2024 Resident Satisfaction Survey Results

The City of St. John’s will present the findings of the 2024 Resident Satisfaction Survey at the Committee of the Whole meeting on November 19. This statistically significant survey, conducted every two years, is a critical component of the City’s accountability framework, which emphasizes strategic planning, performance management and transparent reporting.

“These survey results provide vital feedback that guides our strategic plan and service delivery,” said Mayor Danny Breen. “We value the input of our residents and remain committed to continuous improvement and transparent communication. We are pleased to see some progress in residents’ satisfaction, and a clear indication of the issues that matter most such as housing, affordability, and public safety.”

Since its inaugural implementation in 2018, the Resident Satisfaction Survey has provided essential data that informs the City’s budgeting process and strategic planning efforts, including the development of the City’s strategic plan, Our City, Our Future, launched in 2019.

Key Highlights of the 2024 Survey Results:

Satisfaction with City Programs: 73% of respondents rated their overall satisfaction with the programs and services provided by the City of St. John’s a 7 or higher out of 10, marking an 8% increase from 2022.
Perception of Tax Value: 63% of residents rated the overall value of what they receive for their tax dollars a 7 or higher out of 10, which is a 6% increase from 2022.

Quality of Life: 74% of respondents rated their overall quality of life a 7 or higher out of 10, a 4% decrease from 2022. This decrease was attributed mainly to concerns around cost of living, crime and public safety. Issues such as public transit and housing were also cited. Homeowners and higher income earners reported higher satisfaction compared to renters and lower income earners.
Top Community Issue: Affordable housing remains the primary concern and a key priority for capital spending, aside from essential infrastructure like water and sewer.
Program Area Satisfaction: While 14 of 20 program areas saw a decrease in importance, six areas showed a statistically significant increase in satisfaction.
Balanced Investments: 87% of residents continue to support balancing investments in quality of life and basic services, a sentiment consistent over the past three surveys.
Sense of Belonging: 91% of residents feel a sense of belonging in St. John’s, and 91% believe the city is a great place to build a life, consistent with 2022 data.
City Direction: 77% of residents feel the City is on the right track, reflecting a 6% decline from 2022.
Trust in the City: 81% of residents expressed some level of trust in the City, which has been relatively consistent over the past three surveys.
New Benchmarking Indicators for 2024:

72% agree St. John’s is a safe city.
63% agree St. John’s is an accessible city.
58% agree St. John’s is an affordable city.

Digital Services: 81% of residents indicated they are likely or very likely to make payments or submit forms online.
City Staff: 87% agree that City staff are courteous, helpful, and knowledgeable, though only 61% believe staff respond in a timely manner.
Public Engagement: Satisfaction with the City’s online engagement platform, EngageStJohns.ca, increased by 17% to 60%.

View Results Infographic

The 2024 survey, conducted by MQO Research from September 10 to October 8, included responses from 601 residents through telephone interviews. The survey maintains statistical validity with a margin of error of +/- 4.0 percentage points 19 times out of 20. Overall, 9% of respondents indicated they were a visible minority; 4% are indigenous; 23% reported that they have a disability; and 10% were LGBTQ2IA+.

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