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Council gets top score for customer service

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Each year, we ask the community they think we’re performing in a number of areas through the Community Satisfaction Survey.

This year’s survey was undertaken by external provider, Metropolis Research, who conducted door-to-door interviews with 500 residents in March.

Knox City Council has scored the top result for overall customer service satisfaction out of all councils participating in the Metropolis survey.

Satisfaction with Council’s overall performance increased 8% to 7.0 this year.

Council’s score of 7.8 for customer service was higher than the metropolitan Melbourne average of 7.1.

Knox is outperforming the metro average for a broad range of council services and facilities this year, with 29 of our services ranking higher.

Our bookable hard rubbish collection service received the highest satisfaction score of all 34 services and facilities at 8.5.

Hard rubbish, libraries, green waste, recycling, children’s services, sports ovals, public areas, and recreation and aquatic facilities were the areas where Council performed best.

The main issue for Knox highlighted by residents was road maintenance and repairs. Respondents were asked what was driving this response and we were able to confirm that most complaints were about state-owned roads.

The survey is one of the many ways we gather feedback on how our customers are feeling about our services.

Feedback will inform Council’s plans and strategies and provide insight into ways we can continue to improve the services we deliver.

 

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