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Let’s Talk Norfolk
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Parking Customer Satisfaction Survey September 2020

Please help us improve parking operations in Norfolk by taking this short survey.

This topic is closed

38 registered responses


What is your age?

Response Percent Response Count
16-35 34.2% 13
36-50 36.8% 14
50-65 23.7% 9
66-80 5.3% 2

What is your gender?

Response Percent Response Count
Male 47.4% 18
Female 52.6% 20

Do you have access to a smart phone or the internet?

Response Percent Response Count
Yes 100.0% 38

For what reasons do you use parking in Norfolk? Check all that apply.

Response Percent Response Count
Residential Parking 60.5% 23
Business 52.6% 20
Shopping 68.4% 26
Dining 71.1% 27
Entertainment 63.2% 24
Events 55.3% 21
Other 7.9% 3

How often do you park in Norfolk?

Response Percent Response Count
Rarely 5.3% 2
One to four times per month 23.7% 9
One to four times per week 13.2% 5
Every day 57.9% 22

How would you rate the appearance and cleanliness of City of Norfolk parking garages and lots?

Response Percent Response Count
Excellent 2.6% 1
Very good 21.1% 8
Good 47.4% 18
Fair 26.3% 10
Poor 2.6% 1

How would you rate the reliability of the City of Norfolk's Parking system?

Response Percent Response Count
Excellent 7.9% 3
Very good 18.4% 7
Good 42.1% 16
Fair 23.7% 9
Poor 7.9% 3

How would you rate the lighting and safety of City of Norfolk parking garages and lots?

Response Percent Response Count
Excellent 5.3% 2
Very Good 34.2% 13
Good 39.5% 15
Fair 18.4% 7
Poor 2.6% 1

How would you rate the Parking staff's responsiveness and ability to resolve your request?

Response Percent Response Count
Excellent 7.9% 3
Very Good 18.4% 7
Good 26.3% 10
Fair 10.5% 4
Poor 5.3% 2
Not applicable 31.6% 12

How would you rate your overall experience when using City of Norfolk parking facilities?

Response Percent Response Count
Excellent 5.3% 2
Very good 26.3% 10
Good 44.7% 17
Fair 23.7% 9

How would you rate your experience navigating the Parking Customer Portal?

Response Percent Response Count
Excellent 2.6% 1
Very Good 7.9% 3
Good 13.2% 5
Fair 7.9% 3
Poor 7.9% 3
Have not used 60.5% 23

If you have not used the Parking Customer Portal, why not?

Response Percent Response Count
I conduct all my business in Parking's Customer Service Center office. 5.3% 2
I use only on-street parking. 2.6% 1
I am not a monthly parking customer. 31.6% 12
Other 15.8% 6
Not applicable 44.7% 17

What is your preferred method of payment?

Response Percent Response Count
Cash 21.1% 8
ACH Debit 26.3% 10
Credit Card 44.7% 17
Check 2.6% 1
Mobile Parking App 5.3% 2

How satisfied are you with the City of Norfolk's parking garage and lot parking rates/fees?

Response Percent Response Count
Very Satisfied 13.2% 5
Satisfied 55.3% 21
Less than satisfied 23.7% 9
Not Satisfied 7.9% 3

What are the three most important qualities you want in the Norfolk Parking system?

Response Percent Response Count
Safety 76.3% 29
Convenience 42.1% 16
Value 52.6% 20
Location 36.8% 14
Cleanliness 18.4% 7
Easy entrance and exit from garages and lots 52.6% 20
Responsive staff 15.8% 6
Friendly staff 5.3% 2

Do you have any suggestions to improve the parking experience in the City of Norfolk?

Answered
24
Skipped
14

In which facilities do you park? Check all that apply.

Response Percent Response Count
On-street parking meters 60.5% 23
Bank Street Garage 34.2% 13
Boush Street Garage 34.2% 13
Brambleton Lot 5.3% 2
Charlotte Street Garage 10.5% 4
Cedar Grove Lot 2.6% 1
East Street Lot 2.6% 1
Education (School Board) Lot 7.9% 3
Fountain Park Garage 5.3% 2
Freemason Street Garage 26.3% 10
Granby Municipal Lot 5.3% 2
Harbor Park Lots 18.4% 7
Harrison Opera Lot 13.2% 5
MacArthur North Garage 57.9% 22
MacArthur South Garage 55.3% 21
Main Street Garage 31.6% 12
Plume Street lot 18.4% 7
Scope Garage 21.1% 8
Spotswood Lot (Ghent) 13.2% 5
St. Paul’s Lot 7.9% 3
The Main Hotel Garage 21.1% 8
Town Point Garage 15.8% 6
Union Street Lot 5.3% 2
Waterside Garage 28.9% 11
West Plume Garage 13.2% 5
York Street Garage 15.8% 6
Residential and Business Permit Parking 18.4% 7

How did you hear about this survey?

Response Percent Response Count
Social Media (Facebook, Twitter, NextDoor, LinkedIn, Instagram) 26.3% 10
Website (www.norfolk.gov or https://norfolk.t2hosted.com/Account/Portal) 71.1% 27
Email invitation from Parking Division 2.6% 1
Name not shown in Ward 2
September 23, 2020, 8:20 AM
  • What is your age?
    • 36-50
  • What is your gender?
    • Female
  • Do you have access to a smart phone or the internet?
    • Yes
  • For what reasons do you use parking in Norfolk? Check all that apply.
    • Residential Parking
    • Business
  • How often do you park in Norfolk?
    • Every day
  • How would you rate the appearance and cleanliness of City of Norfolk parking garages and lots?
    • Good
  • How would you rate the reliability of the City of Norfolk's Parking system?
    • Poor
  • How would you rate the lighting and safety of City of Norfolk parking garages and lots?
    • Good
  • How would you rate the Parking staff's responsiveness and ability to resolve your request?
    • Good
  • How would you rate your overall experience when using City of Norfolk parking facilities?
    • Fair
  • How would you rate your experience navigating the Parking Customer Portal?
    • Poor
  • If you have not used the Parking Customer Portal, why not?
    • Other - This system does not allow for monthly residential payments. The meter maids rarely even check to see if you’ve paid and will ticket less than 5 minutes when the time ends. The system locks you out when trying to extend.
  • What is your preferred method of payment?
    • ACH Debit
  • How satisfied are you with the City of Norfolk's parking garage and lot parking rates/fees?
    • Satisfied
  • What are the three most important qualities you want in the Norfolk Parking system?
    • Convenience
    • Location
    • Easy entrance and exit from garages and lots
  • Do you have any suggestions to improve the parking experience in the City of Norfolk?
    As a resident and business owner Downtown, the parking process is extremely inconvenient. The city allows for larger businesses to come in and take all of the most convenient parking- Gas Light Hotel, Hilton to name a few. And getting into the W plume st. garage is a complete hassle when trying to carry and unload items for the business. Parking for residents isn’t clear. There are NO SIGNS about where to park and I was ticketed my first week of parking here without orientation to this garage. Also, electronic debit NEVER works and I have to find out by being locked out each month that the bill is due. The city does NOT send invoices or bills each month. Parking is a background matter and is something would be much more convenient to have it automatically debited from my account each month rather than getting a million tickets coming and going each day. The entire living and owning a business here is not a friendly experience. Lastly- those decals roll up and die in the heat. I’m the first week, I received a ticket in the plume street garage because the adhesive on the decal was not strong enough to stay- in addition to being parked in a visitor’s space, not knowing that residential parking was on floor 6 and above (NO SIGNS).
  • In which facilities do you park? Check all that apply.
    • On-street parking meters
    • West Plume Garage
  • How did you hear about this survey?
    • Website (www.norfolk.gov or https://norfolk.t2hosted.com/Account/Portal)
Let’s Talk Norfolk is not a certified voting system or ballot box. As with any public comment process, participation in Let’s Talk Norfolk is voluntary. The responses in this record are not necessarily representative of the whole population, nor do they reflect the opinions of any government agency or elected officials.

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What are my options to participate?

Let’s Talk Norfolk has two participation channels:

  • The Registered Channel: Sign in before or just after you submit your response. Either way, Community Feedback will show your response on this website.
  • The Unregistered Channel: Don't sign in and remain anonymous. Community Feedback will just share your response with Norfolk staff.

Note: The first time you sign in, you'll need to register (establish an account on Let’s Talk Norfolk). Registration is free.

Why do I need to sign in to show my response on this website?

The City of Norfolk has contracted with Community Feedback to monitor responses shown on this website.

  • To prevent any single user from dominating the forum, the City of Norfolk restricts the number of responses any one user can post on selected topics. Registration helps Community Feedback enforce this restriction.
  • Users, staff and government leaders often want to know the neighborhood from which a response is posted. Community Feedback uses registration to show the neighborhood next to each response (not the address).
  • If a user posts a response that does not meet the City of Norfolk guidelines for civility, Community Feedback uses the user's email address to invite the user to resolve the issue.
I'm concerned about privacy. Who will get my contact information and what will they use it for?

Community Feedback will get your contact information. The company is under contract with the City of Norfolk to hold it in strict confidence per their privacy policy.

What other benefits do I get from signing in?
  • Since you'll see your own response on Let’s Talk Norfolk, you'll be able to confirm that your response was posted as you intended.
  • You'll be able to change and/or delete your response as long as the topic is open.
I'm still very concerned about privacy. Is there a way for me to submit a response without registering?

Yes. Sign out, then set your privacy preference to be "No - just show it without my name to staff". You won't need to register.

What prevents an unregistered user from submitting multiple anonymous responses?

While no authentication procedure can perfectly detect every fraudulent registration, Community Feedback is able to secure the registered channel against systematic fraud: cases where users submit enough statements with fraudulent registrations to sway the overall interpretation of the feedback.

Community Feedback is unable to secure the unregistered channel against systematic fraud, because unregistered users are anonymous.

Neither the registered nor the unregistered channel represent a certified voting system or ballot box - and that caveat is footnoted on every page of feedback. Instead, both are additional channels for feedback to government.

Why are there two participation channels?

Users can participate on the registered channel (by signing in) or on the unregistered channel (by remaining anonymous). The City of Norfolk offers both channels in order to broaden participation and maximize decision makers' insights.

The registered channel enables users to assure decision makers that their feedback comes from a real person in a specific neighborhood. It also enables users to participate in a public discussion on the website, as well as manage their own response after posting it.

The unregistered channel is for users who want to provide quick feedback without registering, and/or whose privacy concerns would prevent them from participating if required to register. Because many users with valuable insights will only share them anonymously, this channel gives decision makers the option to consider those insights in their deliberations.

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OpenGov is a non-partisan company whose mission is to broaden civic engagement and build public trust in government. The City of Norfolk has contracted with OpenGov to administer Let’s Talk Norfolk.

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