Resident satisfaction with Council on the rise

Residents rate Marlborough District Council highly for the work it puts into emergency management and delivering drinking water, according to its annual Residents’ Satisfaction Survey.

Overall, the Council’s performance has risen to 7.6 out of 10, its highest ever rating, up from the previous year’s mark of 7.2, following a trend of nine years’ overall improvement in satisfaction levels.

Each year Council engages an independent researcher to ask residents what they think about their Council and the services it provides. The feedback is taken into account in planning Council’s work programme and continuing to improve its services.

Emergency management and drinking water supply were rated at 8.3, closely followed by sewerage services at 8.2.

Council chief executive Mark Wheeler says the November earthquake put the region’s emergency management under the spotlight, but its response to a highly stressful situation was professional and reassuring, and people clearly recognise that.

“It’s also good to see the public appreciate Council’s concentration on raising drinking water standards. The survey results confirm that people want us to stay focussed on water supply and water quality, which is what’s happening,” says Mr Wheeler.

Once again, public libraries were the highest-rated individual service at 8.6, followed by rural firefighting at 8.5. Council amenities, which include parks and recreational facilities, continue to receive strong endorsement. Public toilets were singled out as much improved, with a 15% jump in the satisfaction rating.

Forty five per cent of residents said they had been in contact with the Council in the last 12 months. Satisfaction with Council contact was high at 82.6%, with an average rating for contact at 8 on the 1-10 scale.

Biosecurity and democratic services ranked lowest at 6 and 6.4 respectively.

The feedback on biosecurity may suggest a lack of knowledge of Council’s work in this area, said Mr Wheeler. Some of the Council’s biosecurity work is relevant to specific parts of the region only, but more could be done to explain Council’s role, he said.

The results suggest some change in residents’ priorities, with the biggest shifts in biosecurity, environmental monitoring and solid waste management.

Overall, ratings have improved in 15 of the Council’s 22 areas of service. In the other areas, satisfaction has been maintained or moved down by a very small margin. However, no area of Council activity is ranked lower than 6 out of 10, indicating general satisfaction with all the services Council provides.

Residents were asked: “On a scale of 1 to 9 where 1=not at all well, 5=neutral and 9=extremely well, how would you rate the overall performance of the Marlborough District Council over the last 12 months?”

Mayor John Leggett says the results confirm his view that Marlborough is well served by staff at Council.

"Our staff work hard and strive for excellence. They lead New Zealand in many areas, including in emergency management, water resource management, customer service and digital and online innovation, and they're recognised beyond the district for their expertise and skills."

Mr Wheeler says the survey findings would help Council confirm its priorities for next year’s Long Term Plan.

“While we’re happy with the result we know there’s always much to work on, and the community expects and deserves on-going improvement.”

“Marlborough’s economy is on the up and Council has to ensure its services continue to keep pace with a growing population and expanding economy.”

To see this year’s survey, as well as previous year’s, go to www.marlborough.govt.nz/your-council/long-term-and-annual-plans-policies-and-reports/resident-satisfaction-survey

ENDS

© Scoop Media