Community Perceptions Survey
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Transcript Community Perceptions Survey
CATALYSE® Community Perceptions Survey©
Prepared for the City of South Perth
July 2008
© CATALYSE® Pty Ltd 2008
Contents
Executive summary
3
Introduction and research method
4
Key findings
5
Overall satisfaction
6
Customer Focus
8
Community Enrichment
18
Environmental Management
30
Infrastructure
38
Organisational Effectiveness
49
Financial Viability
52
Community Priorities Indicator TM
54
Strategic insights
59
2
Executive Summary
In 2008, the City of South Perth administered the CATALYSE ® Community Perceptions Survey among residents to evaluate and
monitor performance across a range of services & facilities. 402 residents participated in the study. The survey was conducted by
CATALYSE® Pty Ltd and provides Council with valid performance measures that can be benchmarked and consistently monitored
over time.
OVERALL SATISFACTION RATINGS
2004
2006
2008
Trend
Industry High
Average
Comparison
to Average
Delighted (top 3 boxes)
44%
40%
45%
=
52%
38%
Satisfied (6+ out of 10)
83%
82%
78%
88%
74%
=
FOCUS
CELEBRATE
CONGRATULATIONS!
Safety and security
Streetscapes, parks and sporting grounds
Weekly rubbish collections
Fortnightly recycling services
The City of South Perth set the Industry
Standard for how open and transparent
Residents would like these
areas to be addressed further
Residents are delighted
with service levels
Council processes are
3
Introduction and research method
% of resident sample
Gender
Male
45%
Female
In June 2008,
research to determine:
–
Age
conducted community perceptions
Overall satisfaction with the City of South Perth
–
How satisfied citizens are with selected services and facilities
–
Areas of highest priority to address
402 residents completed a survey
–
Surveys were administered using computer assisted telephone interviews
–
Surveying was completed by the ECU Survey Research Centre
–
Quotas were set by age, gender and location to obtain a representative
sample
–
Sampling precision is +/- 5% at the 95% confidence interval and meets
the level specified by the Office of Auditor General
Historical comparisons are made against Community Perceptions
Surveys completed in 2006, 2004 and 2003
CATALYSE® Industry Standards are provided when three or more
Councils have asked the same or similar question in the past 18
months
Resident sample composition
CATALYSE®
55%
18-34 yrs
28%
35-54 yrs
36%
55+ yrs
36%
Household
Suburb
16%
Younger singles / couples
(18-34 years, no children)
Families with younger children
(children aged 0-12 years)
Families with older children
(children aged 13+ years)
Mature singles / couples
(35-64 years, no children)
Seniors
(65+ years, no children)
Como
19%
24%
29%
16%
33%
Karawara / Collier Gardens
7%
Kensington
8%
Manning
8%
Salter Point
7%
South Perth
Waterford
Homeownership
Councils included in the Industry Standards are listed below:
28%
8%
68%
Own
24%
Rent
Other
Years in South Perth
7%
0-3 yrs
16%
4-10 yrs
Minority groups
32%
52%
11+ yrs
10%
Disability or impairment
Aboriginal or Torres Strait Islander
Non-English speaking background
0%
15%
4
When responses do not add to 100% within this report this is attributed to rounding errors or ‘other’, ‘don’t know’ or ‘refused’ responses
Key Findings
Overall satisfaction
Overall satisfaction is relatively high
–
% of respondents
RESIDENT SATISFACTION
Satisfaction is highest among seniors, younger singles and
couples, renters and newer residents
There is greatest room to improve satisfaction among long-term
residents and those living in Como, followed by Salter Point
Delighted
45
Satisfied
Neutral
Dissatisfied
78
13
78% of respondents are satisfied
–
Due to the small sample size in Salter Point we can not conclude that
this finding is significantly significant
10
% of residents
INDUSTRY STANDARDS
45
Council Score
52
Industry High
Industry Average
38
SATISFACTION HISTORY
2008
78
82
2006
83
2004
2003
76
Delighted
Dissatisfied
Younger singles / couples
57%
3%
Families with younger children
33%
12%
Families with older children
35%
11%
Matures singles / couples
37%
13%
Seniors
66%
3%
Como
41%
14%
Karawara / Collier Gardens
53%
3%
Kensington
42%
10%
Manning
59%
6%
Salter Point^
41%
14%
South Perth
43%
8%
Waterford
48%
3%
Own
41%
12%
Rent
53%
5%
0-3 yrs in South Perth
65%
2%
4-10 yrs in South Perth
41%
6%
11+ yrs in South Perth
40%
14%
Q. On a scale of 0 to 10, where 10 is totally satisfied and 0 is totally dissatisfied. Overall, how satisfied are you with the City of South Perth?
Base: All respondents who gave a valid response, excludes ‘don’t know’ (Residents 2003 n = 300; 2004 n = 304; 2006 n = 399; 2008 n = 399)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied 0-4
^ small sample size (<30 responses)
6
= significant variance
Overall Satisfaction – the City’s performance compared to others
City of South Perth
City
Outer Metropolitan
Country
This chart shows the City of South Perth’s ranking against other
Councils when we look at the ‘delighted’ rating for overall satisfaction.
These findings suggest the City is performing well compared to other
Councils that participate in the study.
52
42
42
40
37
37
34
34
K
J
I
H
G
F
E
D
C
City of South Perth
B
A
29
Q. On a scale of 0 to 10, where 10 is totally satisfied and 0 is totally dissatisfied. Overall, how satisfied are you with the City of South Perth?
Base: All respondents who gave a valid response, excludes ‘don’t know’ (Residents 2008 n = 399) Coding: Delighted = 8,9 and 10
City Councils - City of Belmont, City of Fremantle, City of Melville, City of Nedlands Outer Metro Councils - City of Armadale, City of Cockburn, City of Joondalup,
Town of Kwinana, City of Mandurah, Serpentine Jarrahdale Shire, City of Wanneroo Country Councils - Shire of Capel, Shire of Collie
26
23
M
42
L
45
% of respondents delighted
46
7
Customer Focus
Familiar
84%
Priority
4%
The efficiency and effectiveness of customer service
% of respondents
RESIDENT SATISFACTION
Satisfaction is moderate
–
Delighted
30
Satisfied
65
21
Neutral
30
Council Score
47
Industry High
35
Industry Average
SATISFACTION HISTORY
2008
2003
Satisfaction is highest among seniors, those in Karawara/Collier
Gardens & Kensington, and those with a disability or impairment
There is greatest room to improve satisfaction among males,
families with older children and those with a non-English
speaking background
% of residents
INDUSTRY STANDARDS
2006 & 2004: 2006
Average of
Provide customer
focused telephone
services and
Provide customer 2004
focused services
when visiting
Council offices
14
Dissatisfied
65% of respondents are satisfied and 14% are dissatisfied
65
72
71
NA
Delighted
Dissatisfied
Male
28%
19%
Female
32%
10%
Younger singles / couples
29%
8%
Families with younger children
26%
12%
Families with older children
22%
20%
Matures singles / couples
29%
15%
Seniors
54%
11%
Como
26%
19%
Karawara / Collier Gardens^
46%
13%
Kensington^
46%
4%
Manning^
25%
4%
Salter Point^
20%
15%
South Perth
37%
14%
Waterford^
14%
14%
A person with a disability or impairment
49%
14%
Without disability or impairment
28%
14%
Non-English speaking background
24%
25%
Speaks English only
32%
12%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = varies; 2006 n = varies; 2008 n = 339)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
9
= significant variance
Familiar
72%
Priority
3%
How open and transparent Council processes are
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
14
40
–
32
Neutral
INDUSTRY STANDARDS
Council Score
Industry Average
14
14
13
SATISFACTION HISTORY
2008
2006
2004
2003
Satisfaction is highest among those with a disability
There is greatest room to improve satisfaction among males,
mature singles and couples, home owners and long-term
residents
% of residents
City of South Perth set
the Industry Standard
Industry High
40% of respondents are satisfied and 29% are dissatisfied
29
Dissatisfied
While satisfaction is relatively low and has fallen significantly,
the City of South Perth achieved the highest score among
Councils asking this question
40
65
72
69
Delighted
Dissatisfied
Male
14%
34%
Female
14%
23%
Younger singles / couples
18%
20%
Families with younger children
14%
28%
Families with older children
12%
26%
Matures singles / couples
10%
38%
Seniors
21%
26%
Own
14%
35%
Rent
12%
16%
0-3 yrs in South Perth
17%
7%
4-10 yrs in South Perth
16%
23%
11+ yrs in South Perth
12%
39%
A person with a disability or impairment
30%
23%
Without disability or impairment
12%
29%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 320; 2004 n = 375; 2006 n = 349; 2008 n = 291)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
= significant variance
10
Familiar
87%
Priority
5%
How the community is consulted about local issues
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
17
50
50% of respondents are satisfied
–
27% of respondents are dissatisfied
Satisfaction is highest among seniors and newer residents
There is greatest room to improve satisfaction among males,
mature singles and couples and those living in Salter Point
23
Neutral
–
% of residents
27
Dissatisfied
INDUSTRY STANDARDS
Council Score
17
25
Industry High
Industry Average
20
SATISFACTION HISTORY
2008
50
2006
76
2004
75
2003
73
Delighted
Dissatisfied
Male
17%
33%
Female
17%
23%
Younger singles / couples
17%
13%
Families with younger children
18%
25%
Families with older children
9%
30%
Matures singles / couples
15%
35%
Seniors
33%
23%
Como
18%
28%
Karawara / Collier Gardens^
13%
39%
Kensington
19%
16%
Manning^
27%
12%
Salter Point^
8%
48%
South Perth
17%
27%
Waterford^
11%
25%
0-3 yrs in South Perth
21%
13%
4-10 yrs in South Perth
14%
28%
11+ yrs in South Perth
18%
31%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 383; 2004 n = 390; 2006 n = 372; 2008 n = 351)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
= significant variance
11
Familiar
90%
Priority
7%
How the community is informed about local issues
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
Neutral
Dissatisfied
25
60
25
34
Industry High
Industry Average
28
SATISFACTION HISTORY
2008
2006
2004
2003
–
19% of respondents are dissatisfied
Satisfaction is highest among seniors and those living in
Kensington and South Perth
There is greatest room to improve satisfaction among those
living in Salter Point
% of residents
INDUSTRY STANDARDS
Council Score
60% of respondents are satisfied
20
19
–
60
81
79
77
Delighted
Dissatisfied
Younger singles / couples
25%
16%
Families with younger children
20%
21%
Families with older children
17%
17%
Matures singles / couples
21%
24%
Seniors
49%
13%
Como
24%
23%
Karawara / Collier Gardens
27%
23%
Kensington
39%
13%
Manning
22%
7%
Salter Point
4%
28%
South Perth
32%
17%
Waterford
10%
19%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 389; 2004 n = 392; 2006 n = 393; 2008 n = 362)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
= significant variance
12
Familiar
Council's newsletter
85%
Priority
1%
(The Peninsula)
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
32
Satisfied
69
19
Neutral
–
69% of respondents are satisfied
–
13% of respondents are dissatisfied
Satisfaction is highest among those aged 55+, those with a
disability or impairment and those who speak English only
13
Dissatisfied
% of residents
INDUSTRY STANDARDS
32
Council Score
49
Industry High
39
Industry Average
Delighted
Dissatisfied
18-34 yrs
29%
6%
35-54 yrs
25%
16%
55+ yrs
41%
13%
A person with a disability or impairment
48%
21%
Without disability or impairment
30%
12%
Non-English speaking background
21%
9%
Speaks English only
34%
13%
SATISFACTION HISTORY
2008
69
81
2006
75
2004
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 359; 2006 n = 353; 2008 n = 343)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
13
= significant variance
Council’s weekly column in the community newspaper
Familiar
72%
Priority
1%
(the City Update)
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
28
Satisfied
62
26
Neutral
–
12% of respondents are dissatisfied
Satisfaction is highest among females, those aged 55+,
those living in Kensington and those with a disability
There is greatest room to improve satisfaction among those
living in Karawara / Collier Gardens and those who have
lived in the area for 4-10 years
% of residents
INDUSTRY STANDARDS
28
Council Score
Industry High
NA
Industry Average
NA
SATISFACTION HISTORY
2008
62
77
2006
78
2004
2003
62% of respondents are satisfied
12
Dissatisfied
–
NA
Delighted
Dissatisfied
Male
21%
16%
Female
33%
9%
18-34 yrs
23%
11%
35-54 yrs
21%
15%
55+ yrs
41%
8%
Como
30%
10%
Karawara / Collier Gardens^
16%
32%
Kensington^
54%
15%
Manning^
38%
5%
Salter Point^
6%
13%
South Perth
24%
12%
Waterford^
20%
5%
0-3 yrs in South Perth
38%
6%
4-10 yrs in South Perth
13%
13%
11+ yrs in South Perth
33%
13%
A person with a disability or impairment^
46%
15%
Without disability or impairment
26%
11%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 343; 2006 n = 335; 2008 n = 289)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
14
= significant variance
Familiar
Council’s website
Delighted
22
Satisfied
49
–
Only 49% of respondents are satisfied
–
16% of respondents are dissatisfied
Satisfaction is highest among those living in Manning and
those with a disability or impairment
There is greatest room to improve satisfaction among those
living in Salter Point
16
Dissatisfied
% of residents
INDUSTRY STANDARDS
22
Council Score
28
Industry High
24
Industry Average
1%
35
Neutral
Priority
Satisfaction is relatively low
% of respondents
RESIDENT SATISFACTION
58%
Delighted
Dissatisfied
Como
18%
18%
Karawara / Collier Gardens^
19%
19%
Kensington^
29%
6%
Manning^
37%
11%
Salter Point^
8%
25%
South Perth
24%
16%
Waterford^
17%
9%
A person with a disability or impairment^
47%
5%
Without disability or impairment
19%
16%
SATISFACTION HISTORY
2008
49
2006
NA
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 232)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
15
= significant variance
Community Enrichment
Familiar
The sense of community in your local area
Delighted
30
Satisfied
–
68% of respondents are satisfied
–
17% of respondents are dissatisfied
Satisfaction is highest among females, those aged 55+,
those living in Salter Point (followed by Kensington) & renters
There is greatest room to improve satisfaction among those
living in Karawara / Collier Gardens and long term residents
% of residents
17
Dissatisfied
INDUSTRY STANDARDS
30
Council Score
Industry High
NA
Industry Average
NA
SATISFACTION HISTORY
2008
68
2006
NA
2004
NA
2003
NA
2%
68
15
Neutral
Priority
Satisfaction is moderate
% of respondents
RESIDENT SATISFACTION
94%
Delighted
Dissatisfied
Male
23%
20%
Female
36%
15%
18-34 yrs
30%
12%
35-54 yrs
24%
20%
55+ yrs
37%
19%
Como
24%
23%
Karawara / Collier Gardens
17%
30%
Kensington
45%
16%
Manning
37%
17%
Salter Point^
52%
11%
South Perth
33%
13%
Waterford
19%
9%
Own
27%
22%
Rent
40%
10%
0-3 yrs in South Perth
41%
6%
4-10 yrs in South Perth
27%
16%
11+ yrs in South Perth
29%
22%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 378)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
17
= significant variance
Familiar
92%
Priority
1%
Library and information services
–
Delighted
53
Satisfied
85
53
Council Score
76
Industry High
58
Industry Average
SATISFACTION HISTORY
2008
2004
2003
85
NA
NA
NA
85% of respondents are satisfied
Satisfaction is highest among females, seniors, those living
in Karawara / Collier Gardens and Manning, long-term
residents and those with a disability or impairment
% of residents
5
INDUSTRY STANDARDS
2006
10
Neutral
Dissatisfied
Satisfaction is high
% of respondents
RESIDENT SATISFACTION
Delighted
Dissatisfied
Male
47%
7%
Female
58%
4%
Younger singles / couples
39%
7%
Families with younger children
51%
7%
Families with older children
53%
5%
Matures singles / couples
45%
6%
Seniors
81%
0%
Como
47%
9%
Karawara / Collier Gardens^
69%
3%
Kensington
57%
3%
Manning
69%
3%
Salter Point^
55%
0%
South Perth
46%
5%
Waterford
63%
6%
0-3 yrs in South Perth
40%
7%
4-10 yrs in South Perth
43%
8%
11+ yrs in South Perth
63%
4%
A person with a disability or impairment
74%
3%
Without disability or impairment
51%
6%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 368)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
18
= significant variance
Familiar
81%
Priority
2%
Activities for improving health and well-being
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
20
Satisfied
56
27
Neutral
18
Dissatisfied
20
Industry High
NA
Industry Average
NA
SATISFACTION HISTORY
2008
56
77
2006 & 2004: 2006
Provide opportunities
for residents to
participate in
activities that assist 2004
in maintaining and
improving their
well-being
2003
75
NA
56% of respondents are satisfied
–
18% of respondents are dissatisfied
Satisfaction is highest among younger singles and couples,
seniors, renters and those with a disability or impairment
There is greatest room to improve satisfaction among those
living in Salter Point
% of residents
INDUSTRY STANDARDS
Council Score
–
Delighted
Dissatisfied
Younger singles / couples
35%
10%
Families with younger children
15%
15%
Families with older children
20%
23%
Matures singles / couples
12%
19%
Seniors
33%
18%
Como
16%
19%
Karawara / Collier Gardens^
38%
21%
Kensington^
22%
15%
Manning^
16%
20%
Salter Point^
14%
29%
South Perth
22%
16%
Waterford^
25%
7%
Own
16%
20%
Rent
30%
14%
A person with a disability or impairment^
39%
14%
Without disability or impairment
19%
18%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 333; 2006 n = 303; 2008 n = 324)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
19
= significant variance
Familiar
72%
Priority
6%
Services and facilities for youth
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
17
Satisfied
50
–
22% of respondents are dissatisfied
Dissatisfaction is lowest among younger singles and couples
and renters
There is greatest room to improve satisfaction among 35-54
year olds and long term residents
22
Dissatisfied
50% of respondents are satisfied
28
Neutral
–
% of residents
INDUSTRY STANDARDS
17
Council Score
42
Industry High
21
Industry Average
Delighted
Dissatisfied
18-34 yrs
20%
12%
35-54 yrs
14%
31%
55+ yrs
18%
20%
Younger singles / couples
16%
7%
Families with younger children
19%
27%
Families with older children
14%
28%
Matures singles / couples
13%
23%
Seniors
29%
21%
Own
14%
25%
Rent
25%
19%
0-3 yrs in South Perth
24%
12%
4-10 yrs in South Perth
15%
19%
11+ yrs in South Perth
16%
27%
SATISFACTION HISTORY
2008
50
65
2006
Facilitate the provision of
facilities and services for
youth aged 6-17 years
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 224; 2008 n = 291)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
20
= significant variance
Familiar
81%
Priority
3%
Services and facilities for families
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
30
Satisfied
69
11
Dissatisfied
–
11% of respondents are dissatisfied
Satisfaction is highest among seniors, newer residents and
those with a disability or impairment
There is greatest room to improve satisfaction among
families with younger children
% of residents
INDUSTRY STANDARDS
30
Council Score
49
Industry High
33
Industry Average
SATISFACTION HISTORY
2008
69
Delighted
Dissatisfied
Younger singles / couples
38%
0%
Families with younger children
26%
20%
Families with older children
25%
13%
Matures singles / couples
24%
9%
Seniors
47%
8%
0-3 yrs in South Perth
43%
7%
4-10 yrs in South Perth
25%
8%
11+ yrs in South Perth
28%
15%
A person with a disability or impairment^
52%
19%
Without disability or impairment
28%
11%
89
2006
Provide a family friendly
environment
82
2004
Provide a family friendly
environment
2003
69% of respondents are satisfied
19
Neutral
–
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 328; 2006 n = 374; 2008 n = 327)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
21
= significant variance
Familiar
73%
Priority
3%
Facilities, services and care available for seniors
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
29
Satisfied
63
27
Neutral
11
Dissatisfied
63% of respondents are satisfied
–
11% of respondents are dissatisfied
Satisfaction is highest among seniors, those with a disability
and those who speak English only
There is greatest room to improve satisfaction among
matures singles and couples and those who have been in
the area four years or longer
% of residents
INDUSTRY STANDARDS
29
Council Score
44
Industry High
31
Industry Average
SATISFACTION HISTORY
2008
63
Delighted
Dissatisfied
Younger singles / couples
31%
4%
Families with younger children
15%
7%
Families with older children
21%
13%
Matures singles / couples
23%
17%
Seniors
59%
4%
0-3 yrs in South Perth
30%
9%
4-10 yrs in South Perth
21%
4%
11+ yrs in South Perth
33%
15%
A person with a disability or impairment^
54%
18%
Without disability or impairment
26%
10%
Non-English speaking background
16%
16%
Speaks English only
31%
10%
84
2006
84
2004
2003
–
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 294; 2006 n =214; 2008 n = 294)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
22
= significant variance
Familiar
94%
Priority
3%
Festivals, events and cultural activities
–
Delighted
40
Satisfied
82
11
Neutral
Dissatisfied
Satisfaction remains high
% of respondents
RESIDENT SATISFACTION
8
40
62
Industry High
42
Industry Average
SATISFACTION HISTORY
2008
82
87
2006
2004
NA
2003
NA
Satisfaction is highest among females, seniors, those living
in Kensington and those who speak English only
There is greatest room to improve satisfaction among
families with older children
% of residents
INDUSTRY STANDARDS
Council Score
82% of respondents are satisfied
Delighted
Dissatisfied
Male
31%
13%
Female
49%
3%
Younger singles / couples
35%
5%
Families with younger children
48%
4%
Families with older children
34%
12%
Matures singles / couples
37%
8%
Seniors
57%
7%
Como
41%
7%
Karawara / Collier Gardens^
31%
12%
Kensington^
64%
7%
Manning
53%
3%
Salter Point^
41%
7%
South Perth
39%
8%
Waterford
18%
9%
Non-English speaking background
23%
18%
Speaks English only
43%
6%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 371; 2008 n = 379)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
23
= significant variance
Familiar
84%
Priority
1%
Street artworks and public art
Satisfaction is relatively low and has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
14
48
29
Neutral
–
23% of respondents are dissatisfied
Satisfaction is highest among those aged 55+, those living in
Como (followed by Manning) and those who speak English
only
% of residents
INDUSTRY STANDARDS
14
Council Score
Industry Average
Only 48% of respondents are satisfied
23
Dissatisfied
Industry High
–
NA
NA
Delighted
Dissatisfied
18-34 yrs
10%
19%
35-54 yrs
10%
25%
55+ yrs
23%
23%
Como
19%
24%
Karawara / Collier Gardens
8%
29%
Kensington
7%
21%
Manning
17%
17%
Salter Point
10%
24%
South Perth
14%
25%
Waterford
7%
13%
Non-English speaking background
2%
29%
Speaks English only
16%
22%
SATISFACTION HISTORY
2008
48
61
2006
2004
2003
NA
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 324; 2008 n = 336)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
24
= significant variance
Familiar
87%
Priority
1%
How local history and heritage is preserved and promoted
Satisfaction is moderate
% of respondents
RESIDENT SATISFACTION
Delighted
31
Satisfied
69
20
Neutral
INDUSTRY STANDARDS
31
Council Score
43
Industry High
31
Industry Average
SATISFACTION HISTORY
2008
2004
2003
69
NA
NA
NA
69% of respondents are satisfied
–
11% of respondents are dissatisfied
Satisfaction is highest among females, those aged 55+,
those living in Kensington, long term residents, those with a
disability and those who speak English only
% of residents
11
Dissatisfied
2006
–
Delighted
Dissatisfied
Male
22%
12%
Female
39%
10%
18-34 yrs
20%
9%
35-54 yrs
31%
11%
55+ yrs
40%
11%
Como
33%
12%
Karawara / Collier Gardens^
22%
13%
Kensington^
54%
0%
Manning^
31%
7%
Salter Point^
25%
13%
South Perth
32%
14%
Waterford^
11%
4%
0-3 yrs in South Perth
28%
11%
4-10 yrs in South Perth
22%
7%
11+ yrs in South Perth
38%
13%
A person with a disability or impairment
49%
11%
Without disability or impairment
29%
10%
Non-English speaking background
17%
11%
Speaks English only
34%
10%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 350)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
25
= significant variance
Support for restoring and redeveloping the Old Mill Site
Overall, 50% of respondents see a need to restore and redevelop the Old Mill site in South Perth
–
Support was highest in Kensington (65%) and lowest in Karawara / Collier Gardens (27%)
–
In South Perth, where the Old Mill site is located, 58% of respondents support restoration / redevelopment and 32% expressed opposition. Remaining
respondents in South Perth (10%) were unsure.
Among those who would like the Old Mill site to be restored and redeveloped, the most popular suggestions were a museum,
information centre or exhibitions, followed by a café or restaurant
% of respondents
34
Museum / exhibitions / information centre
Do you see a need to restore and redevelop
the Old Mill site in South Perth?
Cafe / restaurant
26
% of respondents
Maintenence / restore building / presentation
Unsure,
15%
Yes, 50%
9
Public open space / playground
6
Heritage
5
Accessible / community based
4
Tourism / souveniers / shops
4
Education
3
Art society / facility
2
(n = 203)
Other
No, 35%
None / it should not be restored / redeveloped
Dont know
Q. Do you see a need to restore and redevelop the Old Mill site in South Perth?
Base: All respondents (Residents 2008 n = 402)
Q. What type of facilities and activities would you like the restored Old Mill site to have?
Base: Respondents who see a need to restore and redevelop the Old Mill site (Residents 2008 n = 203)
7
15
13
26
= significant variance
Familiar
94%
Priority
14%
Safety and security
% of respondents
RESIDENT SATISFACTION
Delighted
20
Satisfied
61
18
Dissatisfied
–
61% of respondents are satisfied
–
18% of respondents are dissatisfied
Satisfaction is highest among seniors, newer residents and
those living in South Perth and Manning, followed by Salter Point
There is greatest room to improve satisfaction among mature
singles and couples
21
Neutral
Satisfaction is moderate though it has fallen significantly
% of residents
INDUSTRY STANDARDS
20
Council Score
38
Industry High
26
Industry Average
SATISFACTION HISTORY
2008
83
2006
2003
Dissatisfied
Younger singles / couples
23%
8%
Families with younger children
19%
19%
Families with older children
17%
20%
Matures singles / couples
13%
25%
Seniors
33%
15%
Como
18%
24%
Karawara / Collier Gardens^
18%
25%
Kensington^
14%
17%
Manning
25%
6%
Salter Point^
24%
21%
South Perth
26%
14%
Waterford
12%
12%
0-3 yrs in South Perth
31%
11%
4-10 yrs in South Perth
16%
17%
11+ yrs in South Perth
20%
21%
61
Contribute to a safe and
secure environment
2004
Delighted
NA
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 380; 2008 n = 379)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
27
= significant variance
Support for security cameras
Overall 69% of respondents believe the City of South Perth
should consider installing security cameras as a crime
prevention measure
Do you believe the City of South Perth should
consider installing security cameras (such as Closed
Circuit TV cameras) as a crime prevention measure?
Females and seniors are more likely to support CCTV
cameras
% of respondents
Unsure,
7%
% of residents
Yes, CoSP
should install
CCTV
Male
62%
Female
75%
Younger singles / couples
62%
Families with younger children
68%
Families with older children
70%
Matures singles / couples
69%
Seniors
80%
No, 24%
Q. Do you believe the City of South Perth should consider installing security cameras (such as Closed Circuit TV cameras) as a crime prevention measure?
Base: All respondents (Residents 2008 n = 402)
= significant variance
Yes, 69%
28
Environmental Management
Familiar
87%
Priority
5%
Conservation and environmental management
% of respondents
RESIDENT SATISFACTION
Delighted
30
Satisfied
72
17
Neutral
INDUSTRY STANDARDS
30
Council Score
40
Industry High
29
Industry Average
SATISFACTION HISTORY
2008
72
87
2006
Protect natural areas (such
as bushlands, wetlands and
river foreshore)
2003
NA
NA
–
72% of respondents are satisfied
–
11% of respondents are dissatisfied
Satisfaction is highest among seniors, newer residents and
those with a disability
There is greatest room to improve satisfaction among males,
matures singles and couples and those living in Como
% of residents
11
Dissatisfied
2004
Satisfaction is relatively high though it has fallen significantly
Delighted
Dissatisfied
Male
25%
15%
Female
34%
8%
Younger singles / couples
37%
5%
Families with younger children
24%
7%
Families with older children
24%
14%
Matures singles / couples
21%
21%
Seniors
55%
2%
Como
28%
17%
Karawara / Collier Gardens^
31%
12%
Kensington^
36%
7%
Manning^
28%
7%
Salter Point^
26%
15%
South Perth
34%
9%
Waterford
26%
3%
0-3 yrs in South Perth
41%
5%
4-10 yrs in South Perth
22%
13%
11+ yrs in South Perth
32%
12%
A person with a disability or impairment
47%
12%
Without disability or impairment
28%
11%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 389; 2008 n = 350)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
30
= significant variance
Familiar
100%
Priority
1%
Weekly rubbish collections
–
Delighted
77
Satisfied
Neutral
2
Dissatisfied
1
96
96% of respondents are satisfied
Satisfaction is highest among seniors, long term residents
and those who speak English only
% of residents
INDUSTRY STANDARDS
77
Council Score
86
Industry High
76
Industry Average
SATISFACTION HISTORY
2008
2006
Satisfaction is very high
% of respondents
RESIDENT SATISFACTION
96
Delighted
Dissatisfied
Younger singles / couples
73%
2%
Families with younger children
69%
1%
Families with older children
76%
2%
Matures singles / couples
75%
1%
Seniors
95%
2%
0-3 yrs in South Perth
65%
2%
4-10 yrs in South Perth
74%
1%
11+ yrs in South Perth
83%
2%
Non-English speaking background
65%
3%
Speaks English only
79%
1%
NA
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 401)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
31
= significant variance
Familiar
98%
Priority
3%
Fortnightly recycling services
–
Delighted
70
Satisfied
89
7
Neutral
Dissatisfied
Satisfaction is high
% of respondents
RESIDENT SATISFACTION
89% of respondents are satisfied
Satisfaction is highest among seniors, long term residents,
those with a disability and those who speak English only
There is greatest room to improve satisfaction among
families with younger children
4
% of residents
INDUSTRY STANDARDS
70
Council Score
85
Industry High
63
Industry Average
SATISFACTION HISTORY
2008
89
Delighted
Dissatisfied
Younger singles / couples
71%
5%
Families with younger children
54%
9%
Families with older children
69%
6%
Matures singles / couples
67%
1%
Seniors
89%
2%
0-3 yrs in South Perth
62%
8%
4-10 yrs in South Perth
65%
3%
11+ yrs in South Perth
76%
3%
A person with a disability or impairment
84%
3%
Without disability or impairment
69%
4%
Non-English speaking background
58%
5%
Speaks English only
72%
4%
94
2006
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 2006 n = 397; 2008 n = 392)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
32
= significant variance
Familiar
Enforcement of local-laws
relating to food, health, noise and pollution
Delighted
26
Satisfied
62
24
Neutral
–
62% of respondents are satisfied
–
14% of respondents are dissatisfied
Satisfaction is highest among 18-34 year olds, seniors,
renters, newer residents and those with a disability
There is greatest room to improve satisfaction among
families with older children, mature singles and couples and
long term residents
% of residents
INDUSTRY STANDARDS
26
Council Score
34
Industry High
26
Industry Average
SATISFACTION HISTORY
2008
62
81
2006 & 2004: 2006
Provide public health
services (such as
food, pollution and
nuisance control) 2004
2003
80
NA
3%
14
Dissatisfied
Priority
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
80%
Delighted
Dissatisfied
18-34 yrs
33%
10%
35-54 yrs
20%
16%
55+ yrs
26%
15%
Younger singles / couples
25%
8%
Families with younger children
28%
11%
Families with older children
23%
19%
Matures singles / couples
19%
18%
Seniors
39%
6%
Own
22%
15%
Rent
34%
10%
0-3 yrs in South Perth
38%
10%
4-10 yrs in South Perth
21%
9%
11+ yrs in South Perth
25%
18%
A person with a disability or impairment
47%
9%
Without disability or impairment
24%
14%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 350; 2006 n = 321; 2008 n = 321)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
33
= significant variance
How traffic, parking and clean-up is managed
for public events (such as Skyshow, Red Bull Air Race and Fiesta)
Delighted
49
Satisfied
Neutral
80
Industry High
Industry Average
49
NA
NA
SATISFACTION HISTORY
2008
2006
–
80% of respondents are satisfied
–
13% of respondents are dissatisfied
There is greatest room to improve satisfaction among
families with older children
% of residents
Council Score
80
NA
2004
NA
2003
NA
2%
Satisfaction is highest among seniors and those living in
Salter Point
13
INDUSTRY STANDARDS
Priority
7
Dissatisfied
94%
Satisfaction is high
% of respondents
RESIDENT SATISFACTION
Familiar
Delighted
Dissatisfied
Younger singles / couples
55%
5%
Families with younger children
49%
11%
Families with older children
48%
20%
Matures singles / couples
41%
15%
Seniors
63%
7%
Como
42%
12%
Karawara / Collier Gardens^
56%
11%
Kensington
58%
6%
Manning^
43%
11%
Salter Point^
65%
12%
South Perth
54%
15%
Waterford^
34%
14%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 376)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
34
= significant variance
Familiar
75%
Priority
1%
Information provided by Council on sustainable living
Satisfaction is relatively low and has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
15
45
29
Neutral
–
Only 45% of respondents are satisfied
–
26% of respondents are dissatisfied
There is greatest room to improve satisfaction among males,
35-54 year olds, those living in Salter Point and Como and
long term residents
26
Dissatisfied
% of residents
Delighted
Dissatisfied
Male
13%
31%
Female
17%
21%
18-34 yrs
15%
19%
35-54 yrs
15%
31%
55+ yrs
16%
26%
Como
10%
31%
Karawara / Collier Gardens^
21%
26%
Kensington^
30%
26%
Manning^
16%
8%
Salter Point^
5%
33%
South Perth
17%
27%
Waterford^
19%
15%
0-3 yrs in South Perth
18%
14%
4-10 yrs in South Perth
15%
25%
11+ yrs in South Perth
15%
30%
INDUSTRY STANDARDS
15
Council Score
Industry High
Industry Average
NA
NA
SATISFACTION HISTORY
2008
45
64
2006
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 292; 2008 n = 302)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
35
= significant variance
Familiar
Access to TravelSmart information
on walking, cycling and public transport
Delighted
42
Satisfied
75
14
Neutral
–
75% of respondents are satisfied
–
12% of respondents are dissatisfied
Dissatisfied
INDUSTRY STANDARDS
42
Council Score
Industry High
NA
Industry Average
NA
SATISFACTION HISTORY
2008
2006
75
80
2004
77
2003
77
3%
Satisfaction is highest among seniors and those with a disability
There is greatest room to improve satisfaction among families
with younger children, those living in Waterford and those who
have lived in the area for 4-10 years
% of residents
12
Priority
Satisfaction is relatively high
% of respondents
RESIDENT SATISFACTION
92%
Delighted
Dissatisfied
Younger singles / couples
45%
7%
Families with younger children
28%
15%
Families with older children
39%
16%
Matures singles / couples
42%
13%
Seniors
57%
8%
Como
38%
16%
Karawara / Collier Gardens^
46%
14%
Kensington
50%
3%
Manning
48%
6%
Salter Point^
52%
17%
South Perth
43%
9%
Waterford
25%
16%
0-3 yrs in South Perth
46%
10%
4-10 yrs in South Perth
29%
10%
11+ yrs in South Perth
48%
14%
A person with a disability or impairment
68%
15%
Without disability or impairment
39%
12%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 376; 2004 n = 379; 2006 n = 361; 2008 n = 370)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
= significant variance
36
Infrastructure
Familiar
Planning and building approvals
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
13
32
INDUSTRY STANDARDS
13
Council Score
30
Industry High
–
Only 40% of respondents are satisfied
–
28% of respondents are dissatisfied
Satisfaction is highest among seniors, those living in Karawara /
Collier Gardens and those with a disability
There is greatest room to improve satisfaction among those
living in South Perth and Salter Point and long term residents
SATISFACTION HISTORY
2008
40
61
2006
2003
Delighted
Dissatisfied
Younger singles / couples
17%
19%
Families with younger children
8%
27%
Families with older children
9%
33%
Matures singles / couples
13%
27%
Seniors
24%
29%
Como
14%
31%
Karawara / Collier Gardens^
26%
17%
Kensington^
19%
19%
Manning^
5%
14%
Salter Point^
5%
33%
South Perth
12%
33%
Waterford^
8%
24%
0-3 yrs in South Perth
15%
15%
4-10 yrs in South Perth
9%
20%
11+ yrs in South Perth
15%
36%
A person with a disability or impairment
28%
21%
Without disability or impairment
11%
28%
22
Industry Average
2004
7%
Satisfaction is relatively low and has fallen significantly
% of residents
28
Dissatisfied
Priority
40
Neutral
71%
NA
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 300; 2008 n = 287)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
38
= significant variance
Familiar
99%
Priority
9%
Footpaths and cycleways
Satisfaction is relatively high though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
45
Satisfied
77
11
Neutral
–
77% of respondents are satisfied
–
13% of respondents are dissatisfied
Satisfaction is highest among younger singles and couples,
renters and newer residents
13
Dissatisfied
% of residents
INDUSTRY STANDARDS
45
Council Score
48
Industry High
36
Industry Average
SATISFACTION HISTORY
2008
77
Delighted
Dissatisfied
Younger singles / couples
60%
11%
Families with younger children
31%
12%
Families with older children
47%
14%
Matures singles / couples
40%
13%
Seniors
52%
11%
Own
41%
14%
Rent
59%
9%
0-3 yrs in South Perth
58%
9%
4-10 yrs in South Perth
42%
12%
11+ yrs in South Perth
43%
14%
87
2006
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 398; 2008 n = 397)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
39
= significant variance
Familiar
100%
Priority
9%
Street lighting
Satisfaction is relatively high though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
38
Satisfied
71
17
Dissatisfied
71% of respondents are satisfied
–
17% of respondents are dissatisfied
Satisfaction is highest among seniors and those with a
disability or impairment
There is greatest room to improve satisfaction among
families with younger children
12
Neutral
–
% of residents
INDUSTRY STANDARDS
38
Council Score
44
Industry High
37
Industry Average
SATISFACTION HISTORY
2008
Delighted
Dissatisfied
Younger singles / couples
40%
16%
Families with younger children
25%
25%
Families with older children
29%
17%
Matures singles / couples
34%
17%
Seniors
62%
9%
A person with a disability or impairment
54%
10%
Without disability or impairment
37%
17%
71
83
2006
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 398; 2008 n = 400)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
40
= significant variance
Familiar
99%
Priority
4%
Street sweeping and cleaning
Satisfaction is relatively high though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
37
Satisfied
77
11
Dissatisfied
77% of respondents are satisfied
–
11% of respondents are dissatisfied
Satisfaction is highest among newer residents and seniors,
followed by younger singles and couples
There is greatest room to improve satisfaction among those
living in Salter Point
12
Neutral
–
% of residents
Delighted
Dissatisfied
Younger singles / couples
44%
2%
Families with younger children
32%
14%
Families with older children
38%
14%
Matures singles / couples
30%
16%
Seniors
46%
5%
Como
32%
15%
Karawara / Collier Gardens
47%
10%
Kensington
43%
7%
Manning
47%
3%
Salter Point^
41%
28%
South Perth
34%
5%
Waterford
42%
9%
0-3 yrs in South Perth
45%
6%
4-10 yrs in South Perth
30%
9%
11+ yrs in South Perth
40%
13%
INDUSTRY STANDARDS
37
Council Score
Industry High
Industry Average
NA
NA
SATISFACTION HISTORY
2008
77
2006
88
2004
87
2003
86
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 395; 2004 n = 395; 2006 n = 398; 2008 n = 396)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
= significant variance
41
Familiar
87%
Priority
4%
Community buildings, halls and toilets
% of respondents
RESIDENT SATISFACTION
Delighted
23
Satisfied
67
21
Neutral
Satisfaction is moderate though it has fallen significantly
–
67% of respondents are satisfied
–
12% of respondents are dissatisfied
Satisfaction is highest among seniors and those living in Kensington
There is greatest room to improve satisfaction among 35-54 year
olds
% of residents
12
Dissatisfied
INDUSTRY STANDARDS
23
Council Score
36
Industry High
25
Industry Average
SATISFACTION HISTORY
2008
67
83
2006
2004
NA
2003
NA
Delighted
Dissatisfied
18-34 yrs
24%
9%
35-54 yrs
18%
18%
55+ yrs
27%
7%
Younger singles / couples
22%
3%
Families with younger children
18%
17%
Families with older children
22%
15%
Matures singles / couples
16%
14%
Seniors
41%
4%
Como
25%
14%
Karawara / Collier Gardens^
15%
11%
Kensington^
43%
7%
Manning^
21%
13%
Salter Point^
14%
9%
South Perth
21%
9%
Waterford
13%
17%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 362; 2008 n = 348)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
42
= significant variance
Familiar
98%
Priority
14%
Streetscapes, parks and sporting grounds
–
% of respondents
RESIDENT SATISFACTION
Delighted
51
Satisfied
86% of respondents are satisfied
Satisfaction is highest among seniors, those living in
Manning and those with a disability or impairment
There is greatest room to improve satisfaction among those
who have lived in the area for 4-10 years
86
9
Neutral
Satisfaction is high
% of residents
Dissatisfied
5
INDUSTRY STANDARDS
51
Council Score
62
Industry High
Industry Average
43
SATISFACTION HISTORY
2008
2006
86
90
2004
92
2003
93
Delighted
Dissatisfied
Younger singles / couples
57%
2%
Families with younger children
41%
7%
Families with older children
43%
7%
Matures singles / couples
49%
7%
Seniors
69%
2%
Como
50%
5%
Karawara / Collier Gardens
54%
11%
Kensington
50%
3%
Manning
65%
0%
Salter Point
36%
14%
South Perth
55%
5%
Waterford
36%
0%
0-3 yrs in South Perth
54%
3%
4-10 yrs in South Perth
43%
6%
11+ yrs in South Perth
55%
5%
A person with a disability or impairment
67%
3%
Without disability or impairment
49%
5%
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 394; 2004 n = 398; 2006 n = 394; 2008 n = 392)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
= significant variance
43
Manning Community Facility
spontaneous mentions of preferred services and activities
% of respondents
20
Sporting facilities
Services / programs for young children
9
Services / programs for teenagers
9
Services / programs for seniors
8
Fitness and wellbeing classes
8
Youth club / drop-in centre
6
Library Services
5
Swimming pool
5
Meeting rooms
3
Playgroup facilities
3
Health services
3
Classes, courses and workshops
3
Crèche / childcare services
2
After school / holiday programs for children
2
Exhibitions / displays / expos
2
Concerts / performances
2
Don’t know
When asked about what services and activities people would
like at a new Community Facility in Manning, it was surprising
to see that many people (1 in 2 respondents) were unable to
offer any ideas or suggestions
–
–
1
This finding was similar in Manning, where 44% of respondents said
‘don’t know’.
This suggests that they do not have strong ‘top of mind’ needs
With more time to think about their needs, and to consider the
possibilities for this facility (as would occur in a focus group
discussion) they may offer some ideas and suggestions
Among those with spontaneous ‘top of mind’ suggestions, the
most popular request was for sporting facilities (such as
basketball courts, gyms, etc) followed by services and
programs that meet the needs of various groups in the
community (such as young children, teenagers and seniors)
Other frequently mentioned ideas (suggested by 5% of
respondents) included fitness and wellbeing classes, a youth
club, library services and a swimming pool
When prompted 46% of respondents said they support moving
the Manning Library to the new facility
–
Just 19% of respondents opposed moving the library
–
Support is highest among residents in Kensington (71%) and lowest
in Karawara / Collier Gardens (27%)
–
In Manning, 53% of respondents support moving the Manning library
to the new facility
10
Other
None / it should not be redeveloped
49
Q. The City of South Perth has agreed to redevelop facilities at and around Manning Hall on Bradshaw Crescent to create a new Community Facility. Which
services and activities would you like to be available at this facility?
Q. Would you support having Manning Library relocated to this facility?
= significant variance
Base: All respondents (Residents 2008 n = 402)
44
Familiar
71%
Priority
2%
Economic development, tourism and job creation
Satisfaction is relatively low and has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
13
49
33
Neutral
–
Only 49% of respondents are satisfied
–
18% of respondents are dissatisfied
Satisfaction is highest among newer residents
There is greatest room to improve satisfaction among males
and 35-54 year olds
18
Dissatisfied
% of residents
INDUSTRY STANDARDS
13
Council Score
30
Industry High
19
Industry Average
Delighted
Dissatisfied
Male
11%
23%
Female
15%
13%
18-34 yrs
18%
11%
35-54 yrs
7%
23%
55+ yrs
14%
19%
0-3 yrs in South Perth
23%
9%
4-10 yrs in South Perth
11%
18%
11+ yrs in South Perth
10%
21%
SATISFACTION HISTORY
2008
49
73
2006
2004
NA
2003
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 284; 2008 n = 287)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
45
= significant variance
Familiar
94%
Priority
6%
The control of parking around shopping areas
Satisfaction is moderate though it has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
27
Satisfied
66
16
Neutral
18
Dissatisfied
Industry High
Industry Average
27
NA
NA
SATISFACTION HISTORY
2008
66
2003
–
18% of respondents are dissatisfied
Satisfaction is highest among seniors, those living in
Karawara / Collier Gardens and renters
There is greatest room to improve satisfaction among
families with older children
Delighted
Dissatisfied
Younger singles / couples
34%
12%
Families with younger children
21%
14%
Families with older children
20%
24%
Matures singles / couples
24%
17%
Seniors
38%
17%
Como
17%
23%
Karawara / Collier Gardens^
50%
18%
Kensington
37%
10%
Manning
31%
16%
Salter Point^
30%
19%
South Perth
27%
14%
Waterford
31%
16%
Own
24%
17%
Rent
36%
20%
74
2006
2004
66% of respondents are satisfied
% of residents
INDUSTRY STANDARDS
Council Score
–
NA
NA
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 376; 2008 n = 379)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
46
= significant variance
Organisational Effectiveness
Familiar
80%
Priority
4%
Council's leadership within the community
Satisfaction is relatively low and has fallen significantly
% of respondents
RESIDENT SATISFACTION
Delighted
Satisfied
14
48
29
Neutral
–
Only 48% of respondents are satisfied
–
23% of respondents are dissatisfied
Satisfaction is highest among seniors
There is greatest room to improve satisfaction among longterm residents
23
Dissatisfied
% of residents
Delighted
Dissatisfied
Younger singles / couples
16%
24%
Families with younger children
11%
26%
Families with older children
14%
22%
Matures singles / couples
8%
24%
Seniors
26%
19%
0-3 yrs in South Perth
20%
12%
4-10 yrs in South Perth
8%
20%
11+ yrs in South Perth
15%
29%
INDUSTRY STANDARDS
Council Score
14
29
Industry High
Industry Average
21
SATISFACTION HISTORY
2008
48
2006
70
2004
70
2003
68
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied.
Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 332; 2004 n = 359; 2006 n = 344; 2008 n = 322)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4
= significant variance
48
The City of South Perth has developed and communicated a clear vision for the area
I am fairly clear about what the area is going to look and feel like in 10 years time
Overall 41% of respondents agree that the City of South Perth
have developed and communicated a clear vision for the area
Seniors, those living in Manning and newer residents are more
likely to agree
Males and Kensington residents are more likely to disagree
% of residents
Agree
Disagree
Male
39%
40%
Female
42%
30%
Younger singles / couples
43%
29%
Families with younger children
43%
39%
Families with older children
34%
39%
Matures singles / couples
34%
38%
Seniors
53%
21%
Como
38%
32%
Karawara / Collier Gardens
40%
40%
Kensington
42%
45%
Manning
68%
21%
Salter Point
33%
40%
South Perth
36%
38%
Waterford
45%
24%
0-3 yrs in South Perth
55%
17%
4-10 yrs in South Perth
39%
35%
11+ yrs in South Perth
37%
39%
% of respondents
CITY OF SOUTH PERTH
Strongly agree
8
Total agree = 41%
33
Somewhat agree
Neutral
17
Some what
disagree
21
Total disagree = 24%
Strongly disagree
Don’t know
INDUSTRY STANDARDS
Council Score
13
9
Total agree (%)
41
Industry High
Industry Average
65
44
Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or
strongly agree.
Base: All respondents (Residents 2008 n = 402)
= significant variance
49
Elected Members at the City of South Perth have a good understanding of our needs
Overall 39% of respondents agree that Elected Members at the
City of South Perth have a good understanding of their needs
18-34 year olds and those living in Waterford are more likely to
agree
Males, those living in Salter Point and Kensington and long-term
residents are more likely to disagree
% of respondents
CITY OF SOUTH PERTH
Strongly agree
4
Total agree = 39%
35
Somewhat agree
Neutral
% of residents
Agree
Disagree
Male
40%
26%
Female
40%
12%
18-34 yrs
54%
8%
35-54 yrs
40%
26%
55+ yrs
29%
18%
Como
33%
23%
Karawara / Collier Gardens
50%
7%
Kensington
35%
29%
Manning
38%
9%
Salter Point^
30%
30%
South Perth
43%
17%
Waterford
64%
6%
0-3 yrs in South Perth
44%
6%
4-10 yrs in South Perth
46%
16%
11+ yrs in South Perth
34%
24%
26
Some what
disagree
12
Total disagree = 18%
Strongly disagree
Don’t know
INDUSTRY STANDARDS
Council Score
6
16
Total agree (%)
39
Industry High
Industry Average
49
43
Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or
strongly agree.
Base: All respondents (Residents 2008 n = 402)
= significant variance
50
Staff at the City of South Perth have a good understanding of our needs
Overall 49% of respondents agree that Staff at the City of
South Perth have a good understanding of their needs
18-34 year olds and residents who have lived in the area for
4-10 years are more likely to agree
Males, home owners and long-term residents are more likely
to disagree
% of residents
Agree
Disagree
Male
45%
18%
Female
53%
9%
18-34 yrs
60%
4%
35-54 yrs
49%
17%
55+ yrs
41%
14%
Own
48%
16%
Rent
49%
7%
0-3 yrs in South Perth
47%
5%
4-10 yrs in South Perth
57%
8%
11+ yrs in South Perth
45%
18%
% of respondents
CITY OF SOUTH PERTH
Strongly agree
9
Total agree = 49%
40
Somewhat agree
Neutral
26
Some what
disagree
9
Total disagree = 13%
Strongly disagree
Don’t know
INDUSTRY STANDARDS
Council Score
4
12
Total agree (%)
49
Industry High
Industry Average
58
50
Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or
strongly agree.
Base: All respondents (Residents 2008 n = 402)
= significant variance
51
Financial Viability
Value for money from rates
% of respondents
RESIDENT SATISFACTION
Delighted
24
Satisfied
Neutral
17
Dissatisfied
17
Satisfaction is moderate
–
67% of respondents are satisfied
–
17% of respondents are dissatisfied
Satisfaction is highest among males, those aged 55+ and newer
residents
There is greatest room to improve satisfaction among 35-54 year olds,
those living in Como and those without a disability or impairment
67
% of residents
INDUSTRY STANDARDS
24
Council Score
35
Industry High
24
Industry Average
SATISFACTION HISTORY
2008
67
2006
NA
2004
NA
2003
NA
Delighted
Dissatisfied
Male
30%
18%
Female
19%
16%
18-34 yrs^
19%
7%
35-54 yrs
14%
22%
55+ yrs
36%
14%
Como
20%
25%
Karawara / Collier Gardens^
20%
13%
Kensington^
25%
13%
Manning^
24%
10%
Salter Point^
38%
24%
South Perth
25%
11%
Waterford^
29%
6%
0-3 yrs in South Perth^
50%
14%
4-10 yrs in South Perth
14%
11%
11+ yrs in South Perth
27%
20%
A person with a disability or impairment
37%
7%
Without disability or impairment
23%
18%
Q. And, how satisfied are you with the value for money you get from your rates?
Base: Respondents who own their own home and who gave a valid response, excludes ‘don’t know’ (Residents 2008 n = 260)
Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied 0-4
53
= significant variance
Community Priorities Indicator TM
Community Priorities Indicator TM
100
90
80
Weekly rubbish
Recycling
SATISFACTION
(% delighted)
70
60
Sporting facilities / swimming pool
CELEBRATE
Library
50
Streetscapes, parks & sporting
grounds
Traffic, parking & clean-up for events
Footpaths & cycleways
Access to TravelSmart information
Festivals, events & cultural activities
Street sweeping
40
History &
heritage
Street lighting
The Peninsula
Family facilites Customer service
Conservation
Sense of
Senior facilities
Parking around shops
The City Update community
Enforcement of local-laws
Information
Community buildings, halls & toilets
Councils website
Activities for improving
Information on
health & well-being
Consultation Youth facilities
sustainable living
Open & transparent Council
Councils leadership
Planning approvals
Street artworks
Economic development
30
20
10
Safety & security
MONITOR
FOCUS
0
0
5
10
15
PRIORITY (% of mentions)
Q. Which areas would you most like City of South Perth to focus on improving? MULTIPLE RESPONSE ALLOWED
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Chart shows % of respondents delighted (8,9 or 10)
Base: Priority – all respondents (Residents 2008 n = 402); Satisfaction - Respondents who use / can comment on service / facility (Residents 2008 n = various)
56
Community Priorities Indicator TM
Significant shifts in performance over past 24 months
Red = downward shift
Green = upward shift
100
90
80
Weekly rubbish
Recycling
SATISFACTION
(% delighted)
70
60
Sporting facilities / swimming pool
CELEBRATE
Library
50
Streetscapes, parks & sporting
grounds
Traffic, parking & clean-up for events
Footpaths & cycleways
Access to TravelSmart information
Festivals, events & cultural activities
Street sweeping
40
History &
heritage
Street lighting
The Peninsula
Family facilites Customer service
Conservation
Sense of
Senior facilities
Parking around shops
The City Update community
Enforcement of local-laws
Information
Community buildings, halls & toilets
Councils website
Activities for improving
Information on
health & well-being
Consultation Youth facilities
sustainable living
Open & transparent Council
Councils leadership
Planning approvals
Street artworks
Economic development
30
20
10
Safety & security
MONITOR
FOCUS
0
0
5
10
15
PRIORITY (% of mentions)
Q. Which areas would you most like City of South Perth to focus on improving? MULTIPLE RESPONSE ALLOWED
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Chart shows % of respondents delighted (8,9 or 10)
Base: Priority – all respondents (Residents 2008 n = 402); Satisfaction - Respondents who use / can comment on service / facility (Residents 2008 n = various)
57
Safety and security
Streetscapes, parks and sporting grounds
Street lighting
Footpaths and cycleways
Planning and building approvals
How the community is informed about local issues
The control of parking around shopping areas
Services and facilities for youth
Conservation and environmental management
Sporting facilities / swimming pool
How the community is consulted about local issues
Street sweeping and cleaning
The efficiency and effectiveness of customer service
Public transport
Community buildings, halls and toilets
Underground power
Festivals, events and cultural activities
Facilities, services and care available for seniors
Fortnightly recycling services
Access to TravelSmart information on walking, cycling
and public transport
Shopping in South Perth
Weekly rubbish collections
Speaks English Only
Disability or Impairment
11+ years in South Perth
4-10 years in South Perth
0-3 years in South Perth
Rent
Own
Waterford
South Perth
Salter Point
Manning
Kensington
Karawara / Collier Gardens
Como
Seniors
Mature singles/couples
Family with older children
Family with younger children
55+ years old
35-54 year olds
18-34 year olds
Male
= Number 1 priority
= Top 5 priority
Female
by customer groups
Younger singles/couples
Top 5 Priorities
Q. Which areas would you most like City of South Perth to focus on improving? MULTIPLE RESPONSE ALLOWED
Base: All respondents (Residents 2008 n = 402 )
58
Strategic Insights
Strategic Insights
Overall Performance
Most residents (78%) are satisfied with the City of South Perth’s performance
–
Satisfaction levels tend to be higher among seniors, younger singles and couples, renters and newer residents
–
There is greatest room to improve levels of satisfaction among long-term residents and those living in Como
Overall performance is higher than most Councils that contribute to the calculation of the Industry Standards
Strengths
Residents regard the City of South Perth to be strong in waste management
Areas to Address
This year, residents rated the highest priority areas to focus on improving as:
–
Safety and security
Other areas highlighted by residents include:
–
Streetscapes, parks and sporting grounds
–
Footpaths and cycleways
–
Street lighting
–
Planning and building approvals
Demographic variances
Older respondents (those aged 55 years or older) appear to be more satisfied over a number of service areas
60
Strategic Insights
Declining Performance
While overall levels of satisfaction remained fairly steady over the past three years, there was a decline in satisfaction ratings across
a number of service areas. The most notable decreases were for:
2005 Delight Rating
2008 Delight Rating
Variance
–
How the community is consulted about local issues
76%
50%
26% points
–
How open and transparent Council processes are
65%
40%
25% points
–
Economic development, tourism and job creation
73%
49%
24% points
–
Safety and security
83%
61%
22% points
–
Council's leadership within the community
70%
48%
22% points
–
How the community is informed about local issues
81%
60%
21% points
–
Activities for improving health and well-being
77%
56%
21% points
–
Facilities, services and care available for seniors
84%
63%
21% points
–
Planning and building approvals
61%
40%
21% points
–
Services and facilities for families
89%
69%
20% points
Relative Performance (compared to other Councils)
For many measures, the City of South Perth’s performance was on par with other Councils.
There were five areas where delighted ratings were more than 5% points lower than the Industry Average. These were:
–
Planning and building approvals
–
Council's leadership within the community
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Council’s newsletters
–
Safety and security
–
Economic development, tourism and job creation
61
We’d love to discuss this report with you!
If you have any questions, please contact:
Lisa Lough
Managing Director
CATALYSE Pty Ltd
t: +61 8 9380 9800
e: [email protected]
www.catalyse.com.au