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Council’s overall performance rating rose three points in the latest Community Satisfaction Survey.
The survey, conducted over February and March each year, measures community perceptions about how Council has performed across 28 measures including eight “core” measures.
On all eight core measures Council’s results are above the regional centre average and the statewide average, with improvements recorded in six of eight core measures assessed in the survey.
“These are really encouraging results,” Mayor Cr Ben Blain said.
“We will continue to work hard to keep improving, the results are good but there is always more work to do.
“It’s great to see results for fundamental measures such as waste management, customer service and overall Council direction improving.”
Each year most Councils across Victoria participate in the Community Satisfaction Survey.
This year, 56 of 79 Councils participated in the survey. In Warrnambool, 400 phone interviews were conducted with a representative sample from each demographic group from January 28 to March 16.
Council’s results defied a statewide trend of decreasing satisfaction over the past two years. The table below shows a downward statewide trend.
The graph below shows a generally positive trend in Warrnambool across the core measures.
The survey found three in five residents had contact with Council over the past year. The most common methods of contacting Council remained in person (32%) and by telephone (30%). Fewer contact Council via email (23%), in writing or through the Council website (11% for both).
Respondents rated the service received in-person highly (77), followed by the website (75), social media (72) and telephone (71). Contact by email and letter were lower (61 and 55 respectively).
“We have some areas we can work on but overall, we’re pleased with the results,” Cr Blain said.
“Our sealed local roads scored declined a little and it may that this was a general expression of dissatisfaction with roads across Victoria, including those managed by the Victorian Government.”
Chief Executive Officer Andrew Mason said the result was very positive and a credit to Councillors and to staff.
“We have really dedicated staff who deliver a diverse range of services to the community,” Mr Mason said.
“The results are a reflection of that dedication and the clear direction from Council.”