Customer Satisfaction Survey

Customer Satisfaction Survey – Final Report

2006 Downtown Waterline Improvements (Project # 2WL-124)

Project Background:

This project included the installation of two 8” waterlines along Massachusetts Street from 7^th Street to 9^th Street. Additional work included the installation of new electrical conduits, wiring and outlets as well as reconstruction of the sidewalk ramps and cross walks. The project was constructed in two phases. The first phase consisted of waterline, electrical and sidewalk work on the east side of Massachusetts, from 7^th to 9^th. The second phase consisted of similar work on the west side. A planned third phase, milling and overlaying of Massachusetts from 7^th to 9^th Street was postponed until next years project is completed and fire lines are installed.

Construction on east side of Mass Pipe and valve installation at 9^th Mass

Survey Information:

The survey was mailed to 72 business owners and managers in the 700 and 800 blocks of Massachusetts in an effort to receive feedback on all aspects of the project. This feedback will assist the City of Lawrence Utilities Department as it strives for continual improvement of project planning and administration. Chart 1 provides information on survey return.

Chart 1

The survey contained ten (10) questions with a range of possible answers from “strongly disagree” to “strongly agree” to “does not apply”. There was room at the bottom of the survey for written comments. A copy of the survey is attached, as well as a list of the written comments.

Survey Results:

Survey data indicates that most customers believe the City provided adequate information and notification in advance of the project. One respondent wrote that the City needs to take a more active role in setting up public meetings and needs to conduct them earlier in the process. (comment #5)
Most respondents believe that adequate steps were taken to minimize disruption. One comment (comment #10), and one letter that came back with the survey, question why the work wasn’t done at night.
Customers indicated overall satisfaction with the contractors and with the responsiveness of City staff.
The construction methodology (one lane closure at a time) was met with approval by most respondents. A small number of customers (16%) disapproved of the methodology, but did not identify any alternatives.
The majority of respondents believe that the project enhanced the long-term viability of downtown Lawrence.

Survey Data

1	The City provided adequate information in advance of the project
2	I understood the need for the project based on information provided.
3	The City and its contractors took adequate steps to minimize disruption to my business or residence.
4	The contractors were polite and professional.
5	City staff was informative.
6	I was provided a contact name/number to call if I had questions.
7	The concerns I conveyed to the contact person were addressed in a timely fashion.
8	I was provided adequate information regarding fire line installation incentives.
9	The project enhanced the long-term viability of downtown Lawrence.
10	The construction methodology (1 lane closure at a time) was the best alternative for this project.

Survey Comments

Did not agree with what you are offering (with regards to fire line incentives, question #8)
Good job!!
I know it needed to be done, but just about killed my business. It hasn’t returned.
Thank you for completing the job early. Only thing would have been to close off the street to cars on Sidewalk Sale day. I believe it would have made a tremendous difference.
#8 – City was slow to get info back to property owners. #1 and #2 – Seemed like there was no public meeting for property owners until I put one together at Arensburg’s shoes fairly late in the game. I would recommend a similar meeting next year in February or March so there is plenty of time to prepare for all the details. I do think everything worked out very well. Much thanks to all involved.
Dave Osborne was great to work with. So were the Nowak guys. Thanks for doing such a wonderful job.
(letter received with various comments: in essence the letter expressed disappointment that the project was not done at night and expressed frustration at the drop in business that the writer attributes to the project)
I know it had to be done but it killed my business in an already tentative time.
I just wish we could have saved the retail the pain of lost sales.
#10) The project could have been completed a lot sooner. There were days when there was no work being done. The Contractor was given too much time to complete the job. #3) Next time these projects need to be done during night time so it won’t interrupt the business. #9) It needed to be done which is understandable, but also has had a negative impact on downtown business in addition to the heat. #8) Fire Line Installation Program: The Dept should have notified landlords and business owners 6 months + as it would have given us ample time to figure out a budget just like you. It seemed like this idea was a last minute deal. It was not thought out ahead of time. Needs better planning. TY!
Thanks for finishing ASAP!
The contractor’s contact was extremely helpful with my questions concerning the sidewalk sale and very polite and even saw several construction workers during the sale making sure all my concerns had been taken care of.

Copy of Survey Document

Dear Customer,

The City of Lawrence Utilities Department recently completed the 2006 Downtown Waterline Improvement Project (Project #2WL-124). The project involved installation of 8” water lines, sidewalk ramps and crosswalks and new electrical conduits and wiring along Mass from 7^th to 9^th. The City of Lawrence Utilities Department is always interested in eliciting feedback from its customers so that we can improve our service level. Please take a moment to fill out the attached brief survey and drop it in the mail box. Postage is paid. Thanks for your input.

Please circle a response for each question.

	Strongly Disagree	Disagree	Agree	Strongly Agree	Does not apply
1. The City provided adequate information in advance of the project.	1	2	3	4	n/a
2. I understood the need for the project based on information provided.	1	2	3	4	n/a
3. The City and its contractors took adequate steps to minimize disruption to my business or residence.	1	2	3	4	n/a
4. The contractors were polite and professional.	1	2	3	4	n/a
5. City staff was informative.	1	2	3	4	n/a
6. I was provided a contact name/number to call if I had questions.	1	2	3	4	n/a
7. The concerns I conveyed to the contact person were addressed in a timely fashion.	1	2	3	4	n/a
8. I was provided adequate information regarding fire line installation incentives.	1	2	3	4	n/a
9. The project enhanced the long-term viability of downtown Lawrence	1	2	3	4	n/a
10. The construction methodology (1 lane closure at a time) was the best alternative for this project.	1	2	3	4	n/a

Comments: _______________________________________________

_________________________________________________________

Mail to:

Jim Stuit, Engineering Project Manager

City of Lawrence Department of Utilities

PO Box 708 Lawrence, Kansas 66044

(785) 832-7815 jstuit@ci.lawrence ks.us