Report BBPD Community Wide Survey Final 06-28-10

8/8/2019 Report BBPD Community Wide Survey Final 06-28-10

1/80

http://www.customerlifecycle.us

Community Wide Survey Quantitative Research

Prepared for:

June 28, 2010June 28, 2010

Final Report


2/80


2

Table of Contents

Executive Summary Page

- Background 4- Research Methodology 6- Key Findings 9- Recommendations 24

Detailed Findings

- Broad Measures 30

- Customer Satisfaction Metrics 35- Awareness of Park District Programs and Facilities 36

- Overall Experience with Park District Facilities/Staff 37

- Usage of Facilities and Programs 42- Change in Frequency of Facility and Program Usage 43- Stated Importance What Do Residents Tell Us Is Most Important? 48

- Derived Importance What Are The Key Drivers of Satisfaction 49- Stated Importance of Recreation Program Attributes 50- Derived Importance of Recreation Program Attributes 51- Integration of Stated and Derived Importance 52- Derived x Stated Importance 53- Satisfaction with Recreation Program Attributes 54- Satisfaction x Stated Importance Recreation Program Attributes 55- Suggestions Regarding Recreation Program Attributes 56

- Problems with Registration Process 60


3/80


3

Table of Contents

Detailed Findings (Cont.) Page

- Frequency of Registering for Filled Programs 61

- Interest in Family Changing Room 62- Obstacles to Increased Program Participation 63- Agreement with Park District Related Statements 64- Quality of Instruction 65- Appeal of Potential Programs and Events 66- Additional Program Needs by Group 67

- Impact of Pricing/Program Scenarios on Frequency of Program Participation 68- Interest in Facility Enhancements 69- Current Communication Methods 70- Frequency of Communication 71- Preferred Communication Methods 72- Value of Park District Programs 73- Single Thing Park District Could Do Better 74


4/80


Executive Summary

4

research is to see what everybody else has seen

and to think what nobody else has thought albert szent-gyrgi, vitamin c researcher


5/80


5

Background

The Bolingbrook Park Districts mission statement is to . . .

Provide park and recreation services in a fiscally responsible manner to help stakeholders achieve qualityof life.

Every three years the Park District conducts a community-wide survey to obtain information abouthow well it is meeting stakeholder needs.

To help conduct the current wave of research, the Park District retained Customer Lifecycle, LLC.


6/80


6

Background (Cont.)

The primary objectives of the current survey are to understand . . .

Current and future program needs,

Awareness of and knowledge about current programs and facilities,

Constituent perceptions of customer friendliness and customer service,

How the constituents view the value of tax dollars being spent through the Park District,

Whether or not constituents are educated about the fact that the Park District and Village are separate governing entities,

How to increase awareness and usage of the nature center that educates on environmental issues,

The needs and wants of the diverse communities within Bolingbrook, and

Similarly, who is the community today, what do they want, and what specific expectations do they have of the Park District.


7/80


7

Research Methodology

The research was conducted in two phases:

Qualitative Research focus groups with users and non-users

Quantitative Research postcard invitation to online or mail survey

Reasoning

Focus groups prior to the online/mail surveyensured that all issues impacting customers satisfaction with Park District,overall, and with individual programs and services were identified and incorporated into the quantitative research.

Moreover, the focus groups afforded the opportunity to present and flesh out new program/service ideas aswell identify current obstacles to more active participation, all of which were quantified in the online/mailsurvey.


8/80


8

Research Methodology - Qualitative Research

Customer Lifecycle developed screenerand discussion guide with input and final approval from Park District.

Four focus groups, each of which lasted 1.5 to 2 hours and was attended by 11 to 12 residents (45 residents in total), wereconducted:

1 with self-identified users of Park District programs and facilities (not just parks and trails)

1 with non-users (may use parks and trails)

2 with mix of users and non-users

Bolingbrook residents aged 18 and older (English speaking) were recruited using sample provided by the Park District and theVillage of Bolingbrook and selected to provide a cross-section with respect to several demographic variables and use of Park Districtprograms.

Each participant received an honorarium of $50.


9/80


9

Research Methodology - Quantitative Research

Customer Lifecycle developed 20-minute questionnaire with input and final approval from Park District.

Park District programmed questionnaire and administered printing and mailing of postcards and hard copy questionnaires.

Questionnaire was administered online except for those respondents who called in to request a hard copy of the survey to mail back.

Sample provided by Village of Bolingbrook.

Fieldwork

May 3 5,297 invitation post cards mailed.

May 10 1st reminder post cards.

May 18 2nd reminder post cards.

June 1 Cut-off date. Received a total of 478 completed questionnaires, for a 9% response rate.

Results are within +/- 4.5 percentage points at the 95th percent level of confidence.


10/80


10

The Bolingbrook Park District appears to be fulfil ling its mission of providing stakeholders (residents) with opportunities toenhance their spiritual, mental, physical and emotional well being and doing so in a manner that Bolingbrook residents find

highly satisfactory.

Specifically, residents tend to be very satisfied with the Park Districts performance, overall, as well as with nearly all ParkDistrict facilities and programs studied. On such disparate facility and program attributes as parks/picnic areas, the HiddenLakes TroutFarm, recreation programs, and the Boughton Ridge Golf Course, satisfaction ratings are uniformly high.

Moreover, most residents feel that Park District facilities and programs offer them good value for their tax dollars and fees.

This is not to say that opportunities for the Park District to better serve/satisfy Bolingbrook residents do not exist. Studyresults show that four attributes have the most impact on residents willingness to sign up for Park District programs and thatsatisfaction with the Park Districts performance on each of these attributes is relatively low (though still quite high in absoluteterms): program cost, program appeal, time of day program is offered, and day of week program is offered.

These issues are also among residents most frequently cited obstacles to increased usage of Park District facilities and

programs.

Research findings relating topotential pricing/program scenarios and new program offerings should help facilitate the ParkDistricts efforts in addressing these issues. Specifically, the introduction ofperiodic sales or discounts on registrationfees, more adult evening classes, and/or family movie nights in summer, in addition to cooking, gardening, andlanguage classes, may go a long way toward increasing satisfaction with the aforementioned attributes and help eliminatethem (or reduce their impact) as obstacles to increased participation.

The research also revealed two noteworthy latent/subconscious motivatorssafety and cleanliness of facilitiesthat

impact resident satisfaction with the Park District and these attributes should be addressed in action planning efforts as well.

Key Findings Overall


11/80


11

Key Findings Broad Measures

Overall satisfaction withBolingbrook Park District

Value received for your taxdollars and any additionalmoney spent

Very Satisfied(9-10)

Satisfied(7-8)

Neutral(5-6)

Dissatisfied(1-4)

Overall satisfaction with the Bolingbrook Park District is very high, with half of the respondentsoffering ratings of 9-10 on the 10-point satisfaction scale. Only 4% expressed dissatisfaction byselecting a 1, 2, 3, or 4.Ratings for the other broad measures are very high as well.

Likelihood to recommend Bolingbrook Park Districtfacilities and programs to another resident

Very Likely(9-10)

Likely(7-8)

Neutral(5-6)

Unlikely(1-4)

Likelihood to use Bolingbrook Park Districtfacilities and programs in the future


12/80


12

Key Findings Broad Measures (Cont.)

Not surprisingly, the results based on four Customer Loyalty Metrics are very positive, too.

DELIGHTED rating of9 or higheron all four broad measures

PLEASED rating of7 or higheron all four broad measures

NEUTRAL rating of5 or higheron all four broad measures

TROUBLED rating of1-4on at least one broad measure


13/80


13

Key Findings Overall Experience with Park DistrictFacilities/Staff

Satisfaction ratings on specific facilities/staff attributes are uniformly high.

Hidden Lakes Historic Trout Farm


Satisfied(7-8)

Neutral(5-6)

Dissatisfied(1-4)

Pelican Harbor Indoor/Outdoor Aquatic Park

Hidden Oaks Nature Center

Bolingbrook Recreation & Aquatic Complex

Competitive athletic fields

Boughton Ridge Golf Course

Recreation programs

Ashburys at Boughton Ridge

Parks/Picnic areasAnnerino Community Center

LifeStyles Fitness Center & Spa

Park District staff


14/80


14

Key Findings Stated Importance of RecreationalProgram Attributes

Respondents state (rather emphatically) that four attributes most impact their likelihood of signing up for aPark District program.

Program cost

Program appeal

Time of day program is offered

Day of week program is offered

Closeness of facility where program will take place

Program location

Cleanliness of facility where program will take place

Instructor knowledge

Safety of facility where program will take place

Instructor professionalism

Ease of registration

Student-to-staff ratio


15/80


15

Key Findings Derived Importance of RecreationalProgram Attributes

Derived Importance

Program location 25.1%

Safety of facility where program will take place 19.8%

Program cost 12.3%

Cleanliness of facility where program will take place 11.7%

Instructor knowledge 8.0%

Time of day program is offered 7.1%

Student-to-staff ratio 4.6%

Instructor professionalism 4.4%Ease of registration 3.4%

Closeness of facility where program will take place 3.2%

Program appeal 0.2%

Day of week program is offered 0.0%

A separate derived importance analysis identified the program attributes that best explain or predictoverall satisfactionwith the Park District based on respondents answers to specific questions on thesurvey.

Program location and safety of facility stand out as the most important program attributes, followed byprogram cost and cleanliness of facility.


16/80


16

Key Findings Integration ofStated and Derived Importance

Top of Mind/Table Stakes Leverageable

Lower Priority Latent Motivators

Stated Importance High

Derived Importance High

- If the Park Districts performance is superior,communicate strength to residents- Ensure good service levels- Priority for allocating resources if slippage occurs- If the Park Districts performance is poor, improveprocess

Stated Importance Low


- Relatively unimportant, but drive superior performance- More important to customer views and behavior than

the customer is consciously aware of- Communicate good performance and importance tocustomers


Derived Importance Low

- Not necessarily unimportant, but not as important asother factors measured

- Maintain service level- Lower priority for allocating resources

HighLow

High

The two approaches in combination deliver the benefits and overcome the shortcomings of each approachalone. The two perspectives are integrated through a simple quadrant chart which provides a visualmeans of prioritizing needs and assessing the role they play in residents decisions.

DERIVED IMPORTANCE

STATE

DIMPORTA

NCE

Stated Importance HighDerived Importance Low- Less important to customer views and behaviorthan the customer is consciously aware of

- Competitors in market are not differentiated inperformance

- Must perform well to be competitive

- Important to maintain service levels, but littleeffect on overall loyalty

- Allocate resources, but do not need to excel necessarily


17/80


17

Key Findings Stated by Derived Importance

Given their placement in the upper right quadrant, program cost, time of day program is offered, and

to a somewhat lesser extent, program location, are worthy of considerable attention as they are high inbothstatedand derived importance. In the lower right quadrant is safety of facility, cleanliness offacility, and to a somewhat lesser extent, instructor knowledge, all of which, based on the derivedimportance analysis, appear to be more important to residents than they say they are. These can beclassified as Latent Motivators.

Leverageable

Latent Motivators

Top of Mind Need/

Table Stakes

Lower

Priority


18/80


18

Key Findings Satisfaction with Recreation ProgramAttributes

Program cost


Satisfied(7-8)

Neutral(5-6)

Dissatisfied(1-4)

Program appeal




Program locations







* Attributes are rank ordered by stated importance

Satisfaction is lowest and dissatisfaction highest for the most importantrecreation program attribute(based onstatedimportance) to Bolingbrook residents: program cost. Moreover, satisfaction levels arelowest for the fourmost importantattributes, although in an absolute sense, satisfaction levels for thesefour attributes are quite high.


19/80


19

Key Findings Satisfaction x StatedImportance:Recreation Program Attributes

Program appeal, program cost, time of day program is offered, day of week program is offered canbe classified as Improvement Opportunities. Conversely, close to home and program location areRelative Strengths.

Relative StrengthsImprovement Opportunities

Low Value Weaknesses

Potential Benefits


20/80


20

Key Findings Obstacles to Increased ProgramParticipation

Too busy/Not interested

Program times are not convenient*

Fees are too high*

Program/Facility of interest is not offered*

Operating hours of facilities are not convenient

Use services of other organizations/facilities

Program locations are not convenient

Lack of quality programs

Registration for programs is difficult

Do not know where facilities are located

Insufficient security

Use facilities in other park districts

Lack of quality instruction

Availability of parking

Other

Several of the obstacles to increased participation* are among the most important drivers ofoverallsatisfactionwith Bolingbrook Park District programs.

Poor customer service by staff


21/80


21

Key Findings Agreement with Park DistrictStatements

Agreement is lowest for Bolingbrook Park District offers affordable recreational opportunities forresidents, a program cost related issue.

The Park District Program Guide is easy to use

Strongly Agree(9-10)

Agree(7-8)

Neutral(5-6)

Disagree(1-4)

The Park District is environmentally responsible

Graffiti and vandalism control is effective

I feel safe in Bolingbrook Park District parks

Staff are able to customize their instruction

Park District offers facilities and programs that meetthe needs of Bolingbrooks community

Programs offered at Annerino and Bolingbrook are of

comparable quality

Bolingbrook Park District communicates well

Bolingbrook Park District offers affordable recreationalopportunities for residents


22/80


22

Key Findings Preferred Classes/Pricing Scenarios

Antique car shows

Family movie nights in the summer

Cooking

Language classes

Adult and youth music classes

Classes to supplement school coursework

Gardening classes

Wine appreciation

Painting

Household finances

Periodic sales or discounts onregistration fees

Receive a free program after a specifiednumber of completed programs

Drop-in classes

Passes or reduced fees when multiple members of ahousehold sign up for the same programs

DefinitelyWould

ProbablyWould

No Impact Not Sure

Adult evening classes

Children (1 month 4 years old)

Children (5-9 years old)


Teenagers (13-17 years old)

Young adults (18-24 years old)

Child evening classes

Households with no children

Seniors

None of the above/Park District already offerssufficient programming for these groups

Groups Needing Additional Programming:Adult evening classes, seniors

Most Appealing Pricing/Program Scenarios:Periodic sales or discounts on registration fees

Most Appealing New Programs/Events:Family movie nights, cooking, gardening andlanguage classes


23/80


23

Key Findings Interest in Facility Enhancements

Park District parking lots be lighted to deter

vandalism or unwanted behavior

Yes Maybe No Not Sure

Install digital camera systems in parks that aresubject to vandalism or unwanted behavior

Construct a bridge over the DuPage River andIndian Boundary Park

Construct a large pavilion with storage andrestrooms in Volunteer Park

Approve a referendum to pay for constructingand maintaining a third community center andexpanding the existing Annerino CommunityCenter

A strong majority of respondents offer a definite yes when queried about their interest in havinglighted parking lots and installing digital camera systems where warranted.


24/80


24

Key Findings Agreement with Park DistrictStatements

Reasonable

Not sure Too high

Too low

NoYes

Not sure

Residents generally positive feelings toward the Park District and its recreational offerings are reflectedin their responses to the following bottom-line measure questions:

Is property tax amount tosupport Park District . . .

Are Park District programsand facilities a good value?


25/80


25

Recommendations

Respondentsstate that, when it comes to their likelihood of signing up for a Park District program fourattributes stand out as most important to them: Program cost, program appeal, time of dayprogram is offered and day of week program is offered. Each of these attributes was addresseddirectly through questions on the survey, the results to which should offer Park District staff insight intopotential steps they could take to increase resident satisfaction in these areas.

Recommendations on specific actions the Park District could take to address these and other drivers ofsatisfaction appear below:

PROGRAM COST

Introduce the pricing/program scenarios studied, starting with periodic sales or discounts onregistration fees, the most popular of the four scenarios tested. By doing so, the Park District will beaddressing a key driver of satisfaction, one for which resident satisfaction levels are relatively low.

Publicize the existence of the Park Districts financial assistance program as awareness levels remainlow. This may help reduce or altogether eliminate an obstacle to increased program participation by

many residents.


26/80


26

Recommendations (Cont.)

PROGRAM APPEAL

Not only does program appeal significantly impact their likelihood of signing up for a Park Districtprogram, but residents tend to believe that the Park District offers them a wide variety of high qualityprograms and activities. So while the study findings (both the closed-ended results and the verbatimcomments to the open-ended questions) indicate that satisfaction with the Park Districts performance inthis regard is quite high, there appear to be opportunities for the Park District to further enhance theappeal of its program offerings.

Offer more programs and activities for seniors, a finding that came out loud and clear in the studyresults, especially in the verbatim comments to the open-ended questions.

Consider introducing some additional programming for other age groups as well, each of which has,based on survey results, a similar (but not overwhelmingly large) share of advocates.

Introduce family movie nights in the summer and cooking, gardening, and languageappreciation classes throughout the year. These four programs/activities stand out as the mostappealing to respondents. Many of the other programs/activities tested would appear to have thepotential to generate a fairly strong following as well, including wine appreciation, adult and youthmusic classes, painting, and antique car shows.


27/80


27


TIME OF DAY PROGRAM IS OFFERED/DAY OF WEEK PROGRAM IS OFFERED

After program cost, time of day program is offered and day of week program is offered are theprogram attributes for which satisfaction levels are lowest. Moreover, residents cite program times arenot convenient as the second biggest obstacle to their increased use of Park District facilities andprograms. These findings are further supported in the verbatim comments to several of the open-endedquestions.

Therefore, in an effort to positively impact resident satisfaction with these drivers of satisfaction, we

recommend that the Park District . . .

Offer more adult evening classes. More than for any other group, residents would like to see thePark District offer additional programming for adults who are unable to, be it for work or otherreasons, take classes during the day.

Consider, to the extent possible, varying the days of the week on which ongoing programs are offered

so as to afford residents who cant participate on a particular day/evening the opportunity to takeprograms of interest to them.


28/80


28


A derived importance analysis identified latent drivers of satisfaction, which should, to the extent possible,also be addressed in Park District action planning efforts resulting from this years survey. These areprogram location, safety of facility where program is taking place, program cost, andcleanliness of facility where program is taking place.

The first, program location, is difficult to address directly (or at least economically and in the shortterm) and program cost is addressed elsewhere in these recommendations.

Safety and cleanliness, while of only moderatestatedimportance, appear to be important subconscious

determinants of residentsoverall satisfaction with the Park District. Therefore, we would recommendthat the Park District . . .

Re-enforce among Park District personnel the importance of regular cleaning of Park District facilities,such as locker rooms and bathrooms at BRAC, the Annerino Community Center, and both LifeStylesFitness Centers/Spas.

Promote the fact that two Bolingbrook police officers are assigned to patrol Park District parks andrecreational facilities. Awareness of this ongoing safety measure is low.

Attempt to move forward with adding lights to Park District parking lots to deter vandalism orunwanted behaviorand/or installing digital camera systems in parks that are subject to vandalism orunwanted behavior. Few residents are currently opposed to such facility enhancements.


29/80


29


OVERALL

Recognize and applaud Park District personnel for areas where resident satisfaction is high. In additionto the charts in this report, the verbatim comments are a good source of this information.

Publicize the actions the Park District takes to increase resident satisfaction with and loyalty to itsfacilities and programs. A blowing our own horn approach will maximize the positive impact of anychange. And study findings indicate that a large proportion of residents would be receptive to

receiving such communications via email.

Develop action plans with specific steps, responsibilities, and due dates to address the issues identifiedin this study. Mere awareness of an issue or problem is not enough. Detailed action plans must bedeveloped and executed to realize any improvement in resident satisfaction levels.

Track the success of the Park Districts resident satisfaction improvement efforts by conductingperiodic follow-up measurements among residents.


30/80


Detailed Findings

30


31/80


31

Broad Measures Satisfaction

Q1. Considering everything you know or have heard about Bolingbrook Park District facilities, programs, and staff, how would you rate your overall satisfaction with theBolingbrook Park District?Q5. How satisfied are you with the value you receive for your tax dollars and any additional money you spend on Bolingbrook Park District facilities and programs?

Overall satisfaction withBolingbrook Park District

Value received for your taxdollars and any additionalmoney spent


Satisfied(7-8)

Neutral(5-6)

Dissatisfied(1-4)

Overall satisfaction with the Bolingbrook Park District is very high, with half of the respondentsoffering ratings of 9-10 on the 10-point satisfaction scale. Only 4% expressed dissatisfaction byselecting a 1, 2, 3, or 4.Satisfaction ratings on the value received for the tax dollars spentbroad measure question aresomewhat lower, which is fairly typical for any pricing/cost-related question on a customer satisfactionsurvey. Still, three in four respondents offered ratings of 7-10 and could, therefore, be classified assatisfied or very satisfied with the Park District in this regard. Moreover, only 10% could be classified asdissatisfied (ratings of 1-4).


32/80


32

After rating their overall satisfaction, respondents were posed with the following open-ended question:

Specifically, what kinds of experiences have you had with the Bolingbrook Park District thatmakes you rate them as you did on overall satisfaction.

Respondents recount a variety of experiences, and given their strong overall satisfaction ratings, mostly positiveones. Below is a representative sampling of comments, many of which center around beautiful (and clean) parksand facilities, varied class and program offerings, and responsive staff.

The broad range of class offerings for all ages and the multiple facilities throughout the Village. (Rating of 10)

Staff was always knowledgeable and friendly. Facilities seemed to always be tidy. Some programs seemed a little pricey for residents though. I alwaysthought we should get a better price than out of towners. (Rating of 9)

10 The BRAC is a state-of the art facility offered to the local residences at an excellent price. It's well maintained and under constant development. Staffpeople are great! (Rating of 10)

We attend all the concerts and the festival in the summer but don't find much else that appeals to older adults. We are both in our sixties. (Rating of 8)

Excellent experiences! We have done tons of classes, preschool, road rally... it's all been great! (Rating of 10)

I chose this rating because of lack of dance programs for my child's age bracket of 11 years olds at the BRAC which is closer to my home than the AnnerinoCenter. (Rating of 5)

The attendants at the desks are always very friendly and helpful. The prices are reasonable and the classes are usually very good. (Rating of 10)

The people employed by the Bolingbrook Park District, along with the people who use the facilities, make it the best around. They let you know that you arevery welcome there as well as that your business is appreciated. I have made some of my dearest friends there---friends I have now known since October of1994. THEY are what keep me going in each day for my workouts, even more than the friendly employees. Many years ago, both our daughters, now ages34 and 31, attended Stepping Stones Preschool at the Park District. It was an outstanding value, along with other preschool programs into which I enteredthem both. I made other lifelong friends through those as the mothers would sit and wait together for their children to come out. (Rating of 10)

Broad Measures Satisfaction (Cont.)

Q2. Specifically, what kinds of experiences have you had with the Bolingbrook Park District that makes you rate them as you did on overall satisfaction?


33/80


33

Very happy with selection/choices of activities offered for entire family. (Rating of 9)

I am very pleased with the variety of classes and events. Theres always something to do for adults and the children. (Rating of 10)

Some of the staff member are unable to provide information needed. Also returning calls takes few days, if lock to get a call back from park staff when message is left on theirvoice mail. (Rating of 8)

Since my daughter was born in 1996, she has attended many different classes, groups, camp as well as pre-school...all have been positive experiences. (Rating of 9)

Contact with staff at Annerino center. Friendly, helpful. Very clean facility. Parks very will kept. (Rating of 10)

Overall, the programs are excellent. However, BPD is lacking in electronic registration processes and the overall user-friendliness of the website. The new site is animprovement, but much more needs to be done. (Rating of 8)

Our kids have really enjoyed the dance programs. they will be auditioning for dance force this summer. Our 6 yr old has thrived in the swimming classes. the few minor issues

that we have had have always been promptly addressed by staff. the facilities are very nice. the locker room facilities are the only thing that I would find lacking. (Rating of 9)

I have always enjoyed Park District facilities, especially Hidden Lakes, the new nature center, and the BRAC. (Rating of 8)

We can't afford the water park, the Ashbury ruined the Pub and there's nothing else that suits us. We don't have kids so there's really nothing available for adults...no areas forus to hear great bands, enjoy our neighbors....nothing. Heck, there isn't even walking paths for the residents. (Rating of 4)

I golf at Boughton Ridge often, and enjoy the challenges of the course, and we dine at Ashbury's too.

LifeStyles fitness facility, that I use 3 days a week to keep in shape. It is convenient to BHS, where I work, and has all of the machines that I need and use. / Our best friends arealso members, and have been for years. (Rating of 10)

The park are all ways clean. (Rating of 10)

Although we no longer use the park district, when our children were younger, it offered a wide range of activities to suit both personalities. The cost of the programs wasreasonable, and we were please with the instructors. (Rating of 10)




34/80


34

I golf at Boughton Ridge often, and enjoy the challenges of the course, and we dine at Ashbury's too.

LifeStyles fitness facility, that I use 3 days a week to keep in shape. It is convenient to BHS, where I work, and has all of the machines that I need and use. / Our bestfriends are also members, and have been for years. (Rating of 10)

The parks are always clean. (Rating of 10)

My husband and I take very affordable ballroom dance classed. I am very impressed with the availability and maintenance of community parks. My children have beenable to take advantage of various programs. (Rating of 9)

All of the parks and facilities are well-maintained. A very extensive variety of programs are available. The aquatic facility appears to be well-run. The sports programsare well-run and the sports facilities are well-kept, such as for tee-ball and soccer. I haven't visited the newer nature interpretive building at Hidden Lakes but have heardencouraging comments and am looking forward to doing so. Even the doggie pick-up bag dispensers at the parks make a difference. (Rating of 9)

Professionally run, maintained and always responsive to questions or concerns. (Rating of 10)

We are senior citizens with pool passes and cannot take any of our 6 grandchildren with us due to the extra cost for the children. (Rating of 4)

I think the rates are good rates for the families in the district. (Rating of 8)

Lately we've enjoyed the golfing and dining at Ashbury's. In the past (when my children were smaller) we enjoyed classes and programs that they selected from thecatalog each season, and also the swimming. we also like the options of the parks and nature areas for somewhere to enjoy days when the weather is beautiful. (Ratingof 10)

Well rounded activities for adults and children. Clean and up to date facilities. Intelligent and helpful staff. Reasonable prices for residents. (Rating of 10)

Fitness classes, Imagination fun room, pool/swim classes, Block Party package, Summer's Last Blast - all wonderful experiences led by smiling, caring individuals.(Rating of 10)

I have only used the walking trails...which are very nice. (Rating of 10)




35/80


35

Broad Measures Likelihood to Recommend/Use

Q3. Considering everything, how likely are you to use Bolingbrook Park District facilities and programs in the future?Q4. How likely is it that you would recommend Bolingbrook Park District facilities and programs to another Bolingbrook resident?

Likelihood to recommend Bolingbrook Park

District facilities and programs to anotherBolingbrook resident

Very Likely(9-10)

Likely(7-8)

Neutral(5-6)

Unlikely(1-4)

Likelihood to use Bolingbrook ParkDistrict facilities and programs in thefuture

The results for the other two broad measure questions are even more positive: Not only are a strongmajority of residents (58%) very likely to use Bolingbrook Park District facilities and programs in thefuture, they may be even more likely to recommend Park District facilities and programs to other residents.Few offer unlikely to recommend ratings of 1-4 for either question.


36/80


36

Customer Satisfaction Metrics

The chart below summarizes four groupings of residents based on their responses to the four broad

measure questions. These Customer Satisfaction Metrics offer another way of looking at residentsatisfaction with the Park District.

Nearly one-third of respondents (31%) offered ratings of 9 or 10 on each of the four broad measurequestions and can, for the purposes of the customer satisfaction metrics, be classified as DELIGHTEDwith Park District facilities, programs, and staff. Only 13% could be classified as TROUBLED, havingaccorded the Park District a rating of 1, 2, 3, or 4 on at least one of the four broad measures.

DELIGHTED rating of9 or higher

on all four broad measures

PLEASED rating of7 or higheron all four broad measures

NEUTRAL rating of5 or higher

on all four broad measures

TROUBLED rating of1-4on at least one broad measure

Q1. Considering everything you know or have heard about Bolingbrook Park District facilities, programs, and staff, how would you rate your overall satisfaction with the BolingbrookPark District?Q3. Considering everything, how likely are you to use Bolingbrook Park District facilities and programs in the future?Q4. How likely is it that you would recommend Bolingbrook Park District facilities and programs to another Bolingbrook resident?Q5. How satisfied are you with the value you receive for your tax dollars and any additional money you spend on Bolingbrook Park District facilities and programs?


37/80


37

Awareness of Park District Programs/Facilities

Q6. Are you aware that the Bolingbrook Park District.

Awareness levels are highest for the Hidden Oaks Nature Center, Summers Last Blast, and freesummer outdoor family concerts on Wednesday evenings and have shown little change since theprevious wave.

19%

26%

49%

64%

80%

83%

84%

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

Owns and operates a nature center called Hidden Oaks NatureCenter

Holds a free, all day special event at the end of summer calledSummers Last Blast

Offers a free block party package including a trackless train andportable climbing wall

Joliet Bolingbrook Special Recreation Association (JBSRA)provides programs for individuals with disabilities

Has a financial assistance program to help those in need offinancial assistance to participate in Park District programs

There are two Bolingbrook police officers assigned to patrol ParkDistrict parks and recreational facilities

Offers free summer outdoor family concerts held Wednesdayevenings at the Performing Arts Center


38/80


38

Overall Experience with Park District Facilities/Staff

Q7. Please rate your overall experience with these Park District facilities/staff.

Residents experiences with Park District facilities and staff tend to be uniformly very positive. For each ofthe Park District facilities and staff attributes studied, at least a majority of residents offer ratings of 9 or10, with the range being from 62% very satisfied for the Hidden Lakes Historic Trout Farm to 51%for the LifeStyles Fitness Center & Spa.

Not surprisingly, dissatisfaction ratings (1-4) are very low and fall in a very narrow range, from 2% forHidden Oaks Nature Center to 7% for LifeStyles Fitness Center & Spa.

Hidden Lakes Historic Trout Farm

Very Satisfied

(9-10)

Satisfied

(7-8)

Neutral

(5-6)

Dissatisfied

(1-4)

Pelican Harbor Indoor/Outdoor Aquatic Park

Hidden Oaks Nature Center

Bolingbrook Recreation & Aquatic Complex

Competitive athletic fields

Boughton Ridge Golf Course

Recreation programs

Park District staff

Ashburys at Boughton Ridge

Parks/Picnic areas

Annerino Community Center

LifeStyles Fitness Center & Spa


39/80


39

Overall Experience with Park District Facilities/Staff (Cont.)

At the end of this section, respondents were asked the following:

What suggestions do you have for the Park District regarding any of the Park District facilities/staffabove?

As one might expect given the breadth of facilities/staff issues addressed in the survey, the commentsoffered are quite varied, touching on issues as wide ranging as the desire for additional park benchesalong walking paths, cleaner restrooms/locker rooms, lower costs to participate inprograms/use facilities, and more activities for adults/senior citizens.

A sampling of comments appears below:

I think there should be a more convenient way to renew the Resident ID card. Perhaps by sending a renewal letter or email to theresidents that hold a card.

Stock MORE fish......more often.

Lower the price on LifeStyles Fitness.

I think police need to patrol the parks better. The 2 closest to our home on the west side of town have been vandalized recent ly.

Increase the size of the Annerino LifeStyles Fitness Center. It is too small.

I think that an indoor track and indoor tennis courts would greatly improve the facilities that the park district offers. Also a turf field wouldallow people to play without worrying about the condition of the grass.

East side needs swimming pool, water activities facility.

More programs involving seniors.

There needs to be better overall cleaning & maintenance of the indoor pool and locker rooms at the BRAC.

Q8. What suggestions do you have for the Park District regarding any of the Park District facilities/staff above?


40/80


40


It is very hard for people to ask for assistance in paying for some of your activities. Especially in JBSRA. Can't tell when they drop out?We think it is very expensive.

Keep us informed of all the activities!

Since Bolingbrook has stopped giving the entire community the Sun newspaper, it is hard to keep up on Park District events. Moremailings or bulletins would be nice.

The focus seems to be on the LifeStyles Fitness Center as respects to membership packages. I think there should be a focus on thevariety of classes offered for those who do not desire to be a fitness member but still want to take advantage of the classes offered. Anexample would be the drop in fee for classes which is great, but what if you offered a membership pass for classes only? I personally liketo take the Zumba class. If you had an unlimited pass for something like that would be perfect. Attendance should be paid more attentionto. As it appears that we are outgrowing our class a bigger room is needed as well as more classes. Evening classes after seven is

preferred for the working class.

More programs for people over 50 - especially with more flexible times for the Aquatic center for those who work during the day. Lap swimtimes increased.

We didn't join Pelican Harbor last year, as in previous years. My daughter is now 15 and she has outgrown it to a certain extent. I wouldbe interested in any programs for teen activities this summer. She went to the Last Blast and a couple of Wednesday concerts last year.

Try to reduce costs so more people can take advantage of them.

None, all the ones that I have used are very good.

We believe that we are very fortunate to have so many activities and facilities available to such a varied populace. We have lived here forover 40 years and really appreciate all that is here just around each corner.

There are no water fountains/drinking fountains at any of the parks I have been at. Otherwise, the parks are well maintained and veryclean.

Continue with the excellent programs and staff.

The staff has always been very helpful in the past when we had our children enrolled in various classes... swim lessons, gymnastics, etc.



41/80


41



Speed up registration for classes. Modernize bathrooms, locker rooms at BRAC, have a adult only swim/exercise times in the pool.

Just get the word out more!

Provide more recreational programs for low-income families.

Noted absence of receptacles for recyclables in the parks.

More tennis courts would be nice. Boughton Ridge golf is a great value.

No charge for Bolingbrook residence to fish at the trout farm if you have an Illinois state fishing license. I like going fishing there with mywife and kids and I know it is private property so I don't need a state license, but it hurts a little in the wallet to have spend more money tofish at the trout farm after already spending $60 on a state license to fish the Illinois rivers. At very least a greater discounted rate above

and beyond the resident rate.

List park path / track distances for people who want to do measured distance walking / running / biking.

I love the fact that Bolingbrook is big on trees, but could we have a botanical garden that could eventually be the source of colorful flowersin our numerous park/picnic areas. This could also be a business venture by providing residents a place to buy flowers for private use. Ilove our Hidden Lakes especially the downhill portion of it. I hope we could take advantage of this area by creating a hiking trail/path withscenic views to appreciate nature more.

Wish there were more family bathrooms available at the BRAC and that the changing rooms were cleaned more throughout thefall/winter/spring during high use times.

I would like to see more trips planned for seniors/adults.

Waiting/common areas should have interactive stations for toddlers like those things that can be placed in walls or permanent stationarytables, and they are easy to clean. I am not comfortable sending my 5-7 year old to go through the locker room alone after swimming so itwould be nice to have a family locker room.

I have worked with the staff and they are SO incredibly helpful. They provided follow-up and I have already received a packet for theBlock Party package. I don't have children in the school district yet, but I am pleased with what is offered for my little ones right now! Iforgot to add that my 4 yr old is in Little Kickers!!! We are having so much Fun!


42/80


42


Put more park benches along walking paths in Lions Park and Arrowhead Pond.

You need a wider variety of classes. How about something like quilting?

The cost at Hidden Lakes Trout Farm is too expensive. My son loves to fish, but he goes to Whalon instead.

Offer events for people WITHOUT children. We pay enough taxes, why can't WE have events for us? Every single event you listedinvolves families....KID FREE events would be a nice touch. If we wanted to get run over by kids every time we went out, we would havehad our own.

Offer more Adult Classes.

None - I am very satisfied with the staff and the facilities I have used.

One respondents speaks for many when she says,

Just keep up the great job that you are doing.



43/80


43

Usage of Facilities and Programs

Q9. During the past year, how frequently have you or a member of your household

Visited a Bolingbrook Park District park

Frequently Occasionally Rarely Never

Visited Pelican Harbor Indoor Aquatic Park

Used one of the biking/hiking paths

Visited Pelican Harbor Outdoor Aquatic Park

Participated in a recreation program

Visited Hidden Lakes Historic Trout Farm

Visited Hidden Oaks Nature Center

Visited LifeStyles Fitness Center/Spa (Bolingbrook)

Purchased food/beverage at Ashburys

Visited LifeStyles Fitness Center/Spa (Annerino)

Participated in a youth sports program

Played golf at Boughton Ridge Golf Course

Parks are the most frequently used Bolingbrook Park District facility or program, with more than one-third

indicating that they or a family member visited Park District parks frequently during the past year--only 11%indicated that they or a family member had not visited any of the Park Districts parks.The proportion of respondents who frequently visit or use the other facilities or programs is relatively small andfalls in a fairly narrow range, from 20% for participated in a recreation program down to 5% for visitedHidden Oaks Nature Center.


44/80


44

Change in Frequency of Facility and Program Usage

Q10. In general, are you currently using Bolingbrook Parks and District facilities and programs..

The frequency with which most residents use Bolingbrook Parks and District facilities and programs hasnt

changedin the past 12 months. The remaining residents were as likely to likely to say more often asthey were to say less often.

More often

Less often

About the samefrequency


45/80


45

Change in Frequency of Facility and Program Usage (Cont.)

Q11. Why are you using Bolingbrook Park District facilities and programs (more often) (less often) than 12 months ago?

In a follow-up open-ended question, select respondents were asked . . .

Why are you using Bolingbrook Park District facilities and programs (more often) (less often) than12 months ago?

Many comments offered by respondents who use Park District facilities and programs more often centerround variety/breadth of programs, family members being of the appropriate age, andaffordability. A sampling of comments follows:

MORE OFTEN

Child is older with more varied interest. Involved in scouting so we use the BPD for projects, patches, etc.

Cost, ease with which to participate, availability, family-friendliness, variety.

My son has gotten older (almost four) and there are many more programs for his age.

We have discovered Boughton Ridge and Ashbury's and enjoy meeting friends there. And plan on using Pelican Harbor more often thissummer.

We have a toddler and he is at a perfect age to start enjoying the classes.

I attend the group exercise classes every morning. Every Friday, my daughter has a private swim lesson with Katie who is very nice andcompetent with her job.

We enjoy Wallyball and my wife is taking Zumba classes.

We usually hike in town, however a recent bicycle purchase enables us to bike and hike more frequently and cover much more ground.Also retirement has given us the free time to enjoy.

Just because of the value and the need to watch my money. I don't have funds to travel great distances for "entertainment" and feel thatstaying local is the best value considering the Park District we have to use.


46/80


46


MORE OFTEN (Cont.)

We as a family are going to get more active physically and want to be more involved with our community. We've lived in Bolingbrook undera year, are homeowners, and are new to the area so we'd like to get to know more people and do more things in our new hometown.

Keep discovering more and more things of interest, plus my children are getting older and utilizing more services.

I love the summer concerts. Would like to see Los Lobos or groups like Salsa or Bachata.

This town has great open space for local families to enjoy.

My daughter just turned three and my son just turned one. We rely on the park district a lot more often then before we had kids.

My children are growing and they are exploring different things. The park district programs are very helpful in this area.

For one thing, my daughter is in the Reach Program. The before and after school programs were monitored by each individual school. ThePark District is now in charge of the program. Again this is a wonderful program. Also my child has attended more of the programs offeredat the park district (i.e. piano class, ceramics). My other child and I attended the fitness center. Last year, I only used the fitness center.

Nephews enrolled in tee ball. New bike paths. Wife no longer working Wednesday evenings, so can attend more concerts.

Stepping up physical activity - Zumba is the best class that I have taken there. I hope that you will expand the class as well as review theother classes provided. The stepping class on Wednesday is not a good night for us church goers due to bible study. You have a lot ofChristians in the area that would prefer classes on Mondays or Thursdays after seven. Saturday afternoons are also a possibility.

I joined LifeStyles in Feb.

Very pleased with the value for the money.

Two to three times a week to work out. Go have dinner at Ashbury Boughton golf course. I use it because its cheaper than most facilitiesand its in the area.



47/80


47


The explanations offered by those who use Park District facilities and programs less often than they did

12 months ago tend to fall into one of three categories: Lack of free time, too expensive, and familymembers no longer being of the appropriate age. See below:

LESS OFTEN

So focused on work-related issues/busy that I don't allow myself the opportunity to visit or utilize such services.

I'm a senior (55+) and every time I signed up for a class for seniors there seems to be no participation and the class is cancelled; that'snot the Park District's [fault.]

Don't have the time.

I did not renew my LifeStyles membership this year. I did not feel that I was using it enough for the fees that I was paying.

Pool has gotten too expensive for large families. The per person rate is way over priced for a family of 6.

Not had enough time, but hoping that in the future I will.

It is harder to schedule with a 3 and 1 year old. Most programs make it hard to include both at the same time and I am not comfortableleaving one in the childcare.

My daughter is now 16-1/2; less programs available in her age group that she has interest in; I work 2 jobs and have very little free time.

Children are older.

The programs are expensive.

Kids are older and less offerings for older kids. Would like more things on Sundays for working parents. Would like family swim onSunday nights when we are free.

Can't afford the programs right now.



48/80


48


LESS OFTEN (Cont.)

Often used BPD for their many programs when my son was younger and living with me. Now we are empty nesters, but we would love tosee more programs that involved our pets.

We have lived in Bolingbrook for 10 years and used the park district programs, facilities, and parks frequently. However, with twoteenagers now active in school activities, we do not use the park district for recreation. I enjoy recommending our wonderful park districtto others, as well as the reputation it affords Bolingbrook. It is a great selling point for people interested in our community.

Less often: No children at home; economic reasons/affordability; interests have changed.

Due to the staff confusion when trying to register for classes and the fact that the classes we would like to do have been canceled due tolow enrollment.

All of the kids are now married and out of the house. We now take the grandkids to the parks.

I don't have much time, I work a lot in order to pay my Mortgage payments and bills.

Did not know these facilities existed.

Financial hardships. We use and do most of what is free now and before I would enroll all 3 of my kids in different programs and itbecame expensive. An expense we would not mind, except that financially it has become a bit more challenging now. Things are gettingbetter. ;) I know that others have it worse so I am not complaining simply answering your question.

I simply do not have time on my schedule.



49/80


49

Stated Importance: What Do Residents Tell Us Is MostImportant?

Stated Importance: An assessment of the importance of each attribute, as consciously statedby residents, who were asked to rank attributes based on what is important to them.

All attributes are likely important to residents this is comparative in the sense that itidentifiespriorities.

High priority attributes are important forcommunication to residents in that they identifywhat residents considerimportant on a top of mind basis what they need to hear.


50/80


50

Derived Importance: What are the Key Driversof Satisfaction?

Derived Importance: An assessment of what drives satisfaction, without asking residentswhat they consider important. Importance weights are derived based on the statisticalassociation between the attribute ratings and satisfaction.

Identifies key drivers of satisfaction.

Attributes more highly associated with satisfaction have higher impact.

Allocating resources to those attributes will increase resident satisfaction more thanallocating resources to others.


51/80


51

Stated Importance of Recreation Program Attributes

Q12. Which of the following areas most impact your likelihood of signing up for a Bolingbrook Park District program? (Three most important areas)

Four attributes stand out asstated/conscious drivers of resident satisfaction with Park District

programs: program cost and appeal and time of day and day of week the program is offered . Adistant fifth is closeness of facility.

Program cost

Program appeal




Program location








52/80


52

Derived Importance of Recreation Program Attributes

A separate derived importance analysis was conducted to identify the program attributes that best explain

or predict overall satisfaction with the Park District. As opposed tostatedimportance, where respondentsthemselves select the most important program attributes, derivedimportance involves statisticallyidentifying the most important program attributes (subconscious motivators) based on respondents answersto specific questions (i.e., specified satisfaction questions) on the survey.

The analysis reveals that program location and safety of facility are the most important programattributes, while program cost and cleanliness of facility are third and fourth, respectively.

Derived Importance

Program location 25.1%

Safety of facility where program will take place 19.8%

Program cost 12.3%

Cleanliness of facility where program will take place 11.7%

Instructor knowledge 8.0%

Time of day program is offered 7.1%

Student-to-staff ratio 4.6%

Instructor professionalism 4.4%

Ease of registration 3.4%

Closeness of facility where program will take place 3.2%

Program appeal 0.2%

Day of week program is offered 0.0%


53/80


53

Integration ofStated and Derived Importance

Top of Mind/Table Stakes Leverageable

Lower Priority Latent Motivators

Stated Importance High


- If the Park Districts performance is superior,communicate strength to residents- Ensure good service levels

- Priority for allocating resources if slippage occurs- If the Park Districts performance is poor, improveprocess



- Relatively unimportant, but drive superior performance- More important to resident views and behavior than

the resident is consciously aware of- Communicate good performance and importance toresidents


Derived Importance Low

- Not necessarily unimportant, but not as important asother factors measured

- Maintain service level- Lower priority for allocating resources

HighLow

High

The two approaches in combination deliver the benefits and overcome the shortcomings of each approachalone. The two perspectives are integrated through a simple quadrant chart which provides a visual

means of prioritizing needs and assessing the role they play in residents decisions.

DERIVED IMPORTANCE

STATE D

IMPORTA

NCE

Stated Importance HighDerived Importance Low- Less important to resident views and behaviorthan the resident is consciously aware of

- Competitors in market are not differentiated in

performance- Must perform well to be competitive

- Important to maintain service levels, but littleeffect on overall loyalty

- Allocate resources, but do not need to excel necessarily


54/80


54

Leverageable

Latent Motivators

Top of Mind Need/

Table Stakes

Lower

Priority

Derived x Stated Importance

Attributes receiving both high derivedand highstatedimportance ratings can be found in the upper rightquadrant and are, therefore, worthy of considerable attention. These are program cost, time of day

program is offered, and, to a somewhat lesser extent, program location. In the lower right quadrantis safety of facility, cleanliness of facility, and, to a somewhat lesser extent, instructor knowledge,which, based on the derived importance analysis, appear to be more important to residents than they saythey are. These can be classified as Latent Motivators.

Q12. Which of the following areas most impact your likelihood of signing up for a Bolingbrook Park district program? (Three most important areas)Q13. Please rate your satisfaction with Bolingbrook Park District programs on the same areas.


55/80


55

Satisfaction with Recreation Program Attributes *

Q13. Please rate your satisfaction with Bolingbrook Park District programs on the same areas.

Satisfaction is lowest and dissatisfaction highest for the most importantrecreation program attribute (based onstatedimportance) to Bolingbrook residents: program cost. In fact, satisfaction levels are lowest for the fourmost importantattributes.

It should be noted, however, that even for these four attributes, resident satisfaction levels are quite high: Foreach attribute, at least 69% offered a rating of 7 or higher and, in the case ofprogram appeal, 82% offered sucha rating and could, thereby, be classified as satisfied or very satisfied.

Ease of registration, which was source of frustration to a few residents who participated in the qualitative phaseof the research, does not appear to be a widespread issue among Bolingbrook residents.

Program cost


Satisfied(7-8)

Neutral(5-6)

Dissatisfied(1-4)

Program appealTime of day program is offered



Program locations







* Attributes are rank ordered by stated importance


56/80


Q12. Which of the following areas most impact your likelihood of signing up for a Bolingbrook Park district program? (Three most important areas)Q13. Please rate your satisfaction with Bolingbrook Park District programs on the same areas.

Satisfaction x Stated Importance Recreation ProgramAttributes

The quadrant chart below relates satisfaction tostatedimportance. Specifically, it shows how satisfied

respondents are with each program attribute compared to the attributes importance. Given their importanceand relatively low satisfaction ratings, program appeal, program cost, time of day program is offered,day of week program is offered can be classified as Improvement Opportunities. Conversely, closeto home and program location are Relative Strengths.

Relative StrengthsImprovement Opportunities

Low Value Weaknesses

Potential Benefits

56


57/80


57

Suggestions Regarding Recreation Program Attributes

Q14. What suggestions do you have for the Park District regarding any of the Park District facilities/staff above.

Before moving onto the next section, respondents were asked . . .

What suggestions do you have for the Park District regarding any of the Park District facilities/staffabove.

Not surprisingly many of the comments relate to the most important drivers ofoverall satisfaction,includingprogram cost, program appeal, time of day program is offered, and day of week program isoffered.

I didn't know you have a program for residents who need financial help. That will make a huge difference for me and significantly affect the kindsof programs I can sign up for. I really need aquatic type exercises and resistance exercises but can't afford them right now.

I would like to see Hatha yoga offered at least one weekday (other than Wed.) at 7:30 or 8am, so that I could attend and still get to work before10am.

Toddlers & kindergarten children go half days, keep that in mind when making classes. They should offer the same class in the morning andafternoon.

The programs for children seem to average about 9 or 10 dollars a class, and I find this expensive, especially if you have more then one child.Also, I think the preschool is over priced for being nothing more then a playgroup without parents.

A larger variety of classes needs to be held at the Annerino Center. As I understand it now, only karate, gymnastics and climbing wall programsare held at the Annerino Center.

Not listed above, but a family changing room is badly needed. Many parents complain that they don't feel safe sending their child through themen's or women's locker room without them on the way in/out of the pool area as required if the child is 5 or older. NEED a family locker room!

More Saturday programs for little kids for those of us who work during the week.

Cost of LifeStyles is high, considering the small size and old equipment.

Improve the online registration process! I constantly request e-club membership/login information and am told it will be e-mailed to me.Unfortunately, it never is. The only way I am able to enroll in programs is to do so in person, which is a very cumbersome process.

More weekend activities would be nice.


58/80


58

Please offer more classes to take with your baby. All of the ones listed in the catalog are for much older babies. Maybe a music class or a timefor Mom's to bring their babies to socialize. Have the classes on the weekends or in the evenings so more than just stay at home Moms can

participate.

Wish some of the programs where more friendly to the working parents. Kids can't do most activities because of work schedule.

Make resident id process last longer then a year. It is a pain to go through all the trouble.

On-line registration is extremely difficult. The website is to difficult to register for classes. Needs to be more user-friendly.

It would be nice to have more than 1 day a week choices for some of the programs..for example some of the craft classes only meet one certainday of the week all the timewhile I realize that is probably due to instructor availability and/or space..if I had a choice of 2 days I might be ableto sign up for the other day.

The one and only evening Zumba class (Tuesdays) is packed. More classes need to be added.

Again, as a new resident, have little or no knowledge of what is available.

In these hard times we do not have too much money for luxuries (extras), but could make an effort if the price would be less then most offered atpresent.

Running clubs for people 40+.

Need more youth programs in the evenings after parents get off work. Most of the classes carter to stay at home parents.

Please offer more childrens activities in the evening. I work and I would like to take my kids in the evening when I am off. Thanks!

Cost and the time the class is offered are the main reasons that I do not sign up for a class.

Offer children's dance classes in the evenings. Seems like every time I've wanted to register my younger daughter for classes they were at 10:00am in the morning or 4:30 pm in the afternoon and not offered on a Saturday or in the evening. Not very convenient for working parents. Can't

get into Dance Force without taking classes. And DF doesn't meet at her school.

Lower prices so more people can enjoy the facilities.


Suggestions Regarding Recreation Program Attributes (Cont.)


59/80


59

How about a daytime-weekday low impact class for people that haven't exercised in a long time. Or an exercise program for arthritis patients.

We liked how the pool passes were priced in prior years, where the family could sign up and it was not individually priced. One of the parents inthe household will not be able to get a pass this summer as it is no longer cost effective. At times, we have some safety issues related to the

pool where kids seem unattended and some staff have issues disciplining those kids. One other issue would be to have the registrations openwhen the new books are sent out. I went to sign up on a Monday after having received the new summer programs book and was told the

programs weren't "open" for registration until Wednesday. I was not the only one there trying to sign kids up. Also, we would like to see the poolopen until 8:00 pm on Sundays. When it's really hot in the summer, the 6:00 pm closing time is just too early.

More evening classes for people who work.

Should have more options for childrens programs in the evening. A lot of parents have to work and cant have a sitter drop children off duringthe day hours.

I always feel discouraged to sign up because I haven't gotten a resident ID. It's difficult to remember to go there and get it and therefore Ihaven't signed up for any programs.

I would like to see more nature based programs.

Cost effective for seniors and parents of young and teen children.

I hate that we have to reregister yearly to take classes. it makes the process more complicated and time consuming. There must be an easierway to confirm residence other than dragging a person in with a utility bill every year.

I find the resident id program to be a hassle. I think it's too bad that because of a few dishonest people, the majority have to go out of their way

to prove their residence. We don't participate in programs often but it seems like every time I do try to register for one, it's time to renew myresident id card! Also, it seems silly that it takes 10 days to establish an on-line registration account in 2010!

I am sad to say that I have not taken advantage of the wonderful park district and it's services since our daughter has grown up. Now that I amretired I hope to once again partake in some of the activities offered.

I have multiple kids and to sign them up for things is just too expensive. We would not receive assistance, so we really limit what they do.

Hold more informational meetings so residents know all the programs and activities the park district has to offer.

More opportunities for swimming/exercise programs at night. I work during the day, and the weekends are usually filled with children's activities.




60/80


60

I think the district is doing well in light of the growth in population and growing diversity--offering programs for different cultures.

E-mail blasts of schedule.

Hold the programs at different days/times at different times in the year. For example, the adult Tai Chi class is always held on Thursday evenings. Ibelong to an organization that meets on Thursday nights, which means I will never be able to take that Tai Chi class. The only other Tai Chi classoption is in the morning, when I'm at work. Maybe offer the class on Thursday evenings in the spring, and on a Wednesday evening in the fall, or somesimilar arrangement.

Park police should be more visible on trails and enforce dog leash laws.

Re-do you locker area/showers, clean the bathrooms more often.




61/80


61

Problems with Registration Process

Q15. Have you ever had a problem registering for a Bolingbrook Park District program?Q17. Was the problem resolved to your satisfaction?

For Bolingbrook residents as a whole, the registration process has not posed any problems for them: Nearly

three in four indicate that they have never had a problem registering for a Bolingbrook Park District program.

More concerning is that only about a half of those who had a problem indicate that it was resolved to theirsatisfaction.

No

Yes Not sure

Problems registering

Yes

No

Not sure

Resolved to satisfaction


62/80


62

Frequency of Registering for Filled Programs

Q18. In the past 12 months, have you tried to register for a program but couldnt because it was filled?

While perhaps frustrating to those who have found a class filled, more than eight in ten (84%) indicatethat they have nevertried to register for a class but couldnt because it was filled.

No

Yes Not sure


63/80


63

Interest in Family Changing Room

Q20. Is the lack of a family changing room at some Bolingbrook Park District facilities causing you or a member of your household to use those facilities less often than yourwould like?

While the lack of a family changing room at some Park District facilities was a source of frustration tosome focus group participants, only about one in ten (12%) community-wide indicate that thisshortcoming has caused them to use those facilities less often than they would like.

No

YesNot sure


64/80


64

Obstacles to Increased Program Participation

Q21. What is preventing you or members of your household from using Bolingbrook Park District facilities and programs more often? (Check all that apply)

Two of the three biggest obstacles to increased use of Bolingbrook Park District facilities and programs are

ones that the Park District could potentially address: program times are not convenient and fees aretoo high. Moreover, as has already been noted, both of these obstacles are among the most importantdrivers ofoverall satisfactionwith Bolingbrook Park District programs and, thus, they warrant the ParkDistricts attention.

Too busy/Not interested

Program times are not convenient

Fees are too high

Program/Facility of interest is not offeredOperating hours of facilities are not convenient

Use services of other organizations/facilities

Poor customer service by staff

Program locations are not convenient

Lack of quality programs

Registration for programs is difficult

Do not know where facilities are located

Insufficient security

Use facilities in other park districts

Lack of quality instruction

Availability of parking

Other


65/80


65

Agreement with Park District Related Statements

Q23. Please tell us the extent to which you agree or disagree with each of the following statements that can be used to describe the Bolingbrook Park District.

Residents tend to strongly agree (ratings of 9-10) that the Park District Program Guide is easy to use,the Park Districtis environmentally responsible, and that graffiti and vandalism control is effective.

Agreement ratings for the remaining statements tend to be very high as well.

The lowest rated statement is . . . offers affordable recreational opportunities for residents, a statementfor which more than seven in ten still offer ratings of 7-10.

The Park District Program Guide is easy to use

Strongly Agree(9-10)

Agree(7-8)

Neutral(5-6)

Disagree(1-4)

The Park District is environmentally responsible

Graffiti and vandalism control is effective

I feel safe in Bolingbrook Park District parks

Staff are able to customize their instruction

Park District offers facilities and programs that meetthe needs of Bolingbrooks community

Programs offered at Annerino and Bolingbrook are of

comparable qualityBolingbrook Park District communicates well

Bolingbrook Park District offers affordable recreationalopportunities for residents


66/80


66

Quality of Instruction

Q24. The quality of instruction provided by Bolingbrook Park District staff is

A strong majority of residents believe that the quality of instruction provided by Park District staff is at

least comparable to, if not better than, that offered elsewhere. Only 3% indicate the quality ofinstruction is worse.

About thesame

Not sure

Better

Worse


67/80


67

Appeal of Potential Programs and Events

Q25. Which of the following potential Park District recreational programs and events would be most appealing to you or a member of your household? (Check up to five)

While nearly all of the potential Park District recreational programs and events tested would appear to have areceptive audience within the Bolingbrook community, fourpotential programs stand out as most appealing toresidents: family movie nights in the summer and cooking, gardening, and language classes.

Family movie nights in the summer

Cooking

Language classes

Adult and youth music classes

Antique car shows

Classes to supplement school coursework

Garden plots

Playing card groups/classes

Film making

Ethnic bands

Motorcycle shows

Classes on cultures represented in the Bolingbrook community

Class on history of Bolingbrook

Classes for overweight children

Other

None of the programs/events would be appealing to me

Gardening classes

Wine appreciation

Painting

Household finances

Sewing/Quilting


68/80


68

Additional Program Needs by Group

Q27. For which, if any, of the following groups would you like the Bolingbrook Park District to offer additional programming? (Please check all that apply.)

While each age group has its advocates for additional Park District programming, Bolingbrook residentsappear to be most interested in seeing additional adult evening classes. However, nearly one in four wouldlike to see more programs for seniors.

Children (1 month 4 years old)



Teenagers (13-17 years old)

Young adults (18-24 years old)

Adult evening classes

Child evening classes

Households with no children

Seniors

None of the above/Park District already offerssufficient programming for these groups


69/80


69

Impact of Pricing/Program Scenarios on Frequency ofProgram Participation

Q28. How much impact would each of the following have on the frequency with which you or members of your household register for Bolingbrook Park District programs?

While periodic sales or discounts on registration fees would appear to have the most potentialimpact on participation levels, for each pricing/program scenario presented, a majority of residentsindicate that they or members of their household definitely would or probably would register for morePark District programs because of it.

Periodic sales or discounts onregistration fees

DefinitelyWould

ProbablyWould

Would HaveNo Impact

Not Sure

Passes or r

Report BBPD Community Wide Survey Final 06-28-10

Documents

Transcript of Report BBPD Community Wide Survey Final 06-28-10