We continue to see a decrease in customer trust and feedback, especially in the government space. I'm curious to learn how other organizations approach community engagement surveys. How often do you conduct them, what sample sizes do you typically aim for vs the size of your community, and what types of questions or themes do you focus on? I'm especially interested in understanding how you balance getting meaningful feedback with avoiding survey fatigue. We seem to be surveying our residents more than other local municipalities, and I don’t know if we are gaining any value fromt that.

@KelliPolksorry for a late response to your question.There is no simple answer to this one, whilst I don’t work in government - survey fatigue is definitely a thing, and not just your surveys - but a combination of all the other surveys out there as well.With questions like this, I like to flip it and explore what actions have been taken on the feedback you obtained? The frequency of survey/value - is really only as useful as how quickly you can act. Are you implementing substantial changes every month/quarter to warrant measuring it this quickly?Sample sizes, also depends on what decisions you are making and how statistically significant you need those changes in feedback to be. Are you tracking a #, or just seeking to get feedback/comments - the later is extremely valuable even when the sample is low IMO.I’d try having workshops internally first, work out what people have found useful (ask them how they used the data, what decisions did it drive) and then see what do they really want to know about customers, then before you ask the customer - ask them questions to stress test it, if customers rated this low, or said X - what would you do about it..I’ve always found this very valuable, as people like the idea of surveys - but knowing how to use it, is another story, if you work that out - you can then frame up a much more useful program.

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