Community satisfaction survey

An independent consultant carries out a Community Survey for us every two years.

The results from the community survey provide us with valuable information to help shape our services.

Find out about our upcoming community survey in April 2023, plus see a snapshot of results from the 2020 survey.

Who will be carrying out the community survey?

In late April 2023, an independent consultant, Micromex Research, will be conducting our Community Survey. 

Around 400 residents are randomly chosen to provide their views about: 

  • What issues are important to you.
  • How satisfied you are with Council.  

If you have the opportunity to take part in the survey, we appreciate you sharing your views.

Questions about the community survey?

Please contact Shannon McKelvey, Executive Officer 


Snapshot of the 2020 Community Survey results

View the 2020 Community Survey Report.(PDF, 1MB)

In 2020, satisfaction with Council improved across all main measures, with the 2020 results, compared with 2018 results, shown in the following table:

Measures  2020 Results  2018 Results 

Overall satisfaction with Council 

(this is scored out of a range of 1 to 5, with 1 being very unsatisfied to 5 being very satisfied)

3.09  2.76

Percentage of residents 'somewhat satisfied' to 'very satisfied' with Council 

(this is the percentage of residents giving Council a score of 3 out of 5 or higher) 

78%  64% 
Number of services where satisfaction levels increased  37 out of 39 service areas   19 out of 39 service areas 

Satisfaction with customer service provided by Council

(this is scored out of a range of 1 to 5, with 1 being very unsatisfied to 5 being very satisfied)

3.52 3.26 
Percentage of residents 'somewhat satisfied' to 'very satisfied' with the customer service they received from Council  73% 68% 
Percentage of residents who had their customer request resolved during their first contact with Council 42% 38% 

Priority issues and summary results from the 2020 survey

The highest priority issues for residents in 2020 were:  

  1. Condition and maintenance of roads – 18% of residents listed in top two priorities.
  2. Affordability/availability of housing and land – 16% of residents listed in top two priorities.
  3. Managing development – 11% of residents listed in top two priorities.

The three most important services for residents were: 

  • Local Roads
  • Planning for the Future 
  • Recycling Services

The three services residents were most satisfied with were: 

  • Libraries  
  • Water Supply
  • Garbage Collection

The three services residents were least satisfied with were: 

  • Local Roads
  • Affordable Housing (a service provided by NSW State Government)
  • Public Transport (a service provided by NSW State Government).

Summary of results

It can take time for Council decisions to start to return results and there is often an interval, sometimes years, between decisions being made and positive outcomes being seen ‘on the ground’ by residents.

One example is the past Council decisions and projects to generate revenue that are now enabling record investment in roads, culverts and bridges.

Another example was the decision to invest in upgrading Council’s website that created the current capability for increased communication and engagement, another area residents are now more satisfied with.

Overall, the 2020 results are positive but there is always room for improvement and, based on the results, Council will continue to focus on a number of key areas including:

  1. Local roads and infrastructure and management of development.
  2. Council leadership and future planning, with a focus on keeping community informed and involved.
  3. Housing affordability, which is a State Government responsibility but because of its importance to our community, it remains an area where Council will look to innovate and strongly lobby for improved outcomes in the Shire.