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COVID-19: The latest updates and how the City of Parramatta is responding. Read more >

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COVID-19: The latest updates and how the City of Parramatta is responding. Read more >

Community Engagement - Have Your Say

Community Satisfaction Survey

Purpose

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The Community Satisfaction Survey is an annual piece of research designed to measure:

  • residents and business satisfaction with Council's governance, services and facilities
  • community perceptions of Council.

The ability to compare results year-on-year allows Council to track progress and identify how issues impact the community.

Research

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Independent market research specialists Micromex was commissioned for the 2020 research.

Interviews

Micromex conducted 606 telephone interviews, which reflects a statistically representative sample of our community.

The sample included 505 residents and 101 business owners/ managers, with representation across each of the five wards.

Results

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The 2020 community satisfaction results are favourable for City of Parramatta.

Overall performance

The ‘overall performance of Council’ mean score (3.74 out of 5) is significantly above Micromex’s normative data derived from many other metropolitan Councils (3.55).

Year-on-year, most 2020 scores are on a par or marginally above the 2019 results.

Satisfaction

Satisfaction measured 38 services and facilities in the City of Parramatta.

The average satisfaction rating for each of the 38 was compared against results from 2019.

36 of the 38 were comparable to the 2019 results, 2 were not.

Decreased satisfaction

The two services that have decreased in 2020 were:

  • Cycleways and facilities – which it is hypothesised could be as a result of COVID-19 and increased usage by residents, and
  • Council run events and festivals – which is unsurprising with the COVID-19 crisis and bushfires causing event cancellations.

Likely to recommend

Three in every four residents are likely to recommend Parramatta as a City to live in.

Two in three businesses are likely to recommend Parramatta.

Three in four respondents are proud to be part of the Parramatta area.

Opportunities

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The opportunity areas identified are:

Community consultation, engagement and communication

A key driver in itself of overall satisfaction, but also likely to enhance efforts in improving other key drivers, i.e. by raising awareness of a particular service, overall satisfaction with Council is influenced.

Movement around the LGA

Parking, road and footpath maintenance, traffic management, cycle ways all act as key drivers of overall satisfaction and respondents identify them as high in importance.

Understanding and explaining development

Exploring community perceptions around the development application (DA) service specifically – but also development more broadly should help increase satisfaction.

Council COVID-19 response positively received

Results for the two COVID-19 statements were favourable, which is encouraging for Council and how we responded to the crisis and it has become a driver of satisfaction for local businesses.

More information

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You can call our Research and Insights Team Leader on 9806 8545 for more information.

2019 survey

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Research Independent market research specialists Micromex was commissioned for the 2019 research.

Interviews

Micromex conducted 602 telephone interviews, which reflects a statistically representative sample of our community.

The sample included 482 residents and 120 business owners/ managers, with representation across each of the five wards.

Results

Overall the 2019 community satisfaction results are favourable for City of Parramatta.

Overall performance

The ‘overall performance of Council’ mean score (3.76 out of 5) is significantly above Micromex’s normative data derived from many other metropolitan Councils (3.55).

Satisfaction

Satisfaction was measured for services and facilities in City of Parramatta.

19 of the City of Parramatta services/facilities that could be compared with relevant norms of other councils are above average, a further 11 are on par with norms and only one is below the relevant norm.

Three of the 37 services have significantly increased in 2019. These included:

  • Value for money provided in return for the rates paid
  • Cycle ways and facilities
  • Children’s playgrounds and equipment

Likely to recommend

Three in every four residents are likely to recommend Parramatta as a City to live in.

Two in three businesses are likely to recommend Parramatta and three in four respondents are proud to be part of the Parramatta area.

Means score

Year-on-year, most 2019 scores are on a par or marginally above the 2018 results:

The ‘overall performance of Council’ mean score is almost identical to 2018 (3.75 in 2017, 3.73 in 2018 and now 3.76 in 2019).

The 37 services and facilities tested are split into four categories.

The mean scores for each of the four categories have remained constant with 2018.

Satisfaction ratings for the majority of individual services are higher than the comparison norms for other councils (19 of the 31 services where a comparison was available).

The opportunity areas that the research identified were:

  • Ensuring that Council maintain community engagement and communication - a key driver of overall satisfaction
  • Movement around the LGA: Parking, road and footpath maintenance, traffic management, sustainable transport options all act as key drivers of overall satisfaction and residents have identified them as important.
  • Waste and recycling: two waste attributes featured as key drivers of satisfaction – waste services and cleanliness of waterways.