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Community satisfaction survey

View results from both the recent and past community satisfaction survey conducted by our independent research partner.

We conduct a Community Satisfaction Survey every two years to understand and identify community priorities, explore resident experiences when contacting Council, and to measure overall satisfaction with Council's performance.

The survey results help identify what is important to the community, what we are doing well, where we need to place more focus, and areas for improvement.

We also conduct a 'check-in' with residents in alternate years to see if levels of satisfaction are changing.

Calls are made by our independent research partner on a random selection basis. Only residents over 18 can participate and AlburyCity employees and immediate their families cannot take part.

2024 Community Satisfaction Survey

In June 2024, more than 400 local residents were randomly contacted by telephone for the Community Satisfaction Survey, conducted by Council’s independent research partner, Micromex Research.

86% of residents stated they were at least ‘somewhat satisfied’ with Council’s performance over the previous 12 months.

Despite a marginal decline in overall satisfaction (from 89%) since the last survey in 2022, satisfaction levels were significantly higher than other regional councils, whose combined satisfaction was an average of 82%.

Satisfaction with ease of contact with Council was a strong result at 88%; how the contact was handled was at 78%; and residents indicated that they were satisfied with Council's level of communication at 76%.

In addition, residents were generally satisfied with the 57 services surveyed, with the majority having satisfaction ratings of 70% or higher.

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

We heard that community engagement and customer service were the largest drivers of overall satisfaction through the survey, reflected in the importance of the Engaging Albury strategy introduced in 2024 and the engagement activities which encourage the community to provide feedback on Council proposals and decisions affecting them.

Another key driver for overall satisfaction is Council's focus on long-term planning, with the work we are undertaking in developing the 'Towards Albury 2050 Community Strategic Plan' and our consultation with the community on future planning for the Thurgoona Wirlinga area, providing a guiding light for the future of our region.

Connectivity across our region, whether the maintenance of our roads network following heavy rainfall or traffic flows and carparking availability, was another key driver of overall satisfaction.

The full 2024 Community Satisfaction Survey results can be found below.