Horsham Rural City Council (HRCC) has released the results of its annual Community Satisfaction Survey, conducted by independent research provider JWS Research.
A total of 400 residents and ratepayers were randomly selected and surveyed between 28 January and 16 March 2025, providing a representative snapshot of the municipality's population of more than 20,000.
HRCC's overall performance index score rose to 48, an increase of five points from 2024. While this suggests perceptions of Council performance are beginning to rebound, the score still sits below the averages for both the Regional Centres group (54) and the state-wide average (53).
Mayor Cr Ian Ross welcomed the improvement in the survey's 'Overall Council Direction' measure, which jumped from 37 in 2024 to 61 in 2025.
"This result indicates that the community is gaining confidence in the direction Council is taking," Cr Ross said. "It's encouraging, and it reinforces the importance of staying focused on long-term goals while continuing to listen and respond to community needs."
While scores for 'Overall Performance' and 'Value for Money' have improved slightly since 2024, they remain below the state and regional benchmarks. The report also highlights that further focus is needed on areas such as community decisions and consultation and engagement.
Cr Ross said the results show early signs of recovery following a challenging period over the past two years.
"The survey offers valuable insights into both our strengths and the areas that require further attention," Cr Ross said. "We've made meaningful progress, but there is still more to be done. It's essential that our community feels heard and has confidence in the way Council makes decisions."
Customer service was identified as a high-performing area, increasing from a score of 62 to 70.
"This strong result reflects the dedication of our staff," CEO Gail Gatt said. "From our customer service representatives to our outdoor crews, everyone contributes to delivering a positive customer experience. I'm proud to see that effort recognised in these scores."
The report also highlights the need for more targeted efforts to strengthen engagement, particularly in relation to consultation processes and responsiveness to community priorities.
Cr Ross acknowledged areas of improvement, including unsealed roads, which remain the lowest-performing category despite a slight improvement in score.
"We appreciate the community's honest feedback," he said. "It helps us prioritise and refine our efforts for the year ahead. Council is committed to building on these gains and working toward even stronger results in future surveys."
JWS Research conducts satisfaction surveys for most Victorian councils. In 2025, 56 of 79 councils across the state participated in the program.
