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 above the 2012 baseline year, placing Olathe in the top 10% of all cities nationally. The index had a 1 point decrease in 2Q 2017 compared to the prior quarter. This decrease was led by the following:

  • Code Enforcement index saw a 7 point decrease. A trend in past years is for this index to decline in the 2Q because code activity is less visible. Information is being communicated in the summer Olathe Link about the City's mowing frequencies and responsibilities. Also, Codes is putting in place a program to help residents in need of one time help with mowing and also recognizing homes that consistently meet code standards.
  • Customer Service index saw a 4 point decrease. Efforts are underway to collect more real time feedback from customers 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