Abstract
A considerable amount of literature has been published on increasing citizens’ satisfaction through satisfaction surveys. However, we know little about how to find the optimal design for a citizen satisfaction survey. Borrowing insights from dual-process theory, the study examines the effects of citizen satisfaction survey design on respondents’ effort and reported satisfaction. A fully randomized 2 × 3 between-subjects factorial experiment revealed a positive relationship between the number of anchors and the cognitive effort, while the effect of survey length is negative. Additionally, an increasing number of anchors will decrease the cognitive bias of participants. This study underscores the critical role of dual-process theory in understanding citizens’ evaluations and offers practical implications for survey design.
Published Version
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