Using Citizen Satisfaction Results: A Multidimensional Priority Matrix Approach for Satisfaction Improvement

Abstract

In the last chapter, we examined several statistical techniques— including one robust and preferable method, in our estimation, known as structural equation modeling—for analyzing citizen satisfaction data. Using these techniques, we illustrated how satisfaction data, once collected, can be analyzed with the goal of creating action-oriented output, and explained the nature of this statistical output. In this chapter we take the next step and provide some practical examples using real satisfaction data and results and interpreting this data with the goal of devising strategies for improving processes and services in a manner conducive to improved citizen satisfaction. More specifically, using simple tools like the well-known “priority matrix,” we begin by examining how satisfaction data combined with these tools can aid researchers in identifying those areas that should be viewed as focal points in trying to improve citizen perceptions of government performance. We then discuss how this data can also be used to benchmark performance across agencies toward identifying governmental performance leaders and the “best practices” responsible for strong performance, again relying on actual data and results to illustrate these techniques.