To: Members of the Castle Rock Water Commission
From: Mark Marlowe, P.E., Director of Castle Rock Water
Title
Community Survey Results
Town Council Agenda Date: NA
Body
________________________________________________________________________________
Executive Summary
The purpose of this memorandum is to provide Water Commission with a summary of the 2025 Community Survey specifically with respect to aspects of the survey related to Castle Rock Water (CRW). The survey had 1,881 residential respondents. The 2025 survey contained 50 total questions across all services provided by the Town that can be compared to the 2023 survey. Among the trended questions, 2 increased, 6 decreased, and the remaining 42 were similar to 2023. Resident’s rated 49 out of the 50 attributes above 5.0 on a scale from 0 to 10. CRW was not recognized in the attributes that increased or decreased but CRW’s questions all remained statistically similar to the 2023 performance. In the table below, you can see how CRW has performed in the community survey since 2019.
|
|
2019 |
2021 |
2023 |
2025 |
Change from 23 |
|
Securing and managing long-term water supplies |
6.65 |
6.74 |
5.98 |
6.09 |
0.11 |
|
Water conservation programs |
7.00 |
6.92 |
6.41 |
6.55 |
0.14 |
|
Keeps residents informed regarding water |
7.33 |
6.83 |
7.02 |
6.87 |
-0.13 |
|
Proving a water bill that is easy to understand |
7.64 |
7.61 |
7.21 |
7.42 |
0.21 |
|
Customer Service |
7.49 |
7.28 |
7.13 |
7.12 |
-0.01 |
|
Overall quality of water |
7.42 |
7.59 |
7.28 |
7.29 |
0.01 |
The scale is 0 to 10 with 10 being the best. The good news is that CRW continues in a positive direction with only two questions falling in score but not by a statistically significant amount. Four questions increased in performance, but again, not by a statistically significant amount.
CRW did ask two new areas of performance, and the results for those areas are shown in the table. Both questions performed above midpoint of the survey.
|
|
2019 |
2021 |
2023 |
2025 |
Change from 23 |
|
Management of Stormwater |
n/a |
n/a |
n/a |
6.71 |
n/a |
|
Operation of Wastewater/Sewer |
n/a |
n/a |
n/a |
7.25 |
n/a |
The below table shows the Strategic Priorities that have been identified by the Town of Castle Rock and how CRW relates. Noted on the graph residents feel that “Securing the Town’s water future” is a high priority but they have seen lower progress than they would like. This is an item that CRW staff will be evaluating.
The below table shows how water relates to the overall drivers of a 5-Star Rating for the Town of Castle Rock. The 5-Star Rating is a proprietary index used by the company that performed the survey that is used to evaluate the overall quality of governance and vision in a community relative to other similar communities. In total, ”Water customer service” is shown as high impact and high performance with the goal to be to maintain that performance. Keeping residents informed regarding water is low impact and low performance from this survey, but CRW believes that last year’s efforts to improve outreach on water provided significant positive impact as shown by a reduction in growth concerns related to water. Of the other six attributes reviewed in the survey, Castle Rock Water has the opportunity to improve in two areas where performance can have a high impact but was lower in performance than expected, “Securing and managing long-term water supplies” and “Water value of service for rates paid.”
Attachment A: Shows the positive and negative aspects of growth pertaining to all aspects of the Town.
Attachment B shares all of the survey results that are specific to CRW.
Customers indicated that the favorite mode of communication is email followed by the Town’s website and direct mail. The results of the survey are being shared across Castle Rock Water and key groups will evaluate actions to respond to the results in accordance with our strategic plan.
Attachments
Attachment A: Growth In Castle Rock
Attachment B: CRW Specific Results