Village of Lake in the Hills
RESIDENT SATISFACTION SURVEY
2016 Results
54% Resident Insider 13% Facebook
12% Village Website 2% Twitter
19% Unknown
Where did responses come from?
277
230
287
267
339
200 250 300 350 400
2011 2012 2013 2015 2016
339 TOTAL
RESPONDENTS IN 2016
27% INCREASE IN PARTICIPATION
FROM 2015
6%
20%
31%
21%
13%
5%
BETWEEN AGES 41-60
53%
Respondent Data
70 or Over 51-60 18-30 31-40 41-50 61-70
Under 18
19%
14%
23%
35%
9%
11-25 Years in the Village
58%
16-25 Years0-5 Years 6-10 Years 11-15 Years Over 25 Years
Lake in the Hills Population Age Composition (2010) (%)
Under 5 years 8.1 5-14 years 18.5 15-19 years 7.3 20-24 years 4.4 25-44 years 33.4 45-64 years 23.1 65+ years 5.2
Survey Sections
Quality of Life Government Operations &
Services
Department Services
Customer Service &
Communications
Transportation
QUALITY OF LIFE
20%
65%
13%
1% .7%
34%
57%
8% 1% 0
39%
53%
7% 0.3% .3%
Excellent Good Fair Poor Very Poor
2013 2015 2016
In general, how would you rate the quality of life in Lake in the Hills?
Total Good or Excellent Rating
2016 92%
2015 91%
2013 85%
5% INCREASE IN
EXCELLENCE RATING
FROM 2015 TO 2016
A GOOD OR EXCELLENT PLACE
TO LIVE
92% 92%
A GOOD OR
EXCELLENT PLACE TO WORK
A GOOD OR EXCELLENT PLACE TO RAISE CHILDREN
50%
POOR EXCELLENT GOOD FAIR
VERY POOR
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
AN EXCELLENT OR GOOD PLACE TO RETIRE
51%
68%
AN EXCELLENT OR GOOD PLACE TO FEEL A PART OF THE COMMUNITYPOOR EXCELLENT GOOD FAIR
VERY POOR
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
4%
5%
25%
39%
27%
LESS IMPORTANT VERY IMPORTANT IMPORTANT NEUTRAL
NOT IMPORTANT AT ALL
Public Works Open House Summer Concerts National Night Out Summer Sunset Festival
Festival of Trees
66%
of respondents feel Village sponsored community events
are important
Examples of Village sponsored community events include:
11%
30% 42%
13% 4%
53% feel informed about decisions made about our
community.
DISAGREE
STRONGLY AGREE AGREE
NEUTRAL
STRONGLY DISAGREE
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
I am pleased with the overall direction the Village
is taking.
I am pleased with the overall performance of the
Village Board.
PLEASED WITH THE OVERALL PERFORMANCE
OF THE VILLAGE BOARD COMPARED TO
54% IN 2015
57%
PLEASED WITH THE OVERALL DIRECTION THE
VILLAGE IS TAKING COMPARED TO
55% IN 2015
62%
VERY SATISFIED OR SATISFIED
WITH THE QUALITY OF POLICE SERVICES
85% 74%
VERY SATISFIED OR SATISFIED WITH THE QUALITY OF PUBLIC
WORKS SERVICES VERY SATISFIED OR
SATISFIED WITH THE QUALITY OF PARKS &
RECREATION SERVICES
75%
DISATISFIED VERY SATISFIED SATISFIED NEUTRAL
VERY DISATISFIED
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
VERY SATISFIED OR SATISFIED ABOUT THE
QUALITY OF OUR ECONOMIC
DEVELOPMENT EFFORTS
50% 51%
VERY SATISFIED OR SATISFIED WITH THE OVERALL PERMIT &
INSPECTION PROCESS
VERY SATISFIED OR SATISFIED WITH THE EFFORTS BY THE VILLAGE TO ENFORCE CODES AND
ORDINANCES
51%
DISATISFIED VERY SATISFIED SATISFIED NEUTRAL
VERY DISATISFIED
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
25%
32%
33%
6% 4%
55%
of users feel the online bill pay for Water Billing, Ticket/Ordinance Violation, and Airport Billing is very
easy or easy to use.
DIFFICULT VERY EASY EASY AVERAGE VERY DIFFICULT
26%
32%
35%
5% 2%
57%
of users feel the online bill pay for Parks & Recreation is very easy
or easy to use.
14% INCREASE IN USE OF ONLINE BILL PAY OF THOSE SURVEYED FROM 2015
DIFFICULT VERY EASY EASY AVERAGE VERY DIFFICULT
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Applying for a Building
Permit
Reviewing Status of a
Permit Application
Requesting an Inspection
Reporting a Code Violation
Public Portal Ease of Use
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Applying for a Building
Permit
Reviewing Status of a
Permit Application
Requesting an Inspection
Reporting a Code Violation
2015 2016
10% INCREASE IN EASE OF USE FOR APPLYING FOR A BUILDING PERMIT 24% INCREASE IN EASE OF USE FOR APPLYING FOR A BUILDING PERMIT
Departments
Police Department
POOR EXCELLENT GOOD FAIR
VERY POOR
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Excellent or Good for the Village's Efforts to Educate the Community About Public
Safety
Excellent or Good for Visibility of Police in
Residential Areas
Average for Visibility of Police in Retail Areas
RESPONDED EXCELLENT OR GOOD FOR POLICE VISIBILITY IN RETAIL AREAS COMPARED TO 48% IN 2015
51%
RESPONDED EXCELLENT OR GOOD FOR PUBLIC SAFETY EDUCATION COMPARED TO
62% IN 2015
68%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
The Village's efforts to prevent
crime How quickly police respond to
emergencies Enforcement of local traffic laws
EXCELLENT OR GOOD FOR ENFORCEMENT OF
LOCAL TRAFFIC LAWS COMPARED TO
64% IN 2015
70%
EXCELLENT OR GOOD FOR THE VILLAGE’S EFFORTS TO
PREVENT CRIME COMPARED TO
65% IN 2015
73%
POOR EXCELLENT GOOD FAIR
VERY POOR
Public Works
EXCELLENT OR GOOD FOR SNOW AND ICE
REMOVAL 66% IN 2015
71%
EXCELLENT OR GOOD FOR MAITENANCE OF PARKS & PLAYGROUNDS
66% IN 2015
80%
EXCELLENT OR GOOD FOR CARE OF
PARKWAY TREES 77% IN 2015
62%
POOR EXCELLENT GOOD FAIR
VERY POOR
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Maintenance of streets and
sidewalks Maintenance of Village
buildings Management of stormwater runoff
POOR EXCELLENT GOOD FAIR
VERY POOR
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pick up of trash, curbside recycling
and landscape waste
Water quality
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Pick up of trash, curbside recycling
and landscape waste
Water quality
EXCELLENT OR GOOD FOR WATER QUALITY
POOR EXCELLENT GOOD FAIR
VERY POOR
2015 2016
5% INCREASE IN WATER QUALITY RATINGS
Community Development
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Enforcing the cleanup of litter and debris on
private property
Enforcing the mowing and trimming of lawns on
private property
Enforcing the maintenance of commercial and residential properties
Enforcing the placement of temporary signs on
private property
GOOD OR EXCELLENT FOR ENFORCING MOWING AND TRIMMING OF LAWNS
46%
POOR EXCELLENT GOOD FAIR
VERY POOR
6% INCREASE FROM 40%
IN 2015
How would you rate the Village's efforts in enforcing snow
removal on residential sidewalks?
POOR EXCELLENT GOOD AVERAGE VERY POOR
10%
31%
34%
13%
12%
2016
OF RESIDENTS ARE SATISFIED WITH SNOW
REMOVAL
59%
Parks & Recreation
27.2%
53%
40.3%
Yes, Programs (including preschool, camp, athletics, senior programs, events, etc.)
Yes, Facilities
(including athletic fields, beaches, walking paths, parks, facility rentals, etc.)
No, no member of my household has used any
programs or facilities.
Have you/any member of your household used the Village's Parks and Recreation services in the past 12 months?
2015
4% INCREASE IN OVERALL USE OF PROGRAMS AND FACILITIES
AMONGST RESPONDENTS
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Gymnasium hosting basketball, volleyball, and
court sports
Fitness Center including weight room, fitness classes, showers, and
lockers
Community Center Lighted athletic fields
WOULD LIKE TO SEE LIGHTED ATHLETIC FIELDS
51%
WOULD LIKE TO SEE A COMMUNITY CENTER
61%
SOMEWHAT UNDESIRABLE VERY DESIRABLE
SOMEWHAT DESIRABLE INDIFFERENT
VERY UNDESIRABLE
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Interest levels in programs and activities that are currently provided by Parks & Recreation or may be developed in the future.
VERY INTERESTED
SOMEWHAT INTERESTED NOT INTERESTED
Athletics and Fitness Mature Adult Trips and
Programs Cultural Arts and
Dance Family and
Community Social Events
High Interest in Athletics & Fitness
75%
High Interest in Family/Community
Special Events
83%
INTERESTS ARE CONSISTENT FROM PREVIOUS YEARS WITH RESPONDENT DEMOGRAPHICS
Customer Service
and Communication
35%
22%
29%
32%
23%
40%
48%
36%
43%
35%
50%
44%
46%
37%
31%
34%
Administration Community Development Finance Utility Billing Human Resources Parks & Recreation Police Public Works
POOR EXCELLENT GOOD AVERAGE VERY POOR
Please rate the level of customer service you have received if you have interacted with any of the following departments.
EVERY DEPARTMENT RECEIVED A GOOD/EXCELLENT RATING FROM
AT LEAST 50% RESPONDENTS
NOT APPLICABLE POOR
EXCELLENT GOOD AVERAGE VERY POOR
2015 2016
VILLAGE
COMMUNICATION TO RESIDENTS
2015 2016
EASE OF CONTACTING THE VILLAGE
2015 2016
PROMPTNESS OF THE VILLAGE’S RESPONSE
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
NOT APPLICABLE POOR
EXCELLENT GOOD AVERAGE VERY POOR
2015 2016
USEFULNESS OF VILLAGE WEBSITE
2015 2016
USEFULNESS FOR SEASONAL BROCHURES
2015 2016
USEFULNESS FOR RESIDENT INSIDER
NEWSLETTER
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
21%
47%
20%
EXCELLENT OR GOOD USEFULNESS FOR A PERSONAL VISIT TO A
VILLAGE FACILITY
68%
23%
39%
29%
EXCELLENT OR GOOD USEFULNESS OF SOCIAL MEDIA
62%
26%
41%
27%
EXCELLENT OR GOOD FOR USEFULNESS OF VILLAGE MARQUEES
67%
NOT APPLICABLE POOR
EXCELLENT GOOD AVERAGE VERY POOR
CONSISTENT WITH RESPONSES FROM PREVIOUS YEARS
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
POOR EXCELLENT GOOD AVERAGE VERY POOR
Ease of north/south travel Ease of east/west travel Availability of walking/bicycle paths
2015 2016 2015 2016 2015 2016
GOOD OR AVERAGE AVAILABILITY OF
WALKING/BICYCLE PATHS
GOOD OR AVERAGE AVAILABILITY OF
WALKING/BICYCLE PATHS
62%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
POOR EXCELLENT GOOD AVERAGE VERY POOR
Availability of bicycle paths Availability of parking in residential areas Quantity and quality of roadway signage
2015 2016 2015 2016 2015 2016
GOOD OR AVERAGE QUANTITY AND QUALITY OF ROADWAY SIGNAGE
80%
Department Action
Any survey responses that requested specific action were personally addressed by the department best suited to address the questions or concerns.
