Community satisfaction survey 2024 results
We commission the Taverner Research Group to undertake a community satisfaction survey every year to better understand how we are perceived by our community, understand key issues, community needs and priorities regarding the services and facilities provided by Council.
The 2024 survey looked at:
- Satisfaction with our overall performance
- Importance of and satisfaction with 24 services and facilities
- Aspects of leadership
- Satisfaction with customer service and contact with Council.
- Sought feedback on our community’s understanding of council’s current state of finances
- Asked our community if they are supportive of Council moving to “back-to-basics” by cutting discretionary community used facilities and services by cutting 5% of expenditure.
- Measure change in performance with previous years, and benchmark against other regional NSW councils
How is the survey conducted?
The survey was conducted mainly using a random fixed-line (37%) and mobile (63%) telephone poll of 400 SMRC LGA residents aged 18+. Respondents were selected at random from a verified random sample residential telephone database of residential and mobile telephone numbers within the LGA. A survey form was constructed collaboratively between Council management and Taverner representatives based on satisfying the above objectives.
Fieldwork was conducted between October 21 and October 31, 2024, inclusive. A team of researchers called residents on weekday evenings (excluding Friday) from 3.30 to 8 pm and weekends 10 am-4 pm. Where phones went unanswered, were engaged, or diverted to answering machines, researchers phoned on up to five occasions at different times of the afternoon or evening.
The poll was conducted on a purely random basis, though ensuring an adequate mix of respondents by age and gender and across different sub-regions. Respondents were screened to ensure they were aged 18 or over and were not councillors or permanent Council employees.
Interview time was on average 17 minutes and 28 seconds in duration.
The 2024 survey is the fourth year Council has used this extensive research program.
What are some of the key results?
Overall Satisfaction
Community satisfaction decreased this annual reporting period, with the overall satisfaction score mean (2.33) falling below the 2023 result (2.39). This is higher than the lowest regional NSW result in the Taverner database (2.16), however, remains significantly lower than the regional NSW Council average (3.17)
Council Facilities and Services
Libraries and Cleanliness of Streets were rated positively (rated 4 or 5, out of 5) by 50% or more respondents in 2024 and were the highest-ranking facilities and services. Development related services - Finding the right balance between development and community values and Development Applications (DAs), and the condition of roads were among the lowest ranking facilities and services.
Community care was identified as an emerging area of high importance among residents, with this metric being perceived as a critical area for Council to direct funding in future years. It was also one of the top five metrics for having the strongest relationship with overall satisfaction scores. Other areas of high importance included sealed roads, waste and recycling, councillor leadership, and balance development and community values.
Strengths to maintain for SMRC (metrics that had high levels of perceived importance and high satisfaction) included, but were not limited to sewerage collection and treatment, water supply, parks, reserves and playgrounds, and cleanliness of streets.
Areas that were priorities for Council (metrics that had high levels of perceived performance and low satisfaction) included Councillor leadership, balance between development and community values, weed control, and both sealed and unsealed roads.
Council Customer Services
The mean score for satisfaction with Council customer service increased from 2.73 in 2023 to 2.85 in 2024. Additionally, the proportion of respondents rating Council’s handling of their enquiry as ‘very poor’ also decreased from 37% in 2023 to 31% in 2024.
Of the 52% of residents surveyed in 2024 who had contacted Council in the past 12 months, the most common reasons for contacting Council were regarding development applications, road and footpath improvements, and garbage/waste management. Around three-quarters of these residents needed more than one contact to have their issue resolved.
Council Finances
Just 4% of respondents felt Council finances were stable, while 73% believed they were unhealthy or very unhealthy (with the balance unsure).
One-fifth of residents surveyed were supportive of a “back to basics” program (described as “cutting approximately 5% in discretionary community used services and facilities expenditure each year over the next 4-5 years”), while 45% were opposed. A further 9% were neither supportive nor opposed, with 26% saying they were unsure.
What we're doing on key issues
We use the annual survey results to improve our services, strategies and plans. Some initiatives include:
- Our Delivery Program Development for 2025-2029
- Asset Management Planning 2025-2035
- Developing our Settlements Strategy
Download the report
Want to see how 2024 compares to 2023?
View the 2023 survey results at the link below: