Community Satisfaction Survey
2020 Customer Satisfaction Survey
This year the Household Customer Satisfaction Survey will be conducted via Telephone
Every year Council conducts a household customer satisfaction survey which is normally door-to-door and involves surveying 800 households across the municipality.
This year we will be conducting the survey via telephone. This is not an automated interview. Metropolis Research will be conducting the survey on behalf of Council and will introduce themselves and invite participation, prior to going through the approved survey template.
The information collected via this survey is important, as it not only helps us to meet our State regulated reporting obligations it provides a valuable avenue for Council to better understand community needs, motivations and levels of satisfaction across a broad range of services, performance measures and issues.
Please note: The 2020 Household Customer Satisfaction Survey is scheduled during May 2020.
For further information about the Survey please contact our Social Planning Team on 9747 7200.
2019 Customer Satisfaction Survey results
2019 results
The annual Household Satisfaction Survey provides a valuable avenue for Council to better understand community needs, motivations and levels of satisfaction across a broad range of services, performance measures and issues. In total 800 households in the City of Melton are surveyed each year.
Download the 2019 Community Satisfaction Survey Overview Report(PDF, 3MB)
Satisfaction with overall performance of Melton City Council declined by 3.5% this year (from an unusually high increase experienced in 2018 of 9.3%), which returned Councils performance to trend in 2019. Overall, satisfaction with Melton City Council performance has remained high, since annual household surveying commenced in 2014.
Household Satisfaction Survey results revealed the following top issues for our community:
- Traffic Management – Overtaking ‘safety in public areas’ as the number one issue for the City of Melton this year, traffic management remained the key issue for 25.4% of the community in 2019 (up marginally from 25% in 2019).
- Perceptions of Safety in public areas—continues to be among the top and prominent areas raised by 11.2 % of City of Melton residents surveyed, however improved from 19.8% in 2018 and 31.8% in 2017
Parks, gardens and open space (9.2%), Road maintenance and repairs (8.5%) Parking (8%) and Street Trees (6.1%) were also strongly identified issues for community this year.
In 2018 the survey included questions in relation to the perceived prevalence of family violence and levels of agreement with statements in the area of gender equity and gender roles for the first time. These questions mirrored those included in the Victorian State Governments population health survey. Although it would be consistent with both State Government and Melton City Council Policies that the community be encouraged to disagree with these statements, only two thirds of the respondents disagreed. In 2018, a significant proportion of the respondents (nearly 30%) expressed views that were at odds with contemporary social standards around family violence and gender equity, which was a disconcerting early result. This year saw these results improve somewhat, albeit with around 10% of community maintaining inconsistent views.
These Survey results support Council's commitment to community engagement and evidence informed decision making. The results are considered in Council's immediate and longer term advocacy efforts, budget processes and further enhance planning and service delivery.
For further information about this year’s Survey please contact our Social Planning Team on 9747 7200.