2012 Customer Satisfaction Survey Results

Each year Stratford residents are invited to complete a survey, which rates the satisfaction levels of services Council provides. The response from this year’s annual Customer Satisfaction Survey has seen similar numbers to last year. This year 528 surveys were returned, which is just up on last year’s 516.

Overall, this year’s Customer Satisfaction Survey has no surprising results. Most areas that Council asked for feedback on gained positive responses from those who filled out the survey.

Roading
While most people were happy with the Council’s roading work, some believed that more could be done to fix and maintain some roads. Council encourages anyone who has issues with their roads to contact them.

Water Supply
Water supply received better ratings than last year, and generally the comments about water supply were favourable. 

Stormwater
The overall satisfaction with stormwater increased. Nine instances of localised flooding were reported, while two people said that flooding had decreased in recent years.

Wastewater
Overall satisfaction on wastewater services increased and disruptions and odour issues dropped to nearly 3%.

Parks
The maintenance of the parks and walkways was positive with people stating the parks are beautiful and great for outdoor events.  People also said that the walkways were suitable for walkers and runners and are a pleasure to use.

Refuse and Recycling
The Transfer Station, particularly the operator, received glowing praise from nearly all respondents, with one saying the operator “is a jewel beyond compare”. People asked for more frequent recycling collections, and a greater range of materials recycled.  This will be considered when the contract comes up for negotiation but weighed up against the cost to ratepayers.

Public Facilities
The War Memorial Centre and the Centennial Restrooms users are satisfied with delivery of service for these facilities.  Broadway toilets received negative feedback and much of this is due to the age of the
toilets.  These are due for replacement over the next 12 months.

TSB Pool Complex, Sports Fields, and Cemeteries                                                                                             The TSB Pool received a higher rating than last year, however, the percentage of people using the pool decreased. People believed that the sports fields are well maintained, as are cemeteries.

Community Services
The response to Community Services was overall very good. A number of those who responded praised the Summer Nights concert held in February. The Community Development Team plan to hold this event
every February.

Information Centre
Customer service satisfaction was up again this year, however, the major concern for people was driver licensing. The changes made to the driver licensing in March by central government (age, practical
testing sites, and forms are to be completed by the client) has also generated a very negative response.

Library
The library received some very positive results. Their customer service rating was well over 8 and the number of people who visited frequently has also increased. Responses are mainly positive, with many commenting positively about the staff.

Planning and Regulatory
Most people were happy with the level of dog control and liquor licensing. Noise control also received positive responses and comments. The planning rating was up from last year, as was building
control, and environmental health’s rating.

Overall, comments on Council’s activities were positive, however, there were a number of issues that people had concerns with. These concerns have been presented to Councillors and Council staff. Council
would like to stress that you do not have to wait for the Customer Satisfaction Survey to raise your concerns. If you have any issues you may wish to contact Council directly on (06) 765 6099.