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Community Satisfaction Survey

We value the views and feedback of our community and are committed to continuously improving our services and facilities in line with community needs and expectations.

Every two years, we survey residents from across the region to gauge their satisfaction with our local government services and facilities.

2021 will mark the seventh wave of the biennial survey.

2020 survey

Frequently asked questions

  • Who is conducting the survey?

    This year, we have once again engaged independent market research consultant Enhance Research to conduct the phone survey.

    Enhance Research is Queensland’s largest privately-owned market and social research agency and is celebrating 25 years in operation in 2021.

    Based in Brisbane, Enhance Research is a member of the Association of Market & Social Research Organisations (AMSRO) and is also certified ISO 20252 (International Standard for the Market, Opinion and Social Research).  Enhance Research staff are members of The Research Society (professional body) and are bound by the Code of Professional Behaviour. Enhance Research respects and upholds respondents’ rights under the Australian Privacy Principles contacted in the Privacy Act 1988 (Cth) and also adheres to the Privacy (Market and Social Research) Code 2014.

    Enhance Research undertakes extensive research for a range of commercial and government clients including local, state and federal governments, and is an accredited provider of research to the Queensland Government under QGP0035-16 – Market and Social Research Services.

  • How long will the survey take and what will I be asked about?

    We know your time is valuable, so this year the survey has been pared back to about 20 minutes.

    The content of the survey has also been reviewed and redesigned to ensure we are getting the most useful data possible.

    You will be asked to rate your satisfaction with a number of local government services and facilities.

  • Who will get the call?

    Survey participants are randomly selected, but will have a demographic spread across age, gender and location to ensure results are representative of the region.

  • When will the phone calls take place?

    The phone survey will commence on 8 March 2021 and will run for four weeks until 1 April 2021.

    Call centre hours will be:
    Weekdays 10.00 am – 8.00 pm (although mostly from 4pm – earlier times are typically for appointments etc)
    Saturdays 10.00 am – 4.00 pm
    Sunday (closed)

    Typically, calls will occur from 4.00 pm when the majority of people are at home. If it is an inconvenient time for you, please just let the caller know and an appointment can be made for another time.

  • What if I don't get a call and want to share my thoughts?

    You can complete the survey online via council’s Have Your Say, Central Highlands platform from 8 March to 1 April 2021.

  • What happens with the results?

    Results from the survey will help us deliver on our commitment to provide high quality services, infrastructure and facilities across the region.

    We will use this information to share with relevant bodies like state government and use it to advocate for better outcomes for our community.

    Results will be made public via council’s website.

  • Where can I find previous survey results?

    A wrap up of the 2018 survey results are provided below.

    For other previous survey results and more about the Central Highlands community profile head here.

This year, we have once again engaged independent market research consultant Enhance Research to conduct the phone survey.

Enhance Research is Queensland’s largest privately-owned market and social research agency and is celebrating 25 years in operation in 2021.

Based in Brisbane, Enhance Research is a member of the Association of Market & Social Research Organisations (AMSRO) and is also certified ISO 20252 (International Standard for the Market, Opinion and Social Research).  Enhance Research staff are members of The Research Society (professional body) and are bound by the Code of Professional Behaviour. Enhance Research respects and upholds respondents’ rights under the Australian Privacy Principles contacted in the Privacy Act 1988 (Cth) and also adheres to the Privacy (Market and Social Research) Code 2014.

Enhance Research undertakes extensive research for a range of commercial and government clients including local, state and federal governments, and is an accredited provider of research to the Queensland Government under QGP0035-16 – Market and Social Research Services.

We know your time is valuable, so this year the survey has been pared back to about 20 minutes.

The content of the survey has also been reviewed and redesigned to ensure we are getting the most useful data possible.

You will be asked to rate your satisfaction with a number of local government services and facilities.

Survey participants are randomly selected, but will have a demographic spread across age, gender and location to ensure results are representative of the region.

The phone survey will commence on 8 March 2021 and will run for four weeks until 1 April 2021.

Call centre hours will be:
Weekdays 10.00 am – 8.00 pm (although mostly from 4pm – earlier times are typically for appointments etc)
Saturdays 10.00 am – 4.00 pm
Sunday (closed)

Typically, calls will occur from 4.00 pm when the majority of people are at home. If it is an inconvenient time for you, please just let the caller know and an appointment can be made for another time.

You can complete the survey online via council’s Have Your Say, Central Highlands platform from 8 March to 1 April 2021.

Results from the survey will help us deliver on our commitment to provide high quality services, infrastructure and facilities across the region.

We will use this information to share with relevant bodies like state government and use it to advocate for better outcomes for our community.

Results will be made public via council’s website.

A wrap up of the 2018 survey results are provided below.

For other previous survey results and more about the Central Highlands community profile head here.

2018 survey results

Enhance Research made 398 random telephone calls to complete the 2018 survey between 5 and 22 February 2019.

This was the sixth wave of the biennial community survey.

Results

The results of the survey show that council is performing well across many key services and facilities, meeting all three of our key performance indicators:

  • 71% [target 70%] of residents are satisfied with the level of community facilities and services provided by council.
  • 70% [target >50%] of residents are satisfied with the key characteristics of their community.
  • 93% [target >50%] enjoy living in the Central Highlands region.

Other main findings were:

  • Residents are most satisfied with education (66%), signs and road markings (71%), rubbish collection (78%), sewerage (74%) and libraries (76%).
  • 3 in 4 residents who contacted council had their query or business adequately answered or resolved.
  • Satisfaction with rates paid, value for money and the aesthetics of the region have remained stable.
  • Priority areas identified for further improvement (some services are provided by the state government and council will continue to lobby for these on behalf of residents):
    • Public/community transportation
    • Maintenance of rural sealed and gravel roads
    • Drainage
    • Environmental protection and conservation
    • Cultural and entertainment facilities
    • Economic development/local employment

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