Measuring our performance

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The performance of our Strategic Community Plan 2015 -2025 is measured in a variety of ways, including:

  • the observation of trends in the Annual Customer Satisfaction Survey which is published on the City's website at the end of every year
  • the development and implementation of Community Plan Strategies to meet the Community Aspirations and objectives on time and within budget
  • on going tracking of the City's major infrastructure projects.


Annual Customer Satisfaction Survey

The City’s overall performance has continued to improve each year the Customer Satisfaction 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.

In 2016 a total of 10,000 surveys were mailed to randomly selected households in the Rockingham region. More than 2000 valid forms were completed and returned. This gives a 20% response 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. This means the data is truly representive and can be used with confidence in decision making.
Respondents consider the City to be performing well in the areas of rubbish and recycling, parks and gardens and sporting facilities. Areas of focus identified for the coming year include: attracting investment and supporting business, building approvals, youth programs and facilities, events, dog and cat management and public toilets.

Annual Feedback on the implementation of the Strategic Community Plan

Annual feedback on the City's progress with implementation of the Strategic Community Plan is presented to the community on the website and in the City's quarterly newsletter, the City Chronicle, and in the Annual Report. The community plan strategies are developed and implemented to meet the community Aspirations and the identified strategic objectives,  on time and within budget.

On-going tracking of major infrastructure projects

An overview of the City's current, future and past major infrastructure projects is available in our Major Projects and Developments section

Supporting documents

Our Measurements


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