We looked at Council’s current and past performance to identify where improvement efforts should be applied.
Council has high customer satisfaction and good outcomes in general, as reported by past customer research and supported by our own research:
- contact with Council is up 5 points over the last 12 months
- proportion of residents contacting Council by telephone has increased significantly since 2013
- two-thirds of residents reporting some form of contact with Council
- customer service ratings are holding steady (76%) , and they are higher than the State average
- Council performance is significantly higher than metropolitan averages
- with overall performance rating at 75%, service satisfaction is higher for interactions over the phone
- Council direction is on par with 2013 and is significantly higher than the State average
- 26% see a lot of room for improvement when it comes to Council direction; 59% see some room for improvement
- community expectations are met, with 'rated' performance exceeding 'importance' in the following areas: arts centres and libraries, appearance of public areas, recreational facilities, community and cultural activities, and family support services.