CRPP client Coral Springs, Florida became the first municipality in the nation to receive the Malcolm Baldrige National Quality Award. In years prior, the Award was only available to businesses that documented years of excellence in service.
CRPP has worked with Coral Springs since 2005 to conduct the city’s annual resident and business satisfaction surveys. The surveys include questions surrounding constituent satisfaction, reasons for selecting Coral Springs, issues of concern, degree expectations are met, measurement of satisfaction/loyalty/advocacy, service use and ratings, and met/unmet/under-met needs. Results, and the city’s aggressive response to them, contributed significantly to the successful award application.
CRPP provided logit modeling which enabled the city to see key drivers to and independent predictors for satisfaction among residents and business leaders. The analysis helped city officials quickly respond to areas of lower satisfaction levels and meet unmet or under-met needs.
According to Chris Heflin, former Organizational Development Coordinator for the city, "The proposal presented by the Center for Research & Public Policy seemed too good to be true in terms of the quality and level of service offered for the price. They were selected and delivered on all bases. I can enthusiastically recommend the Center for Research & Public Policy to any municipal government embarking on a survey project that requires integrity, timeliness and articulate presentation of the results."
CRPP has worked with over 200 municipalities nation-wide including Austin TX, New York City, Houston TX, Hartford CT, Miami Beach FL, Ludlow VT, Battle Creek MI, Pinehurst NC, Jackson MS, Newport RI, Holyoke MA, and Alexandria VA.