Annual Community Survey
The Annual Community Survey (ACS) is Council’s only fully representative survey conducted in the City, and the results of this survey are a genuine reflection of our community’s opinion.
This survey is a subset of data that accurately reflects the characteristics of the larger population it is drawn from, so it is the only statistically valid survey that we conduct, and it is a reflection of our community’s opinion. It allows for making inferences about the population based on the sample, as the sample shares the same demographic characteristics of the population.
The survey has been undertaken for ten consecutive years, providing strong trend data used to continuously improve our services for the community.
Since 2017 the trend survey has been undertaken on a biennial basis alternating with strategic surveys that explore community opinion on themes that will inform:
- business planning;
- policy; and
- future projects.
The 2024 Annual Community Survey (ACS) identifies resident satisfaction with Council’s delivery; seeks resident perceptions on areas of immediate concern; and this year, sought perceptions of our Customer Experience service delivery. This information provides insights about our services and allows a measurement of Council performance across various areas.
In 2024 the mean overall satisfaction with Council in 2024 was 7.0 this result is a drop from the 2022 mean satisfaction of 7.3. As part of the overall lower scores from the previous survey, the researchers noted thatnumerous internal and external factors can contribute to negative sentiment. These may include (but are not limited to) substantial rate increases (or other fees and charges), media coverage, level of interaction of Council Members with their communities, major changes in delivery to Council services, negatively viewed decisions and actions on infrastructure and development, or perceived poor value for money for Council services in the context of high and worsening cost of living pressures.
The key findings on each of Council's key strategic themes as per Burnside 2030, our strategic community plan:
Place
2024 results ranged from high (8.2) to low (6.1).
• Highest satisfaction – Providing and maintaining parks and reserves (8.2).
• Lowest satisfaction – Providing and maintaining footpaths (6.1).
Environment
2024 results ranged from high (7.8) to low (6.7).
• Highest – Garbage and green waste management (7.8).
• Lowest – were tied between:
- Hard waste and electronic waste management (6.7).
- After hours hazard response management (6.7).
Community
2024 results ranged from high (8.7) to low (6.5).
• Highest – Providing library services (8.7).
• Lowest – Providing services for younger residents (6.5).
Governance
2024 results ranged from high (7.1) to low (5.9).
• Highest – The interactions you have with Council staff (7.1).
• Lowest – Financial management (5.9).
Other research undertaken
Customer experience
As part of this research feedback was sought on our residents' interaction and satisfaction with customer experience. 49 per cent of residents surveyed had contact with Council (for any reason) in the past 12 months.
Satisfaction with Customer Experience was moderate at 68 per cent, with 17 per cent neutral and 15 per cent dissatisfied.
The highest satisfaction was with: the Ease of contacting Council (80 per cent).
This was followed by:
• Information needed was easy to access (71 per cent).
• The communication and engagement from Council throughout the experience (67 per cent).
The least positive aspect of the customer experience was Council’s consideration of resident’s specific needs or circumstances (just 60 per cent satisfied but 21 per cent dissatisfied).
These suggest that access to staff or to information needed is not an issue though the personalisation of the encounter and demonstrating consideration of resident’s specific needs is an area in need of review.
About Online Services
Council also sought to understand resident satisfaction with available online services. 70 per cent of residents surveyed were aware that Council provides some services online through the Council website. Of those aware of online services available, satisfaction is quite good at 76 per cent satisfaction with only 4 per cent dissatisfied. 89 per cent of all residents surveyed stated Yes to the question of Council continuing to increase the availability of online services (while maintaining traditional methods of requesting services).
To read the full report and results, see the document in the Related Information section below.