Please note: this is an archived news article release
This article was published on Thursday, 15 November, 2018. The information contained within may be out of date or inaccurate.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 15th of November, 2018,
Greater Shepparton City Council has released the results of the Community Satisfaction Survey 2018/2019 Quarter 1 which shows the increase in overall satisfaction with Council compared to previous years has been maintained.
Within the last 15 months Greater Shepparton City Council has seen an average of over an eight point increase in performance on all of core measures including Overall Performance, Community Consultation, Advocacy, Making Community Decisions, Customer Service, Sealed Local Roads and Overall Council Direction. The index scores are out of 100.
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.
This year 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.
The benefits for the surveys beings conducted by Thinkfield was that a total of 200 Greater Shepparton residents completed interviews with the survey fieldwork being conducted in September 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 but also pinpoint some areas for further improvement. “The most impressive result is an increase in Overall Council Direction of 14 points in the past 15 months,” he said. “We have also seen an increase of eight points in 15 months in Customer Service and 10 points in 15 months in Overall Performance.”
“The increase in Sealed Local Roads on 16 points since 2017 is also logical. Last year residents were dealing with the inconvenience of three major roadwork projects at once, with Welsford Street, Old Dookie Road and Verney Road all being upgraded.”
“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.
“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 second quarter will commence on 30 November 2018.
Survey Results
2018-19 Quarter 1
2018
2017
2016
2015
2014
2013
2012
Overall Performance
62
62
52
49
57
58
51
55
Community Consultation
56
57
53
51
58
59
55
56
Advocacy
57
59
51
49
56
62
54
55
Making Community Decisions
54
54
49
46
56
56
0
0
Customer Service
74
71
66
60
69
72
70
68
Sealed Local Roads
56
55
40
48
49
0
0
0
Overall Council Direction
67
64
53
44
54
59
51
51
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