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Community satisfaction survey

The annual Community Satisfaction Survey is conducted by the Victorian Government's Department of Environment, Land, Water and Planning on behalf of participating councils.

Data collection for the 2020 Community Satisfaction Survey will be undertaken by a market research company during February and March 2020. The results are expected to be available in June 2020.

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.

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


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 2019

Largely improved results for Maroondah were achieved in the 2019 survey, with Council continuing to perform well in comparison to statewide and metro average results. Some highlights include:

  • Customer service ratings for Council have increased by seven points to 80 (from 73).
  • Performance for Council lobbying on behalf of the community have increased by four points to 61 (from 57).
  • The remaining core measures showed minor increases in performance. ‘Overall performance’ (67 to 69), ‘community consultation’ (56 to 58), ‘overall council direction’ (58 to 59), ‘making decisions in the interest of the community’ (59 to 62).
  • For all core measures, Maroondah was above the state wide average and above or similar to the metro average.
  • Of the service performance measures six services demonstrated significant increases. ‘Informing the community’ (60 to 64), ‘family support services’ (68 to 71), ‘elderly support services’ (65 to 70), ‘disadvantaged support services’ (58 to 64), ‘arts centres and libraries’ (78 to 82) and ‘Council’s general town planning policy’ (54 to 58)

View the results from the 2019 survey

Local Government Community Satisfaction Survey Results 2019  (pdf, 624KB)

Related links

Local Government Victoria

Know Your Council

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