In March of 2008, Cobalt Community Research partnered with CFI Group to create the Citizen Satisfaction Survey to help local governments measure, monitor and manage satisfaction among its citizen base.
The measurement system is powered by the same methodology that drives the University of Michigan’s American Customer Satisfaction Index (ACSI), the only uniform, cross-industry measure of satisfaction available in the United States today. For over a decade, the index has been considered the “gold-standard” for customer satisfaction metrics in both the private sector and the federal government.
In 2008-2009, Cobalt surveyed Georgia citizens to create a statewide benchmarking index of community satisfaction. Based on feedback from citizens, transportation is a driving concern. When asked specifically about transportation, citizens were most dissatisfied with public transportation options. Other top priority opportunities for Georgia communities include local government management, economic health and diversity.
According to citizens, Georgia communities perform particularly well in utility services, library resources and the local fire department.
In addition to examining drivers of citizen satisfaction in Georgia communities, the study demonstrates how citizen satisfaction is strongly related to citizens’ quality of life, likelihood to recommend the community as a place to live, and likelihood to remain in the community. Thus, citizen satisfaction is a critical measurement for local government leaders to track and manage against in order to effect positive change and ensure community growth.