2024 Community Satisfaction Survey

Council values the feedback from our residents, it is crucial in helping us understand your needs to ensure our services align with your expectations.

To measure how Rockhampton Region residents rate Council's services, Rockhampton Regional Council engaged an independent research company, Taverner Research Group, to conduct an online and phone survey with residents during October and November, 2024.

The survey captured the community's overall satisfaction level of Council's performance, services, facilities and priorities.

400 residents were surveyed via phone and 469 people completed the online survey, with the data from both survey methods analysed separately.

KEY FINDINGS

Overall Satisfaction

48% of residents surveyed were satisfied or very satisfied, against 15% who were dissatisfied/very dissatisfied. The mean score of 3.34 out of 5 was marginally lower than the average for ten Queensland councils (3.49).

Services and Facilities

Of the 19 services and facilities measured, three achieved satisfaction mean scores above 4.0 out of 5 (libraries, RMOA and major events like RockyNats, Riverfest and Rocky Show), and four had mean scores below a 'neutral' 3.0 out of five (weed control, sealed roads, public toilets and unsealed roads).

When compared to other Queensland councils, RRC in 2024 was the highest performing for four measures and the lowest performing for seven.

Prioritising Services and Facilities

Respondents were asked to nominate two priorities out of six prompted options for Council to focus on over the next ten years. Economic development recorded more first priority responses than any of the remaining five options' top two priorities.

When creating a quadrant of satisfaction and derived importance, unsealed roads was singular in plotting high importance and low satisfaction, and Council pools was distinguished for high importance and high satisfaction.

Customer Service

Roughly half of residents surveyed had contacted Council in the past 12 months (apart from paying rates). Of these, 48% were able to get resolution in a single contact. Overall, 57% of these customers gave Council a top two satisfaction rating (out of five) for how their enquiry was handled..

Quality of Life

Thirty percent of residents surveyed cited being close to family/friends as a reason they enjoy living in the region, followed by good access to services (29%) and that the area was not too busy/crowded (28%). Crime/security (38%) was well ahead of other responses for what residents felt was the top issues of concern, followed by future of the economy (24%) and quality of roads (20%).

Council values the feedback from our residents, it is crucial in helping us understand your needs to ensure our services align with your expectations.

To measure how Rockhampton Region residents rate Council's services, Rockhampton Regional Council engaged an independent research company, Taverner Research Group, to conduct an online and phone survey with residents during October and November, 2024.

The survey captured the community's overall satisfaction level of Council's performance, services, facilities and priorities.

400 residents were surveyed via phone and 469 people completed the online survey, with the data from both survey methods analysed separately.

KEY FINDINGS

Overall Satisfaction

48% of residents surveyed were satisfied or very satisfied, against 15% who were dissatisfied/very dissatisfied. The mean score of 3.34 out of 5 was marginally lower than the average for ten Queensland councils (3.49).

Services and Facilities

Of the 19 services and facilities measured, three achieved satisfaction mean scores above 4.0 out of 5 (libraries, RMOA and major events like RockyNats, Riverfest and Rocky Show), and four had mean scores below a 'neutral' 3.0 out of five (weed control, sealed roads, public toilets and unsealed roads).

When compared to other Queensland councils, RRC in 2024 was the highest performing for four measures and the lowest performing for seven.

Prioritising Services and Facilities

Respondents were asked to nominate two priorities out of six prompted options for Council to focus on over the next ten years. Economic development recorded more first priority responses than any of the remaining five options' top two priorities.

When creating a quadrant of satisfaction and derived importance, unsealed roads was singular in plotting high importance and low satisfaction, and Council pools was distinguished for high importance and high satisfaction.

Customer Service

Roughly half of residents surveyed had contacted Council in the past 12 months (apart from paying rates). Of these, 48% were able to get resolution in a single contact. Overall, 57% of these customers gave Council a top two satisfaction rating (out of five) for how their enquiry was handled..

Quality of Life

Thirty percent of residents surveyed cited being close to family/friends as a reason they enjoy living in the region, followed by good access to services (29%) and that the area was not too busy/crowded (28%). Crime/security (38%) was well ahead of other responses for what residents felt was the top issues of concern, followed by future of the economy (24%) and quality of roads (20%).

Page last updated: 25 Feb 2025, 11:59 AM