Each year, Victorian councils are required to undertake a community satisfaction survey. This year we participated in the Victorian Government’s state-wide Community Satisfaction Survey conducted by JWS Research (CSS). Data from this survey provides important insights into how well councils are serving their community, based on the perceptions of the 500 community members who participate in the research.
2025 results
Our overall performance score of 67 shows our ability to perform at a high standard for service provision in line with our community’s expectations, amid a decline in performance scores across the local government sector with the Metropolitan and State-wide averages of 62 and 56 respectively.
Boroondara continues to outperform the statewide average across all service areas. We score significantly higher than the Metropolitan average in 4 key areas:
- sealed local roads
- condition of local streets and footpaths
- appearance of public areas
- consultation and engagement.
While most service areas reflected a minor decline consistent across the state, the appearance of our public areas remained steady with a strong score of 76.
More significant decreases were seen in infrastructure and sustainability, including:
- sealed local roads (down 6 points)
- condition of local streets and footpaths (down 4 points)
- environmental sustainability (down 5 points).
Research conducted last year highlighted several contributing factors to perceptions about the condition of local streets and footpaths. This included confusion over state versus local road responsibilities and the impact of extreme weather events, which have accelerated surface deterioration and increased maintenance demands.
We thank our community who participated in this year's survey and encourage you to continue to raise any issues with us. This helps us attend to your needs as soon as possible and ensures we continue to provide a great service to you.
Please note: the PDF available for download is not accessible for those using assistive technology.
Download the latest Community Satisfaction Survey
About the survey
The Community Satisfaction Survey is conducted by an independent research consultant, JWS Research, and it's coordinated by the Department of Government Services on behalf of Victorian councils. Each year the survey asks a representative sample of 500 Boroondara community members to rate their perceptions of performance on a range of council services.
In 2025, 56 out of 79 councils took part in the survey which means our results are only directly comparable with the participating councils.