Our performance

Local Government Community Satisfaction Survey 2023

The Local Government Community Satisfaction Survey 2023 was conducted during February and March 2023 by JWS Research on behalf of the Department of Environment, Land, Water and Planning (DELWP). Services are rated by an Index Score which is a weighted score out of 100.

Summary of Core Measures

	City of Whittlesea			Interface			State-wide
	2023	2022	change	2023	2022	change	2023	2022	change
Overall Performance	55	59	-4	51	56	-5	56	59	-3
Value for money	51	55	-4	48	51	-3	49	53	-4
Community consultation	52	55	-3	49	52	-3	52	54	-2
Managing community decisions	53	57	-4	49	53	-4	51	54	-3
Sealed local roads	53	59	-6	45	53	-8	48	53	-5
Waste management	70	69	1	67	69	-2	66	68	-2
Customer service	68	73	-5	65	68	-3	67	68	-1
Overall Council direction	46	51	-5	43	48	-5	46	50	-4
Average	56.0	59.8	-3.75	52.1	56.3	-4.13	54.4	57.4	-3

Summary of Other Measures

	City of Whittlesea			Interface			State-wide
	2023	2022	change	2023	2022	change	2023	2022	change
Art centres & libraries	68	67	1	70	69	1	73	73	0
Emergency & disaster management	67	69	-2	62	64	-2	65	66	-1
Covid-19 response	66	69	-3	64	66	-2	67	69	-2
Informing the community	55	57	-2	53	56	-3	57	59	-2
Community decisions	53	57	-4	49	53	-4	51	54	-3
Appearance of public areas	52	60	-8	56	62	-6	67	71	-4
Local streets & footpaths	52	57	-5	47	54	-7	52	57	-5
Lobbying	52	55	-3	47	51	-4	51	53	-2
Average	58.1	61.4	-3.25	56.0	59.4	-3.4	60.4	62.8	-2.38

Quarterly Customer Experience Health Card

Q3 - 2022/23

Q4 - 2022/23

Q1 - 2023/24

Positive Customer Experience

January: 60%

February: 67%

March: 60%

Average Overall: 62%

First Contact Resolution

59% of customers believed we resolved the issue at the first contact

Communication

60% of customers believed we communicated updates and the outcome with them

Ease of Use

57% of customers believed it was easy to raise their matter with us

Positive Customer Experience

April: 70%

May: 79%

June: 84%

Average Overall: 78%

First Contact Resolution

78% of customers believed we resolved the issue at the first contact

Communication

80% of customers believed we communicated updates and the outcome with them

Ease of Use

77% of customers believed it was easy to raise their matter with us

Positive Customer Experience

July: 82%

August: 82%

September: 82%

Average Overall: 82%

First Contact Resolution

78% of customers believed we resolved the issue at the first contact

Communication

80% of customers believed we communicated updates and the outcome with them

Ease of Use

77% of customers believed it was easy to raise their matter with us

Customer Tickets Logged

January: 11,055

February: 12,286

March: 12,062

Total Tickets Logged: 35,403

3,961 Snap Send Solve requests received

3,940 requests received via email

Customer Tickets Logged

April: 8,550

May: 10,264

June: 7,274

Total Tickets Logged: 26,388

2,843 Snap Send Solve requests received

3,313 requests received via email

Customer Tickets Logged

July: 8,498

August: 9,413

September: 9,809

Total Tickets Logged: 27,720

2,320 Snap Send Solve requests received

3,833 requests received via email

Customer Service Calls

42,069 total calls received for the quarter

Call Wait Time Averages

January: 2:10

February: 2:11

March: 1:45

Average Overall Call Wait Time: 2:02

Customer Service Calls

32,927 total calls received for the quarter

Call Wait Time Averages

April: 1:12

May: 1:48

June: 1:02

Average Overall Call Wait Time: 1:21

Customer Service Calls

36,302 total calls received for the quarter

Call Wait Time Averages

July: 1:16

August: 1:27

September: 2:28

Average Overall Call Wait Time: 1:44