Annual Customer Satisfaction Survey
In the 2019 City of Rockingham Customer Satisfaction Survey residents gave the City a rating of 4 out of 5 for the fourth year in a row.
The Customer Satisfaction Survey enables us to measure the performance of our services and facilities, and to evaluate the effectiveness of our communication and engagement with residents.
From 4,000 randomly selected households, a total of 658 surveys were completed, representing a return rate of 16 per cent (a two per cent increase on the previous year), minimising the sampling error to +/-3.81% @ 95% confidence interval.
Results showed that almost 80 per cent of participants would recommend the City of Rockingham as a place to live, and almost 80 per cent rated the City as performing well/very well in dealing with their interactions. The City’s Net Promoter Score is +16. The average for local government in WA is -16.
Participants highlighted they were most satisfied with our libraries, rubbish collection and recycling, parks, sport and recreation centres, and playing fields.
Other results showed that the community’s preferred method of receiving City information was email newsletters and the City Chronicle, and 20 per cent of participants had shared their thoughts on a community consultation item over the past 12 months.
Areas for improvement include attracting investment and supporting business, dog and cat management, building approvals, town planning approvals, youth programs and facilities, and services for people with disability.