Community survey

Overview

Council engages an independent consultant to conduct a Community Survey every two years.

Around 400 residents are randomly chosen to provide their views about how important a broad range of services are and how satisfied they are with them. Participants are also asked to identify pressing issues and provide feedback on their experiences with contacting Council.

The survey is random and representative so it provides valuable information to Council about resident's levels of satisfaction with key services and what is changing over time.

2020 Snapshot

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% 

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, driving increased satisfaction.

Another example was the decision to invest in upgrading Council’s website that created the current capability for increased communication and engagement, which is 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.

Priority Issues

The highest priority issues for residents in 2020 are:   

  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 over development/developments – 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)

Research objectives

Council does this research to:

  • Get a representative snapshot, at a point in time, about residents levels of satisfaction with Councils performance
  • Use that to better understand residents’ views about the levels of importance of different services
  • Identify opportunities for improvement
  • Report to the community
  • Support Council's advocacy efforts and lobby NSW State Government for improved services for residents of the Shire
  • Support grant applications.

A research company independently conducts this research and reports on results.