Community survey seeks 2020 vision of Council services

Published on 14 February 2020

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Lake Macquarie City Council’s biennial independent community satisfaction survey will begin on Monday 17 February.

With the help of independent researchers Micromex Research, Council asks the community every two years how satisfied they are with Council’s performance and services.

The information collected is then used to direct the organisation’s strategic planning and to ensure Council is meeting the expectations of the Lake Macquarie community.

Council’s Director Organisational Services Laura Kendall said Council values regular feedback from residents to help measure performance and satisfaction levels in the community.

“We want to continually improve the work we do at Council, so hearing from our community is really important,” said Ms Kendall.

“From the survey results we can capture what our community’s priorities are, how satisfied the community is with our performance, and any trends and benchmarks happening across consecutive years.”

The independent survey looks at long-term trends and priorities across a broad range of Council services and facilities. It will involve 1000 telephone (mobile and landline) interviews with residents aged over 18 who will be asked to rank the City’s performance based on several indicators, such as customer service, community facilities, new infrastructure and service delivery.

“The survey provides us with an avenue to check in with our community to see how we’re tracking against their expectations. Responses will ultimately help shape our long-term planning and decisions around current and future services, so I encourage people to participate if they receive a call.”

Micromex Research will use random sampling techniques between February 15 and 28 to contact residents on weekdays between 3pm and 8.30pm and on Saturdays between 10am and 4pm.

The results of the survey will be available in May 2020.

Snapshot: What our community said in 2018
  • Satisfaction rating – 91 per cent on service delivery to the community and the City.
  • Strong performance improvements to overall appearance of City roads and parks, illegal dumping control and community facilities such as Lake Mac Libraries, Lake Mac Swim Centres, jetties, boat ramps and playgrounds.
  • Key areas for performance improvement in 2018 included transport improvements, generating local employment opportunities and managing residential development.


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