CUSTOMER SERVICE - Monash Council · • 49% of Monash City Council residents have had contact with...

110

CUSTOMER SERVICE

111

Contact last 12 months

• 49% of Monash City Council residents have had contact with Customer

Service in the last 12 months, down 2% on 2012.

• Rating of Customer Service has decreased slightly from 71 in 2012 to 70 in

2013, slightly below the State-wide average and Inner Melbourne

Metropolitan averages.

• The greatest change relative to 2012 was a 7-point drop among women

aged 18-49 and an 8-point increase among men aged 18-49.

COMMUNITY SATISFACTION SURVEY 2013 - Monash City Council

112

CONTACT 51%

NO CONTACT 49%

2012

Q5. Over the last 12 months, have you or any member of your household had any contact with Council? This may be in person, in writing, by telephone

conversation, by text message, by email or via their website or social media such as Facebook or Twitter?

Base: All respondents. Councils asked statewide: 71

CONTACT 49%

NO CONTACT 51%

2013


Contact Last 12 Months

113

62

65

66

67

69

69

70

71

71

71

72

73

73

73

74

76

76

Women 18-49

18-34

Women

Monash South-West

35-49

Monash East

2013 Monash City Council

50-64


State-wide

Women 50+

Men

Men 18-49

Inner Melbourne Metro

Men 50+

65+

Monash West*

Q5c. Thinking of the most recent contact, how would you rate Council for customer service?

Base: All respondents who have had contact with Council in the last 12 months. Councils asked statewide: 71

-7

0

-5

-6

0

6

-1

-1

NA

0

-4

3

8

0

-3

-3

-6


2013 Contact Customer Service

Change (2012 to 2013) Index Score

114

Q5c. Thinking of the most recent contact, how would you rate Council for customer service?

Base: All respondents who have had contact with Council in the last 12 months. Councils asked statewide: 71


33

20

34

27

36

32

30

18

25

30

26

25

39

32

31

27

29

33

30

41

44

38

36

35

38

32

43

33

41

39

39

38

37

40

23

20

13

12

18

18

19

13

21

12

19

17

10

16

17

17

16

9

14

3

12

2

9

16

10

12

8

14

5

12

6

7

10

8

2

6

7

4

4

6

4

3

3

7

4

5

4

4

9

2

6

2

14

6

4

6

5

2

2

5

3

Women 50+

Women 18-49

Men 50+

Men 18-49

65+

50-64

35-49

18-34

Women

Men

Monash South-West

Monash East

Monash West*


State-wide



%

2013 Contact Customer Service

Very good Good Average Poor Very Poor Can't say

115

COUNCIL DIRECTION INDICATORS

116

Council Direction Summary

• When asked about the direction of Monash City Council over the last 12

months, 70% of all residents say it has stayed about the same, 17% say

things have improved and 8% say things have deteriorated.

• These results are almost identical to 2012 when 70% of all residents said it

had stayed about the same, 16% said things improved and 8% said things

had deteriorated.

• Residents aged 18-34 (22%) are most likely to believe Council Direction

has improved and residents residing in Monash West (15%) are most likely

to believe Council Direction has deteriorated.


117

51

51

53

53

53

53

54

54

54

55

55

55

55

56

57

58

59

35-49

Monash West

Men

Men 18-49

Men 50+

State-wide

50-64

65+

2012 Monash CityCouncil

Women 50+

Monash East

2013 Monash CityCouncil


Monash South-West

Women

Women 18-49

18-34

Q6. Over the last 12 months, what is your view about the direction of Council overall?



0

-4

-1

2

-5

1

1

-4

NA

1

1

1

1

2

2

2

4

2013 Overall Direction Last 12 Months

Change (2012 to 2013) Index Score

118

Q6. Over the last 12 months, what is your view about the direction of Council overall?



16

18

17

16

18

15

11

22

17

16

19

14

17

18

19

17

16

70

71

67

70

63

73

71

70

71

68

70

74

59

68

63

70

70

7

3

12

10

11

8

9

5

5

11

8

4

15

9

13

8

8

6

8

5

4

8

4

9

4

7

4

4

7

9

5

5

6

6

Women 50+

Women 18-49

Men 50+

Men 18-49

65+

50-64

35-49

18-34

Women

Men

Monash South-West

Monash East

Monash West


State-wide



%

2013 Overall Direction Last 12 Months

Improved Stayed the same Deteriorated Can't Say

119

COMMUNICATIONS

120

Communications Summary

• A council newsletter sent via mail (41%) is the main preferred form of

communication among residents, for those aged under 50 (36%) and even

more so for those aged over 50 (46%)

• A council newsletter sent via email (23%) is the second most preferred

method of communication among residents, again both for those aged

under 50 (24%) and over 50 (22%).

• A council newsletter as an insert in a local newspaper (16%) and advertising

in a local newspaper (13%) following as the third and fourth preferred forms

of communication, although incidence levels are down slightly on 2012.

• Website and text message formats did not rate as highly as other modes of

communication, although further analysis is recommended to understand

the demographic preference profiles of the various different forms of

communication.


121

41

23

16

13

3

2

1

0

A council newsletter sent via mail

A council newsletter sent via email

A council newsletter as an insert in alocal newspaper

Advertising in a local newspaper

A text message

The council website

Other

Can't Say

Q13. If Council was going to get in touch with you to inform you about council news and information and upcoming events, which one is the BEST way to

communicate with you?

Base: All respondents. Councils asked statewide: 27 Councils asked group: 7

%

3

1

-3

-3

1

0

0

NA


2013 Best Forms of Communication

Change (2012 to 2013) Detailed Percentages

122

36

24

17

12

5

4

2

0



A council newsletter as an insert in a localnewspaper


A text message

The council website

Other

Can't Say




4

-4

-1

-6

3

2

NA

NA

%



Change (2012 to 2013) Under 50s

123

46

22

15

13

2

1

1

0



A council newsletter as an insert in a localnewspaper


A text message

The council website

Other

Can't Say




-1

8

-6

-1

NA

0

-1

NA

%



Change (2012 to 2013) Over 50s

124

POSITIVES & AREAS FOR

IMPROVEMENT

125

Positives & areas for improvement summary

• When asked to describe the best thing about the Council, residents were

very forthcoming in their responses, with top mentions including:

– Proximity to Facilities: 31%

– Parks and Gardens: 21%

– Local Law Enforcement: 16%

– Location: 14%

– Community Facilities: 14%

• Conversely, when asked what the Council most needs to do to improve its

performance, the top areas for improvement included:

– Parking Availability: 11%

– Informing The Community: 10%

– Nothing: 9%

– Community Consultation: 9%

– Footpaths/Walking Tracks: 6%


126

31

21

16

14

14

12

10

9

9

8

3

Proximity to Facilities

Parks and Gardens

Local Law Enforcement

Location

Community Facilities

Transport

Business Development

Public areas

Generally Good Overall/No Complaints

The Community/ Community Feeling/ Neighbourhood

Nothing

Q16. Please tell me what is the BEST thing about living in Monash City Council?


%


2013 Best things about Council

Detailed Percentages

127

Q17. What does Council most need to do to improve its performance?


%


11

10

9

6

5

5

5

5

5

9

Parking Availability

Informing The Community

Community Consultation

Footpaths/Walking Tracks

Waste Management

Traffic Management

Rates too expensive

Public Areas general maintenance

Medium Strips/Nature Strips

Nothing

2013 Council needs to improve

Detailed Percentages

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