Satisfaction with Yarra Council services at ten-year high

Satisfaction with our services is at its highest since 2009 according to our annual customer satisfaction survey.

The survey, conducted independently by Metropolis Research in February 2019, asked 800 randomly selected households across Yarra to rate their satisfaction with a range of our services and to identify any emerging issues and priorities.

Satisfaction with Yarra Council’s overall performance was rated “very good” (7.30 out of 10), a 4.4% increase from last year’s results. This is significantly higher than metropolitan Melbourne average, which is rated as “good” (6.74 out of 10).

Average satisfaction with Yarra Council’s services was rated “excellent” (7.93 out of 10). This is also significantly higher than the metro average, categorised as “very good” (or 7.43 out of 10).

The survey asked residents for their opinion on 29 services, and almost all received a high score.

Weekly rubbish collection was the highest-ranked service, scoring 8.74 out of 10, followed by local libraries, which scored 8.67.

Our recycling, hard rubbish service and maintenance of parks and gardens scored 8.54, 8.49 and 8.36 respectively. These scores are all categorised as “excellent”.

Satisfaction in the Governance and Leadership category is at an all-time high in Yarra, with an overall “very good” score of 7.28 out of 10. This includes ratings of “very good” for meeting environmental responsibilities (7.72, up from 7.41 in 2018) and “good” (7.21) for community consultation and engagement (up from 6.86).

Building, planning and housing development, were identified as an issue by 11.8% of respondents, a significant improvement on last year, when these areas were identified by 24.3% of people.

When asked about which services had improved over the last 2 years, residents identified parks, gardens and open space, road maintenance and bike and walking paths.

When compared to the results of the 2018 survey, the most improved service areas were maintenance and cleaning of public areas, parking enforcement and footpath maintenance and repairs.

The survey results help us identify areas that we can improve on, and ensure that our priorities match the views and values of our community.

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