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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

             

 

 

 

 

 

 

  

Q4 - 2022/23

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

Q1 - 2023/24

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

Q2 - 2023/24

Positive Customer Experience

October: 77%

November: 43%

December: 75%

Average Overall: 63%

First Contact Resolution

61% of customers believed we resolved the issue at the first contact

 Communication

70% of customers believed we communicated updates and the outcome with them

Ease of Use

65% of customers believed it was easy to raise their matter with us

Q3 – 2023/24

Positive Customer Experience

January: 87%

February: 88%

March: 85%

Average Overall: 63%

First Contact Resolution

84% of customers believed we resolved the issue at the first contact

Communication

87% of customers believed we communicated updates and the outcome with them

Ease of Use

65% of customers believed it was easy to raise their matter with us

 

 

    

  

    

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 Tickets Logged

October: 11,889

November: 11,884

December: 9,473

Total Tickets Logged: 33,246

4,858 Snap Send Solve requests received

3,947 requests received via email

Customer Tickets Logged

January: 12,355

February: 12,696

March: 11,066

Total Tickets Logged: 36,117

5,311 Snap Send Solve requests received

4,279 requests received via email

 

 

 

 

 

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

 

Customer Service Calls

39,361 total calls received for the quarter

Call Wait Time Averages

October: 1:30

November: 1:56

December: 1:09

Average Overall Call Wait Time: 1:34

 

Customer Service Calls

51,683 total calls received for the quarter

Call Wait Time Averages

January: 3:00

February: 2:20

March: 1:50

Average Overall Call Wait Time: 2:24

 

Customer Experience Health Card - Archive

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