Citizen survey helps provides feedback on local governments.

When residents rate their local governments, length of residency and work location are important factors in determining satisfaction. According to the 2009 National Baseline Study of the Cobalt Citizen Satisfaction Survey people who have lived in the community for fewer than 5 years were most satisfied with their local government, giving it an average 58 points on a 100-point scale, the American Customer Satisfaction Index. The index measures components including: the trustworthiness of leaders, if the government is well managed, whether government employees are well trained, effective communication to the citizens, and if money is wisely spent. People who had lived in the community for more than 6 years were marginally less satisfied, giving their local government 54 points. The average score was 55.1.

People who were not currently employed and those who worked outside the community were more satisfied with the government, giving it 55 points, compared with people who worked in the community where they lived. Those people gave their local government an average score of 53.

Breaking out individual community components, citizens gave the highest ratings to the local fire department (78), library resources (77), and utility services (76). The lowest score, 48, went to the economic health of the community--not surprisingly given the current economic climate. Other low-scoring categories were diversity (52), transportation (56), and local government administration (56).

Regarding issues relating to the local economy respondents indicated that they are most dissatisfied with the quality of jobs. When asked to rate three areas regarding the local economy, respondents gave the quality of jobs the lowest score (42)--6 points lower than the availability of affordable housing and 9 points lower than the cost of living.

Respondents listed local government administration, economic health, public schools, community events, and transportation as "top priority" areas for improving citizen satisfaction. Survey results indicate that community leadership falls short in these areas, and this is where governments should focus their resources, to achieve the greatest impact.

The study indicates a practical relationship between citizen satisfaction and community well being. Satisfaction is a key performance measure for local leaders; according to the survey it is associated with behaviors such as remaining in the community recommending the community to others, volunteering, supporting the current administration, and encouraging business startups.

Cobalt Community Research is a nonprofit group that provides research and educational tools for local governments. The survey results are available at http://www.cobaltcommunityresearch.org.