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Penrith City Council
Community Satisfaction Research
Prepared by: Micromex Research
Date: May 2019
The information contained herein is believed to be reliable and accurate. However,
no guarantee is given as to its accuracy and reliability, and no responsibility or
liability for any information, opinions or commentary contained herein, or for any
consequences of its use, will be accepted by Micromex Research, or by any person
involved in the preparation of this report.
Table of Contents
Summary and Recommendations ........................................................................................... 4
Summary of Results – Quick Stats ................................................................................................... 5
Summary and Recommendations ................................................................................................. 6
Background and Methodology ................................................................................................ 7
Sample Profile .......................................................................................................................... 10
Key Findings ............................................................................................................................. 12
Overview (Overall satisfaction) .................................................................................................... 13
Overview (Overall quality of life) ................................................................................................. 14
Overview (Value for the rate dollar) ........................................................................................... 15
Overview (Top priority area for Council to focus on) ................................................................. 16
Comparison to the Micromex LGA Benchmark.......................................................................... 20
Section A – Overall Performance .......................................................................................... 31
Overall Satisfaction with Council ........................................................................................................ 32
Value for the Rate Dollar ..................................................................................................................... 33
Section B – Community Pride, Safety and Connectedness ................................................. 35
Most Valued Aspect of the Penrith Area ........................................................................................... 35
Agreement with Statements regarding the Penrith Area ................................................................. 36
Overall Quality of Life in Penrith .......................................................................................................... 38
Participation in/Attendance of Cultural Activities and Events ......................................................... 39
Council Community Centres ............................................................................................................... 41
Section C – Future Vision for the Area ................................................................................... 43
Top Challenge Facing Penrith in the Next 10 Years .......................................................................... 44
Awareness of State and Federal Government Projects ................................................................... 45
Support for State and Federal Government Projects........................................................................ 46
Section D – Customer Service ................................................................................................ 47
Contact with Council in the Past 12 Months ...................................................................................... 48
Information About Council Services ................................................................................................... 52
Council Social Media ........................................................................................................................... 53
Section E – Importance of, and Satisfaction with, Council Services & Facilities ................ 54
Use of Council Services in the Last 2 Years ......................................................................................... 94
Demographics ......................................................................................................................... 95
Appendix A – Additional Analysis .......................................................................................... 95
Appendix B – Questionnaire ................................................................................................... 95
Summary and
Recommendations
Penrith City Council
Community Research
May 2019 Page | 5
Summary of Results – Quick Stats
14.8% Council is trustworthy
9.3% Council communicates
well with residents
7.9% Opportunities for
residents to get involved
in decision making
6.3% Council listens to the
community’s needs
and expectations
of residents are at least
somewhat satisfied with the
overall performance of
Council over the last 12
months
Key Drivers of Overall Satisfaction with Council
30 out of 35
Residents are at least
moderately satisfied with
Council services/facilities
90%
The key mediums
used to access
information about
Council Services are
online sources
Social media
53%
(Most likely/likely)
Council website
53%
(Most likely/likely)
of residents strongly
agree/agree with the
statement ‘I am happy
living in Penrith’
of residents rate their
overall quality of life
as good to
‘excellent’
of those who contacted
Council were at least
somewhat satisfied with
the performance of staff
87%
83%
90%
of residents believe the
services provided by Council
are good to excellent value
for the rate dollar
64%
Penrith City Council
Community Research
May 2019 Page | 6
Summary and Recommendations
Summary
90% of Penrith City Council residents rate their overall quality of life as ‘good’ to ‘excellent’. 83% of residents
strongly agree/agree with the statement ‘I am happy living in Penrith’. The key areas residents most value
about living in the LGA include, the convenience of the location, the natural environment and
peacefulness of the region.
90% of residents are at least ‘somewhat satisfied’ with the performance of Council over the last 12 months.
Furthermore, 87% of those who had direct contact with Council were at least ‘somewhat satisfied’ with the
performance of staff. Residents are significantly more satisfied with both these measures in 2019, with results
returning to similar levels recorded in 2015.
With only 5 of the 35 service areas receiving moderately low levels of satisfaction, residents, for the most
part, are satisfied with Council’s delivery of services to the LGA
When asked the key challenges facing the LGA in the coming 10 years, the top 3 mentions centred on
issues relating to the growing population, including specifically, traffic congestion and ensuring
infrastructure can sufficiently service the growing population.
The Shapley Analysis has shown that the key drivers of overall resident satisfaction are centred on issues
pertaining community engagement. ‘Council is trustworthy’, ‘Council communicates well with residents’,
‘Council provides opportunities for residents to get involved in decision making’, ‘Council listens to the
community’s needs and expectations’ and ‘information on Council services and facilities’ account for
almost half of overall satisfaction with Council.
Recommendations
The 2019 research has highlighted positive results for Council across a range of key measures. With residents’
overall satisfaction with Council clearly driven by engagement, Council should look to assess/validate its
current processes in relation to a community engagement framework in order to further maintain and/or
strengthen community satisfaction.
Specifically:
1. Actively promote Council’s engagement principles
2. Look to communicate how Council decisions are made and the manner with which community
input has been incorporated into the process
3. Explore community expectations about the type of engagement the community want in planning
for the future of the region
4. Explore sustainable community service level expectations of Council’s services and facilities
If Council can better and more actively engage the community in these areas, there is the opportunity to
positively shift overall resident satisfaction with Council as a whole.
Background and
Methodology
Penrith City Council
Community Research
May 2019 Page | 8
Background and Methodology
Penrith City Council sought to examine community attitudes and perceptions towards current and future
services and facilities provided by Council. Key objectives of the research included:
Assessing and establishing the community’s priorities and satisfaction in relation to Council activities,
services, and facilities
Identifying the community’s overall level of satisfaction with Council’s performance
Identifying the community’s level of agreement with prompted statements surrounding
wellbeing/connectedness
Identifying methods of communication and engagement with Council
Identifying top priority areas for Council to focus on
Identifying community awareness/support for State and Federal Government projects in the LGA
To facilitate this, Micromex Research was contracted to develop a survey template that enabled Council
to effectively analyse attitudes and trends within the community.
Questionnaire
Micromex Research, together with Penrith City Council, developed the questionnaire.
A copy of the questionnaire is provided in Appendix B.
Data collection
The survey was conducted during the period 22nd March – 2nd April 2019 from 4:30pm to 8:30pm Monday
to Friday, and from 10am to 4pm Saturday.
Survey area
Penrith City Council Local Government Area.
Sample selection and error
A total of 551 resident interviews were completed.
445 of the 551 respondents were selected by means of a computer based random selection process using
the electronic White Pages and SamplePages. The remaining 106 respondents were ‘number harvested’
via face-to-face intercept at a number of areas around the Penrith City LGA, i.e. Penrith Train Station,
Penrith Festival, St Marys Train Station, Kingswood Train Station and Mulgoa Shopping Centre.
A sample size of 551 residents provides a maximum sampling error of plus or minus 4.2% at 95% confidence.
This means that if the survey was replicated with a new universe of N=551 residents, 19 times out of 20 we
would expect to see the same results, i.e. +/- 4.2%.
For the survey under discussion the greatest margin of error is 4.2%. This means, for example, that an answer
such as ‘yes’ (50%) to a question could vary from 46% to 54%.
The sample was weighted by age and gender to reflect the 2016 ABS Census data for the Penrith City
Council area.
Interviewing
Interviewing was conducted in accordance with the AMSRS (Australian Market and Social Research
Society) Code of Professional Behaviour.
Penrith City Council
Community Research
May 2019 Page | 9
Background and Methodology Prequalification
Participants in this survey were pre-qualified as being over the age of 18, and not working for, nor having
an immediate family member working for, Penrith City Council.
Data analysis
The data within this report was analysed using Q Professional.
Significance difference testing is a statistical test performed to evaluate the difference between two
measurements. To identify the statistically significant differences between the groups of means, ‘One-Way
Anova tests’ and ‘Independent Samples T-tests’ were used. ‘Z Tests’ were also used to determine
statistically significant differences between column percentages.
Within the report, ▲▼ and blue and red font colours are used to identify statistically significant differences
between groups, i.e., gender, age, ratepayer status, residential location and length of time lived in the
LGA.
Previously the research was conducted using an 11-point rating scale. For the purpose of comparison,
ratings have been recalculated to provide an indicative 5-point rating scale. As a rule, a change of
approximately +/- 0.30 is deemed significant.
Ratings questions
The Unipolar Scale of 1 to 5, where 1 was the lowest importance or satisfaction and 5 the highest
importance or satisfaction, was used in all rating questions.
This scale allowed us to identify different levels of importance and satisfaction across respondents.
Note: Only respondents who rated services/facilities a 4 or 5 in importance were asked to rate their
satisfaction with that service/facility.
Top Box Scores
References to top box scores (T2B/T3B) have been used to analyse ratings questions. Following is an
explanation:
Importance – Top 2 Box (Very important/Important)
Satisfaction – Top 3 Box (Very satisfied/Satisfied/Somewhat satisfied)
Agreement – Top 2 Box (Strongly agree/Agree)
Support – Top 2 Box (Very supportive/Supportive)
Likelihood – Top 2 Box (Most likely/Likely)
Percentages
All percentages are calculated to the nearest whole number and therefore the total may not exactly
equal 100%.
Micromex LGA Benchmark
Micromex has worked for over 90 LGAs in the last 10 years and conducted over 70 community satisfaction
surveys since 2016. We have compared Penrith City Council results against those of the developed Council
Benchmarks based on over 30,000 interviews.
Sample Profile
Penrith City Council
Community Research
May 2019 Page | 11
Sample Profile
Base: N = 551
A sample size of 551 residents provides a maximum sampling error of plus or minus 4.2% at 95% confidence. The sample
has been weighted by age and gender to reflect the 2016 ABS community profile of Penrith City Council.
Note: 2 respondents refused to answer language spoken, country of birth and disability status.
62%
11%
15%
12%
23%
29%
48%
92%
8%
97%
3%
33%
67%
74%
26%
10%
13%
16%
27%
21%
13%
51%
49%
0% 25% 50% 75% 100%
More than 10 years
6-10 years
3-5 years
6 months - 2 years
Rural Area
Release Area
Established Urban Area
Do not identify as having a disability
Identify as having a disability
Non Aboriginal/Torres Strait Islander
Aboriginal/Torres Strait Islander
Other
Australia
Do not speak a language other than English
Speak a language other than English
70+
60-69
50-59
35-49
25-34
18-24
Female
Male
Gender
Age
Country of birth
Language spoken
Aboriginal/Torres Islander status
Residential location
Time lived in the area
Disability status
Ratepayer status*
Key Findings
Penrith City Council
Community Research
May 2019 Page | 13
Key Findings
Overview (Overall satisfaction)
Summary
Overall, 90% of residents are at least somewhat satisfied with the performance of Council over the past 12
months. Residents are significantly more satisfied than in 2017, with results returning to similar levels recorded
in 2015 and 2013.
Comparisons with the Micromex LGA Metro Benchmark show Penrith City Council to be performing
marginally higher than the normative data.
Q4a. How would you rate the overall performance of Penrith City Council as an organisation over the past 12
months?
2019 2017 2015 2013
Mean rating 3.57▲ 3.26 3.56 3.58
Established
Urban Area Release Area Rural Area
Mean rating 3.59 3.68 3.38▼
Penrith City
Council
Micromex LGA
Metro
Benchmark
Mean rating 3.57 3.54
T3B Satisfaction 90% 89%
Scale: 1 = not at all satisfied, 5 = very satisfied
▲▼ = A significantly higher/lower level of satisfaction (by group)
3%
8%
32%
46%
11%
3%
7%
29%
53%▲
8%▼
0% 20% 40% 60%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
Penrith City Council N=551 Micromex LGA Metro Benchmark N=13,897
Penrith City Council
Community Research
May 2019 Page | 14
Key Findings
Overview (Overall quality of life)
Summary
90% of residents rated their overall quality of life in Penrith as ‘good’ to ‘excellent’. Whilst high, comparisons
with the Metro Benchmark show residents are significantly less satisfied than the normative data.
Q3b. How would you rate the overall quality of life in Penrith?
Penrith City
Council
Micromex Metro
Benchmark
Mean rating 4.61▼ 4.91
T3B Satisfaction 90% 92%
Overall Male Female 18-34 35-49 50-59 60-69 70+
Mean rating 4.61 4.64 4.57 4.51 4.61 4.60 4.80▲ 4.71
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Mean rating 4.52 4.68 4.69 4.58 4.62
Scale: 1 = very poor, 6 = excellent
▲▼ = A significantly higher/lower rating (by group)
Base: N=551
1%
1%
8%
33%
41%
16%
0% 10% 20% 30% 40% 50%
Very poor
Poor
Fair
Good
Very good
Excellent
Penrith City Council
Community Research
May 2019 Page | 15
Key Findings
Overview (Value for the rate dollar)
Summary
64% of residents believe the services provided by Penrith City Council are ‘good’ to ‘excellent’ value for
the rate dollar.
Q4b. Please tell me if you think that the services provided by Penrith City Council are good value for the rate dollar?
Overall Male Female 18-34 35-49 50-59 60-69 70+
Mean rating 3.75 3.79 3.72 3.87 3.73 3.44▼ 3.93 3.72
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Mean rating 3.89▲ 3.86 3.33▼ 3.85 3.69
Scale: 1 = very poor, 6 = excellent
▲▼ = A significantly higher/lower rating (by group)
Base: N=551
3%
8%
25%
42%
18%
4%
0% 10% 20% 30% 40% 50%
Very poor
Poor
Fair
Good
Very good
Excellent
Penrith City Council
Community Research
May 2019 Page | 16
Key Findings
Overview (Top priority area for Council to focus on)
Summary
Residents believe the top challenges facing Penrith over the next 10 years include ‘traffic congestion’
(22%), ‘managing population growth’ (19%) and ensuring ‘adequate infrastructure to cater for the growing
population’ (12%).
Q1b. What would you say is the top challenge facing Penrith in the next 10 years?
Word Frequency Tagging
Verbatim responses for this question were collated and entered into analytical software. This analysis ‘counts’ the number of times a
particular word or phrase appears and, based on the frequency of that word or phrase, a font size is generated. The larger the font,
the more frequently the word or sentiment is mentioned.
Base: N = 551 Note: For a complete list, please see Appendix A
2%
10%
2%
2%
4%
4%
6%
7%
9%
12%
19%
22%
0% 10% 20% 30%
Don't know/nothing
Other
Quality and quantity of local services and facilities
Employment opportunities
Development of the airport
Housing availability/affordability
Lack of parking
Infrastructure and maintenance of roads
Public transport
Infrastructure to cater for the growing population
Managing population growth/overcrowding/
overdevelopment
Traffic congestion
Penrith City Council
Community Research
May 2019 Page | 17
Key Findings
A core element of this community survey was the rating of 35 facilities/services in terms of Importance and
Satisfaction. The following analysis identifies the key importance and satisfaction trends when compared
to the 2017 research.
Note: In 2017 the research was conducted using an 11-point rating scale. For the purpose of comparison, ratings have
been recalculated to provide an indicative 5-point rating scale. As a rule, a change of approximately +/- 0.30 is
deemed significant.
Key Importance Trends
Compared to the previous research conducted in 2017, there were no significant increases in residents’
levels of importance.
There was, however, significant declines in residents’ level of importance placed on the following:
2019 2017
Library services 3.52 4.01
Provision of car parking 4.24 4.52
Scale: 1 = not at all important, 5 = very important
Key Satisfaction Trends
Over the same period there was an increase in residents’ levels of satisfaction across 3 of the comparable
23 services and facilities provided by Council, these were:
2019 2017
Library services 4.18 3.90
Local community festivals and events 3.67 3.32
Supporting local business and jobs 3.43 2.84
There was also a significant decline in residents’ level of satisfaction with 1 of the comparable services and
facilities, this included:
2019 2017
Household waste management 3.55 3.84
Scale: 1 = not at all satisfied, 5 = very satisfied
Penrith City Council
Community Research
May 2019 Page | 18
Key Findings Importance
The following services/facilities received the highest importance ratings:
Top 5 for Importance
Household waste management 4.70
Clean streets and public spaces 4.66
Infrastructure meets population needs 4.63
Managing Penrith’s future 4.61
Council is trustworthy 4.59
Ease of traffic flow 4.59
The following services/facilities received the lowest importance ratings:
Bottom 5 for Importance
Library services 3.52
Local community festivals and events 3.53
Pathways and cycleways 3.59
Services for Aboriginal or Torres Strait Islanders 3.63
Services for people from different cultural and language backgrounds 3.66
Scale: 1 = not at all important, 5 = very important
Satisfaction
The following services/facilities received the highest satisfaction ratings:
Top 5 for Satisfaction
Library services 4.18
Access to parks, reserves and open green spaces 3.78
Local community festivals and events 3.67
Condition of sports fields 3.63
Playgrounds meet play needs 3.61
The following services/facilities received the lowest satisfaction ratings:
Bottom 5 for Satisfaction
Ease of traffic flow 2.74
Provision of car parking 2.78
Infrastructure meets population needs 2.85
Council listens to the community’s needs and expectations 2.94
Council communicates well with residents 2.99
Scale: 1 = not at all satisfied, 5 = very satisfied
Penrith City Council
Community Research
May 2019 Page | 19
Key Findings The following table shows the hierarchy of the 35 services/facilities ranked by the top 2 box importance
ratings, as well as residents’ corresponding top 3 box satisfaction ratings. The service/facility ranked most
important by residents is ‘clean streets and public spaces’, with a top 2 box importance score of 95%. For
the most part, the majority of services/facilities provided by Council are deemed highly important, with
only 7 measures falling below a 70% T2B rating. This is why further analysis is needed to determine the
services/facilities that actually drive overall satisfaction with Council.
Clean streets and public spaces 95% 81%
Household waste management 94% 80%
Infrastructure meets population needs 91% 63%
Condition and safety of local roads 90% 79%
Condition of public spaces 90% 84%
Ease of traffic flow 90% 59%
Managing Penrith’s future 90% 80%
Clean natural areas 90% 88%
Council is trustworthy 89% 75%
Supporting local business and jobs 89% 85%
Access to public transport 86% 71%
Protection of bushland, natural environment and
wildlife 86% 80%
Access to parks, reserves and open green spaces 85% 92%
Council communicates well with residents 84% 67%
Council listens to the community’s needs and
expectations 84% 71%
Facilities provided in local parks, reserves and
open green spaces 80% 77%
Provision of car parking 79% 59%
Street and public space lighting 79% 85%
Council provides opportunities for residents to get
involved in decision making 77% 71%
Advocate community needs to all levels of
government 76% 77%
Access to shade and shelter in the City’s public
spaces 75% 80%
Information on council services and facilities 75% 82%
Playgrounds meet play needs 75% 84%
Disability services 74% 81%
Services for older residents 74% 81%
Condition of sports fields 72% 87%
Services for younger residents 72% 83%
Planning enhances natural characteristics 70% 79%
Availability of information about building
approvals 64% 72%
Companion animal control 63% 86%
Services for people from different cultural and
language backgrounds 60% 88%
Services for Aboriginal or Torres Strait Islanders 57% 86%
Pathways and cycleways 56% 83%
Local community festivals and events 54% 90%
Library services 53% 94%
Importance T2B Service/Facility (Ranked by importance)
Satisfaction T3B
Penrith City Council
Community Research
May 2019 Page | 20
Comparison to the Micromex LGA Benchmark
By charting residents’ top 2 importance scores against the 29 comparable LGA Benchmark scores we can
see that 11 service/facilities are equal to, if not more important than, Benchmark norms. For the remaining
services/facilities, residents have rated their importance lower than Benchmark norms.
Importance T2B – Penrith City Council Vs LGA Benchmark
*These services/facilities have been abbreviated, following are the full descriptions:
Opportunities to get involved in decision making
Protection of bushland, natural environment and wildlife
Services for people of different cultures/languages
Access to parks, reserves and open green spaces
Facilities in local parks/reserves/open green spaces
Availability of information about building approvals
40%
60%
80%
100%
Penrith City Council T2B Importance Micromex LGA Benchmark T2B Importance
Penrith City Council
Community Research
May 2019 Page | 21
40%
60%
80%
100%
Penrith City Council T3B Satisfaction Micromex LGA Benchmark T3B Satisfaction
Comparison to the Micromex LGA Benchmark
When viewing the results of the top 3 box satisfaction scores, Penrith City Council is performing above/equal
to the LGA Benchmark across a number of services/facilities. The table on the following page further
analyses the variance between Penrith City Council T3B satisfaction scores and Benchmark norms.
Satisfaction T3B – Penrith City Council Vs LGA Benchmark
*These services/facilities have been abbreviated, following are the full descriptions:
Planning enhances natural characteristics
Services for people of different cultures/languages
Opportunities to get involved in decision making
Access to parks, reserves and open green spaces
Availability of information about building approvals
Protection of bushland, natural environment and wildlife
Facilities in local parks/reserves/open green spaces
Penrith City Council
Community Research
May 2019 Page | 22
Comparison to the Micromex LGA Benchmark
The table below shows the variance between Penrith City Council’s top 3 box satisfaction scores and the
LGA Benchmark. We can see that for 14 of the comparable services/facilities, residents’ top 3 box scores
are higher than, or equal to the Benchmark score.
Service/Facility
Penrith City Council
T3B Satisfaction
Scores
LGA Benchmark T3B
Satisfaction Scores Variance
Pathways and cycleways 83% 70% 13%
Planning enhances natural characteristics 79% 69% 10%
Services for people from different cultural
and language backgrounds 88% 82% 6%
Managing Penrith’s future 80% 75% 5%
Condition and safety of local roads 79% 74% 5%
Council provides opportunities for residents
to get involved in decision making 71% 67% 4%
Information on council services and facilities 82% 78% 4%
Access to parks, reserves and open green
spaces 92% 91% 1%
Services for younger residents 83% 82% 1%
Availability of information about building
approvals 72% 71% 1%
Library services 94% 93% 1%
Clean natural areas (bushland, the Nepean
River and creeks) 88% 88% 0%
Supporting local business and jobs 85% 85% 0%
Local community festivals and events 90% 90% 0%
Condition of public spaces 84% 85% -1%
Companion animal control 86% 88% -2%
Provision of car parking 59% 62% -3%
Disability services 81% 85% -4%
Condition of sports fields 87% 91% -4%
Clean streets and public spaces 81% 85% -4%
Council listens to the community’s needs
and expectations 71% 76% -5%
Services for older residents 81% 87% -6%
Protection of bushland, natural environment
and wildlife 80% 87% -7%
Playgrounds meet play needs 84% 91% -7%
Council communicates well with residents 67% 76% -9%
Ease of traffic flow 59% 68% -9%
Access to public transport 71% 81% -10%
Household waste management 80% 94% -14%
Facilities provided in local parks, reserves
and open green spaces 77% 91% -14%
Penrith City Council
Community Research
May 2019 Page | 23
Key Findings
Identifying Priorities via Specialised Analysis (Explanation)
The specified research outcomes required us to measure both community importance and community
satisfaction with a range of specific service delivery areas. In order to identify core priorities, we undertook
a 2-step analysis process on the stated importance and rated satisfaction data, after which we conducted
a third level of analysis. This level of analysis was a Shapley Regression on the data in order to identify which
facilities and services are the actual drivers of overall satisfaction with Council.
By examining both approaches to analysis we have been able to:
1. Identify and understand the hierarchy of community priorities
2. Inform the deployment of Council resources in line with community aspirations
Step 1. Performance Gap Analysis (PGA)
PGA establishes the gap between importance and satisfaction. This is calculated by subtracting the top 3
satisfaction score from the top 2 importance score. In order to measure performance gaps, respondents
are asked to rate the importance of, and their satisfaction with, each of a range of different services or
facilities on a scale of 1 to 5, where 1 = low importance or satisfaction and 5 = high importance or
satisfaction. These scores are aggregated at a total community level.
The higher the differential between importance and satisfaction, the greater the difference is between the
provision of that service by Penrith City Council and the expectation of the community for that
service/facility.
In the table on the following page, we can see the 35 services and facilities that residents rated by
importance and then by satisfaction.
When analysing the performance gaps, it is expected that there will be some gaps in terms of resident
satisfaction. Those services/facilities that have achieved a performance gap of greater than 25% may be
indicative of areas requiring future optimisation.
Penrith City Council
Community Research
May 2019 Page | 24
Key Findings
When analysing performance gap data, it is important to consider both stated satisfaction and the
absolute size of the performance gap.
Performance Gap Ranking
Ranking Service/Facility Importance
T2 Box
Satisfaction
T3 Box
Performance
Gap
(Importance-
Satisfaction)
1 Ease of traffic flow 90% 59% 31%
2 Infrastructure meets population needs 91% 63% 28%
3 Provision of car parking 79% 59% 20%
4 Council communicates well with residents 84% 67% 17%
5 Access to public transport 86% 71% 15%
6
Clean streets and public spaces 95% 81% 14%
Household waste management 94% 80% 14%
Council is trustworthy 89% 75% 14%
9 Council listens to the community’s needs and
expectations 84% 71% 13%
10 Condition and safety of local roads 90% 79% 11%
11 Managing Penrith’s future 90% 80% 10%
12
Condition of public spaces 90% 84% 6%
Protection of bushland, natural environment and
wildlife 86% 80% 6%
Council provides opportunities for residents to get
involved in decision making 77% 71% 6%
15 Supporting local business and jobs 89% 85% 4%
16 Facilities provided in local parks, reserves and open
green spaces 80% 77% 3%
17 Clean natural areas 90% 88% 2%
18 Advocate community needs to all levels of
government 76% 77% -1%
19 Access to shade and shelter in the City’s public spaces 75% 80% -5%
20 Street and public space lighting 79% 85% -6%
21
Access to parks, reserves and open green spaces 85% 92% -7%
Information on council services and facilities 75% 82% -7%
Disability services 74% 81% -7%
Services for older residents 74% 81% -7%
25 Availability of information about building approvals 64% 72% -8%
26 Playgrounds meet play needs 75% 84% -9%
Planning enhances natural characteristics 70% 79% -9%
28 Services for younger residents 72% 83% -11%
29 Condition of sports fields 72% 87% -15%
30 Companion animal control 63% 86% -23%
31 Pathways and cycleways 56% 83% -27%
32 Services for people from different cultural and
language backgrounds 60% 88% -28%
33 Services for Aboriginal or Torres Strait Islanders 57% 86% -29%
34 Local community festivals and events 54% 90% -36%
35 Library services 53% 94% -41%
Penrith City Council
Community Research
May 2019 Page | 25
Key Findings
When we examine the largest performance gaps, we can identify that, for the most part, the
services/facilities have been rated as very highly in importance. Resident satisfaction for all of these areas
is between 59% and 81%, which indicates that their satisfaction for these measures is moderate.
Ranking Service/Facility Importance
T2 Box
Satisfaction
T3 Box
Performance
Gap
(Importance-
Satisfaction)
1 Ease of traffic flow 90% 59% 31%
2 Infrastructure meets population needs 91% 63% 28%
3 Provision of car parking 79% 59% 20%
4 Council communicates well with residents 84% 67% 17%
5 Access to public transport 86% 71% 15%
6
Clean streets and public spaces 95% 81% 14%
Household waste management 94% 80% 14%
Council is trustworthy 89% 75% 14%
9 Council listens to the community’s needs and
expectations 84% 71% 13%
10 Condition and safety of local roads 90% 79% 11%
The key outcomes of this analysis would suggest that, while there are opportunities to improve satisfaction
across a range of services/facilities, ‘ease of traffic flow’ is the area of least relative satisfaction.
Note: Performance gap is the first step in the process, we now need to identify comparative ratings across
all services and facilities to get an understanding of relative importance and satisfaction at an LGA level.
This is when we undertake step 2 of the analysis.
Penrith City Council
Community Research
May 2019 Page | 26
Key Findings Quadrant Analysis
Step 2. Quadrant Analysis
Quadrant analysis is often helpful in planning future directions based on stated outcomes. It combines the
stated importance of the community and assesses satisfaction with delivery in relation to these needs.
This analysis is completed by plotting the variables on x and y axes, defined by stated importance and
rated satisfaction. We aggregate the top 2 box importance scores and top 3 satisfaction scores for stated
importance and rated satisfaction to identify where the facility or service should be plotted. For these
criteria, the average stated top 2 box importance score was 78% and the average rated satisfaction score
was 79%. Therefore, any facility or service that received a mean stated importance score of ≥ 78% would
be plotted in the higher importance section and, conversely, any that scored < 78% would be plotted into
the lower importance section. The same exercise is undertaken with the satisfaction ratings above, equal
to or below 79%. Each service or facility is then plotted in terms of satisfaction and importance, resulting in
its placement in one of four quadrants.
Quadrant Analysis – Importance T2B Vs Satisfaction T3B
ImproveHigher importance, lower satisfaction
MaintainHigher importance, higher satisfaction
Imp
ort
an
ce
NicheLower importance, lower satisfaction
SatisfactionCommunity
Lower importance, higher satisfaction
Ease of traffic flow Infrastructure meets
population needs
Provision of car parking
Council communicates
well with residents
Access to public transport
Clean streets and public spaces
Household waste management
Council is
trustworthy
Council listens to the
community’s needs and
expectations
Condition and safety of local roads
Managing Penrith’s future
Condition of public spaces
Protection of bushland, natural
environment and wildlife
Council provides opportunities for residents to get
involved in decision making
Supporting local business and jobs
Facilities provided in local parks,
reserves and open green spaces
Clean natural areas
Advocate community needs
to all levels of government
Access to shade and shelter in the City’s public spaces
Street and public space lighting
Access to parks, reserves and
open green spaces
Information on council services
and facilities
Services for older residents/Disability services
Availability of information about
building approvals
Playgrounds meet play needs
Planning enhances natural
characteristics
Services for younger residents
Condition of sports fields
Provision of footpaths/cycleways
Maintenance of footpaths/
cycleways
Services for people from
different cultural and
language backgrounds
Services for Aboriginal or Torres Strait Islanders
Local community
festivals and events Library services
50%
60%
70%
80%
90%
100%
50% 60% 70% 80% 90% 100%
Penrith Council Average LGA Benchmark Average
\
Penrith City Council
Community Research
May 2019 Page | 27
Key Findings Explaining the 4 quadrants
Attributes in the top right quadrant, MAINTAIN, such as ‘clean streets and public spaces’, are Council’s
core strengths, and should be treated as such. Maintain, or even attempt to improve your position in these
areas, as they are influential and address clear community needs.
Attributes in the top left quadrant, IMPROVE, such as ‘children’s services’ are key concerns in the eyes of
your residents. In the vast majority of cases you should aim to improve your performance in these areas to
better meet the community’s expectations.
Attributes in the bottom left quadrant, NICHE, such as ‘availability of information about building approvals’,
are of a relatively lower priority (and the word ‘relatively’ should be stressed – they are still important). These
areas tend to be important to a particular segment of the community.
Finally, attributes in the bottom right quadrant, COMMUNITY, such as ‘information on Council services and
facilities’, are core strengths, but in relative terms they are deemed less overtly important than other directly
obvious areas. However, the occupants of this quadrant tend to be the sort of services and facilities that
deliver to community liveability, i.e. make it a good place to live.
Recommendations based only on stated importance and satisfaction have major limitations, as the actual
questionnaire process essentially ‘silos’ facilities and services as if they are independent variables, when
they are in fact all part of the broader community perception of council performance.
Residents’ priorities identified in stated importance/satisfaction analysis often tend to be in areas that are
problematic. No matter how much focus a council dedicates to the ‘condition and safety of local roads’,
it will often be found in the IMPROVE quadrant. This is because, perceptually, the condition of local roads
can always be better.
Furthermore, the outputs of stated importance and satisfaction analysis address the current dynamics of
the community, they do not predict which focus areas are the most likely agents to change the
community’s perception of Council’s overall performance.
Therefore, in order to identify how Penrith City Council can actively drive overall community satisfaction,
we conducted further analysis.
Step 3. The Shapley Value Regression
This model was developed by conducting specialised analysis from over 30,000 LGA interviews conducted
since 2005. In essence, it proved that increasing resident satisfaction by actioning the priorities they stated
as being important does not necessarily positively impact on overall satisfaction with the council. This
regression analysis is a statistical tool for investigating relationships between dependent variables and
explanatory variables.
In 2014, we revised the Shapley Regression Analysis to identify the directional contribution of key services
and facilities with regard to optimisers/barriers with Council’s overall performance.
What Does This Mean?
The learning is that if we only rely on the stated community priorities, we will not be allocating the
appropriate resources to the actual service attributes that will improve overall community satisfaction.
Using regression analysis, we can identify the attributes that essentially build overall satisfaction. We call the
outcomes ‘derived importance’.
Penrith City Council
Community Research
May 2019 Page | 28
Key Findings
Key Drivers of Satisfaction with Penrith City Council
The results in the chart below provide Penrith City Council with a complete picture of the intrinsic
community priorities and motivations, and identify what attributes are the key drivers of community
satisfaction.
The top 11 services/facilities account for almost 70% of overall satisfaction with Council. As such, the
remaining 24 attributes, comparatively, have only a lesser impact on the community’s satisfaction. So, while
all 35 service/facility areas are important, only a number of them are significant drivers of the community’s
overall satisfaction with Council.
These Top 11 Indicators Contribute to almost 70% of Overall Satisfaction with Council
The contributors to satisfaction are not to be misinterpreted as an indication of
current dissatisfaction
These 11 services/facilities are the key community priorities and by addressing these, Penrith City Council
will improve overall community satisfaction. The score assigned to each area indicates the percentage of
influence each attribute contributes to overall satisfaction with Council.
In the above chart, the ‘condition of public spaces’ contributes 3.6% towards overall satisfaction, while
‘Council is trustworthy’ (14.8%) is a far stronger driver, contributing more than four times as much to overall
satisfaction with Council.
3.6%
3.6%
3.7%
4.3%
4.8%
5.2%
5.4%
6.3%
7.9%
9.3%
14.8%
0% 5% 10% 15% 20%
Condition of public spaces
Infrastructure meets population needs
Advocate community needs to all levels of
government
Managing Penrith’s future
Information on council services and facilities
Condition and safety of local roads
Clean streets and public spaces
Council listens to the community’s needs and
expectations
Council provides opportunities for residents to get
involved in decision making
Council communicates well with residents
Council is trustworthy
Penrith City Council
Community Research
May 2019 Page | 29
Key Findings Clarifying Priorities
By mapping satisfaction against derived importance, it is apparent that there is room to elevate satisfaction
within the variables that fall in the ‘lower’ and ‘moderate satisfaction’ regions of the chart. If Penrith City
Council can address these core drivers, they will be able to improve resident satisfaction with their
performance.
Mapping Stated Satisfaction and Derived Importance
Identifies the Community Priority Areas
This analysis indicates that areas such as ‘information on Council services and facilities’, ‘clean streets and
public spaces’, ‘condition of public spaces’, ‘managing Penrith’s future’, ‘condition and safety of local
roads’, ‘Council is trustworthy’, ‘advocate community needs to all levels of government’ and ‘Council
provides opportunities for residents to get involved in decision making’ could possibly be targeted for
optimisation.
Furthermore, areas such as ‘infrastructure meets population needs’, ‘Council listens to the community’s
needs and expectations’ and ‘Council communicates well with residents’ are issues Council should be
looking to understand resident expectations and/or more actively inform/engage residents of Council’s
position and advocacy across these areas.
Moderate
satisfaction
3.00-3.59
Low
satisfaction
≤2.99
Condition of public spaces
Infrastructure meets population needs
Advocate community needs
to all levels of government
Managing Penrith’s future
Information on council services and facilities
Condition and safety of local roads
Clean streets and public spaces
Council listens to the community’s needs and expectations
Council provides opportunities for
residents to get involved in
decision making
Council communicates well with
residents
Council is trustworthy
2.80
3.00
3.20
3.40
3.60
3.0% 5.0% 7.0% 9.0% 11.0% 13.0% 15.0%
Derived importance
Sta
ted
sa
tisf
ac
tio
n
Penrith City Council
Community Research
May 2019 Page | 30
Key Findings Advanced Shapley Outcomes
The chart below illustrates the positive/negative contribution the key drivers provide towards overall
satisfaction. Some drivers can contribute both negatively and positively depending on the overall opinion
of the residents.
The scores on the negative indicate the contribution the driver makes to impeding transition towards
satisfaction. If we can address these areas we will see a lift in our future overall satisfaction results, as we
will positively transition residents who are currently ‘not at all satisfied’ towards being ‘satisfied’ with
Council’s overall performance.
The scores on the positive indicate the contribution the driver makes towards optimising satisfaction. If we
can address these areas we will see a lift in our future overall satisfaction results, as we will positively
transition residents who are currently already ‘somewhat satisfied’, towards being more satisfied with
Council’s overall performance.
Key Contributors to Barriers/Optimisers
Different levers address the different levels of satisfaction across the community
-5.2%
-5.9%
-6.9%
-4.5%
-0.9%
-3.4%
-0.9%
-2.0%
-2.8%
-1.9%
-1.6%
9.6%
3.4%
1.0%
1.8%
4.5%
1.8%
3.9%
2.2%
0.9%
1.7%
2.0%
-11.0%-9.0%-7.0%-5.0%-3.0%-1.0% 1.0% 3.0% 5.0% 7.0% 9.0% 11.0%
Council is trustworthy
Council communicates well with residents
Council provides opportunities for residents to get
involved in decision making
Council listens to the community’s needs and
expectations
Clean streets and public spaces
Condition and safety of local roads
Information on council services and facilities
Managing Penrith’s future
Advocate community needs to all levels of
government
Infrastructure meets population needs
Condition of public spaces
Optimisers
(51%)
Barriers
(49%)
Section A –
Overall Performance
Penrith City Council
Community Research
May 2019 Page | 32
Overall Satisfaction with Council Summary
Overall, 90% of residents are at least somewhat satisfied with the performance of Council over the past 12
months. Residents are significantly more satisfied than in 2017, with results returning to similar levels recorded
in 2015.
Residents located in a rural area were significantly less satisfied, whilst those who had lived in the area for
less than 10 years expressed a significantly higher level of satisfaction with Council’s performance.
Q4a. How would you rate the overall performance of Penrith City Council as an organisation over the past 12
months?
2019 2017 2015 2013
Mean rating 3.57▲ 3.26 3.56 3.58
Overall Male Female 18 - 34 35 - 49 50 - 59 60 - 69 70+
Mean rating 3.57 3.54 3.59 3.58 3.56 3.45 3.67 3.58
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Mean rating 3.59 3.68 3.38▼ 3.70▲ 3.48
Scale: 1 = not at all satisfied, 5 = very satisfied
▲▼ = A significantly higher/lower level of satisfaction (by group)
Base: N = 551
3%
7%
29%
53%
8%
0% 20% 40% 60%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
Penrith City Council
Community Research
May 2019 Page | 33
Value for the Rate Dollar
Summary
64% of residents believe the services provided by Penrith City Council are ‘good’ to ‘excellent’ value for
the rate dollar.
Residents located in an established urban area rated the value significantly higher, whilst those aged 50-
59 and those living in a rural area rated it significantly lower.
Q4b. Please tell me if you think that the services provided by Penrith City Council are good value for the rate dollar?
Overall Male Female 18-34 35-49 50-59 60-69 70+
Mean rating 3.75 3.79 3.72 3.87 3.73 3.44▼ 3.93 3.72
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Mean rating 3.89▲ 3.86 3.33▼ 3.85 3.69
Scale: 1 = very poor, 6 = excellent
▲▼ = A significantly higher/lower rating (by group)
Base: N = 551
3%
8%
25%
42%
18%
4%
0% 10% 20% 30% 40% 50%
Very poor
Poor
Fair
Good
Very good
Excellent
Section B –
Community Pride, Safety
and Connectedness
Penrith City Council
Community Research
May 2019 Page | 35
Most Valued Aspect of the Penrith Area
Summary
Residents of the Penrith LGA most value the location and proximity to the City/work/services/facilities (18%),
the natural environment (14%) and peacefulness of the area (11%).
Q1a. What do you value the most about the Penrith area?
Word Frequency Tagging
Verbatim responses for this question were collated and entered into analytical software. This analysis ‘counts’ the number of times a
particular word or phrase appears and, based on the frequency of that word or phrase, a font size is generated. The larger the font,
the more frequently the word or sentiment is mentioned.
Base: N = 551
Note: For the complete list of comments, please see Appendix A
3%
4%
4%
5%
5%
8%
8%
11%
14%
18%
0% 10% 20% 30%
Affordable housing/lifestyle
Do not value anything about the Penrith
area
Community spirit and engagement
Lifestyle/country-town feel/rural atmosphere
Close to familty/friends
Family friendly/friendly community
Access to quality services and facilities
Quiet/peaceful place to live
Natural environment with green, open
spaces/parks
Location - close to the city/work/services
and facilities
Penrith City Council
Community Research
May 2019 Page | 36
23%
15%
9%
8%
11%
11%
8%
6%
6%
6%
4%
5%
4%
1%
19%
6%
5%
5%
9%
2%
4%
2%
4%
5%
1%
3%
1%
1%
18%
30%
38%
35%
27%
34%
35%
34%
35%
23%
36%
30%
26%
24%
12%
16%
20%
25%
37%
28%
33%
31%
36%
52%
42%
52%
57%
65%
-100% -75% -50% -25% 0% 25% 50% 75% 100%
Agreement with Statements regarding the Penrith
Area
Summary
With the exception of ‘I am actively involved in my community’, residents expressed moderate to very high
agreement levels with all measures. Agreement was greatest for ‘I value the City’s natural environment
and heritage’, with 89% selecting the top 2 box.
Penrith City Council is performing on a par with 5 of the 6 comparable Metro Benchmark measures.
Residents rated the measure, ‘I am able to afford a house of a good standard in Penrith’ significantly higher
than the Benchmark normative data.
Q3a. In this section please rate your perceptions and experiences of your neighbourhood and Penrith as a place to
live. The scale is scale of 1-5, where 1 is strongly disagree and 5 is strongly agree.
Penrith City
Council
T2B
Metro
Benchmark
T2B
I value the City’s natural environment
and heritage
I am happy living in Penrith
I can get help from friends, family or
neighbours when needed
I feel safe in the City’s shopping centres
I can buy fresh fruit and vegetables in my
neighbourhood
I can travel to the services and facilities
that I need
I feel that cultural identity is valued and
celebrated
I feel safe in my neighbourhood
I feel part of my neighbourhood or
community
I am able to afford a house of a good
standard in Penrith
I have the services and facilities I need in
my area
I feel safe in the City’s parks, playgrounds
and reserves
Penrith and surrounding areas provide a
wide range of work opportunities
I am actively involved in my
community
89% N/A
83% N/A
82% 82%
78% N/A
75% N/A
71% N/A
65% N/A
68% 78%
62% 63%
64%▲ 33%
60% N/A
58% N/A
46% 42%
30% 42%
▲▼ = A significantly higher/lower level of agreement (compared to the Benchmark)
Penrith City Council
Community Research
May 2019 Page | 37
Agreement with Statements regarding the Penrith
Area
Compared to the 2017 research, residents expressed a significantly higher level of agreement with the
statements ‘I can travel to the services and facilities that I need’ and ‘I am actively involved in my
community’ and a significantly lower level of agreement with ‘I feel safe in my neighbourhood’.
Q3a. In this section I’d like to ask you a number of questions about your perceptions and experiences of your
neighbourhood and Penrith as a place to live. I’m going to read out some statements and I’d like you to rate
them on a scale of 1-5, where 1 is strongly disagree and 5 is strongly agree.
2019 2017 Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
I value the City’s natural environment
and heritage 4.50 4.36 4.51 4.50 4.42 4.62▲ 4.39 4.60 4.52
I am happy living in Penrith 4.34 N/A 4.32 4.37 4.22 4.40 4.27 4.51 4.47
I can get help from friends, family or
neighbours when needed 4.23 4.33 4.32▲ 4.13 4.35▲ 4.13 4.03 4.22 4.39
I feel safe in the City’s shopping centres 4.14 N/A 4.13 4.14 4.17 4.22 3.97 4.13 4.07
I can buy fresh fruit and vegetables in
my neighbourhood 4.09 N/A 4.06 4.12 4.23▲ 4.08 4.05 3.98 3.83
I can travel to the services and facilities
that I need 3.92 N/A 3.91 3.94 4.08▲ 3.86 3.79 3.96 3.73
I feel that cultural identity is valued and
celebrated 3.85▲ 3.55 3.90 3.80 3.83 3.86 3.70 4.10▲ 3.80
I feel safe in my neighbourhood 3.85▼ 4.17 3.84 3.86 3.82 3.82 3.69 4.05 4.00
I feel part of my neighbourhood or
community 3.75 3.70 3.83 3.67 3.64 3.82 3.62 3.90 3.98
I am able to afford a house of a good
standard in Penrith 3.72 N/A 3.73 3.72 3.32▼ 3.85 3.80 4.15▲ 4.08▲
I have the services and facilities I need
in my area 3.67 N/A 3.64 3.70 3.81▲ 3.61 3.46 3.83 3.50
I feel safe in the City’s parks,
playgrounds and reserves 3.59 3.63 3.59 3.60 3.62 3.67 3.52 3.53 3.51
Penrith and surrounding areas provide
a wide range of work opportunities 3.35 N/A 3.41 3.29 3.37 3.22 3.45 3.55 3.25
I am actively involved in my community 2.82▲ 2.40 2.87 2.77 2.73 3.04▲ 2.67 2.78 2.85
Established
Urban Area
Release
Area
Rural
Area
Less than
10 years
More
than 10
years
I value the City’s natural environment and heritage 4.49 4.54 4.49 4.51 4.50
I am happy living in Penrith 4.29 4.36 4.41 4.30 4.37
I can get help from friends, family or neighbours when
needed 4.25 4.18 4.23 4.06 4.33▲
I feel safe in the City’s shopping centres 4.18 4.19 3.98▼ 4.15 4.13
I can buy fresh fruit and vegetables in my neighbourhood 4.15 4.07 3.99 4.05 4.11
I can travel to the services and facilities that I need 4.10▲ 3.94 3.55▼ 4.02 3.87
I feel that cultural identity is valued and celebrated 3.82 3.89 3.85 3.94 3.79
I feel safe in my neighbourhood 3.75 3.79 4.11▲ 3.73 3.92
I feel part of my neighbourhood or community 3.72 3.77 3.79 3.72 3.77
I am able to afford a house of a good standard in Penrith 3.54▼ 3.91▲ 3.87 3.79 3.69
I have the services and facilities I need in my area 3.84▲ 3.74 3.23▼ 3.81▲ 3.59
I feel safe in the City’s parks, playgrounds and reserves 3.59 3.72 3.44 3.64 3.56
Penrith and surrounding areas provide a wide range of
work opportunities 3.31 3.34 3.47 3.31 3.38
I am actively involved in my community 2.81 2.90 2.74 2.85 2.81
Scale: 1 = strongly disagree, 5 = strongly agree
▲▼ = A significantly higher/lower level of agreement (by group)
Penrith City Council
Community Research
May 2019 Page | 38
Overall Quality of Life in Penrith
Summary
90% of residents rated their overall quality of life in Penrith as ‘good’ to ‘excellent’. Whilst high, comparisons
with the Metro Benchmark show residents are less satisfied than the normative data.
Residents aged 60-69 rated their overall quality of life significantly higher.
Q3b. How would you rate the overall quality of life in Penrith?
Penrith City
Council
Micromex Metro
Benchmark
Mean rating 4.61▼ 4.91
T3B Satisfaction 90% 92%
Overall Male Female 18-34 35-49 50-59 60-69 70+
Mean rating 4.61 4.64 4.57 4.51 4.61 4.60 4.80▲ 4.71
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Mean rating 4.52 4.68 4.69 4.58 4.62
Scale: 1 = very poor, 6 = excellent
▲▼ = A significantly higher/lower rating (by group)
Base: N=551
1%
1%
8%
33%
41%
16%
0% 10% 20% 30% 40% 50%
Very poor
Poor
Fair
Good
Very good
Excellent
Penrith City Council
Community Research
May 2019 Page | 39
Participation in/Attendance of Cultural Activities and
Events
Summary
79% of residents participate in/attend cultural activities and events, with festivals (53%), concerts (51%) and
theatres (49%) most prominent.
Female residents in 2019 were significantly more likely to have attended concerts, theatres, regional
galleries and art exhibitions and participated in craft groups.
Residents residing in release areas and those who have lived in the area for less than 10 years were
significantly more likely to have attended ‘festivals’.
Compared to 2017, residents are less likely to have participated in/attended cultural activities and events.
Q4c. Do you participate in or attend cultural activities and events such as the following?
13%
21%
16%
33%
36%
57%
61%
63%
2%
21%
8%
16%
25%
31%
49%
51%
53%
0% 20% 40% 60% 80%
Can’t say/don’t know
None of these
Other
Craft groups
Art exhibitions
Regional galleries
Theatres
Concerts
Festivals
2019 N=551 2017 N=530
Penrith City Council
Community Research
May 2019 Page | 40
Participation in/Attendance of Cultural Activities and
Events
Q4c. Do you participate in or attend cultural activities and events such as the following?
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Festivals 53% 53% 53% 68%▲ 51% 44% 30%▼
Concerts 55%▲ 46% 58%▲ 50% 48% 49% 39%▼
Theatres 54%▲ 44% 45% 49% 56% 56% 43%
Regional galleries 36%▲ 25% 25% 28% 37% 38% 37%
Art exhibitions 29%▲ 20% 24% 21% 25% 33% 28%
Craft groups 20%▲ 11% 17% 15% 14% 17% 13%
Other 10% 7% 7% 7% 7% 13% 11%
None of these 15% 27%▲ 20% 15%▼ 24% 25% 33%▲
Can’t say/don’t know 2% 2% 1% 2% 4% 1% 1%
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Festivals 53% 62%▲ 42%▼ 62%▲ 48%
Concerts 54% 51% 45% 55% 49%
Theatres 51% 51% 43% 45% 52%
Regional galleries 34% 29% 26% 28% 32%
Art exhibitions 28% 24% 20% 25% 25%
Craft groups 18% 15% 12% 16% 15%
Other 9% 7% 9% 8% 8%
None of these 21% 15%▼ 28% 17% 23%
Can’t say/don’t know 0%▼ 4%▲ 3% 1% 2%
▲▼ = A significantly higher/lower percentage (by group)
Penrith City Council
Community Research
May 2019 Page | 41
Council Community Centres
Summary
80% of residents are aware of Council’s community centres available for hire. Residents who have lived in
the area for more than 10 years expressed a significantly higher level of awareness.
61% of residents were at least somewhat likely to consider using the community centres for future parties,
meetings and group activities, with those aged 35-49, those from new release areas and newer residents
(lived in LGA for less than 10 years) significantly more likely.
For those likely to use the community centres, residents were most interested in using them for birthday
parties (20%) or group activities (15%).
Q6a. Council has 39 community centres available for hire to the community for parties, meetings and group
activities. Are you aware that you can hire Council’s community centres?
Base: N=551
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Aware 81% 79% 76% 84% 81% 84% 75%
Established
Urban
Area
Release
Area
Rural
Area
Less
than 10
years
More
than 10
years
Aware 78% 83% 79% 75% 83%▲
▲▼ = A significantly higher/lower percentage (by group)
Yes
80%
No
20%
Penrith City Council
Community Research
May 2019 Page | 42
Council Community Centres
Q6b. How likely are you to consider using Council's community centres for your parties, meetings and group
activities?
Overall Male Female 18-34 35-49 50-59 60-69 70+
Mean ratings 2.77 2.76 2.78 2.91 3.05▲ 2.72 2.42▼ 2.04▼
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Mean ratings 2.74 3.00▲ 2.54▼ 3.04▲ 2.61
Scale: 1 = not at all likely, 5 = extremely likely
▲▼ = A significantly higher/lower rating (by group)
Base: N=551
Q6c. (Of those who answered very likely/likely to Q6b), what type of activity are you likely to consider holding at a
community centre?
Base: N=132
1%
19%
19%
38%
14%
9%
0% 10% 20% 30% 40% 50%
Don't know
Not at all likely
Not very likely
Somewhat likely
Very likely
Extremely likely
7%
41%
51%
63%
82%
0% 20% 40% 60% 80% 100%
Other
Wedding celebration (including engagement)
Community group meeting
Group activity
Birthday party
Section C –
Future Vision for the Area
Penrith City Council
Community Research
May 2019 Page | 44
Top Challenge Facing Penrith in the Next 10 Years
Summary
Residents believe the top challenges facing Penrith over the next 10 years include ‘traffic congestion’
(22%), ‘managing population growth’ (19%) and ensuring ‘adequate infrastructure to cater for the growing
population’ (12%).
Q1b. What would you say is the top challenge facing Penrith in the next 10 years?
Word Frequency Tagging
Verbatim responses for this question were collated and entered into analytical software. This analysis ‘counts’ the number of times a
particular word or phrase appears and, based on the frequency of that word or phrase, a font size is generated. The larger the font,
the more frequently the word or sentiment is mentioned.
Base: N = 551 Note: For a complete list, please see Appendix A.
2%
10%
2%
2%
4%
4%
6%
7%
9%
12%
19%
22%
0% 10% 20% 30%
Don't know/nothing
Other
Quality and quantity of local services and
facilities
Employment opportunities
Development of the airport
Housing availability/affordability
Lack of parking
Infrastructure and maintenance of roads
Public transport
Adequate infrastructure to cater for the growing
population
Managing population growth/overcrowding/
overdevelopment
Traffic congestion
Penrith City Council
Community Research
May 2019 Page | 45
Awareness of State and Federal Government
Projects
Summary
At least three quarters of residents were aware of the Western Sydney Airport construction, RMS road
network and intersection upgrades and North South Rail Link construction. Awareness of the Western
Sydney City Deal was significantly lower, with only 33% of residents aware.
Residents aged 60-69 and residents who have lived in the area for more than 10 years were significantly
more aware of the North South Rail Link, RMS road network and intersection upgrades and the Western
Sydney City Deal.
Q5a. Penrith’s future is being supported by state and federal funding to help deliver smart and responsible growth.
Are you aware of the following state and federal projects that will impact life in Penrith?
Base: N = 551
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Western Sydney Airport 95% 98% 95% 95% 99% 100% 97%
North South Rail Link 71% 81%▲ 65%▼ 69%▼ 89%▲ 92%▲ 91%▲
RMS major State road 86% 90% 80%▼ 93%▲ 91% 96%▲ 89%
Western Sydney City Deal unites
Federal, State and Local
governments to focus on the most
important projects in our new region
29% 38%▲ 25%▼ 27% 46%▲ 45%▲ 41%
Established
Urban Area
Release
Area
Rural
Area
Less
than 10
years
More
than 10
years
Western Sydney Airport 96% 97% 97% 97% 96%
North South Rail Link 74% 75% 83% 66% 83%▲
RMS major State road 87% 88% 92% 84% 91%▲
Western Sydney City Deal unites Federal, State
and Local governments to focus on the most
important projects in our new region
32% 28% 42%▲ 25% 38%▲
▲▼ = A significantly higher/lower percentage (by group)
96%
88%
76%
33%
4%
12%
24%
67%
0% 20% 40% 60% 80% 100%
Western Sydney Airport construction is underway
and set to open in 2026
RMS major State road network and intersection
upgrades currently including the M4 Motorway,
the Great Western Highway, Mamre Road, and
the Northern Road
North South Rail Link is a new rail line which will
connect St Marys to the Badgery Creek
Aerotropolis and Western Sydney Airport
Western Sydney City Deal unites Federal, State
and Local governments to focus on the most
important projects in our new region
Yes No
Penrith City Council
Community Research
May 2019 Page | 46
Support for State and Federal Government Projects
Summary
Residents are most supportive of RMS major State road network and intersection upgrades, with 83%
selecting the top 2 box (very supportive/supportive). Support for the North South Rail Link and Western
Sydney Airport constructions was also high, with at least 70% supportive or very supportive.
Support for the Western Sydney City Deal was moderately high, with 57% of residents supportive or very
supportive. Whilst support for this initiative was lower, this is perhaps the product of significantly lower levels
of awareness.
Q5b. How supportive are you of these projects?
2019
N=551
4.37
4.21
3.96
3.85
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
RMS major State road network and
intersection upgrades 4.27 4.48▲ 4.24▼ 4.50▲ 4.44 4.38 4.35
North South Rail Link 4.07 4.35▲ 4.19 4.26 4.17 4.21 4.15
Western Sydney Airport construction 3.76 4.18▲ 4.03 4.08 3.91 3.86 3.64▼
Western Sydney City Deal 3.81 3.90 3.81 3.91 3.88 3.96 3.67
Established
Urban Area
Release
Area
Rural
Area
Less than
10 years
More than 10
years
RMS major State road network and intersection
upgrades 4.31 4.46 4.39 4.38 4.37
North South Rail Link 4.17 4.22 4.26 4.33▲ 4.13
Western Sydney Airport construction 3.89 4.21▲ 3.80 4.21▲ 3.82
Western Sydney City Deal 3.83 3.83 3.94 3.89 3.83
Scale: 1 = not at all supportive, 5 = very supportive
▲▼ = A significantly higher/lower rating (by group)
Note: ‘Don’t know’ responses were excluded from the mean rating.
15%
1%
2%
3%
2%
7%
3%
1%
6%
4%
3%
4%
20%
18%
15%
9%
31%
27%
28%
27%
26%
43%
50%
56%
0% 25% 50% 75% 100%
Western Sydney City Deal unites Federal, State and
Local governments to focus on the most important
projects in our new region
Western Sydney Airport
North South Rail Link
RMS major State road network and intersection
upgrades
Don't know Not at all supportive Not very supportive
Somewhat supportive Supportive Very supportive
Section D –
Customer Service
Penrith City Council
Community Research
May 2019 Page | 48
Contact with Council in the Past 12 Months
Summary
54% of residents had contacted Council in the past 12 months, with residents aged 35-49 significantly more
likely to have made contact.
Residents were most likely to have contacted Council via phone (76%).
87% of residents were at least somewhat satisfied with their contact with Council, which is significantly
higher than in 2017 and returning to levels recorded in 2015.
Q9a. Have you had any contact with Council staff in the past 12 months?
Base: N=551
2019 2017 2015
Yes 54% 50% 52%
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Yes 55% 53% 47%▼ 63%▲ 52% 58% 50%
Established
Urban Area
Release
Area Rural Area
Less than 10
years
More than 10
years
Yes 49% 57% 58% 54% 54%
▲▼ = A significantly higher/lower percentage (by group)
Yes
54%No
45%
Don’t know/can’t
say
1%
Penrith City Council
Community Research
May 2019 Page | 49
Contact with Council in the Past 12 Months
Q9b. How did you contact Council?
Base: N=296
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Phone 79% 73% 87%▲ 78% 68% 66% 61%▼
In person 25% 34% 11%▼ 28% 35% 51%▲ 49%▲
Email 12% 16% 14% 14% 18% 11% 12%
Online forms 8% 12% 15% 11% 5% 7% 3%
Letter 2% 11%▲ 3% 5% 12% 4% 13%
Social media 3% 1% 4% 2% 0% 2% 0%
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Phone 74% 84%▲ 69% 85%▲ 70%
In person 29% 19%▼ 42%▲ 24% 32%
Email 17% 6%▼ 18% 12% 15%
Online forms 10% 8% 11% 11% 9%
Letter 4% 3% 14%▲ 3% 8%
Social media 1% 4% 2% 5%▲ <1%
▲▼ = A significantly higher/lower percentage (by group)
2%
6%
10%
14%
29%
76%
0% 20% 40% 60% 80%
Social media
Letter
Online forms
In person
Phone
Penrith City Council
Community Research
May 2019 Page | 50
Contact with Council in the Past 12 Months
Q9c. Overall, how satisfied were you with your contact with Council?
2019 2017 2015
Mean rating 3.94▲ 3.49 3.89
Male Female 18-34 35-49 50-59 60-69 70+
Mean rating 4.03 3.85 4.07 3.77 3.87 4.03 4.10
Established
Urban Area Release Area Rural Area
Less than 10
years
More than 10
years
Mean rating 4.14▲ 4.03 3.47▼ 4.04 3.88
Scale: 1 = not at all satisfied, 5 = very satisfied
▲▼ = A significantly higher/lower satisfaction (by group)
Base: N=296
7%
6%
16%
27%
44%
0% 10% 20% 30% 40% 50%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
Penrith City Council
Community Research
May 2019 Page | 51
Contact with Council in the Past 12 Months
Q9c. Overall, how satisfied were you with your contact with Council?
Q9d. (If not at all/not very satisfied), why do you say that?
Count
Poor/lack of communication/slow response times 8
Dissatisfied with the issue, not the customer service specifically 7
Issue has not been resolved/no one took responsibility 7
Staff were dismissive/lack of concern for my issue 7
Unhelpful, rude staff 5
Unsatisfied with outcome/response 4
Did not receive enough notice of action 3
Misleading/incorrect information provided 2
Process was more difficult than it needed to be 2
Staff were not knowledgeable/inconsistent information 2
Extreme fees for late payment 1
Prefer not to say 1
Rates are too high for the service we receive 1
Staff did not have authority to assist with the issue 1
Was not notified of the Council by-election 1
Penrith City Council
Community Research
May 2019 Page | 52
Information About Council Services
Summary
Residents are most likely to access information about Council services via Council’s website and social
media, with over 50% selecting the top 2 box for these mediums.
Cut through of the remaining channels is significantly lower, with fewer than a third selecting the top 2 box
for Council brochures and posters, newspapers, radio and the Council Community Newsletter.
Q7. How likely are you to use the following mediums to get information about Council services?
2019
N=551
3.33
3.27
2.74
2.66
2.56
2.37
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Council’s website 3.50▲ 3.14 3.39 3.77▲ 3.33 3.11 2.12▼
Social media 3.49▲ 3.03 4.00▲ 3.55▲ 2.72▼ 2.45▼ 1.93▼
Council brochures and posters 2.82 2.66 2.52▼ 2.90 2.62 3.09▲ 2.78
Newspapers 2.66 2.65 2.24▼ 2.61 2.70 3.23▲ 3.44▲
Radio 2.60 2.51 2.53 2.56 2.44 2.79 2.50
Council Community Newsletter 2.34 2.40 2.04▼ 2.52 2.54 2.71▲ 2.36
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Council’s website 3.23 3.61▲ 3.15 3.58▲ 3.17
Social media 3.29 3.57▲ 2.84▼ 3.76▲ 2.96
Council brochures and posters 2.79 2.67 2.72 2.83 2.68
Newspapers 2.86▲ 2.30▼ 2.68 2.40 2.81▲
Radio 2.54 2.53 2.62 2.59 2.54
Council Community Newsletter 2.38 2.34 2.39 2.48 2.30
Scale: 1 = not at all likely, 5 = most likely
▲▼ = A significantly higher/lower rating (by group)
41%
34%
36%
25%
23%
21%
16%
18%
15%
18%
11%
11%
19%
20%
16%
27%
13%
15%
14%
14%
14%
19%
22%
21%
10%
14%
19%
11%
31%
32%
0% 25% 50% 75% 100%
Council Community
Newsletter
Radio
Newspapers
Council brochures and posters
Social media
Council’s website
1 - Not at all likely 2 3 4 5 - Most likely
Penrith City Council
Community Research
May 2019 Page | 53
Council Social Media
Summary
29% of residents follow Council’s Facebook page and 6% follow Council’s Instagram account.
Older residents were significantly less likely to follow Council’s Facebook page.
Q8. Do you follow any of the following Council social media accounts?
Base: N=551
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Facebook 33% 25% 41%▲ 32% 19%▼ 16%▼ 10%▼
Instagram 7% 4% 8% 5% 4% 5% 1%
YouTube 5% 5% 4% 7% 5% 6% 4%
LinkedIn 5% 4% 4% 5% 6% 3% 1%
Twitter 1% 2% 2% 1% 4% 0% 3%
Don't follow/don't know 63% 72%▲ 54%▼ 62% 78%▲ 81%▲ 89%▲
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Facebook 28% 39%▲ 18%▼ 34% 26%
Instagram 4% 8% 5% 6% 5%
YouTube 4% 8% 4% 8%▲ 4%
LinkedIn 4% 6% 3% 8%▲ 2%
Twitter 2% 1% 2% 2% 2%
Don't follow/don't know 68% 57%▼ 78%▲ 60% 72%▲
▲▼ = A significantly higher/lower percentage (by group)
67%
2%
4%
5%
6%
29%
0% 20% 40% 60% 80%
Don't follow/don't know
YouTube
Section E – Importance of, and Satisfaction
with, Council Services &
Facilities
Penrith City Council
Community Research
May 2019 Page | 55
Service Areas A core element of this community survey was the rating of 35 facilities/services in terms of Importance and
Satisfaction. Each of the 35 facilities/services were grouped into service areas as detailed below:
Infrastructure and Services
Pathways and cycleways
Condition and safety of local roads
Street and public space lighting
Ease of traffic flow
Provision of car parking
Community Services and Events
Library services
Local community festivals and events
Services for younger residents
Services for older residents
Disability services
Services for people from different cultural and
language backgrounds
Services for Aboriginal or Torres Strait Islanders
Recreation and Facilities
Condition of sports fields
Playgrounds meet play needs
Access to parks, reserves and open green
spaces
Facilities provided in local parks, reserves and
open green spaces
Environmental and Health Services
Protection of bushland, natural environment
and wildlife
Clean natural areas (bushland, the Nepean
River and creeks)
Access to shade and shelter in the City’s
public spaces
Companion animal control e.g. registration,
stray animals
Planning Advocacy and Development Services
Availability of information about building
approvals
Supporting local business and jobs
Managing Penrith’s future
Infrastructure meets population needs
Planning enhances natural characteristics
Advocate community needs to all levels of
government
Access to public transport
Community Engagement
Information on council services and facilities
Council provides opportunities for residents to
get involved in decision making
Council listens to the community’s needs and
expectations
Council communicates well with residents
Council is trustworthy
Waste Services and Public Amenity
Clean streets and public spaces
Condition of public spaces
Household waste management
An Explanation
The following pages detail the Shapley findings for each service area, make comparisons to the
Micromex LGA Benchmark and identify the stated importance and satisfaction ratings by key
demographics.
Importance
For the stated importance ratings, residents were asked to rate how important each of the criteria was to
them, on a scale of 1 to 5.
Satisfaction
Any resident who had rated the importance of a particular criterion a 4 or 5 was then asked how satisfied
they were with the performance of Council for that service or facility. There was an option for residents to answer ‘don’t know’ to satisfaction, as they may not have personally used a particular service or facility.
Penrith City Council
Community Research
May 2019 Page | 56
Influence on Overall Satisfaction
The chart below summarises the influence of the 35 facilities/services on overall satisfaction with Council’s
performance, based on the Shapley Regression:
*Facilities provided in local parks, reserves and open green spaces
**Services for people from different cultural and language backgrounds
0.3%
0.5%
0.5%
0.6%
0.6%
0.6%
0.7%
0.7%
0.8%
0.8%
0.9%
1.0%
1.1%
1.1%
1.2%
1.4%
1.4%
1.5%
1.9%
2.3%
2.4%
2.8%
3.0%
3.0%
3.6%
3.6%
3.7%
4.3%
4.8%
5.2%
5.4%
6.3%
7.9%
9.3%
14.8%
0% 5% 10% 15% 20%
Services for Aboriginal or Torres Strait Islanders
Services for younger residents
Services for people from different cultural/language**
Playgrounds meet play needs
Library services
Access to parks, reserves and open green spaces
Disability services
Access to shade and shelter in the City’s public spaces
Condition of sports fields
Household waste management
Facilities provided in local parks/reserves/open green*
Services for older residents
Protection of bushland, natural environment and wildlife
Clean natural areas
Planning enhances natural characteristics
Supporting local business and jobs
Local community festivals and events
Street and public space lighting
Companion animal control
Access to public transport
Pathways and cycleways
Availability of information about building approvals
Ease of traffic flow
Provision of car parking
Condition of public spaces
Infrastructure meets population needs
Advocate community needs to all levels of government
Managing Penrith’s future
Information on council services and facilities
Condition and safety of local roads
Clean streets and public spaces
Council listens to the community’s needs/expectations
Opportunities to get involved in decision making
Council communicates well with residents
Council is trustworthy
Penrith City Council
Community Research
May 2019 Page | 57
Key Service Areas’ Contribution to Overall
Satisfaction
By combining the outcomes of the regression data, we can identify the derived importance of the different
Nett Priority Areas.
‘Community engagement’ (43.1%) is the key contributor toward overall satisfaction with Council’s
performance, with the services/facilities grouped under this area averaging 8.6%.
0.7%
1.2%
0.7%
3.3%
3.0%
2.7%
8.6%
2.8%
4.8%
5.1%
9.8%
15.2%
19.2%
43.1%
0% 10% 20% 30% 40% 50%
Nett: Recreation and Facilities
Nett: Envirnmental and Health Services
Nett: Community Services and Events
Nett: Waste Services and Public Amenity
Nett: Infrastructure and Services
Nett: Planning, Advocacy and
Development Services
Nett: Community Engagement
Nett contribution Average service/facility
Penrith City Council
Community Research
May 2019 Page | 58
Service Area 1: Infrastructure and Services
Shapley Regression
Contributes to Over 15% of Overall Satisfaction with Council
1.5%
2.4%
3.0%
3.0%
5.2%
15.2%
0% 10% 20% 30% 40% 50%
Street and public space lighting
Pathways and cycleways
Ease of traffic flow
Provision of car parking
Condition and safety of local roads
Nett: Infrastructure and Services
Penrith City Council
Community Research
May 2019 Page | 59
Service Area 1: Infrastructure and Services
Hierarchy of Services/Facilities – Importance
Within the ‘Infrastructure and Services’ service area, in terms of importance, ‘ease of traffic flow’ and
‘condition and safety of local roads’ are deemed the most important, whilst the ‘pathways and cycleways’
is the facility of least relative importance.
Ease of traffic flow 90% 89%
Condition and safety of local roads 90% 89%
Street and public space lighting 79% N/A
Provision of car parking 79% 82%
Pathways and cycleways 56% 54%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Penrith City Council
Community Research
May 2019 Page | 60
Service Area 1: Infrastructure and Services
Importance Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Pathways and cycleways 3.59 3.77 3.41 3.60 3.66 3.56 3.62 3.38
Condition and safety of local
roads 4.56 4.67 4.44 4.51 4.67 4.66 4.53 4.28
Street and public space
lighting 4.24 4.37 4.10 4.28 4.21 4.20 4.30 4.15
Ease of traffic flow 4.59 4.59 4.58 4.63 4.65 4.68 4.49 4.22
Provision of car parking 4.24 4.32 4.15 4.17 4.37 4.10 4.35 4.14
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Pathways and cycleways 3.61 3.66 3.47 3.74 3.50
Condition and safety of local roads 4.46 4.68 4.62 4.63 4.51
Street and public space lighting 4.23 4.32 4.14 4.24 4.23
Ease of traffic flow 4.49 4.70 4.64 4.59 4.59
Provision of car parking 4.18 4.40 4.13 4.27 4.21
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Pathways and cycleways 10% 10% 24% 24% 32% 551
Condition and safety of local
roads 1% 2% 7% 20% 70% 551
Street and public space
lighting 2% 3% 16% 28% 51% 551
Ease of traffic flow 3% 1% 7% 15% 75% 551
Provision of car parking 4% 5% 13% 21% 58% 551
Penrith City Council
Community Research
May 2019 Page | 61
Service Area 1: Infrastructure and Services
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘street and public space lighting’ and least satisfied
with ‘the provision of car parking’ and ‘’ease of traffic flow’ within the ‘Infrastructure and Services’ service
area.
Street and public space lighting 85% N/A
Pathways and cycleways 83% 70%
Condition and safety of local roads 79% 74%
Ease of traffic flow 59% 68%
Provision of car parking 59% 62%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Penrith City Council
Community Research
May 2019 Page | 62
Service Area 1: Infrastructure and Services
Satisfaction Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Pathways and cycleways 3.47 3.51 3.41 3.66 3.38 3.32 3.45 3.38
Condition and safety of
local roads 3.25 3.17 3.35 3.43 3.14 3.07 3.26 3.28
Street and public space
lighting 3.54 3.49 3.59 3.73 3.45 3.27 3.55 3.50
Ease of traffic flow 2.74 2.76 2.71 2.93 2.64 2.57 2.62 2.79
Provision of car parking 2.78 2.72 2.84 2.93 2.96 2.43 2.75 2.31
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Pathways and cycleways 3.55 3.63 3.04 3.56 3.40
Condition and safety of local roads 3.35 3.40 2.89 3.43 3.15
Street and public space lighting 3.63 3.70 3.12 3.56 3.52
Ease of traffic flow 2.89 2.68 2.51 3.00 2.57
Provision of car parking 2.85 2.79 2.62 3.00 2.65
Pathways and cycleways 3.55 3.63 3.04 3.56 3.40
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Pathways and cycleways 7% 9% 30% 36% 17% 309
Condition and safety of local roads 6% 16% 37% 31% 11% 496
Street and public space lighting 6% 9% 29% 36% 20% 434
Ease of traffic flow 16% 25% 36% 15% 8% 494
Provision of car parking 16% 26% 32% 18% 9% 433
Penrith City Council
Community Research
May 2019 Page | 63
Service Area 2: Community Services and Events
Shapley Regression
Contributes to Over 5% of Overall Satisfaction with Council
0.3%
0.5%
0.5%
0.6%
0.7%
1.0%
1.4%
5.1%
0% 10% 20% 30% 40% 50%
Services for Aboriginal or Torres Strait Islanders
Services for younger residents
Services for people from different cultural
and language backgrounds
Library services
Disability services
Services for older residents
Local community festivals and events
Nett: Community Services and Events
Penrith City Council
Community Research
May 2019 Page | 64
Service Area 2: Community Services and Events
Hierarchy of Services/Facilities – Importance
Within the ‘Community Services and Events’ service area, in terms of importance, ‘services for older
residents’ and ‘disability services’ are deemed the most important, whilst the ‘library service’ is the facility
of least relative importance.
Disability services 74% 80%
Services for older residents 74% 77%
Services for younger residents 72% 70%
Services for people from different cultural
and language backgrounds 60% 64%
Services for Aboriginal or Torres Strait Islanders 57% N/A
Local community festivals and events 54% 61%
Library services 53% 76%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Penrith City Council
Community Research
May 2019 Page | 65
Service Area 2: Community Services and Events
Importance Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Library services 3.52 3.68 3.34 3.43 3.55 3.38 3.48 4.00
Local community festivals and
events 3.53 3.61 3.45 3.66 3.59 3.36 3.53 3.25
Services for younger residents 3.99 4.10 3.87 4.06 4.08 3.87 3.87 3.85
Services for older residents 4.12 4.19 4.04 3.94 3.96 4.25 4.51 4.44
Disability services 4.17 4.22 4.10 4.15 4.07 4.18 4.32 4.25
Services for people from
different cultural and
language backgrounds
3.66 3.77 3.55 3.74 3.72 3.49 3.59 3.62
Services for Aboriginal or Torres
Strait Islanders 3.63 3.73 3.53 3.76 3.68 3.44 3.50 3.55
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Library services 4.27 4.15 3.98 4.18 4.18
Local community festivals and events 3.64 3.73 3.67 3.74 3.62
Services for younger residents 3.27 3.30 3.15 3.30 3.22
Services for older resident 3.44 3.34 3.13 3.43 3.29
Disability services 3.41 3.43 3.01 3.49 3.23
Services for people from different cultural
and language backgrounds 3.52 3.57 3.47 3.54 3.51
Services for Aboriginal or Torres Strait
Islanders 3.57 3.39 3.45 3.50 3.49
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Library services 12% 12% 23% 20% 33% 551
Local community festivals and
events 6% 13% 27% 30% 24% 551
Services for younger residents 5% 5% 18% 29% 43% 551
Services for older residents 3% 4% 18% 26% 48% 551
Disability services 5% 5% 16% 17% 57% 551
Services for people from
different cultural and
language backgrounds
9% 8% 24% 27% 33% 551
Services for Aboriginal or Torres
Strait Islanders 10% 8% 25% 23% 34% 551
Penrith City Council
Community Research
May 2019 Page | 66
Service Area 2: Community Services and Events
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘library services’ and least satisfied with ‘disability
services’ and ‘services for older residents’ within the ‘Community Services and Events’ service area.
Library services 94% 93%
Local community festivals and events 90% 90%
Services for people from different cultural
and language backgrounds 88% 82%
Services for Aboriginal or Torres Strait
Islanders 86% N/A
Services for younger residents 83% 82%
Services for older residents 81% 87%
Disability services 81% 85%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Penrith City Council
Community Research
May 2019 Page | 67
Service Area 2: Community Services and Events
Satisfaction Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Library services 4.18 4.24 4.11 4.22 4.00 4.15 4.41 4.32
Local community festivals
and events 3.67 3.74 3.60 3.49 3.73 3.70 3.85 3.96
Services for younger
residents 3.25 3.19 3.33 3.34 3.30 2.95 3.24 3.29
Services for older resident 3.34 3.31 3.37 3.56 3.28 3.04 3.33 3.39
Disability services 3.33 3.29 3.37 3.61 3.26 2.99 3.20 3.28
Services for people from
different cultural and
language backgrounds
3.52 3.47 3.59 3.55 3.55 3.52 3.41 3.49
Services for Aboriginal or
Torres Strait Islanders 3.50 3.52 3.47 3.58 3.47 3.31 3.54 3.43
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Library services 4.24 4.11 4.22 4.00 4.15
Local community festivals and events 3.74 3.60 3.49 3.73 3.70
Services for younger residents 3.19 3.33 3.34 3.30 2.95
Services for older resident 3.31 3.37 3.56 3.28 3.04
Disability services 3.29 3.37 3.61 3.26 2.99
Services for people from different cultural
and language backgrounds 3.47 3.59 3.55 3.55 3.52
Services for Aboriginal or Torres Strait
Islanders 3.52 3.47 3.58 3.47 3.31
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Library services 2% 3% 12% 38% 44% 288
Local community festivals and
events 2% 8% 25% 49% 16% 296
Services for younger residents 6% 12% 45% 27% 11% 375
Services for older resident 5% 13% 39% 27% 15% 379
Disability services 8% 11% 38% 27% 16% 364
Services for people from
different cultural and
language backgrounds
4% 8% 37% 35% 16% 302
Services for Aboriginal or Torres
Strait Islanders 4% 9% 40% 24% 22% 269
Penrith City Council
Community Research
May 2019 Page | 68
Service Area 3: Recreation and Facilities
Shapley Regression
Contributes to Almost 3% of Overall Satisfaction with Council
0.6%
0.6%
0.8%
0.9%
2.8%
0% 10% 20% 30% 40% 50%
Playgrounds meet play needs
Access to parks, reserves and open green
spaces
Condition of sports fields
Facilities provided in local parks, reserves and
open green spaces e.g. bubblers, sheltered
seating, etc
Nett: Recreation and Facilities
Penrith City Council
Community Research
May 2019 Page | 69
Service Area 3: Recreation and Facilities
Hierarchy of Services/Facilities – Importance
Within the ‘Recreation and Facilities’ service area, in terms of importance, ‘access to parks, reserves and
open green spaces’ is deemed the most important, whilst the ‘condition of sports fields’ is the facility of
least relative importance.
Access to parks, reserves and open green
spaces 85% 87%
Facilities provided in local parks, reserves and open green spaces
80% 87%
Playgrounds meet play needs 75% 87%
Condition of sports fields 72% 78%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Penrith City Council
Community Research
May 2019 Page | 70
Service Area 3: Recreation and Facilities
Importance Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Condition of sports fields,
importance 4.03 3.98 4.09 3.93 4.13 3.96 4.21 3.98
Playgrounds meet play needs,
importance 4.11 4.15 4.08 4.04 4.23 4.14 4.19 3.90
Access to parks, reserves and
open green spaces,
importance
4.40 4.44 4.35 4.42 4.44 4.40 4.40 4.18
Facilities provided in local
parks, reserves and open
green spaces
4.22 4.28 4.16 4.24 4.21 4.27 4.28 4.00
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Condition of sports fields, importance 4.01 4.06 4.02 4.14 3.96
Playgrounds meet play needs, importance 4.13 4.19 3.99 4.24 4.04
Access to parks, reserves and open green
spaces, importance 4.43 4.42 4.30 4.46 4.36
Facilities provided in local parks, reserves
and open green spaces 4.25 4.37 3.98 4.27 4.19
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Condition of sports fields 4% 4% 20% 29% 43% 551
Playgrounds meet play needs 3% 4% 18% 28% 47% 551
Access to parks, reserves and
open green spaces 1% 2% 12% 26% 59% 551
Facilities provided in local parks,
reserves and open green spaces 2% 3% 16% 31% 49% 551
Penrith City Council
Community Research
May 2019 Page | 71
Service Area 3: Recreation and Facilities
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘access to parks, reserves and open green spaces’
and least satisfied with ‘facilities provided in local parks, reserves and open green spaces’ within the
‘Recreation and Facilities’ service area.
Access to parks, reserves and open green
spaces 92% 91%
Condition of sports fields 87% 91%
Playgrounds meet play needs 84% 91%
Facilities provided in local parks, reserves
and open green spaces 77% 91%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Penrith City Council
Community Research
May 2019 Page | 72
Service Area 3: Recreation and Facilities
Satisfaction Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Condition of sports fields 3.63 3.68 3.58 3.63 3.65 3.58 3.64 3.64
Playgrounds meet play
needs 3.61 3.55 3.66 3.64 3.60 3.57 3.65 3.53
Access to parks, reserves
and open green spaces 3.78 3.71 3.86 3.80 3.75 3.78 3.87 3.69
Facilities provided in local
parks, reserves and
open green spaces
3.28 3.19 3.38 3.25 3.38 3.21 3.20 3.35
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Condition of sports fields 3.61 3.71 3.56 3.62 3.64
Playgrounds meet play needs 3.61 3.75 3.38 3.66 3.57
Access to parks, reserves and open green
spaces 3.73 3.94 3.67 3.88 3.71
Facilities provided in local parks, reserves
and open green spaces 3.22 3.41 3.21 3.43 3.18
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Condition of sports fields 2% 10% 29% 37% 21% 390
Playgrounds meet play needs 4% 12% 27% 35% 22% 403
Access to parks, reserves and open
green spaces 3% 6% 28% 37% 27% 466
Facilities provided in local parks,
reserves and open green
spaces.
5% 17% 37% 25% 15% 434
Penrith City Council
Community Research
May 2019 Page | 73
Service Area 4: Environmental and Health Services
Shapley Regression
Contributes to Almost 5% of Overall Satisfaction with Council
0.7%
1.1%
1.1%
1.9%
4.8%
0% 10% 20% 30% 40% 50%
Access to shade and shelter in the City’s
public spaces
Protection of bushland, natural environment
and wildlife
Clean natural areas (bushland, the Nepean
River and creeks)
Companion animal control e.g. registration,
stray animals
Nett: Environmental and Health Services
Penrith City Council
Community Research
May 2019 Page | 74
Service Area 4: Environmental and Health Services
Hierarchy of Services/Facilities – Importance
Within the ‘Environmental and Health’ service area, in terms of importance, ‘clean natural areas’ is
deemed the most important, whilst ‘companion animal control’ is the facility of least relative importance.
Clean natural areas (bushland, the Nepean
River and creeks) 90% 84%
Protection of bushland, natural environment
and wildlife 86% 86%
Access to shade and shelter in the City’s
public spaces 75% N/A
Companion animal control 63% 67%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Penrith City Council
Community Research
May 2019 Page | 75
Service Area 4: Environmental and Health Services
Importance Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Protection of bushland, natural
environment and wildlife 4.41 4.52 4.29 4.58 4.41 4.20 4.40 4.13
Clean natural areas 4.57 4.65 4.48 4.67 4.52 4.53 4.59 4.36
Access to shade and shelter in
the City’s public spaces 4.16 4.25 4.06 4.13 4.05 4.22 4.27 4.29
Companion animal control 3.87 4.03 3.70 3.91 3.83 3.74 3.87 4.04
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Protection of bushland, natural environment
and wildlife 4.49 4.46 4.17 4.51 4.34
Clean natural areas 4.63 4.56 4.45 4.60 4.55
Access to shade and shelter in the City’s
public spaces 4.14 4.25 4.07 4.19 4.14
Companion animal control 3.98 3.79 3.73 3.84 3.89
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Protection of bushland, natural
environment and wildlife 3% 2% 9% 24% 62% 551
Clean natural areas 1% 2% 8% 20% 70% 551
Access to shade and shelter in the
City’s public spaces 1% 4% 20% 27% 48% 551
Companion animal control 5% 9% 24% 22% 41% 551
Penrith City Council
Community Research
May 2019 Page | 76
Service Area 4: Environmental and Health Services
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘clean natural areas’ and least satisfied with ‘access
to shade and shelter in the City’s public spaces’ within the ‘Environmental and Health’ service area.
Clean natural areas 88% 88%
Companion animal control 86% 88%
Protection of bushland, natural
environment and wildlife 80% 87%
Access to shade and shelter in the City’s
public spaces 80% N/A
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Penrith City Council
Community Research
May 2019 Page | 77
Service Area 4: Environmental and Health Services
Satisfaction Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Protection of bushland,
natural environment and
wildlife
3.35 3.20 3.52 3.37 3.38 3.25 3.36 3.34
Clean natural areas 3.43 3.32 3.54 3.36 3.51 3.27 3.60 3.51
Access to shade and
shelter in the City’s public
spaces
3.28 3.27 3.29 3.38 3.27 3.14 3.33 3.14
Companion animal
control 3.59 3.62 3.56 3.57 3.61 3.55 3.71 3.54
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Protection of bushland, natural environment
and wildlife 3.34 3.38 3.32 3.53 3.23
Clean natural areas 3.42 3.50 3.34 3.49 3.39
Access to shade and shelter in the City’s
public spaces 3.28 3.27 3.30 3.35 3.23
Companion animal control 3.57 3.65 3.58 3.59 3.59
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Protection of bushland, natural
environment and wildlife 7% 13% 33% 31% 16% 464
Clean natural areas 4% 9% 41% 33% 14% 489
Access to shade and shelter in the
City’s public spaces 5% 15% 39% 30% 11% 407
Companion animal control 4% 9% 31% 35% 20% 337
Penrith City Council
Community Research
May 2019 Page | 78
Service Area 5: Planning, Advocacy and
Development Services
Shapley Regression
Contributes to Over 19% of Overall Satisfaction with Council
1.2%
1.4%
2.3%
2.8%
3.6%
3.7%
4.3%
19.2%
0% 10% 20% 30% 40% 50%
Planning enhances natural characteristics
Supporting local business and jobs
Access to public transport
Availability of information about building
approvals
Infrastructure meets population needs
Advocate community needs to all levels of
government
Managing Penrith’s future
Nett: Planning, Advocacy and Development
Services
Penrith City Council
Community Research
May 2019 Page | 79
Service Area 5: Planning, Advocacy and
Development Services
Hierarchy of Services/Facilities – Importance
Within the ‘Planning, Advocacy and Development’ service area, in terms of importance, ‘Infrastructure
meets population needs’ is deemed the most important, whilst the ‘availability of information about
building approvals’ is the facility of least relative importance.
Infrastructure meets population needs 91% N/A
Managing Penrith’s future 90% 89%
Supporting local business and jobs 89% 83%
Access to public transport 86% 93%
Advocate community needs to all levels of
government 76% N/A
Planning enhances natural characteristics 70% 85%
Availability of information about building
approvals 64% 74%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Penrith City Council
Community Research
May 2019 Page | 80
Service Area 5: Planning, Advocacy and
Development Services
Importance Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Availability of information about
building approvals 3.85 3.89 3.82 3.72 3.92 3.85 4.04 3.87
Supporting local business and jobs 4.52 4.56 4.48 4.56 4.44 4.62 4.63 4.28
Managing Penrith’s future 4.61 4.63 4.59 4.60 4.66 4.65 4.63 4.42
Infrastructure meets population
needs 4.63 4.66 4.59 4.69 4.66 4.69 4.52 4.37
Planning enhances natural
characteristics 3.98 4.06 3.89 3.79 4.06 4.09 4.10 4.05
Advocate community needs to all
levels of government 4.19 4.28 4.10 4.19 4.15 4.15 4.31 4.28
Access to public transport 4.49 4.54 4.44 4.48 4.54 4.58 4.42 4.35
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Availability of information about building
approvals 3.88 3.79 3.87 3.85 3.85
Supporting local business and jobs 4.52 4.56 4.47 4.52 4.52
Managing Penrith’s future 4.60 4.70 4.53 4.61 4.61
Infrastructure meets population needs 4.55 4.85 4.52 4.68 4.60
Planning enhances natural characteristics 3.87 4.08 4.06 3.95 3.99
Advocate community needs to all levels of
government 4.23 4.17 4.16 4.17 4.21
Access to public transport 4.54 4.52 4.35 4.64 4.40
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Availability of information about
building approvals 6% 8% 22% 23% 41% 551
Supporting local business and jobs 1% 3% 8% 21% 68% 551
Managing Penrith’s future 1% 1% 8% 15% 75% 551
Infrastructure meets population
needs 2% 2% 6% 14% 77% 551
Planning enhances natural
characteristics 3% 5% 23% 30% 40% 551
Advocate community needs to all
levels of government 2% 3% 19% 25% 51% 551
Access to public transport 4% 2% 8% 12% 74% 551
Penrith City Council
Community Research
May 2019 Page | 81
Service Area 5: Planning, Advocacy and
Development Services
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘supporting local businesses and jobs’ and least
satisfied with ‘infrastructure meets population needs’ within the ‘Planning, Advocacy and Development’
service area.
Supporting local business and jobs 85% 85%
Managing Penrith’s future 80% 75%
Planning enhances natural characteristics 79% 69%
Advocate community needs to all levels of
government 77% N/A
Availability of information about building
approvals 72% 71%
Access to public transport 71% 81%
Infrastructure meets population needs 63% N/A
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Penrith City Council
Community Research
May 2019 Page | 82
Service Area 5: Planning, Advocacy and
Development Services
Satisfaction Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Availability of information
about building
approvals
3.09 3.11 3.06 3.25 2.96 2.86 3.14 3.25
Supporting local business
and jobs 3.43 3.46 3.39 3.50 3.33 3.34 3.46 3.48
Managing Penrith’s future 3.28 3.28 3.29 3.48 3.11 3.09 3.31 3.45
Infrastructure meets
population needs 2.85 2.79 2.90 3.15 2.64 2.49 2.84 3.00
Planning enhances natural
characteristics 3.15 3.16 3.13 3.46 2.91 2.99 3.23 3.08
Advocate community
needs to all levels of
government
3.12 3.09 3.16 3.13 3.04 3.04 3.37 3.15
Access to public transport 3.21 3.16 3.27 3.32 3.12 3.06 3.39 3.07
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Availability of information about building
approvals 3.14 3.16 2.90 3.23 3.00
Supporting local business and jobs 3.48 3.41 3.32 3.46 3.41
Managing Penrith’s future 3.35 3.35 3.06 3.42 3.20
Infrastructure meets population needs 2.93 2.89 2.60 2.98 2.76
Planning enhances natural characteristics 3.16 3.23 3.01 3.29 3.07
Advocate community needs to all levels of
government 3.14 3.18 3.02 3.22 3.06
Access to public transport 3.44 3.09 2.86 3.28 3.17
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Availability of information about
building approvals 13% 16% 34% 25% 13% 336
Supporting local business and jobs 4% 11% 41% 27% 17% 461
Managing Penrith’s future 5% 14% 40% 27% 13% 484
Infrastructure meets population
needs 14% 24% 37% 17% 9% 498
Planning enhances natural
characteristics 6% 15% 44% 29% 6% 377
Advocate community needs to all
levels of government 4% 18% 46% 22% 9% 408
Access to public transport 11% 18% 28% 24% 19% 469
Penrith City Council
Community Research
May 2019 Page | 83
Service Area 6: Community Engagement
Shapley Regression
Contributes to Over 43% of Overall Satisfaction with Council
4.8%
6.3%
7.9%
9.3%
14.8%
43.1%
0% 10% 20% 30% 40% 50%
Information on council services and facilities
Council listens to the community’s needs and
expectations
Council provides opportunities for residents to
get involved in decision making
Council communicates well with residents
Council is trustworthy
Nett: Community Engagaement
Penrith City Council
Community Research
May 2019 Page | 84
Service Area 6: Community Engagement
Hierarchy of Services/Facilities – Importance
Within the ‘Community Engagement’ service area, in terms of importance, ‘Council is trustworthy’ is
deemed the most important, whilst the ‘information on council services and facilities’ is the facility of least
relative importance.
Council is trustworthy 89% N/A
Council communicates well with residents 84% 86%
Council listens to the community’s needs and
expectations 84% 86%
Council provides opportunities for residents
to get involved in decision making 77% 73%
Information on council services and facilities 75% 82%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Penrith City Council
Community Research
May 2019 Page | 85
Service Area 6: Community Engagement
Importance Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Information on council
services and facilities 4.14 4.20 4.07 3.91 4.17 4.25 4.30 4.40
Council provides
opportunities for
residents to get involved
in decision making
4.17 4.20 4.14 4.13 4.23 4.07 4.30 4.15
Council listens to the
community’s needs and
expectations
4.42 4.54 4.29 4.49 4.42 4.37 4.39 4.26
Council communicates
well with residents 4.39 4.50 4.27 4.42 4.49 4.24 4.43 4.19
Council is trustworthy 4.59 4.62 4.56 4.68 4.56 4.60 4.55 4.43
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Information on council services and facilities 4.13 4.15 4.13 4.10 4.16
Council provides opportunities for residents
to get involved in decision making 4.15 4.24 4.11 4.21 4.14
Council listens to the community’s needs
and expectations 4.41 4.47 4.35 4.36 4.45
Council communicates well with residents 4.35 4.54 4.27 4.42 4.37
Council is trustworthy 4.63 4.65 4.44 4.60 4.59
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Information on council services
and facilities 2% 3% 21% 29% 46% 551
Council provides opportunities for
residents to get involved in
decision making
2% 5% 15% 28% 49% 551
Council listens to the community’s
needs and expectations 3% 2% 11% 20% 64% 551
Council communicates well with
residents 2% 2% 12% 22% 62% 551
Council is trustworthy 2% 1% 8% 13% 76% 551
Penrith City Council
Community Research
May 2019 Page | 86
Service Area 6: Community Engagement
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘information on Council services and facilities’ and
least satisfied with ‘Council communicates well with residents’ within the ‘Community Engagement’ service
area.
Information on council services and
facilities 82% 78%
Council is trustworthy 75% N/A
Council listens to the community’s needs
and expectations 71% 76%
Council provides opportunities for residents
to get involved in decision making 71% 67%
Council communicates well with residents 67% 76%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Penrith City Council
Community Research
May 2019 Page | 87
Service Area 6: Community Engagement
Satisfaction Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Information on council
services and facilities 3.45 3.41 3.48 3.48 3.42 3.32 3.51 3.54
Council provides
opportunities for
residents to get involved
in decision making
3.04 3.02 3.07 3.13 2.91 2.71 3.39 3.17
Council listens to the
community’s needs and
expectations
2.94 2.93 2.95 3.08 2.89 2.79 2.95 2.85
Council communicates
well with residents 2.99 2.95 3.02 3.11 2.89 2.85 3.09 2.89
Council is trustworthy 3.22 3.20 3.24 3.37 3.13 2.89 3.38 3.29
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Information on council services and facilities 3.48 3.49 3.32 3.52 3.40
Council provides opportunities for residents
to get involved in decision making 3.19 2.95 2.86 3.15 2.97
Council listens to the community’s needs
and expectations 3.11 2.88 2.68 3.11 2.84
Council communicates well with residents 3.12 3.03 2.64 3.23 2.83
Council is trustworthy 3.32 3.29 2.90 3.47 3.07
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Information on council services
and facilities 4% 15% 33% 31% 18% 410
Council provides opportunities for
residents to get involved in
decision making
11% 18% 37% 22% 12% 415
Council listens to the community’s
needs and expectations 13% 17% 43% 19% 9% 456
Council communicates well with
residents 12% 21% 34% 22% 11% 459
Council is trustworthy 10% 15% 33% 29% 13% 476
Penrith City Council
Community Research
May 2019 Page | 88
Service Area 7: Waste Services and Public Amenity
Shapley Regression
Contributes to Over 9% of Overall Satisfaction with Council
0.8%
3.6%
5.4%
9.8%
0% 10% 20% 30% 40% 50%
Household waste management
Condition of public spaces
Clean streets and public spaces
Nett: Waste Services and Public Amenity
Penrith City Council
Community Research
May 2019 Page | 89
Service Area 7: Waste Services and Public Amenity
Hierarchy of Services/Facilities – Importance
Within the ‘Waste Services and Public Amenity’ service area, in terms of importance, ‘clean streets and
public spaces’ is deemed the most important, whilst still very high, the ‘condition of public spaces’ is the
facility of least relative importance.
Clean streets and public spaces 95% 84%
Household waste management 94% 95%
Condition of public spaces 90% 84%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Penrith City Council
Community Research
May 2019 Page | 90
Service Area 7: Waste Services and Public Amenity
Importance Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Clean streets and public
spaces 4.66 4.69 4.63 4.72 4.65 4.63 4.68 4.49
Condition of public spaces 4.53 4.54 4.51 4.60 4.50 4.52 4.52 4.35
Household waste
management 4.70 4.70 4.70 4.68 4.70 4.68 4.77 4.68
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Clean streets and public spaces 4.67 4.72 4.56 4.68 4.65
Condition of public spaces 4.47 4.67 4.45 4.55 4.51
Household waste management 4.70 4.70 4.69 4.67 4.72
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Clean streets and public spaces 0% 1% 4% 23% 72% 551
Condition of public spaces 1% 0% 9% 26% 64% 551
Household waste management 0% 1% 5% 17% 77% 551
Penrith City Council
Community Research
May 2019 Page | 91
Service Area 7: Waste Services and Public Amenity
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with the ‘condition of public spaces’ and least satisfied
with ‘household waste management’ within the ‘Waste Services and Public Amenity’ service area.
Condition of public spaces 84% 85%
Clean streets and public spaces 81% 85%
Household waste management 80% 94%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Penrith City Council
Community Research
May 2019 Page | 92
Service Area 7: Waste Services and Public Amenity
Satisfaction Mean Scores by Key Demographics
Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Clean streets and public
spaces 3.41 3.33 3.51 3.29 3.49 3.44 3.55 3.42
Condition of public spaces 3.40 3.34 3.46 3.29 3.41 3.44 3.58 3.42
Household waste
management 3.55 3.48 3.62 3.37 3.54 3.45 3.95 3.82
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than
10 years
Clean streets and public spaces 3.43 3.45 3.33 3.45 3.39
Condition of public spaces 3.36 3.39 3.47 3.40 3.39
Household waste management 3.54 3.42 3.72 3.53 3.56
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Clean streets and public spaces 6% 13% 31% 35% 15% 523
Condition of public spaces 3% 13% 37% 35% 12% 497
Household waste management 7% 13% 22% 35% 23% 518
Penrith City Council
Community Research
May 2019 Page | 93
Comparison to Previous Research
Service/Facility Importance Satisfaction
2019 2017 2019 2017
Pathways and cycleways 3.59 N/A 3.47 N/A
Condition and safety of local roads 4.56 N/A 3.25 N/A
Street and public space lighting 4.24 4.37 3.54 3.36
Ease of traffic flow 4.59 4.58 2.74 2.52
Provision of car parking 4.24▼ 4.52 2.78 2.66
Library services 3.52▼ 4.01 4.18▲ 3.90
Local community festivals and events 3.53 3.74 3.67▲ 3.32
Services for younger residents 3.99 4.19 3.25 3.29
Services for older residents 4.12 4.35 3.34 3.31
Disability services 4.17 4.41 3.33 3.36
Services for people from different cultural and language
backgrounds 3.66 N/A 3.52 N/A
Services for Aboriginal or Torres Strait Islanders 3.63 N/A 3.50 N/A
Condition of sports fields 4.03 N/A 3.63 N/A
Playgrounds meet play needs 4.11 N/A 3.61 N/A
Access to parks, reserves and open green spaces 4.40 N/A 3.78 N/A
Facilities provided in local parks, reserves and open green spaces 4.22 N/A 3.28 N/A
Protection of bushland, natural environment and wildlife 4.41 4.35 3.35 3.47
Clean natural areas 4.57 4.40 3.43 3.30
Access to shade and shelter in the City’s public spaces 4.16 N/A 3.28 N/A
Companion animal control 3.87 3.94 3.59 3.39
Availability of information about building approvals 3.85 N/A 3.09 N/A
Supporting local business and jobs 4.52 4.41 3.43▲ 2.84
Managing Penrith’s future 4.61 N/A 3.28 N/A
Infrastructure meets population needs 4.63 4.55 2.85 2.91
Planning enhances natural characteristics 3.98 4.15 3.15 3.15
Advocate community needs to all levels of government 4.19 4.31 3.12 3.10
Access to public transport 4.49 N/A 3.21 N/A
Information on council services and facilities 4.14 4.21 3.45 3.33
Council provides opportunities for residents to get involved in
decision making 4.17 4.32 3.04 2.96
Council listens to the community’s needs and expectations 4.42 4.42 2.94 2.95
Council communicates well with residents 4.39 4.35 2.99 3.00
Council is trustworthy 4.59 N/A 3.22 N/A
Clean streets and public spaces 4.66 4.49 3.41 3.50
Condition of public spaces 4.53 4.37 3.40 3.45
Household waste management 4.70 4.69 3.55▼ 3.84
Scale: 1 = not at all important/not at all satisfied, 5 = very important/very satisfied
▲▼= A significantly higher level of importance/satisfaction (by year)
Penrith City Council
Community Research
May 2019 Page | 94
Use of Council Services in the Last 2 Years
Summary
50% of residents had used at least one of the prompted Council services in the last 2 years. The most widely
accessed services were those for ‘young people (34%) and ‘older people’ (21%).
Q2b. In the last 2 years have you used any of the following services for:
Base: N=551
Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+
Young people 39%▲ 28% 43%▲ 45%▲ 19%▼ 17%▼ 17%▼
Older people 21% 21% 13%▼ 17% 24% 38%▲ 35%▲
People with disabilities 15% 12% 8%▼ 14% 16% 18% 18%
People from different cultural and
language backgrounds 10% 14% 9% 19%▲ 10% 8% 8%
Aboriginal or Torres Strait Islanders 8% 6% 6% 6% 10% 10% 6%
None of these 47% 54% 51% 40%▼ 58% 55% 55%
Established
Urban Area
Release
Area Rural Area
Less than
10 years
More than 10
years
Young people 35% 37% 26% 36% 32%
Older people 22% 16%▼ 27% 10% 28%▲
People with disabilities 16% 10% 13% 9% 17%▲
People from different cultural and language
backgrounds 11% 16%▲ 7% 15% 10%
Aboriginal or Torres Strait Islanders 9% 6% 5% 3% 9%▲
None of these 46% 51% 59%▲ 54% 48%
▲▼ = A significantly higher/lower percentage (by group)
50%
7%
12%
14%
21%
34%
0% 20% 40% 60%
None of these
Aboriginal or Torres Strait
Islanders
People from different cultural
and language backgrounds
People with disabilities
Older people
Young people
Demographics
Penrith City Council
Community Research
May 2019 Page | 96
Demographics
D1. Please stop me when I read out your age group:
%
18 - 34 34%
35 - 49 27%
50 - 59 16%
60 - 69 13%
70+ 10%
Base: N = 551
D2. Gender.
%
Female 51%
Male 49%
Base: N = 551
Penrith City Council
Community Research
May 2019 Page | 97
Demographics
D3. Do you speak a language other than English at home?
%
Yes 26%
No 74%
Base: N = 549
% %
Hindi 13% Gujarati 1%
Filipino/Tagalog 8% Hungarian 1%
Italian 6% Igbo 1%
Mandarin 6% Jalip 1%
Punjabi 6% Kannada 1%
Maltese 5% Luganda 1%
Spanish 5% Malayalam 1%
Arabic 4% Marathi 1%
German 3% Ndebele 1%
Greek 3% Pelugu 1%
Tamil 3% Persian/Dari 1%
Afrikaans 2% Pidgin 1%
Indonesian 2% Polish 1%
Japanese 2% Russian 1%
Nepalese 2% Sinhala 1%
Sinhalese 2% Samoan 1%
Vietnamese 2% Slovenian 1%
Burmese 1% Telugu 1%
Cantonese 1% Thai 1%
Croatian 1% Turkish 1%
Dutch 1% Twi 1%
French 1% Urdu 1%
Base: N = 145
Penrith City Council
Community Research
May 2019 Page | 98
Demographics
D5. What is your country of birth?
%
Australia 67%
Other 33%
Base: N = 549
% %
India 25% Macau 1%
United Kingdom 21% Malaysia 1%
Philippines 8% New Zealand 1%
Malta 6% Papua New Guinea 1%
Sri Lanka 4% Peru 1%
Indonesia 3% Poland 1%
Netherlands 3% Russia 1%
Equador 2% Samoa 1%
Germany 2% Singapore 1%
Nepal 2% Taiwan 1%
Nigeria 2% Uganda 1%
South Africa 2% Ukraine 1%
Afghanistan 1% United States 1%
Bosnia 1% Vietnam 1%
Burma 1% Zimbabwe 1%
China 1% Argentina <1%
Croatia 1% Austria <1%
Egypt 1% Holland <1%
Fiji 1% Hungary <1%
Greece 1% Northern Ireland <1%
Hong Kong 1% Slovenia <1%
Iran 1% Refused 1%
Italy 1%
Penrith City Council
Community Research
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Demographics
D6. Are you of Aboriginal or Torres Strait Islander descent?
%
Yes 3%
No 97%
Base: N = 371
Errors: Data in this publication is subject to sampling variability because it is based on information relating
to a sample of residents rather than the total number (sampling error).
In addition, non-sampling error may occur due to imperfections in reporting and errors made in processing
the data. This may occur in any enumeration, whether it is a full count or sample.
Efforts have been made to reduce both sampling and non-sampling error by careful design of the sample
and questionnaire, and detailed checking of completed questionnaires.
As the raw data has been weighted to reflect the real community profile of Penrith City Council, the
outcomes reported here reflect an ‘effective sample size’; that is, the weighted data provides outcomes
with the same level of confidence as unweighted data of a different sample size. In some cases, this
effective sample size may be smaller than the true number of surveys conducted.
Appendix A –
Additional Analysis
Penrith City Council
Community Research
2019 Page | 101
Most Valued Aspect of the Penrith Area
Q1a. What do you value the most about the Penrith area? – Complete list
N=551
Location - close to the city/work/services and facilities 18%
Natural environment with green, open spaces/parks 14%
Quiet/peaceful place to live 11%
Access to quality services and facilities 8%
Family friendly/friendly community 8%
Close to family/friends 5%
Lifestyle/country-town feel/rural atmosphere 5%
Community spirit and engagement 4%
Affordable housing/lifestyle 3%
Beautiful scenery 2%
Everything about the area/the place as a whole 2%
Lifestyle 2%
Range of shopping/entertainment/leisure options 2%
Area is continually growing/improving 1%
Busy lifestyle/great buzz 1%
Convenient public transport 1%
Familiarity/feels like home 1%
Not overcrowded/small community 1%
Properties/my property 1%
Quality health facilities 1%
Quality schools 1%
Road network 1%
Safe community 1%
Adequate development/not high-rises <1%
Diverse/multicultural community <1%
Employment opportunities in the area <1%
Freedom <1%
Heritage of the area <1%
Jamisontown Park complex <1%
Jordan Springs Estate <1%
Nepean crossing <1%
Recycling initiative <1%
Do not value anything about the Penrith area 4%
Don't know/nothing 2%
Penrith City Council
Community Research
2019 Page | 102
Top Challenge Facing Penrith in the Next 10 Years
Q1b. What would you say is the top challenge facing Penrith in the next 10 years? – Complete list
N=551
Traffic congestion 22%
Managing population growth/overcrowding/overdevelopment 19%
Infrastructure to cater for the growing population 12%
Public transport 9%
Infrastructure and maintenance of roads 7%
Lack of parking 6%
Development of the airport 4%
Housing availability/affordability 4%
Employment opportunities 2%
Quality and quantity of local services and facilities 2%
Council staff/communication/projects 1%
Maintaining the natural environment/beauty 1%
Public safety/crime/drug issues 1%
Rate increases 1%
Youth services/activities 1%
Adapting to change/moving forward <1%
Combating increasing temperature/Climate change <1%
Cost of tolls <1%
Disadvantaged families/poor community <1%
Future for our kids <1%
Keeping the town in good condition <1%
Labour party <1%
Lack of education <1%
Lack of street lighting <1%
Liberal Party <1%
Maintaining the Town's identity <1%
Make Penrith more vibrant and less industrial <1%
Multiculturalism <1%
Pollution and cleanliness <1%
Recognising Penrith as a powerhouse City <1%
Recycling and waste management <1%
Stopping graveyard on Wallacia Golf Course <1%
Don't know/nothing 2%
Appendix B –
Questionnaire
Penrith City Council
Community Research
March 2019 P a g e | 104
Penrith City Council
Community Survey
March 2019
Good morning/afternoon/evening, my name is ____________________ and I’m calling on behalf of Penrith
City Council from a company called Micromex. We are conducting a survey on a range of local issues –
the survey will take up to 15 minutes, would you be able to assist us please?
S1. Before we start, I would like to check whether you or an immediate family member works for Penrith
Council?
O Yes (Terminate survey)
O No
S2. Which suburb do you live in? (Terminate if outside LGA)
Established Urban Areas
East Ward North Ward South Ward
O Colyton O Cambridge Gardens O Cranebrook (South)
O Erskine Park O Cambridge Park O Emu Plains*
O Kingswood* O Emu Heights O Glenmore Park**
O North St. Marys O Emu Plains* O Jamisontown
O Oxley Park O Werrington O Kingswood*
O St. Clair O Werrington County O Leonay
O St. Marys O Werrington Downs O Penrith
O Regentville
O South Penrith
Release Areas
East Ward North Ward South Ward
O Caddens O Jordan Springs(Western and O Glenmore Park**
Central precincts)
O Claremont O Thornton O Sydney Science Park
Meadows
Rural Areas
East Ward North Ward South Ward
O Kemps Creek O Agnes Banks O Badgerys Creek
O Mount Vernon O Berkshire Park O Lluddenham
O Orchard Hills* O Castlereagh O Mulgoa
O Cranebrook (sections) O Orchard Hills*
O Llandilo O Wallacia
O Londonderry
*Suburb crosses Council Wards
** Suburb crosses catchment area
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S3. How long have you lived in the Penrith area? Prompt
O Less than 6 months (Terminate survey)
O 6 months to 2 years
O 3 - 5 years
O 6 - 10 years
O More than 10 years
Section 1 – Future Vision for the Area
Q1a. What do you value the most about the Penrith area?
………………………………………………………………………………………………………………….
Q1b. What would you say is the top challenge facing Penrith in the next 10 years?
………………………………………………………………………………………………………………….
Section 2 – Council Services and Facilities
Q2a. In the next question I am going to read out a list of Council provided services and facilities. In the first
part could you please indicate which best describes your opinion of the importance of the following
services/facilities to you, and in the second part, your level of satisfaction with the performance of
Penrith City Council’s provision of that service. The scale is from 1 to 5 where 1 is low importance and
low satisfaction and where 5 is high importance and high satisfaction. Note: Level of satisfaction only asked if level of importance is rated 4 or 5.
Infrastructure and Services
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
Pathways and cycleways O O O O O O O O O O
Condition and safety of local roads O O O O O O O O O O
Street and public space lighting O O O O O O O O O O
Ease of traffic flow O O O O O O O O O O
Provision of car parking O O O O O O O O O O
Community Services and Events
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
Library services O O O O O O O O O O
Local community festivals and events O O O O O O O O O O
Services for younger residents O O O O O O O O O O
Services for older residents O O O O O O O O O O
Disability services O O O O O O O O O O
Services for people from different cultural
and language backgrounds O O O O O O O O O O
Services for Aboriginal or Torres Strait
Islanders O O O O O O O O O O
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Recreation and Facilities
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
Condition of sports fields O O O O O O O O O O
Playgrounds meet play needs O O O O O O O O O O
Access to parks, reserves and open
green spaces O O O O O O O O O O
Facilities provided in local parks, reserves
and open green spaces e.g. bubblers,
sheltered seating, etc. O O O O O O O O O O
Environmental and Health Services
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
Protection of bushland, natural environment
and wildlife O O O O O O O O O O
Clean natural areas (bushland, the
Nepean River and creeks) O O O O O O O O O O
Access to shade and shelter in the City’s
public spaces O O O O O O O O O O
Companion animal control e.g. registration,
stray animals O O O O O O O O O O
Planning, Advocacy and Development Services
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
Availability of information about building
approvals O O O O O O O O O O
Supporting local business and jobs O O O O O O O O O O
Managing Penrith’s future O O O O O O O O O O
Infrastructure meets population needs O O O O O O O O O O
Planning enhances natural characteristics O O O O O O O O O O
Advocate community needs to all levels
of government O O O O O O O O O O
Access to public transport O O O O O O O O O O
Community Engagement
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
Information on council services and
facilities O O O O O O O O O O
Council provides opportunities for residents
to get involved in decision making O O O O O O O O O O
Council listens to the community’s needs
and expectations O O O O O O O O O O
Council communicates well with residents O O O O O O O O O O
Council is trustworthy O O O O O O O O O O
Penrith City Council
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March 2019 P a g e | 107
Waste Services and Public Amenity
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
Clean streets and public spaces O O O O O O O O O O
Condition of public spaces O O O O O O O O O O
Household waste management O O O O O O O O O O
Q2b. In the last 2 years have you used any of the following services for: Prompt
Yes No
Young people O O
Older people O O
People with disabilities O O
People from different cultural and language backgrounds O O
Aboriginal or Torres Strait Islanders O O
Section 3 – Community Pride, Safety and Connectedness
Q3a. In this section I’d like to ask you a number of questions about your perceptions and experiences of
your neighbourhood and Penrith as a place to live. I’m going to read out some statements and I’d
like you to rate them on a scale of 1-5, where 1 is strongly disagree and 5 is strongly agree.
Health and Safety
Strongly Strongly
disagree agree
1 2 3 4 5
I have the services and facilities I need in my area O O O O O
I can travel to the services and facilities that I need O O O O O
I can buy fresh fruit and vegetables in my neighbourhood O O O O O
I feel safe in my neighbourhood O O O O O
I feel safe in the City’s parks, playgrounds and reserves O O O O O
I feel safe in the City’s shopping centres O O O O O
Social
Strongly Strongly
disagree agree
1 2 3 4 5
I feel part of my neighbourhood or community O O O O O
I am actively involved in my community
(volunteering, sporting teams, schools, etc.) O O O O O
I can get help from friends, family or neighbours when needed O O O O O
Local Identity
Strongly Strongly
disagree agree
1 2 3 4 5
I am happy living in Penrith O O O O O
I value the City’s natural environment and heritage O O O O O
I feel that cultural identity is valued and celebrated O O O O O
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Cost of Living
Strongly Strongly
disagree agree
1 2 3 4 5
I am able to afford a house of a good standard in Penrith O O O O O
Penrith and surrounding areas provide a wide range of work
opportunities O O O O O
Q3b. How would you rate the overall quality of life in Penrith? Prompt
O Excellent
O Very good
O Good
O Fair
O Poor
O Very poor
Section 4 – Overall Performance
Q4a. How would you rate the overall performance of Penrith City Council as an organisation over the past 12 months? Are you: Prompt
O Very satisfied
O Satisfied
O Somewhat satisfied
O Not very satisfied
O Not at all satisfied
Q4b. Please tell me if you think that the services provided by Penrith City Council are good value for the rate dollar? Prompt
O Excellent
O Very good
O Good
O Fair
O Poor
O Very poor
Q4c. Do you participate in or attend cultural activities and events such as the following? Prompt
O Festivals
O Regional galleries
O Art exhibitions
O Concerts
O Theatres
O Craft groups
O Other (please specify)……………………..
O None of these (Do not prompt)
O Can’t say/don’t know
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Q5a. Penrith’s future is being supported by state and federal funding to help deliver smart and responsible
growth. Are you aware of the following state and federal projects that will impact life in Penrith? Prompt
Yes No
Western Sydney Airport construction is underway and set to open in 2026 O O
North South Rail Link is a new rail line which will connect St Marys to the
Badgery Creek Aerotropolis and Western Sydney Airport O O
Western Sydney City Deal unites Federal, State and Local governments to
focus on the most important projects in our new region O O
RMS major State road network and intersection upgrades currently
including the M4 Motorway, the Great Western Highway, Mamre Road, and
the Northern Road O O
Q5b. How supportive are you of these projects? Prompt
O Very supportive
O Supportive
O Somewhat supportive
O Not very supportive
O Not at all supportive
Q6a. Council has 39 community centres available for hire to the community for parties, meetings and
group activities. Are you aware that you can hire Council’s community centres?
O Yes
O No
Q6b. How likely are you to consider using Council's community centres for your parties, meetings and group activities? Prompt
O Extremely likely
O Very likely
O Somewhat likely (Go to Q7)
O Not very likely (Go to Q7)
O Not at all likely (Go to Q7)
Q6c. What type of activity are you likely to consider holding at a community centre? Prompt
O Birthday party
O Wedding celebration
O Community group meeting
O Group activity
O Other (please specify)………………….
Section 5 - Customer Service
Q7. How likely are you to use the following mediums to get information about Council services? Please rate on a scale of 1 to 5, where 1 is not at all likely, and 5 is most likely. Prompt
Not at all Most
likely likely
1 2 3 4 5
Newspapers O O O O O
Radio O O O O O
Council’s website O O O O O
Council Community Newsletter O O O O O
Social media O O O O O
Council brochures and posters O O O O O
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Q8. Do you follow any of the following Council social media accounts? Please answer yes or no as I read
each one. Prompt
O Facebook
O Instagram
O Twitter
O LinkedIn
O YouTube
O Don't follow/don't know
Q9a. Have you had any contact with Council staff in the past 12 months?
O Yes
O No (Go to D1)
O Don’t know/can’t say (Go to D1)
Q9b. How did you contact Council? Please answer yes or no as I read each one. Prompt
O Phone
O Email
O Social media
O In person
O Letter
O Online forms
Q9c. Overall, how satisfied were you with your contact with Council? Prompt
O Very satisfied (Go to D1)
O Satisfied (Go to D1)
O Somewhat satisfied (Go to D1)
O Not very satisfied
O Not at all satisfied
Q9d. Why do you say that?
………………………………………………………………………………………………………………….
Section 6 – Demographic Information
D1. Please stop me when I read out your age group: Prompt
O 18 - 24
O 25 - 34
O 35 - 49
O 50 - 59
O 60 - 69
O 70+
O Refused
D2. Gender (by voice)
O Female
O Male
D3. Do you speak a language other than English at home?
O Yes
O No (Go to QD5)
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D4. If yes, which language?
………………………………………………………………………………………………………………….
D5. What is your country of birth?
O Australia
O Other (Please specify)…………………………... (Go to D7)
D6. Are you of Aboriginal or Torres Strait Islander descent? Your information will only be used to help us
deliver appropriate and accessible services to people of Aboriginal or Torres Strait Islander descent.
O Yes
O No
D7. Do you identify as having a disability?
O Yes
O No
Q10. Council may do a follow up survey to get a better understanding of some services, facilities and
perceptions, would you like to participate? Your information will be included on a temporary list and
only used for the follow up research.
Name: …….…………………………..
Contact: …….…………………………..
Areas of interest: …….…………………………..
Thank you for your time and assistance. This market research is carried out in compliance with the Privacy
Act, and the information you provided will be used only for research purposes. The research has been
conducted by Micromex Research on behalf of Penrith City Council.