Community Satisfaction Survey

Every two years AlburyCity conducts a Community Satisfaction Survey to gauge residents' perceptions of Council's performance, determine its strengths, and identify gaps in service.

The Satisfaction Surveys are conducted by Micromex Research using a random selection process by telephone to over 400 Albury residents. This provides a robust, representative sample of the entire community. The survey can't be undertaken by an employee of AlburyCity or their immediate family members. Only persons over 18 years can participate in the survey.

The most recent was conducted in February 2016.

The results

The community rated AlburyCity at 3.68 out of 5 for satisfaction and this was an increase from 3.48 in 2013.

Compared with the NSW Local Government Area benchmark scores, AlburyCity scored a higher rating than the Metropolitan (3.45), Regional (3.22) and ‘All of NSW’ (3.31) Councils.

The 2016 survey found 66 per cent of respondents gave a rating of “satisfied to very satisfied”, compared with 61 per cent in 2013 and 57 per cent in 2011. Overall satisfaction with AlburyCity improved with 89 per cent of residents at least ‘somewhat satisfied’, compared with 83 per cent in the previous 2013 survey.

The top five key drivers of community satisfaction were:

  1. Town planning decisions
  2. Provision of council information to the community
  3. Communicating and doing business with council online
  4. Traffic flow
  5. Community input into Council decisions

AlburyCity will use the results of the survey to assist with future decision-making, service delivery and communication with Albury residents.

For those residents who wanted to have a say, but did not receive a telephone call, an identical survey was made available through AlburyCity's 'Have a say' page.

For the full reports, please see below:

2016 research reports

2013 research reports

2011 research reports