NPS of Residents
The Net Promoter Score (NPS) measures how likely residents are to recommend their city to others. We are working on collecting and publishing this data.
What is NPS?
The Net Promoter Score is a widely-used metric for measuring customer (or resident) satisfaction and loyalty. Respondents are asked: "On a scale of 0-10, how likely are you to recommend [city] to a friend or colleague?"
Scores range from -100 to +100. A score above 0 is generally considered good; above 50 is excellent.
Why does it matter?
NPS provides a direct measure of resident sentiment that goes beyond hard data like crime rates and budget figures. It captures how residents actually feel about living in Santa Monica.
Tracking NPS over time helps identify whether city policies and investments are translating into real improvements in resident quality of life.
How will we collect this data?
We plan to collect resident satisfaction data through periodic surveys, public feedback mechanisms, and integration with existing city communication channels.
Once we have a sufficient sample size, we will publish the NPS score on the dashboard alongside the other health metrics.