Citizen Satisfaction

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Citizen Satisfaction
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Measuring Citizen Satisfaction
Q How do you measure citizen satisfaction? A
Ask the Ultimate Question
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The Ultimate Question
How likely would you be to recommend that a
friend live in Example City?
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(No Transcript)
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(No Transcript)
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Net Promoter Concept
How likely would you be to recommend that a
friend live in Example City?
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The Ultimate Question/Net Promoter Score
Advantages

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• Simple to understand index
• Creates a baseline
• Proven in private sector, but adaptable to public
  sector
• Can be asked annually or more frequently

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Citizen Survey Other Questions

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• Importance/satisfaction with key issue areas
  (possibly one for each City department)
• Qualitative (i.e. What would make you rate
  Example a 9 or 10 on the ultimate question?)
• Not much more. Dont ask Are you satisfied with
  City Government?

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Citizen Survey Procedures

1. Draft survey instrument.
2. Collect email addresses.
3. Distribute email invitation and reminders.
4. Advertise survey providing a web link (newspaper,
   water bill, web site, etc.).
5. Distribute hard copy with collection boxes in
   strategic locations to include non-internet users
   and people for whom no email address is
   available.
6. Provide a link on Citys web site. Possibly also
   on other cooperating groups web sites (i. e.
   Chamber, schools, churches).
7. Tabulate and analyze results.
8. Create a baseline for current year and repeat in
   subsequent years.
9. Evaluate performance.

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Citizen Survey -Net Promoter
Question What is Example Citys Net Promoter
Score?
Answer 27.6
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NPS Example City
49.3 Promoters minus 21.7 Detractors 27.6 NPS
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NPS By Geographical Location
East Quadrant 63.5 Promoters minus 12.3
Detractors 51.2 NPS
West Quadrant 38.2 Promoters minus 46.4
Detractors -8.2 NPS
South Quadrant 34.7 Promoters minus 27.5
Detractors 7.2 NPS
North Quadrant 52.6 Promoters minus 15.0
Detractors 37.6 NPS
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NPS Longevity in Example City
20 Years or More 40.8 Promoters minus 37.2
Detractors 3.6 NPS
10 19 Years 35.4 Promoters minus 15.7
Detractors 19.7 NPS
5 9 Years 52.6 Promoters minus 15.0
Detractors 37.6 NPS
Less than 5 years 63.7 Promoters minus 19.6
Detractors 44.1 NPS
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Citizen Survey - Example CityIssue Specific Data
IMPT. SATISFACTION SATISFACTION SATISFACTION
Issue Mean Index Percent 0-6 Percent 9-10
Roads/Transportation 4.7 -75.3 83.5 8.2
Jobs/Economic Development 5.0 10.9 25.0 35.9
Tax Levels 5.3 -29.3 51.6 22.3
Police Protection 5.3 23.3 26.0 49.3
Fire Protection 5.3 26.0 24.7 50.7
Land Use/Growth Management/Affordable Housing 5.6 -66.7 75.0 8.3
Recreation 5.8 38.4 15.5 53.9
Water Sewer Services 5.9 31.8 21.1 52.9
Trash Collection 6.0 41.7 18.7 60.4
Social Services 6.1 -43.7 64.8 21.1
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NPS Business Satisfaction
You can also assess business satisfaction by
asking people who own or operate a business in
your city a form of the Ultimate Question. How
likely would you be to recommend that a friend of
colleague open or relocate a business to Example
City?
61.4 Promoters minus 23.4 Detractors 38.0 NPS
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What should Example City do about the Information?

• Need to address issues in the South and West
  Quadrants These people are least satisfied.
• Need to address issues related to longevity in
  the City. People who have lived in Example City
  the longest are the least satisfied.
• High priority issues to work on include
• Roads/Transportation
• Tax Levels
• Land Use/Affordable Housing
• Jobs/Economic Development
• Redo the survey next year to track progress.

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For Information

• For additional information about Net Promoter
  Score and its application for local government,
  please contact
• Gerald Wexelbaum
• Strategy Support Associates
• [phone]
• geraldwex_at_aol.com