National Citizen Survey



Sandy Springs Ranks High in National Customer Service Satisfaction Survey

Eighty-three percent of Sandy Springs residents rated their quality of life “excellent” or “good” in The National Citizen Survey™ (NCS), which was conducted in Sandy Springs during the last part of 2010. Sandy Springs’ ambulance service ranked number one out of 47comparable cities in the survey. NCS is a collaboration between the National Research Center, Inc. and the International City/County Management Association (ICMA).

“We are thrilled that our residents value the services that are provided to them,” said Sandy Springs Mayor Eva Galambos, PhD.  “While it is wonderful to receive such positive feedback about our City’s first five years, we continue working tirelessly to provide additional top tier services and amenities.”

Some of the highlights of the results include:

  • Fire services: rated as “excellent” or “good” by 94 percent of respondents (#2 of 50 comparable cities*);

  • Police services: rated as “excellent” or “good” by 89 percent of respondents (#3 of 56 comparable cities*);

  • Overall Direction of the City: rated as “excellent” or “good” by 76 percent of respondents (#3 of 41 comparable cities*);

  • Economic Sustainability: Sandy Springs rated as an “excellent” or “good” place to work by 90 percent of respondents  (#6 of 41 comparable cities*);

  • City Employees: 79 percent of respondents rated their overall impression of City employees as either “excellent” or “good” (#6 of 53 comparable cities*);

  • Cleanliness of Sandy Springs: rated as “excellent” or “good” by 75 percent of respondents (#8 of 27 comparable cities*); and

  • Public Trust: Overall image of Sandy Springs rated as “excellent” or “good” by 75 percent of respondents (#9 of 35 comparable cities*).

Questionnaires were sent to a random sample of 1,800 Sandy Springs households, asking for feedback on the quality and usefulness of City services. A total of 313 surveys (19 percent) were returned for analysis by the National Research Center.

“The importance of the feedback we received from residents validates the direction the City is moving, and it is important we identify what is vital to our citizen customers,” said Sandy Springs City Manager John McDonough.

* Comparable cities are those with populations of 70,000 – 150,000 that have participated in The National Citizen Survey™.


National Citizen Survey Frequently Asked Questions

Some Sandy Springs’ residents have received the National Citizen Survey. Here are some answers to questions frequently asked about the program:

  • How did you get my address?

    Your address was sampled at random from a list of all addresses from the post office. This is a standard service offered by the post office. It is not a city government file and no household member is named in the file.

  • I live outside of the jurisdiction for which this survey was meant.

    What should I do? Please complete the survey. Even though you may live outside the boundaries, you may use our services or participate in community activities and we want your opinions.

  • I received your survey, and while I own the property that it was sent to, I don’t live there. What should I do?

    The resident of the property should complete the survey.

  • What is the purpose of requesting the person who most recently had a birthday complete the survey?

    We have randomly selected households within our jurisdiction to receive the survey. We would also like to choose in an unbiased way a person within each household to complete the survey. This way we ensure the results are representative of our community as a whole. While it may seem a bit strange, using the “birthday method” is a simple way to select an adult from within each household without permitting bias in our results.

  • I am the person in my household who most recently had a birthday, but I am not very informed about the issues covered in the survey. Can I give the survey to someone else in my household who is more informed?

    We would prefer that you complete the survey. The “birthday method” described in the letter creates the most representative sample of our jurisdiction. You’ll be surprised at how much you can contribute.

  • I doubt that you are interested in my opinion, since I rarely leave my [nursing] home. Should I really complete the survey?

    Yes, the government is here to serve all residents, and it is important to us that we get feedback from a complete cross-section of our residents.

  • If I filled out the survey when I first received it, should I fill it out again now that I have received a second copy?

    No, please don’t fill it out again. Because responses are anonymous, we don’t know who already completed a survey. Since we only want one response from each person, those who already sent in a survey should not return another one. The second copy is distributed as a reminder to all people selected to be sent a survey. Thank you for completing the first survey.

  • I was not sent a survey, but I would be happy to complete one, and I think you should be interested in my opinion.

    The sample was designed to be as representative as possible of the population of our city, so by sending copies of the survey to people who request a copy, we would skew the sample and make the results less meaningful.

  • What will be done with the results?

    The city will use this feedback to improve current programs and consider new ideas.

  • Why is “Hispanic” separate from “Race”?

    We want to compare the demographic profile of those responding to the demographic profile of the municipality as presented by the Census. In order to be able to do this we asked our race and ethnicity question the same way the Census does. The census designates Hispanic as an ethnicity, not a race.