The role of survey research in the benchmarking process

As more state and local governments and agencies embrace strategic planning as a means of cost control, accountability, and goal achievement, the process of benchmarking has become increasingly important. This article examines the role survey research can play in the benchmarking process. The authors focus on some of the considerations and controversies involved in this process, including questionnaire design (What types of questions should be included?), population definition (Who should be included and how can these individuals be identified?), sampling procedures (What methods of sampling should be employed to ensure that the data are representative of the population of interest?), data collection methods (Should surveys be conducted via mail, face-to-face, or telephone?), and data analysis (How can the survey data help state and local officials evaluate their service delivery?)