McLean County Times

A recent community satisfaction survey indicates that most residents of the Town of Normal are pleased with the overall quality of life in the municipality. According to the survey, 72% of respondents rated the town’s quality of life as good or excellent. This figure is 8% higher than similar communities in the region and 9% above the national average. Additionally, 61% of those surveyed would recommend Normal as a place to live.

“This is the Town’s second survey round and we are again gratified with the results,” said Town of Normal City Manager Pamela Reece. “Our scores are steady, fluctuating plus or minus a point or two. More importantly, they consistently meet or exceed national averages. That is the goal. We will keep asking the community to tell us how we’re doing. And, we’ll watch our scores over time, digging in to see how we can improve.”

The survey, which was conducted from November through January, showed strong satisfaction with several town services and amenities. Seventy-two percent of residents expressed satisfaction with parks and recreational facilities, 71% with waste and recycling services, 70% with access to quality education, and 70% with overall city services. The availability of art and cultural events received a positive rating from 57% of respondents.

In terms of public safety, 63% of residents gave a positive rating, 24% responded neutrally, and 13% expressed low satisfaction. These results align with regional averages and are slightly higher than the national average of 60%.

One area showing notable improvement was transparency and accountability in town operations. Agreement with the statement “The Town operates in a way that exhibits transparency and accountability” rose from 42% in late summer 2024 to 50% in January 2025. Pamela Reece attributed this improvement to recent public presentations at Council meetings and work sessions. “During the time the survey ran, staff provided the community with a lot of information about community financial trends, the budgeting process and the Town’s five-year community investment plan,” Reece explained.

The Town has also taken steps to increase communication and transparency by launching “Normal Now,” a monthly e-newsletter, and by updating its Open Data Portal with searchable tools for residents.

Feedback from the survey suggests that while Normal performs well in waste management, safety, and recreation, there is room for improvement in infrastructure, maintenance, and cost management. The lowest satisfaction scores were related to affordable housing (22%) and jobs paying a living wage (36%). The complete survey report is available at normalil.gov/Jan2025Results.

The survey was developed in partnership with Zencity and included comparisons to similar communities using factors such as population size and demographics. Zencity used U.S. Census data to set response targets and weighted responses to reflect the municipality’s demographic makeup. No personally identifying information was collected during the survey process.

Zencity is a technology company that assists municipalities with community engagement efforts.

All Town of Normal facilities are accessible. Residents needing assistance or accommodations to access programs or services are encouraged to contact ADA Coordinator Mark Clinch at 309-454-9580 or by email. The Town welcomes feedback from all residents to ensure equal participation in its initiatives.