours and Neighbourhoods and
Budget and Taxes). Residents responding with “don’t know” to these category service areas ranged from a low of 19% to a high
of 57%. The District may want to consider increased communication to residents on what role it plays or action it takes in these
areas.
An overall perceptual map analysis of the importance and satisfaction scores for all 41 services can be found in the Appendix of
this report.
612012Citizen Surveys
Most Important Service Priorities
Top Service Priorities Based On Mean Importance Rating
Category Service 2012
Streets And Utilities Safe drinking water 4.9
Protective Services Guaranteed level of fire response to emergency calls 4.8
Protective Services Targeting property crime offences (such as auto theft and break & enters) 4.7
Environmental Services Protecting streams, rivers and other environmentally sensitive areas 4.7
Environmental Services Recycling depot 4.7
Streets And Utilities Smooth traffic flow so that it is easy to get around Maple Ridge 4.6
Streets And Utilities Effective snow and ice removal from streets 4.6
Streets And Utilities Reliable drainage of rain water 4.6
Environmental Services Curb-side recycling 4.6
Streets And Utilities Safe and reliable sewage collection 4.6
Protective Services Zero tolerance approach to impaired driving 4.6
Of the top 11 service priorities, five fall into the Streets and Utilities category, three into Protective Services and three into
Environmental Services. (Note that the list includes the top 11 due to the “tie” held by the latter six services.)
Maple Ridge residents continue to place the most importance on having safe drinking water (this is was also the top priority in
2008). Having a guaranteed level of fire response to emergency calls and targeting property crime offences are the most
important Protective Services priorities, while residents place equal importance on protecting streams, rivers and other
environmentally sensitive areas and on the recycling depot (the latter two falling into the Environmental Services category).
622012Citizen Surveys
Most Important Service Priorities
The remaining six service priorities are all accorded equal importance. In the category of Streets and Utilities, having smooth
traffic flow, effective snow and ice removal from streets, reliable drainage of rain water and safe and reliable sewage collection
all make the top 11.
Curb-side recycling (Environmental Services category) and a zero tolerance approach to impaired driving (Protective Services)
round out the list of the most importance service priorities.
Compared to 2008, the only two service areas that did not make the top 10 list this year are providing fire and safety education to
children and adults and providing outdoor recreation facilities. Instead, having safe and reliable sewage collection, effective
snow and ice removal from streets and reliable drainage of rain water are ranked higher in importance. Despite being displaced
on the top 10 list, the two service areas still rank highly, with 88% and 92% of residents, respectively, ranking them as important
or very important.
.
632012Citizen Surveys
Least Important Service Priorities
The service priorities that are of the least importance to Maple Ridge residents (relative to all others) tend to fall into the
Neighbours and Neighbourhoods category, which was also the case in 2008. Generally consistent with past trends, regulating
secondary suites and enforcing parking regulations are of the least importance to residents relative to the other service areas.
Involving citizens in the development of annual business plans, regulating the types of buildings that can be built in different
areas and responding to complaints about nearby properties are three service areas that did not make the list of least important
service priorities this year. However, two service areas that are currently on the list (but were not in the past) include licensing
and regulating businesses and providing advice to the public on building/construction matters.
Bottom Service Priorities Based On Mean Importance Rating
Category Service 2012
Neighbours And Neighbourhoods Enforcing parking regulations 3.4
Neighbours And Neighbourhoods Regulating secondary suites 3.4
Economic Development Promoting tourism 3.8
Neighbours And Neighbourhoods Maintaining building records and drawings 3.8
Neighbours And Neighbourhoods Regulating the physical appearance of new buildings 3.9
Neighbours And Neighbourhoods Assisting neighbours to resolve disputes (such as location of fences or sheds, trees
infringing on adjacent property)3.9
Parks And Recreation Beautifying Maple Ridge (plants, flowers and landscaping) 4.0
Economic Development Licensing and regulating businesses 4.0
Neighbours And Neighbourhoods Advice to public on building/construction matters 4.0
642012Citizen Surveys
Service Priorities Most Satisfied With
The services that Maple Ridge residents are most satisfied with are unchanged from 2008. Residents continue to be particularly
satisfied with the District’s performance on providing safe drinking water, the recycling depot, curb-side recycling and having a
guaranteed level of fire response to emergency calls. All four of these service areas are also among the most important services
provided, hence, high satisfaction in these areas bodes well for the District.
Of particular note is the continuing importance and satisfaction with the provision of safe drinking water (it is the top-rated service
for importance and satisfaction this year and was in 2008 as well).
Four service areas that currently make the list (but did not in 2008) include beautifying Maple Ridge, indoor recreational facilities,
having a zero tolerance approach to impaired driving and regular fire inspections of public buildings and apartments.
Top Service Priorities Based On Mean Satisfaction Rating
Category Service 2012
Streets And Utilities Safe drinking water 4.4
Environmental Services Recycling depot 4.3
Environmental Services Curb-side recycling 4.2
Protective Services Guaranteed level of fire response to emergency calls 4.2
Parks And Recreation Outdoor recreation spaces (parks, playing fields and trails) 4.0
Parks And Recreation Parks and leisure programs and facilities are inclusive and accessible 4.0
Streets And Utilities Safe and reliable sewage collection 4.0
Protective Services Fire and safety education to children and adults 4.0
Streets And Utilities Street name signage 3.9
Parks And Recreation Beautifying Maple Ridge (plants, flowers and landscaping) 3.9
Parks And Recreation Indoor recreational facilities (gymnasiums and swimming pools) 3.9
Parks And Recreation Cultural facilities (theatres, museums and libraries) 3.9
Protective Services Zero tolerance approach to impaired driving 3.9
Protective Services Regular fire inspections of public buildings and apartments 3.9
652012Citizen Surveys
Service Priorities Least Satisfied With
Consistent with 2008, residents continue to be the least satisfied with the District’s performance on attracting new businesses to
the District, while in terms of importance, 89% think this is an important service priority. Regulating secondary suites also
garners low satisfaction, but is also ranked as low importance.
Two service priorities – having smooth traffic flow so that it is easy to get around Maple Ridge and targeting property crime
offences - are two of the 11 most important service priorities among residents, yet are in the bottom 10 in terms of satisfaction.
Overall, the current bottom service priorities are almost identical to 2008, with only one exception – assisting neighbours to
resolve disputes (it was not one of the lowest rated services in 2008). Current low-rated service areas tend to span across most
of the service categories.
Bottom Service Priorities Based On Mean Satisfaction Rating
Category Service 2012
Economic Development Attracting new businesses to the District 2.6
Neighbours And Neighbourhoods Regulating secondary suites 2.9
Protective Services Targeting property crime offences (such as auto theft and break & enters) 3.1
Economic Development Promoting tourism 3.1
Budget And Taxes Involving citizens in the development of annual business plans and budgets 3.1
Streets And Utilities Smooth traffic flow so that it is easy to get around Maple Ridge 3.2
Protective Services Dismantling marijuana grow operations 3.2
Neighbours And Neighbourhoods Responding to property complaints (noise or unsightly premises) 3.2
Budget And Taxes Preparing and publishing financial documents (annual budget, 5 year plan, etc.) 3.2
Neighbours And Neighbourhoods Assisting neighbours to resolve disputes (such as location of fences or sheds, trees
infringing on adjacent property)3.2
662012Citizen Surveys
58%
70%
65%
65%
68%
80%
78%
68%
76%
79%
77%
65%
81%
81%
83%
82%
30%
21%
25%
24%
22%
11%
16%
21%
20%
17%
18%
25%
14%
16%
13%
15%
7%
5%
9%
5%
7%
5%
7%
4%
8%
4%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Important Important Neither Important Nor Unimportant Not Important Not Important At All Don’t Know
Protective Services
Importance Rating
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=713-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Guaranteed level
of fire response to
emergency calls
Targeting
property crime
offences (such as
auto theft and
break & enters)
Zero tolerance
approach to
impaired driving
Fire and safety
education to
children and
adults
Mean
n/a
4.8
4.8
4.8
n/a
4.7
4.7
4.7
n/a
4.7
4.7
4.6
n/a
n/a
4.6
4.5 49%
58%
48%
43%
50%
65%
58%
57%
51%
54%
59%
47%
53%
60%
50%
54%
34%
29%
35%
40%
37%
25%
30%
24%
28%
21%
22%
26%
33%
27%
26%
27%
10%
8%
10%
11%
7%
5%
8%
11%
10%
15%
11%
18%
5%
8%
16%
11%
5%
4%
5%
5%
4%
4%
5%
5%
4%
6%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003Disaster
(earthquake,
flood)
preparedness and
response
Dismantling
marijuana grow
operations
Regular fire
inspections of
public buildings
and apartments
Focusing on
youth issues
Mean
n/a
n/a
4.4
4.4
n/a
n/a
4.2
4.2
n/a
n/a
4.5
4.4
n/a
n/a
4.5
4.3
QT1. The following is a list of services that the District currently provides. First, please rate how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is very important.
672012Citizen Surveys
20%
21%
18%
16%
17%
14%
11%
13%
4%
4%
6%
5%
28%
33%
31%
29%
33%
36%
31%
27%
40%
31%
23%
30%
25%
21%
17%
20%
35%
40%
30%
29%
15%
21%
17%
17%
14%
27%
27%
27%
23%
33%
31%
29%
8%
14%
10%
10%
7%
6%
6%
11%
12%
11%
14%
26%
22%
18%
4%
7%
4%
4%
5%
11%
7%
12%
30%
15%
28%
34%
25%
10%
23%
15%
28%
5%
16%
16%
27%
11%
27%
28%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Good Good Neither Good Nor Poor Poor Very Poor Don’t Know
Protective Services
Satisfaction Rating
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=713-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Guaranteed level
of fire response to
emergency calls
Targeting
property crime
offences (such as
auto theft and
break & enters)
Zero tolerance
approach to
impaired driving
Fire and safety
education to
children and
adults
Mean
n/a
4.2
4.2
4.2
n/a
2.9
2.8
3.1
n/a
n/a
3.4
3.9
n/a
n/a
3.8
4.0
Disaster
(earthquake,
flood)
preparedness and
response
Dismantling
marijuana grow
operations
Regular fire
inspections of
public buildings
and apartments
Focusing on
youth issues
Mean
n/a
n/a
3.2
3.5
n/a
n/a
3.1
3.2
n/a
n/a
3.7
3.9
n/a
n/a
3.2
3.4
QT2. Next,rate the current level of service that the District provides for each. Use a scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5
is very good.
4%
8%
10%
10%
12%
13%
12%
13%
5%
4%
4%
4%
5%
6%
6%
30%
26%
26%
26%
28%
28%
16%
16%
24%
30%
20%
25%
23%
27%
14%
20%
21%
32%
26%
30%
12%
23%
16%
12%
22%
33%
33%
31%
19%
26%
18%
19%
6%
17%
13%
9%
6%
4%
4%
10%
13%
12%
13%
4%
11%
13%
8%
8%
8%
11%
7%
5%
6%
7%
5%
37%
9%
18%
14%
46%
30%
52%
55%
32%
15%
29%
21%
47%
23%
47%
44%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
682012Citizen Surveys
Protective Services
Importance And Satisfaction Ratings
Maple Ridge residents place a high level of importance on service priorities that fall into the category of Protective Services.
Whether it is inherent to the category itself (e.g. Is there anything that residents would not think is important when it comes to
Protective Services?) or simply a true need in the community, residents give average ratings of 4.2 or higher out of 5 to all
service priorities in this category.
Comparatively, average satisfaction ratings for the same service priorities range from 3.1 to 4.2 out of 5. Hence, satisfaction
tends to be below importance for some service areas.
The top priority in this service category is targeting property crime. It is one of the most important service priorities (it ranks
in the top 11 with an importance rating of 4.7 out of 5) and currently has satisfaction rating of 3.1 out of 5.
Two service priorities – having a guaranteed level of fire response to emergency calls and having a zero tolerance approach
to impaired driving – are considered highly important and score fairly well on satisfaction.
Fire safety and education to children and adults and conducting regular fire inspections of public buildings and apartments,
while considered important (earning importance average ratings of 4.5 and 4.4 out of 5, respectively) tend to earn
satisfaction ratings that are relatively higher than several other priorities in this category (4.0 and 3.9 out of 5, respectively).
Hence, while the District has room to improve its performance, efforts need to balanced against the relative priority accorded
by residents.
Three service areas – disaster preparedness, focusing on youth issues and dismantling marijuana grow-ops are of low
importance and low satisfaction. Again, all services in this category are considered important, however, these three are
relatively of less importance the other five previously discussed.
692012Citizen Surveys
25%
37%
32%
27%
26%
42%
34%
24%
61%
63%
54%
45%
35%
33%
39%
34%
44%
36%
35%
38%
28%
25%
28%
36%
25%
19%
20%
27%
16%
16%
20%
24%
6%
9%
13%
13%
4%
5%
5%
6%
4%
6%
5%
4%
4%
4%
5%
7%
5%
4%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Important Important Neither Important Nor Unimportant Not Important Not At All Important Don’t Know
Economic Development
Importance Rating
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=716-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Attracting new
businesses to the
District
Licensing and
regulating
businesses
Promoting
tourism
Mean
n/a
n/a
4.5
4.5
n/a
n/a
4.2
4.0
n/a
3.9
3.9
3.8
QT1. The following is a list of services that the District currently provides. First, please rate how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is very important.
Importance Rating
702012Citizen Surveys
Economic Development
Satisfaction Rating
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=716-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
4%
7%
4%
9%
7%
7%
8%
4%
6%
22%
20%
27%
19%
29%
32%
22%
22%
16%
26%
14%
23%
36%
42%
30%
39%
23%
28%
23%
24%
23%
32%
25%
33%
13%
19%
18%
14%
5%
10%
7%
10%
23%
17%
23%
16%
9%
5%
7%
17%
15%
10%
26%
7%
13%
17%
39%
19%
40%
35%
19%
9%
19%
13%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Good Good Neither Good Nor Poor Poor Very Poor Don’t Know
Attracting new
businesses to the
District
Licensing and
regulating
businesses
Promoting
tourism
Mean
n/a
2.6
2.4
2.6
n/a
n/a
3.4
3.4
n/a
3.1
2.9
3.1
QT2. Next,rate the current level of service that the District provides for each. Use a scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5
is very good.
Satisfaction Rating
712012Citizen Surveys
Economic Development
Importance And Satisfaction Ratings
Of the three service areas that make up the Economic Development category, attracting new businesses is considered to be
the most important, yet it earns the lowest satisfaction score of the three and across all 41 service priorities presented to
residents.
Two of the three service areas in this category make the list for the least important service priorities overall. Promoting
tourism and licensing and regulating business are of relatively less importance to residents in relation to the various other
service areas the District is responsible for, meanwhile the District’s performance in these areas averages at 3.1 and 3.4 out
of 5, respectively.
722012Citizen Surveys
27%
39%
36%
27%
28%
30%
27%
24%
34%
40%
40%
30%
34%
33%
31%
33%
39%
61%
56%
41%
41%
36%
40%
38%
42%
40%
43%
40%
39%
35%
35%
42%
45%
43%
44%
45%
41%
28%
31%
36%
19%
17%
17%
24%
20%
21%
19%
24%
16%
17%
15%
20%
14%
19%
17%
16%
13%
8%
9%
15%
4%
4%
5%
5%
4%
7%
9%
4%
4%
4%
4%
8%
6%
6%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Important Important Neither Important Nor Unimportant Not Important Not Important At All Don’t Know
Neighbours And Neighbourhoods
Importance Rating
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=714-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Inspecting
buildings that are
under
construction/
renovation
Responding to
property
complaints (noise
or unsightly
premises)
Regulating or
restricting what
types of buildings
can be built in
specific areas of
the District
Regulating the
physical
appearance of
new buildings
Advice to public on
building/
construction
matters
Maintaining
building records
and drawings
Assisting
neighbours to
resolve disputes
(such as location
of fences or sheds,
trees infringing on
adjacent property
Regulating
secondary suites
Enforcing parking
regulations
QT1. The following is a list of services that the District currently provides. First, please rate how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is very important.
11%
14%
13%
13%
17%
18%
15%
15%
20%
22%
20%
18%
21%
42%
37%
27%
36%
27%
26%
25%
26%
26%
23%
22%
43%
32%
33%
38%
37%
35%
34%
35%
33%
26%
32%
31%
28%
26%
29%
25%
19%
28%
23%
27%
22%
12%
16%
22%
13%
19%
15%
15%
13%
14%
17%
21%
4%
5%
11%
8%
5%
4%
5%
6%
12%
14%
15%
11%
10%
15%
7%
6%
5%
10%
5%
6%
12%
5%
6%
13%
5%
6%
7%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Mean
n/a
n/a
4.5
4.2
n/a
n/a
4.0
4.1
n/a
n/a
4.1
4.1
n/a
3.9
3.9
3.9
n/a
n/a
4.2
4.0
Mean
n\a
n\a
4.1
3.8
n/a
3.5
3.6
3.9
n/a
3.2
3.3
3.4
n/a
3.1
3.1
3.4
732012Citizen Surveys
5%
5%
6%
6%
4%
9%
5%
6%
9%
9%
7%
4%
5%
5%
7%
5%
11%
10%
5%
20%
27%
23%
20%
30%
36%
30%
31%
26%
26%
20%
26%
24%
25%
19%
26%
27%
30%
21%
22%
26%
35%
30%
27%
22%
35%
29%
31%
23%
34%
27%
32%
21%
30%
25%
28%
15%
29%
25%
20%
8%
14%
12%
13%
9%
10%
11%
15%
10%
13%
17%
11%
10%
19%
22%
13%
6%
5%
9%
11%
4%
7%
3%
8%
4%
7%
4%
8%
9%
6%
3%
4%
5%
38%
16%
25%
31%
32%
12%
20%
15%
33%
11%
23%
17%
36%
13%
20%
20%
44%
21%
32%
37%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Good Good Neither Good Nor Poor Poor Very Poor Don’t Know
Neighbours And Neighbourhoods
Satisfaction Rating
Inspecting
buildings that are
under
construction/
renovation
Responding to
property
complaints (noise
or unsightly
premises)
Regulating or
restricting what
types of buildings
can be built in
specific areas of
the District
Regulating the
physical
appearance of
new buildings
Advice to public on
building/
construction
matters
Mean
n/a
n/a
3.5
3.5
n/a
2.9
3.0
3.2
n/a
n/a
3.2
3.3
n/a
n/a
3.3
3.4
n/a
n/a
3.2
3.3
Maintaining
building records
and drawings
Assisting
neighbours to
resolve disputes
(such as location
of fences or sheds,
trees infringing on
adjacent property
Regulating
secondary suites
Enforcing parking
regulations
QT2. Next,rate the current level of service that the District provides for each. Use a scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5
is very good.
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=714-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
n/a
3.4
3.6
n/a
n/a
3.2
3.2
n/a
2.8
2.9
2.9
n/a
n/a
3.3
3.46%
12%
11%
16%
4%
3%
3%
6%
4%
3%
5%
9%
7%
5%
31%
29%
24%
24%
13%
13%
10%
18%
14%
20%
13%
19%
19%
22%
17%
15%
27%
32%
30%
29%
20%
36%
26%
29%
18%
34%
19%
26%
18%
31%
16%
18%
5%
12%
12%
8%
9%
15%
14%
15%
4%
9%
11%
8%
4%
5%
7%
4%
5%
7%
5%
5%
9%
7%
7%
4%
5%
6%
3%
4%
27%
9%
16%
18%
53%
23%
40%
28%
57%
27%
47%
40%
55%
31%
54%
53%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
742012Citizen Surveys
Neighbours And Neighbourhoods
Importance And Satisfaction Ratings
The category of Neighbours and Neighbourhoods has six of the nine least important service areas in the District and three of
the areas that have the lowest satisfaction overall. While this might seem at odds with the pride residents express about the
character of their community, the people, etc., it needs to be recognized that this category is being rated relative to several
essential categories/services (e.g. safe drinking water, guaranteed level of fire response, protecting streams, rivers and other
environmentally sensitive areas).
Of the nine areas that comprise this category, responding to property complaints and assisting neighbours to resolve
disputes have above-average category importance but below-average category satisfaction.
Relative to other services in this category, inspecting buildings that are under construction/renovation, responding to property
complaints and regulating or restricting what types of buildings can be built in specific areas of the District are the most
important to residents. While satisfaction with the District’s performance is rated as 3.2 to 3.5, it still falls short of the
importance accorded to these areas. Of the three, responding to property complaints has the widest disconnect between
importance and satisfaction.
Providing advice to the public on building/construction matters, regulating the physical appearance of new buildings and
assisting neighbours to resolve disputes are also considered to be relatively important within this category.
Maintaining building records, enforcing parking regulations and regulating secondary suites are areas where satisfaction with
the District’s efforts are at or almost at par with importance.
752012Citizen Surveys
35%
42%
47%
29%
45%
64%
60%
41%
45%
57%
54%
40%
58%
68%
66%
53%
42%
38%
35%
42%
37%
27%
32%
45%
38%
33%
35%
43%
35%
26%
28%
38%
15%
13%
13%
21%
9%
6%
5%
12%
11%
7%
8%
13%
5%
5%
8%
6%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Important Important Neither Important Nor Unimportant Not Important Not Important At All Don’t Know
Parks And Recreation
Importance Rating
Outdoor recreation
spaces (parks,
playing fields and
trails)
Indoor recreational
facilities
(gymnasiums and
swimming pools)
Parks and leisure
programs and
facilities are
inclusive and
accessible
Supporting
community groups
that provide a non-
profit arts, culture,
recreation or sport
service
26%
34%
37%
34%
32%
41%
61%
38%
34%
47%
53%
39%
40%
43%
46%
42%
26%
44%
49%
40%
15%
19%
19%
20%
15%
10%
9%
14%
13%
9%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Cultural facilities
(theatres,
museums and
libraries)*
Recreation and
cultural programs
Beautifying Maple
Ridge (plants,
flowers and
landscaping)
QT1. The following is a list of services that the District currently provides. First, please rate how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is very important.
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=714-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
n/a
3.9
3.9
n/a
n/a
3.6
3.8
n/a
n/a
4.0
4.0
Mean
n/a
4.6
4.6
4.5
n/a
n/a
4.4
4.3
n/a
n/a
4.5
4.3
n/a
n/a
4.2
4.1
*Question added in 2008.
n/a
n/a
762012Citizen Surveys
10%
10%
14%
11%
21%
18%
17%
18%
19%
24%
23%
24%
26%
23%
25%
26%
41%
39%
36%
40%
49%
47%
46%
43%
51%
42%
41%
42%
50%
48%
45%
44%
20%
31%
25%
24%
13%
25%
21%
23%
14%
23%
22%
24%
14%
19%
20%
22%
4%
7%
5%
4%
7%
6%
9%
7%
6%
4%
6%
7%
7%
25%
12%
17%
20%
13%
5%
7%
10%
9%
5%
4%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Good Good Neither Good Nor Poor Poor Very Poor Don’t Know
Parks And Recreation
Satisfaction Rating
QT2. Next,rate the current level of service that the District provides for each. Use a scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5
is very good.
Outdoor recreation
spaces (parks,
playing fields and
trails)
Indoor recreational
facilities
(gymnasiums and
swimming pools)
Parks and leisure
programs and
facilities are
inclusive and
accessible
Supporting
community groups
that provide a non-
profit arts, culture,
recreation or sport
service
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=714-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
n/a
3.9
3.9
n/a
n/a
3.6
3.8
n/a
n/a
3.5
3.9
Mean
n/a
n/a
3.8
4.0
n/a
n/a
3.8
3.9
n/a
n/a
3.8
4.0
n/a
n/a
3.5
3.7 20%
10%
19%
21%
13%
12%
24%
25%
21%
24%
51%
43%
37%
43%
46%
42%
44%
43%
48%
48%
19%
34%
30%
27%
21%
31%
22%
23%
17%
18%
5%
10%
10%
5%
7%
4%
4%
4%
7%
18%
8%
4%
9%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Cultural facilities
(theatres,
museums and
libraries)*
Recreation and
cultural programs
Beautifying Maple
Ridge (plants,
flowers and
landscaping)
*Question added in 2008.
n/a
n/a
772012Citizen Surveys
Parks And Recreation
Importance And Satisfaction Ratings
Some of the highest satisfaction ratings awarded to District services fall in the Parks and Recreation category. Having
outdoor recreation spaces, parks and leisure programs and facilities being inclusive and accessible, beautifying Maple
Ridge, having indoor recreational facilities and cultural facilities all make the list of the service areas residents are most
satisfied with.
Of the seven service areas that comprise this category, residents place the highest importance and satisfaction on outdoor
recreation spaces and parks and leisure programs and facilities being inclusive and accessible. Residents think having
indoor recreational facilities is important, yet they give average satisfaction ratings for the service.
Also earning average satisfaction ratings for the category are cultural facilities and beautifying Maple Ridge. Both of these
areas, especially the latter, are of relatively lesser importance to residents.
Both supporting community groups and recreational and cultural programs are of low importance and low satisfaction in this
category.
782012Citizen Surveys
Streets And Utilities
Importance Rating
QT1. The following is a list of services that the District currently provides. First, please rate how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is very important.
62%
56%
53%
35%
62%
66%
66%
51%
67%
75%
71%
71%
67%
73%
70%
59%
88%
89%
94%
84%
32%
36%
31%
43%
32%
27%
29%
39%
24%
18%
21%
21%
29%
22%
24%
36%
8%
8%
6%
12%
4%
7%
12%
15%
4%
6%
5%
8%
5%
6%
4%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Important Important Neither Important Nor Unimportant Not Important Not Important At All Don’t Know
Safe drinking water
Smooth traffic flow so
that it is easy to get
around Maple Ridge
Safe and reliable
sewage collection
Accessible, safe and
effective pedestrian
system (sidewalks,
walkways and trails)
to get around Maple
Ridge
Effective snow and
ice removal from
streets
Reliable drainage
of rain water
Street lighting
Roads that are
flat, smooth and
pot-hole free
Street name
signage
40%
54%
52%
39%
55%
55%
54%
44%
59%
64%
62%
46%
62%
64%
62%
54%
45%
30%
32%
39%
41%
37%
35%
43%
34%
26%
28%
39%
31%
30%
31%
32%
11%
13%
11%
17%
9%
10%
12%
5%
7%
7%
12%
5%
4%
4%
8%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=714-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
n/a
4.6
4.6
n/a
n/a
4.5
4.5
n/a
n/a
4.5
4.5
n/a
n/a
4.3
4.2
Mean
n/a
4.9
4.9
4.9
n/a
4.6
4.7
4.6
n/a
4.7
4.7
4.6
n/a
n/a
4.6
4.5
n/a
n/a
4.5
4.6
792012Citizen Surveys
Streets And Utilities
Satisfaction Rating
QT2. Next,rate the current level of service that the District provides for each. Use a scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5
is very good.
12%
6%
13%
14%
10%
8%
10%
14%
21%
32%
20%
33%
4%
3%
5%
8%
47%
53%
45%
39%
39%
32%
35%
44%
45%
32%
30%
42%
42%
38%
27%
32%
44%
23%
26%
26%
38%
34%
34%
32%
22%
31%
31%
24%
20%
36%
35%
29%
9%
12%
12%
11%
22%
33%
33%
32%
4%
6%
10%
16%
20%
21%
11%
9%
16%
20%
18%
9%
19%
26%
24%
22%
5%
8%
7%
6%
9%
14%
12%
11%
5%
6%
24%
13%
37%
20%
8%
4%
6%
8%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Good Good Neither Good Nor Poor Poor Very Poor Don’t Know
Reliable drainage
of rain water
Street lighting
Roads that are
flat, smooth and
pot-hole free
Street name
signage
19%
23%
28%
22%
10%
6%
9%
8%
12%
9%
14%
13%
16%
15%
16%
25%
56%
47%
46%
41%
41%
35%
41%
31%
43%
33%
39%
35%
50%
37%
41%
33%
17%
23%
18%
26%
26%
33%
32%
37%
21%
35%
30%
34%
17%
30%
23%
24%
5%
5%
5%
7%
17%
19%
12%
15%
17%
17%
11%
12%
5%
10%
9%
7%
4%
8%
6%
7%
5%
5%
10%
10%
9%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=714-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
n/a
3.5
3.8
n/a
n/a
3.3
3.4
n/a
n/a
3.1
3.4
n/a
n/a
3.8
3.9
Mean
n/a
4.3
4.4
4.4
n/a
2.9
2.7
3.2
n/a
4.0
4.1
4.0
n/a
n/a
3.2
3.4
n/a
n/a
3.1
3.3
Safe drinking water
Smooth traffic flow so
that it is easy to get
around Maple Ridge
Safe and reliable
sewage collection
Accessible, safe and
effective pedestrian
system (sidewalks,
walkways and trails)
to get around Maple
Ridge
Effective snow and
ice removal from
streets
802012Citizen Surveys
Streets And Utilities
Importance And Satisfaction Ratings
The category of Streets and Utilities has some of the most highly important service priorities for Maple Ridge residents.
Unchanged from past waves of this studies, having safe drinking water is considered to be the most important service and is
the service residents are most satisfied with. Residents also place high importance on having smooth traffic flow, effective
snow and ice removal from streets, reliable drainage of rain water and safe and reliable sewage collection.
While District performance on the latter two service areas (rainwater drainage and sewer) is above the category average,
traffic flow and snow/ice removal satisfaction is below average.
While street signage in the District is not ranked highly in importance service area in this category, it earns above-average
performance ratings.
Relative to other priorities in this category, ensuring roads are flat, smooth and pothole free, street lighting and having an
accessible, safe and effective pedestrian system to get around Maple Ridge are of lower importance and satisfaction.
However, in terms of satisfaction only, smooth traffic flow and effective snow/ice removal garner the lowest ratings.
812012Citizen Surveys
72%
76%
79%
70%
73%
69%
62%
56%
74%
77%
72%
63%
23%
18%
17%
24%
20%
22%
26%
29%
21%
19%
22%
27%
7%
6%
11%
9%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Important Important Neither Important Nor Unimportant Not Important Not At All Important Don’t Know
Environmental Services
Importance Rating
Recycling depot
Curb-side
recycling
Protecting
streams, rivers
and other
environmentally
sensitive areas
QT1. The following is a list of services that the District currently provides. First, please rate how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is very important.
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=716-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
4.6
4.7
4.7
n/a
n/a
4.6
4.6
n/a
4.8
4.7
4.7
822012Citizen Surveys
Environmental Services
Satisfaction Rating
12%
15%
13%
15%
43%
41%
48%
44%
43%
45%
52%
49%
45%
36%
37%
36%
36%
35%
29%
29%
42%
38%
29%
29%
15%
28%
24%
28%
6%
10%
10%
16%
7%
11%
10%
14%
4%
11%
7%
6%
5%
8%
5%
4%
4%
23%
6%
16%
13%
6%
6%
5%
6%
2012
2008
2006
2003
2012
2008
2006
2003
2012
2008
2006
2003
Very Good Good Neither Good Nor Poor Poor Very Poor Don’t Know
Recycling depot
Curb-side
recycling
Protecting
streams, rivers
and other
environmentally
sensitive areas
QT2. Next,rate the current level of service that the District provides for each. Use a scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5
is very good.
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=716-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
4.4
4.3
4.3
n/a
4.2
4.1
4.2
n/a
n/a
3.5
3.8
832012Citizen Surveys
Environmental Services
Importance And Satisfaction Ratings
Environmental Services are generally of high importance to Maple Ridge residents. All three of the service areas that make-
up this category make the top-11 list of services overall. Similar to Protective Services, this category has an inherent
importance that is reflected in the average importance scores (4.7 out of 5 for protecting streams, rivers and other
environmentally sensitive areas, 4.7 for the recycling depot and 4.6 for curb-side recycling).
District performance is rated positively for both the recycling depot and curb-side recycling (4.3 and 4.2 average ratings of
out 5, respectively). When it comes to protecting streams, rivers and other sensitive areas, District performance is below-
average for the category.
842012Citizen Surveys
31%
37%
38%
27%
34%
47%
42%
31%
48%
41%
35%
41%
42%
31%
35%
36%
14%
16%
15%
23%
15%
17%
12%
25%
5%
5%
5%
2012
2008
2006
2003
2012
2008
2006
2003
Very Important Important Neither Important Nor Unimportant Not Important Not At All Important Don’t Know
Budget And Taxes
Importance Rating
Preparing and
publishing
financial
documents
(annual budget, 5
year plan, etc.)
Involving citizens
in the
development of
annual business
plans and
budgets
QT1. The following is a list of services that the District currently provides. First, please rate how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is very important.
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=715-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
n/a
4.3
4.1
n/a
n/a
4.1
4.1
852012Citizen Surveys
5%
4%
6%
7%
5%
18%
21%
18%
18%
22%
19%
22%
18%
28%
37%
31%
30%
26%
40%
25%
28%
12%
20%
13%
11%
8%
16%
14%
9%
4%
6%
6%
6%
3%
7%
36%
15%
31%
32%
38%
14%
30%
34%
2012
2008
2006
2003
2012
2008
2006
2003
Very Good Good Neither Good Nor Poor Poor Very Poor Don’t Know
Budget And Taxes
Satisfaction Rating
Preparing and
publishing
financial
documents
(annual budget, 5
year plan, etc.)
Involving citizens
in the
development of
annual business
plans and
budgets
QT2. Next,rate the current level of service that the District provides for each. Use a scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5
is very good.
Base: Total residents responding 2003 (n=408), 2006 (n=400), 2008 (n=400), 2012 (n=715-736)
Note: The smaller scores are estimates from the 2008 report as data tables for 2003, 2006 and 2008 were unavailable.
Mean
n/a
n/a
3.1
3.2
n/a
n/a
2.9
3.1
862012Citizen Surveys
Budget And Taxes
Importance And Satisfaction Ratings
Both Budget and Taxes service areas earn some of the lowest satisfaction scores among the 41 areas evaluated. In terms
of importance, involving citizens in the development of annual business plans and budgets and preparing and publishing
financial documents earn identical scores (average of 4.1 out of 5). Further, District performance scores for both these
service areas are highly similar (3.1 and 3.2 out of 5, respectively).
As noted earlier, given that a considerable proportion of residents (36% to 38%) are unable to assess the District’s
performance in these areas, it would follow that the District’s focus needs to just as much on communication of its Budget
and Taxes efforts/actions as on the efforts themselves.
872012Citizen Surveys
Additional Services That Should Be Provided By
Local Government That Are Currently Not Provided
Q3. What other services, if any, that the District does not currently provide, do you think should be provided by your local government?
Total
2003
Total
2006
Total
2008*
Total
2012
Base:Total residents responding
Major Mentions Only
408%400%199%613%
% suggesting a service 30 32 52 66
Garbage collection n/a n/a 31 41
Green waste/composting n/a n/a n/a 14
Better/ local/ public transit service n/a n/a 6 6
Better/ more/ local shopping opportunities n/a n/a 12 5
Recycling n/a n/a n/a 4
More/ better community/ recreation facility centre n/a n/a 5 3
Education n/a n/a n/a 3
Snow removal n/a n/a n/a 3
More services for the homeless/ poor people n/a n/a 10 2
Cross walks n/a n/a n/a 2
Water supply n/a n/a n/a 2
Bylaw enforcement n/a n/a n/a 2
Proper lighting/ street light n/a n/a 4 2
More/ local/ upgraded sewer service n/a n/a 4 2
*2008 services percentaged among those making a suggestion, comparable data not available.
882012Citizen Surveys
Additional Services That Should Be Provided By
Local Government That Are Currently Not Provided
When it comes to additional services residents would like the District to provide, garbage collection clearly tops the list. 41%
of residents spontaneously mention it, with residents under 45 years of age being particularly likely to ask for it.
The next most commonly mentioned service is green waste/composting (mentioned by 14%), public transit (6%) and more
shopping (5%). Regionally, those living in the V4R FSA are the most apt to ask for green waste/composting. Those living in
FSAs V2W and V4R are more than twice as likely as those living in V2X to mention public transit.
(Please see the methodology for a map of Maple Ridge showing the boundaries of the FSAs).
892012Citizen Surveys
Suggested Ways Of Funding Additional Services*
Q3c. How would you fund these service(s)?
15%
10%
2%
2%
2%
5%
11%
15%
32%
34%
Base: Those residents responding 2012 (n=413)
*Question added in 2012
Services the District Should Reduce*
Base:Residents who would fund theservices by reducing other services
2012
55
%
Street cleaning/maintenance 11
Fire department 10
Beautification/flowers/landscaping 8
Cultural events/multi-culturalism 6
Arts 5
Policing 4
Parks/trails 3
Permits/licenses/inspections 3
Traffic control/calming 2
Planning 2
Animal control 2
Other 24
Q3d. Which services should be reduced?
Increased taxes
User fees
Reduce other services
Use existing funds/prioritize thisservice/promote efficiencies
Increased tax base/morebusiness/higher population
Compost/recycling can be sold/willprovide revenue
Provincial funding/Federal grants (inc.lottery and gaming)
Development fees
Other
Don’t know/refused
902012Citizen Surveys
Suggested Way Of Funding Additional Services
Increased taxes or user fees are suggested equally by Maple Ridge residents as ways of funding the services they would
like the District to start providing. Another 15% suggest reducing other services to pay for the additional services while 11%
think that existing funds or prioritizing funds should cover the costs. Another 15% admit to not being sure how the District
should fund additional services.
The 15% of residents who suggest reducing other services offer a variety of ideas, but no one service is mentioned by more
than 11% of this small group of residents.
912012Citizen Surveys
Services Which The District Should Increase/
Enhance
Q4. What other services, if any, should the District provide more of?
Total
2003
Total
2006
Total
2008*
Total
2012
Base:Total residents responding
Major Mentions Only
408%400%400%537%
% suggesting a service 45 48 52 53
Better/ local/ public transit service n/a n/a 13 7
Better/ more shopping opportunities n/a n/a 9 6
Business development n/a n/a n/a 6
More community services/ recreation facilities/ programs n/a n/a 4 5
More policing/ police services n/a n/a 13 5
Better/ faster snow/ ice removal n/a n/a 5 5
More parks/ trails n/a n/a 4 4
Street lighting n/a n/a n/a 4
More family/ youth/ children’s services n/a n/a 12 4
Services for homeless/poor n/a n/a n/a 3
Traffic flow/ road expansion n/a n/a n/a 3
Street cleaning/ maintenance n/a n/a n/a 3
Sidewalk construction/maintenance n/a n/a n/a 3
More recycling service n/a n/a 6 2
Among the 53% of residents that had a suggestion for services that the District of Maple Ridge should increase, no one service is
mentioned by more than 7% of residents. Public transit, increased shopping, business development, recreation facilities/programs,
snow removal and policing all earn mentions from at least 5% of residents, but clearly they span a wide variety of service categories.
*2008 services percentaged among those making a suggestion
922012Citizen Surveys
Suggested Ways Of Funding Enhanced Levels Of
Service
Q5a. How would you fund this enhanced level of service(s)?
0%
3%
4%
4%
9%
11%
11%
18%
29%
3%
0%
2%
0%
2%
0%
21%
32%
21%
2008*
2012
User fees
Increased taxes
Reduce other services
Unaided Responses
Use existing funds/prioritize this
service/promote efficiencies
Increased tax base/more
business/higher population
Enforcement fines
Provincial funding/Federal grants
(inc. lottery and gaming)
Development fees
Local municipal government
funding
Base: Those responding 2012 (n=288)
*2008 responses among those who think the District should provide more services(n=280)
Services the District Should Reduce*
Base:Residents who would fund the
enhances service level of service by
reducing other services
Major Mentions Only
2008
52
%
2012
29+
%
Property development -8
Arts 12 8
Parks/trails and recreation 10 4
Beautification/flowers/landscaping -4
Recycling -4
Cultural events/multi-culturalism -4
Services for the homeless/poor -4
Fire department -4
Increase tourism -4
Street cleaning/maintenance -4
Public transit -3
Snow removal -3
General City Hall 9 -
Reduced spending 7 -
Reduced salaries 5 -
Q5b. Which services should be reduced?
+Caution: Small base size
932012Citizen Surveys
Suggested Ways Of Funding Enhanced Level Of
Service
For services that residents would like the District to increase, the preference is to fund these enhancements via user fees
and to a lesser extent through increased taxes. Reducing other services to fund enhancements is an option only considered
by one-in-ten.
The small number advocating a reduction in services to fund enhancements most often mention reducing property
development and arts.
942012Citizen Surveys
Services Which Should Be Stopped
Q6. What other services, if any, that the District currently provides do you believe they should stop providing?
Total
2003*
Total
2006*
Total
2008*
Total
2012
Base:Total residents responding
Major Mentions Only
408%400%400%491%
% suggesting a service 6 7 8 13
Parks and recreation n/a 6 7 4
Street/ sidewalk/ cross walk maintenance n/a - -3
General City Hall n/a 3 4 2
Social (additional programs/ homeless shelters)n/a 72 24 1
Traffic control/ traffic flow/ road expansion n/a - -1
Environmental (recycling)n/a 16 2 -
Protective services n/a - 10 -
Overall, very few residents (13%) think the District should stop providing any particular services.
*2006 and 2008 services percentaged among those making a suggestion (2006 n=28) and (2008 n=29)
(2006 and 2008 base size extremely small, hence results should be viewed with caution)
952012Citizen Surveys
Services The District Currently Provides That It
Should Decrease/Reduce
Q7. What other services, if any, that the District currently provides do you believe they should provide less of?
Total
2003*
Total
2006*
Total
2008*
Total
2012
Base:Total residents responding
Major Mentions Only
408%400%400%488%
% suggesting a service 6 2 8 13
Beautification/ flowers/ landscaping n/a n/a -2
Arts n/a n/a -2
Recreation facilities/programs n/a n/a 8**1
Bylaw enforcement n/a n/a -1
Fire Department n/a n/a -1
Bicycle lanes n/a n/a -1
Parks/ trails n/a n/a 8**1
Library n/a n/a -1
Cultural events/ multi-culturalism n/a n/a -1
Consistent with earlier findings, the majority of Maple Ridge residents also do not want the District to provide less of any services that
they currently offer (only 13% make a suggestion for services that should be decreased/reduced).
2008 services percentaged among those making a suggestion (n=27)
(2008 base size extremely small, hence results should be viewed with caution) **2008 code wording: Parks and recreation
962012Citizen Surveys
Accessing District Services After Normal
Business Hours
Q8. Have you ever had the need or desire to access services from the Maple Ridge Municipal Hall and had been unable to obtain service because your call or visit was outside of
regular business hours?
Total
2003*
Total
2006*
Total
2008*
Total
2012
Base:Total residents responding 408%400%400%727%
Yes 15 17 15 9
Licensing and permits 27 30 47 2
Bylaws 10 11 11 2
Taxes 18 22 16 1
Public works/water maintenance/snow n/a n/a 14 1
Other/miscellaneous 37 1 13 3
Information 8 2 49 -
No 86 82 84 82
Don’t know - 1 -8
Generally consistent with past trends, the majority of Maple Ridge residents report that they have never had the need or desire to
access services from Maple Ridge Municipal Hall and had been unable to do so because their call or visit was outside of regular
business hours.
The small number of residents (9%) who have encountered this situation note that they were trying access licensing and permits,
bylaws or some other type of service.
*2003, 2006, and 2008 services percentaged among those who had the need to access (2003 n=62), (2006 n=71), (2008 n=55)
972012Citizen Surveys
Preferred Channel For After Hours Services
Q9. If the District were to make Municipal Hall services available outside normal business hours, through what means would you prefer to access this service?
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 408%400%400%736%
Through the internet 31 42 48 49
Over the telephone 39 42 41 32
In person visits to Municipal Hall 23 29 35 13
In person at another facility such as a library or leisure centre 5 16 21 12
Have no need to visit Municipal Hall outside normal business hours 19 4 2 30
If the District were to make Municipal Hall services available outside of normal business hours, residents would most prefer to access
them via the internet or telephone, which is in line with past trends. While preference for telephone access is equal across residents of
all ages, internet access is mainly preferred by those under 55 years of age.
However, 30% of residents say they have no need to visit Municipal Hall outside normal hours, this being particularly the case among
residents 55 and over (47% saying they do not have the need to visit Municipal Hall outside normal hours).
982012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 408%400%400%736%
Gender
Male 45 49 49 49
Female 55 51 52 51
Age
18-34 n/a 29 25 27
35-54 n/a 45 45 43
55+n/a 26 29 30
Prefer not to answer n/a - 1 -
Years Lived in Maple Ridge
Less than one year n/a 4 7 4
One to five years n/a 24 4 18
Six to ten years n/a 16 17 20
Eleven to twenty years n/a 28 15 26
More than twenty years n/a 27 57 32
992012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 408%400%400%736%
Employment Status
Employed for pay 69 64 52 54
Self-employed n/a n/a 14 12
Homemaker 7 6 7 9
Student 2 3 3 2
Retired 17 18 21 18
Unemployed 2 4 2 2
Prefer not to answer n/a n/a n/a 3
Employment Location (Among those employed for pay/self employed)453
Work in Maple Ridge n/a n/a 44 35
Work outside Maple Ridge n/a n/a 55 63
Sector Work In (Among those employed for pay/self employed) 453
Government n/a n/a 7 13
Retail n/a n/a 10 10
Manufacturing n/a n/a 8 9
Healthcare n/a n/a 10 9
Construction/trades n/a n/a n/a 8
Education n/a n/a 7 7
Finance or banking n/a n/a 6 6
Transportation n/a n/a n/a 6
Tourism or hospitality n/a n/a 2 3
Other business services n/a n/a n/a 3
High-tech n/a n/a 5 2
Other n/a n/a 45 19
Prefer not to answer n/a n/a n/a 5
1002012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Among those employed for pay/self-employed who are working outside of Maple Ridge n/a n/a 129%276%
Round-Trip Commute Time*
1 to 29 minutes n/a n/a 16 7
30 to 59 minutes n/a n/a 39 19
60 to 89 minutes n/a n/a 27 23
90 to 119 minutes n/a n/a 13 19
2 to 3 hours n/a n/a 1 24
3 to 4 hours n/a n/a 1 8
Don’t know n/a n/a 3 -
Average in minutes n/a n/a n/a 88.0
Main Mode of Transportation 129 278
Car (self-drive)n/a n/a 89 80
Car (car share)n/a n/a 4 9
Bus n/a n/a 1 2
Cycle n/a n/a n/a -
West Coast Express+n/a n/a n/a 8
Other n/a n/a 5 -
Prefer not to answer n/a n/a 2 1
*Question asked for one-way commute time in 2008
+Option added in 2012
1012012Citizen Surveys
Resident Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 408%400%400%736%
Education
Less than grade 12 6 9 8 5
Grade 12 graduation 31 23 20 15
Technical or vocational school n/a 11 7 19
Some college or university 35 17 20 19
University degree or college diploma 14 33 37 33
Post-graduate degree 9 5 8 5
Prefer not to answer 5 1 1 3
1022012Citizen Surveys
Household Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 408%400%400%736%
Home Tenure
Own 84 82 83 80
Rent 15 17 17 19
Prefer not to answer 1 1 1 2
Type of Home
Single-detached home 72 74 75 75
Semi-detached home (duplex/triplex)2 2 3 3
Townhouse/Condominium (Row house)15 16 14 10
Apartment 5 5 5 8
Suite in a house 3 2 3 2
Mobile home 1 1 --
Prefer not to answer 2 1 -2
Household Composition
Single with no children n/a 22 21 11
Single with children n/a 8 8 7
Couple with no children n/a 24 24 25
Couple with children n/a 46 45 51
Prefer not to answer n/a 1 1 6
1032012Citizen Surveys
Household Profile
Total
2003
Total
2006
Total
2008
Total
2012
Base:Total residents responding 408%400%400%736%
Number of People in Household
One n/a 12 14 9
Two n/a 25 27 31
Three n/a 22 23 21
Four or more n/a 40 35 39
Prefer not to answer n/a 1 --
Income
Less than $20,000 n/a 7 6 3
$20,000 to less than $35,000 n/a 10 7 8
$35,000 to less than $50,000 n/a 11 11 7
$50,000 to less than $65,000 n/a 10 12 9
$65,000 to less than $80,000 n/a 16 11 11
$80,000 to less than $100,000 n/a 12 13 14
$100,000 or more n/a 17 19 23
Prefer not to answer n/a n/a n/a 26
Nobody’s Unpredictable
Appendix
Resident ID:
[xxxxx]
[ADDRESS]
[CITY], BC
Canada
[POSTAL CODE]
YOUR HOUSEHOLD HAS BEEN SELECTED
TO HELP THE DISTRICT OF MAPLE RIDGE PLAN FOR THE FUTURE
Dear Resident,
The District of Maple Ridge invites you to participate in an important survey.The goal
of the survey is to understand the priorities, views and preferences of District residents. The
information will allow the District to make informed decisions about future direction and
service delivery.
Ipsos Reid,a leading research company, is recruiting households in the District to
complete the survey. Your household has been selected at random to represent your
community.All information will be kept completely confidential and only reported in
aggregate.
Please go to the online survey by typing the following website into your browser’s
address bar: SURVEY LINK INSERTED HERE.Please log on and fill in your survey
before January 31, 2012.
Your login for the survey is [xxxxx].
If you need assistance filling out the survey or want to request a paper version of the
survey with a postage-paid reply envelope, please call 1-800-717-1777 during regular
weekday business hours (9am-5pm).
As a selected household, your participation is important and appreciated. For completing
the survey you will be sent a $10 gift card for the region’s leading coffee chain.
I wish to thank you personally for taking part in this survey.
Yours truly,
Ernie Daykin,
Mayor
If you wish to verify the survey please call Laura Benson, Manager of Sustainability and Corporate
Planning at the District of Maple Ridge, 604 463 5221.
If you need assistance filling out the survey or want to request a paper copy with a postage-paid
reply envelope, please call 1-800-717-1777 during regular weekday business hours (9am-5pm)
1
DISTRICT OF MAPLE RIDGE
STRATEGIC PLAN 2012 TRACKING SURVEY
Introduction Screen
Thank you for participating in the District of Maple Ridge 2012 Strategic Plan survey. Your
input will help the District in its planning priorities and service improvements.
If you have any questions about this survey please contact Laura Benson, Manager of
Sustainability and Corporate Planning at the District of Maple Ridge at 604-463-5221.
If you have difficulties while completing the survey, please contact Ipsos Reid at 604-664-
2425 or 1-800-717-1777 between 9am and 5pm during weekdays for assistance.
Screener
QS1. Is anyone in your household an elected official of the District of Maple Ridge or an
employee of the District of Maple Ridge?
1. Yes THANK & TERMINATE MESSAGE
2. No
QS2. OMITTED
QS2b. You are:
1. Male
2. Female
QS3. Please indicate into which of the following categories your age falls.
1. Under 18 years THANK & TERMINATE MESSAGE
2. 18-24
3. 25-34
4. 35-44
5. 45-54
6. 55-64
7. 65 years or more
QS4. Do you reside in Maple Ridge?
1. Yes
2. No THANK & TERMINATE MESSAGE
3. Don’t Know
QS5. What are the first three letters of your postal code?
1. V2W
2. V2X
3. V4R
4. Other (specify)
5. Don’t Know
QS5b. Omitted
2
IF QS4=NO AND QS5=OTHER OR DON’T KNOW THEN THANK AND TERMINATE
MESSAGE
Open Government
Q1. Which of the following statements best describes your level of interest in how
Maple Ridge is governed at the local level?
1. I prefer to be left alone
2. I only want information
3. I want information and an opportunity to be heard
4. I want to be involved in making recommendations
5. Don’t Know
Q2. In your opinion, does Maple Ridge Council do a very good, good, poor or very
poor job at listening to residents when making decisions?
1. Very good job GO TO Q4
2. Good GO TO Q4
3. Poor
4. Very poor job
5. Don’t Know GO TO Q4
Q3. Why do you say that the District Council is doing a poor or very poor job?Please
type in your reasons below
Q4. An open municipal government can be described as one in which residents are
given ample opportunity to voice their opinions on a wide range of municipal
issues and in which substantial effort is made to communicate with residents
about the business of government.
Given this definition, would you agree or disagree that the District of Maple Ridge
is an open government?
1. Agree strongly
2. Agree somewhat
3. Neither agree or disagree
4. Disagree somewhat
5. Disagree strongly
[Q5 & 6 SHOULD BE ONE PAGE]
Q5. In your opinion, does the District of Maple Ridge offer residents sufficient
opportunity to voice their opinions on local, municipal issues?
1. Yes
2. No
3. Don’t Know
Q6. In your opinion, does the District of Maple Ridge offer residents sufficient
opportunity to be involved in the business of local government?
1. Yes
2. No
3. Don’t Know
3
Q7a. Did you vote in the 2011 municipal election held in November?
1. Yes GO TO Q8
2. No
3. Rather not say GO TO Q8
Q7b. Why didn't you vote in the election?Please type in your reasons below
What Does Maple Ridge Want to Be and How Do We Achieve It
Q8. Overall, how satisfied are you with the quality of life in Maple Ridge?
1. Very satisfied
2. Somewhat satisfied
3. Neither satisfied or dissatisfied
4. Somewhat dissatisfied
5. Very dissatisfied
Q9. What do you like best about living in Maple Ridge?[ALLOW UP TO 5
RESPONSES]
Please type in your responses below
Q10. What do you like least about living in Maple Ridge?[ALLOW UP TO 5
RESPONSES]
Please type in your responses below
Issues Facing Maple Ridge Today
Q11. Overall, what do you think are the three most pressing issues facing the
community of Maple Ridge today, beginning with the single most important issue?
Please type in your three issues below [3 SEPARATE TEXT BOXES ARE
NEEDED]
Q12. Overall, would you say you are satisfied or dissatisfied with the way issues are
being addressed in Maple Ridge?
1. Very satisfied
2. Somewhat satisfied
3. Neither satisfied nor dissatisfied
4. Somewhat dissatisfied
5. Very dissatisfied
6. Don’t Know
Q13. Please explain, in general terms, the type of community you would like to see
Maple Ridge become in the future. Can you give a brief description of what your
vision of an ideal Maple Ridge looks like?Please type in your description below
4
Q14. Over the next 15 to 20 years, the population of Maple Ridge will substantially
increase in size. Thinking about the interests and needs of your family and the sort
of community that you would like to see Maple Ridge develop into over that time,
please indicate if the following possible actions are of low, medium or high priority
to you.
1. Low priority
2. Medium priority
3. High priority
4. Don’t Know
Q15. Then, thinking of the same issues, please indicate if you think the District of Maple
Ridge is taking the right direction, the wrong direction or if you are unaware of
their direction on that issue.
1. Right direction
2. Wrong direction
3. Unaware
4. Don’t Know
[RANDOMIZE LIST FROM A TO Q]
a. Promoting development of the downtown core into a vibrant social,
recreational and commercial area.
b. Encouraging industrial development within Maple Ridge.
c. Encouraging commercial development within Maple Ridge.
d. Pursuing public transit improvements within Maple Ridge.
e. Improving automobile transportation networks within Maple Ridge.
f. Improving pedestrian access with walkways, sidewalks and paths.
g. Improving bicycle routes within Maple Ridge
h. Pursuing public transit improvements between Maple Ridge and other areas.
i. Improving automobile transportation networks between Maple Ridge and
other areas.
j. Ensuring that Maple Ridge maintains its rural character.
k. Developing festivals and special events within the District.
l. Identifying and protecting environmental features and areas that require
special recognition and management.
m. Improving opportunities for social contact in neighbourhoods.
n. Improving access to neighbourhood level services like convenience stores,
neighbourhood parks, schools, day care, etc.
o. Addressing issues of homelessness
p. Ensuring affordable housing for all citizens
q. Attracting high value local jobs
[SET Q14 AND 15 UP AS A GRID WITH THE RESPONSE OPTIONS ACROSS THE TOP
AS COLUMN HEADINGS AND THE STATEMENTS FROM A to Q AS ROWS.
5
Communication
[Q16 & 17 SHOULD BE ONE PAGE]
Q16 How satisfied are you with the amount of information you receive from the District
of Maple Ridge?
1. Very satisfied
2. Somewhat satisfied
3. Neither satisfied nor dissatisfied
4. Somewhat dissatisfied
5. Very dissatisfied
Q17. How satisfied are you with the type of information you receive from the District of
Maple Ridge?
1. Very satisfied
2. Somewhat satisfied
3. Neither satisfied nor dissatisfied
4. Somewhat dissatisfied
5. Very dissatisfied
Q18. Which of the following types of information would you like to receive from the
District of Maple Ridge on a regular basis?[RANDOMIZE LIST FROM A TO H]
1. Yes
2. No
3. Don’t Know
a. Council minutes, agenda, and information
b. Calendar of municipal events and meetings
c. Information about bylaws, zoning regulations, and so on
d. Vision and strategic plans
e. Budget and financial plans
f. A review of what the District said it was going to do and what it has actually
done
g. Information about changes to municipal taxes
h. Information about capital expenditures
[PUT LAST ON SAME PAGE]
i. If there are other types of information you would like to receive, please list
them here or type NO
Q19a&b. OMITTED (NOW Q18i)
6
Q20. Which of the following is the single best way for the District to communicate with
you?[RANDOMIZE LIST FROM 1 TO 10. ONE RESPONSE ONLY]
1. Newspaper announcements
2. Newsletters mailed to your home
3. The District's website
4. Newsletters emailed to you
5. An RSS Feed you subscribe to on your computer
6. Notices or newsletters in civic buildings such as recreation centres, city hall,
libraries and so on
7. Town hall meetings
8. Council meetings
9. Public information meetings
10. Social media (such as Facebook or Twitter)
[ALWAYS SHOW LAST:]
11. Other (please specify)Please type in your response
12. Don’t Know
Q21. And now, thinking about ways of participating in the planning of, or offering
opinions about, the District’s future, do you imagine yourself doing any of the
following activities:[RANDOMIZE LIST FROM A TO G]
1. Yes
2. No
3. Maybe
4. Don’t Know
a. Writing a letter
b. Phoning with your ideas
c. Offering your comments on a website
d. Participating in mail-in or web-based surveys
e. Attending a public meeting
f. Participating in neighbourhood planning groups
g. Emailing the District
h. Social media (such as Facebook or Twitter)
[ALWAYS SHOW LAST:]
i. Other (please specify)Please type in your responses
Internet Usage
[DO NOT ASK Q22a FOR ONLINE RESPONDENTS, SIMPLY RECORD AS A “YES”]
Q22a. Do you have access to the internet?
1. Yes
2. No GO TO Q24
7
Q22b. Is your most commonly used internet access at…[ONE RESPONSE ONLY]
1. Home
2. Work
3. Library
4. School
5. Through a mobile device (e.g. cell phone)
6. Other (please specify)Please type in your response
Q22c. OMITTED
Q23. Have you ever obtained information from the District of Maple Ridge's website?
1. Yes
2. No
Q24. Do you think that the Internet is an appropriate means of communicating and/or
offering services to area residents?
1. Yes
2. No GO TO Q27
3. Don’t Know GO TO Q27
Q25. There are a number of services that the District currently does or could offer online
to residents. For each of the following services, please indicate if having that
District service available online is of low, medium or high priority to you.
[RANDOMIZE LIST FROM A TO H]
1. Low priority
2. Medium priority
3. High priority
4. Don’t Know
a. Pay for such things as permits, licences, tax certificates, parking tickets
b. Reserve and pay for facility rentals
c. Complete and submit applications for permits
d. Track development review and building permit progress
e. Access property tax accounts
f. Participate in discussion groups on strategies and issues
g. Pay for and download zoning and civic address maps
h. Submit applications for volunteer postings
[PUT LAST ON SAME PAGE:]
i. Are there any other municipal services you think the District should make
available online (please specify)Please type in your responses
Q26a&b. OMITTED (Now Q25i)
8
Q27. How likely are you to use the internet in the future to obtain information or use
services from the District?
1. Very likely
2. Somewhat likely
3. Somewhat unlikely
4. Very unlikely
5. Don’t Know
Demographics
Finally here are some basic questions to make sure all types of residents are represented.
Please be assured that all of the information you provide will remain completely confidential
and will only be used for classification purposes.
Q28. How long have you lived in Maple Ridge?
Enter number of years
Enter 0 for less than 1 year
DEMO ORDER AND CONTENT AMENDED TO MATCH CITIZEN SAT SURVEY
Q29. Do you own or rent your home?
1. Own
2. Rent
3. Prefer Not to Answer
Q30. Is your home a...?
1. Single-detached home
2. Semi-detached home (duplex/triplex)
3. Townhouse/Condominium (Row house)
4. Apartment
5. Suite in a house
6. Mobile home
7. Prefer Not to Answer
Q31a. What is your current employment status?
1. Employed for pay
2. Self-employed
3. Homemaker GO TO Q32
4. Student GO TO Q32
5. Retired GO TO Q32
6. Unemployed GO TO Q32
8. Prefer Not to Answer GO TO Q32
Q31b. Do you?
1. Work in Maple Ridge GO TO Q31E
2. Work outside Maple Ridge
3. Prefer Not to Answer GO TO Q31E
9
Q31c On an average day, what is your average commute time based on a round trip to
your usual place of work and back home?
Please enter the average number of minutes for a round trip to your work and back
home.
Q31d. What is your main mode of transport?
1. Car (self-drive)
2. Car (car share)
3. Bus
4. West Coast Express
5. Cycle
6. Other (please specify)Type in your response
Q31e. And what sector do you work in?
1. Finance or banking
2. Education
3. Retail
4. Manufacturing
5. Healthcare
6. Tourism or hospitality
7. Film industry
8. High-tech
9. Government
10. Other (please specify)Type in your response
11. Prefer Not to Answer
Q32. Which of the following best describes your current living situation?
1. Single with no children
2. Single with children
3. Couple with no children
4. Couple with children
5. Other (specify)
6. Prefer Not to Answer
Q33. Including yourself, how many people live in your household?
Enter in number of people
Q34. What is the highest level of education that you have had the opportunity to complete?
1. Less than Grade 12
2. Grade 12 graduation
3. Technical or vocational school
4. Some college or university
5. University degree or college diploma
6. Post-graduate degree
7. Prefer Not to Answer
10
Q35. Which of the following categories best describes your total annual household income
before taxes?
1. Less than $20,000
2. $20,000 to less than $35,000
3. $35,000 to less than $50,000
4. $50,000 to less than $65,000
5. $65,000 to less than $80,000
6. $80,000 to less than $100,000
7. $100,000 or more
8. Don’t Know
9. Prefer Not to Answer
Thank you very much for your cooperation. We appreciate your participation in this
survey
11
[MESSAGE FOR ONLINE RESPONDENTS]
Please enter your email address in the space below so we can send you your electronic
coffee card
If you do not have access to a printer, please indicate below and provide your name and full
mailing address. We will send your $10 coffee card via regular mail.
Please be assured that your name and email address will only be used to send your coffee
card and will not at all be associated with your survey responses. If you prefer not to give out
your name, the coffee card will be addressed to "participant".
(Please allow up to 6 weeks for your $10 coffee card to arrive either by email or
regular mail)
My email address is:please enter your email address here
OR
I would like my coffee card mailed to me:please enter your name and full mailing
address below
First name:
Last name:
Address:
City
Province
Postal Code:
[MESSAGE FOR PAPER SURVEY RESPONDENTS]
Please enter your name and mailing address in the space below so we can send you your
coffee card
Please be assured that your name/mailing address will only be used to send your coffee
card and will not at all be associated with your survey responses.
(Please allow up to 6 weeks for your $10 coffee card to arrive by regular mail)
Please enter your name and full mailing address below
First name:
Last name:
Address:
City: Maple Ridge
Province: BC
Postal Code:
If you’re interested in keeping informed about community programs, events,
construction projects, or highlights of Council discussions, subscribe to District of
Maple Ridge electronic newsletters. Click here to subscribe, or “exit” to leave the
survey. Thank you again.
http://www.mapleridge.ca/EN/main/municipal/newsletters/newsletters/subscribe.html
1
DISTRICT OF MAPLE RIDGE
CITIZEN SATISFACTION 2012 TRACKING SURVEY
Introduction Screen
Thank you for participating in the District of Maple Ridge 2012 Citizen Satisfaction survey.
Your input will help the District in planning priorities and service improvements.
If you have any questions about this survey please contact Laura Benson, Manager of
Sustainability and Corporate Planning at the District of Maple Ridge at 604-463-5221.
If you have difficulties while completing the survey, please contact Ipsos Reid at 604-664-
2425 or 1-800-717-1777 between 9am and 5pm during weekdays for assistance.
Screener
QS1.Is anyone in your household an elected official of the District of Maple Ridge or an
employee of the District of Maple Ridge?
1. Yes THANK & TERMINATE MESSAGE
2.No
QS2. OMITTED
QS2b. You are:
1. Male
2. Female
QS3. Please indicate into which of the following categories your age falls.
1. Under 18 years THANK & TERMINATE MESSAGE
2. 18-24
3. 25-34
4. 35-44
5. 45-54
6. 55-64
7. 65 years or more
QS4. Do you reside in Maple Ridge?
1. Yes
2. No THANK & TERMINATE MESSAGE
3. Don’t Know
QS5.What are the first three letters of your postal code?
1. V2W
2. V2X
3. V4R
4. Other (specify)
5. Don’t Know
QS5b. Omitted
2
IF QS4=NO AND QS5=OTHER OR DON’T KNOW THEN THANK AND TERMINATE
MESSAGE
Main Questionnaire
Q1. How long have you lived in Maple Ridge?
Enter number of years
Enter 0 for less than 1 year
QT1. The following is a list of services that the District currently provides. First, please rate
how important each service is to you, using a scale of 1 to 5, where 1 is not at all
important, 2 is not important, 3 is neither unimportant nor important, 4 is important and 5 is
very important.
QT2. Next, rate the current level of service that the District provides for each. Use a
scale of 1 to 5 where 1 is very poor, 2 is poor, 3 is neither poor nor good, 4 is good and 5 is
very good.
[RANDOMIZE ORDER OF SECTIONS AND RANDOMIZE SERVICES WITHIN EACH
SECTION]
How important is this service to
you?
Rate the current level of
service the District
provides.1=Notimportantatall2=Notimportant3=Neitherunimportantnotimportant4=Important5=VeryImportantDon’tKnow1=Verypoor2=Poor3=Neitherpoornorgood4=Good5=VeryGoodDon’tknowProtective Services
Regular fire inspections of public buildings
and apartments
Fire and safety education to children and
adults
Guaranteed level of fire response to
emergency calls
Disaster (earthquake, flood) preparedness
and response
Targeting property crime offences (such as
auto theft and break & enters)
Focusing on youth issues
Zero tolerance approach to impaired driving
Dismantling marijuana grow operations
Economic Development
Attracting new businesses to the District
Promoting tourism
Licensing and regulating businesses
Services to Neighbours and Neighbourhoods
Regulating or restricting what types of
buildings can be built in specific areas of the
District
Regulating the physical appearance of new
buildings
Advice to public on building/construction
matters
3
How important is this service to
you?
Rate the current level of
service the District
provides.1=Notimportantatall2=Notimportant3=Neitherunimportantnotimportant4=Important5=VeryImportantDon’tKnow1=Verypoor2=Poor3=Neitherpoornorgood4=Good5=VeryGoodDon’tknowInspecting buildings that are under
construction/renovation
Maintaining building records and drawings
Responding to property complaints (noise or
unsightly premises)
Assisting neighbours to resolve disputes
(such as location of fences or sheds, trees
infringing on adjacent property)
Regulating secondary suites
Enforcing parking regulations
Parks and Recreation
Beautifying Maple Ridge (plants, flowers and
landscaping)
Outdoor recreation spaces (parks, playing
fields and trails)
Indoor recreational facilities (gymnasiums
and swimming pools)
Recreation and cultural programmes
Cultural facilities (theatres, museums and
libraries)
Supporting community groups that provide a
non-profit arts, culture, recreation or sport
service
Parks and leisure programs and facilities are
inclusive and accessible
Streets and Utilities
Smooth traffic flow so that it is easy to get
around Maple Ridge
Roads that are flat, smooth and pothole free
Effective snow and ice removal from streets
Accessible, safe and effective pedestrian
system (sidewalks, walkways, and trails) to
get around Maple Ridge
Street lighting
Street name signage
Safe drinking water
Safe and reliable sewage collection
Reliable drainage of rain water
Environmental Services
Protecting streams, rivers and other
environmentally sensitive areas
Curbside recycling
Recycling depot
Budget and Taxes
Preparing and publishing financial
documents (annual budget, 5 year plan, etc.)
Involving citizens in the development of
annual business plans and budgets
Q3a/b. AMALGAMATED INTO ONE QUESTION (Q3)
4
Q3. What other services, if any, that the District does not currently provide, do you
think should be provided by your local government?Please type in your responses
below
[ALLOW FOR UP TO 5 RESPONSES]
[EXCLUSIVE CODE:]
99. None
Q3c How would you fund these service(s)?[ASK FOR EACH SERVICE GIVEN IN Q3]
1. Increased taxes GO TO Q4
2. User fees GO TO Q4
3. Reduce other services
4. Other funding methods (please specify)Type in your response GO TO Q4
5. Don’t Know GO TO Q4
[SET Q3 AND Q3C AS A GRID WITH SERVICES AS ROWS DOWN THE LEFT SIDE AND
FUNDING OPTIONS AS COLUMN HEADS ACROSS THE TOP]
Q3d Which services should be reduced?
[ALLOW FOR UP TO 5 RESPONSES]
[EXCLUSIVE CODE:]
99. None
Q4a/b. AMALGAMATED INTO ONE QUESTION (Q4)
Q4 What services, if any, should the District provide more of?
[ALLOW FOR UP TO 5 RESPONSES]
[EXCLUSIVE CODE:]
99. None
Q5a How would you fund this enhanced level of service(s)?[ASK FOR EACH SERVICE
GIVEN IN Q4]
1. Increased taxes GO TO Q6
2. User fees GO TO Q6
3. Reduce other services
4. Other funding methods (please specify)Type in your response GO TO Q6
5. Don’t Know GO TO Q6
[SET Q4 AND Q5a AS A GRID WITH SERVICES AS ROWS DOWN THE LEFT SIDE AND
FUNDING OPTIONS AS COLUMN HEADS ACROSS THE TOP]
Q5b Which services should be reduced?
[ALLOW FOR UP TO 5 RESPONSES]
[EXCLUSIVE CODE:]
99. None
Q6a/b. AMALGAMATED INTO ONE QUESTION (Q6)
5
Q6 What other services, if any, that the District currently provides do you believe they should stop
providing?[ALLOW FOR UP TO 5 RESPONSES]
[EXCLUSIVE CODE:]
99. None
Q7a/b. AMALGAMATED INTO ONE QUESTION (Q7)
Q7 What other services, if any, that the District currently provides do you believe they should
provide less of?[ALLOW FOR UP TO 5 RESPONSES]
[EXCLUSIVE CODE:]
99. None
Q8a/b. AMALGAMATED INTO ONE QUESTION (Q8)
Q8. Have you ever had the need or desire to access services from the Maple Ridge
Municipal Hall and been unable to obtain service because your call or visit was
outside of regular business hours?
1. Yes (please specify the service(s) you were attempting to access)Please
type in the services
2. No
3. Don’t Know
Q9. If the District were to make Municipal Hall services available outside normal business
hours, through what means would you prefer to access this service?Please select all
that apply.[ALLOW FOR MULTIPLE MENTIONS]
1. Over the telephone
2. Through the internet
3. In person at another facility such as the library or leisure centre
4. In person visits to Municipal Hall
5. Other
[CODE 6 IS MUTUALLY EXCLUSIVE]
6. Have no need to visit Municipal Hall outside normal business hours
Demographics
Finally, here are some basic questions to make sure all types of residents are represented.
Please be assured that all of the information you provide will remain completely confidential
and will only be used for classification purposes.
Q10. OMITTED (Now QS3)
Q11. Do you own or rent your home?
1. Own
2. Rent
3. Prefer Not to Answer
6
Q12. Is your home a...?
1. Single-detached home
2. Semi-detached home (duplex/triplex)
3. Townhouse/Condominium (Row house)
4. Apartment
5. Suite in a house
6. Mobile home
7. Prefer Not to Answer
Q13a. What is your current employment status?
1. Employed for pay
2. Self-employed
3. Homemaker GO TO Q14
4. Student GO TO Q14
5. Retired GO TO Q14
6. Unemployed GO TO Q14
7. Prefer Not to Answer GO TO Q14
Q13b. Do you?
1. Work in Maple Ridge GO TO Q13E
2. Work outside Maple Ridge
3. Prefer Not to Answer GO TO Q13E
Q13c On an average day, what is your average commute time based on a round trip to
your usual place of work and back home?
Please enter the average number of minutes for a round trip to your work and back
home
Q13d. What is your main mode of transport?
1. Car (self-drive)
2. Car (carpool)
3. Bus
4. Westcoast Express
5. Cycle
6. Other (please specify)Type in your response
Q13e. And what sector do you work in?
1. Finance or banking
2. Education
3. Retail
4. Manufacturing
5. Healthcare
6. Tourism or hospitality
7. Film industry
8. High-tech
9. Government
10. Other (please specify)Type in your response
11. Prefer Not to Answer
7
Q14. Which of the following best describes your current living situation?
1. Single with no children
2. Single with children
3. Couple with no children
4. Couple with children
5. Other (specify)
6. Prefer Not to Answer
Q15. Including yourself, how many people live in your household?
Enter in number of people
Q16. What is the highest level of education that you have had the opportunity to complete?
1. Less than Grade 12
2. Grade 12 graduation
3. Technical or vocational school
4. Some college or university
5. University degree or college diploma
6. Post-graduate degree
7. Prefer Not to Answer
Q17a-c. AMALGAMATED INTO ONE QUESTION (Q17)
Q17. Which of the following categories best describes your total annual household income
before taxes?
1. Less than $20,000
2. $20,000 to less than $35,000
3. $35,000 to less than $50,000
4. $50,000 to less than $65,000
5. $65,000 to less than $80,000
6. $80,000 to less than $100,000
7. $100,000 or more
8. Don’t Know
9. Prefer Not to Answer
Thank you very much for your cooperation. We appreciate your participation in this
survey.
8
[MESSAGE FOR ONLINE RESPONDENTS]
Please enter your email address in the space below so we can send you your electronic
coffee card
If you do not have access to a printer, please indicate below and provide your name and full
mailing address. We will send your $10 coffee card via regular mail.
Please be assured that your name and email address will only be used to send your coffee
card and will not at all be associated with your survey responses. If you prefer not to give out
your name, the coffee card will be addressed to "participant".
(Please allow up to 6 weeks for your $10 coffee card to arrive either by email or
regular mail)
My email address is:please enter your email address here
OR
I would like my coffee card mailed to me:please enter your name and full mailing
address below
First name:
Last name:
Address:
City
Province
Postal Code:
[MESSAGE FOR PAPER SURVEY RESPONDENTS]
Please enter your name and mailing address in the space below so we can send you your
coffee card
Please be assured that your name/mailing address will only be used to send your coffee
card and will not at all be associated with your survey responses.
(Please allow up to 6 weeks for your $10 coffee card to arrive by regular mail)
Please enter your name and full mailing address below
First name:
Last name:
Address:
City: Maple Ridge
Province: BC
Postal Code:
If you’re interested in keeping informed about community programs, events,
construction projects, or highlights of Council discussions, subscribe to District of
Maple Ridge electronic newsletters. Click here to subscribe, or “exit” to leave the
survey. Thank you again.
http://www.mapleridge.ca/EN/main/municipal/newsletters/newsletters/subscribe.html
12012 Citizen Surveys
3
3.5
4
4.5
5
2.5 3 3.5 4 4.5ImportanceMeanScore
Satisfaction Mean Score
Maintaining Building Records
Regulating Secondary Suites
Disaster PreparednessFocusing On
Youth Issues
Supporting
Community Groups Street Name Signage
Reliable Drainage of
Rain Water
Overall Perceptual Map Analysis
Regulating/ Restricting
Types of Buildings that
Can Be Built
Regulating Physical
Appearance of New
Buildings
Inspecting Buildings that
are Under Construction
Responding to
Property Complaints
Assisting Neighbours to
Resolve Disputes
Higher importance/Lower satisfaction
Lower importance/Lower satisfaction
Higher importance/Higher satisfaction
Lower importance/Higher satisfaction
Advice to Public on Building/
Construction Matters
Enforcing Parking
Regulations
Important
Neither
Important Nor
Unimportant
Neither Good Nor Poor Good
Very Important
Regular Fire
Inspections
Fire and Safety
Education
Guaranteed Level of
Fire Response
Zero Tolerance to
Impaired Driving
Targeting
Property Crime
Dismantling
Marijuana Grow-Ops
Licensing and
Regulating Business
Promoting Tourism
Attracting New
Business
Beautifying Maple
Ridge
Indoor Recreational
Facilities
Cultural Facilities
Parks and Leisure Programs
and Facilities are Inclusive
and Accessible
Recreation and
Cultural Programs
Outdoor Recreation
SpacesRoads are Flat, Smooth and
Pot-Hole Free
Effective Snow/Ice
Removal
Street Lighting
Safe Drinking Water
Safe and
Reliable Sewage
CollectionAccessible, Safe and Effective
Pedestrian System
Smooth Traffic Flow
Protecting Streams,
Rivers and Other
Environmentally Sensitive
Areas Recycling Depot
Curb-Side Recycling
Preparing and Publishing
Financial DocumentsInvolving Citizens
Note: This map has been rescaled to reflect the average importance and satisfaction scores
Protective Services
Neighbours and Neighbourhoods
Economic Development
Budget and Taxes
Streets And Utilities
Environmental Services
Parks and Recreation