Each year, Victorian councils participate in the Victorian Government's annual Community Satisfaction Survey (CSS) to understand how residents see the performance of Council services and activities.
During March and April, some residents may receive a phone call or a knock at their door inviting them to share Council services and facilities. The survey is conducted by an independent research agency, TKW Research, to ensure confidentiality and anonymity. It includes a range of questions designed to understand community's views of Council's performance in delivering important services.
Community feedback is sought on areas including:
- Overall council performance
- Community consultation and engagement
- Customer service
- Council direction and priorities
Participation is voluntary.
Responses are only reported in summary form, Council will not be able to see information about participants except for broad demographic data such as location, gender and age group.
If you are contacted, we encourage you to take part. Your feedback will help shape the services and programs that matter most to our community.
Please note, TKW Research will never request financial details including bank or card details.
Surveys will be conducted in two ways.
Phone interviews:
- Calls will be made by TKW Research who will identify themselves at the beginning and end of the call.
- Calls will come from a mobile phone number.
- Calling times will be from 1pm-8:30pm Mon-Fri, Sat: 10am-5pm, Sun: 10am-5pm.
Face to face interviews:
- Carry official identification and a letter signed by Council to show residents
- Clearly explain the purpose of the research
- Seek voluntary consent before commencing any interview.
- Interviews will take only a few minutes to complete.
- Interviewers will carry information cards to leave with residents who are not able to participate there and then but wish to later.
- Interviews will be conducted by experienced and accredited teams.
