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Section 1: Charts and Graphs

Miami-Dade 2008 Resident Satisfaction Survey: Final Report

ETC Institute (January 2009) 1

Data from BOTH Versionsof the survey

District 18%

District 27%

District 38%

District 47%District 5

8%

District 67%

District 78%

District 89%

District 98% District 10

8%

District 118%

District 128%

District 138%

Overall Distribution of Respondents by Districtby percentage of respondents

(Does not equal 100% due to rounding)

Source: ETC Institute DirectionFinder (Miami-Dade County 2008)



Communication RatingsQ6 Version 1 and Q9 Version 2

23%

17%

11%

12%

10%

10%

6%

38%

43%

35%

34%

34%

35%

25%

29%

30%

39%

43%

32%

38%

39%

10%

10%

16%

11%

23%

18%

31%

County's Answer Center 311

The County's website (www.miamidade.gov)

Info. programming on Miami-Dade TV

Video programming on County website

Availability of info. about programs/services

Effectiveness of County commun. w/ the public

Public involvement in Miami-Dade County government

0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)

Satisfaction with Communication ServicesProvided by Miami-Dade County


by percentage of respondents (excluding don't knows)



60%

61%

44%

46%

46%

45%

31%

61%

36%

42%

38%

25%

The County's website (www.miamidade.gov)

County's Answer Center 311

Availability of info. about programs/services

Info. programming on Miami-Dade TV

Video programming on County website

Effectiveness of County commun. w/ the public

Public involvement in Miami-Dade County government

0% 20% 40% 60% 80% 100%

2008 2005

TRENDS: Satisfaction with Various Aspects ofCommunication Services in Miami-Dade County


not asked in 2005

not asked in 2005

by percentage of respondents who were "Very Satisfied" or "Satisfied" (excluding don't knows)

Demographics



How Many Years Have You Lived in Miami-Dade County?

by percentage of respondents

Under 5 years8%

6 to 10 years9%

11 to 15 years8%

16 to 20 years11%

21 to 30 years21%

31+ years37%

Not provided6%


Other3%

Black 20%

White77%

Other8%

Black 20%

White72%

Respondents' Raceby percentage of respondents


2008 Survey 2007 Census Estimate



Yes-Cuban Ancestry34%

Yes-Other Hispanic25%

No40%

Not provided1%

Are You of Cuban, or Other Hispanic or Latino Ancestry?by percentage of respondents


2007 Census = 61%2008 Survey = 59%

Under age 1012%

Ages 11-1911%

Ages 20-4431%

Ages 45-6429%

Ages 65+17%

Under age 1012%

Ages 11-1912%

Ages 20-4432%

Ages 45-6428%

Ages 65+16%

Ages of Household Occupantsby percentage of all persons in the households surveyed


2008 Survey 2005 Survey



Under $15, 00011%

$15,000-29,99915%

$30,000-$49,99918%

$50,000-$99,99926%

100,000 or more18%

Not provided12%

Total Annual Household Incomeby percentage of respondents


Male49%

Female51%

Gender of the Respondentsby percentage of respondents




Data from Version 1 Only

District 18%

District 28%

District 37%


8%

District 67%

District 78%

District 89%


7%

District 117%

District 128%

District 138%

Distribution of Respondents for Version 1 by percentage of respondents

(Does not equal 100% due to rounding)




Q1 Organizational Goals

8%

9%

8%

5%

34%

30%

29%

15%

31%

35%

32%

30%

26%

26%

31%

50%

Miami-Dade continuously improves services

Miami-Dade government is customer-focused

Miami-Dade delivers excellent public services

Miami-Dade government use taxes wisely

0% 20% 40% 60% 80% 100%

Strongly Agree (5) Agree (4) Neutral (3) Disagree (1/2)

How Well Residents Think Miami-Dade County Government is Achieving Selected Organizational Goals





42%

37%

20%

39%

35%

27%

19%

30%

24%

27%

16%

Miami-Dade continuously improves services

Miami-Dade delivers excellent public services

Miami-Dade government use taxes wisely

Miami-Dade government is customer-focused

0% 10% 20% 30% 40% 50%

2008 2005 2003

TRENDS: How Well Residents Think Miami-Dade County Government is Achieving Selected

Organizational Goals


Not asked in 2003

by percentage of respondents who agreed or strongly agreed with the statement (excluding don't knows)

Q2 Water/Sewer



31%

27%

46%

49%

13%

15%

9%

10%

Overall quality of drinking water*

Quality of sewer (wastewater treatment) services**

0% 20% 40% 60% 80% 100%


Overall Satisfaction with Various Water and Sewer Services Provided by Miami-Dade County



*Water Service Area Only**Sewer Service Area Only

77%

75%

75%

70%

Overall quality of drinking water*

Quality of sewer (wastewater treatment) services**

0% 20% 40% 60% 80% 100%

2008 2005

Overall Satisfaction with Water and Sewer Services in Miami-Dade County



*Water Service Area Only**Sewer Service Area Only



Q3 Public Safety

Agreement with Various Statements About Public Safety Behavior/Perceptions in Miami-Dade County

35%

36%

32%

20%

47%

40%

42%

33%

9%

11%

14%

18%

9%

13%

12%

29%

I know where to get info during an emergency

I feel safe walking alone during the day*

My household is prepared for emergencies

I feel safe walking alone during the evening*

0% 20% 40% 60% 80% 100%




*Police Service Area Only



77%

53%

73%

82%

78%

50%

76%

79%

55%

32%

I feel safe walking alone during the day*

I feel safe walking alone during the evening*

My household is prepared for emergencies

I know where to get info during an emergency

0% 20% 40% 60% 80% 100%

2008 2005 2003

TRENDS: Public Safety Behavior/Perceptions


Not asked in 2003

Not asked in 2003


*Police Service Area Only

Q4 Transportation



Satisfaction with Transportation Servicesin Miami-Dade County

15%

14%

13%

14%

13%

8%

7%

9%

40%

40%

40%

37%

29%

30%

27%

25%

36%

23%

22%

26%

29%

25%

26%

27%

10%

24%

25%

23%

30%

37%

40%

39%

Miami Seaport services

Availability of sidewalks for pedestrians

Maintenance of County streets

Miami International Airport (MIA) services

Ease of finding out which trains & buses to take

Traffic signal coordination during peak congestion

Management of traffic flow on County streets

Quality of Miami-Dade County's public transit

0% 20% 40% 60% 80% 100%




TRENDS: Satisfaction with Transportation Servicesin Miami-Dade County

55%

51%

34%

53%

54%

42%

34%

38%

52%

50%

26%

48%

46%

34%

32%

28%

Miami Seaport Services

Miami International Airport (MIA) services

Management of traffic flow on County streets

Maintenance of County streets

Availability of sidewalks for pedestrians

Ease of finding out which trains and buses to take

Quality of Miami-Dade County's public transit

Traffic signal coordination during peak congestion

0% 10% 20% 30% 40% 50% 60% 70%

2008 2005Source: ETC Institute DirectionFinder (Miami-Dade County 2008)




Q5 Social Services

13%

12%

11%

9%

11%

8%

9%

32%

32%

32%

30%

28%

30%

24%

34%

33%

36%

40%

32%

38%

37%

22%

22%

21%

21%

29%

24%

31%

Availability of services for disabled persons

Availability of services to seniors

Availability of services to children

Variety of Social Services provided

Ease of finding info. on Social Services

Quality of Social Services provided

Services for people on a low/fixed income

0% 20% 40% 60% 80% 100%


Satisfaction with Social Servicesin Miami-Dade County





Q7 Where people get information

Where Residents Obtain Information About County Government Issues, Services, and Events

by percentage of respondents (multiple choices could be made)

56%43%

39%28%28%

16%15%

12%16%

11%8%7%

3%2%

1%

55%49%

44%31%

26%20%

19%16%

7%5%6%

Local TV/Cable News

The Miami Herald

County Website: www.miamidade.gov

Radio-station - English

Community Newspapers

Radio-station - Spanish

Miami-Dade TV

El Nuevo Herald

County Answer Center/311

Civic Association Newsletters/Websites

County Office/Phone Number (Not 311)

Miami Times

Social networking sites

Other websites

Radio station-Creole

0% 10% 20% 30% 40% 50% 60% 70%


Not asked in 2005

Not asked in 2005

Not asked in 2005

Not asked in 2005



Q8 Community Planning

9%

7%

7%

6%

6%

6%

5%

5%

6%

31%

29%

23%

23%

22%

22%

19%

19%

18%

33%

39%

31%

34%

27%

30%

35%

31%

43%

28%

25%

39%

37%

45%

42%

41%

45%

34%

Development and land use in your neighborhood

Tax Collector's Office

Development and land use in the County

Property Appraiser's Office

How well the County is managing growth

Process for conducting building inspections

Effectiveness of revitalizing low income areas

Process for getting permits for construction

Opportunities for involvement in economic devlp.

0% 20% 40% 60% 80% 100%Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)

Satisfaction with Various Aspects of Community Planning/Development

in Miami-Dade County*



*UMSA Service Area Only



40%

37%

29%

30%

24%

28%

28%

24%

24%

38%

33%

29%

27%

21%

21%

20%

19%

19%

Development and land use in your neighborhood

Tax Collector's Office

Property Appraiser's Office

Development and land use in the County

Opportunities for involvement in economic devlp.

How well the County is managing growth

Process for conducting building inspections

Process for getting permits for construction

Effectiveness of revitalizing low income areas

0% 20% 40%

2008 2005

TRENDS: Satisfaction with Community Planning/Development*




Q9 Community Relations



12%

5%

10%

26%

12%

32%

29%

21%

34%

33%

63%

24%

Racial/ethnic tension is a problem in the County

Racial/ethnic tension is a problem in my area

County promotes positive relations between groups

0% 20% 40% 60% 80% 100%Strongly Agree (5) Agree (4) Neutral (3) Disagree (1/2)

Agreement with Various Statements About Community Relations in Miami-Dade County*


Negative Response is GOOD



38%

42%

17%

50%

37%

14%

Racial/ethnic tension is a problem in the County

County promotes positive relations between groups

Racial/ethnic tension is a problem in my area

0% 20% 40% 60%2008 2005

TRENDS: Overall Agreement with Statements About Community Relations*


Lower Total is GOOD





Q10 Appearance

20%

19%

16%

16%

12%

48%

47%

46%

44%

45%

18%

19%

26%

23%

28%

14%

15%

13%

17%

16%

Appearance of your neighborhood

Maintenance of residential property in your area

Maintenance of business property in your area

Cleanliness of waterways near your home

Appearance of Miami-Dade County

0% 20% 40% 60% 80% 100%


Satisfaction with the Appearance of the Community*






56%

68%

66%

62%

60%

54%

63%

63%

56%

49%

Appearance of Miami-Dade County

Appearance of your neighborhood

Maintenance of residential property in your area

Maintenance of business property in your area

Cleanliness of waterways near your home

0% 20% 40% 60% 80% 100%2008 2005

TRENDS: Overall Satisfaction with theAppearance of the Community*




Q11 Street Maintenance



19%

17%

15%

15%

14%

13%

51%

47%

46%

44%

44%

36%

18%

21%

20%

24%

21%

23%

12%

15%

19%

17%

22%

29%

Quality of road signs

Landscaping along streets/in medians

Overall cleanliness (lack of litter/debris)

Tree canopy along streets

Overall smoothness

Prevention of street flooding

0% 20% 40% 60% 80% 100%


Satisfaction with Maintenance Serviceson Major Streets



69%

58%

61%

64%

59%

49%

57%

51%

48%

48%

40%

39%


Overall smoothness


Landscaping along streets/in medians



0% 20% 40% 60% 80%

2008 2005

TRENDS: Satisfaction with Maintenance Serviceson MAJOR STREETS





17%

15%

14%

14%

14%

50%

46%

43%

43%

34%

20%

20%

25%

21%

23%

13%

19%

17%

22%

30%




Overall smoothness


0% 20% 40% 60% 80% 100%


Satisfaction with Maintenance Serviceson Side Streets



67%

57%

61%

58%

48%

54%

51%

49%

43%

41%


Overall smoothness




0% 20% 40% 60% 80%


TRENDS: Satisfaction with Maintenance Serviceson SIDE STREETS




Waste Collection

39%

32%

32%

45%

42%

40%

11%

16%

17%

6%

10%

12%

Curbside garbage collection service

Curbside bulky waste collection

Neighborhood Trash & Recycling Center

0% 20% 40% 60% 80% 100%


Satisfaction withWaste Collection Services





84%

71%

74%

81%

72%

57%

Curbside garbage collection services



0% 20% 40% 60% 80% 100%

2008 2005

TRENDS: Satisfaction with Waste Collection Services



Q12 Maintenance Priorities



21%

19%

19%

14%

13%

9%

8%

8%

7%

5%

5%

4%

3%

2%

Prevention of street flooding on major streets

Overall smoothness of major streets

Prevention of street flooding on side streets

Overall cleanliness of major streets

Overall smoothness of side streets

Overall cleanliness of side streets

Landscaping along major streets/in medians

Tree canopy along major streets

Quality of road signs along major streets

Tree canopy along side streets

Quality of road signs along side streets



Curbside garbage collection services

0% 10% 20% 30%

by percentage of respondents who selected the item as one of their top two choices

Maintenance Services that Residents ThoughtMiami-Dade County Needs to Improve Most


Q13-Q14 Use of Neighborhood Trash/

Recycling Centersand

Bulky Trash Service




During the past 12 months, approximately how many times have you taken trash to a County neighborhood

trash and recycling center?

None56%

1-2 times21%

3-5 times12%

6 or more9%

Don't know3%



During the past 12 months, approximately how many times have you set out bulky trash for a pick-up?*

None63%

1-2 times29%

3-5 times3%

6 or more3%

Don't know2%

Source: ETC Institute DirectionFinder (Miami-Dade County 2008)*Bulky Waste Service Area Only



Q15 Willingness to Pay toUse Neighborhood Trash

and Recycling Centers


Would you be willing to pay a nominal fee for each visit to a County neighborhood trash and recycling center in order to

keep the annual waste fee at its current level longer?*

Yes16%

Maybe16%

No52%

Don't know16%

Source: ETC Institute DirectionFinder (Miami-Dade County 2008)*UMSA Service Area Only



Q16-Q18 Recycling


How often do you recycle in your home?*

Always58%

Usually17% Sometimes

9%

Rarely6%

Never9%

Don't know1%

Source: ETC Institute DirectionFinder (Miami-Dade County 2008)*Recycling Service Area Only




Which curbside recycling program is currently being used in your neighborhood?*

Two-Bin Program33%

New Single-Stream Prog48% Don't know

19%

Source: ETC Institute DirectionFinder (Miami-Dade County 2008)*Recycling Service Area Only


Overall Satisfaction with Current Curbside Recycling Services*

Very Satisfied36%

Satisfied31%

Neutral11%

Dissatisfied5% Very Dissatisfied

5%

Don't know12%

Source: ETC Institute DirectionFinder (Miami-Dade County 2008) *Recycling Service Area Only



Q19 Foreclosure


Have you been threatened with foreclosure on your home during the past two years?

Yes4%

No93%

Not provided3%




Data from Version 2 Only

District 18%

District 27%

District 38%


7%

District 68%

District 78%

District 88%


8%

District 118%

District 127%

District 137%

Distribution of Respondents for Version 2 by percentage of respondents




Q 1 Overall Ratings


16%

10%

15%

9%

45%

37%

28%

30%

23%

24%

19%

26%

16%

29%

38%

34%

As a place to live

As a place to work

As a place to retire

As a place to raise children

0% 20% 40% 60% 80% 100%

Excellent (5) Good (4) Neutral (3) Below Average (1/2)

How Residents Rate the Quality of Lifein Miami-Dade County*


*UMSA Only



61%

47%

43%

39%

67%

52%

42%

43%

41%

42%

45%

40%

As a place to live

As a place to work

As a place to retire

As a place to raise children

0% 20% 40% 60% 80%

2008 2005 2003

TRENDS: How Residents Rate the Quality of Lifein Miami-Dade County*

by percentage of respondents who rated the item as "Excellent" or "Good" (excluding don't knows)

Source: ETC Institute DirectionFinder (Miami-Dade County 2008) *UMSA Only

Q 2 Government Ratings



10%

11%

6%

41%

34%

25%

28%

29%

30%

20%

26%

39%

Quality of services provided by Miami-Dade County

Quality of customer service from County employees

Value received from Miami-Dade County taxes/fees

0% 20% 40% 60% 80% 100%


Overall Satisfaction with Miami-DadeCounty Government



51%

45%

31%

48%

43%

29%

37%

Quality of services provided by Miami-Dade County

Quality of customer service from County employees

Value received from Miami-Dade County taxes/fees

0% 20% 40% 60%

2008 2005 2003

TRENDS: Overall Satisfaction with the Quality of Service Provided by Miami-Dade County



Not asked in 2003

Not asked in 2003



Q 3 Municipal Government Ratings

12%

9%

39%

29%

29%

29%

20%

33%Value received for municipal taxes and fees

0% 20% 40% 60% 80% 100%


Overall Satisfaction With Municipal Government Services*


Quality of services provided by municipal government


*Outside UMSA Only



Q 4 Public Safety Ratings

Satisfaction with Public Safety Services

34%

34%

22%

17%

19%

14%

14%

16%

14%

13%

12%

50%

48%

47%

46%

41%

39%

37%

35%

35%

35%

34%

14%

15%

24%

22%

26%

29%

29%

25%

31%

29%

26%

2%

3%

7%

15%

14%

18%

20%

24%

20%

23%

29%

Quality of fire services**

Quality of local emergency/ambulance services**

Quality of the County's emergency preparedness***

Quality of police services*

Access to police during emergencies*

Quality of animal care and control services***

Police efforts to prevent violent crime*

Courtesy, respectfulness, fairness of police*

Access to police during non-emergencies*

Police efforts to prevent property crime*

Enforcement of local traffic laws*

0% 20% 40% 60% 80% 100%




*Police Service Area Only**Fire Response Service Area Only***UMSA Only



84%

82%

69%

63%

60%

53%

51%

49%

51%

48%

46%

82%

79%

60%

61%

54%

51%

51%

46%

48%

48%

44%

Quality of fire services**

Quality of local emergency/ambulance services**

Quality of the County's emergency preparedness***

Quality of police services*

Access to police during emergencies*

Quality of animal care and control services***

Police efforts to prevent violent crime*

Access to police during non-emergencies*

Courtesy, respectfulness, fairness of police*

Police efforts to prevent property crime*

Enforcement of local traffic laws*

0% 20% 40% 60% 80% 100%

2008 2005

TRENDS: Satisfaction with Public Safety Services in Miami-Dade County



*Police Service Area Only**Fire Response Service Area Only***UMSA Only

Q 5 Public Safety Priorities



22%

19%

18%

16%

13%

10%

8%

6%

5%

4%

3%

Police efforts to prevent property crime

Enforcement of local traffic laws

Police efforts to prevent violent crime

Courtesy, respectfulness, fairness of police

Quality of police services

Quality of animal care and control services

Access to police during non-emergencies

Quality of the County's emergency preparedness

Access to police during emergencies

Quality of local emergency/ambulance services

Quality of fire services

0% 10% 20% 30%

Sum of Both Choices

Public Safety Services That Residents Thought Miami-Dade County Should Improve Most



Q 6 Mass Transit Use



Almost every day6%

1-3 times a week4%

1-3 times a month6%

Less than once a month20%

Never64%

How frequently do you use mass transit in Miami-Dade County?



Q 7 Mass Transit Ratings



17%

17%

14%

18%

12%

13%

11%

11%

13%

8%

9%

10%

8%

46%

44%

38%

33%

37%

33%

33%

34%

27%

30%

26%

25%

24%

27%

27%

28%

34%

32%

31%

33%

34%

25%

37%

30%

35%

27%

10%

12%

20%

16%

18%

24%

23%

22%

35%

25%

34%

31%

42%

Reliability of train services

Frequency of train services

Ease of access to train stops

Courtesy of bus drivers

Cleanliness of train stops

Feeling of safety at the train stops

Cleanliness of trains

Cleanliness of buses

Bus routes go where I need to go

Cleanliness of bus stops

Reliability of bus services

Feeling of safety at the bus stops

Frequency of bus services

0% 20% 40% 60% 80% 100%


Satisfaction with Various Aspects of Mass TransitServices in Miami-Dade County



63%

61%

52%

51%

49%

46%

44%

45%

40%

38%

35%

35%

32%

57%

54%

45%

44%

46%

44%

44%

41%

35%

36%

30%

33%

24%














0% 20% 40% 60% 80%

2008 2005

TRENDS: Satisfaction with Various Aspects ofMass Transit Services in Miami-Dade County





Q 8 Mass Transit Priorities

16%14%

9%7%

6%6%

6%5%

3%3%

3%3%

2%














0% 5% 10% 15% 20%

Sum of Both Choices

Mass Transit Services that Residents Thought Miami-Dade County Needs to Improve Most





Q 10 Indirect Communication

Indirect Communication Preferences


83%

60%

47%

36%

8%

7%

7%

6%

2%

Local TV news

Newspapers

Radio

County website

Magazines

Community/town hall meetings

In person at local government offices

Social networking sites

Other websites

0% 20% 40% 60% 80% 100%

Sum of Top Three Choices

by percentage of respondents (respondents were allowed to select up to three choices)



Q 11 Direct Communication

Direct Communication Preferences


79%

38%

21%

6%

Direct mailings to your home

Email notifications

By phone

SMS/text messaging

0% 20% 40% 60% 80% 100%

Sum of Top Three Choices

by percentage of respondents (respondents were allowed to select up to three choices)



Q 12 Culture/library/parks Ratings

Satisfaction with Information about Culture, Parks and Libraries in Miami-Dade County



Very satisfied16%

Satisfied39%

Neutral28%

Dissatisfied12%Very dissatisfied

5%



17%

16%

14%

43%

39%

38%

27%

29%

31%

14%

17%

17%

Quality of cultural/theaters/museums/art centers

Availability of arts (dance, music, theater, etc.)

Availability of cultural facilities

0% 20% 40% 60% 80% 100%


Satisfaction with Cultural Facilities and Programsin Miami-Dade County



60%

55%

52%

54%

49%

49%

Quality of cultural/theaters/museums/art centers

Availability of arts (dance, music, theater, etc.)

Availability of cultural facilities

0% 20% 40% 60% 80%

2008 2005

TRENDS: Satisfaction with Various Aspects ofCultural Facilities and Programs in Miami-Dade County





18%

16%

15%

15%

11%

11%

49%

48%

47%

38%

39%

36%

22%

24%

25%

24%

33%

33%

11%

12%

13%

23%

16%

20%

Quality of park ground maintenance

Quality of County park system

Quality of park facilities maintenance

Availability of green space near your home

Quality of park programs

Availability of park programs

0% 20% 40% 60% 80% 100%


Satisfaction with Parks and Park Programs in Miami-Dade County*



*UMSA Only

67%

64%

62%

53%

50%

47%

61%

59%

57%

49%

48%

46%

Quality of park ground maintenance

Quality of County park system

Quality of park facilities maintenance

Availability of green space near your home

Quality of park programs

Availability of park programs

0% 20% 40% 60% 80% 100%

2008 2005

TRENDS: Satisfaction with Various Aspects ofParks and Park Programs in Miami-Dade County*



*UMSA Only



29%

28%

25%

24%

46%

47%

44%

46%

19%

20%

23%

21%

6%

5%

9%

9%

Quality of the County's library system

Quality of library facilities maintenance

Availability of the materials

Hours libraries are open

0% 20% 40% 60% 80% 100%


Satisfaction with Library Servicesin Miami-Dade County



75%

75%

69%

70%

72%

71%

66%

66%





0% 20% 40% 60% 80% 100%

2008 2005

TRENDS: Satisfaction with Various Aspects ofLibrary Services in Miami-Dade County





Q 13 Library Service Priorities

25%

21%

13%

10%





0% 10% 20% 30%

Sum of Top Two Choices



Library Services That Residents ThoughtMiami-Dade County Needs to Improve Most



Q 14 and 14aContact with the County

Q 14 and 14aContact with the County



Yes 49%

No 49%

Don't know 2%



Have You had Contact by Phone or In-Person with any Miami-Dade County Department

in the Last Twelve Months?

31%

30%

27%

26%

21%

19%

19%

16%

16%

14%

12%

15%

311/County Answer Center

Police

Library services

Garbage collection/recycling

Property tax collection

911/Emergency services

Water & sewer services

Parks & recreation programs

Property appraisal

Street maintenance

Transit services

Other

0% 10% 20% 30% 40%

If Yes, Which Service(s) Did You Contact?*

(multiple choices could be made)

Q 15 Customer Service Ratings



25%

21%

19%

19%

20%

17%

39%

35%

34%

33%

31%

21%

20%

19%

19%

20%

21%

27%

16%

25%

28%

28%

28%

35%

The County employees were courteous/professional

I was able to get my question/concern resolved

It was easy to find someone to address my request

The response time was reasonable

I was satisfied with my experience

The County employees went the extra mile

0% 20% 40% 60% 80% 100%


Agreement with Statements About the Quality of Customer Service Provided by Miami-Dade County



64%

56%

53%

52%

51%

38%

54%

49%

44%

44%

42%

28%







0% 20% 40% 60%

2008 2005

TRENDS: Agreement with Statements About the Quality of Customer Service Provided by Miami-Dade County





Q 16 Customer Service Priorities

29%

25%

24%

24%

15%

6%







0% 10% 20% 30%

Sum of Top Two Choices



Areas of Customer Service That Residents Thought Miami-Dade County Needs to Improve Most



English55%

Spanish39%

Creole4%

Other2%

What is your primary language?by percentage of respondents


Overall, how satisfied are you with your ability to transact business in Miami-Dade County

in your primary language?by percentage of respondents


Very dissatisfied5%

Dissatisfied8%

Neutral17% Satisfied

35%

Very satisfied29%

Don't know6%



Insurance

Yes 84%

No 15%

1%



55%

31%

18%

9%

5%

Employer provided

Medicare

Private provider

Medicaid

Other

0% 20% 40% 60%

What type of health insurancedo you currently have?(multiple choices could be made)

Do you currently have any form of health insurance or health plan?

Not provided



What is the main reason you do not have insurance?by percentage of respondents who indicated they did

not currently have health insurance (multiple choices could be made)


79%

8%

8%

6%

6%

4%

12%

It is too expensive

Other family member has it

Can't get it due to poor health, illness or age

Don't know how to get insurance

Employer offers plan but not eligible

Don't think I need insurance

Other

0% 20% 40% 60% 80%



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