On Target

DirectionFinder Overall Satisfaction Index (Council Key Result Indicator #1)

Measure Description/Definition

Every quarter, the City of Olathe has survey company ETC Institute conduct a statistically valid satisfaction survey of randomly selected Olathe residents. Approximately 500 survey responses are collected each quarter, and this is well above the 300 responses approximately needed for statistical validity on a population the size of Olathe.

The overall citizen satisfaction index is a perception indicator designed to reflect citizens’ overall satisfaction with their municipal governance and all City services. 

Target Determination

The Overall Citizen Satisfaction Index had utilized 2000 as the base year for eleven years. The index was re-calibrated in 2012 to utilize 2012 as the baseline target of 100. The re-calibration reflects Olathe’s desire to set the standard of excellence in public service based on higher performance standards and current expectations of citizens.


In 2017 the Overall Satisfaction Index for the City of Olathe increased by one point over the prior year and continues to remain above the 2012 baseline year mark. The Overall Satisfaction Index for the City of Olathe was above the metropolitan Kansas City area for the fifth consecutive year.  The overall index increase was led by the following sub indexes: 

  • Effectiveness of City Communications = +4
  • Flow of Traffic/Congestion Management = +3
  • City Water and Sewer Utilities = +2

City of Olathe 100 E. Santa Fe Street Olathe, KS 66061-3409 | 913.971.8600