Monthly Archives: May 2011

Order effects in citizen satisfaction surveys

In an article with Gregg Van Ryzin, now available online on the Public Administration website, we present evidence from a split-ballot experiment suggesting that the order of questions in a citizen survey has important effects on reported satisfaction with specific public services as well as overall citizen satisfaction. Moreover, the correlations of specific service ratings with overall satisfaction, and thus the identification of key drivers of overall satisfaction, also turn out to be highly sensitive to question order.