Welcome to business session.

Our first item or is approval of business session minutes from our prior meeting.

Is there a motion?

Second.

Moved and second, all in favor indicate by saying aye.

Aye.

Aye.

Proposed motion passes.

Citizen satisfaction report.

You waited a long time last time, so we look forward to hearing from

you.

Thank you.

I am Alex Tolle, Chief Data Officer for the City.

I'm going to present the resident survey for the 2025, 2026 fiscal year.

Just to give an overview before I get into the process of how this data was collected overall, I would say that resident uh satisfaction is increasing.

And also we see the customer the composite customer satisfaction index is now 14% above the average compared to last year.

This is an additional one point.

So the resident composite customer satisfaction index is increasing.

Year on year, we have seen uh 13 of the 17 major service categories improved significantly this year.

Uh that means uh the increase was above the uh threshold of uh plus or minus 1.6 percent, which is the margin of error.

Uh we see also that uh police services uh posted the largest gain of uh 16 uh point eight uh percentage points, uh followed by city communication uh with a 9.3 percent, and then with housing uh and transportation.

Uh at the very top now, the most top rated uh uh category uh across the city uh is uh fire and ambulance uh at 74.3 percent.

And this is nearly eight points um uh nearly uh eight points up uh compared to the uh previous year.

Uh we also uh measure uh Kansas City uh as uh a place uh to live.

Uh we see that about two-thirds of the residents now rate Kansas City as a good place to live, and almost 80% uh say they intend to stay in Kansas City in the next uh five years.

So we also see uh two areas that are uh declined, environmental uh quality uh and airport uh facilities uh each uh declined uh by um a 5.9% and 2.1% respectively.

Uh in summary, we can say that uh year over year our resident trust and uh and satisfaction uh has improved across uh most major service areas.

Uh I would also add to say that whilst we say 13 uh of the 17th, uh those uh major uh improvements I would say above the uh the uh margin of error, but uh altogether 15 out of 17 uh showed some improvement.

Uh then the question is how was this uh data measured?

This was collected by ETC.

Um they sent out 9,000 uh 9,000 uh surveys to that's 9,000 households, uh sampled randomly.

Um and then the target is to have at least uh 600 uh coming from each council district.

Uh the response rate um that's uh out of 9,000, uh 3,725 were completed, and uh in this case this was done in two ways.

Uh one, the first cycle was in fall of 25, and the second one was in spring of 26.

Um, in terms of uh just giving uh a general overview, uh we see about 74 percent uh satisfaction for fire and ambulance, uh and then the resident uh uh the uh satisfaction index or customer satisfaction index uh year on year.

Uh this is um one point up.

The previous year it was one or four again as a place to live, 67%.

And we also see uh the uh lowest uh rated category uh is the streets and infrastructure uh at uh 26 percent.

Uh I will get uh into more detail in the uh next few slides.

But when we look at the top five uh highest uh rated services, we see that we have uh ambulance, uh fire and ambulance, uh airport facilities, uh solid waste, uh, and we also have uh 3.11 services.

Uh looking at the trend, the customer satisfaction index, we can see that uh this has been uh an increase uh since uh the fiscal year 21, and that uh momentum is still uh is still uh uh ongoing.

So we see that uh our baseline was uh is 105 set in 205, but we are at 105, but that's 14 percent above the national average.

Um looking at these uh 13 categories that we say it uh improved statistically significantly, uh we can see that at the very top there, the quality of police services, about 17 percent, uh, and then uh we keep on going city communication uh all the way uh to 3.11 uh services with a 4.2 percentage increase.

So this is when we compare to the threshold uh or margin of error of us or minus 6%.

So uh these are the changes uh that we see.

Uh we also look at what are the uh areas of strengths, what are the gaps that uh we still need to close, areas where attention is needed, uh, and areas where we can say uh those are areas of strength, uh fire and fire and ambulance, uh airport facilities, solid waste services, uh parks and recreation, and then 311 uh call center, uh we can see the uh satisfaction ranges from about 50 uh 8% to about 74%.

Um airport facilities, we still is still the second top uh uh rated uh uh category as well.

Uh in terms of the areas of improvement, again, this is uh arbitrary.

We uh selected about anything less than 40 percent.

We see that the lowest is the street uh sidewalks and infrastructure.

But even though we still uh we look at these uh uh services, housing services, city planning and development, uh cleanliness or storm drains, environmental quality, we still see that for most of those the top four, there was an increase.

So that means uh most of them are trending up, uh except the environmental quality uh and airport uh facilities, as I noted earlier.

Um then the next thing that I'm going to talk about is when we look at uh the year over year changes, uh we look at the trend line.

What we see is we see a lot of greens now in the 24, 25, 25, 26.

That means that's where we have the highest gains.

Uh we also look at that trend, it will show us that probably this is the best gain that we can see since 2016, uh 2015-2016 fiscal year.

Uh in terms of uh the uh resident priorities, uh the way we calculate this is we multiply the importance, uh multiplied by the dissatisfaction to determine what's called the IS rating.

In this case, we see that uh maintenance of streets and sidewalk and infrastructure, quality of police services, housing services, they still are top the list as uh top uh priority uh areas.

And then uh everything else comes after that.

We see they mostly fall in the category of medium, means uh continue with current embassies.