Council receives Community Satisfaction Survey Results
Published on 24 November 2020
Federation Council is outperforming other NSW Regional Councils when it comes to customer satisfaction with Council’s staff according to its recent Community Satisfaction Survey.
From Monday, August 10, Council undertook the new independent quantitative Community Satisfaction Survey project to determine the community’s satisfaction, as well as the importance of Council’s performance across its various service areas and facilities.
A telephone survey of 400 residents, along with an online survey, was conducted by IRIS Research on behalf of Federation Council. The best performing areas were sewerage and water services, waste management and maintain the appearance of public areas.
The objectives for the Customer Satisfaction Survey process were to:
• Measure and track the performance of Council in delivering services and facilities.
• Uncover Council’s areas of improvement and priorities for the near future.
• Measure support for Council’s proposed Special Rate Variation.
• Understand community perceptions regarding liveability and Council’s customer services and communications.
Federation Council Mayor Pat Bourke said Council was pleased to receive the Community Satisfaction Survey report at the November Council meeting which highlighted many achievements in which Council and its communities should be proud of.
“The survey data has provided us with the community’s perspective on our service delivery and performance over the past two years, and is a useful insight into where we should focus efforts to improve and meet changing community expectations,” he said.
“As a new Council, it is important for us to connect with our community and understand the services and facilities they most appreciate and are most satisfied with, as well those that they may not be and would like Council to further invest in and focus on. This key survey work will now assist Council to plan towards a sustainable future, in line with community priorities and expectations.”
Other report highlights include, but are not limited to:
• More than half (52%) of Federation Council residents are satisfied overall (rating of 4 or 5) with how Federation Council has performed over the past 12 months.
• Thirty-four percent (34%) provided a neutral rating of 3. These residents present a strong opportunity to be converted into advocates of Council.
• 39 of 41 Council services and facilities achieved medium of high satisfaction ratings.
• Federation Council is succeeding in providing and maintaining high quality community facilities.
• Federation Council is outperforming other NSW Regional Councils in customer satisfaction with Council’s Staff.
• Nine in ten residents (91%) believe Federation Council is a good place to live.
• The key drivers of these high perceptions of liveability are safety, affordability and pride in the area.
• There is a strong, positive correlation between perceptions of liveability and overall satisfaction with Council. Residents that enjoy living in the area have high perceptions of the performance of Federation Council and vice versa.
Download the final and public reports from this page.