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 Q3 of 2019, the Overall Satisfaction Index for the City of Olathe was down one point 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 or decreases in the following two sub areas in Q3 of 2019: 

  • Effectiveness of City Communication = -6
  • Maintenance of City streets/buildings/facilities = +5
  • Enforcement of City codes and ordinances = -4

On Target Meeting Target | Caution Close to Target | Off Target Off Target


On Target Meeting Target
Caution Close to Target

Off Target Off Target

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