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Customer Satisfaction Survey

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Debbie Cravey
Debbie Cravey asked
1 Sep 2012

We are trying to create one customer satisfaction survey that can be utilized by all departments vs. each department using a customer satisfaction survey unique to their department. Does anyone have a survey they use city-wide?

Response needed by Thursday, September 13, 2012




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Gabriel Brehm
Gabriel Brehm said
5 Sep 2012

Hello Debbie,

I was able to find some city-wide surveys administered by various organizations which can hopefully act as a starting point for your own city-wide surveys.

Here is a sample city-wide survey from Olathe, Kansas:
http://icma.org/en/icma/knowledge_network/documents/kn/Document/12083/Olathe_Municipal_Services_Quarterly_Customer_Satisfaction_Survey

This is a survey administered to several cities nationwide. It asks a variety of questions to determine customer satisfaction. This also includes the results of the survey for Dover, Delaware:
http://icma.org/en/icma/knowledge_network/documents/kn/Document/302432/The_National_Citizen_Survey_City_of_Dover_DE

This is a presentation on communication with the community. It includes a helpful section on surveys:
http://icma.org/en/icma/knowledge_network/documents/kn/Document/7357/Tools_for_Communication_Marketing_Surveys_and_Outreach

I hope this helps you get started on a city-wide survey.

Gabriel Brehm
Knowledge Network Intern
ICMA

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