greater bendigo community satisfaction survey 2016
TRANSCRIPT
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J00415 Community Satisfaction Survey 2016 Greater Bendigo City Council
Background and objectives
Survey methodology and sampling
Further information
Key findings & recommendations
Summary of findings Detailed findings
Key core measure: Overall performance
Key core measure: Customer service
Key core measure: Council direction indicators
Individual service areas
Detailed demographics
Appendix A: Detailed survey tabulations
Appendix B: Further project information
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Welcome to the report of results and recommendations for the 2016 State-wide LocalGovernment Community Satisfaction Survey for Greater Bendigo City Council.
Each year Local Government Victoria (LGV) coordinates and auspices this State-wideLocal Government Community Satisfaction Survey throughout Victorian local governmentareas. This coordinated approach allows for far more cost effective surveying than would
be possible if councils commissioned surveys individually.
Participation in the State-wide Local Government Community Satisfaction Survey isoptional and participating councils have a range of choices as to the content of thequestionnaire and the sample size to be surveyed, depending on their individualstrategic, financial and other considerations.
The main objectives of the survey are to assess the performance of Greater Bendigo CityCouncil across a range of measures and to seek insight into ways to provide improved ormore effective service delivery. The survey also provides councils with a means to fulfilsome of their statutory reporting requirements as well as acting as a feedbackmechanism to LGV.
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This survey was conducted by Computer Assisted Telephone Interviewing (CATI) as a representative randomprobability survey of residents aged 18+ years in Greater Bendigo City Council.
Survey sample matched to the demographic profile of Greater Bendigo City Council as determined by themost recent ABS population estimates was purchased from an accredited supplier of publicly available phonerecords, including up to 10% mobile phone numbers to cater to the diversity of residents within GreaterBendigo City Council, particularly younger people.
A total of n=400 completed interviews were achieved in Greater Bendigo City Council. Survey fieldwork wasconducted in the period of 1st February 30th March, 2016.
The 2016 results are compared with previous years, as detailed below:
Minimum quotas of gender within age groups were applied during the fieldwork phase. Post-survey weightingwas then conducted to ensure accurate representation of the age and gender profile of the Greater BendigoCity Council area.
Any variation of +/-1% between individual results and net scores in this report or the detailed surveytabulations is due to rounding. In reporting, denotes not mentioned and 0% denotes mentioned by less
than 1% of respondents. Net scores refer to two or more response categories being combined into one
category for simplicity of reporting.
2015, n=400 completed interviews, conducted in the period of 1st February 30th March. 2014, n=400 completed interviews, conducted in the period of 31st January 11th March. 2013, n=400 completed interviews, conducted in the period of 1st February 24th March. 2012, n=400 completed interviews, conducted in the period of 18 th May 30th June.
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J00415 Community Satisfaction Survey 2016 Greater Bendigo City Council
Within tables and index score charts throughout this report, statistically significant differences at the 95%confidence level are represented by upward directing blue and downward directing red arrows. Significancewhen noted indicates a significantly higher or lower result for the analysis group in comparison to the Total
result for the council for that survey question for that year. Therefore in the example below:
The state-wide result is significantly higher than the overall result for the council. The result among 50-64 year olds is significantly lower than for the overall result for the council.
Further, results shown in blue and red indicate significantly higher or lower results than in 2015. Therefore in
the example below:
The result among 35-49 year olds in the council is significantly higher than the result achieved among this groupin 2015.
The result among 18-34 year olds in the council is significantly lower than the result achieved among this group in2015.
54
57
58
60
67
66
50-64
35-49
Regional Centres
Greater Bendigo
18-34
State-wide
Overall Performance Index Scores (example extract only)
Note: For details on the calculations used to determine statistically significant differences, please refer toAppendix B.
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J00415 Community Satisfaction Survey 2016 Greater Bendigo City Council
Further Information
Further information about the report and explanations about the State-wide LocalGovernment Community Satisfaction Survey can be found inAppendix B, including:
Background and objectives
Margins of error
Analysis and reporting Glossary of terms
Contacts
For further queries about the conduct and reporting of the 2016 State-wide Local
Government Community Satisfaction Survey, please contact JWS Research on(03) 8685 8555.
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With the exception of Community Consultation and Making Decisions, coreperformance measures are lowerin 2016 than in all previous years surveys since2012. Ratings erosions began between the 2014 and 2015 surveys, but droppedmore precipitously in the past year. Measures dropped between five and eight indexpoints each.
As a result, Greater Bendigo lags behind average ratings for other Regional
Centres on four measures Overall Performance, Advocacy, Customer Service, andCouncil Direction.
By exception, Community Consultation increased one point from an index score of 52to 53 in the past year, while Making Community Decisions remained constant at 51.
Unfortunately, a decrease in positive ratings combined with an increase in negativeratings on most measures is responsible for declining index scores, rather than a shift
to the centre (more neutral ratings).
For example, 53% awarded Bendigo a rating of very good or good on OverallPerformance, 32% a rating of average, and 15% a rating of very poor or poor in 2015,compared to 36%, 38%, and 25% respectively in 2016.
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Whereas only 16% of residents believed Council Direction had deteriorated in 2015(19% improved, 60% stayed the same), 27% believe it has deteriorated this timearound (16% improved, 54% stayed the same).
Declines in ratings where they occur are largely driven by men , residents aged65+ and Eaglehawk residents. While most demographic and geographic groups rated
Overall Performance, Advocacy, Sealed Local Roads, Customer Service, and CouncilDirection lower in 2016, these groups experienced the sharpest ratings declines.
In general, geographic, generational, and gender differences exist within theGreater Bendigo City Council. In many instances, adults under the age of 50 rateCouncil highest on core measures, while men, residents over the age of 65 andEaglehawk residents rate Council lowest.
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The Overall Performance index score of 52 represents an eight point decline onthe 2015 results (60). Greater Bendigo lags the average for other Regional Centresby three points (55) and the State-wide average by seven points (59).
By way of illustration of demographic and geographic differences, residents aged 18to 34 (54, -9 from 2015) and residents aged 35 to 49 (55, -4) rate overallperformance highest. Conversely, Eaglehawk (51, -9 from 2015), men (51, -10),
residents aged 50 to 64 (51, -9), and residents aged 65+ (48, -10) rate Council lowest.Declines over the past year were significant among all of these groups with theexception of residents aged 35 to 49.
Whats more, as recently as 2014, residents over the age of 50 rated Council highest
for overall performance. They are now the lowest ranking group on this measure.
Overall Council Direction similarly experienced an eight point decline from 2015 to
2016 (52 to 44). Ratings are down 14 points from a high point of 58 in 2014. GreaterBendigo performs worst on Council Direction as compared to other core measures.
Again, the worst declines occurred among men (42, -12 from 2015) and residentsaged 65+ (39, -14 from 2015). Both were among the most favourable towards Councilon this measure just one year ago.
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Customer Service is the area where Greater Bendigo continues to perform moststrongly (index score of 63). One-quarter (25%) rate Councils Customer Service asvery good, with a further 31% rating Customer Service as good (20% average and
20% net poor).
In a change from most other measures, 50 to 64 year olds rate Council highest on thismeasure (residents aged 18 to 34 and 65+ and Eaglehawk residents rate them worst).
Greater Bendigo should pay extra attention to areas and cohorts where it isunderperforming in comparison with other areas and cohorts (residents over theage of 65, and Eaglehawk residents).
An approach we recommend is to further mine the survey data to better understandthe profile of these over and under-performing demographic groups. This can be
achieved via additional consultation and data interrogation, or self-mining the SPSSdata provided or via the dashboard portal available to the council.
A compl imentary personal br iefing by senior JWS Research representat ives is
also available to assis t in providing both explanation and interpretation of the
results. Please contact JWS Research on 03 8685 8555.
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J00415 Community Satisfaction Survey 2016 Greater Bendigo City Council
Higher results in 2016
Lower results in 2016
Most favourably disposedtowards Council
Least favourablydisposed towards
Council
None significant
Overall performance
Advocacy Sealed local roads
Customer service
Council Direction
18-34 year olds
35-49 year olds
65+ year olds
Eaglehawk residents
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J00415 Community Satisfaction Survey 2016 Greater Bendigo City Council
Performance Measures
Greater
Bendigo
2012
Greater
Bendigo
2013
Greater
Bendigo
2014
Greater
Bendigo
2015
Greater
Bendigo
2016
Regional
Centres
2016
State-
wide
2016
OVERALL
PERFORMANCE63 63 63 60 52 55 59
COMMUNITY
CONSULTATION(Community consultation andengagement)
55 57 57 52 53 52 54
ADVOCACY(Lobbying on behalf of thecommunity)
55 57 57 56 49 52 53
MAKING COMMUNITY
DECISIONS (Decisions madein the interest of the community) n/a n/a 59 51 51 51 54
SEALED LOCAL ROADS(Condition of sealed local roads)
n/a n/a n/a 61 56 54 54
CUSTOMER SERVICE74 75 75 71 63 70 69
OVERALL COUNCIL
DIRECTION 55 54 58 52 44 51 51
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Performance Measures
Greater
Bendigo
2016
vs
Greater
Bendigo
2015
vs
Regional
Centres
2016
vs State-
wide
2016
Highest
score
Lowest
score
OVERALL PERFORMANCE 528 points
lower3 points
lower7 points
lower35-49
year olds65+ year
olds
COMMUNITY CONSULTATION(Community consultation andengagement)
53 1 pointhigher
1 pointhigher
1 pointlower
35-49year olds
65+ yearolds
ADVOCACY(Lobbying on behalf of the community)
497 points
lower3 points
lower4 points
lower35-49
year oldsEaglehawk
MAKING COMMUNITY
DECISIONS (Decisions made in the
interest of the community)
51 Equal Equal3 points
lower18-34
year olds65+ year
olds
SEALED LOCAL ROADS(Condition of sealed local roads)
565 points
lower2 pointshigher
2 pointshigher
18-34year olds
Eaglehawk
CUSTOMER SERVICE 638 points
lower7 points
lower6 points
lower50-64
year olds18-34
year olds
OVERALL COUNCIL
DIRECTION44
8 pointslower
7 pointslower
7 pointslower
18-34year olds
65+ yearolds
J00415 C i S i f i S 2016 G B di Ci C il
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8
9
4
11
8
25
28
29
23
26
39
31
38
27
35
27
32
20
14
14
14
16
11
11
11
12
10
15
10
9
1
9
15
5
3
Overall Performance
Community Consultation
Advocacy
Making CommunityDecisions
Sealed Local Roads
Customer Service
% Very good Good Average Poor Very poor Can't say
Key Measures Summary Results
16 54 27 4Overall Council Direction
%Improved Stayed the same Deteriorated Can't say
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61
52
51
56
n/a
57
59
57
n/a
57
n/a
57
n/a
55
n/a
55
2015 2014 2013 2012
56
53
51
49
Sealed roads
Consultation & engagement
Community decisions
Lobbying
Base: All respondents. Councils asked state-wide: 69Note: Please see page 5 for explanation of significant differences
2016 Prior ity Area Performance
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Significantlyhigherth
anstate-wide
average
S
ignificantlylowerthanstate-wide
average
-None Applicable -Lobbying
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Significantlyhigherthangroup
average
Significantlylowerth
angroup
average
-None Applicable -Lobbying
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2016 Overall Performance
Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Greater Bendigo
City Council, not just on one or two issues, BUT OVERALL across all responsibility areas? Has it been very
good, good, average, poor or very poor?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7Note: Please see page 5 for explanation about significant differences . *Caution: small sample size < n=30
60
58
59
63
46
60
60
61
60
61
60
58
61
n/a
60
64
64
64
63
64
58
62
65
65
60
n/a
61
64
69
61
63
63
59
64
60
67
60
n/a
63
66
73
64
63
64
57
62
59
64
2015 2014 2013 2012
59
55
55
54
53*
53
52
52
51
51
51
48
State-wide
Regional Centres
35-49
18-34
Heathcote
Women
Greater Bendigo
Other
Eaglehawk
Men
50-64
65+
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J00415 Community Satisfaction Survey 2016 Greater Bendigo City Council
Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Greater Bendigo
City Council, not just on one or two issues, BUT OVERALL across all responsibility areas? Has it been very
good, good, average, poor or very poor?Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7
*Caution: small sample size < n=30
8
7
13
11
11
9
8
8
8
19
8
7
11
8
5
6
28
46
40
41
46
36
32
28
30
28
28
29
36
28
30
20
38
32
35
39
29
36
39
39
30
18
36
39
26
47
37
44
14
11
7
6
9
11
13
13
20
19
14
14
15
7
19
17
11
4
3
3
4
5
7
11
11
17
13
9
13
9
10
12
1
1
1
1
1
2
1
1
1
1
1
2
1
2016 Greater Bendigo
2015 Greater Bendigo
2014 Greater Bendigo
2013 Greater Bendigo
2012 Greater Bendigo
State-wide
Regional Centres
Other
Eaglehawk
Heathcote*
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2016 Overall Performance
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51%, down 13 points on 2015Overall contact withGreater Bendigo City
Council
Aged 18-49 yearsMost contact with Greater
Bendigo City Council
Aged 65+ years Eaglehawk
Least contact withGreater Bendigo CityCouncil
Index score of 63, down 8 points on 2015Customer Service rating
Aged 50-64 yearsMost satisfied w ithCustomer Service
Aged 18-34 years
Aged 65+ yearsLeast satisfied wi thCustomer Service
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64
36
59
41
59
41
58
42
51
49
TOTAL HAVE HAD CONTACT
TOTAL HAVE HAD NO CONTACT
2015 2014 2013 2012
Q5. Over the last 12 months, have you or any member of your household had any contact with Greater
Bendigo City Council? This may have been in person, in writing, by telephone conversation, by text message,
by email or via their website or social media such as Facebook or Twitter?
Base: All respondents. Councils asked state-wide: 52 Councils asked group: 4Note: Please see page 5 for explanation about significant differences
2016 Method of Contact
%
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46
74
71
70
69
71
68
71
73
76
78
67
73
75
n/a
72
72
75
75
75
78
77
80
69
84
74
n/a
71
74
75
73
75
77
83
81
75
51
76
n/a
71
74
74
75
74
74
76
78
67
72*
72
70
69
65
64
64
63
62
61*
61
59
Heathcote
50-64
Regional Centres
State-wide
Men
Other
35-49
Greater Bendigo
Women
Eaglehawk
65+
18-34
Q5c. Thinking of the most recent contact, how would you rate Greater Bendigo City Council for customer
service? Please keep in mind we do not mean the actual outcome but rather the actual service that was
received.
Base: All respondents who have had contact with Council in the last 12 months.
Councils asked state-wide: 69 Councils asked group: 7
Note: Please see page 5 for explanation about significant difference. *Caution: small sample size < n=30
2016 Customer Service Rating 2015 2014 2013 2012
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y y g y
25
36
38
40
36
30
31
24
31
38
28
22
2031
34
19
31
32
39
34
37
36
36
33
19
25
30
32
2826
35
37
20
17
10
16
15
17
17
20
23
23
16
24
2413
21
23
11
9
5
4
9
8
8
11
15
14
9
13
1614
5
7
9
6
6
4
3
6
6
9
11
10
8
810
5
12
3
1
1
1
2
2
4
7
46
3
2016 Greater Bendigo
2015 Greater Bendigo
2014 Greater Bendigo
2013 Greater Bendigo
2012 Greater Bendigo
State-wide
Regional Centres
Other
Eaglehawk*
Heathcote*
Men
Women
18-3435-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
Q5c. Thinking of the most recent contact, how would you rate Greater Bendigo City Council for customer
service? Please keep in mind we do not mean the actual outcome but rather the actual service that was
received.Base: All respondents who have had contact with Council in the last 12 months.
Councils asked state-wide: 69 Councils asked group: 7 *Caution: small sample size < n=30
2016 Customer Service Rating
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y y g y
54% stayed about the same, down 6 points on 2015
16% improved, down 3 points on 2015
27% deteriorated, up 11 points on 2015
Council Direction over last 12months
Aged 18-34 years
EaglehawkMost satisfied with Council
Direction
Aged 65+ years
MenLeast satisfied with Council
Direction
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31
53
53
52
31
48
50
52
53
53
49
54
53
53
n/a
55
58
63
59
58
57
56
63
57
59
53
n/a
54
43
55
53
54
54
48
52
55
63
52
n/a
55
71
50
56
55
55
53
56
55
57
51
51
51
50*
49
46
44
43
43
43
42
39
State-wide
Regional Centres
18-34
Heathcote
Eaglehawk
Women
Greater Bendigo
Other
35-49
50-64
Men
65+
Q6. Over the last 12 months, what is your view of the direction of Greater Bendigo City Councils overall
performance?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7
Note: Please see page 5 for explanation about significant differences*Caution: small sample size < n=30
2016 Overall Direction 2015 2014 2013 2012
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32
16
19
26
20
21
18
21
15
20
9
16
15
23
14
13
10
54
60
60
64
64
62
55
54
50
81
49
59
55
50
58
54
27
16
11
13
11
15
20
28
22
10
31
23
21
27
27
32
4
5
4
4
3
5
4
3
7
4
3
9
2
4
2016 Greater Bendigo
2015 Greater Bendigo
2014 Greater Bendigo
2013 Greater Bendigo
2012 Greater Bendigo
State-wide
Regional Centres
Other
Eaglehawk
Heathcote*
Men
Women
18-34
35-49
50-64
65+
% Improved Stayed the same Deteriorated Can't say
Q6. Over the last 12 months, what is your view of the direction of Greater Bendigo City Councils overall
performance?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7*Caution: small sample size < n=30
2016 Overall Direction
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34
43
48
54
56
52
52
53
53
51
51
52
53
59
55
58
57
57
58
56
n/a
59
57
55
59
66
54
58
57
57
57
58
n/a
57
56
58
61
60
55
58
57
55
55
55
n/a
55
49
60
57
59*
57
55
54
53
53
53
52
52
52
50
45
Heathcote
35-49
18-34
State-wide
Greater Bendigo
Other
Men
Regional Centres
Women
50-64
Eaglehawk
65+
Q2. How has Council performed on community consultation and engagement over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7
Note: Please see slide 5 for explanation about significant differences*Caution: small sample size < n=30
2016 Consul tation and Engagement Performance 2015 2014 2013 2012
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35
9
5
7
9
8
8
7
9
5
19
10
8
11
12
6
6
29
26
33
30
27
29
28
29
29
18
33
25
34
34
33
15
27
42
38
38
40
32
32
28
24
19
26
29
26
26
28
30
14
15
12
11
16
15
16
15
12
9
10
18
11
12
14
20
12
7
4
5
4
7
8
11
13
10
15
8
13
10
11
12
9
6
6
8
5
10
9
8
17
25
6
12
6
6
7
16
2016 Greater Bendigo
2015 Greater Bendigo
2014 Greater Bendigo
2013 Greater Bendigo
2012 Greater Bendigo
State-wide
Regional Centres
Other
Eaglehawk
Heathcote*
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
Q2. How has Council performed on community consultation and engagement over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7*Caution: small sample size < n=30
2016 Consultation and Engagement Performance
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36
55
55
52
56
56
59
56
56
56
56
57
52
56
n/a
55
58
58
59
57
57
57
58
53
52
55
n/a
52
56
57
61
57
54
58
61
60
58
55
n/a
54
54
55
60
55
51
57
54
54
63
53
52
52
51
50
50
49
49
48
47
46
46*
State-wide
Regional Centres
35-49
Women
Other
18-34
Greater Bendigo
50-64
Men
65+
Eaglehawk
Heathcote
Q2. How has Council performed on lobbying on behalf of the community over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7
Note: Please see slide 5 for explanation about significant differences*Caution: small sample size < n=30
2016 Lobbying Performance 2015 2014 2013 2012
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4
4
5
6
5
5
5
4
3
18
4
5
2
7
3
5
23
32
30
29
29
23
24
25
12
10
26
20
30
21
28
13
35
35
37
32
36
31
35
34
45
19
27
42
30
38
29
41
14
11
9
12
13
13
15
14
7
45
14
14
8
11
20
18
10
4
3
3
4
5
6
10
11
9
13
7
13
9
9
8
15
14
15
19
14
22
15
14
23
16
13
17
14
11
15
2016 Greater Bendigo
2015 Greater Bendigo
2014 Greater Bendigo
2013 Greater Bendigo
2012 Greater Bendigo
State-wide
Regional Centres
Other
Eaglehawk
Heathcote*
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
Q2. How has Council performed on lobbying on behalf of the community over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7*Caution: small sample size < n=30
2016 Lobbying Performance
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38
52
55
48
51
52
51
51
51
51
50
52
48
63
57
56
59
n/a
59
58
60
58
62
57
58
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
57
54
54
51
51
51
51
50
48
46
42
41*
18-34
State-wide
35-49
Greater Bendigo
Regional Centres
Other
Men
Women
50-64
Eaglehawk
65+
Heathcote
Q2. How has Council performed on decisions made in the interest of the community over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7
Note: Please see slide 5 for explanation about significant differences*Caution: small sample size < n=30
2016 Community Decisions Made Performance 2015 2014 2013 2012
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39
11
4
8
7
6
12
5
9
15
7
17
16
4
4
26
28
34
29
27
27
23
28
23
29
36
22
26
21
27
38
41
33
33
25
35
19
21
32
17
28
32
31
16
16
9
14
18
17
16
10
18
15
9
13
25
22
15
8
4
8
10
14
16
35
16
13
17
13
9
18
5
6
5
10
7
5
4
7
3
4
7
4
4
2016 Greater Bendigo
2015 Greater Bendigo
2014 Greater Bendigo
State-wide
Regional Centres
Other
Eaglehawk
Heathcote*
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
Q2. How has Council performed on decisions made in the interest of the community over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7*Caution: small sample size < n=30
2016 Community Decisions Made Performance
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40
64
60
61
61
63
61
65
55
55
55
68
45
n/a
n/a
n/a
n/a
n/a
n/a
n/a
55
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
60
58
57
56
55
55
55
54
54
54
52
52*
18-34
Men
Other
Greater Bendigo
Women
50-64
65+
State-wide
Regional Centres
35-49
Eaglehawk
Heathcote
Q2. How has Council performed on the condition of sealed local roads in your area over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7
Note: Please see slide 5 for explanation about significant differences*Caution: small sample size < n=30
2016 Sealed Local Roads Performance 2015 2014 2013 2012
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41
8
15
11
10
8
11
9
7
10
11
8
6
9
39
35
33
33
41
25
19
44
33
49
35
37
32
32
34
28
29
30
36
54
30
34
21
35
32
39
11
10
16
17
11
17
9
10
13
6
12
19
11
10
5
11
10
10
11
10
9
11
13
11
6
9
1
1
1
2016 Greater Bendigo
2015 Greater Bendigo
State-wide
Regional Centres
Other
Eaglehawk
Heathcote*
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
Q2. How has Council performed on the condition of sealed local roads in your area over the last 12 months?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7*Caution: small sample size < n=30
2016 Sealed Local Roads Performance
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48%52%
Men
Women
12%
17%
24%20%
27%18-24
25-34
35-4950-64
65+
Please note that for the reason of simplifying reporting, interlocking age and gender reporting has not
been included in this report. Interlocking age and gender analysis is still available in the dashboard
and data tables provided alongside this report.
S3. [Record gender] / S4. To which of the following age groups do you belong?
Base: All respondents. Councils asked state-wide: 69 Councils asked group: 7
Gender Age
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The survey was revised in 2012. As a result:
The survey is now conducted as a representative random probability survey of residents aged 18years or over in local councils, whereas previously it was conducted as a head of household
survey.
As part of the change to a representative resident survey, results are now weighted post survey to
the known population distribution of Greater Bendigo City Council according to the most recentlyavailable Australian Bureau of Statistics population estimates, whereas the results werepreviously not weighted.
The service responsibility area performance measures have changed significantly and the ratingscale used to assess performance has also changed.
As such, the results of the 2012 State-wide Local Government Community Satisfaction Survey shouldbe considered as a benchmark. Please note that comparisons should not be made with the State-wideLocal Government Community Satisfaction Survey results from 2011 and prior due to themethodological and sampling changes. Comparisons in the period 2012-2016 have been madethroughout this report as appropriate.
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DemographicActual survey
sample size
Weighted
base
Maximum margin of
error at 95% confidence
interval
Greater Bendigo City
Council400 400 +/-4.9
Men 182 193 +/-7.3
Women 218 207 +/-6.6
Other 337 344 +/-5.3
Eaglehawk 53 49 +/-13.6
Heathcote 10 7 +/-32.7
18-34 years 47 116 +/-14.4
35-49 years 74 97 +/-11.5
50-64 years 117 79 +/-9.1
65+ years 162 108 +/-7.7
The sample size for the 2016 State-wide Local Government Community Satisfaction Survey forGreater Bendigo City Council was n=400. Unless otherwise noted, this is the total sample base for allreported charts and tables.
The maximum margin of error on a sample of approximately n=400 interviews is +/-4.9% at the 95%confidence level for results around 50%. Margins of error will be larger for any sub-samples. As anexample, a result of 50% can be read confidently as falling midway in the range 45.1% - 54.9%.
Maximum margins of error are listed in the table below, based on a population of82,000 people aged18 years or over for Greater Bendigo City Council, according to ABS estimates.
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All participating councils are listed in the state-wide report published on the DELWP website. In 2016,69 of the 79 Councils throughout Victoria participated in this survey. For consistency of analysis andreporting across all projects, Local Government Victoria has aligned its presentation of data to usestandard council groupings. Accordingly, the council reports for the community satisfaction surveyprovide analysis using these standard council groupings. Please note that councils participating across2012-2016 vary slightly.
Council GroupsGreater Bendigo City Council is classified as a Regional Centres council according to the followingclassification list:
Metropolitan, Interface, Regional Centres, Large Rural & Small Rural
Councils participating in the Regional Centres group are: Greater Bendigo, Greater Geelong, GreaterShepparton, Latrobe, Mildura, Warrnambool and Wodonga.
Wherever appropriate, results for Greater Bendigo City Council for this 2016 State-wide LocalGovernment Community Satisfaction Survey have been compared against other participating councilsin the Regional Centres group and on a state-wide basis. Please note that council groupings changedfor 2015, and as such comparisons to council group results before that time can not be made within thereported charts.
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Index Scores
Many questions ask respondents to rate council performance on a five-point scale, for example, fromvery good to very poor, with cant say also a possible response category. To facilitate ease of
reporting and comparison of results over time, starting from the 2012 benchmark survey andmeasured against the state-wide result and the council group, an Index Score has been calculatedfor such measures.
The Index Score is calculated and represented as a score out of 100 (on a 0 to 100 scale), with cant
say responses excluded from the analysis. The % RESULT for each scale category is multiplied by
the INDEX FACTOR. This produces an INDEX VALUE for each category, which are then summed to
produce the INDEX SCORE, equating to 60 in the following example.
SCALE
CATEGORIES% RESULT INDEX FACTOR INDEX VALUE
Very good 9% 100 9
Good 40% 75 30
Average 37% 50 19
Poor 9% 25 2
Very poor 4% 0 0
Cant say 1% -- INDEX SCORE 60
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Similarly, an Index Score has been calculated for the Core question Performance direction in the last
12 months, based on the following scale for each performance measure category, with Cant say
responses excluded from the calculation.
SCALE CATEGORIES % RESULT INDEX FACTOR INDEX VALUE
Improved 36% 100 36
Stayed the same 40% 50 20Deteriorated 23% 0 0
Cant say 1% -- INDEX SCORE 56
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The test applied to the Indexes was an Independent Mean Test, as follows:
Z Score = ($1 - $2) / Sqrt (($3*2 / $5) + ($4*2 / $6))
Where:
$1 = Index Score 1
$2 = Index Score 2
$3 = unweighted sample count 1
$4 = unweighted sample count 1
$5 = standard deviation 1
$6 = standard deviation 2
All figures can be sourced from the detailed cross tabulations.
The test was applied at the 95% confidence interval, so if the Z Score was greater than +/- 1.954 thescores are significantly different.
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Core, Optional and Tailored Questions
Over and above necessary geographic and demographic questions required to ensure samplerepresentativeness, a base set of questions for the 2016 State-wide Local Government CommunitySatisfaction Survey was designated as Core and therefore compulsory inclusions for all participatingCouncils.
These core questions comprised:
Overall performance last 12 months (Overall performance) Lobbying on behalf of community (Advocacy)
Community consultation and engagement (Consultation)
Decisions made in the interest of the community (Making community decisions)
Condition of sealed local roads (Sealed local roads)
Contact in last 12 months (Contact)
Rating of contact (Customer service)
Overall council direction last 12 months (Council direction)
Reporting of results for these core questions can always be compared against other participatingcouncils in the council group and against all participating councils state-wide. Alternatively, somequestions in the 2016 State-wide Local Government Community Satisfaction Survey were optional.Councils also had the ability to ask tailored questions specific only to their council.
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Reporting
Every council that participated in the 2016 State-wide Local Government Community SatisfactionSurvey receives a customised report. In addition, the state government is supplied with a state-widesummary report of the aggregate results of Core and Optional questions asked across all council
areas surveyed.
Tailored questions commissioned by individual councils are reported only to the commissioning counciland not otherwise shared unless by express written approval of the commissioning council.
The overall State-wide Local Government Community Satisfaction Report is available athttp://www.delwp.vic.gov.au/local-government/strengthening-councils/council-community-satisfaction-survey.
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Core questions: Compulsory inclusion questions for all councils participating in the CSS.CSS: 2016 Victorian Local Government Community Satisfaction Survey.
Council group: One of five classified groups, comprising: metropolitan, interface, regional centres, large rural and
small rural.
Council group average: The average result for all participating councils in the council group.
Highest / lowest: The result described is the highest or lowest result across a particular demographic sub-group e.g.
men, for the specific question being reported. Reference to the result for a demographic sub-group being the highest or
lowest does not imply that it is significantly higher or lower, unless this is specifically mentioned.Index score: A score calculated and represented as a score out of 100 (on a 0 to 100 scale). This score is sometimes
reported as a figure in brackets next to the category being described, e.g. men 50+ (60).
Optional questions: Questions which councils had an option to include or not.
Percentages: Also referred to as detailed results, meaning the proportion of responses, expressed as a percentage.
Sample: The number of completed interviews, e.g. for a council or within a demographic sub-group.
Significantly higher / lower: The result described is significantly higher or lower than the comparison result based on
a statistical significance test at the 95% confidence limit. If the result referenced is statistically higher or lower then thiswill be specifically mentioned, however not all significantly higher or lower results are referenced in summary reporting.
State-wide average: The average result for all participating councils in the State.
Tailored questions : Individual questions tailored by and only reported to the commissioning council.
Weighting: Weighting factors are applied to the sample for each council based on available age and gender
proportions from ABS census information to ensure reported results are proportionate to the actual population of the
council, rather than the achieved survey sample.