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Community satisfaction results

In 2019, we commissioned Metropolis Research to undertake a community satisfaction survey. More than 700 households were interviewed face-to-face.

This the second year we have used this survey approach. It is designed to measure community satisfaction with a range of our services and facilities as well as community sentiment on a range of additional issues of concern in the municipality.

The survey looked at

  • Satisfaction with our overall performance and change in performance
  • Satisfaction with aspects of governance and leadership
  • Importance of and satisfaction with 26 services and facilities
  • Issues of importance to address in the coming year
  • Satisfaction with our advocacy to other levels of government
  • Agreement with statements about Bayside Council as an organisation
  • Satisfaction with planning for population growth
  • Satisfaction with aspects of planning and development
  • Satisfaction with aspects of traffic and parking
  • Satisfaction with aspects of our customer service

How was the survey conducted?

More than 700 households, selected at random, took part in the Community Satisfaction Survey conducted face-to-face, by independent consultants over February-March 2019.

The 2019 surveys are the second year of a more extensive research program than in previous years, with 700 residents interviewed this year, up from 400 in 2017, and was conducted in person rather than over the phone.

The survey involved in-depth conversations to truly understand the issues that are important to Bayside residents and to gauge how we are performing. It measured residents’ satisfaction with overall performance, services and facilities, planning and development, customer service and planning for population growth, along with other issues.

What are some of the key results?

  • Just over 95% of respondents were satisfied with our overall performance, giving an average score of 7.3 out of 10.
  • 50% of respondents were very satisfied with our overall performance, giving a score of 8 or more out of 10. This increased from 37.1% in 2018.
  • Satisfaction with our overall performance was higher than the average for the six inner eastern region councils; Yarra, Glen Eira, Stonnington, Bayside, Port Phillip and Melbourne.

What were some of the issues?

The survey also explored the top issues of concern for the community, with residents most concerned with car parking, traffic management and building, planning, housing and development.

In particular residents are concerned with the availability of parking on residential streets and shopping strips. Traffic management was also an area of concern with survey participants identifying congestion and commuting times as reason for the poor rating.

Building, housing, planning and development issues continue to concern residents with the number of new developments being the biggest issue.These results were broadly consistent with data obtained as part of our Community Plan 2025 about areas that are important for our community.

Download the report

Please note that this report has been provided by a third party organisation and we are unable to supply the document in Word format.

Annual Communication Satisfaction Report 2019 (PDF, 4.74MB)