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

In Q1 of 2018 the Overall Satisfaction Index for the City of Olathe decreased by one point over the prior quarter but continues to remain above the 2012 baseline year mark. The Overall Satisfaction Index for the City of Olathe continues to be above the metropolitan Kansas City area.  The overall index decrease was impacted by the following sub areas in Q1 of 2018: 

  • Effectiveness of City Communications = -4
  • Maintenance of City streets/buildings/facilities = -3
  • City water and sewer utilities = -2
  • Enforcement of city codes and ordinances = -2


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