TOWNSHIP OF ESQUIMALT STAFF REPORT
MEETING DATE: May 11, 2026 Report No. ADM-26-023
TO: Committee of the Whole
FROM: Tara Zajac, Manager of Communications
SUBJECT: Community Satisfaction Survey 2026
RECOMMENDATION:
Recommendation
That the Committee of the Whole recommend that Council receive the Citizen Satisfaction Survey for information as outlined in Staff Report No. ADM-26-023.
Body
EXECUTIVE SUMMARY:
Township staff conducted a community satisfaction survey in February 2026. The survey was mailed to 1,600 randomly selected Esquimalt residents. Residents were asked to rate their satisfaction with the services provided by the Township of Esquimalt.
The survey was designed to be statistically significant and provide a benchmark for future years. Residents completed 376 surveys, giving a response rate of 23.5%. Statistics generated from a sample size of 376 are accurate within ±5.0%, at the 95% confidence interval (19 times out of 20). This response level therefore achieved a data set that can be used to represent community opinions.
Staff engaged Discovery Research to design, distribute and analyse the survey results. This report presents a summary of the responses along with the results per question.
BACKGROUND:
The Township has not launched a community satisfaction survey in recent memory. Community satisfaction surveys, especially when created to be randomized and statistically significant, aim to allow municipalities to hear from residents in a meaningful way, to make data--driven decisions, to prioritize projects and to build more effective communication mechanisms that reflect the needs of the community.
Another important function of surveys, when done on a regular basis, is benchmarking. Over time, Council and staff can see how the preferences and priorities of the community evolve and adjust from there.
The 2026 survey addresses large themes as well as service-specific questions to help inform Council and staff in decision-making and shaping service priorities.
Discovery Research, an independent consulting firm, was retained to conduct the survey. The survey was designed so that resident opinions could be summarized and prioritized. Residents were asked to rate their level of satisfaction with a variety of municipal services and programs.
ANALYSIS:
The 2026 Community Survey has the following objectives:
• Measure residents’ satisfaction levels with the various Township services.
• Determine the public’s views as to the types of changes needed in Township services.
• Identify areas for improvement.
• Summarize the public’s views as to the priority of future operational or infrastructure improvements.
What is statistical significance?
A statistically significant sample size is the smallest number of participants or observations needed to detect a genuine effect or relationship with a high degree of certainty, balancing statistical validity with practical constraints.
Benefits of a randomized and statistically significant survey:
• Reliable results:
A statistically significant sample size helps ensure that the study's findings are representative of the larger population and not just a chance occurrence.
• Avoiding errors:
It minimizes the risk of Type II errors (a type II error produces a false negative, also known as an error of omission) and helps to provide a realistic estimate of the true effect.
• Efficiency:
While larger samples are often better, there is a point of diminishing returns where the added cost and time don't significantly increase accuracy.
Statistics generated from this survey’s sample size of 376 are accurate within ±5.0%, at the 95% confidence interval (19 times out of 20).
Process
The survey was created by the consultants in collaboration with staff; however question formats and overall design were left to the researchers.
Sixteen hundred paper surveys were mailed to randomized households in Esquimalt using an address list generated through Canada Post.
The survey was Township-branded and was mailed as part of a package that also included a cover letter from the Mayor that invites the resident to complete the survey. The package included a QR code to make online completion available as well. The intent was to make the survey low barrier. Residents were then asked to return the surveys via a self-addressed, postage paid envelope. The survey results were anonymous.
Response highlights
Quality of life in Esquimalt is very good:
Ninety-six percent of respondents believe that the overall quality of life in Esquimalt is good or very good. Ninety-seven percent believe Esquimalt is a good place to raise children and 89% felt Esquimalt is a good place to retire.
Transportation is the most important issue facing Esquimalt:
Nineteen percent say the most important issue facing Esquimalt is the traffic, transportation and parking and 12% felt the most important issue is housing affordability.
Traffic is the most important environmental issue facing Esquimalt:
Eleven percent of respondents said that traffic, idling and vehicle emissions were the most important environmental concerns facing Esquimalt, and 8% believe the most important environmental issue is development, density and land use.
Nature ranked the highest in what residents enjoy the most about living in Esquimalt:
Forty-five percent enjoy nature, parks and the waterfront the most about living in Esquimalt.
Majority satisfied with Esquimalt services and programs:
The vast majority (93%) are satisfied with the services and program provided by the Township of Esquimalt.
Township staff provide excellent service:
Township employees are courteous (92%), accessible (90%) and knowledgeable (88%).
Most agree they receive good value for taxes paid:
Seventy-seven percent agree that they receive good value for the municipal taxes paid.
Using the data
The survey establishes a benchmark for future years allowing councils and staff to observe trends in resident opinions. This first survey is a snapshot of current priorities and concerns using common indicators like services, quality of life, etc, that allow repeatable questions in the future.
The survey will also help inform council priority planning in the near term by taking resident feedback and applying it to decision-making around projects and initiatives. Staff can use the feedback to adjust workflow and operations where possible.
OPTIONS:
That the Committee of the Whole recommend that Council receive the Citizen Satisfaction Survey for information as outlined in Staff Report No. ADM-26-023.
COUNCIL PRIORITY:
Good Governance and Organizational Excellence
Engaged and Healthy Community
FINANCIAL IMPACT:
While this report does not have direct financial implications, the report feedback may be used by Council to decide on future budgeting priorities.
COMMUNICATIONS/ENGAGEMENT:
The statistically significant survey was promoted through the township’s website, corporate social media channels and the corporate e-newsletter. The goal of the messaging was to increase awareness of the survey so that those who received a mailed survey would be familiar with the initiative.
• Residents began receiving the mailed survey on or around February 23 and were asked to mail responses by March 15, 2026.
• Randomly selected survey responses: 376 (233 by mail; 141 by QR code)
• The public survey was open from March 5 to March 23, 2026.
• Public website survey responses: 232
• Engaging Esquimalt website page views: 813
• Meta advertisement video: 13,011 plays with 378 link clicks ($80 ad spend)
TIMELINES & NEXT STEPS:
• Post the survey summary report to the Township website.
• Share the survey results and analysis on social media.
• Refer to the survey results in upcoming Council priority planning sessions to help inform strategic direction.
REPORT REVIEWED BY:
1. Ian Irvine, Director of Finance, Reviewed
2. Sarah Holloway, Manager of Corporate Services, Reviewed
3. Dan Horan, Chief Administrative Officer, Concurrence
LIST OF ATTACHMENTS:
1. Esquimalt Community Satisfaction Survey Summary Report
2. Esquimalt Community Satisfaction Survey Staff Presentation