Knowing how we do is an important part of our continuous improvement. We track levels of community and customer satisfaction across a number of areas to identify where we are achieving our service goals and how we can do even better.
Read about our service promise to you
The Local Government Community Satisfaction Survey 2023 was conducted during February and March 2023 by JWS Research on behalf of the Department of Energy, Environment and Climate Action (formerly Department of Environment, Land, Water and Planning). Services are rated by an index score which is a weighted score out of 100.
Summary of core measures
| |
City of Whittlesea |
Interface |
Statewide |
| |
2023 |
2022 |
change |
2023 |
2022 |
change |
2023 |
2022 |
change |
| Overall Performance |
55 |
59 |
-4 |
51 |
56 |
-5 |
56 |
59 |
-3 |
| Value for money |
51 |
55 |
-4 |
48 |
51 |
-3 |
49 |
53 |
-4 |
| Community consultation |
52 |
55 |
-3 |
49 |
52 |
-3 |
52 |
54 |
-2 |
| Managing community decisions |
53 |
57 |
-4 |
49 |
53 |
-4 |
51 |
54 |
-3 |
| Sealed local roads |
53 |
59 |
-6 |
45 |
53 |
-8 |
48 |
53 |
-5 |
| Waste management |
70 |
69 |
1 |
67 |
69 |
-2 |
66 |
68 |
-2 |
| Customer service |
68 |
73 |
-5 |
65 |
68 |
-3 |
67 |
68 |
-1 |
| Overall Council direction |
46 |
51 |
-5 |
43 |
48 |
-5 |
46 |
50 |
-4 |
| Average |
56.0 |
59.8 |
-3.75 |
52.1 |
56.3 |
-4.13 |
54.4 |
57.4 |
-3 |
Summary of other measures
| |
City of Whittlesea |
Interface |
Statewide |
| |
2023 |
2022 |
change |
2023 |
2022 |
change |
2023 |
2022 |
change |
| Art centres & libraries |
68 |
67 |
1 |
70 |
69 |
1 |
73 |
73 |
0 |
| Emergency and disaster management |
67 |
69 |
-2 |
62 |
64 |
-2 |
65 |
66 |
-1 |
| Covid-19 response |
66 |
69 |
-3 |
64 |
66 |
-2 |
67 |
69 |
-2 |
| Informing the community |
55 |
57 |
-2 |
53 |
56 |
-3 |
57 |
59 |
-2 |
| Community decisions |
53 |
57 |
-4 |
49 |
53 |
-4 |
51 |
54 |
-3 |
| Appearance of public areas |
52 |
60 |
-8 |
56 |
62 |
-6 |
67 |
71 |
-4 |
| Local streets and footpaths |
52 |
57 |
-5 |
47 |
54 |
-7 |
52 |
57 |
-5 |
| Lobbying |
52 |
55 |
-3 |
47 |
51 |
-4 |
51 |
53 |
-2 |
| Average |
58.1 |
61.4 |
-3.25 |
56.0 |
59.4 |
-3.4 |
60.4 |
62.8 |
-2.38
|
Our quarterly health card tracks our customers' experiences.
Positive customer experience
 |
Q4 - 2022/23 |
Q1 - 2023/24 |
Q2 - 2023/24 |
Q3 – 2023/24 |
| By month |
April: 70%
May: 79%
June: 84%
|
July: 82%
August: 82%
September: 82%
|
October: 77%
November: 43%
December: 75%
|
January: 87%
February: 88%
March: 85%
|
| Average overall |
78% |
82% |
63% |
63% |
| First contact resolution: customers who believed we resolved the issue at the first contact |
78% |
78% |
61% |
84% |
| Communication: customers who believed we communicated updates and the outcome with them. |
80% |
80% |
70% |
87% |
|
Ease of use: customers who believed it was ease to raise their matter with us.
|
77% |
77% |
65% |
65% |
Customer tickets logged
 |
Q4 - 2022/23 |
Q1 - 2023/24 |
Q2 - 2023/24 |
Q3 – 2023/24 |
| By month |
April: 8,550
May:1 0,264
June: 7,274
|
July: 8,498
August: 9,413
September: 9,809
|
October: 11,889
November: 11,884
December: 9,473
|
January: 12,355
February: 12,696
March: 11,066
|
| Total tickets logged |
26,388 |
27,720 |
33,246 |
36,117 |
| ‘Snap, send, solve’ requests received |
2,843 |
2,320 |
4,858 |
5,311 |
| Requests received via email |
3,313 |
3,833 |
3,947 |
4,279 |
Customer service calls
 |
Q4 - 2022/23 |
Q1 - 2023/24 |
Q2 - 2023/24 |
Q3 – 2023/24 |
| Total calls received |
32,927
|
36,302
|
39,361
|
51,683
|
Call wait time averages by month
(minutes) |
April: 1:12
May: 1:48
June: 1:02
|
July: 1:16
August: 1:27
September: 2:28
|
October: 1:30
November: 1:56
December: 1:09
|
January: 3:00
February: 2:20
March: 1:50
|
Average overall call wait time
(minutes) |
1:21 |
1:44 |
1:34 |
2:24 |
Download our Customer Experience Health Card 2022-23(PDF, 160KB)