CITIZEN SURVEYS

Citizen satisfaction surveys have become increasingly more common as many jurisdictions attempt to gauge citizen expectations and satisfaction with government services.  Provided below are samples of several citizen surveys to share with your students. We selected surveys that offer a diverse view of what is possible. Included are sample surveys that were conducted over the phone, through the mail and on-line. Information on methodology, sample size and response rate are provided.  Reports on the survey results are also included. 

A good exercise for students is to ask them to compare and contrast the different surveys. What aspects did they like, dislike? Ask them to provide examples of what they consider to be good questions and poor questions and explain why they feel this way. Ask them to design a citizen survey for the community where they live, or where the school is located.  Have them identify a sample size, select a methodology and reporting format and justify their recommendations. Have them critique the reports.  Did they think any of the reports did an exceptionally good job at communicating the results? What would they do differently?

While the Public Opinion Laboratory is looking for business, they design, conduct and analyze citizen satisfaction surveys for jurisdictions; this site provides a good overview of developing, designing, sampling and reporting of surveys.

The website is a great teaching tool. Students can see what is possible in terms of involving citizens in the planning process.  The city of Akron refers to this initiative as a citizen-led process to establish goals for the future of Akron.

This link leads directly to a customer satisfaction survey conducted by the City of Calgary, Canada. First administered in 1997, the Customer Satisfaction Telephone Survey was conducted with a random sample of Calgary citizens. This survey provided a benchmark of public opinion on satisfaction with City services, attitudes of citizens regarding City services and feedback on experiences with City of Calgary departments and services.

This site provides examples of three on-line surveys conducted by Virginia Beach. The surveys are not overall citizen satisfaction surveys, rather they are surveys of the city’s website, CityPage and public television station. This link is provided so that students may assess the format of these on-line surveys.

Multnomah County, Oregon is recognized as a leader in assessing citizen satisfaction through surveys. The first citizen satisfaction survey was conducted in 1994. This site, in addition to explaining the sample size, methodology, and findings, briefly discusses the strengths and weaknesses of citizen satisfaction surveys. The county utilizes a mail survey.

It is the mission  of the Citizen Efficiency Review Committee to accomplish an objective review  of the efficiency, effectiveness and appropriateness of City-provided services,  individually and as a system, and to make such recommendations to the Board  of Aldermen as are deemed appropriate by the Committee to prepare City government  to function in ways that enable us to meet the future within the conceptual  framework of the vision set forth in the Legacy Comprehensive Plan.

The 2001 Prince William County Citizen Satisfaction Survey is the ninth in an annual series conducted by the Center for Survey Research (CSR) at the University of Virginia, at the request of the Prince William County government. This year’s telephone survey of 931 randomly selected individuals living in the County, conducted from June 1 to June 13, 2001, marked a significant change from the prior eight surveys conducted by CSR beginning in 1993. The 2001 survey contains significantly fewer questions than prior years. In January 2001, a decision was made by the County government to experiment with a new program for the annual survey, the length of which had become a matter of concern to both County leaders and CSR staff. After careful consideration, about half the questions were designated as "core" questions, those that will be included in the survey each year.

Reno residents are satisfied with the quality of life in the Truckee Meadows. They feel safe in their neighborhoods, and they feel that Reno City employees are knowledgeable about their jobs.

These findings are from the 2002 Citizen Satisfaction Survey conducted for the City of Reno by Magellan Research of Las Vegas. The survey was conducted on the telephone with over 700 respondents, resulting in a margin of error of plus or minus 4 percent.

Twice a year Chandler residents have the opportunity to let the City know what they think of the services they are provided. Survey cards are sent out in February and in August to residents through the City’s utility billing; therefore, responses received are only from citizens receiving monthly utility billings for City services.