Community satisfaction survey

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 findings

Key points coming out of this year’s survey include:

• Council’s Overall Performance index score was 69, a one-point improvement on the 2021 result continuing the upward trend from previous years. This remains higher by four points than the Metropolitan average and significantly higher than the State-wide average of 59.
• In comparison to Metro and State averages Council is well above State averages in all Core measures and above Metro averages in 6 of the 7 Core areas and on par with one.  
• Glen Eira improved on its 2021 results with 77 percent of measures showing increases and the remainder had minor decreases, going against an overall downward trend in Metro and State averages. 

Top three performing areas

• customer service, index score of 78 
• appearance of public areas, index score of 77 
• recreational facilities and art centres and libraries, index score of 76 

Top three areas for improvement

• population growth, index score of 55 
• planning and building permits, index score of 57
• lobbying, index score of 57