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.
Services are rated by an index score which is a weighted score out of 100.
Residents are randomly selected from a telephone database or recruited by social media invitations.
To participate, you must be:
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.
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:
The information you provide will be combined with responses from other members of the community to produce statistical data for the City of Whittlesea.
Yes. At the beginning of the survey, select your preferred language.
To use the free interpreter service, call 131 450.
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.
For more information about the Annual Community Satisfaction Survey or for assistance in completing the survey, please contact our customer service team on 03 9217 2170 and ask to speak to a member of the Research Department.