Consider the police department, one of six departments in Madison know as transformation department that have fully embraced the new gospel. In 1987, it began mailing a survey to every 50th person it encountered, whether a victim of crime, a witness, a complainant, or a criminal. (it is now up to every 35th person.) Every mount, more than 200 people receive the survey, which comes with a postage-paid, self-addressed on seven factor: concern, helpfulness, knowledge , quality of service; professional conduct; how well they solved the problem; and whether they put the person at ease. They can rate an officer “excellent,” “good,” “fair,” “poor,” or “very poor,” an open –ended question asks: “how can we improve the quality of our service in the future?”