Community Satisfaction Survey

Council has commissioned a Community Satisfaction Survey annually since 2014/15. 

The 2021 Household Community Satisfaction Survey  

Since 2015, every year Council conducts a household customer satisfaction survey, known as the Metropolis Survey. This is normally a door-to-door survey and involves surveying 800 households across the municipality.

In 2020 and 2021, due to the COVID environment, the Survey was conducted via telephone in June and July and involved 800 households.

The 2021 Survey results(PDF, 4MB) indicate that Council is performing well and in line with the metropolitan Melbourne and growth area councils’ averages.

The average satisfaction with the 38 included Council services and facilities was 7.58 out of 10 (higher than Metro Melbourne 7.53 and Western Councils 7.53).

The services with the highest levels of satisfaction this year again included:

  • the local library (8.75) 
  • green waste collection (8.67)
  • regular garbage collection (8.65)
  • regular recycling (8.62)
  • health services for babies, infants, and toddlers (8.01).

Satisfaction with Council’s customer service delivery remained at a ‘very good’ level, with an average satisfaction at 7.59, three per cent higher than the metropolitan average. 

The top five issue in the City of Melton identified by survey respondents were traffic management (21.8%); road maintenance and repairs;  (10%); parks, gardens, and open space (7%); safety policing, and crime (5.5%); and parking (5.3%).

For further information about the Survey please contact Council on 9747 7200.  

2020 Customer Satisfaction Survey results

2020 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 2020 Community Satisfaction Survey Overview Report(PDF, 1MB)  

Usually conducted door to door, in 2020 it was conducted as a telephone survey (including both mobile and landline phones).  A total of 804 residents were randomly surveyed from a sample drawn proportionally from across the municipality. 

Completed between April and June each year, respondents broadly represent the City’s community profile.

The survey measures importance of Council’s services and facilities, and then satisfaction with:

  • 35 Council services and facilities
  • Council’s governance and leadership
  • Customer service
  • Planning for population growth
  • Planning and housing development 
  • Performance of Council ‘across all areas of responsibility’ and
  • the impact of Covid-19 on the household.

It invites participants to identify current issues of importance and explores how these issues may impact on satisfaction with Council.  The survey also measures community perception of key issues including the perception of safety and the sense of community.  Agreement with statements about Melton City Council and community, as well as views around family violence are also captured.

This information is used for Council performance reporting purposes and plays an integral role in Council’s annual strategic planning activities.

In 2020, satisfaction with Council’s overall performance was rated at 6.87 out of ten, and Governance and Leadership was 6.81.   Average satisfaction with services was 7.50.  

The top three issues identified by community in 2020 were:

  • traffic management (13.6%)
  • roads maintenance and repairs (11.6%)
  • and safety policy and crime (6.7% down from 11.2% in 2019)

For further information about this year’s Survey please contact our Social Planning Team on 9747 7200.