1. Banister Research and Consulting Inc. 2014 Citizen Satisfaction Survey February 13, 2014

2. Banister Research and Consulting Inc. Study Background The findings from this survey provide insight into the perceptions and opinions of Airdrie residents across a number of issues including: Overall quality of life in the City including an assessment of how well the City is managed; Satisfaction with, and importance of, various services and facilities offered; Value of property taxes, including perceptions on quality of service received; Safety; and Contact and communication with City employees The following outlines the findings for the 2014 City of Airdrie Citizen Satisfaction Survey

3. Banister Research and Consulting Inc. 3 * Previous years: n=400, except 2013, which was n=407 Most Important Issues Facing the City of Airdrie

4. Banister Research and Consulting Inc. Quality of Life 4 n=400-407 Base: Respondents who were satisfied (4 or 5 out of 5) and provided a valid response

5. Banister Research and Consulting Inc. Level of Satisfaction with Services 5 n=282-406 Base: Excluding "don't know" responses

6. Banister Research and Consulting Inc. 6 n=282-406 Base: Excluding "don't know" responses Level of Satisfaction with Services

7. Banister Research and Consulting Inc. 7 Respondent Contact with City Services

8. Banister Research and Consulting Inc. 8 Importance of City Services by Respondent Contact

9. Banister Research and Consulting Inc. 9 Satisfaction of City Services by Respondent Contact

10. Impact Analysis Overall Satisfaction versus Importance Banister Research and Consulting Inc. 10 1. RCMP 2. Airdrie Fire 3. Airdrie Transit 4. Garbage Collection Service 5. Recycling Programs 6. Municipal Enforcement 7. Genesis Place Recreation 8. Outdoor recreation 9. City Website/Online Services 10. Summer road maintenance 11. Winter snow and ice control 12. Parks, pathways, and open spaces 13. Ron Ebbesen/Plainsmen Arena 14. Public Library 15. Bert Church Theatre 16. Chinook Winds Park

11. Importance versus Satisfaction Primary areas of improvement included: Recycling programs; and Winter snow and ice control. “Key Strengths” included: RCMP; Airdrie Fire; Garbage collection services; Genesis Place Recreation & Wellness Centre; Outdoor recreation; and Parks, pathways, and open spaces. Banister Research and Consulting Inc. 11

12. Banister Research and Consulting Inc. Safety in the City of Airdrie 12

13. Banister Research and Consulting Inc. City of Airdrie Tax Issues Perceived Value of Tax Dollars 13

14. Banister Research and Consulting Inc. Funding Priorities* (All mentions) 14

15. Banister Research and Consulting Inc. Tax Strategy Support* 15

16. Banister Research and Consulting Inc. Contact with City of Airdrie Employees 16 *Previous survey years; n=400, except 2013, which was n=407

17. Banister Research and Consulting Inc. Method of City Employee Contact 17

18. Banister Research and Consulting Inc. Reason for Contact 18

19. Banister Research and Consulting Inc. Satisfaction with Customer Service 19

20. Banister Research and Consulting Inc. Was the customer service you received…? 20

21. Banister Research and Consulting Inc. Ratings of City Staff Across a Number of Measures* 21

22. Banister Research and Consulting Inc. Ratings of City Staff Across a Number of Measures (cont’d)* 22

23. Banister Research and Consulting Inc. Main Source of Information 23 n=400-407

24. Banister Research and Consulting Inc. Most Effective Methods of Distributing Information* 24

25. Banister Research and Consulting Inc. Citizen Satisfaction Index Overall Citizen Satisfaction Index is 3.81 out of 5.00 for 2014.

26. Banister Research and Consulting Inc. Questions? 26