Community Satisfaction Survey
To continue providing the service our community needs, it is important that we ask our community how we are going.
Each year, Baw Baw Shire Council participates in the Local Government Victoria-led Community Satisfaction Survey program.
In each quarter of the year, JWS Research (acting on behalf of Local Government Victoria) interview a random sample of adult Baw Baw residents and ask them about their satisfaction with the services Council provides, in the following areas:
- Overall performance
- Community consultation and engagement
- Lobbying on behalf of the community
- Decisions made in the interest of the community
- Condition of sealed local roads in your area
- Contact customer service
- Overall Council direction
Over the year, a minimum of 400 adult Baw Baw residents will participate in the survey.
The data is compiled and the full report is released back to the community annually. We use the survey results to better understand your needs, wants and expectations. This helps us to shape the Council Plan 2021-2025 and delivery of services.
Historical results can be accessed at the bottom of this page.
For more information and enquiries, email Council or call 1300 229 229.
Survey Call Frequently Asked Questions
Why is the survey occurring?
- This survey helps Council understand how residents think Council is performing and this information is used by Council to improve its services.
- This survey is carried out across Victoria every year, with the majority of all Victorian Councils participating.
- The summarised results are released to the public annually via Council Meeting and Council’s website.
- The callers are not trying to sell anything or obtain residents private information (other than details required to see if the resident can participate in the survey such as age group).
Who is calling our residents?
- The survey is being carried out by professional researchers who have been employed by the State Government.
- They will identify themselves as “National Field Services” or “JWS Research” and that they are doing surveys for the Community Satisfaction Survey on Baw Baw Shire Council.
- The surveyors will call a random selection of our residents until they receive 400 valid responses. To ensure they get a representative group of residents, they may ask to speak to someone in the household of a specific age or gender.
When will they call?
- The researchers will comply with the guidelines of the Australian Communications and Media Authority, which state that they can call between 8:30am – 8:30pm on weekdays and 9am – 5:30pm on weekends.
Why are they calling residents on the ‘Do Not Call’ register?
- Market research is exempt from the Do Not Call register, so residents who are registered may still receive a call.
Why are they asking for the ‘youngest male’ or ‘youngest female’ when they call residents?
- They are trying to make sure that they receive a good representation of various age groups, and younger people are the hardest age group to reach so they may ask to speak to someone in that age group if possible.
Notes from JWS Research
- We never ask for people by name (we don’t have names)
- We will always identify as National Field Services and introduce ourselves by name (for example, Mark from National Field Services)
- We will always say how long we expect the survey to take
- Calls will come from a number with the prefix, such as (03) 5202, (03) 5141 or (03) 4217. This may change over time, but calls will never come from a mobile phone number.
2024 Community Satisfaction Survey results
The overall trend of the year’s report shows that community perceptions of performance have declined on average across all Large Rural councils.
You can view a summary of the result below and click here to download a copy of the survey report.(PDF, 3MB)
