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 Q4 of 2019, the Overall Satisfaction Index for the City of Olathe was up two points from the prior quarter and continues to remain at the very high level set with 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 saw notable increases in the following three categories in Q4 of 2019:
- City Leadership Index = +6
- City Library Index = +5
- City Codes and Ordinances Index = +9
Meeting Target | 
Close to Target | 
Off Target
Meeting Target Close to Target Off Target