Monday 30 June 2014

Council releases 2013/14 Residents Survey Results

Christchurch City Council has today released the results of its 2013/14 Residents Satisfaction Survey.

Christchurch Chief Executive Karleen Edwards says while the results highlight areas where the Council is performing well, the results also identify areas in need of improvement.

“The overall satisfaction result of the 2013/14 Residents Satisfaction Survey is slightly lower than we would have liked, with 64% achieved against 70% for the previous two years. However if we look at the result in context, it is understandable given the fact that the previous Council was not set up to deal with the severity of the issues created by the earthquakes, including challenges faced by Christchurch residents post-earthquake, particularly around EQC and insurance issues, as well as ongoing frustrations with the rebuild,” she says.

The results of the annual survey, which evaluates both the Council services available to residents such as parks and libraries, as well as the level of service a person receives when dealing directly with Council staff, are now available on the Council website.

“If we look at the results in a positive light, the new Council has been appointed to implement significant change. We now operate on a culture of continuous improvement, so the results of the survey enable us to robustly evaluate the areas performing below target, such as our infrastructure repairs, building consents and social housing facilities, and explore new ways to improve these services as much as possible to better meet the needs of Christchurch residents. It will take time but we are making progress.”

To view the 2013/14 Residents Survey, see attached or visit www.ccc.govt.nz

Background

Christchurch City Council began surveying residents on a regular basis in 1991 with the introduction of a face-to-face Annual Survey of Residents. This framework now includes:

1. A General Service Satisfaction Survey: to measure resident perceptions of satisfaction with Council service delivery. This 15 minute survey is conducted annually in March via telephone to a random sample of 770 Christchurch residents aged 15 years and over. It covers services which the majority of residents receive.

2. A Point of Contact Service Satisfaction Survey: to evaluate the customer service received at the time of contact with Council Services eg at Council Libraries and Service Centres. This survey is conducted throughout the year using a range of methods from on-site face-to-face and self-complete postal/maildrop surveys to web-based surveys.

The results of the surveys listed above feed into future performance planning and reporting of Council service delivery. Many results are among the performance targets for staff (whose targets generally include quantity, quality, efficiency and satisfaction with a given service). The results are also required at year end for the Annual Report.

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CCC_Point_of_Contact_Service_Satisfaction.pdf
2014_General_Service_Satisfaction_Survey_Report_FINAL_20140523.pdf

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