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

Council also asks specifically about the following as they are identified as key performance areas in the Council Plan 2021-2025.

  • Lobbying on behalf of the community
  • Recreational facilities
  • Appearance of public areas
  • Arts centres and libraries
  • Business, community development and tourism
  • Emergency disaster management
  • Environmental sustainability

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. Historical results can be accessed at the bottom of this page. 

For more information and enquiries, email Council or call 1300 229 229.

2023 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.

While local figures reflect this general trend, Baw Baw Shire Council remains mainly on track or above the Large Rural averages. 

You can view a summary of the result below and click here to download a copy of the survey report.(PDF, 3MB)

2023-Satisfaction-Results-Overview.jpg


Overall performance

The overall performance index score of 53 for Baw Baw Shire Council represents a three-point decline from 2022.

Despite the decrease, Council has been able to maintain most of the significant gains made in 2021.

For the second year, Council received higher than average Large Rural rating in the key service areas of Art Centres and libraries (index score 71), Appearance of public spaces (index score 68) and recreation/sporting facilities (index score 66).

Value for money

Council’s performance in providing value for money in infrastructure and services provided (index score 45) decreased by two points on the 2022 data. Council’s performance in this area is rated the same as the Large Rural average, and four points less than State-wide averages (index scores of 45 and 49 respectively).

Council direction

Majority of residents (61%) believe Council’s overall direction has stayed the same over the last 12 months (up three percentage points on 2022).

Council’s overall direction index score of 42 is rated in line the Large Rural average (44), but lower to the State wide equivalent (46).

The cohort most satisfied with council direction are residents aged 18 – 34 years.

Customer service

Council’s customer service index of 63 has declined follows peak ratings in 2021 and 2022,

Women (index score of 71) rate Council’s customer service significantly higher than average.

Arts centres and libraries

Council received an index score of 71 in the art centres and libraries area, which scores higher than the Large Rural average of 69, but less than the State-wide average of 73.

 

Appearance of public areas

Council recorded an index score of 68 in this area, significantly higher than the Large Rural average of 65 and higher than the State-wide average of 67. 

Waste management

Council’s waste management services has decreased three points since 2022 (index score 68), however remain higher than Large Rural average of 65 and the State-wide average of 66.

Recreational facilities

Council’s recreational facilities, including sporting fields, decreased three points since 2022 (index score 66), however the score remains higher than Large Rural  average of 65.

Emergency Management

Council’s performance in this area is rated the same as Large Rural average (index score 64), and is slightly less than the State-wide average of 65.

Environmental Sustainability

Council’s score increased from 2022 with an index score of 59, higher than the Large Rural average at 58 points, and 1 point lower than the State-wide average of 60.

Business, Community Development and Tourism

Council achieved an index score of 54 for its business, community development and tourism performance. The score is  lower that the State-wide average of 59, and slightly lower than the Large Rural  average of 56.

Lobbying

Council’s performance in the lobbying area decreased by 2 points over the last 12 months. However, it remains in line with the Large Rural average of 49 and slightly below the State-wide average of 51.

Community consultation

Council achieved an index score of 48 for the community consultation and engagement area, 3 points lower than the score of 51 in 2022, and just one point lower than the Large Rural average of 49.

Residents aged 18 – 34 years rated Council higher than average in this rate service area. 

Decisions made in the interest of the community

Council recorded an index score of 47 for the community decisions area, which is 4 points lower than 2022, and one point lower than the Large Rural average. 

Local sealed roads

The increase in average rainfall seen across Victoria has been a contributing factor to the overall condition of sealed roads across the state, and Baw Baw has not been immune to the associated challenges.

Despite showing a lower index score than the previous year (38), these figures are on par with Large Rural group averages (40), which have shown similar declines.