Lake Macquarie City Council's biennial independent community satisfaction survey begins on February 17

OVERVIEW: Residents who are randomly chosen and invited to take the phone survey will be asked to rate their satisfaction with council across a range of performance areas.
OVERVIEW: Residents who are randomly chosen and invited to take the phone survey will be asked to rate their satisfaction with council across a range of performance areas.

IN 2018, Lake Macquarie City Council achieved a 91 per cent satisfaction rating from residents for service delivery to the community and the city.

Two years on, what will locals say this time?

The council's biennial independent community satisfaction survey begins on Monday, February 17.

With the help of independent researchers Micromex Research, the council asks the community every two years how satisfied they are with council's performance and services.

The information collected is then used to direct the organisation's strategic planning and to ensure the council is meeting the expectations of the Lake Macquarie community.

Council's organisational services director Laura Kendall said the council valued regular feedback from residents to help measure performance and satisfaction levels in the community.

"We want to continually improve the work we do at council, so hearing from our community is really important," Ms Kendall said.

"From the survey results we can capture what our community's priorities are, how satisfied the community is with our performance, and any trends and benchmarks happening across consecutive years."

The independent survey looks at long-term trends and priorities across a broad range of council services and facilities.

It will involve 1000 telephone (mobile and landline) interviews with residents aged older than 18 who will be asked to rank the city's performance based on several indicators, such as customer service, community facilities, new infrastructure, and service delivery.

"The survey provides us with an avenue to check in with our community to see how we're tracking against their expectations," Ms Kendall said.

"Responses will ultimately help shape our long-term planning and decisions around current and future services, so I encourage people to participate if they receive a call."

Micromex Research will use random sampling techniques between February 15 and 28 to contact residents on weekdays between 3pm and 8.30pm and on Saturdays between 10am and 4pm.

The results of the survey will be available in May, 2020.

Snapshot: What our community said in 2018

  • Satisfaction rating - 91 per cent on service delivery to the community and the city.
  • Strong performance improvements to overall appearance of city roads and parks, illegal dumping control and community facilities such as Lake Mac Libraries, Lake Mac Swim Centres, jetties, boat ramps and playgrounds.
  • Key areas for performance improvement in 2018 included transport, generating local employment opportunities, and managing residential development.

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