Please note: this is an archived news article release
This article was published on Thursday, 31 January, 2019. The information contained within may be out of date or inaccurate. News articles and media releases older than 60 days are archived for future reference.
Posted on Thursday 31st of January, 2019,
Greater Shepparton City Council has released the results of the Community Satisfaction Survey 2018/2019 Quarter 2 which shows the increase in overall satisfaction with Council compared to previous years has continued.
Since 2016 Greater Shepparton City Council has seen a significant increase in performance on all core measures including Overall Direction (up 21 points), Overall Performance (up 15 points), Making Community Decisions (up 9 points), Customer Service (up 13 points), and Sealed Local Roads (up 17 points since 2017).
Other areas such as Advocacy, the Transfer Station, Arts and Cultural Activities, Trust and Financial Management are all higher.
The main objectives of the survey are to assess the performance of Greater Shepparton City Council across a range of measures and to seek insight into ways to provide improved or more effective service delivery. The survey measures how the community believes Council is performing on a range of measures set by Local Government Victoria (LGV). The survey also provides councils with a means to fulfil some of their statutory reporting requirements as well as acting as a feedback mechanism to LGV.
Greater Shepparton City Council engaged Thinkfield to conduct the Community Satisfaction Survey. Thinkfield used Computer Assisted Telephone Interviewing (CATI) as a representative random probability survey of residents aged 18+ years in the Greater Shepparton municipality. They also conducted face to face interviews in the CBD in mid-December last year.
Two hundred Greater Shepparton residents completed interviews with the survey fieldwork being conducted in December 2018. This financial year the number of interviews to be completed increased to 800 (200 per quarter) from 500 (125 per quarter) in 2017 allowing for more accurate results.
Greater Shepparton City Council Director Corporate Services, Chris Teitzel, said the results of the survey are very pleasing. “The most impressive result is an increase in Overall Council Direction of 21 points in the past two years,” he said. “We have also seen an increase of 13 points in Customer Service and 15 points improvement with Overall Performance.”
“I think we are seeing a more accurate picture of community sentiment with this survey. Previous years’ surveys interviewed a total of 400 residents once a year but moving to quarterly surveys and interviewing more residents has provided a much more realistic result,” he said. “There are still improvements to be made and we encourage residents to provide their feedback if they are asked to participate next time.”
“We will continue to survey residents quarterly and release the results quarterly so that councillors and the community can see how we are tracking.”
The next survey for the third quarter will commence on 1 March 2019.
Survey Results
2019 Quarter 2
2018
2017
2016
2015
2014
2013
2012
Overall Performance
64
62
52
49
57
58
51
55
Community Consultation
57
57
53
51
58
59
55
56
Advocacy
61
59
51
49
56
62
54
55
Making Community Decisions
58
54
49
46
56
56
0
0
Customer Service
73
71
66
60
69
72
70
68
Sealed Local Roads
57
55
40
48
49
0
0
0
Overall Council Direction
65
64
53
44
54
59
51
51
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