Positive results in the 2019/20 Community Satisfaction Survey

Greater Shepparton City Council’s Local Government Community Satisfaction Survey 2019/20 has shown the joint-highest Overall Satisfaction rating since records began in 2012, with 72 per cent of residents satisfied with the performance of Council, resulting in an index score of 62.

Residents were offered a chance to provide their feedback and opinions on the performance of Council via the survey, which was conducted quarterly in September 2019, December 2019, March 2020 and June 2020.

In Community Consultation, Council registered a satisfaction index score of 54, giving Council a score three points higher than the regional centre average (51).

Council also scored well in Advocacy with an index score of 54, which was two points higher than the regional centre average and one point higher than the state-wide average. Greater Shepparton residents are also happy with the Customer Service provided by Council, with a higher index score of 72.

Sealed Local Roads, with an index score of 57, was the joint-highest score Council has received since this section of the survey was introduced in 2016.  This result is two points higher than regional centres and three points higher than the state-wide average.

The overall direction of Council received an index rating of 57, which was down three points on last year, but six points above the state-wide average. Making Community Decisions was also down from 2019, with an index score of 52. Events and Festivals (73) and Playgrounds (76) registered the same index score as 2019. 

The highest index scores received on services and facilities were weekly household rubbish collection (83), sports fields (82), recycling collection (80), immunisations (80), maternal and child health (77) and the library (77).

Council continued to engage Thinkfield to conduct the Community Satisfaction Survey. Thinkfield used Computer Assisted Telephone Interviewing (CATI) as a random probability survey of residents aged 18+ years in Greater Shepparton.

Thinkfield conducted 200 interviews each quarter, resulting in 800 residents providing feedback throughout the 12-month period.

The same survey conducted 800 interviews in 2018-19, 500 in 2017-18 and 400 interviews in the years prior, with additional interviews enabling more accurate results.

Greater Shepparton City Council Director Corporate Services, Chris Teitzel, said the survey is an important measure for Council to understand whether it is meeting community expectations of the services it provides.

“The survey aims to gather impressions on a number of services, facilities and activities the Council provides,” Mr Teitzel said.

“It provides insight into ways Council can improve service delivery, and all information gathered will be used to provide ongoing improvements for Greater Shepparton.”

“Council thanks everyone who took part in the survey, your feedback is extremely important in the future of our region.”

The next survey will commence on Monday 14 September 2020.

Compared to previous years

  2020 2019 2018 2017 2016 2015 2014 2013 2012
Overall Performance 62 62 62 52 49 57 58 51 55
Community Consultation 54 55 57 53 51 58 59 55 56
Advocacy 54 57 59 51 49 56 62 54 55
Making Community Decisions 52 53 54 49 46 56 56 0 0
Customer Service 72 71 71 66 60 69 72 70 68
Sealed Local Roads 57 57 55 40 48 49 0 0 0
Overall Council Direction 57 60 64 53 44 54 59 51 51

Compared to other councils

  GSCC Regional Centres State-Wide
Overall Performance 62 56 58
Community Consultation 54 51 55
Advocacy 54 52 53
Making Community Decisions 52 50 53
Customer Service 72 70 70
Sealed Local Roads 57 55 54
Overall Council Direction 57 50 51

 

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