Annual Customer Satisfaction Survey
Each year Yarra City Council conducts an extensive survey of 800+ households to gauge importance and satisfaction levels with a range of Council services and to determine emerging issues and priorities.
The latest Annual Customer Satisfaction Survey (ACSS) was conducted over weekends in September and October of 2015, gathering responses from 802 randomly selected households across the 10 Yarra precincts. Metropolis Research Pty Ltd was commissioned by Yarra City Council to undertake its seventh annual survey. Council uses the survey results to review service delivery to best meet the needs of the community.
Council Services with the highest satisfaction score (Figure 1) and services that were most improved in 2015 (Figure 2) are presented in the graphs below. Scores are provided by survey respondents on a scale of 0 (low) to 10 (high) and averaged to provide reported results.
Figure 1: The top 5 performing services in 2015 according to Yarra households
Figure 2: The top 5 most improved service areas according to Yarra households
Snapshot of 2015 Results
- The average satisfaction with the 27 services and facilities is 7.70, similar to last year, and categorised as “very good”. 14 of Council’s services rated higher than 7.75, which is considered as “excellent”, 8 were rated as “very good”, 4 were rated as “good” and one, parking enforcement, was rated as “solid”.
- Average satisfaction across the services and facilities is marginally higher than both the IMAP region (7.46) and metropolitan Melbourne (7.36).
- Satisfaction with Council’s Overall Performance in Governance and Leadership increased 5.5% in 2015, from 6.78 to 7.15. This is the largest increase in satisfaction with overall performance recorded for the City of Yarra, and is the highest level of satisfaction recorded over the seven years of the City of Yarra - Annual Customer Satisfaction Survey.
- The top 5 Current issues for Council in 2015 are Car parking (nominated by 18% of respondents), Building, housing, planning and development (15%), Traffic management (14%), Parks, gardens and open space (9%), and Provision and maintenance of cycling/walking tracks (8.4%). Both Car parking (nominated by 26% in 2014) and Traffic management (16.5% in 2014) decreased in 2015, with Building, housing, planning and development increasing (from 12%) this year.
- Improvements observed by respondents in the local area in the last two years are Parks, gardens and open space (10%), Bike/walking tracks and facilities (6%) and Street trees maintenance and provision (5%).
- Preferred improvements to the local area are Parking (8.2%), Bike tracks, facilities and infrastructure (8.2%), Traffic management (7.6%), Parks, gardens and open space (7.6%) and Building, housing, planning and development (5.1%).
- Yarra households rated Council’s Customer Service very positively at 8.15; this is 5% higher than in 2014 and categorised as “excellent”. The result is notably higher than both the metropolitan Melbourne (7.69) and IMAP region (7.52) averages for 2015.
*The IMAP region is comprised of Melbourne’s inner local government areas: Yarra, Stonnington, Melbourne, Port Phillip and Maribyrnong.
Annual Customer Satisfaction Survey Report 2015 (990.87 KB)
For more information please get in touch with Coordinator Social Policy, Malcolm McCall 9205 5555
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