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.

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, Moreland, Port Phillip, Stonnington and Whitehorse municipalities.

Survey results 2021

Data collection for the 2021 Community Satisfaction Survey was undertaken from 10 February 2021 to 10 February 2021. It is important to note that the survey period coincided with a period of significant COVID-19 restrictions for Greater Melbourne.

Council’s 2021 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% confidence interval) than the state-wide average for councils.

Some of the relative changes to Council’s core and service measure results for 2021 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 four points higher than the state-wide average (61).
The rating for ‘overall direction of Council’ (55) is two points higher compared to the state-wide average (53).
The rating for ‘making decisions in the interest of the community’ (60) is four points higher compared to the state-wide average (56).
The rating for ‘Condition of sealed roads’ (67) is ten points higher compared to the state-wide average (57).
The rating for ‘Recreational facilities’ (79) is eight points higher compared to the state-wide average (71).
The rating for ‘Waste management’ (74) is five points higher compared to the state-wide average (69).
The rating for ‘Emergency and disaster management’ (72) is five points higher compared to Council’s 2020 result (67).

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

Summary of results

Performance Measures	Maroondah Past 5 years average	Maroondah 2021 result	Metro Melbourne 2021 average	Statewide 2021 average
Overall performance	66	65	67	61
Value for money (new measure)	60	60	62	54
Community consultation	56	55	59	56
Advocacy	57	56	56	55
Customer service	74	72	74	70
Overall Council direction	56	55	55	53
Making decisions in the interest of the community	59	60	61	56

View the results from the 2020 survey

Local Government Community Satisfaction Survey Results 2021 (pdf, 1MB)