Community Satisfaction Survey

The annual Householder Customer Satisfaction Survey provides a valuable avenue to engage with the community and better understand their 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.

Satisfaction with overall performance of Melton City Council increased by 9.3% which returned Councils performance to trend in 2018.  Overall, satisfaction with Melton City Council performance is at its highest since annual household surveying commenced in 2014.  

Household Customer Satisfaction Survey results revealed the following top three areas for our community:

  • Perceptions of Safety in public areas—continues to be among the top three areas raised by 19.8% of City of Melton residents surveyed, however improved form the palpable 31.8% in 2017
  • Community Connectivity — social cohesion and being connected both physically and socially rated strongly, returning a result of 7.57 out of ten. This was a very positive result that reflects the very diverse nature of the City of Melton community.
  • Communication and consultation — were the most common areas identified as to how Council could continue to improve its performance.

For the first time 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. 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. 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.  

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 Michelle Rowe, Social Planning Officer on 9747 7200.


2017 Metropolis Household Survey Overview Report(PDF, 1MB)

2018 Community Satisfaction Survey Overview report(PDF, 2MB)