Community perception surveys
The city is aware of the need to respond to community expectations in regard to service delivery, and community consultation is playing an increasingly important role in the city’s activities. The city regularly assesses the customer satisfaction of the community.
In May 2015, the city commissioned Catalyse, a Perth-based research consultancy, to undertake community customer satisfaction research.
The primary objectives of the study were to identify:
the level of overall satisfaction with the city
the community’s satisfaction with the city’s performance in delivering various services and facilities
the perceived level of importance for the various services and facilities provided by the city
the performance ‘gaps’ that exist with the services and facilities, provided in context with the level of perceived importance
how perceptions vary in the community based on respondent demographics.
In order to benchmark satisfaction and best practice within local government, Catalyse provides a local government syndicate service. Using this service, the city can compare its results with other local governments to determine whether best practice standards are being set.
Catalyse industry standards are provided when three or more councils have asked the same or similar question in the past twenty-four months.
Sampling precision is +/- 5 per cent at the 95 per cent confidence interval and meets the level specified by the Office of the Auditor General.
Download the Community perceptions survey report – residents – 2015 (PDF, 3.9MB)
Download the Community perceptions survey report – residents – 2014 (PDF, 2.7MB)
Download the Community perceptions survey report – residents – 2013 (PDF, 1.6MB)