Community Satisfaction Survey

About the survey

The Annual Community Satisfaction Survey is a state-wide initiative conducted across all Victorian councils to assess customer satisfaction with local government services. This survey provides valuable insights into how residents perceive various service areas, helping councils benchmark their performance and identify areas for improvement.

The survey is conducted by independent research company 3arc Social Pty Ltd and gathers feedback from a representative sample of more than 800 residents randomly selected and invited to participate in the online survey. Council is required by legislation to provide data from this survey to inform the Local Government Performance Reporting Framework (LGPRF).

All responses remain anonymous and the survey only takes approximately 11 minutes to complete. Your feedback helps shape the future of services in the City of Whittlesea.

2025 Community Satisfaction Survey is here

We’re excited to announce that our annual community satisfaction survey is live now and will continue till mid-April. Participants, chosen randomly, will receive a letter or email with all the details.

How it works

Receive an invitation

If you are chosen from our random selection, you’ll receive an invitation to take part in a digital survey via email or letter with a unique code to your household.

Share your insights

Share your experience by completing our user-friendly digital survey.

Help us improve our community

Your input influences projects and services.

Responding to the survey allows residents to provide valuable insights about how they perceive various service areas, helping councils benchmark their performance and identify areas for improvement.

These surveys aren't about specific programs or policies. They're designed to give us a better understanding of the experiences of residents living in the City of Whittlesea.

Why your feedback matters

Survey responses help us to:

expand our knowledge and understanding of the community
measure community outcomes and progress towards our Whittlesea 2040 Vision
prioritise and allocate resources where they are most needed
identify areas for improvement and modify service delivery as required
understand what has changed for the community over time.

The data provides meaningful information to achieve the goals in Whittlesea 2040: A place for all.

Community Satisfaction Survey previous results

Services are rated by an index score which is a weighted score out of 100.

Summary of core measures

	City of Whittlesea			Interface			Statewide
	2022	2023	2024	2022	2023	2024	2022	2023	2024
Overall Performance	59	55	52	56	51	50	59	56	54
Value for money	55	51	47	51	48	47	53	49	48
Community consultation	55	52	51	52	49	49	54	52	51
Managing community decisions	57	53	50	53	49	47	54	51	50
Sealed local roads	59	53	51	53	45	45	53	48	45
Waste management	69	70	70	69	67	65	68	66	67
Customer service	73	68	66	68	65	66	68	67	67
Overall Council direction	51	46	44	48	43	44	50	46	45
Average	59.8	56	53.9	56.3	52.1	51.6	57.4	54.4	53.4

Summary of other measures

	City of Whittlesea			Interface			Statewide
	2022	2023	2024	2023	2022	2024	2023	2022	2024
Art centres & libraries	67	68	66	69	70	67	73	73	73
Emergency and disaster management	69	67	63	64	62	61	66	65	65
Informing the community	57	53	53	56	53	51	59	57	56
Community decisions	57	53	50	53	49	47	54	51	50
Appearance of public areas	60	52	51	62	56	56	71	64	68
Local streets and footpaths	57	52	50	54	47	46	57	52	52
Lobbying	55	52	50	51	47	48	53	51	50
Average	61.4	57	54.7	59.4	56	53.7	62.8	60.4	59.1

Frequently asked questions

Who can participate?

Residents are randomly selected from our database and invited to participate via mail or email. Some may also receive an SMS notification with a link to the survey.

To participate, you must be:

18 years or older

A current resident of the City of Whittlesea

Each invitation includes a unique link to ensure one-time participation.

What will I be asked to do?

If you are selected to take part in the study, you will receive a letter or an email with detailed instructions on how to complete the survey. You will be requested to click a link in the email or scan a QR code and enter your unique number to access the digital survey.

If you have seen an ad for the survey, you can simply click through to complete the survey.

The survey will take you approximately 11 minutes to complete.

You will have three to four weeks to respond to the survey.

What type of questions will I be asked?

Each survey has a different set of questions to help us learn about your experiences living in the City of Whittlesea. We are not looking for specific feedback about programs or polices in these surveys, instead we want to learn more from our community about changing trends over time.

Depending on the survey you receive, you may be asked about:

service delivery

programs
areas of responsibility.

The information you provide will be combined with responses from other members of the community to produce statistical data for the City of Whittlesea.

Can I complete the survey in a language other than English?

Yes. At the beginning of the survey, select your preferred language.

To use the free interpreter service, call 131 450.

Will I hear about the results of the survey?

We publish a summary of our findings on our website for the community to view. The results will also be published in strategic reports that we are required to deliver to keep information transparent and accountable to the community and other government levels.

Who can I contact if I need further information?

For more information about the Annual Community Satisfaction Survey or for assistance in completing the survey, please contact Customer Service on 03 9217 2170 and ask to speak to a member of the Research Department.