Organizational Decision-Making & the Successful Use of Citizen Satisfaction Data

Asking for a critique from your constituents is one thing. Promising to use the results as a guide to governing is another. The City of Olathe did both in 2000, when it hired ETC Institute, an Olathe consulting firm, to conduct an initial survey of resident satisfaction. The results since that first DirectionFinder survey have shown an ever-rising level of resident satisfaction and a quality of life that is unmatched in the Kansas City metropolitan area and rarely duplicated nationally.

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