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Customer Satisfaction Survey Results 2016


The results of the City of Rockingham’s annual customer survey have been analysed, and were released last night at a Councillor briefing.

A total of 8000 surveys were mailed to randomly selected households in the Rockingham region with 1375 valid forms returned. This gives a 17% response rate.
The City has improved its average performance score out of 5 from 3.8 in the 2014 survey to 3.9 in the 2015 survey. Respondents consider the City to be performing well in the areas of rubbish collection, parks and gardens, local roads, street lighting, libraries and other facilities, fire and litter management. Areas of focus identified for the coming year include: footpaths and cycle ways, graffiti management, community health and wellbeing, caring for the environment, safety programs and public toilets.
A total of 57% of respondents had some form of contact with the City in the past year, with 47% of these preferring to deal with the City by phone (47%).  Facebook is becoming more popular as a way to contact the City, which now has nearly 17,500 followers of the page. Ninety-six per cent of respondents who have had contact with the City via Facebook in the last year believe that the City dealt with their interaction well or very well (up from 58% in 2014).
The City Chronicle remains the most preferred method for obtaining City news, while a preference for finding out about City information in the local newspapers continues to decline, down 20% from 2011 to 2015.
City of Rockingham Mayor, Barry Sammels said the changing areas of focus show that progress is being made: “Year to year respondents’ key concerns are shifting, which indicates to me that we are addressing priority areas of focus for residents. More than a fact finding exercise, the City uses these results to help us find methods and create strategies which really address these areas of concern for residents.

“We take the feedback on board and endeavour to seriously improve on the areas people identify for us. “I look forward to implementing solutions to these findings over the coming year.”  
More Information
View a full copy of the 2015 Survey results.

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