Some of our services are impacted due to COVID-19.

Each year, City of Boroondara participates in the Victorian Government’s state-wide Local Government Community Satisfaction Survey. 

The survey data provides us with the local community’s perspective on our service delivery performance over the past year, and is a useful insight into where we should focus efforts to improve and meet changing community expectations.


2020 results 

We are pleased to report we have maintained an index score of 71 on ‘Overall Performance’ this year, which is significantly higher than the average ratings for both metropolitan councils (index score of 66) and the state-wide average (index score of 58).

Our community services, facilities and public places continue to deliver outstanding results, with our top performing service areas being: 

  • libraries (84 out of 100)
  • appearance of public places (80 out of 100)
  • recreational facilities (79 out of 100)

When asked what the best things about us are, the top 3 responses were ‘Parks and Gardens’, ‘Recreational Facilities’, and ‘Libraries’. We know our community values these things because they positively contribute to lifestyle and amenity, create a strong sense of community connection and make Boroondara a great place to live. 

The results show that waste management, consultation and engagement, and community decisions and lobbying are areas for us to focus on. We know that these areas are important to you.

While we exceed expectations when it comes to the multiple methods for customers to get in touch with us, exceptional customer service delivery remains a focus area. 

Over the next couple of years, we are working towards creating a more seamless, efficient and straightforward experience for our community when interacting with us.

Through our Boroondara Customer First program, we are transforming our processes, systems and technology to become a customer-centric organisation and meet our community’s expectations and needs.

About the survey

The Community Satisfaction Survey is conducted by an independent research consultant, JWS Research, on behalf of the Department of Environment, Land, Water and Planning. Each year it asks a representative sample of community members to rate their satisfaction with a range of council services.