Shire to hit the phones with Community Satisfaction Survey

RESIDENT and non-resident ratepayers might get a call from the Surf Coast Shire next month as the shire runs this year’s Community Satisfaction Survey (CSS).

Run by Australian call centre National Field Services, the CSS will interview 600 people on an array of themes relating to services offered by the Surf Coast Shire Council.

Each year, the shire takes part in the CSS, which is commissioned by the state government, and opted in by local governments across Victoria.

Completed via telephone – both landline and mobile – the process is expected to take a month, with the timeline dependent upon completion of interviews.

In its 25th year, the survey provides insight into the community’s views on the overall performance of a council, benchmarking against statewide and council group results.

Themes include:

• Value for money in services and infrastructure
• Community consultation and engagement
• Decisions made in the interest of the community
• Customer service, and
• Local infrastructure, facilities, services, and overall council direction.

Torquay Ward councillor Rose Hodge said both resident and non-resident rate payers would be surveyed, with the results serving as a barometer for the shire’s performance and delivery.

“The Surf Coast Shire council opts into taking part in the survey each year so we can get an honest gauge on community views.

“The results let us know what’s working well and help guide service improvements, so it’s a great opportunity for people to provide feedback.”

Survey results are expected to be shared in June.

According to the Victorian government’s Department of Government Services, surveys since 2012 have used an improved methodology (questions and sample size), which means that the results are not directly comparable to surveys run between 2001 and 2011.

Anyone with questions can head to surfcoast.vic.gov.au/request or phone 5261 0600 and ask for the co-ordinator of customer experience.

For more information on the CSS, head to localgovernment.vic.gov.au/our-programs/council-community-satisfaction-survey