CC SR 20201117 E - Customer Satisfaction Survey
CITY COUNCIL MEETING DATE: 11/17/2020
AGENDA REPORT AGENDA HEADING: Consent Calendar
AGENDA TITLE:
Consideration and possible action to finalize questions for a citizen satisfaction survey.
RECOMMENDED COUNCIL ACTION:
(1) Approve the final list of questions for a citizen satisfaction survey; and
(2) Approve the proposed budget for raffle prizes.
FISCAL IMPACT: Costs associated with the printing and distribution, including
postage, and raffle prizes of a resident survey may be up to
$23,000.
Amount Budgeted: $23,000
Additional Appropriation: N/A
Account Number(s): 101-400-1420-5103 ($12,000) (General Fund – Community Outreach/Printing & Binding)
101-400-1420-4311 ($7,300) (General Fund – Community Outreach/Postage)
101-400-1420-4901 ($3,700) (General Fund – Community Outreach/Misc./Other Expenses)
ORIGINATED BY: Megan Barnes, Senior Administrative Analyst
Jesse Villalpando, Senior Administrative Analyst
REVIEWED BY: Karina Bañales, Deputy City Manager
APPROVED BY: Ara Mihranian, AICP, City Manager
ATTACHED SUPPORTING DOCUMENTS:
A. Revised draft survey questions (page A-1)
B. November 4, 2020 staff report (page B-1)
BACKGROUND:
On November 4, Staff presented the City Council with a list of draft questions and a
distribution plan for a citizen satisfaction survey in support of City Council Goal No. 66.
For background, see the November 4 staff report (Attachment B).
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That evening, the City Council provided Staff with overall feedback, including direction
to bring back a revised list of questions totaling no more than five pages and to conduct
a standalone mailing, rather than inserting the survey in the winter 2020 City newsletter.
Staff was also directed to bring back a proposed budget for raffle prizes to incentivize
public participation. In the days following the meeting, individual City Council members
shared more specific feedback and suggested edits with Staff.
Tonight’s report contains both a revised list of questions and a proposed budget for
raffle prizes.
Revised Survey Questions
Staff has reduced the number of questions by more than half to 41, totaling 10 pages
(or five double-sided pages). Questions were deleted based on direction from the City
Council, redundancy, ambiguity, and whether they were likely to generate action items.
Staff has limited the number of questions with open-ended response fields because
they will add significantly to the amount of time spent entering print responses into the
online survey.
Staff worked with the City’s Americans with Disabilities Act (ADA) consultant to reduce
the ADA/Accessibility category to two essential questions needed for an update of the
City’s ADA Transition Plan and Self-Evaluation. This section was also moved toward the
end of the survey.
Staff worked with Mayor Pro Tem Alegria on revisions to the section dedicated to
questions about sustainability and conservation.
Based on City Council direction, the print survey will be mailed to all RPV residences in
the first week of January, after the holiday season has ended. The online survey link will
go live once it is available, likely in mid-December. The deadline for responses will be
January 31. Staff will publicize the survey once the link goes live but will ramp up
promotion when the print version is mailed. A blurb will be included in the winter 2020
City newsletter advising readers to check rpvca.gov/survey for the online survey link
and their mailboxes for the print version in January.
To prevent multiple survey entries from the same respondent (and multiple raffle
entries), both the online and print surveys will require respondent s to provide a home
address. This way, Staff will be able to detect a high number of responses coming from
the same address. Additionally, SurveyMonkey will enable Staff to detect a high number
of responses coming from the same IP address.
Raffle Prizes
For raffle prizes, Staff proposes a budget of up to $1,000 to purchase as many as 40,
$25 gift cards to a variety of RPV small businesses (restaurants, retail shops, salons,
etc.). This would not only encourage survey participation, but would support local
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businesses impacted by the COVID-19 pandemic. Winners will be drawn at random and
announced weekly on social media throughout the survey response window. They will
be required to provide proof of RPV residency (government-issued ID or utility bill).
Cost Breakdown
The estimated cost of mailing a five-page, double-sided survey to 14,500 households in
the City and offering the online survey using SurveyMonkey’s Team Premier plan is
expected to total approximately $21,725, plus the cost of return postage. As a reminder,
the City would only be billed by the Post Office for surveys that are mailed back. A
detailed breakdown of costs is included below.
Survey Cost Breakdown
Printing $10,775
Postage $7,250
SurveyMonkey Subscription $2,700
Raffle Prizes $1,000
Total: $21,725
CONCLUSION:
Staff recommends the City Council consider the information in this report and:
1) Approve the final list of questions for a citizen satisfaction survey; and
2) Approve the proposed budget for raffle prizes.
ALTERNATIVES:
In addition to the Staff recommendation, the following alternative actions are available
for the City Council’s consideration:
1) Direct Staff to add, delete, or modify questions and categories and return to
the City Council at the December 1, 2020 meeting.
2) Take other action, as deemed appropriate.
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RPV Citizen Satisfaction Survey
The City of Rancho Palos Verdes wants to hear your feedback, community
concerns and priorities. Please return your completed survey via mail in the
attached prepaid envelope addressed to City Hall or take the survey online at
[survey link]. You can also access the link by scanning the QR code to the right with
the camera or QR code scanner on your smartphone or tablet. Surveys must be
postmarked or completed online by January 31, 2021. (You are not required to
answer every question, but more feedback helps the City. To prevent multiple
submissions from the same respondent and to be notified if you are a raffle prize
winner, a home address is required.)
If you would like to request additional print surveys for members of your household , or a survey in
another language, please contact Senior Administrative Analyst Jesse Villalpando at
jvillalpando@rpvca.gov or 310-544-5209.
(Required) Please provide your home address: ________________________________
General Questions
1. How would you rate the overall quality of life in Rancho Palos Verdes?
Very Poor Poor Fair Good Excellent
□ □ □ □ □
2. In the last few years, do you think the quality of life in Rancho Palos Verdes has gotten better,
gotten worse, or stayed about the same?
Far Worse Worse Stayed About
the Same Better Far Better
□ □ □ □ □
3. Please rate the overall condition of the City’s public infrastructure (streets, sidewalks, medians,
traffic signs and signals, etc.):
Very Poor Poor Fair Good Excellent
□ □ □ □ □
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Page 2 of 10
4. What do you think are the most serious issues facing the residents of Rancho Palos Verdes
that you would like to see the City do something about? Select all that apply.
□ COVID-19 pandemic
□ Quality of life
□ Conservation/open space
preservation
□ Housing/zoning/development
laws
□ Lack of affordable housing
□ Environment/sustainability
□ Portuguese Bend Landslide
□ Impacts to neighborhoods of
visitors to parks and trails
□ Wildfire prevention/
emergency preparedness
□ Traffic safety
□ Crime
□ Pension liability
□ Overhead power lines
□ Coyotes
□ Street beautification
□ Economic development
□ Dissemination of
information
(communications)
□ Other:
__________________
__________________
Customer Service at City Hall
1. In the past year, have you interacted with City staff?
Yes No
□ □
2. If you answered “yes” to the previous question, please rate the following aspects of the service
provided by City staff you have dealt with:
Courteousness Timeliness Knowledge Helpfulness
□ Very Poor
□ Poor
□ Fair
□ Good
□ Excellent
□ Very Poor
□ Poor
□ Fair
□ Good
□ Excellent
□ Very Poor
□ Poor
□ Fair
□ Good
□ Excellent
□ Very Poor
□ Poor
□ Fair
□ Good
□ Excellent
3. Overall, how satisfied were you interacting with City staff?
Very
Dissatisfied
Somewhat
Dissatisfied
Neither Satisfied
nor Dissatisfied
Somewhat
Satisfied
Very
Satisfied
□ □ □ □ □
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City Government
1. What kinds of issues would you like to see the City Council give more attention to?
□ Housing/zoning/
development laws
□ Housing affordability
□ Economic development
□ Senior services
□ Youth services
□ Environment/sustainability
□ Trails and open space
□ Education
□ Public
health/mental
health
□ Pension reform
□ Police reform
□ Social
justice/inequity
issues
□ Crime
□ Traffic safety
□ Portuguese Bend
Landslide
□ Beautification
□ Economic
development
□ Communications
□ Other:
________________
City Communications
1. What are your primary sources of information to find out what’s happening in the City? (check
all that apply)
□ Social media
□ Local news media
□ City website
□ City listservs
□ RPVtv programming
□ City Manager’s Weekly
Administrative Report
□ City Council, commission
or committee meetings
□ Word of mouth in the
community
□ Other:
_______________________
_______________________
2. In order of preference, with 1 being the most preferred, please rank your preferred methods of
communication when receiving information from the City.
___ Email
___ Text message
___ Phone call
___ Social media
___ City website
___ RPVtv programming
___ Print publications
3. How easy or difficult have you found the City website to use?
Very
Difficult
Difficult
Neither Easy
nor Difficult
Easy
Very Easy N/A
□ □ □ □ □ □
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4. Do you feel that the City keeps you informed on what’s happening in RPV and your city
government?
Strongly
Disagree Disagree Neither Agree
nor Disagree Agree Strongly
Agree
□ □ □ □ □
5. What kinds of information would you like to receive from the City? (check all that apply)
□ City events (Whale of a
Day, Fourth of July, Los
Serenos nature walks,
etc.)
□ Peninsula-wide
community events
□ Public Works events
(shredding/e-
waste/excess brush
collection)
□ Recreational programs
□ Public safety
alerts/traffic alerts
□ Emergency
preparedness tips
and resources
□ Sustainability tips
and resources
□ Business
resources
□ Utilities
□ Trails
□ Senior resources
□ Youth resources
□ Resources for persons with
disabilities
□ Volunteer opportunities
□ Activities of the City Council,
City commissions or
committees
□ New laws and policies
□ Other: _________________
______________________
6. Do you prefer receiving information about community projects electronically, by mail, or in
person at workshops?
Electronically By Mail In Person at Workshops No Preference
□ □ □ □
Trails and Open Space
1. Do you use City trails?
Yes No
□ □
2. Do you think the City needs more trails?
Yes No
□ □
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3. Do you feel that City trails are adequately maintained?
Strongly
Disagree Disagree Neither Agree
nor Disagree Agree Strongly
Agree
□ □ □ □ □
4. How do you find information on which City trails to use?
□ Social media
□ Lists of top hiking spots on the internet
□ Word of mouth
□ City website
□ I grew up here/live here
□ Other: ________________________________________
Sustainability/Conservation
1. Please rank your top general environmental concerns, with 1 being the most concerning:
___ Air pollution
___ Water pollution
___ Sea level rise
___ Extreme weather
___ Food and water
security
___ Natural resource depletion
___ Other: ____________________
2. Please rank your top local environmental concerns, with 1 being the most concerning:
___ Ocean/beach pollution
___ Impacts of chemical dumping off
the coast (eg. DDT, PCBs)
___ Sea level rise
___ Health of marine life
___ GHG emissions
from transportation
___ GHG emissions
from energy use
____ Wildfire hazard
___ Port/refinery pollution
___ Idle oil/gas wells
___ Other: ___________
____________________
3. Which of the following sustainability/conservation programs interest you? (check all that apply)
□ Electric vehicle (EV) charging
stations/parking spaces
□ Expanded public transit
□ Expanded bicycle/pedestrian
amenities
□ Energy efficiency incentives
(appliance subsidies, waived
permit fees for green building
projects, etc.)
□ Sustainable/drought-
tolerant landscaping
opportunities
□ Tree planting
opportunities
□ Greywater reuse
opportunities
□ Home solar incentives
□ E-waste collection
events
□ Expanded recycling
opportunities
□ Food scraps
recycling/composting
opportunities
□ Other:
_____________________
_____________________
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4. Do you feel that the City is doing enough to promote sustainability?
Yes No
□ □
5. If you answered “no” to the previous question, what would you like to see the City do?
___________________________________________________________________________
___________________________________________________________________________
6. Are you interested in having more of the electricity that powers your home come from
renewable sources, such as wind and solar?
Not at All
Interested
Not Very
Interested
Neither
Interested nor
Disinterested
Interested
Very
Interested I have a home
solar system
□ □ □ □ □ □
Civic Center Planning
1. How familiar are you with the current Civic Center Master Plan project?
Not at All
Familiar
Slightly
Familiar
Somewhat
Familiar
Moderately
Familiar
Very
Familiar
□ □ □ □ □
2. Do you favor or oppose the redevelopment of the Civic Center site?
Strongly
Oppose Oppose Neither Oppose
nor Favor Favor Strongly Favor
□ □ □ □ □
3. Please select the following the amenities that would likely cause you to visit the Civic Center.
(check all that apply)
□ Dog Park
□ Public Performances at Small Amphitheater
□ Hiking
□ Playground
□ Restaurant
□ Civic Engagement
□ Special Event (such as Fourth of July)
□ Art, Educational or Historical Exhibit
Space
□ Other: _______________________
A-6
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Emergency Preparedness
1. In the past THREE years, have you had difficulty in obtaining and/or maintaining home FIRE
insurance?
Yes No N/A
□ □ □
2. In the past THREE years, has your home FIRE insurance rate increased more than 7% in a
one-year period?
Yes No N/A
□ □ □
3. Please select the following personal and family preparedness activities that you have done,
plan to do in the near future, have not done, or are unable to do.
In your household, have you or your
family members in your household:
Have
Done
Planning
to Do
Not
Done
Not Able
to Do
Prepared a disaster supply kit (extra food,
water, batteries, cash in small
denominations) sufficient for 10 to 14
days?
□ □ □ □
Saved copies of important documents
using a “cloud” online storage system? □ □ □ □
Identified neighbors in your community
who may need additional assistance
following a disaster? □ □ □ □
Attended meetings or received
information on emergency preparedness? □ □ □ □
Developed a household/family
emergency plan? □ □ □ □
4. Please select the following actions you have taken in terms of wildfire risk reduction:
In your household, have you or your
family members in your household:
Have
Done
Planning
to Do
Not
Done
Not Able
to Do
Removed combustible materials from
roof, gutters, decks, base of walls, decks? □ □ □ □
Replaced wood mulch within five feet of
structures with stone or gravel? □ □ □ □
Covered vent openings with 1/16 to 1/8
inch noncombustible metal mesh
screens? □ □ □ □
Removed flammable vegetation or
mowed to stubble height of 3 inches for
30 feet around any structure? □ □ □ □
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Created a firebreak for 100 feet around
any structure by clearing, cutting,
thinning, removing flammable and dead
vegetation?
□ □ □ □
Public Safety
1. Do you know about the City’s Neighborhood Security Camera Program?
Yes No
□ □
2. How likely are you to pay a portion of a cost with your neighborhood/HOA to purchase one or
more neighborhood security cameras?
Very
Unlikely Unlikely
Neither
Likely nor
Unlikely
Likely Very Likely
□ □ □ □ □
3. How satisfied are you with the services provided by the Lomita Sheriff’s Station?
Very
Dissatisfied
Somewhat
Dissatisfied
Neither
Satisfied nor
Dissatisfied
Somewhat
Satisfied Very Satisfied
□ □ □ □ □
4. With 1 being the most important, please rank the following public safety concerns in order of
importance to you:
___ Residential burglaries ___ Traffic safety
___ Vehicle burglaries/thefts ___ Pedestrian/bicycle safety
___ Wildfire hazard ___ Other: ____________
5. Please answer the following questions about the safety of your neighborhood.
How safe do you feel in your neighborhood during the day?
Very Unsafe Unsafe Neither Safe
nor Unsafe Safe Very Safe
□ □ □ □ □
How safe do you feel in your neighborhood during the evening/when it is dark?
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Very Unsafe Unsafe Neither Safe
nor Unsafe Safe Very Safe
□ □ □ □ □
How safe do you feel your home is when you are out of town?
Very Unsafe Unsafe Neither Safe
nor Unsafe Safe Very Safe
□ □ □ □ □
6. On a scale of 1-10, with 10 begin the highest, how would you rate the following public safety
services in RPV?
___ Law enforcement services
___ Fire services
___ Ambulance/emergency medical services
___ RPV Emergency Preparedness
7. Do you participate in a Neighborhood Watch program?
Yes No N/A
□ □ □
ADA/Accessibility
1. Are you aware of any specific concerns, complaints or problems regarding access for persons
with disabilities to any of the programs, services and activities provided by the City?
□ No
□ Yes - Please describe:
______________________________________________________
2. What do you feel is the City’s highest priority to improve accessibility for persons with
disabilities? (access to facilities, sidewalks, programs, etc.)
___________________________________________________________________________
___________________________________________________________________________
Optional
Please provide your name and contact information (i.e., e-mail, phone etc.) in order to be contacted if
you are a prize winner.
_______________________________________________________
_________
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_______________________________________________________
_________
Please select your
age group:
□ 18-30
□ 31-40
□ 41-50
□ 51-60
□ 61-70
□ 71-80
□ 81 and
over
Please select your gender:
□ Female
□ Male
□ Other:____________
Please select your
race/ethnicity:
□ Asian
□ Black/African
□ Caucasian
□ Hispanic/Latinx
□ Native American
□ Pacific Islander
□ Prefer not to
answer
□ Other:
________________
Please indicate
how many years
you have lived in
Rancho Palos
Verdes?
□ 0-10
□ 11-20
□ 21-30
□ 31-40
□ 41-50
□ 51+
Thank you for taking time to complete this survey!
Please return it via mail in the attached prepaid envelope addressed to City Hall, or mail to:
City of Rancho Palos Verdes
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
Attn: Citizen Satisfaction Survey
Surveys must be postmarked by January 31, 2021.
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CITY COUNCIL MEETING DATE: 11/04/2020
AGENDA REPORT AGENDA HEADING: Regular Business
AGENDA TITLE:
Consideration and possible action to approve the distribution of a citizen satisfaction
survey.
RECOMMENDED COUNCIL ACTION:
(1) Review and provide Staff with direction on the questions to be asked in the draft
citizen satisfaction survey; and
(2) Direct Staff to distribute the print version of the survey either as an insert in the
winter 2020 newsletter, or as a standalone mailing.
FISCAL IMPACT: Costs associated with the printing and distribution, including
postage, of a resident survey may be up to $25,000 depending on
the distribution method and frequency.
Amount Budgeted: $25,000
Additional Appropriation: N/A
Account Number(s): 101-400-1420-5103 ($11,764) (General Fund – Community Outreach/Printing & Binding)
101-400-1420-4311 ($9,425) (General Fund – Community Outreach/Postage)
101-400-1420-4901 ($2,700)
(General Fund – Community Outreach/Misc./Other Expenses)
ORIGINATED BY: Megan Barnes, Senior Administrative Analyst
Jesse Villalpando, Senior Administrative Analyst
REVIEWED BY: Karina Bañales, Deputy City Manager
APPROVED BY: Ara Mihranian, AICP, City Manager
ATTACHED SUPPORTING DOCUMENTS:
A. Draft survey questions (page A-1)
B. City Council Policy No. 2 (page B-1)
B-1
BACKGROUND:
Earlier this year, as part of the goal-setting process, the City Council established a goal
of conducting a citizen satisfaction survey to solicit feedback on City services and
customer service, to identify areas of improvement, and to assess the top priorities and
concerns of the community. Specifically, City Council Goal No. 66 states “Conduct a
citizen satisfaction survey.” The survey is intended to collect data from the community to
assist the City in identifying ways to improve services provided by City Hall and
effectively meet the needs of residents; and to guide the City Council’s decision and
policymaking, including when setting City Council Goals.
Per City Council Policy No. 2, any City survey provided to the public shall first be
approved by the City Council (Attachment B). This evening, the City Council is being
asked to review the draft survey questions, including the content and number of
questions to ask, and how to distribute the survey to reach a larger population of the
City and garner a larger response.
DISCUSSION:
Survey Questions
Staff has prepared a list of 88 draft survey questions across 11 categories for the City
Council’s consideration. These questions were developed through a combination of
Staff research and interaction with the public, consultation with City departments, and in
the case of two categories, direction from City committees (Emergency Preparedness
Committee and Civic Center Advisory Committee).
Staff has divided questions into the following categories:
• General
• Customer Service
• City Government
• COVID-19
• City Communications
• Trails and Open Space
• ADA/Accessibility
• Renewable Energy/Community Choice Aggregation
• Civic Center Planning (based on direction from the October 22 Civic Center
Advisory Committee meeting)
• Emergency Preparedness (based on direction from the October 15 Emergency
Preparedness Committee meeting)
• Public Safety
It should be noted that questions in the ADA/Accessibility category were drafted by a
consultant as part of an ongoing update of the City’s Americans with Disabilities Act
(ADA) Transition Plan and Self-Evaluation, which includes a public survey. Rather than
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release a separate survey, on September 15, the City Council directed Staff to include
these questions in the broader citizen satisfaction survey to increase its reach. The
Renewable Energy/Community Choice Aggregation category was included based on
discussion from the September 1 City Council meeting.
A menu of questions has been drafted for the City Council’s review and consideration.
Staff requests City Council input and direction on the survey questions. The final
number of questions and categories, the wording of the questions, and the format of
responses (multiple-choice, Likert scale, ranked, or free form) are at the discretion of
the City Council. The City Council may also direct Staff to add questions and categories,
if desired.
Survey Format and Distribution
In an effort to reach a large population of the City, Staff recommends using a hybrid
online/print format to ensure the survey reaches both residents who prefer taking
surveys on the internet, and those who prefer filling out written surveys or who do not
use the internet.
Online Survey
Staff has researched online survey platforms and recommends using SurveyMonkey
due to its ease-of-use and popularity, including among government agencies.
SurveyMonkey has been used by Staff internally for employee surveys and has been
used throughout the COVID-19 pandemic by the Alert SouthBay Joint Information
Center to help participating cities, including Rancho Palos Verdes, better plan their
response to the public health emergency. The cost of SurveyMonkey’s Team Premier
Plan, which can collect up to 15,000 responses per month, is $75 per user (with a three-
user minimum), per month, billed annually. With three users in the City Manager’s
Office, the total cost of the subscription would be $2,700 for one year. This is the only
SurveyMonkey business plan with the ability to offer the survey in multiple languages.
Staff can also explore using ArcGIS Survey123, a program the City already has access
to via its geographic information (GIS) system with no added cost to the City for a one-
time survey. Survey123 is used by the City for internal and public service request forms.
Staff is confirming whether responses are unlimited and will provide that information as
late correspondence. Survey123 is capable of offering multilingual surveys. Additionally,
with Survey123, the City could geolocate survey responses using the GIS system
according to either physical addresses or general neighborhood drop pins provided
voluntarily by respondents. Using Survey123, however, may require significant training
time for Staff. Therefore, Staff seeks authorization from the City Council to fund the
SurveyMonkey subscription, if it is needed.
B-3
Print Survey
The print survey would come with a prepaid return envelope addressed to City Hall and
a quick response (QR) code that residents could scan with their smartphones or tablets
to alternately take the survey online. It would also include a note stating that households
with more than one member wishing to respond by mail could contact the City to
request additional print surveys, and that print versions in languages other than English
are available on request.
The print survey and return envelope could be distributed either via a standalone
mailing, or alternately, could be inserted in the winter City newsletter, which will be
mailed to all residences in RPV in mid-December 2020. The latter option would leave
only the cost of printing, an insert fee, added postage weight, and return postage. The
inserted survey could be missed, however, by residents who do not unfold the
newsletter.
Distribution Timeline and Promotion of Survey
Staff recommends giving residents approximately six weeks to respond to the survey
beginning on or around the week of December 21 . It will be promoted using the City
website, listservs, social media channels, banners at highly-visible intersections, RPVtv,
a press release, and direct outreach to homeowners associations, Neighborhood Watch
groups, and community and senior organizations.
For reference, the most recent resident survey released by the City was for the Civic
Center Master Plan process in December 2016. Of 13,595 surveys mailed to all RPV
residences, 2,295 completed surveys were returned over an approximately six-week
period — garnering a response rate of 17%. The survey did not have an online option,
and responses were limited to one per household.
The online survey would expire at the deadline and print responses would be required
to be postmarked by the deadline. Staff would manually enter returned print responses
into SurveyMonkey or Survey123 to ensure they are captured in the final breakdown of
findings and analytics. Once all survey responses are collected, Staff would return to
the City Council to present the survey findings, ideally prior to the next City Council
Goals Workshop.
Cost Breakdown
A breakdown of cost estimates for distributing the survey via a SurveyMonkey
subscription with either a standalone mailing or as a newsletter insert is included below.
To provide a range depending on survey length, Staff obtained quotes from the City’s
printing vendor for the cost of five or 10 double-sided pages and a return envelope.
Please note that estimates for postage are conservative and based on a range of 50-65
cents per household. Actual costs may be lower due to bulk rates. Return postage is not
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included in the breakdown, as the City would only be billed by the Post Office for
surveys that are mailed back.
Five-Page Survey
Mailing Method
(14,500 Households)
Printing Postage SurveyMonkey
Subscription
Total
Standalone $10,775 $7,250 $2,700 $20,725
Newsletter Insert $5,459 $7,250 $2,700 $15,409
Ten-Page Survey
Mailing Method
(14,500 Households)
Printing Postage SurveyMonkey
Subscription
Total
Standalone $11,764 $9,425 $2,700 $23,889
Newsletter Insert $6,448 $9,425 $2,700 $18,573
If the City Council desires, the City can offer raffle prizes as an incentive to increase
participation in the survey. Winners would be chosen at random and would be required
to provide proof of RPV residency (government-issued ID or utility bill). The cost of raffle
prizes would add to the fiscal impact of the survey, depending on the type of prize.
CONCLUSION:
Staff recommends the City Council consider the information in this report and:
1) Select and approve questions for a citizen satisfaction survey; and
2) Direct Staff to either include the survey in the winter 2020 newsletter, or conduct
a standalone mailing.
ALTERNATIVES:
In addition to the Staff recommendation, the following alternative actions are available
for the City Council’s consideration:
1) Direct Staff to draft additional questions and categories and return to the City
Council no later than the December 1, 2020 meeting.
2) Direct Staff to conduct a phased, multi-part survey, instead of a one-time
comprehensive survey.
3) Take other action, as deemed appropriate.
B-5
The City of Rancho Palos Verdes wants to hear your feedback, community
concerns and priorities. Please return your completed survey via mail in the
attached prepaid envelope addressed to City Hall or take the survey online
at [survey link]. You can also access the link by scanning the QR code to
the right with the camera or QR code scanner on your smartphone or tablet.
Surveys must be postmarked or completed online by January 31, 2021.
(You are not required to answer every question, but more feedback helps
the City.)
If you would like to request additional print surveys for members of your household, or a
survey in another language, please contact Senior Administrative Analyst Jesse
Villalpando at jvillalpando@rpvca.gov.
Optional
Please select your age group:
□ 18-30
□ 31-40
□ 41-50
□ 51-60
□ 61-70
□ 71-80
□ 81 and over
Please provide your address or neighborhood: _______________________________
General Questions
1. How would you rate the overall quality of life in Rancho Palos Verdes?
Very Poor Poor No Opinion Fair Good Excellent
2. In the last few years, do you think the quality of life in Rancho Palos Verdes have
gotten better, gotten worse, or stayed about the same?
Worse
Stayed
About the
Same
No Opinion Better
B-6
3. Please rate the overall condition of City public rights-of-way (streets, sidewalks,
medians, traffic signs and signals, etc.):
Very Poor Poor No Opinion Fair Good Excellent
4. What do you think are the most serious issues facing the residents of Rancho
Palos Verdes that you would like to see the City do something about? Select all
that apply.
□ COVID-19 pandemic
□ Quality of life
□ Conservation/open space preservation
□ Housing/zoning/development laws
□ Lack of affordable housing
□ Environment/sustainability
□ Portuguese Bend Landslide
□ Traffic safety
□ Crime
□ Wildfire prevention/ emergency preparedness
□ Pension liability
□ Impacts to neighborhoods of visitors to parks and trails
□ Street beautification
□ Economic development
□ Dissemination of information (communications)
□ Other: ___________________
Customer Service at City Hall
1. In the past year, have you interacted with City staff?
Yes No
2. Please select the methods through which you have been in contact with the City
in the last year:
□ Phone
□ Email
□ Social media
□ Website
□ In person
3. Please rate the following aspects of the service provided by City staff you have
dealt with:
B-7
Courteousness Timeliness Knowledge Helpfulness
□ Excellent
□ Fair
□ Poor
□ Very Poor
□ Excellent
□ Fair
□ Poor
□ Very Poor
□ Excellent
□ Fair
□ Poor
□ Very Poor
□ Excellent
□ Fair
□ Poor
□ Very Poor
4. Overall, how satisfied were you interacting with City staff?
Very
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Very
Satisfied N/A
City Government
1. Do you feel that you are informed about the policies and decision-making of the
City Council?
Strongly
Disagree
Somewhat
Disagree No Opinion Somewhat
Agree
Strongly
Agree
2. Do you generally agree with the policies and decision-making of the City
Council?
Strongly
Disagree
Somewhat
Disagree No Opinion Somewhat
Agree
Strongly
Agree
3. What kinds of issues would you like to see the City Council give more attention
to?
□ Housing/zoning/development laws
□ Housing affordability
□ Economic development
□ Senior issues
□ Youth issues
□ Environment/sustainability
□ Trails and open space
□ Education
□ Public health/mental health
□ Pension reform
□ Police reform
□ Social justice/inequity issues
□ Traffic safety
□ Portuguese Bend Landslide
B-8
□ Beautification
□ Economic development
□ Communications
□ Other:
________________________________________________________________
4. How transparent do you feel your city government is?
Very
Transparent
Transparent Somewhat
Transparent
No Opinion
Not
Transparent
COVID-19
1. What are your top COVID-19 concerns? Check all that apply.
□ Frustration with other community members not following health guidance
□ Social isolation/lack of places to go
□ General uncertainty of the future
□ General anxiety about the impact of the coronavirus on my life
□ Distance learning/homeschooling/childcare
□ Lack of income/work
□ Purchasing supplies (e.g. disinfectant wipes)
□ Traveling to care for a family member/friend
□ Dealing with the physical effects of COVID-19
□ Traveling to the supermarket
□ Childcare
□ Paying for rent or mortgage
□ Traveling to work
□ Paying for food
□ Other: ____________________________________________________
2. What kinds of programs would you like to see the City offer to residents in
response to the COVID-19 pandemic? (check all that apply)
□ Virtual fitness classes
□ Virtual social and educational activities (book and film clubs, lectures, etc.)
□ Individual-conditioning outdoor exercise
□ Outdoor after-school activities for kids
□ Help with groceries and errands
□ Meal assistance
□ Rent/mortgage assistance
□ Resources/financial help for small businesses
□ Other: ___________________________________________________
B-9
City Communications
1. What are your primary sources of information to find out what’s happening in the
City?
□ Social media
□ Local news media
□ City website
□ City listservs
□ RPVtv programming
□ City Manager’s Weekly Administrative Report
□ City Council, commission or committee meetings
□ Word of mouth in the community
□ Other: ________________________________________
2. In order of preference, with 1 being the most preferred, please rank your
preferred methods of communication when receiving information from the City.
___ Email
___ Text message
___ Phone call
___ Social media
___ City website
___ RPVtv programming
___ Print publications
3. How many times have you visited the City website in the past THREE months?
0 1-2 3-5 5-10 10+
4. Were you able to find the information you were looking for on the City website?
Yes No N/A
5. How easy or difficult was the City website to use?
Very
Difficult
Somewhat
Difficult
Neither Easy
nor Difficult
Somewhat
Easy
Very Easy
N/A
B-10
6. Do you feel that the City keeps you informed on what’s happening in RPV and
your city government?
Strongly
Disagree
Somewhat
Disagree No Opinion Somewhat
Agree
Strongly
Agree
7. What kinds of information would you like to receive from the City? (check all that
apply)
□ City events (Whale of a Day, Fourth of July, Los Serenos nature walks, etc.)
□ Peninsula-wide community events
□ Public Works events (shredding/e-waste/excess brush collection)
□ Recreational programs
□ Public safety alerts/traffic alerts
□ Emergency preparedness tips and resources
□ Sustainability tips and resources
□ COVID-19 resources
□ Senior resources
□ Youth resources
□ Resources for persons with disabilities
□ Volunteer opportunities
□ Activities of the City Council, City commissions or committees
□ New laws and policies
□ Other: ________________________
8. Are you registered for the Alert SouthBay emergency notification system?
Yes No
9. Rate your familiarity with remote meeting applications, such as Zoom or
Microsoft Teams.
Not Familiar
Somewhat
Familiar
Familiar
Very
Familiar
10. Do you prefer receiving information about community projects electronically, by
mail, or in person at workshops?
B-11
Electronically By Mail In Person At Workshops No Preference
11. Please rate your comfort level with attending traditional in -person community
workshops at this time (assume standard safety measures, such as 6-feet social
distancing and face coverings).
Not
Comfortable
Somewhat
Comfortable
No Opinion
Comfortable Very
Comfortable
12. How familiar are you with the City’s email/text “Notify Me” system? You can go
to rpvca.gov/notify learn more and sign up to receive notifications about City
projects, such as the Civic Center.
Not Familiar
Somewhat
Familiar
Familiar
Very
Familiar
Trails and Open Space
1. Do you use City trails?
Yes No
2. Do you think the City needs more trails?
Yes No
3. Do you feel that City trails are adequately maintained?
Strongly
Disagree
Somewhat
Disagree No Opinion Somewhat
Agree
Strongly
Agree
□
4. How do you find information on which City trails to use?
□ Social media
□ Lists of top hiking spots on the internet
□ Word of mouth
□ City website
□ I grew up here
B-12
□ Other: ________________________________________
5. Are you concerned about the impact of social media on RPV’s parks and trails?
Strongly
Disagree
Somewhat
Disagree No Opinion Somewhat
Agree
Strongly
Agree
6. Do you feel the City is doing enough to address the impacts of increased visitors
to RPV’s parks and trails on neighboring homeowners?
Strongly
Disagree
Somewhat
Disagree No Opinion Somewhat
Agree
Strongly
Agree
ADA/Accessibility
1. What role most adequately describes your association with the City and the
representation you are providing?
□ Member of the public with a disability
□ Member of the public without a disability
□ Relative or caregiver of a person with a disability
□ City volunteer
□ Other:
______________________________________________________________
2. Do you participate in programs, services, activities or events offered to
individuals with disabilities by the City?
□ No
□ Yes – Please list:
______________________________________________________________
□ Not applicable
3. Do you know who to contact if you need assistance, have a concern or
complaint, or need an accommodation to access a facility, service, or event?
□ No – I do not know who to contact
□ Yes – Please list who you would contact:
________________________________________
4. Have you ever requested an accommodation for a disability from the City?
□ No
B-13
□ Yes – Please describe the request:
________________________________________
5. Was your accommodation provided?
□ No
□ Yes
□ Yes, but I was unsatisfied with how the accommodation was provided –
Please elaborate:
_______________________________________________________
6. Was your accommodation provided?
□ No
□ Yes
□ Yes, but I was unsatisfied with how the accommodation was provided –
Please elaborate:
_______________________________________________________
7. Is the attitude of City staff toward persons with disabilities generally helpful,
supportive, positive, and proactive in solving accessibility issues?
□ No – Please explain:
_______________________________________________________
□ Yes
□ Somewhat
□ Do not know
8. Are you aware of any specific concerns, complaints, or problems regarding
access for persons with disabilities to any of the programs, services, or activities
provided by the City?
□ No
□ Yes - Please describe:
______________________________________________________
9. Do you know who the designated ADA Coordinator is for the City?
□ No
□ No, I have not had a need or reason to seek out this person.
□ Yes - Please provide the name:
_______________________________________________
10. What do you feel should be the City’s highest priority to improve accessibility for
persons with disabilities? (i.e. – improvements to accessing public facilities,
B-14
providing specific hearing and visual aids for events and public meetings,
providing more accommodations for persons with disabilities, etc.)
____________________________________________________________
Renewable Energy/Community Choice Aggregation
1. Are you interested in having more of the electricity that powers your home come
from renewable sources, such as wind and solar?
Not
Interested
Somewhat
Interested
No Opinion
Very
Interested
I have a home
solar system
2. Would you be willing to pay higher rates to get more or all of your electricity from
renewable sources?
Not Willing
Somewhat
Willing
No Opinion
Very Willing
I have a home
solar system
□
3. Are you familiar with community choice aggregation?
Not Familiar
Somewhat
Familiar
Familiar
Very
Familiar
4. Are you familiar with Southern California Edison’s Green Rates program?
Not Familiar
Somewhat
Familiar
Familiar
Very
Familiar
5. What is your preference for electricity service in RPV?
□ Maintain current SCE service
□ Switch to SCE Green Rates
□ Switch to community choice aggregation
□ No preference
□ I am not familiar with SCE Green Rates and/or community choice
aggregation.
Civic Center Planning
1. Do you know where the RPV Civic Center is located?
B-15
Yes No
2. How frequently do you visit the Civic Center?
Daily Weekly Monthly Annually Never
3. How familiar are you with the current Civic Center Master Plan project?
Not Familiar
Somewhat
Familiar
Familiar
Very
Familiar
4. Do you favor or oppose the redevelopment of the Civic Center site?
Strongly
Oppose
Somewhat
Oppose
Neutral
Somewhat
Favor
Strongly
Favor
No Opinion
5. Rate the following options on the likelihood that they would cause you to visit the
Civic Center.
A. Dog Park
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
B. Public Performances at a Small Amphitheater
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
C. Hiking
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
D. Playground
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
B-16
E. Restaurant
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
F. Civic Engagement
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
G. Special Event
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
H. Art, Educational or Historical Exhibit Space
Very
Unlikely
Somewhat
Likely
Unlikely
Very
Unlikely
Other option: _____________________________________________
6. If an eating establishment was considered at the Civic Center, what type of
establishment would you prefer to have?
Casual
Takeout
Small Sit-
Down Café
Large Sit-Down
Restaurant
None
7. Please add any additional comments or ideas you have for the Civic Center in
the space below.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Emergency Preparedness
B-17
1. Does your household have FIRE insurance coverage?
Yes No N/A
2. If you answered “No” to the previous question, what is the main reason your
household does not have FIRE insurance coverage?
________________________________________________________________
________________________________________________________________
3. In the past THREE years, have you had difficulty in obtaining home FIRE
insurance?
Yes No N/A
4. In the past THREE years, has your home FIRE insurance rate increased more
than 7% in a one-year period?
Yes No N/A
5. Does your household have EARTHQUAKE insurance coverage?
Yes No N/A
6. If you answered “No” to the previous question, what is the main reason your
household does not have EARTHQUAKE insurance coverage?
________________________________________________________________
________________________________________________________________
7. Please rate your overall satisfaction with the following aspects of service
provided by the City’s Emergency Preparedness Committee (EPC) in better
preparing you and your family for a major disaster or emergency.
A. Emergency preparedness information received from the City via email, mailings
and social media.
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
B. Emergency preparedness community outreach at City-sponsored events.
B-18
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
C. Resources provided on the City’s rpvca.gov/emergency webpage.
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
D. Emergency Preparedness Committee public service announcements on RPVtv
Cox Cable channel 33/FiOS channel 38 and on social media.
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
E. Overall Emergency Preparedness Committee’s disaster resiliency efforts.
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
8. What types of resources would you like for the Emergency Preparedness
Committee and the City to provide?
________________________________________________________________
________________________________________________________________
9. Overall, how satisfied are you with the City’s responsiveness to resident needs
during disaster or emergency situations?
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
10. How can the City of RPV best assist you in planning for a disaster?
___________________________________________________________________
___________________________________________________________________
11. Are you aware of/satisfied with information provided by the Emergency
Preparedness Committee and the City on preparing yourself and your family to
shelter in place for 10 to 14 days following a major disaster with potential utility
outages?
B-19
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
12. Please select the following personal and family preparedness activities that you
have done, plan to do in the near future, have not done, or are unable to do .
13. Are you aware of/satisfied with the information provided by the Emergency
Preparedness Committee and the City to help you or your neighborhood with
efforts to reduce the risks or impacts from a wildfire?
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
14. Please select the following actions you have taken in terms of wildfire risk
reduction:
In your household, have you or your
family members in your household:
Have
Done
Planning
to Do
Not
Done
Not Able
to Do
Prepared a disaster supply kit (extra food,
water, batteries, cash in small
denominations) sufficient for 10 to 14
days?
Saved copies of important documents
using a “cloud” online storage system?
Identified out-of-state emergency
contacts for communications following a
disaster?
Identified neighbors in your community
who may need additional assistance
following a disaster?
Attended meetings or received
information on emergency preparedness?
Developed a household/family
emergency plan?
Been trained in first aid or CPR?
In your household, have you or your
family members in your household:
Have
Done
Planning
to Do
Not
Done
Not Able
to Do
Removed combustible materials from
roof, gutters, decks, base of walls, decks?
Replaced wood mulch within five feet of
structures with stone or gravel?
B-20
15. Are you aware of/satisfied with the information provided by the Emergency
Preparedness Committee and City staff to help you/your neighborhood with the
following efforts in preparing for a wildfire evacuation?
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
16. Please select the following in terms of preparedness for evacuation activities
that you have done, plan to do in the near future, have not done, or are unable to
do.
17. Overall how aware/satisfied are you with information provided by the Emergency
Preparedness Committee and the City to prepare you and your family for the
disasters in the table below (Question No. 18)?
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Satisfied Not Aware
18. Please indicate your level of concern for the following natural disasters affecting
your community.
Covered vent openings with 1/16 to 1/8
inch noncombustible metal mesh
screens?
Removed flammable vegetation or
mowed to stubble height of 3 inches for
30 feet around any structure?
Created a firebreak for 100 feet around
any structure by clearing, cutting,
thinning, removing flammable and dead
vegetation?
In your household, have you or your
family members in your household:
Have
Done
Planning
to Do
Not
Done
Not Able
to Do
Prepared and practiced evacuation plans
for your family and neighbors?
Identified neighbors who may need
additional help during an emergency
and/or help during an evacuation?
Reviewed the L.A. County Fire
Department’s Ready! Set! Go! wildfire
evacuation recommendations?
B-21
Public Safety
1. Were you aware of the City’s recent Ring security device program?
Yes No
2. Have you purchased a Ring security device through the City’s subsidy program?
Yes No
3. Do you own a home video security device?
Yes No
4. If you own a home video security device (whether Ring or another brand), do you
feel a sense of increased security?
Strongly
Disagree
Somewhat
Disagree No Opinion Somewhat
Agree
Strongly
Agree
5. Do you know about the City’s Neighborhood Security Camera Program?
Yes No
6. If you answered “No” to the previous question, are you interested in learning
about the City’s Neighborhood Security Camera Program?
Very
Concerned
Somewhat
Concerned Neutral Not
Concerned
Earthquakes
Wildfires
Landslide/
debris flow
Household fire
Utility outage
Hazardous
Materials Event
Tsunami
Severe Storm
B-22
Yes No
7. How likely are you to pay a portion of a cost with your neighborhood/HOA to
purchase one or more neighborhood security cameras?
□ Very likely
□ Somewhat likely
□ Very Unlikely
□ Unsure
8. How satisfied are you with the services provided by the Lomita Sheriff’s Station?
Strongly
Dissatisfied
Somewhat
Dissatisfied No Opinion Somewhat
Satisfied
Strongly
Dissatisfied Not Aware
9. With 1 being the most important, please rank the following public safety concerns
in order of importance to you:
___ Residential burglaries
___ Vehicle burglaries/thefts
___ Wildfire hazard
___ Traffic safety
___ Pedestrian/bicycle safety
___ Other: ____________________________
10. How often do you lock your doors and windows in your home?
□ Every time
□ Occasionally
□ Unsure
□ Not often
□ Never
11. How often do you lock your car doors and windows?
□ Every time
□ Occasionally
□ Unsure
□ Not often
B-23
□ Never
12. How safe do you feel in your neighborhood during the day?
Very Unsafe Somewhat
Unsafe
Neither Safe
nor Unsafe
Somewhat
Safe Very Safe
13. How safe do you feel in your neighborhood during the evening/when it is dark?
Very Unsafe
Somewhat
Unsafe
Neither Safe
nor Unsafe
Somewhat
Safe
Very Safe
14. How safe do you feel your home is when you are out of town?
Very Unsafe Somewhat
Unsafe
Neither Safe
nor Unsafe
Somewhat
Safe Very Safe
15. On a scale of 1-10, with 10 begin the highest, how would you rate the following
public safety services in RPV?
___ Law enforcement services
___ Fire services
___ Ambulance/emergency medical services
___ RPV Emergency Preparedness
16. Do you participate in a Neighborhood Watch program?
Yes No N/A
Thank you for taking time to complete this survey!
Please return it via mail in the attached prepaid envelope addressed to City Hall, or mail
to:
City of Rancho Palos Verdes
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
B-24
Attn: Citizen Satisfaction Survey
Surveys must be postmarked by January 31, 2021.
B-25
CITY COUNCIL POLICY
NUMBER: 2
DATE ADOPTED/AMENDED: 02/04/92
SUBJECT: Questionnaires sent to the public by City Council, Committee/
Commission(s) and Staff
POLICY:
It shall be the policy of the City Council that all questionnaires and/or surveys to
be sent by the city to the general public or special groups, whether generated by
Staff, City Council or Committee/Commission(s), be authorized by the full City
Council at a public meeting.
The City Manager shall be authorized, however, to approve any questionnaires
and/or surveys for information to be sent to other public agencies.
BACKGROUND:
The City Council recognized the need to establish a policy to control
questionnaires and surveys for information that are sent or delivered to the general
public and special interest groups.
B-26