Newcastle to Conduct Community Satisfaction Survey
Posted on 10/08/2019

Newcastle will conduct a Community Satisfaction and Priorities Survey this October to find out more about how residents think the City is doing and where it should focus its efforts. The survey, administered by the nationally recognized ETC Institute, will provide City leaders with statistically valid data to use in making decisions.

“The purpose of the survey is to gather feedback on City programs and services,” said Newcastle City Manager Rob Wyman. “It will be a valuable tool used to measure the progress of Council priorities and help plan for the future. Actively engaging citizens will help identify areas where we can improve. The citizen survey will be a regular effort to measure the success of programs and initiatives. I look forward to the citizens’ feedback.”

Citizen input is essential to effective government and will be vital for future planning and development purposes. “We value our citizen partnerships and look forward to the feedback residents will share with us,” Wyman said. “The residents’ overall satisfaction with the City and their opinions on customer service and programs is critical to our ongoing progress.”

The survey is not open to everyone, but only to a random sample of households. This helps ensure statistically valid results. ETC will mail the survey and a City-approved project description letter to selected households. This letter will offer residents the opportunity to respond by going online and taking the survey, or by mailing survey responses to ETC in a postage-paid return envelope. Residents with special needs may also call ETC to take the survey by telephone.

About seven to 10 days after the surveys are mailed, ETC will follow-up with households that received them via e-mail and/or phone; the firm’s goal is to achieve a minimum of 400 completed surveys. A sample of 400 will provide results that have a margin of error of ± 4.9 percent at the 95 percent level of confidence. ETC Institute consultants will monitor the distribution of the sample to ensure that it reasonably reflects the demographic composition of the City with regard to age, geographic dispersion, gender, race/ethnicity and other factors.

ETC estimates that survey findings will be submitted to the City in late October and presented to the City Council in November. ETC will provide a report containing not only the results, but useful recommendations based on the data.

Established in 1982, ETC Institute is a Kansas-based company that has administered surveys in more than 700 cities and counties nationwide throughout the previous five years. The firm is a national leader in market research for local governmental organizations and, since its founding, has completed research projects for clients in 49 states, including surveys, focus groups and stakeholder meetings.

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