City of Playford Customer Satisfaction Research: June …€¦ · City of Playford Customer...

Marketing Science Centre -1- www.marketingsciencecentre.com

City of Playford Customer Satisfaction Research: June2001

Prepared for: Jane Trotter and Penny GaleCity of PlayfordCivic Centre: Warooka DriveSmithfield SA 5114

Prepared by: Catherine Eddy and JasonAllsoppMarketing Science CentreWay Lee BuildingNorth TerraceADELAIDE SA 5000

ph (08) 8302 0150fax (08) 8302 0123

Date of Issue: 3.8.01

Draft report No: 6978


Contents

Contents......................................................................................................................2

Summary.....................................................................................................................3

Introduction .................................................................................................................5

Results ........................................................................................................................6

Questionnaire............................................................................................................29

ISO 9001 Lic No. 6382

For further up-to-date information on the Marketing Science Centre see

www.MarketingScienceCentre.com


Summary

This report outlines the results of a survey of 603 residents of the City of

Playford. Interviewing took place by telephone with randomly selected residents

within the City during July, 2001.

Respondents were asked questions about the performance of the Council on a

wide range of issues pertaining to the services provided by the City of Playford.

These services included the following broad groupings: city appearance, city

maintenance, crime and safety, environmental issues, amenities, litter and

garbage control, general council issues, council communication and recent

contact experience with Council.

Residents were asked to provide a score on an eleven point scale (0-10) of their

agreement with a positive statement indicating satisfaction with the service

provided, where a higher score is “better”. The mean scores are presented in

Table 1.

Table 1 - Mean scores for various council services

Score/10

Toilet Amenities 8.0

Litter and Garbage Control 7.8

General City Maintenance 6.8

Environmental Issues 6.7

General Council Issues 6.5

City Appearance 6.1

Communication to Residents 5.9

Crime and Safety 5.7

An “overall” satisfaction score was also obtained from respondents. The mean

score for the total sample was 69 out of 100. This score is comparable with

other similar organisations surveyed by the MSC.

Other key findings of this research were:


• 59% of respondents said that garbage collection is the most important

service offered by the Council. Agreement with the satisfaction

statement related to this service was 8.7 out of 10.

• Of the residents who had recent contact with the City of Playford, 72%

were either satisfied or very satisfied with that contact.

• Telephone is the most popular method for residents to contact the

Council with 70% of respondents nominating it as their preferred

method. 75% of respondents who had recent contact with the City of

Playford said that the Customer Service Centre was their first point of

contact.

• The most preferred methods for making payments to the City of

Playford or similar organizations (i.e. other councils) was by cash (47%),

with credit card the next popular method (13%),


Introduction

In June 2001, the City of Playford commissioned the Marketing Science Centre

to undertake a customer survey to understand the needs of residents and their

perceptions of Council services. This report details the findings from that survey.

The survey was conducted by telephone during July 2001. The objectives of the

research were to assist Council management in:

Understanding the needs and expectations of residents in the design and

delivery of Council services

Evaluating the effectiveness of Council services and programs

Allocating resources across Council services and programs

This survey will act as a benchmark for future research studies so that

comparisons with service delivery levels can be made over time.

Residents were asked to nominate services they were aware of and also to

comment on those services they used. In addition, a battery of questions was

asked of all respondents, regardless of their use of these services.

Respondents were also asked about recent contact with the City of Playford and

satisfaction with that contact as well as preferred methods on payment and

contact with council. A text copy of the questionnaire appears at the end of this

report.

Interviews were conducted by IQCA accredited interviewers using a modern

CATI (Computer Aided Telephone Interviewing) system. All fieldwork was

supervised by a trained supervisor and in accordance with IQCA practice, a

selection of respondents were re-contacted to verify the interview.


Results

The descriptive results relating to the general aspects of satisfaction are

presented first.

Respondents were asked on an unprompted basis to nominate what services the

City of Playford provides to residents. Garbage collection was the service

nominated by most residents (73%). All other services had much lower

awareness levels. With respect to usage rates, garbage collection, fixed libraries

and parks and reserves were the only Council services nominated by

respondents that recall rates of over 20%.

Table 2 - Services and usage by the City of Playford

Services provided Services used

n % n %

Garbage collection 442 73% 443 73%

Parks and reserves 239 40% 128 21%

Roads 191 32% 88 15%

Verge maintenance 180 30% 84 14%

Libraries (fixed not mobile 163 27% 161 27%

Street sweeping 109 18% 50 8%

Dog registartion 93 15% 66 11%

Footpaths 70 12% 26 4%

Other 50 8% 13 2%

Tree maintenance 42 7% 8 1%

Greenwaste 40 7% 39 6%

Ovals and sporting grounds 39 6% 20 3%

Public lighting 38 6% 15 2%

Mobile library 36 6% 13 2%

Don’t know 34 6% 53 9%

Waste management 32 5% 34 6%

Immunisation service 30 5% 11 2%

Seniors programs 25 4% 6 1%

The aquadome 18 3% 11 2%

Overall look of the city 17 3% 13 2%


Environmental management 17 3% 3 0%

Stormwater drainage 16 3% 8 1%

Building approvals 13 2% 3 0%

Environmental health 11 2% 11 2%

Local family and history service 11 2% 2 0%

Planning approvals 10 2% 5 1%

The customer service centre 9 1% 5 1%

Special events 8 1% 4 1%

Disability services 7 1% 2 0%

Conservation programs 7 1% 2 0%

Home assist 6 1% 6 1%

Public conveniences / toilets 6 1% 3 0%

Bike paths and walking trails 6 1% 3 0%

Wasp eradication 5 1% 6 1%

The waste transfer station 4 1% 1 0%

Zoning regulation 4 1% 1 0%

Food safety 4 1% 0 0%

The community directory 3 0% 4 1%

Theatres 3 0% 2 0%

Food coops 2 0% 4 1%

Refused 1 0% 0 0%

Public seating 0 0% 2 0%

Awareness and usage was highest for garbage collection

After seeking unprompted awareness and usage of services, respondents were

read a list of services that the City of Playford provides and were asked to

comment on the services they used, or wished to make comment on.

Respondents could comment on a maximum of 4 services in all and were

presented with statements relating to the service and asked to indicate their level

of agreement with that statement (0-10 point scale). Garbage collection was not

included at the request of Council as this service is outsourced by the City of

Playford.

Table 3 outlines the services listed and the percentage of respondents who

chose to answer questions relating to that particular service.


Table 3 – Services commented on by respondents

Service %

Libraries (fixed not mobile) 49.8

The Aquadome 32.2

Building approvals 18.7

The customer service centre 18.6

The community directory 17.6

Planning approvals 15.1

Wasp eradication 14.8

Immunisation service 13.8

Mobile library 8.1

Seniors programs 7.5

Local family and history service 6.8

Food co-ops 6.1

Home assist 4.8

Zoning regulation 3.3

Libraries (fixed not mobile) were commented on by almost 50% of respondents

Respondents were then asked how satisfied they were with the services

reported in Table 3.

Table 4 – Fixed Library

Fixed Library services n MeanScore

The variety of resources at the library (books, videos, newspapersand magazines) is excellent

294 7.9

Table 5 – The Aquadome

The Aquadome n MeanScore

The Aquadome facilities and programs are just what I want 189 6.6


Table 6 – Building and Planning Approvals

Building and Planning Approvals n MeanScore

Planning and Building approvals are given in a timely fashion 140 6.9

The processes behind planning and building approvals are easy tounderstand

137 6.1

Table 7 – The Customer Service Centre

The Customer Service Centre n MeanScore

Customer service centre staff are knowledgaeable 98 7.8

Response times from the customer service centre are excellent 104 7.6

The 18.6% of respondents who commented on the Customer Service Centre

were asked if they had ever had to contact the Council during the day or after

hours with an emergency (eg storm damage, road damage, uneven footpaths,

drainage problems, syringes etc). Most of these respondents (75%) had not

made contact with the Customer Service Centre with an emergency

Table 8 – Contact with Customer Service Centre with an emergency

Contact with Customer ServiceCentre with an emergency

n %

Yes 27 24

No 84 75

Dont Know / unsure 1 1

Total 112 100

These respondents were then asked some statements about their contact with

the Customer Service Centre during the emergency.

Table 9 – Customer Service Centre

Customer Service Centre n MeanScore

On the occasion the customer service centre was contacted, Councilreacted in a timely fashion

27 7.2


Council dealt with the problem satisfactorily 27 7.0

Table 10 – The Community Directory

The Community Directory n Mean Score

The Community Directory is easy to use 102 8.0

Table 11 – Wasp Eradication

Wasp Eradication n Mean Score

The wasp eradication service wassuccessful in removing wasps from myhome

74 7.7

The response time from the WaspEradication service is excellent

84 6.9

Table 12 – Immunisation Service

Immunisation Service n Mean Score

Staff at the immunisation service arepleasant and helpful

75 9.0

Hours of operation at the immunisationservioce are adequate for my needs

73 8.3

Staff of the immunisations service are viewed in a very positive light

Table 13 – Mobile Library

Mobile Library n Mean Score

The variety of resources (books, videos,newspapers and magazines) availablethrough the mobile library is excellent

44 8.1

Table 14 – Seniors Programs

Seniors Programs n Mean Score

Seniors programs provide a good varietyof activities

38 7.2


Table 15 – Local Family and History Service

Local Family and History Service n Mean Score

The local family and history service suitsmy needs

38 7.9

Table 16 – Food Co-ops

Food Co-ops n Mean Score

The Food Co-op allows me to buy food insmall amounts and this is helpful to me

32 8.5

The Food Co-op offers good value formoney

31 8.0

The variety and range at the Food co-opis adequate for my needs

31 7.3

Respondents who commented on the Food Co-op (6.1%) were asked if they

attended cooking classes run by the Food Co-op. None of the respondents said

they attended these cooking classes.

Table 17 – Home Assist

Home Assist n Mean Score

I am very happy with the home assistprogram

26 7.4

Table 18 – Zoning Regulation

Zoning Regulation n Mean Score

Council rules and regulations in relationto zoning are appropriate

17 5.0


Satisfaction Statements

Respondents were then asked about general aspects of council services.

Table 19 - City Appearance

Statement n Mean Score

The appearance of the City of Playford is very pleasant 598 6.6

The City of Playford displays a positive image generally 580 6.1

There is enough greenery in the City of Playford 591 5.9

Table 20 - General City Maintenance

Statement n MeanScore

Ovals and sporting grounds are well maintained 569 8.0

Parks, gardens and playgrounds are well maintained 589 7.1

The City of Playford’s street are clean 601 6.9

The councils street sweeping program is effective 567 6.8

In the City of Playford, street signage and numbering is extremelyclear

590 6.4

Overall verge maintence is satisfactory (spraying, weeding etc) 586 6.3

The street lighting is adequate in the City of Playford 593 6.2

The provision and maintenecne of walking paths is excellent withinthe City of Playford

504 6.0

Verges are cut regularly enough 577 5.7

The provision and maintenance of bicycle paths is excellent withinthe City of Playford

357 5.3

Footpaths are maintained well in the City of Playford 584 5.3

Table 21 - Crime and Safety


I always feel safe in the City of Playford 594 5.8

Crime prevention is well managed in the City of Playford 545 5.3

Graffiti and vandalism control in the City of Playford is effective 581 5.3

Safety and Crime prevention issues received low scores


Table 22 - Environmental Issues


The council is environmentally responsible 551 6.7

Storm water drainage in the City of Playford is adequate 573 6.2

The council keeps our waterways clean and free of rubbish 532 5.9

Table 23 - Toilet Amenities


The toilet blocks in the City of Playford are well maintained 323 5.8

The toilet blocks in the City of Playford are safe 335 5.3

Table 24 - Litter and Garbage Control


I am satisfied with garbage collection service provided in the Cityof Playford

600 8.7

Litter control in the City of Playford is effective 589 6.8

Residents are very satisfied with the garbage collection service

Table 25 - General Council Issues


Disabled access in the City of Playford is sufficient 416 6.3

Council provides value for money in return for the rates I payeach year

511 4.8

There is plenty of life in the City of Playford after shops close 453 4.4

Table 26 shows that the three statements referring to Council communication

with residents all scored lower than 6 out of 10. There is an obvious perception

amongst the residents that communication from the Council could be improved.


Table 26 - Council Communication to Residents


The City of Playford communicates well with the residents who livethere

576 5.7

The Councils goals and vision are clear and communicated toresidents

576 5.6

The Council invites participation of residents in decision makingabout the City of Playford

526 5.2

Residents appear to have some concern at the levels of communication fromCouncil

Communication and recent contact with the City ofPlayford

Respondents were asked about the most recent time they had dealt with the City

of Playford with a problem or query.

Table 27 – The most recent time dealt with City of Playford

Recent dealings n %

Never 128 21

A couple of days ago 9 2

In the last week 20 3

In the last fortnight 24 4

In the last month 51 9

In the last couple of months 58 10

In the last six months 82 14

In the last year 57 10

Over a year ago 157 26

Dont know / refused 17 3

Total 603 100

26% said that they had last contacted the Council over a year ago, whilst 21% ofrespondents said that they had never contacted the council..

Of the people who had contacted the council, method of contact is shown below

in Table 28.


Table 28 – Modes of Contact

Method n %

Telephone 292 64

Face to Face 135 30

Letter 17 4


Fax 2 <1

Email 1 <1

Community Forum (meeting) 1 <1

Other 1 <1

Community Event 0 <1

Total 458 100

Telephone is the most prevalent method of contact.

Table 29 – First point of Contact

First point of contact n %

Customer Service Centre 344 75

Department 57 12


Counciillor 12 3

Other 5 1

Total 458 100

The Customer Service Centre was the first point of contact for most respondents

Respondents were asked how many sections of the organization they dealt with.


Table 30 – Number of Sections dealt with

How many sections n %

One 262 57

Two 123 27

Three 36 8


Four 6 1

More than four 2 0

Total 458 100

The majority of enquiries result in the person only having to deal with onesection. This is a pleasing result.

Respondents who had made contact were asked their level of agreement with 6

statements relating to making an enquiry. The results are shown in Table 31. In

general the results are positive. The question relating to “I always get an answer

…” received lower levels of agreement, but this simply reflects reality, in that it is

not possible in many cases for the first person spoken to, to give the required

answer.

Table 31 – Aspects of the Enquiry

Aspect of Enquiry n MeanScore

City of Playford staff are extremely pleasant 308 8.0

The face to face contact with the City of Playford is excellent 274 7.8

City of Playford staff are extremely helpful 310 7.7

City of Playford staff always provide prompt service 307 7.3

Information provided by the City of Playford meets my needs 311 7.0

I always get an answer from the first person contacted at the Cityof Playford

291 6.1

Council staff are perceived to be pleasant and helpful

Respondents were asked about how satisfied they were with the way their

enquiry was handled. The results are shown in Table 32.


Table 32 – Overall Satisfaction with Enquiry

n %

Very Satisfied 194 42

Satisfied 136 30

Neither satisfied or dissatisfied 26 6

Dissatisfied 52 11

Very dissatisfied 39 9

Dont know – havent received response 6 1

Dont know - cant recall 5 1

Total 458 100

The majority of people who contact the Council are satisfied or very satisfied withthe result

Respondents were asked to make comment about factors that influenced their

overall satisfaction/dissatisfaction with the City of Playford. The majority of

respondents made no comment, while those that did were varied on a number of

different issues.

Table 33 – Satisfaction/Dissatisfaction Factors

Penny/Jane,

There were hundreds of comments! We are going to sift through so that we can

establish the positive/negative slants and then report them in terms of number of

responses. The “others” that can’t be allocated a category will be reported as

verbatim.

C


Table 34 – Preferences for Payment Methods

Payment Method n %

Cash 357 59

Credit Card 101 17

Cheque 74 12

B Pay 79 13

EFTPOS 62 10

Dont Know / refused 27 5

Telephone 25 4

Internet 17 3

Other 12 2

All respondents were asked if they would be interested in attending local classes

in computing, aromatherapy, budget cooking, cooking for one or other topics of

interest.

Table 35 – Attending local classes of interest run by the council

Attending local classes n %

Yes 257 43

No 339 56


Total 603 100

The majority of respondents aren’t interested in attending local classes

All respondents were asked if they had ever contacted the council about a public

health issue (eg vermin, rats etc).


Table 36 – Contacting council about health issue

Contact council re health issue n %

Yes 97 16

No 505 84


Total 603 100

Most respondents haven’t contacted the Council about a health issue

Table 37 – Was it handled satisfactorily?

Issue handled satisfactorily n %

Yes 57 59

No 37 38


Total 97 100

59% of the 97 respondents who said that they had contacted the councilregarding a public health issue believed that the issue was handled to theirsatisfaction.

All respondents were asked if they had ever attended an event at the community

theatre.

Table 38 – Have you attended an event at the community theatre?

Attend community theatre n %

Yes 227 38

No 372 62

Dont Know / unsure 4 <1

Total 603 100

Most respondents hadn’t attended the community theatre.

Respondents who had not attended the community theatre were asked why that

was the case.


Table 39 – Any particular reason why they hadn’t attended a performance?

Reasons for non-attendance n %

Not interested 154 44

Too busy 112 32

Didnt know about it 50 14

Other 37 10

Total 353 100

Issues for non attendance were generally related to lack of interest and time.

Table 40 – Does the theatre program suit your particular needs?

Theatre program suits needs n %

Yes 155 69

No 44 19


Total 227 100

Of the 227 of respondents who said that they had attended an event at thecommunity theatre, most said that the theatre program suited their particularneeds.

Respondents were asked if there are enough footpaths in the City of Playford.

Table 41 – Footpaths in the City of Playford

Enough Footpaths? n %

Yes 414 69

No 159 26


Total 603 100

Respondents were asked if they had ever needed to contact the Council in

relation to a dog or cat issue (a barking dog, lost dog or a dog roaming about).


Table 42 – Contacted the Council for animal control issue

Contacted Council n %

Yes 212 35

No 391 65

Total 603 100

Of the 35% of respondents that said they had contacted the council, 70% of

them said that the issue was handled in a satisfactory manner.

Table 43 – Handling of the issue

Issue handled satisfactorily? n %

Yes 149 70

No 56 27


Total 212 100

Respondents were asked how they usually get information on what is happening

at the Council. This was asked of all respondents and multiple responses were

allowed.

Respondents were then asked of their preference for receiving information about

what is happening within the Council.


Table 44 – Information on Council activities

Most used source Preferred Source

Information Source n % n %

Messenger 325 54 169 28

Leaflets in the letter box 212 35 194 33

Community News 90 15 66 11

I Dont / Dont care – not interested 52 9 26 4

Word of Mouth 48 8 7 1

Mail (personally addressed) 45 8 95 16

Other 37 6 22 4

Newspapers (not specified) 14 2 8 1

Displays at shoppingcentres 11 2 2 0

The Bunyip 10 2 4 1

TV 5 1 1 0

Radio 3 1 0 0

Internet 0 0 9 2

Total 603 100

The Messenger is the most used source on Council information, whilst leaflets inthe letter box was the most preferred method of sourcing information.

Some of the “other” responses included:

Telephone calls

Personal visits from council workers

Notices on notice boards

Attending local council meetings


Respondents were asked to nominate the likelihood that they would choose to

maintain their own verges in exchange for Council directed its savings on this

service into other community programs.

Table 45 – Likelihood of maintaining their own verge

Verge Maintenance n Mean Score

Likelihood of maintaining their own verge 603 8.0

80% of the surveyed population claimed that they would choose maintain theirown verge

Overall Rating for Satisfaction

Respondents gave an overall satisfaction score for the City of Playford.

Table 46 – Overall Satisfaction (score/100)

Global satisfaction n OverallSatisfaction

/100

Overall satisfaction with the City of Playford/100 599 69

This result is in line with other like service providers

Overall satisfaction was also examined as to whether it might be different

according to age as people in quite different age brackets might have different

perceived priorities in terms of what they expect from the City of Playford.

Table 47 – Satisfaction by Age

Age Group n OverallSatisfaction

/100

Under 20 years 13 67

21 to 31 years 68 63

31 to 40 years 121 69

41 to 50 years 112 70

51 to 60 years 100 65

61 years or more 185 72


Respondents aged over 61 gave the highest satisfaction score however therewas little variation among age groups.

Important services

Respondents were asked to nominate the three most important services

provided by Council.


Table 48 – Most important services offered by the Council

1st 2nd 3rd

Service Provided n % n % n %

Garbage collection 346 57 79 13 25 5

Parks and reserves 32 5 72 11 68 13

Roads 32 5 65 11 38 7

Dont know 25 4 26 4 87 13

Immunisation service 18 3 11 2 9 2

Libraries (fixed not mobile) 16 3 43 8 38 7

Overall look of the city 16 3 18 3 22 4

Waste management 15 2 13 2 7 1

Pubilc lighting 9 1 30 5 31 6

Street seewping 8 1 33 6 28 5

Verge maintenance 8 1 21 4 20 4

Environmental management 7 1 17 3 18 3

Stormwater drainage 7 1 16 3 10 2

Other 7 1 15 3 21 4

Seniors programs 7 1 4 1 6 1

Public Safety/Crime Prevention 6 1 11 2 14 3

Ovals and sporting grounds 6 1 11 2 13 2

Footpaths 5 1 31 5 18 3

Greenwaste 3 1 8 1 6 1

Home assist 3 1 5 1 2 0

Environmental health 3 1 4 1 4 1

Planning approvals 3 1 3 1 2 0

The Aquadome 3 1 2 0 7 1

Dog regsitration 2 0 10 2 15 3

The Customer Service Centre 2 0 5 1 4 1

Tree maintenance 2 0 1 0 9 2

Wasp eradication 1 0 4 1 3 1

Mobile library 1 0 3 1 5 1

Conservationprograms 1 0 3 1 1 0

Disability services 1 0 2 0 3 1

Building approvals 1 0 1 0 4 1

Food co-ops 1 0 1 0 3 1


Local family anbd histiory service 1 0 1 0 0 0

Public seating 1 0 1 0 0 0

Refused 1 0 0 0 3 1

Zoning regulation 1 0 0 0 2 0

Public convieniences / toilets 1 0 0 0 2 0

Bike paths and walking trails 1 0 0 0 2 0

Theatres 0 0 3 1 0 0

The Waste Transfer Station 0 0 2 0 0 0

The Community Directory 0 0 1 0 2 0

Special events 0 0 1 0 0 0

Food safety 0 0 1 0 0 0

Totals 603 97 578 99 552 100

* Percentage figures do not always sum to 100 due to rounding

Garbage collection was overwhelmingly the most important service to residents(59%). Parks and Reserves rated 2nd in terms of importance (13%).

Disability services, food coops, public seating, public conveniences/toilets, bike

paths and walking trails, the Waste Transfer Station, and food safety were

among the services that respondents viewed as the least important

The other services mentioned included

• Communication with residents

• Shopping centres

• Bus services

• Youth programs

• Schools


Survey Demographics

This section provides a breakdown of survey respondents according to

demographic criteria.

Table 49 – Age Group

Age n %

Under 20 years 13 2

21 to 31 years 68 11

31 to 40 years 121 20

41 to 50 years 114 19

51 to 60 years 101 17

61 years or more 186 31


Total 603 100

The sample was spread over a broad range of age groupings.

Table 50 – Sex of respondent

Sex n %

Male 303 50

Female 300 50

Total 603 100

The sample was spread evenly amongst both genders

Table 51 – Occupation of Respondents

Occupation n %

Retired 178 30

Home duties 97 16

Tradesperson 63 10

Labourer 52 9

Professional (doctor, lawyer etc) 32 5

Clerical 31 5

Unemployed 25 4


Student 24 4

Executive / manager 21 4

Independent business 21 3

Teaching / education 19 3

Sales rep 19 3

Hospitality 6 1

Consultant 6 1

Casual sales assistant 4 1

Other 4 1


Total 603 100

There was a wide spread of occupations in the respondent sample

Table 52 – Main language spoken at home

Language n %

English 546 90

Not Specified 50 8

Other 4 1

Italian 2 <1

French 1 <1

Greek 0 0

Cantonese 0 0

Mandarin 0 0

German 0 0

Arabic 0 0

Indian 0 0

Spanish 0 0

Polish 0 0

Total 603 100

English was the main language spoken at home in more than 90% ofrespondents homes. Other languages spoken at home included Khmer, Malay,Vietnamese and Turkish.


Questionnaire

Question # 1 Page # 1

Good morning/afternoon, my name is ............. from the Marketing ScienceCentre, at the University of South Australia. I am not selling anything - we areconducting a research study about how people feel about the area they live inand the council of The City of Playford. This survey will only take about ten or sominutes, and answers will remain confidential.

May I speak to the person who lives in your household whose birthday is next? Ialso need to make sure that they are aged 18 or over.

Interviewer note - if unavailable arrange call back and make note in call window.

-Check List- (Number of items: 2 Min: 1 Max: 1)1 Yes - continue2 Refused - cancel interview

Question # 2 Page # 2Ask all

Interviewer - (re-introduce if necessary)

For this research study, it's important that you think only of activities that theCouncil is responsible for.

It is easy to blur the activities conducted by other service providers with thoseprovided by the City of Playford so I will help you if you are unsure.

-Check List- (Number of items: 1 Min: 1 Max: 1)1 continue


(interviewer - thank the person for taking part if you haven't already)

Firstly, I'd like to tell me which services the City of Playford provides to residents.I'd like you to name any service you think the council is responsible for.


-Check List- (Number of items: 42 Min: 1 Max: 36)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other

Question # 4 Page # 4Ask all(interviewer - we are looking for unprompted usage here)

And which services provided by the City of Playford do you actually use?


-Check List- (Number of items: 42 Min: 1 Max: 36)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other

Question # 5 Page # 5Ask all(interviewer - we are looking for prompted usage here)

Now, I'd like to read you a list of services or responsibilities of the City ofPlayford. Some you may have already mentioned but I just want to make sure


we don't miss any. These are several of those that the City of Playford looksafter. I'd like you to tell me if you use or would like to comment on any of those Imention

Read all responses from list before proceeding, click return once completed allservices used

-Check List- (Random) (Number of items: 15 Min: 1 Max: 5)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The customer service centre7 The Community Directory8 Planning approvals9 Zoning regulation10 Building approvals11 Food co-ops12 Seniors programs13 Home assist14 Local Family and History Service15 None - don't use any of these


Ok. You have said you use «label(q5)». Now I would like to ask you aboutthose services.

Interviewer - note that if respondent nominates more than 5 services, they willneed to choose 5 on which to comment. That is the maximum)

If the respondent does not use any services, just click on continue to completesurvey (and obviously, don't say you are going to ask them about no services!!)


Question # 7 Page # 7For those who mentioned using the Community Directory

Prompt for scale only if necessary

To answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.

The Community Directory is easy to use


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused

SKIPS from Q7IF button7(q5)=1 SKIP TO: 0

Question # 8 Page # 8For those who mentioned Aquadome



The Aquadome facilities and programs are just what I want



Question # 9 Page # 9For those who mentioned library




The variety of resources at the library (books, videos, newspapers andmagazines) is excellent



Question # 10 Page # 10For those who mentioned mobile library


The variety of resources (books, videos, newspapers and magazines) availablethrough the mobile library is excellent




Question # 11 Page # 11For those who mentioned immunisation



Hours of operation at the immunisation service are adequate for my needs



Question # 12 Page # 12For those who mentioned immunisation



Staff at the immunisation service are pleasant and helpful

-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 5


6 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused


Question # 13 Page # 13For those who mentioned wasp eradication



The response time from the Wasp Eradication service is excellent



Question # 14 Page # 14For those who mentioned wasp eradication



The wasp eradication service was successful in removing wasps from my home




Question # 15 Page # 15For those who mentioned customer service centre

Have you ever had to contact Council during the day or after hours with anemergency (e.g. storm damage, road damage, uneven footpaths, drainageproblems, syringes etc)

-Check List- (Number of items: 3 Min: 1 Max: 1)1 Yes2 No3 Don't know/unsure


Question # 16 Page # 16For those who have made contact during the day or after hours with anemergencyTo answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between. Thestatement is...

On the occasion that I contacted them, Council reacted in a timely fashion.

-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 2


3 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused

SKIPS from Q16IF q15=1 SKIP TO: 0

Question # 17 Page # 17For those who have made contact during the day or after hours with anemergency


Council dealt with the problem satisfactorily







Customer service centre staff are knowledgeable






Response times from the customer service centre are excellent




Question # 20 Page # 20For those who mentioned building or planning approvals



Planning and building approvals are given in timely fashion


SKIPS from Q20IF (button8(q5)=1)|(button10(q5)=1) SKIP TO: 0

Question # 21 Page # 21For those who mentioned building or planning approvals



The processes behind planning and building approvals are easy to understand

-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 9


10 10 (totally agree)11 11 don't know12 12 refused

SKIPS from Q21IF (button8(q5)=1)|(button10(q5)=1) SKIP TO: 0

Question # 22 Page # 22For those who mentioned zoning regulation


Councils rules and regulations in relation to zoning are appropriate

We are talking here about the types of buildings that can be erected, the sorts ofsubdivision that is permitted etc.



Question # 23 Page # 23For those who mentioned food co-op



The variety and product range at the Food co-op is adequate for my needs

-Check List- (Number of items: 13 Min: 1 Max: 1)


0 zero (totally disagree)1 12 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused



Prompt for scale only if necessaryTo answer this question, I want you to answer on a scale from zero to ten. Tellme your agreement with this statement. 0 means you totally disagree and 10means you totally agree. You can choose any number in between.

The Food Co-op offers good value for money






The Food co-op allows me to buy food in small amounts and this is helpful to me




Do you attend cooking classes run by the Food Coop



Question # 27 Page # 27For those who mentioned seniors programs


Seniors programs provide a good variety of activities

-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 5


6 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused



Can you tell me, would you be interested in attending local classes in computing,aromatherapy, budget cooking, cooking for one or other topics of interest?


Question # 29 Page # 29For those who mentioned home assist


I am very happy with the Home Assist program




Question # 30 Page # 30For those who mentioned Local family and history service


The local family and history service suits my needs




Have you ever contacted the Council about a public health issue (e.g. vermin,rats etc)?


SKIPS from Q31IF q31≥2 SKIP TO: 33

Question # 32 Page # 32Ask those who have contacted

Did they handle the issue to your satisfaction?




Have you ever attended any event at the community theatre?


Question # 34 Page # 34Ask all who said they hadn't attended a performance

Is there any particular reason why you haven't done so?

-Dbase-(Number of items: 4)comment 1«Text Variable»


Question # 35 Page # 35Ask all who have attended

Does the theatre program suit your particular needs?




I'll read another set of statements now. Use the same 10 point agreement scale.So, 0 means you totally disagree and 10 means you totally agree.


So the first statement is...

Click on continue button to get to statements



The City of Playford communicates well with the residents who live there

Re-prompt scale if necessary



Council provides value for money in return for the rates I pay each year


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 8


9 910 10 (totally agree)11 11 don't know12 12 refused


The City of Playford displays a positive image generally




The appearance of the City of Playford is very pleasant





Parks, gardens and playgrounds are well maintained




There is not enough greenery in the City of Playford




The City of Playford's streets are clean





Footpaths are maintained well in the City of Playford




Are there enough footpaths in the City of Playford





The provision and maintenance of bicycle paths is excellent within the City ofPlayford




The provision and maintenance of walking paths is excellent within the City ofPlayford



In the City of Playford, street signage and numbering is extremely clear





The street lighting is adequate in the City of Playford




Crime prevention is well managed in the City of Playford


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 1


2 23 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused


I always feel safe in the City of Playford




Storm water drainage in the City of Playford is adequate


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 7


8 89 910 10 (totally agree)11 11 don't know12 12 refused


The Council keeps our waterways clean and free of rubbish




The Council is environmentally responsible





The toilet blocks in the City of Playford are safe




The toilet blocks in the City of Playford are well maintained




I am satisfied with garbage collection service provided in the City of Playford




Ovals and sporting grounds are well maintained




Litter control in the City of Playford is effective


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 2


3 34 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused


Graffiti and vandalism control in the City of Playford is effective




Verges are cut regularly enough


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 8


9 910 10 (totally agree)11 11 don't know12 12 refused


Disabled access in the City of Playford is sufficient

Interviewer - you can say at this point something like"we're getting through it now, not that many questions left in this section"


Question # 63 Page # 63 Ask all

Overall verge maintenance is satisfactory (spraying, weeding etc)


Question # 64 Page # 64


Ask all

There is always plenty of life in the City of Playford after shops close



Have you ever had to contact the Council in relation to a dog or cat issue (abarking dog, a lost dog or a dog roaming about)


Question # 66 Page # 66Ask those who have contacted Council in relation to dog or cat issue

Was the issue handled to your satisfaction?




OK. Back to the 10 point scale again.The Council’s goals and vision are clear and communicated to residents




The Council invites participation of residents in decision making about the City ofPlayford



The Councils street sweeping program is effective

-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 6


7 78 89 910 10 (totally agree)11 11 don't know12 12 refused


Have you had to deal with the Council at any time in the past year ?

Interviewer - if they query what this means, say - have you had to ring up, go inthere to make a payment, had a query, et cetera.

-Check List- (Number of items: 3 Min: 1 Max: 1)1 yes2 no3 don't know / refused


Question # 71 Page # 71 Ask those who have dealt with City of Playford in last year

I have a few questions to ask about dealing with the City of Playford then.Can you use the same zero to ten score as before ?the next statement is..

Click on continue button to get to statements


Question # 72 Page # 72Ask those who have dealt with City of Playford in last year

City of Playford staff are extremely helpful


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 3


4 45 56 67 78 89 910 10 (totally agree)11 11 don't know12 12 refused


City of Playford staff are extremely pleasant




City of Playford staff always provide prompt service


-Check List- (Number of items: 13 Min: 1 Max: 1)0 zero (totally disagree)1 12 23 34 45 56 67 78 89 9


10 10 (totally agree)11 11 don't know12 12 refused

Question # 75 Page # 75Ask those who have dealt with City of Playford in past year

The face to face contact with City of Playford is excellent

Re-prompt scale if necessary. If they haven't had face to face contact, thenindicate using "don't know" response


Question # 76 Page # 76Ask those who have dealt with City of Playford

Information provided by the City of Playford meets my needs




Question # 77 Page # 77Ask those who have dealt with City of Playford

I always get an answer from the first person contacted at the City of PlayfordRe-prompt scale if necessary



When was the most recent time you dealt with the City of Playford with aproblem or query ?

Interviewer note - the 'never' category should not be mentioned by therespondent because they get asked this question only if they said they HADcontact. its just there to cater for mistakes.

-Check List- (Number of items: 10 Min: 1 Max: 1)1 Never2 A couple of days ago3 In the last week4 In the last fortnight5 In the last month6 In the last couple of months7 In the last six months8 In the last year9 Over a year ago10 don't know / refused

SKIPS from Q78IF (q78=1)|(q78=10) SKIP TO: 83

Question # 79 Page # 79 Ask only those who have had contact

How did you contact the Council?


-Check List Open- (Number of items: 9 Min: 1 Max: 1)1 Telephone2 Face to Face3 Letter4 Fax5 E mail6 Community Event7 Community Forum (meeting)8 Don't know / refused9 Other (specify) «»

Question # 80 Page # 80Ask only those who have had contact

Who was your first point of contact?

-Check List Open- (Number of items: 5 Min: 1 Max: 1)1 Customer service centre/General council enquiry number2 Councillor3 Department4 don't know / refused5 Other (specify) «»


How many sections of the organisation did you deal with?

-Check List- (Number of items: 6 Min: 1 Max: 1)1 one2 two3 three4 four5 more than four6 don't know / refused


Overall, how satisfied were you with the manner in which the Council dealt withyour query?were you .....

( interviewer - read out the categories. single response only

-Check List- (Number of items: 7 Min: 1 Max: 1)1 very satisfied


2 satisfied3 neither satisfied or dissatisfied4 dissatisfied5 very dissatisfied6 don't know- haven't received response7 don't know- can't recall


Do you have any comments to make regarding your satisfaction ordissatisfaction with the City of Playford?

Interviewer - if they have no comment, just press enter to continue

-Dbase-(Number of items: 4)comment 1«Text Variable»comment 2«Text Variable»


When making payments to a body like the City of Playford, like rates, fines etcetera, which payment method or methods would you prefer?

Interviewer - up to 3 responses possible. prompt if necessary.

-Check List- (Number of items: 9 Min: 1 Max: 3)1 Cash2 Credit card3 Cheque4 EFTPOS5 Telephone6 B pay7 Internet8 other9 don't know / refused


How do you usually get information on what is happening at Council

Multiple response

-Check List Open- (Number of items: 13 Min: 1 Max: 12)1 I don't


2 The Bunyip3 Messenger4 Community News5 Internet6 Word of mouth7 Radio8 TV9 Mail (personally addressed)10 Newspapers (not specified)11 Leaflets in the letter box12 Displays at shopping centres13 Other (specify) «»


And what is your preferred method for receiving information about what ishappening at Council?

-Check List Open- (Number of items: 13 Min: 1 Max: 1)1 Don't care - not interested2 The Bunyip3 Messenger4 Community News5 Internet6 Word of mouth7 Radio8 TV9 Mail (personally addressed)10 Newspapers (not specified)11 Leaflets in the letter box12 Displays at shopping centres13 Other (specify) «»


Council spends a million dollars a year on verge maintenance. If residentsmaintained their own verges, this money could be diverted into other programsand services such as hardwaste collection, improved roads, footpaths and parks.I'd like you to consider whether or not you would be willing to make such atradeoff. So, whether you would consider maintaining your own verge inexchange for council directing those monies towards other programs.

I would like you to answer on a scale of zero to ten. 10 means that you arecertain or practically certain that you would maintain your own verge in exchangefor those monies being directed to other programs. 0 means that there is nochance or almost no chance that you would do so.


If you are uncertain about the chances, choose a number between 0 and 10.You can treat the numbers as the number of chances in 10 that you wouldmaintain your own verge. For example 3 would mean 3 chances in 10 that youwould do so, while 7 would mean 7 chances in 10 that you would, and so on.

So how likely is it that you would maintain your own verge in exchange for thosemonies being directed into other programs?

-Check List- (Number of items: 12 Min: 1 Max: 1)0 0 = No chance, almost no chance1 12 23 3 = 3 chances in 104 45 56 67 7 = 7 chances in 108 89 910 10 = Certain, practically certain11 Don't Know/Refused


Can you tell me, what do you think are the three most important servicesprovided by Council in the City of Playford. Tell me the most important first....

1st mentioned

-Check List Open- (Number of items: 42 Min: 1 Max: 1)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services


16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other (specify) «»

SKIPS from Q88IF q88=40 SKIP TO: 91IF q88=41 SKIP TO: 91


And the second most important...

2nd mentioned

-Check List Open- (Number of items: 42 Min: 1 Max: 1)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals


12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other (specify) «»

SKIPS from Q89IF q89=40 SKIP TO: 91IF q89=41 SKIP TO: 91


And the third most important service provided by the City of Playford

3rd mentioned

-Check List Open- (Number of items: 42 Min: 1 Max: 1)1 The Aquadome2 Libraries (fixed not mobile)3 Mobile Library4 Immunisation service5 Wasp Eradication6 The waste transfer station7 The customer service centre


8 The Community Directory9 Planning approvals10 Zoning regulation11 Building approvals12 Food co-ops13 Seniors programs14 Home assist15 Disability services16 Food safety17 Environmental health18 PARKS AND RESERVES19 PUBLIC CONVENIENCES/TOILETS20 OVERALL LOOK OF THE CITY21 OVALS AND SPORTING GROUNDS22 SPECIAL EVENTS23 THEATRES24 WASTE MANAGEMENT25 GREENWASTE26 VERGE MAINTENANCE27 CONSERVATION PROGRAMS28 ENVIRONMENTAL MANAGEMENT29 STORMWATER DRAINAGE30 ROADS31 FOOTPATHS32 BIKE PATHS AND WALKING TRAILS33 PUBLIC LIGHTING34 Local Family and History Service35 Garbage collection36 Dog registration37 Street sweeping38 Public seating39 Tree maintenance40 Don't know/Can think of any41 Refused42 Other (specify) «»


Taking everything into account, could you give me a rating for your overallsatisfaction with the City of Playford? Could you give me a score out of 100 points where zero is the lowest and 100 is the highest possible score

Interviewer - just type in the number that they give, like 57 or whatever.enter "-1" for don't know or refused

-Dbase-(Number of items: 2)type response in here (e.g. 50)«Text Variable»



Did you vote in the last council election?

-Check List- (Number of items: 3 Min: 1 Max: 1)1 yes2 no3 don't know / refused


Can I ask which age group are you in?

-Check List- (Number of items: 7 Min: 1 Max: 1)1 Under 20 years2 21 to 30 years3 31 to 40 years4 41 to 50 years5 51 to 60 years6 61 years or more7 don't know / refused

Question # 94 Page # 94Do not ask respondent, just note

Sex of respondent

-Check List- (Number of items: 2 Min: 1 Max: 1)1 Male2 Female


Now, can I ask your occupation?

Interviewer - see if you can fit the response to one category below.If unsure, ask "would that be in the ..... category then ?"

-Check List Open- (Number of items: 17 Min: 1 Max: 1)1 teaching / education2 clerical3 sales representative (i.e. a "rep")4 executive / manager


5 tradesperson6 hospitality7 casual sales assistant8 consultant9 independent business10 labourer11 professional (doctor, lawyer, etc)12 Student13 Unemployed14 Home duties15 Retired16 don't know / refused17 Other (specify) «»


What is the main language you speak at home?

-Check List Open- (Number of items: 12 Min: 1 Max: 1)1 English2 Italian3 Greek4 Cantonese5 Mandarin6 German7 Arabic8 Indian9 Spanish10 Polish11 French12 Other (specify) «»


Thank you for your time. In case you missed it my name is .......... from theMarketing Science Centre.As part of our quality control my supervisor will be recontacting a percentage ofrespondents to verify the interview was conducted. Can I confirm your details forthis please ?

-Dbase-(Number of items: 10)FIRSTNAME«Text»SUBURB«Text Variable»PCODE


«Text Variable»PHONE«Text Variable»INTERVIEWER ID NO«Text Variable»

DATA FIELDS REPORTQ-created Date start at field 1 1 field wideQ-created Time start at field 2 1 field wideQ1 start at field 3 1 field(s) wideQ2 start at field 4 1 field(s) wideQ3 start at field 5 42 field(s) wideQ4 start at field 47 42 field(s) wideQ5 start at field 89 15 field(s) wideQ6 start at field 104 1 field(s) wideQ7 start at field 105 1 field(s) wideQ8 start at field 106 1 field(s) wideQ9 start at field 107 1 field(s) wideQ10 start at field 108 1 field(s) wideQ11 start at field 109 1 field(s) wideQ12 start at field 110 1 field(s) wideQ13 start at field 111 1 field(s) wideQ14 start at field 112 1 field(s) wideQ15 start at field 113 1 field(s) wideQ16 start at field 114 1 field(s) wideQ17 start at field 115 1 field(s) wideQ18 start at field 116 1 field(s) wideQ19 start at field 117 1 field(s) wideQ20 start at field 118 1 field(s) wideQ21 start at field 119 1 field(s) wideQ22 start at field 120 1 field(s) wideQ23 start at field 121 1 field(s) wideQ24 start at field 122 1 field(s) wideQ25 start at field 123 1 field(s) wideQ26 start at field 124 1 field(s) wideQ27 start at field 125 1 field(s) wideQ28 start at field 126 1 field(s) wideQ29 start at field 127 1 field(s) wideQ30 start at field 128 1 field(s) wideQ31 start at field 129 1 field(s) wideQ32 start at field 130 1 field(s) wideQ33 start at field 131 1 field(s) wideQ34 start at field 132 1 field(s) wideQ35 start at field 133 1 field(s) wideQ36 start at field 134 1 field(s) wideQ37 start at field 135 1 field(s) wideQ38 start at field 136 1 field(s) wideQ39 start at field 137 1 field(s) wideQ40 start at field 138 1 field(s) wide


Q41 start at field 139 1 field(s) wideQ42 start at field 140 1 field(s) wideQ43 start at field 141 1 field(s) wideQ44 start at field 142 1 field(s) wideQ45 start at field 143 1 field(s) wideQ46 start at field 144 1 field(s) wideQ47 start at field 145 1 field(s) wideQ48 start at field 146 1 field(s) wideQ49 start at field 147 1 field(s) wideQ50 start at field 148 1 field(s) wideQ51 start at field 149 1 field(s) wideQ52 start at field 150 1 field(s) wideQ53 start at field 151 1 field(s) wideQ54 start at field 152 1 field(s) wideQ55 start at field 153 1 field(s) wideQ56 start at field 154 1 field(s) wideQ57 start at field 155 1 field(s) wideQ58 start at field 156 1 field(s) wideQ59 start at field 157 1 field(s) wideQ60 start at field 158 1 field(s) wideQ61 start at field 159 1 field(s) wideQ62 start at field 160 1 field(s) wideQ63 start at field 161 1 field(s) wideQ64 start at field 162 1 field(s) wideQ65 start at field 163 1 field(s) wideQ66 start at field 164 1 field(s) wideQ67 start at field 165 1 field(s) wideQ68 start at field 166 1 field(s) wideQ69 start at field 167 1 field(s) wideQ70 start at field 168 1 field(s) wideQ71 start at field 169 1 field(s) wideQ72 start at field 170 1 field(s) wideQ73 start at field 171 1 field(s) wideQ74 start at field 172 1 field(s) wideQ75 start at field 173 1 field(s) wideQ76 start at field 174 1 field(s) wideQ77 start at field 175 1 field(s) wideQ78 start at field 176 1 field(s) wideQ79 start at field 177 2 field(s) wideQ80 start at field 179 2 field(s) wideQ81 start at field 181 1 field(s) wideQ82 start at field 182 1 field(s) wideQ83 start at field 183 2 field(s) wideQ84 start at field 185 9 field(s) wideQ85 start at field 194 14 field(s) wideQ86 start at field 208 2 field(s) wideQ87 start at field 210 1 field(s) wideQ88 start at field 211 2 field(s) wideQ89 start at field 213 2 field(s) wideQ90 start at field 215 2 field(s) wideQ91 start at field 217 1 field(s) wideQ92 start at field 218 1 field(s) wide


Q93 start at field 219 1 field(s) wideQ94 start at field 220 1 field(s) wideQ95 start at field 221 2 field(s) wideQ96 start at field 223 2 field(s) wideQ97 start at field 225 5 field(s) wideTotal Time start at field 230 2 fields wideDate Saved start at field 232 1 field wideTime Saved start at field 233 1 field wide

City of Playford Customer Satisfaction Research: June …€¦ · City of Playford Customer...

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Transcript of City of Playford Customer Satisfaction Research: June …€¦ · City of Playford Customer...