Customer Satisfaction

Presently, the DPCD’s customer satisfaction survey results are the only KPI measures available about Council’s performance. They are qualitative measures obtained by telephony call centre agents interviewing selected ratepayers. Responses are analysed and used to gauge the communities’ views on council performance across a range of areas.  Reports are generally distributed to participating councils by June each year

This year (2013) 29,501 telephone interviews were conducted with residents in 71 Victorian councils between February and March, averaging about 400+ interviews per council.

Extract from Local Government in Victoria report:

The results in Chart 1 are based on annual surveys of some 350 people in each local government area. The scale uses a centre point of 60 – a result above this level indicates that the number of people happy (or very happy) with their council’s performance is greater than the number dissatisfied.

As with any survey of this size, there can be some minor movements up or down each year, and it can be difficult to immediately identify trends. The 2010 data confi rms trends over the past three years, with slight falls in both overall satisfaction and for advocacy, albeit starting from above average ratings. The ratings for engagement showed improvement in the early 2000s, and have been stable about the average rating for the last four years.
Community Views – A key point about these movements is that, like many other measures, they vary between councils. The average of the overall satisfaction rating with council performance peaked in 2007, and has since fallen by 1.4 points. However, it still remains at an above average rating. Across the seventy eight councils taking part in the survey:

  • seven councils had major falls in satisfaction, dropping by – 6 points or more;
  • twelve fell by – 4 or -5 points;
  • another twenty councils had marginal falls, by – 2 or – 3 points;
  • twenty three councils saw little movement in their ratings, with changes between – 1 and +1 point; and
  • only sixteen councils enjoyed increased satisfaction, of 2 or more points.

The most important aspects of local government influencing communitysatisfaction were:

  • Town planning, policy and approval;
  • Economic development;
  • Local roads and footpaths;
  • Recreational facilities; and
  • Appearance of public areas.
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