News Release
Wednesday 15 June 2011

Community very satisfied with council services NRB survey reveals

ROTORUA 15.06.11: An independent survey of Rotorua residents has revealed high levels of satisfaction with most services provided to the community by Rotorua District Council (RDC).

The independent survey was carried out by National Research Bureau (NRB) during April and involved in-depth telephone interviews with a representative cross-section of 500 people from throughout Rotorua district.

Council services which rated most highly in the survey included city cleanliness, sewerage system, beautification, water supply, rubbish collection, parks and reserves, stormwater drainage, event and tourism promotion, roads, library, sports fields and footpaths.

While the services that received the lowest satisfaction levels were job promotion, recycling, public toilets, cycling facilities and parking, more residents remained satisfied with these services than dissatisfied.

Forty six per cent of survey respondents rated the performance of the mayor and councillors as fairly good or very good with 14% rating it poor or not very good. Meanwhile RDC staff performance was rated fairly or very good by 73%, compared to just 5% who said it was poor or not very good.

With a satisfaction rating of 85%, the quality of customer service received by residents when contacting the council directly also got the thumbs up.

Seventy per cent of people were satisfied with the way the council spends rates income and this was down from 78% in last year’s survey. Approval of council decisions at 54% was also down from 62% in 2010.

However eighty six per cent of residents clearly felt that they had been able to influence council decisions to some extent and this was a jump from 80% last year.

RDC chief executive Peter Guerin said that it was important for the council to get feedback on a regular basis as to how residents felt the council was doing in delivering services to the community. He said the NRB survey was an independent assessment of people’s perceptions and it provided valuable information for the council’s future planning.

“This latest survey shows that in the community’s eyes we’re getting it right with most of our services, and this is very encouraging feedback to receive.

“The survey also reaffirms a number of service areas where we think there is room for improvement and we’re giving priority focus to these right now and in the immediate future. They include development of a new economic development strategy to help boost jobs, upgraded and new waste recycling facilities in the city and in Ngongotaha, a review of public toilet needs, developing more cycling facilities, and a new parking policy.

Mr Guerin said he was particularly pleased to see that 53% of residents now had a household emergency kit and this figure had risen from just 46% a year ago. He said the Christchurch earthquakes had clearly prompted many people to take action but he would like to see even more homes prepared because a major emergency event could hit Rotorua any time.

The key findings of the 2011 NRB Residents’ Perceptions Survey are:
• High levels of satisfaction with most council services, particularly city appearance/cleanliness (97% satisfied); sewerage system (97%); beautification/landscaping;(95%); water supply (95%); rubbish collection (94%); parks/reserves/playgrounds (89%); stormwater drainage (89%); event & tourism promotion (83%); roads (83%); library (82%); sports fields (82%); and footpaths (82%).
• Services with least satisfaction were city parking (65% satisfied); cycling facilities (64%); public toilets (62%); recycling (60%) and job promotion (42%).
• 46% rated the performance of the mayor and councillors as fairly or very good (up 1% on last year).
• 73% rated performance of council staff as fairly or very good (up 12%).
• Priorities for more spend emphasis were recycling (56%); job promotion (48%); parking (38%); roads (37%) and public toilets (35%).
• 70% were satisfied with how rates are spent (compared to 78% last year).
• 85% were satisfied with the service when contacting the council.
• The top source of information about the council remains newspapers (83%).
• 54% said information provided by the council was sufficient while 40% said it's not.
• 41% were satisfied with consultation while 28% were not, and 28% were neither satisfied nor dissatisfied.
• 86% said the public influences council decisions to some extent (up from 80% in 2010).
• 53% of residents have a household emergency kit (up from 46% last year).
• 49% have a Civil Defence emergency household plan (up from 45%).
• 71% believe there is good or very good community spirit in Rotorua (up 2%).
• 51% believe more diverse cultures make Rotorua a better place (down from 59%)
• 39% are satisfied with council sustainability efforts, 34% are not, and 27% don't know or are neither satisfied nor not satisfied.
• 54% approve of council decisions/actions in the last 12 months (down from 62% in 2010) while 26% disprove (up from 23%)
[ENDS]

© Scoop Media