Community Satisfaction Survey results
Bega Valley Shire Council has received the results of its 2024 Community Satisfaction Survey, providing insight into perceptions of service delivery and performance.
27 November 2024
Bega Valley Shire Council has received the results of its 2024 Community Satisfaction Survey, providing insight into perceptions of service delivery and performance.
The survey was undertaken in July and August 2024 by Taverner Research Group and tracked Council’s performance in service delivery, identified priority areas and evaluated Council’s customer service and communication.
Two separate survey sampling approaches were used – a random and representative sample of 400 responses were collected by phone and an online panel. Taverner also hosted an opt-in online and hard copy version of the survey which had nearly 800 responses. The opt-in survey mirrored the phone survey.
The results highlight areas where Council is performing well and identify areas for improvement. The research findings will help guide decision-making in establishing the next suite of planning documents for this term of Council.
The survey is one of many tools that aim to inform future planning and programs of work and supports continuous improvement in service delivery.
Council last undertook a Community Satisfaction Survey in 2016 which saw an overall satisfaction score of 55% compared to 41% for the 2024 result.
Mayor Russell Fitzpatrick thanked the community members who took part in the survey and provided their feedback.
“The 14% decrease in the overall satisfaction score from 2016 to now comes as no surprise. We heard during the September elections and prior engagement activity, the community was unhappy about the special rate variation increases, coupled with the ever-increasing cost of living. We also heard there is an expectation Council needs to improve our roads and infrastructure,” Cr Fitzpatrick said.
“The feedback provided in the survey gives Council direction on what matters to our community and where we should be prioritising our efforts.
“When residents were asked to rate their satisfaction with Council facilities or services, the top responses included water supply, waste and recycling, sewerage services and libraries.
“Satisfaction with Council’s road network, processing Development Applications and planning/managing residential growth were the lowest performing.
“The top priorities for residents over the next five years based on the survey results are for Council to focus on roads, affordable housing and reducing expenditure.
“Residents have also made it clear that to improve our effectiveness, we need to be more transparent, do better community engagement and focus on financial management.
“As Councillors, we regularly hear from the community and understand these persistent issues. We are dedicated to maximising our limited resources to address the most important issues for both present and future generations.
“There is plenty of work still to be done in local government and the demands are increasing, with rising costs and legislative pressures. Our steadfast commitment is to continue to work with other levels of government to ensure we can deliver the services our community relies upon.
“We are committed to working in partnership with our community to ensure Bega Valley Shire remains a great place to live and work.”
Council resolved at this week’s Council meeting to undertake a subsequent survey in 2026 to measure and track its performance on a regular basis.
To view the full 2024 Community Satisfaction Survey results, visit Council’s website.
Making an enquiry
All media enquiries and interview requests are coordinated by Council's Communication and Events team under the adopted Communications Policy. To view this policy, visit Public Policies and search 'communications'.
To submit a media enquiry or to request an interview:
- email media@begavalley.nsw.gov.au
- call 02 6499 2222
Councillors
Councillors can be contacted directly for enquiries regarding decisions of the elected Council and non-operational matters. Interviews with the Mayor should be arranged through the Communication and Events team contact details above.
Receiving information
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© Bega Valley Shire Council 2024
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- council@begavalley.nsw.gov.au
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Zingel Place
PO Box 492
Bega NSW 2550 -
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