Positive results in 2018/19 Community Satisfaction Survey

Greater Shepparton residents were offered a chance to provide their feedback and opinions on the performance of Greater Shepparton City Council via the Local Government Victoria Community Satisfaction Survey 2018/19.


This year, Greater Shepparton City Council continued to engage Thinkfield to conduct the Community Satisfaction Survey. Thinkfield used Computer Assisted Telephone Interviewing (CATI) as a representative random probability survey of residents aged 18+ years in the Greater Shepparton municipality.

Thinkfield conducted quarterly interviews with a total of 800 Greater Shepparton residents in September 2018, December 2018, March 2019 and June 2019. Each quarter 200 residents completed interviews. The same survey conducted 500 interviews in 2017-18 and 400 interviews in the years prior, with additional interviews enabling more accurate results.

Overall satisfaction with Council remains strong with around three quarters of residents (72 per cent) satisfied with the performance of Council, resulting in an index score of 62. This is the joint highest score for Council since the record began in 2012, after the same score was recorded in 2017/18.

In community consultation, Council registered a satisfaction index score of 55, giving Council a higher score than the regional centre average (54) for the second consecutive year.

Council also scored well in advocacy with an index score of 57, which was three points higher than the regional centre and state-wide averages of 54.

Greater Shepparton residents are also happy with the customer service provided by Council, which registered an index score of 71 for the second consecutive year.

Council also saw a further increase in the satisfaction of sealed local roads, with an index score of 57, which is the highest score Council has received since this section of the survey was introduced in 2016.

The overall direction of Council received an index rating of 60, which was down four points on last year, but seven points above the state-wide average.

The highest index scores received on services and facilities were weekly household rubbish collection (84), recycling collection (82), sports fields (81) and the library (80).

Greater Shepparton City Council Director Corporate Services, Chris Teitzel, said the survey is an important measure for Council to understand whether it is meeting community expectations of the services it provides.

“The survey aims to gather impressions on a number of services, facilities and activities the Council provides,” Mr Teitzel said.

“It provides insight into ways Council can improve service delivery, and all information gathered will be used to provide ongoing improvements for Greater Shepparton.”

“Council thanks everyone who took part in the survey, your feedback is extremely important in the future of our region.”

The next survey will commence on Friday 13 September 2019.

2019 2018 2017 2016 2015 2014 2013 2012
Overall Performance 62 62 52 49 57 58 51 55
Community Consultation 55 57 53 51 58 59 55 56
Advocacy 57 59 51 49 56 62 54 55
Making Community Decisions 53 54 49 46 56 56 0 0
Customer Service 71 71 66 60 69 72 70 68
Sealed Local Roads 57 55 40 48 49 0 0 0
Overall Council Direction 60 64 53 44 54 59 51 51
GSCC Regional Centres State-Wide
Overall Performance 62 58 60
Community Consultation 55 54 56
Advocacy 57 54 54
Making Community Decisions 53 52 55
Customer Service 71 72 71
Sealed Local Roads 57 57 56
Overall Council Direction 60 52 53