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 Environment, Land, Water and Planning on behalf of participating councils.

Survey 2021

The 2021 Community Satisfaction Survey Was held from February 2021 over about three weeks. Details and individual responses are confidential and only the overall results are shared with Council.

If you have any questions about the survey, please don’t hesitate to contact us on 1300 88 22 33.

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 ‘like’ 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, Frankston, Kingston, Knox, Manningham, Melbourne, Port Phillip, Stonnington and Whitehorse municipalities.

Survey results 2020

Data collection for the 2020 Community Satisfaction Survey was undertaken from 30 January 2020 to 22 March 2020. It is important to note that the survey period coincided with the emergence of the COVID-19 pandemic.

Council’s 2020 results are generally slightly lower when compared to results averaged out over the past 5 years. However, Council continues to perform well in comparison to state-wide average results.

In fact, our overall performance is rated in line with the average rating for councils in the Metropolitan group and is rated statistically significantly higher than the state-wide average for councils (index scores of 66 and 58 respectively).

Highlights

The rating for ‘Council's overall performance’ (65) is seven points higher compared to the state-wide average (58):
- The rating for ‘overall direction of Council’ (56) is five points higher compared to the state-wide average (51).
- The rating for ‘making decisions in the interest of the community’ (58) is five points higher compared to the state-wide average (53).
- The rating for ‘Business and community development and tourism’ (63) is four points higher compared to the state-wide average (59).

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

Summary of results

Performance measures	Maroondah average (past 5 years)	Maroondah 2020	Statewide 2020	Metro 2020	Trend*
Overall performance	67	65	58	66	»
Community consultation	56	56	55	58	»
Advocacy	58	56	53	57	»
Customer service	75	74	70	74	»
Overall Council direction	57	56	51	54	»
Making decisions in the interest of the community	60	58	53	59	»

*Statistically significant trend – result is significantly higher/lower than previous year at the 95% confidence level .

View the results from the 2020 survey:

Local Government Community Satisfaction Survey Results 2020 (pdf, 2MB)