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.


2021 results 

We are pleased to report we have achieved an index score of 70 on ‘Overall Performance’ this year. This places Boroondara in the top-performing councils metro and state-wide. We continue to perform in line with or significantly higher than metropolitan group and state-wide averages for councils on all measures evaluated.  

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

  • libraries (82 out of 100)
  • appearance of public places (79 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 and Sporting Facilities
  • Waste Management.

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

You’ve also been connecting with us via multiple methods of customer-service options including our website, which is an increasingly popular avenue for contacting us. Exceptional customer-service delivery and being able to resolve your queries remains a focus area for Council.

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.