Transcript NPS Presentation - Strategy Support Associates

Example City
Citizen Satisfaction
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Measuring Citizen Satisfaction
Q: How do you measure citizen
satisfaction?
A: Ask the “Ultimate Question”
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The Ultimate Question
How likely would you be to
recommend that a friend live
in Example City?
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Net Promoter® Concept
How likely would you be to recommend that a friend live in Example City?
Extremely
unlikely
0
1
Extremely
likely
Neutral
2
3
Detractor
4
6
7
8
9
10
Passive
Promoter
Net Promoter®
Score
= % Promoter (minus) %
Detractor
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The Ultimate Question/Net Promoter® Score
Advantages
 Simple to understand index
 Creates a baseline
 Proven in private sector, but adaptable to
public sector
 Can be asked annually or more
frequently
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Citizen Survey Other Questions
 Importance/satisfaction with key issue areas (possibly
one for each City department)
 Qualitative (i.e. What would make you rate Example
a 9 or 10 on the ultimate question?)
 Not much more. Don’t ask “Are you satisfied with
City Government?”
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Citizen Survey Procedures
1.
2.
3.
4.
5.
6.
7.
8.
9.
Draft survey instrument.
Collect email addresses.
Distribute email invitation and reminders.
Advertise survey providing a web link (newspaper, water bill, web
site, etc.).
Distribute hard copy with collection boxes in strategic locations to
include non-internet users and people for whom no email address
is available.
Provide a link on City’s web site. Possibly also on other
cooperating groups’ web sites (i. e. Chamber, schools, churches).
Tabulate and analyze results.
Create a baseline for current year and repeat in subsequent years.
Evaluate performance.
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Citizen Survey -Net Promoter®
Question: What is Example City’s Net
Promoter® Score?
Answer 27.6%
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NPS – Example City
49.3% Promoters minus 21.7% Detractors = 27.6% NPS
Detractors
21.7%
Promoters
49.3%
Passive
29.0%
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NPS – By Geographical Location
East Quadrant
West Quadrant
63.5% Promoters minus 12.3%
Detractors = 51.2% NPS
38.2% Promoters minus 46.4%
Detractors = -8.2% NPS
Detractors
12.3%
Promoters
38.2%
Detractors
46.4%
Passive
24.2%
Promoters
63.5%
Passive
15.4%
North Quadrant
South Quadrant
52.6% Promoters minus 15.0%
Detractors = 37.6% NPS
34.7% Promoters minus 27.5%
Detractors = 7.2 NPS
Detractors
15.0%
Passive
32.4%
Detractors
27.5%
Promoters
34.7%
Promoters
52.6%
Passive
37.8%
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NPS – Longevity in Example City
20 Years or More
10 – 19 Years
40.8% Promoters minus 37.2%
Detractors = 3.6% NPS
35.4% Promoters minus 15.7%
Detractors = 19.7% NPS
Detractors
15.7%
Detractors
37.2%
Promoters
35.4%
Promoters
40.8%
Passive
48.9%
Passive
22.0%
5 – 9 Years
Less than 5 years
52.6% Promoters minus 15.0%
Detractors = 37.6% NPS
63.7% Promoters minus 19.6%
Detractors = 44.1% NPS
Detractors
15.0%
Passive
32.4%
Detractors
19.6%
Promoters
52.6%
Passive
16.7%
Promoters
63.7%
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Citizen Survey - Example City
Issue Specific Data
IMPT.
SATISFACTION
Mean
Index
Percent
0-6
Roads/Transportation
4.7
-75.3%
83.5%
8.2%
Jobs/Economic Development
5.0
10.9%
25.0%
35.9%
Tax Levels
5.3
-29.3%
51.6%
22.3%
Police Protection
5.3
23.3%
26.0%
49.3%
Fire Protection
5.3
26.0%
24.7%
50.7%
Land Use/Growth
Management/Affordable Housing
5.6
-66.7%
75.0%
8.3%
Recreation
5.8
38.4%
15.5%
53.9%
Water & Sewer Services
5.9
31.8%
21.1%
52.9%
Trash Collection
6.0
41.7%
18.7%
60.4%
Social Services
6.1
-43.7%
64.8%
21.1%
Issue
Percent
9-10
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NPS – Business Satisfaction
You can also assess business satisfaction by asking people who own
or operate a business in your city a form of the Ultimate Question.
How likely would you be to recommend that a friend of colleague open or
relocate a business to Example City?
61.4% Promoters minus 23.4%
Detractors = 38.0% NPS
Detractors
23.4%
Passive
15.2%
Promoters
61.4%
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What should Example City do about the
Information?



Need to address issues in the South and West
Quadrants – These people are least satisfied.
Need to address issues related to longevity in
the City. People who have lived in Example City
the longest are the least satisfied.
High priority issues to work on include:





Roads/Transportation
Tax Levels
Land Use/Affordable Housing
Jobs/Economic Development
Redo the survey next year to track progress.
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For Information
For additional information about Net Promoter®
Score and its application for local government,
please contact:
Gerald Wexelbaum
Strategy Support Associates
(561) 479-3229
[email protected]
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