The 2020 Quarter 3 Community Satisfaction Survey was conducted between 2-18 March 2020. Results showed an overall performance rating of 61, which was on par with the overall performance rating in the Quarter 2 survey.
Despite closing face-to-face meetings due to COVID-19, Council’s customer service was rated 70, which is just one point behind the results of the 2018 and 2019 Quarter 3 surveys.
Overall waste services rated 75, which is a higher score than the majority of Victorian Councils, overall roads footpaths and cycle-ways (61) and overall parks and reserves (77) rated well, and invoicing is clear and correct (76) also continued on the upward trend it has seen in recent quarters.
Lobbying on behalf of the community (52), community consultation (53) and overall value for money (53) were down on previous years.
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 Council provides,” Mr Teitzel said.
“It will provide insight into ways Council can improve service delivery, and all information gathered will be used to provide ongoing improvements for Greater Shepparton.
“Residents who receive a phone call can be assured this is a legitimate survey conducted on behalf of Greater Shepparton City Council. I would like to encourage residents to have their say on the various topics being presented.”
The Community Satisfaction Survey is conducted by Computer Assisted Telephone Interviewing (CATI) as a representative random probability survey of residents aged 18+ years in the Greater Shepparton municipality. All responses are confidential and grouped with others.
Research resource company Thinkfield will conduct the phone surveys.
