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					 Example City
Citizen Satisfaction



                       1
Measuring Citizen Satisfaction


Q: How do you measure citizen
   satisfaction?


A: Ask the “Ultimate Question”



                                 2
The Ultimate Question


 How likely would you be to
recommend that a friend live
     in Example City?




                               3
4
5
     Net Promoter® Concept

How likely would you be to recommend that a friend live in Example City?

       Extremely                                       Extremely
        unlikely                 Neutral                 likely

         0    1    2      3      4   6     7    8     9    10

                     Detractor             Passive



                                                     Promoter
     Net Promoter®
                         = % Promoter (minus) %       Detractor
         Score
                                                                     6
The Ultimate Question/Net Promoter® Score
Advantages



  Simple to understand index
  Creates a baseline
  Proven in private sector, but adaptable to
   public sector
  Can be asked annually or more
   frequently
                                                7
Citizen Survey Other Questions


 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. Don’t ask “Are you satisfied with
  City Government?”




                                                           8
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 City’s 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.


                                                                     9
   Citizen Survey -Net Promoter®


Question: What is Example City’s Net
Promoter® Score?
   Answer 27.6%



                                       10
NPS – Example City
49.3% Promoters minus 21.7% Detractors = 27.6% NPS




                Detractors
                 21.7%

                             Promoters
                               49.3%

                 Passive
                  29.0%




                                                     11
 NPS – By Geographical Location
      East Quadrant                       West Quadrant
63.5% Promoters minus 12.3%         38.2% Promoters minus 46.4%
   Detractors = 51.2% NPS              Detractors = -8.2% NPS

           Detractors
            12.3%
                                                                       Promoters
                                           Detractors                    38.2%
         Passive                            46.4%
          24.2%
                        Promoters
                          63.5%
                                                                  Passive
                                                                   15.4%




      North Quadrant                      South Quadrant

52.6% Promoters minus 15.0%         34.7% Promoters minus 27.5%
   Detractors = 37.6% NPS               Detractors = 7.2 NPS

           Detractors                        Detractors
            15.0%                             27.5%                     Promoters
                                                                          34.7%
                        Promoters
         Passive          52.6%
          32.4%
                                                        Passive
                                                         37.8%


                                                                                    12
 NPS – Longevity in Example City
     20 Years or More                           10 – 19 Years
40.8% Promoters minus 37.2%               35.4% Promoters minus 15.7%
   Detractors = 3.6% NPS                     Detractors = 19.7% NPS

                                                    Detractors
                                                     15.7%
                                                                 Promoters
       Detractors             Promoters                            35.4%
        37.2%
                                40.8%



                                                      Passive
                    Passive                            48.9%
                     22.0%




           5 – 9 Years                          Less than 5 years
52.6% Promoters minus 15.0%                63.7% Promoters minus 19.6%
   Detractors = 37.6% NPS                     Detractors = 44.1% NPS

            Detractors
                                                    Detractors
             15.0%
                                                     19.6%


                              Promoters
                                52.6%              Passive
          Passive
                                                    16.7%        Promoters
           32.4%
                                                                   63.7%



                                                                             13
Citizen Survey - Example City
Issue Specific Data

                                IMPT.            SATISFACTION

                                                   Percent   Percent
             Issue              Mean    Index        0-6      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                  5.6    -66.7%      75.0%       8.3%
Management/Affordable Housing
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%

                                                                       14
  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


                           Detractors
                            23.4%




                           Passive      Promoters
                            15.2%         61.4%




                                                                           15
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.
                                                   16
   For Information
For additional information about Net Promoter®
Score and its application for local government,
please contact:

                 Gerald Wexelbaum
            Strategy Support Associates
                  (561) 479-3229
                geraldwex@aol.com


                                                  17

				
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