Customer Satisfaction Research Projects - Results

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Community Satisfaction Survey

2019 Survey Results

Manningham Council is on its way up, improving by one point and performing on par with other metropolitan councils, in its annual Victorian Government’s state-wide local government Community Satisfaction Survey.

Conducted by an independent market research company, the survey was completed by phone throughout February and March with 400 randomly selected Manningham residents.

The Survey is designed to measure community satisfaction with Local Government performance in seven key performance areas. Now in its 20th year, this Survey provides insights into the community's views on:

  • council’s overall performance with benchmarking against State-wide and council group results
  • community consultation and engagement
  • advocacy and lobbying on behalf of the community
  • customer service, local infrastructure, facilities, and
  • overall council direction.

The results

Graph of Manningham Council performance "at a glance"

Further research

Manningham’s Citizen Connect research, was conducted by an independent market research agency with 500 randomly selected customers who have contacted Council in the last 12 months. The results showed an overall improvement from 2017 and were consistent with the Community Satisfaction Survey results.

Almost three quarters of Council’s customers are satisfied with the service and often their contact with Council takes less effort than expected. Council is very pleased with the significant increase in the number of customers who are very satisfied with Council staff treating them with courtesy and respect and with Council being accessible. Council is intending to work on the time it takes to resolve issues and how to keep customers up to date with progress when issues are more complex.

Manningham Mayor Cr Paula Piccinini said the results showed residents’ trust in Council continued to grow and this is an indication that we are on the right track, listening and serving our community,” she said.








Community Satisfaction Survey

2019 Survey Results

Manningham Council is on its way up, improving by one point and performing on par with other metropolitan councils, in its annual Victorian Government’s state-wide local government Community Satisfaction Survey.

Conducted by an independent market research company, the survey was completed by phone throughout February and March with 400 randomly selected Manningham residents.

The Survey is designed to measure community satisfaction with Local Government performance in seven key performance areas. Now in its 20th year, this Survey provides insights into the community's views on:

  • council’s overall performance with benchmarking against State-wide and council group results
  • community consultation and engagement
  • advocacy and lobbying on behalf of the community
  • customer service, local infrastructure, facilities, and
  • overall council direction.

The results

Graph of Manningham Council performance "at a glance"

Further research

Manningham’s Citizen Connect research, was conducted by an independent market research agency with 500 randomly selected customers who have contacted Council in the last 12 months. The results showed an overall improvement from 2017 and were consistent with the Community Satisfaction Survey results.

Almost three quarters of Council’s customers are satisfied with the service and often their contact with Council takes less effort than expected. Council is very pleased with the significant increase in the number of customers who are very satisfied with Council staff treating them with courtesy and respect and with Council being accessible. Council is intending to work on the time it takes to resolve issues and how to keep customers up to date with progress when issues are more complex.

Manningham Mayor Cr Paula Piccinini said the results showed residents’ trust in Council continued to grow and this is an indication that we are on the right track, listening and serving our community,” she said.