Customer Satisfaction Survey

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:

  1. libraries
  2. lifeguards 
  3. sewerage  
  4. support for sport and cultural events. 

The lowest-rated facilities and services for satisfaction in 2024 were:

  1. development application processing  
  2. maintenance of unsealed roads 
  3. maintenance of sealed roads
  4. economic development.

The most important uses of Council resources were:

  1. maintenance of unsealed roads 
  2. flood plain coastline management 
  3. 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).