Conducting an Effective Citizen Survey   [open pdf - 4MB]

"The problem was that the district desired to solicit public input into a comprehensive plan review process. The purpose of this research project was to develop an effective citizen survey which could collect the opinions of a randomly selected group on specific topics. This study used a descriptive research methodology. The research questions were: 1. Can the district effectively utilize a customer service survey to validate customer satisfaction? 2. Can a survey be developed which will demonstrate the public's willingness to support potential future capital improvement issues? 3. Can a customer service survey be utilized to inform the public about selected services offered through the fire district? The procedure involved the creation of a citizen survey with subsequent analysis of the data. Surveys were developed and sent to 500 randomly selected registered voters. One hundred sixty-seven responses were received within a two-week time frame. Surveys were tallied and entered into a database. A Chi Square analysis was performed to determine if the responses on certain questions may have been affected by demographic makeup. The results of the survey indicated 72% of the respondents rated the overall quality of service as excellent, with an additional 21% rating the quality as good. Seventy-one percent of the respondents indicated they were willing to pay for decreased response times in the form of apparatus purchases and facilities upgrades through a capital improvement issue."

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United States. Federal Emergency Management Agency, Learning Resource Center: http://www.lrc.fema.gov/
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