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Community satisfaction survey results 2020

We commission a community satisfaction survey every year to better understand how we are perceived by our community, measure satisfaction with Council’s leadership and its delivery of services and facilities, and identify issues of concern within the municipality.

The survey is conducted by an independent company, Metropolis Research, and involves face-to-face interviews with 700 households.

The 2020 survey looked at:

  • Satisfaction with our overall performance
  • Satisfaction with aspects of governance and leadership
  • Importance of and satisfaction with 26 services and facilities
  • Current issues of concern for residents
  • Satisfaction with our advocacy to other levels of government
  • Level of volunteering
  • Satisfaction with planning for population growth
  • Satisfaction with aspects of traffic and parking, and use of sustainable transport
  • Satisfaction with aspects of our customer service and engagement with Council.

How is the survey conducted?

The 2020 community satisfaction survey was conducted through face-to-face interviews with 700 randomly selected households during February and March 2020.

Each interview involves in-depth conversations to truly understand the issues that are important to Bayside residents and to gauge how Council is performing. It measures residents’ satisfaction with overall performance, services and facilities, planning and development, customer service and planning for population growth, along with other issues.

The 2020 survey is the third year Council has used this extensive research program. Previously, surveys involved approximately 400 phone interviews.

What are some of the key results?

  • 90% of respondents were satisfied with our overall performance, giving an average score of 7.3 out of 10
  • Almost half of respondents were very satisfied with our overall performance, giving an ‘excellent’ rating of 8 or more out of 10
  • Satisfaction with our overall performance remains higher than the average for the six inner eastern region councils; Yarra, Glen Eira, Stonnington, Bayside, Port Phillip and Melbourne
  • Overall, Council has maintained the substantial increase in satisfaction recorded in 2019.

What were some of the issues?

The 2020 survey explored the top issues in Bayside for the community, with residents most concerned about building, planning, housing and development, and car parking.

While satisfaction with parking in residential streets, shopping precincts and commercial areas has improved, satisfaction with availability of parking on main roads slightly decreased in 2020.

Building, housing, planning and development issues continue to concern residents with the size, height and set-back distances of buildings and number of new developments rated as the biggest issues. These results were broadly consistent with data obtained as part of our Community Plan 2025 about areas that are important for our community.

Traffic management remains an area of concern, however significantly fewer residents nominated this as a primary issue compared to 2019.

Download the report

Community satisfaction survey results 2020 (DOCX, 10.99MB)

Community satisfaction survey results 2020 (PDF, 4.05MB)