SHINGLER, John <br/><br/>
The importance of subjective data for public agency performance evaluation 

 - Hoboken :  Wiley-Blackwell,  nov./dez. 2008 
<br/><br/> Evaluations of public agency performance is typically rooted in objective performance measurements. However, some researchers contend that evaluation is not complete if the perceptions of an agency's client are overlooked. This essay supports combining subjective client insight with objective data in the evaluation process. Survey results and internal performance data are applied from a state agency to investigate citizen disputes with utility companies. Regression analyses present metrics for demonstrating that sbjective data provides invaluable information for evaluation agency performance.