The Annual Community Satisfaction Survey is a state-wide initiative conducted across all Victorian councils to assess customer satisfaction with local government services. This survey provides valuable insights into how residents perceive various service areas, helping councils benchmark their performance and identify areas for improvement.
The survey is conducted by independent research company Klein Research with their fieldwork partner TKW Research and gathers feedback from a representative sample of more than 800 residents randomly selected and invited to participate in the online survey. Council is required by legislation to provide data from this survey to inform the Local Government Performance Reporting Framework (LGPRF).
All responses remain anonymous and the survey only takes approximately 15 minutes to complete. Your feedback helps shape the future of services in the City of Whittlesea.
We’re excited to announce that our annual community satisfaction survey is live now and will continue till mid-April.
How it works
Receive an invitation
Participants will either receive a phone call from TKW Research or see an invite to participate on social media.
Share your insights
Share your experience by taking the survey by phone or online.
Help us improve our community
Your input influences projects and services.
Responding to the survey allows residents to provide valuable insights about how they perceive various service areas, helping councils benchmark their performance and identify areas for improvement.
These surveys aren't about specific programs or policies. They're designed to give us a better understanding of the experiences of residents living in the City of Whittlesea.
Why your feedback matters
Survey responses help us to:
- expand our knowledge and understanding of the community
- measure community outcomes and progress towards our Whittlesea 2040 Vision
- prioritise and allocate resources where they are most needed
- identify areas for improvement and modify service delivery as required
- understand what has changed for the community over time.
The data provides meaningful information to achieve the goals in Whittlesea 2040: A place for all.
Services are rated by an index score which is a weighted score out of 100.
Summary of core measures
| |
City of Whittlesea |
Interface |
Statewide |
| |
2023 |
2024 |
2025 |
2023 |
2024 |
2025 |
2023 |
2024 |
2025 |
| Overall performance |
55 |
52 |
49 |
51 |
50 |
48 |
56 |
54 |
53 |
| Value for money |
51 |
47 |
45 |
48 |
47 |
44 |
49 |
48 |
47 |
| Consultation and engagement |
52 |
51 |
47 |
49 |
49 |
43 |
52 |
51 |
50 |
| Making community decisions |
53 |
50 |
43 |
49 |
47 |
44 |
51 |
50 |
49 |
| Sealed local roads |
53 |
51 |
51 |
45 |
45 |
43 |
48 |
45 |
45 |
| Waste management |
70 |
70 |
65 |
67 |
65 |
60 |
66 |
67 |
65 |
| Customer service |
68 |
66 |
65 |
65 |
66 |
65 |
67 |
67 |
66 |
| Overall Council direction |
46 |
44 |
37 |
43 |
44 |
43 |
46 |
45 |
46 |
| Average |
56.0 |
53.9 |
50.3 |
52.1 |
51.6 |
48.8 |
54.4 |
53.4 |
52.6 |
Summary of other measures
| |
City of Whittlesea |
Interface |
Statewide |
| |
2023 |
2024 |
2025 |
2023 |
2024 |
2025 |
2023 |
2024 |
2025 |
| Emergency and disaster management |
67 |
63 |
57 |
62 |
61 |
59 |
65 |
65 |
65 |
| Informing the community |
55 |
53 |
54 |
53 |
51 |
50 |
57 |
56 |
56 |
| Appearance of public areas |
52 |
51 |
54 |
56 |
56 |
58 |
67 |
68 |
68 |
| Lobbying/advocacy |
52 |
50 |
42 |
47 |
48 |
43 |
51 |
50 |
49 |
| Average |
57.0 |
54.7 |
51.8 |
54.9 |
53.7 |
52.5 |
59.4 |
59.1 |
59.5 |
Who can participate?
Residents are randomly selected from a telephone database or recruited by social media invitations.
To participate, you must be:
- 18 years or older
- A current resident of the City of Whittlesea.
What will I be asked to do?
If you are selected to take part in the survey, you will receive a phone call from TKW Research.
If you have seen an ad for the survey, you can simply click through to complete the survey.
The survey will take you approximately 15 minutes to complete.
You will have three to four weeks to respond to the survey.
What type of questions will I be asked?
Each survey has a different set of questions to help us learn about your experiences living in the City of Whittlesea. We are not looking for specific feedback about programs or polices in these surveys, instead we want to learn more from our community about changing trends over time.
Depending on the survey you receive, you may be asked about:
-
programs
-
areas of responsibility.
The information you provide will be combined with responses from other members of the community to produce statistical data for the City of Whittlesea.
Can I complete the survey in a language other than English?
Yes. At the beginning of the survey, select your preferred language.
To use the free interpreter service, call 131 450.
Will I hear about the results of the survey?
We publish a summary of our findings on our website for the community to view. The results will also be published in strategic reports that we are required to deliver to keep information transparent and accountable to the community and other government levels.
Who can I contact if I need further information?
For more information about the Annual Community Satisfaction Survey or for assistance in completing the survey, please contact Customer Service on 03 9217 2170 and ask to speak to a member of the Research Department.