Positive results in the 2024/2025 Community Satisfaction Survey

In summary

Council's overall community satisfaction has improved, with a score of 64, outperforming both the state-wide and regional centres’ averages.
Key areas with major improvements included waste services, such as weekly green bin (FOGO) collection and fortnightly yellow bin (recycling) collection.
Customer service, including enquiry handling and accuracy of information, also saw significant increases.
The survey results show that Greater Shepparton's overall performance is higher than both the state-wide and regional averages.

Council’s overall performance score returned to 64, matching the highest rating in recent years and outperforming both the state-wide and regional centres’ averages. Overall Council Direction also improved to 59, continuing a trend of positive community sentiment.

Mayor, Councillor Shane Sali, said the results were encouraging and reflected Council’s ongoing commitment to service delivery.

“It’s pleasing to see improvements across so many areas, particularly in waste services and Customer Service,” he said.

“The weekly green bin collection saw a 10-point increase, and Customer Service indicators such as enquiry handling and accuracy of information also rose significantly.”

A total of 43 indicators improved in 2024/2025, with only seven showing a slight decline. The largest improvements included:

Weekly green bin (FOGO) collection: up 10 points to 76
Fortnightly yellow bin (recycling) collection: up 7 points to 75
Customer Service – enquiry handling: up 7 points to 65
Overall waste services: up 6 points to 67

While some areas such as public toilets and streetscapes saw minor decreases, most declines were by just one or two points.

Cr Sali said the results also highlighted Greater Shepparton’s strong performance compared to other Victorian councils.

“Our overall performance is 11 points higher than the state-wide average and 10 points above other regional centres,” he said.

“This is particularly notable given the broader trend of declining satisfaction across the state.”

The survey, conducted by Thinkfield, included 600 responses collected over three quarters due to the Council election period. Feedback was gathered via telephone and face-to-face interviews, providing valuable insights into community priorities.

Key themes from the community included:

Leadership and reputation: Positive views on Council leadership, community engagement and event organisation
Roads and infrastructure: Concerns about potholes, especially on Echuca Road (managed by Transport Victoria)
Suggestions for improvement: Increase community consultation, road maintenance, and review of bin schedules

Cr Sali said the feedback will help shape future planning and service delivery.

“We are grateful to everyone who participated. Their input helps us understand where we are meeting expectations and where we can do better,” he said.