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User Guide to The National Citizen SurveyT" <br />Surveys in the benchmarks are conducted with typically no fewer than 4Oo residents in each <br />jurisdiction, opinions are intended to represent over 30 million Americans. NRC innovated a method <br />for quantitatively integrating the results of surveys that are conducted by NRC with those that others <br />have conducted. The integration methods have been thoroughly described not only in the Citizen <br />Surveys book, but also in Public Administration Review and the Journal of Policy Analysis and <br />Management. Scholars who specialize in the analysis of citizen surveys regularly have relied on this <br />work.4 The method described in those publications is refined regularly and statistically tested on a <br />growing number of citizen surveys in NRC's proprietary databases. NRC's work on calculating national <br />benchmarks for resident opinions about service delivery and quality of life won the Samuel C. May <br />award for research excellence from the Western Governmental Research Association. <br />4 See, for example: Kelly, J. & Swindell, D. (2002). Service quality variation across urban space: First steps towards a model of citizen <br />satisfaction. .70urnaiof Urban Affairs, 24, 271 -288 and Van Ryzin, G., Muzzio, D., Immerwahr, S., Gulick, L. & Martinez, E. (2004). Drivers <br />and consequences of citizen satisfaction: An application of the American Customer Satisfaction Index Model to New York City, Public <br />Administration Review, 64, 331- 341. <br />13 <br />