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

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.

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.