We recognise the importance of great customer service. Our annual Community Satisfaction Survey Report is your chance to give us feedback so we can keep improving.
Each year a state-wide community satisfaction survey is carried out throughout Victoria local government areas. Participation in this survey is optional, but we believe strongly in its value.
The survey assesses our performance and looks for ways to improve our service delivery. It also allows us to fulfil some of our statutory reporting requirements.
Key points coming out of this year’s survey include:
- an overall performance index score of 69, four points higher than 2018. This is the higher than the metropolitan average and significantly higher than the state-wide average of 60
- an overall Council direction score was 7 points higher than 2018 and 4 points higher than the metropolitan average. This gives support to our Community Plan and its associated strategies.
- improved performance on core measures, compared to 2017. Four core measures improved, two remained the same and one declined
- a customer service index score of 79, six points higher than 2018 and three points higher than the Metropolitan average. This result is significantly higher than the state-wide average of 71
- our performance on Community Consultation (60) and Making Community Decisions (61) are both higher than the Metropolitan and state-wide average. Advocacy (57) is three points higher than 2018 and higher than the state-wide average.
Top three performing areas
- appearance of public areas
- recreational facilities
- art centres and libraries.
Top three areas for improvement
- parking facilities, index score of 54
- planning and building permits, index score of 52
- population growth, index score of 52.
|Performance measure||Glen Eira 2019||Glen Eira 2018||Metro 2019||State-wide 2019||Highest score||Lowest score|
|Overall performance||69||65||67||60||Aged 18–34 years||Aged 50–64 years|
|Community consultation||60||55||58||56||Aged 18–49 years||Aged 50–64 years|
(lobbying on behalf of the community)
|57||54||57||54||Aged 18–34 years||Aged 50–64 years|
|Making community decisions
(decisions made in the interest of the community)
|61||55||60||55||Aged 18–34 years||Aged 50–64 years|
|Sealed local roads
(condition of sealed local roads)
|70||70||69||56||Aged 35–49 years||Aged 50–64 years|
|Customer service||79||73||76||71||Aged 65+ years||Aged 35–49 years|
|Overall Council direction||59||52||55||53||Aged 18–34 years||Aged 50–64 years|