Community satisfaction survey

The annual Community Satisfaction Survey is designed to assess the performance of Maroondah City Council across a range of measures to identify ways to provide improvement or more effective service delivery to residents.

The survey is conducted by the Victorian Government's Department of Jobs, Precincts and Regions on behalf of participating councils.

About the survey

The survey is designed to measure community satisfaction with Local Government performance and provide insights into how communities view the performance of their local authorities.

The survey is used to collect your feedback about:

Council's overall performance
community consultation and engagement
advocacy – lobbying on behalf of the community
making community decisions
sealed local roads
customer service
overall council direction.

The survey questions are standardised across the state which means that their wording may not always reflect the localised focus of service delivery. The survey questions also only provide limited contextual information which could mean that respondents provide ratings based on services, activities or issues that are beyond Council’s direct area of influence.

This research is led by the Victorian Government and Council does not provide any personal details or phone numbers to the market research firm undertaking the survey.

Benchmarking

Local Government Victoria categorise participating Councils into groupings of ‘similar’ municipalities for the purpose of benchmarking results of the survey.

Maroondah City Council has been grouped with other metropolitan Councils including Banyule, Boroondara, Brimbank, Glen Eira, Greater Dandenong, Hobsons Bay, Kingston, Knox, Manningham, Melbourne, Moonee Valley, Moreland, Port Phillip, Stonnington and Whitehorse municipalities.

Survey results 2022

Data collection for the 2022 Community Satisfaction Survey was undertaken from 27 January 2022 to 24 March 2022.

Council’s 2022 results are relatively consistent when compared to results over the past five years. Council’s performance on a range of indicators has also improved over the past 12 months.

Council’s overall performance continues to be rated in line with the average rating for councils in the Metropolitan group and is rated statistically significantly higher (at the 95 per cent confidence interval) than the state-wide average for councils.

Some of the relative changes to Council’s core and service measure results for 2022 are likely to have been impacted by the changes to service delivery arising from the coronavirus (COVID-19) pandemic.

Highlights:

The rating for ‘Councils overall performance’ (65) is six points higher than the state-wide average (59).
The rating for ‘Value for Money’ (61) is eight points higher than the state-wide average (53).
The rating for ‘overall direction of Council’ (53) is three points higher compared to the state-wide average (50).
The rating for ‘making decisions in the interest of the community’ (59) is five points higher compared to the state-wide average (54).
The rating for ‘Condition of sealed roads’ (63) is ten points higher compared to the state-wide average (53).
The rating for ‘Recreational facilities’ (76) is seven points higher compared to the state-wide average (69).
The rating for ‘Waste management’ (74) is six points higher compared to the state-wide average (68).

Council will consider these results to help identify opportunities for further improvements and enhancements to service delivery.

Community Satisfaction Report 2022 - Maroondah (pdf, 739KB)

Summary of results

Performance Measures	Maroondah 2022 result	Metro Melbourne 2022 average	Statewide 2022 average
Overall performance	65	65	59
Value for money (new measure)	61	61	53
Community consultation	59	58	54
Advocacy	56	55	53
Customer service	72	72	68
Overall Council direction	53	53	50
Making decisions in the interest of the community	59	59	54