Clarence Valley Council is committed to delivering a high level of services to residents of the Clarence Valley.
The Customer Satisfaction Survey compiles community feedback to assist Council to understand key issues, community priorities and satisfaction on a range of services and facilities.
Taverner were commissioned to undertake 401 random telephone surveys between 22 and 26 July 2024.
Key highlights:
Overall satisfaction
The overall satisfaction mean score of 2.8 was similar to the 2.7 recorded in 2022.
The top-rated facilities and services for satisfaction in 2024 were:
- libraries
- lifeguards
- sewerage
- support for sport and cultural events.
The lowest-rated facilities and services for satisfaction in 2024 were:
- development application processing
- maintenance of unsealed roads
- maintenance of sealed roads
- economic development.
The most important uses of Council resources were:
- maintenance of unsealed roads
- flood plain coastline management
- protection of the natural environment.
Customer service
The number of residents surveyed who contacted Council in the past 12 months decreased from 57% in 2022 to 45% in 2024.
The proportion of those in 2024 who contacted Council four or more times (32%) was lower than in 2018, breaking an upward trend.
Satisfaction with customer service on most recent inquiry was 2.8 (on a 1-5 scale), unchanged since 2022.
Online or CVC website was the first preference in 2024 for six of the eight inquiry-types, and the second preference for the other two inquiry-types (which also occurred in 2022).