With client satisfaction scores, RHIP (rank has its privileges)

An audit review of Austin, Texas’ Law Department conducted a client satisfaction survey. [http://www.ci.austin.tx.us/auditor] The analysis stratified the respondents into those who reported directly to the City Council and those who reported to the City Manager.

The City Attorney reports to the City Manager, and in the two measures of satisfaction – regarding timeliness and whether services meet needs – those reporting to the City Manager were more satisfied. City Council clients reported dissatisfaction on timeliness five times more likely and three times more likely on services meeting needs.

With data from 55 City Council reporting respondents and 274 City Manager reports, the conclusion is clear: the Law Department worked harder to please the clients who report to their boss.