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.

Analysis

Overall Satisfaction with City services continues to be at or above the 2012 baseline year, placing Olathe in the top 10% of all cities nationally. The index had a 1 point decrease in 3Q 2017 compared to the prior quarter. This decrease was led by the following: 

  • Effectiveness of City Communication saw a 6 point decrease. Efforts are underway to collect more real time feedback from customers that will support tailored communication efforts as well as create common comparison questions for survey data collection between Olathe Connect and DirectionFinder


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