Skip to Content

Community Satisfaction Surveys

Each year, Council participates in the State Government's Community Satisfaction Survey. This survey is coordinated state-wide by the Department of Environment, Land, Water and Planning. 

The main objectives of the survey are to assess Council’s performance across a range of measures and to seek insight into ways to provide improved or more effective service delivery.

Since 2015, Council's results have been compared to the rest of the state as well as selected Councils in the Melbourne metro area including Banyule, Bayside, Boroondara, Brimbank, Glen Eira, Greater Dandenong, Frankston, Kingston, Knox, Manningham, Maroondah, Monash, Moonee Valley, Moreland, Port Phillip and Stonnington.

2016 results

In 2016, residents rated Greater Dandenong’s performance well above the state average in all areas. Council’s performance was also measured against the 17 other Council’s in the metropolitan area. In many areas Greater Dandenong either outperformed or equalled the average results of its neighbours.

Council’s overall direction result was ten points higher than the state average and six points higher than the average for the metropolitan area. 

Customer Service continues to be a high performing area for Greater Dandenong Council, scoring 76 compared to the state average of 69.

This year’s results also indicated Council had made improvement gains in the important area of community engagement. Greater Dandenong scored 62, an improvement on last year’s score of 61 and an impressive 8 above the state average.

In 2016, Council again nominated to have a tailored question included in the survey, regarding perceptions of safety.  The response to the tailored question, “How safe do you feel walking alone in your local area after dark?” continued to have a positive response, with 47% of respondents stating that they feel safe or extremely safe.

Download Community Satisfaction Survey 2016 key findings and recommendations (PDF - 1.42MB) 

Performance measures

Greater Dandenong

Metro

Statewide

Overall performance

65 66 59

Community consultation
(community consultation and engagement)

62 58 54

Advocacy
(lobbying on behalf of the community)

61 56 53

Making community decisions
Decisions made in the interest of the community

61 59 54

Sealed local roads
Condition of sealed local roads

66 67 54

Customer service

76 73 69

Overall Council direction

61 55 51


2015 results

In 2015, residents rated Greater Dandenong’s performance well above the state average in all areas.

Council’s overall result was five points higher than the state average and two points higher than the average for the outer metropolitan area.

Customer Service continued to be a high performing area for Greater Dandenong Council, scoring 76 compared to the state average of 70.

Of particular note is the significant improvement in Council’s performance rating in relation to community consultation from 57 in 2014 to 61 in 2015. This is three points higher than the Metropolitan average and five points higher than the state average.

In 2015, Council nominated to have a tailored question included in the survey, regarding perceptions of safety. This question was included to inform reporting against Council Plan objectives, and also provide useful input to the development of community safety initiatives. The response to the tailored question “How safe do you feel walking alone in your local area after dark?” shows a significant increase from 40% in 2014 to 48% feeling safer in 2015.

Download Community Satisfaction Survey 2015 key findings and recommendations (PDF - 423KB) 

Performance measures

Greater Dandenong

Metro

Statewide

Overall performance

65 67 60

Community consultation
(community consultation and engagement)

61 58 56

Advocacy
(lobbying on behalf of the community)

61 58 55

Making community decisions
Decisions made in the interest of the community

62 59 55

Sealed local roads
Condition of sealed local roads

67 69 55

Customer service

76 73 70

Overall Council direction

65 56 53


2014 results

In 2014 residents rated Greater Dandenong’s performance well above the state average in all areas.

Council’s performance was measured against the 10 other Council’s in the outer metropolitan area. In all areas Greater Dandenong either outperformed or equalled the average results of its neighbours.

Council’s overall result was four points higher than the state average and two points higher than the average for the outer metropolitan area.

Customer Service continued to be a high performing area for Greater Dandenong Council, scoring 77 compared to the state average of 72.

These results were particularly pleasing considering 59 per cent of those surveyed indicated they had had some contact with Council in the past 12 months – up 7 points on last year.

Download Community Satisfaction Survey 2014 key findings and recommendations (PDF - 423KB)

Performance measures

Greater Dandenong

Outer Melbourne metro

Statewide

Overall performance

65 63 61

Community consultation
(community consultation and engagement)

57 57 57

Advocacy
(lobbying on behalf of the community)

62 56 56

Making community decisions
Decisions made in the interest of the community

61 58 57

Sealed local roads
Condition of sealed local roads

64 61 55

Customer service

77 73 72

Overall Council direction

63 57 53


2013 results

In 2013, 71 out of 79 Victorian councils participated in the survey. The City of Greater Dandenong ranked higher than its outer Melbourne metro counterparts and the state-wide average.

Council ranked 10 points higher than the state-wide average for overall council direction, and 7 points higher than the Outer Melbourne Metro group average of 56

Customer Service and advocacy were also high performing areas for Greater Dandenong. 

Performance measures

Greater Dandenong

Outer Melbourne metro

Statewide

Overall performance

63 62 60

Community consultation
(community consultation and engagement)

61 57 57

Advocacy
(lobbying on behalf of the community)

62 56 55

Customer service

76 72 71

Overall Council direction

63 56 53


Pre-2012 surveys

In 2012, when the State Government changed the survey methodology, Council opted not to participate and create a gap between a past methodology and the new format survey.

Further information about the survey, its methodology and an explanation of why the results cannot be compared to surveys earlier than 2012 is available on the Department of Planning and Community Development’s website.