Thumbs up in community satisfaction survey results

The 2019 Community Satisfaction Survey results are in and reveal some positive news for Maroondah.

The Community Satisfaction Survey was conducted by phone throughout February and March, and involved a total of 400 Maroondah residents and ratepayers being randomly selected to provide their feedback. Indexed scores are measured out of 100.

Maroondah Mayor Councillor Rob Steane said the survey was an important measurement tool in gauging Council’s progress towards goals outlined in Maroondah 2040: Our future together and the Council Plan 2017-2021.

“This survey represents one tool used by Council in collating important community feedback to ensure its activities are well targeted, performing efficiently and are relevant to the community,” Cr Steane said.

“The 2019 survey results are pleasing, with the community rating Maroondah’s overall performance at a level significantly higher than the state-wide average, and significantly higher when measured against other metropolitan councils

“The survey is an interesting benchmarking exercise, as our performance is also compared with other metropolitan Councils, such as Banyule, Bayside, Boroondara, Knox, Manningham, Stonnington and Whitehorse,” he said.

Council’s overall rating improved slightly on last year’s results, with 7 in 10 (68 per cent) residents rating Council’s overall performance as ‘very good’ or good’. Only four per cent of respondents indicated they believed Council’s performance needed improving, while 27 per cent thought it had stayed the same.

“The community’s overall performance rating of Council increased by two points from last year to 69 and is nine points above the state average,” Cr Steane said.

The survey was conducted by independent market research firm, JWS Research, on behalf of the Department of Environment, Land, Water and Planning, with survey respondents asked to provide their views on Council’s performance over the past 12 months.

“These latest survey results show community satisfaction across all seven core measures (overall performance, community consultation, advocacy, making community decisions, sealed local roads, customer service and overall council direction) increased over the past 12 months,” Cr Steane said.

High-performing areas included recreational facilities, art centres and libraries, waste management, appearance of public areas and advocacy. 

“The results indicate that Council’s main strength is contact with our community. Of the respondents who had direct dealings with Council during the past 12 months, four in five residents rate our customer service as ‘very good’ (41 per cent) or ‘good’ (41 per cent), while only four per cent rate customer service as ‘very poor’ or ‘poor’. A further 12 per cent gave an ‘average’ rating,’ Cr Steane added.

“Council’s overall performance and customer service rating are now at their highest levels since tracking began in 2012.

“These latest results provide important and invaluable insight as to how well residents feel Maroondah City Council is performing in areas such as community consultation and engagement, customer service, lobbying on behalf of the community, overall direction and performance.

“Council thanks those community members who gave their time to participate in the 2019 Community Satisfaction Survey. These results provide strong evidence that Council’s service delivery is highly valued and effective.

“This important feedback provides direction and focus on what matters to our residents and inspires us to build an even higher-functioning organisation that delivers to the Maroondah community,” Cr Steane said.

View the full survey report see