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 includes a mix of mobile and landline telephone numbers and 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 survey was conducted in February 2018. A summary of the results was presented by Micromex Research to an AlburyCity Council Workshop on Monday 23 April 2018.

The results

The 2018 survey found that the community rated AlburyCity at 3.57 out of 5 for satisfaction with the 'performance of Council, not just on one or two issues, but across all areas of responsibility'

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

The 2018 survey found 88 per cent (88%) of residents at least ‘somewhat satisfied’, compared with 89 per cent (89%) in the previous 2016 survey.


A number of indicators were found to be the most important in ensuring our community is satisfied. By addressing these indicators in particular, AlburyCity hopes to improve overall community satisfaction.

The top five key drivers of community satisfaction for 2018 and 2016 are tabled below:

2018 Community Satisfaction Survey2016 Community Satisfaction Survey
Long term planning for AlburyTown planning decisions
Community input to Council decision-makingProvision of Council information to the community
Town planning decisionsCommunicating and doing business with Council on-line
Provision of Council information to the communityTraffic flow
Attracting  investment and new jobsCommunity input to Council decision-making

The reports

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:

2018 research reports

2016 research reports

2013 research reports

2011 research reports