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2018 Resident Survey

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City Presents Final Results of 2018 Survey

Survey results web graphic
 Link to Survey Results
 Click here to read the full report
Results from the 2018 online resident survey are now available. Click here for the full report. 

The biennial Community Survey acts as a report card of sorts, providing Westerville leaders and staff important feedback to examine the delivery of City programs and services. The 2018 Survey saw the community’s best participation with 2,081 respondents. The web-based survey was available from Dec. 1, 2018 - Jan. 2, 2019. Strategic Research Group (SRG), a Columbus-based survey research firm, was again selected by the City to conduct the community poll.

Westerville residents continued to indicate high levels of overall satisfaction with City programs and services, with 87% of residents stating they are satisfied or very satisfied with the overall quality of services provided by the City.


Key Findings from the 2018 Survey Include:

  • Public Safety and Management emerged as a top priority among respondents, replacing “Fiscal Management and Responsibility,” referenced as the primary area of importance over the past two cycles (see pp. 21-22).

  • The largest change was a reduction in the mentions of infrastructure and roadway maintenance (50% in 2016 versus 42% in 2018).

  • When asked to describe their City, Westerville residents continue to express positive impressions. The terms most commonly used were (1) “friendly” (2) “safe” and (3) “family/family-friendly.”

  • When presented a list of potential reasons of why they live in Westerville and asked to indicate how important each is to them, respondents gave “overall safety of the community” the highest rating by a wide margin, followed by “quality of City services” and “the family-friendly nature of the City.”

  • With regard to personal concerns for citizens, “maintaining emergency response times” was the most frequently mentioned item as in past years, followed by “routine patrol of residential areas.” Additionally, concerns about “domestic violence” increased notably from 2016.

  • There were some changes in the use of communication media from 2016 to 2018. Most notably, the City website surpassed City publications as the most commonly cited source of information and social media continued to increase as well.

The survey gives City staff and leaders important insight into resident concerns...

  • While traffic has historically been reported as most bothersome to respondents, in 2018 “Property Taxes” is what residents liked least about Westerville, followed by “Traffic Issues.”

  • Road conditions rated highest when residents picked “Other” as a response of what they like least (7.9%).

Land use and business development decisions, including strategic use of tax incentives, remain well supported….

  • Overall, 75 percent agree the City is doing a good job of managing housing growth.

  • With regard to managing retail and business growth, 82 percent agree that the City is doing a good job of managing retail and business growth.

  • Most survey participants believe the City promotes a positive business environment and should use tax breaks and financial incentives to attract new business (with an overall agreement of 81% and 59%, respectively). 

View Previous Resident Surveys:




 2016 Online Survey Thumb


2014 Community Survey Cover Page



2012 Community Survey Cover Page



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