Measuring our performance

Overview

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

• the observation of trends in the Annual Customer Satisfaction Survey
• the City's Happiness Index which is available through Rock Port – our online community portal.
• the Local Government Australasian Performance Excellence Program
• the development and implementation of Community Plan Strategies to meet the Community Aspirations and objectives on time and within budget
• ongoing 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 2018, compared to a score of 3.7 in 2009 when the first survey was carried out.

In 2018 the City distributed survey invitations to 4,000 randomly selected households, with 2,000 sent by post and 2,000 by email. 549 completed surveys were returned, representing a return rate of nearly 14 per cent.

In addition to being asked to rate our services and facilities, customers were also invited to provide comments on any other topics they felt were pressing issues.

Over 80 per cent of residents indicated they were most impressed with our libraries, parks, gardens and picnic areas, rubbish collection and recycling. 75 per cent of respondents also thought the City dealt with customer interactions either "well" or "very well".

Key focus areas where customers indicated they would like to see improvement include attracting investment and supporting business, youth programs and facilities, community safety programs, public toilets, and dog and cat management.

Happiness Index

The City's Happiness Index is available through Rock Port, our online community portal, and it provides a way of measuring the community's overall level of satisfaction with living in the City of Rockingham.  It is based on the concept of a Net Promoter Score.  Community members are asked to provide an overall rating on their "level of happiness" and then requested to select up to six indicators on why they chose this rating. 

Local Government Performance Excellence Program

We participate in the Local Government Australasian Performance Excellence Program which is coordinated annually by Price Waterhouse Cooper and Local Government Professionals Australia NSW.  It is a high level performance comparison of over 134 local governments across Western Australia, New South Wales and New Zealand. It measures areas such as Corporate Leadership, Operations Management, Workforce Management, Finance Management, Risk Management and Asset Management.

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 in the City's newsletter, the City Chronicle, and in the annual report.

On-going tracking of major infrastructure projects

An overview of the City's current, future and past major infrastructure projects is available in current projects and works. 

More information

​If you require more information or a copy of previous years' results or feedback reports, please contact us on 9528 0333 or email customer@rockingham.wa.gov.au.