Council seeks residents' feedback through annual surveys

Christchurch City Council is encouraging residents to give their opinion on Council services through its annual Residents' Survey programme.

Feedback is sought on Council services used by residents, like parks, libraries and service centres.

Chief Executive Karleen Edwards says survey results highlight areas where the Council is performing well and also where improvements are needed.

"Over the next three months we are asking people for feedback on a range of Council services. It's very important that we hear from a wide range of people so I encourage you to share your views if you are approached by staff at a Council location or if you receive an email or letter from us.

"Recent changes to our organisational structure will make the Council more community-focused and the feedback obtained through our Residents' Survey programme will assist in determining our future service standards."

View the 2014/15 Residents Satisfaction Survey

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 18 years and over. It covers services which the majority of residents receive.

2. Point of Contact Service Satisfaction Surveys: to evaluate the customer service received at the time of contact with Council Services e.g. at parks, libraries and service centres. Information is gathered using a range of methods including email, web, postal and face to face feedback.

The results of feedback inform future performance planning and reporting of Council service delivery. The results are also required at year end for the Annual Report.

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