Case Study

City of Upper Arlington, Measure of Public Opinion

The Context

A prestigious Central Ohio municipality, the City of Upper Arlington takes great pride in the services and amenities it provides to residents. To better serve its residents, the City needed valid and reliable measures of public opinion regarding both its past performance and future trajectory.

The Critical Question

To what extent are residents satisfied with the services and amenities provided by the City? And what is public opinion regarding important policy issues under consideration by City government?

Our Solution

Our researchers used both qualitative and quantitative research techniques. We organized and facilitated a focus group discussion with residents, which helped us confirm that the questions planned for an upcoming survey were worded clearly and were comprehensive. We then designed and administered the City’s 2017 Community Survey, clearly analyzing and reporting the results to members of City government.


After a careful analysis of the results from these group sessions, we identified multiple areas of celebration and improvement – City services that were heralded by residents and other services that perhaps could use more attention. We also identified public opinion regarding a number of policy issues under consideration by the City government, which will be helpful in future planning efforts.


This research is being used by the City as it evaluates the services and amenities it provides to residents, and to guide how it communicates these communal benefits to residents.