The City’s overall performance has continued to improve each year the survey has been conducted with the City receiving a score of 4 out of a possible 5 in 2016, compared to a score of 3.7 in 2009 when the first survey was carried out.
Areas that customers were most impressed with were the City’s rubbish and recycling services, its libraries, parks and gardens and sporting facilities. One area that customers would like to see more improvement in is events, including those for seniors.
The survey was mailed at random to approximately 10,000 households and the City received more than 2,000 completed surveys. This represented a 20% return rate which was historically above average and enough to ensure the statistical rigour of the survey is significantly better than the level recommended by the Western Australian Auditor General.
“The City is committed to improving services for its customers and identifying areas that need more attention,” Mayor Sammels said. “The outcomes of this survey assist us in our decision making and I would like to thank everyone who took the time to participate. With so many responses, the survey results are truly representative and statistically reliable.”
The Customer Satisfaction Survey is one of the tools the City uses to ensure it is meeting the Community Aspirations identified in its Strategic Community Plan 2015-2025. Residents were asked to rate a range of facilities and services provided by the City ranging from libraries, footpaths and cycle ways to community health and wellbeing.
“We were really happy with the response we received and will use that feedback to help improve the City’s services and address the areas of priority for the year ahead,” Mayor Sammels said. “These will include attracting investment and supporting business, building approvals, youth programs and facilities, events, dog and cat management and public toilets.”
Results of the 2016 Customer Satisfaction Survey can be viewed on the City’s website.