2
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
➢ Background and objectives
➢ Survey methodology and sampling
➢ Further information
➢ Key findings & recommendations
➢ Summary of findings
➢ Detailed findings
• Key core measure: Overall performance
• Key core measure: Customer service
• Key core measure: Council direction indicators
• Individual service areas
• Detailed demographics
➢ Appendix A: Detailed survey tabulations
➢ Appendix B: Further project information
3
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Results shown are index scores out of 100.
Council Large Rural State-wide
53 56 59
4
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Welcome to the report of results and recommendations
for the 2018 State-wide Local Government Community
Satisfaction Survey for Bass Coast Shire Council.
Each year Local Government Victoria (LGV)
coordinates and auspices this State-wide Local
Government Community Satisfaction Survey throughout
Victorian local government areas. This coordinated
approach allows for far more cost effective surveying
than would be possible if councils commissioned
surveys individually.
Participation in the State-wide Local Government
Community Satisfaction Survey is optional. Participating
councils have various choices as to the content of the
questionnaire and the sample size to be surveyed,
depending on their individual strategic, financial and
other considerations.
The main objectives of the survey are to assess the
performance of Bass Coast Shire Council across a
range of measures and to seek insight into ways to
provide improved or more effective service delivery. The
survey also provides councils with a means to fulfil
some of their statutory reporting requirements as well
as acting as a feedback mechanism to LGV.
5
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
This survey was conducted by Computer Assisted
Telephone Interviewing (CATI) as a representative
random probability survey of residents and non-
resident rate payers aged 18+ years in Bass Coast
Shire Council.
Survey sample matched to the demographic profile of
Bass Coast Shire Council as determined by the most
recent ABS population estimates was purchased from
an accredited supplier of publicly available phone
records, including up to 40% mobile phone numbers to
cater to the diversity of residents within Bass Coast
Shire Council, particularly younger people.
A total of n=600 completed interviews were achieved in
Bass Coast Shire Council. Survey fieldwork was
conducted in the period of 1st February – 30th March,
2018.
The 2018 results are compared with previous years, as
detailed below:
• 2017, n=600 completed interviews, conducted in the period
of 1st February – 30th March.
• 2016, n=400 completed interviews, conducted in the period
of 1st February – 30th March.
• 2015, n=401 completed interviews, conducted in the period
of 1st February – 30th March.
• 2014, n=400 completed interviews, conducted in the period
of 31st January – 11th March.
Minimum quotas of gender within age groups were
applied during the fieldwork phase. Post-survey
weighting was then conducted to ensure accurate
representation of the age and gender profile of the
Bass Coast Shire Council area.
Any variation of +/-1% between individual results and
net scores in this report or the detailed survey
tabulations is due to rounding. In reporting, ‘—’
denotes not mentioned and ‘0%’ denotes mentioned by
less than 1% of respondents. ‘Net’ scores refer to two
or more response categories being combined into one
category for simplicity of reporting.
6
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Within tables and index score charts throughout this
report, statistically significant differences at the 95%
confidence level are represented by upward directing
blue and downward directing red arrows. Significance
when noted indicates a significantly higher or lower
result for the analysis group in comparison to the ‘Total’
result for the council for that survey question for that
year. Therefore in the example below:
• The state-wide result is significantly higher than the
overall result for the council.
• The result among 50-64 year olds is significantly
lower than for the overall result for the council.
Further, results shown in blue and red indicate
significantly higher or lower results than in 2017.
Therefore in the example below:
• The result among 35-49 year olds in the council is
significantly higher than the result achieved among
this group in 2017.
• The result among 18-34 year olds in the council is
significantly lower than the result achieved among
this group in 2017.
54
57
58
60
67
66
50-64
35-49
Large Rural
Bass Coast
18-34
State-wide
Overall Performance – Index Scores (example extract only)
Note: Details on the calculations used to determine statistically significant differences may be found in Appendix B.
7
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Further information about the report and explanations
about the State-wide Local Government Community
Satisfaction Survey can be found in Appendix B,
including:
➢ Background and objectives
➢ Margins of error
➢ Analysis and reporting
➢ Glossary of terms
Contacts
For further queries about the conduct and reporting of
the 2018 State-wide Local Government Community
Satisfaction Survey, please contact JWS Research on
(03) 8685 8555.
9
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
The overall performance index score of 53 for Bass
Coast Shire Council represents a (not significant) three
point improvement on the 2017 result; ratings for overall
performance are at their highest level since 2014.
➢ Notwithstanding ratings gains, Bass Coast Shire
Council’s overall performance is rated statistically
significantly lower (at the 95% confidence interval)
than the average rating for councils State-wide and
in the Large Rural group (index scores of 59 and
56 respectively).
➢ Adults aged 18-34 years (index score of 61),
Bunurong residents (60), and non-resident
ratepayers (59) are significantly more favourable
in their view of Council’s overall performance than
adults overall, while Island area adults are
significantly less favourable (45).
➢ Ratings increases are largely driven by improved
perceptions of overall performance compared to
2017 among residents aged 18 to 34 years (eight
index points higher, index score of 61) and women
(six index points higher, index score of 54).
More than one in three adults (35%) rate Council’s
overall performance as ‘very good’ or ‘good’. This
outweighs the one in five adults (22%) who rate
Council’s overall performance as ‘very poor’ or ‘poor’.
Results shown are index scores out of 100.
Council Large Rural State-wide
53 56 59
10
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Review of the core performance measures (as shown
on page 18) shows that on five of the seven measures
Bass Coast Shire Council’s performance was either
stable, or exhibited a slight increase compared to
Council’s own results in 2017. Across the board,
Council has maintained or built on increases achieved
between 2016 and 2017.
➢ Customer service and sealed local roads are the
exceptions to the pattern, however ratings have
not changed significantly compared to 2017,
exhibiting a one point index score decline on both
measures.
➢ Despite measured progress, Bass Coast Shire
Council’s performance on all core measures, with
the exception of overall direction, is significantly
lower than State-wide averages.
➢ Bass Coast Shire Council’s performance on
overall performance, lobbying, and making
community decisions is also significantly lower
than Large Rural group averages on these
measures. Council’s performance is in line with
group averages on all other core measures.
There are notable differences across geographic
cohorts within Bass Coast Shire Council.
➢ Island area adults rate Council significantly lower
than adults overall on all core performance
measures with the exception of customer service.
➢ Conversely, Bunurong residents consistently rate
Council performance significantly higher than
adults overall.
➢ Ratings among Western Port adults tend to be in
line with Council averages.
11
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
More than half (56%) of Bass Coast Shire Council
residents have had recent contact with Council.
Non-resident ratepayers are significantly less likely
to have contacted Council (42%). Rates of contact
have been declining over time (61% contacted Council
in 2014).
Council performs best in the area of customer
service (index score of 65). In the area of customer
service, Bass Coast Shire Council is rated similarly to
the Large Rural group average (index score of 67), but
significantly lower than the State-wide average for
councils (index score of 70).
➢ One-quarter of adults (25%) rate Council’s
customer service as ‘very good’, with a further
37% rating customer service as ‘good’, generally
consistent with 2017.
➢ Although performance on this measure has
dropped one index point in the past year, results
have been relatively consistent since 2014 with
the exception of 2016, at which point
performance ratings temporarily declined before
rebounding the following year.
Perceptions of customer service are significantly
higher among Bunurong adults (index score of 73).
➢ While Council should aim to improve customer
service across all groups, it should pay particular
attention to the quality of contacts outside the
Bunurong area.
Compared to 2017, ratings of customer service have
not changed significantly among any demographic or
geographic sub-group.
12
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Customer Service is the area where Bass Coast
Shire Council has performed most strongly (index
score of 65).
Though increases are not significant, Bass Coast Shire
Council experienced slight ratings increases since
2017 in the areas of lobbying (index score of 49, up
three points) and making community decisions
(index score of 49, up two points).
➢ Building on previous years’ progress, Council
reached its highest ratings since 2014 on both
measures. However, Council continues to perform
significantly lower than group averages for Large
Rural councils in both areas (index score of 52 for
both).
➢ Ratings among 18 to 34 year olds, and Bunurong
adults, are significantly higher on both measures.
Bass Coast Shire Council’s performance ratings for the
condition of sealed local roads decreased by one
index point since 2017 (index score of 47) but remain
well above 2014 and 2015 levels (index scores of 33
and 36, respectively).
➢ Despite being Council’s lowest rated area,
performance is slightly ahead (although not
significantly so) of the group average for Large
Rural councils (index score of 45).
➢ Perceptions of the condition of sealed local roads
vary markedly between residents (index score of
42) and non-resident ratepayers (index score of
59).
➢ Similar differences exist between Island area
adults (index score of 40) and Bunurong area
adults (54).
13
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
In terms of priorities for the coming 12 months, Council
should look to areas where current performance is
rated relatively less well, and is significantly lower than
the group average for Large Rural councils. The areas
that stand out as being most in need of Council
attention are making community decisions and
lobbying.
➢ In the area of lobbying, Bunurong residents and
adults aged 18 to 34 years have significantly more
favourable impressions of Council performance,
while Island residents and residents aged 50 to 64
years have significantly less favourable
impressions of Council performance than adults
overall.
➢ In response to making community decisions,
Bunurong residents, adults aged 18-34 years and
non-resident rate-payers have significantly more
favourable impressions of Council performance,
while Island residents have significantly less
favourable views.
Consideration should be given more broadly to Island
area adults and adults aged 50 to 64 years, who
appear to be most driving negative opinion in 2018.
On the positive side, Council should maintain its
relatively strong performance in the area of
customer service.
It is also important not to ignore, and to learn from,
what is working amongst other groups, especially
residents aged 18 to 34 years, and Bunurong adults,
and use these lessons to build performance
experience and perceptions in other areas.
14
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
An approach we recommend is to further mine the
survey data to better understand the profile of these
over and under-performing demographic groups. This
can be achieved via additional consultation and data
interrogation, self-mining the SPSS data provided, or
via the dashboard portal available to the council.
A personal briefing by senior JWS Research
representatives is also available to assist in
providing both explanation and interpretation of
the results. Please contact JWS Research on 03
8685 8555.
15
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Higher results in 2018(Significantly higher result than 2017) • No significant changes
Lower results in 2018(Significantly lower result than 2017) • No significant changes
Most favourably disposed
towards Council• Aged 18-34 years
• Bunurong
Least favourably disposed
towards Council• Island
• Aged 50-64 years
17
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
50 50
46
5053
4947
45
51 5248 47
4346
49
45 4441
4749
3336
41
48 47
65 6461
66 65
4749
41
5454
2012 2013 2014 2015 2016 2017 2018
Sealed
Local
Roads
Community
Consultation
Customer
ServiceOverall
Council
Direction
Overall
PerformanceAdvocacy Making
Community
Decisions
18
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Performance Measures
Bass
Coast
2018
Bass
Coast
2017
Large
Rural
2018
State-
wide
2018
Highest
score
Lowest
score
OVERALL PERFORMANCE 53 50 56 59Aged 18-
34 yearsIsland
COMMUNITY CONSULTATION(Community consultation and
engagement)
52 51 54 55Aged 18-
34 yearsIsland
ADVOCACY(Lobbying on behalf of the community)
49 46 52 54Bunurong,
Aged 18-
34 years
Island
MAKING COMMUNITY
DECISIONS (Decisions made in the
interest of the community)
49 47 52 54Aged 18-
34 yearsIsland
SEALED LOCAL ROADS (Condition of sealed local roads)
47 48 45 53Non-
ResidentsIsland
CUSTOMER SERVICE 65 66 67 70 Bunurong
Western
Port, Aged
50-64
years
OVERALL COUNCIL DIRECTION 54 54 52 52 Bunurong Island
19
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
5
6
3
4
6
25
30
29
21
27
27
37
38
29
30
31
30
19
14
15
13
19
19
12
8
9
9
10
17
7
4
12
24
9
1
1
Overall Performance
Community Consultation
Advocacy
Making CommunityDecisions
Sealed Local Roads
Customer Service
% Very good Good Average Poor Very poor Can't say
Key Measures Summary Results
26 49 18 7Overall Council Direction
%Improved Stayed the same Deteriorated Can't say
20
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Priority Area Performance
51
47
46
48
45
41
43
41
47
44
47
36
49
45
48
33
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
52
49
49
47
Consultation & engagement
Community decisions
Lobbying
Sealed local roads
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18 Note: Please see page 6 for explanation of significant differences.
21
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Individual Service Areas Performance
6
6
4
3
29
27
27
21
29
30
31
30
15
19
19
13
9
17
10
9
12
1
9
24
Consultation & engagement
Sealed local roads
Community decisions
Lobbying
%Very good Good Average Poor Very poor Can't say
Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
22
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Significantly Higher than
State-wide Average
Significantly Lower than
State-wide Average
• None Applicable • Consultation & engagement
• Lobbying
• Making community
decisions
• Sealed local roads
23
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Significantly Higher than
Group Average
Significantly Lower than
Group Average
• None Applicable • Lobbying
• Making community
decisions
26
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Overall Performance
61
60
59
58
56
54
53
53
53
51
51
51
48
45
18-34
Bunurong
State-wide
Non-resident ratepayer
Large Rural
Women
65+
Western Port
Bass Coast
Men
Residents
35-49
50-64
Island
53
55
59
56
54
48
52
51
50
52
48
46
50
44
59
n/a
59
n/a
54
49
42
n/a
46
44
46
45
42
n/a
59
n/a
60
n/a
56
53
49
n/a
50
48
50
49
44
n/a
54
n/a
61
n/a
n/a
49
52
n/a
50
51
n/a
47
48
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Bass Coast Shire Council, not just on one or two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18 Note: Please see page 6 for explanation about significant differences.
2017 2016 2015 2014 2013 2012
27
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
5
4
4
5
4
9
7
6
6
3
6
4
5
5
9
4
4
6
30
29
21
26
26
37
34
40
30
20
27
40
28
32
42
33
25
26
38
39
41
43
44
36
39
36
38
41
40
32
37
39
33
33
37
45
14
15
24
16
18
11
13
7
18
19
16
10
13
16
10
15
18
14
8
11
9
9
7
5
6
5
6
14
9
4
11
5
3
11
12
6
4
3
1
1
1
2
2
5
2
4
2
9
5
3
3
4
5
3
2018 Bass Coast
2017 Bass Coast
2016 Bass Coast
2015 Bass Coast
2014 Bass Coast
State-wide
Large Rural
Bunurong
Western Port
Island
Residents
Non-resident ratepayer
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Overall Performance
Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Bass Coast Shire Council, not just on one or two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
29
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Overall contact with Bass
Coast Shire Council• 56%, down 1 point on 2017
Most contact with Bass
Coast Shire Council• Aged 35-49 years
• Residents
Least contact with Bass
Coast Shire Council• Non-Residents
Customer service rating • Index score of 65, down 1 point on 2017
Most satisfied with customer
service• Bunurong
Least satisfied with
customer service• Western Port
• Aged 50-64 years
30
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Contact with Council
%
62
62
61
61
59
58
57
56
56
55
55
54
50
42
Large Rural
35-49
State-wide
Residents
50-64
Western Port
Men
Bass Coast
Bunurong
Women
18-34
Island
65+
Non-resident ratepayer
Q5. Over the last 12 months, have you or any member of your household had any contact with Bass Coast Shire Council? This may have been in person, in writing, by telephone conversation, by text message, by email or via their website or social media such as Facebook or Twitter?Base: All respondents. Councils asked state-wide: 43 Councils asked group: 13 Note: Please see page 6 for explanation about significant differences.
31
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Contact with Council
61 6057 57 56
2012 2013 2014 2015 2016 2017 2018
Have had contact
%
Q5. Over the last 12 months, have you or any member of your household had any contact with Bass Coast Shire Council? This may have been in person, in writing, by telephone conversation, by text message, by email or via their website or social media such as Facebook or Twitter?Base: All respondents. Councils asked state-wide: 43 Councils asked group: 13
32
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Customer Service Rating
73
70
70
69
67
67
65
65
65
63
61
61
60
60
Bunurong
65+
State-wide
18-34
Large Rural
Women
Non-resident ratepayer
Bass Coast
Residents
Men
Island
35-49
50-64
Western Port
72
65
69
72
66
65
68
66
66
67
63
66
61
61
n/a
62
69
63
67
67
n/a
61
n/a
56
n/a
61
57
n/a
n/a
63
70
66
67
68
n/a
64
n/a
61
n/a
67
62
n/a
n/a
66
72
65
n/a
65
n/a
65
n/a
65
n/a
63
67
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q5c. Thinking of the most recent contact, how would you rate Bass Coast Shire Council for customer service? Please keep in mind we do not mean the actual outcome but rather the actual service that was received. Base: All respondents who have had contact with Council in the last 12 months. Councils asked state-wide: 64 Councils asked group: 18Note: Please see page 6 for explanation about significant differences.
33
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
25
21
22
23
21
31
28
33
21
19
26
20
21
28
37
20
17
27
37
44
32
38
43
36
36
45
30
35
34
45
39
34
29
36
38
40
19
19
22
17
18
18
19
11
23
23
19
18
18
19
10
22
22
19
12
9
14
12
11
8
9
7
19
10
13
10
12
12
18
12
12
8
7
7
9
8
6
6
7
5
7
10
7
7
8
6
6
10
10
4
1
1
1
1
1
1
1
3
1
1
1
2
1
2018 Bass Coast
2017 Bass Coast
2016 Bass Coast
2015 Bass Coast
2014 Bass Coast
State-wide
Large Rural
Bunurong
Western Port
Island
Residents
Non-resident ratepayer
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Customer Service Rating
Q5c. Thinking of the most recent contact, how would you rate Bass Coast Shire Council for customer service? Please keep in mind we do not mean the actual outcome but rather the actual service that was received. Base: All respondents who have had contact with Council in the last 12 months. Councils asked state-wide: 64 Councils asked group: 18
35
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Council direction
Most satisfied with council direction
Least satisfied with council direction
• 49% stayed about the same, down 8 points on 2017
• 26% improved, up 5 points on 2017
• 18% deteriorated, up 3 points on 2017
• Bunurong
• Aged 18-34 years
• Island
36
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Overall Direction
61
59
57
55
55
54
53
53
52
52
51
50
50
46
Bunurong
18-34
Women
65+
Non-resident ratepayer
Bass Coast
Residents
Western Port
State-wide
Large Rural
50-64
Men
35-49
Island
59
58
53
58
55
54
53
53
53
52
53
54
45
48
n/a
55
45
38
n/a
41
n/a
n/a
51
48
42
38
35
n/a
n/a
56
49
46
n/a
49
n/a
n/a
53
51
44
49
52
n/a
n/a
49
48
48
n/a
47
n/a
n/a
53
n/a
48
46
42
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q6. Over the last 12 months, what is your view of the direction of Bass Coast Shire Council’s overall performance? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18Note: Please see page 6 for explanation about significant differences.
37
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
26
21
12
16
14
19
19
32
24
20
27
21
24
27
32
21
23
27
49
57
56
63
62
60
61
50
54
44
48
53
44
54
50
49
48
50
18
15
29
18
20
15
16
11
18
28
21
12
24
13
15
21
21
17
7
8
4
3
3
5
4
7
5
8
4
14
7
6
3
9
7
7
2018 Bass Coast
2017 Bass Coast
2016 Bass Coast
2015 Bass Coast
2014 Bass Coast
State-wide
Large Rural
Bunurong
Western Port
Island
Residents
Non-resident ratepayer
Men
Women
18-34
35-49
50-64
65+
% Improved Stayed the same Deteriorated Can't say
2018 Overall Direction
Q6. Over the last 12 months, what is your view of the direction of Bass Coast Shire Council’s overall performance? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
39
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Consultation and Engagement Performance
61
57
55
55
54
54
54
52
52
52
51
50
46
44
18-34
Bunurong
Non-resident ratepayer
State-wide
Large Rural
Western Port
Women
Bass Coast
35-49
65+
Residents
Men
50-64
Island
57
54
53
55
52
50
50
51
48
49
50
52
50
49
52
n/a
n/a
54
52
n/a
46
45
43
42
n/a
43
44
n/a
53
n/a
n/a
56
54
n/a
49
47
48
45
n/a
44
41
n/a
53
n/a
n/a
57
n/a
n/a
48
49
46
50
n/a
50
47
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘community consultation and engagement’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18 Note: Please see page 6 for explanation about significant differences.
40
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
6
7
3
2
3
8
7
7
6
5
6
7
6
6
9
4
5
7
29
27
23
25
27
30
30
30
36
19
30
25
27
30
48
35
18
23
29
31
31
32
31
32
33
36
19
34
31
24
28
30
24
23
32
34
15
14
24
23
19
15
15
10
18
16
16
10
15
14
10
11
18
16
9
12
12
10
9
7
7
4
9
16
10
7
12
7
6
12
12
7
12
10
7
7
10
9
8
13
12
10
7
26
12
12
3
15
16
13
2018 Bass Coast
2017 Bass Coast
2016 Bass Coast
2015 Bass Coast
2014 Bass Coast
State-wide
Large Rural
Bunurong
Western Port
Island
Residents
Non-resident ratepayer
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Consultation and Engagement Performance
Q2. How has Council performed on ‘community consultation and engagement’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
41
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Lobbying Performance
56
56
54
52
51
51
50
49
49
48
47
47
42
40
Bunurong
18-34
State-wide
Large Rural
Non-resident ratepayer
65+
Women
Western Port
Bass Coast
Residents
Men
35-49
50-64
Island
52
50
54
51
48
47
46
44
46
46
47
43
45
42
n/a
51
53
50
n/a
42
45
n/a
43
n/a
41
39
40
n/a
n/a
55
55
53
n/a
47
49
n/a
47
n/a
45
46
39
n/a
n/a
53
56
n/a
n/a
48
47
n/a
48
n/a
48
44
46
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘lobbying on behalf of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18 Note: Please see page 6 for explanation about significant differences.
42
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
3
4
2
3
3
5
5
3
5
1
4
3
3
3
4
3
3
21
18
15
21
19
24
23
25
23
14
20
23
20
22
33
20
12
22
30
31
34
33
30
32
34
34
25
30
33
22
31
29
35
26
32
28
13
15
22
21
21
13
14
8
13
19
14
11
17
10
5
15
15
15
9
11
11
8
6
5
6
2
11
14
10
5
9
9
8
11
13
4
24
21
15
15
21
20
19
27
23
22
19
39
21
27
16
25
25
28
2018 Bass Coast
2017 Bass Coast
2016 Bass Coast
2015 Bass Coast
2014 Bass Coast
State-wide
Large Rural
Bunurong
Western Port
Island
Residents
Non-resident ratepayer
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Lobbying Performance
Q2. How has Council performed on ‘lobbying on behalf of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
43
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Community Decisions Made Performance
57
56
55
54
52
51
50
50
49
48
48
47
44
41
18-34
Bunurong
Non-resident ratepayer
State-wide
Large Rural
Women
Western Port
65+
Bass Coast
Residents
35-49
Men
50-64
Island
52
51
52
54
51
45
47
49
47
45
40
49
46
42
53
n/a
n/a
54
50
42
n/a
37
41
n/a
41
41
39
n/a
57
n/a
n/a
55
52
45
n/a
41
44
n/a
43
42
38
n/a
46
n/a
n/a
57
n/a
45
n/a
47
45
n/a
44
45
44
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘decisions made in the interest of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18 Note: Please see page 6 for explanation about significant differences.
44
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
4
4
3
2
2
6
5
4
6
3
4
5
4
5
8
4
3
4
27
22
16
19
22
30
28
37
26
17
26
30
28
26
38
28
20
26
31
36
37
38
34
34
36
32
29
32
32
26
27
34
30
29
34
29
19
15
23
24
25
14
15
13
21
23
21
12
21
17
19
15
19
21
10
14
15
11
10
7
8
5
8
16
11
6
12
7
3
15
13
8
9
9
6
6
7
9
7
9
10
9
5
22
8
11
2
9
12
12
2018 Bass Coast
2017 Bass Coast
2016 Bass Coast
2015 Bass Coast
2014 Bass Coast
State-wide
Large Rural
Bunurong
Western Port
Island
Residents
Non-resident ratepayer
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Community Decisions Made Performance
Q2. How has Council performed on ‘decisions made in the interest of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
45
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
2018 Sealed Local Roads Performance
59
54
53
52
49
47
46
46
45
45
44
43
42
40
Non-resident ratepayer
Bunurong
State-wide
65+
Women
Bass Coast
50-64
Western Port
Men
Large Rural
18-34
35-49
Residents
Island
55
54
53
53
45
48
49
47
51
43
41
45
45
42
n/a
n/a
54
43
40
41
40
n/a
42
44
46
33
n/a
n/a
n/a
n/a
55
38
40
36
32
n/a
32
45
39
32
n/a
n/a
n/a
n/a
55
38
29
33
28
n/a
36
n/a
29
33
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘the condition of sealed local roads in your area’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18 Note: Please see page 6 for explanation about significant differences.
46
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
6
9
4
2
2
11
6
8
7
4
6
9
5
8
10
2
6
7
27
27
23
17
14
31
24
31
26
25
22
43
28
27
14
31
26
33
30
29
29
26
23
28
29
37
26
25
30
29
26
33
37
25
28
30
19
17
21
32
36
17
22
14
23
20
21
14
22
16
22
21
22
14
17
17
23
22
25
12
18
9
17
26
21
5
18
15
17
21
16
14
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
2018 Bass Coast
2017 Bass Coast
2016 Bass Coast
2015 Bass Coast
2014 Bass Coast
State-wide
Large Rural
Bunurong
Western Port
Island
Residents
Non-resident ratepayer
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Sealed Local Roads Performance
Q2. How has Council performed on ‘the condition of sealed local roads in your area’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
48
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Please note that for the reason of simplifying reporting, interlocking age and gender reporting has not
been included in this report. Interlocking age and gender analysis is still available in the dashboard
and data tables provided alongside this report.
48%52%
Men
Women
4%
14%
21%
27%
34%
18-24
25-34
35-49
50-64
65+
Gender Age
S3. [Record gender] / S4. To which of the following age groups do you belong?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 18
51
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
The survey was revised in 2012. As a result:
➢ The survey is now conducted as a representative
random probability survey of residents and non-
residents aged 18 years or over in local councils,
whereas previously it was conducted as a ‘head of
household’ survey.
➢ As part of the change to a representative resident
survey, results are now weighted post survey to
the known population distribution of Bass Coast
Shire Council according to the most recently
available Australian Bureau of Statistics population
estimates, whereas the results were previously not
weighted.
➢ The service responsibility area performance
measures have changed significantly and the
rating scale used to assess performance has also
changed.
As such, the results of the 2012 State-wide Local
Government Community Satisfaction Survey should be
considered as a benchmark. Please note that
comparisons should not be made with the State-wide
Local Government Community Satisfaction Survey
results from 2011 and prior due to the methodological
and sampling changes. Comparisons in the period
2012-2018 have been made throughout this report
as appropriate.
52
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Demographic
Actual
survey
sample
size
Weighted
base
Maximum
margin of error
at 95%
confidence
interval
Bass Coast Shire Council 600 400 +/-4.0
Men266 193 +/-6.0
Women334 207 +/-5.3
Bunurong201 139 +/-6.9
Western Port204 142 +/-6.9
Island195 119 +/-7.0
18-34 years38 75 +/-16.1
35-49 years81 82 +/-10.9
50-64 years213 107 +/-6.7
65+ years268 136 +/-6.0
The sample size for the 2018 State-wide Local Government
Community Satisfaction Survey for Bass Coast Shire Council
was 600. Unless otherwise noted, this is the total sample
base for all reported charts and tables.
The maximum margin of error on a sample of approximately
600 interviews is +/-4.0% at the 95% confidence level for
results around 50%. Margins of error will be larger for any
sub-samples. As an example, a result of 50% can be read
confidently as falling midway in the range 46.0% - 54.0%.
Maximum margins of error are listed in the table below,
based on a population of 27,000 people aged 18 years or
over for Bass Coast Shire Council, according to ABS
estimates.
53
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
All participating councils are listed in the State-wide
report published on the DELWP website. In 2018, 64 of
the 79 Councils throughout Victoria participated in this
survey. For consistency of analysis and reporting
across all projects, Local Government Victoria has
aligned its presentation of data to use standard council
groupings. Accordingly, the council reports for the
community satisfaction survey provide analysis using
these standard council groupings. Please note that
councils participating across 2012-2018 vary slightly.
Council Groups
Bass Coast Shire Council is classified as a Large Rural
council according to the following classification list:
➢ Metropolitan, Interface, Regional Centres, Large
Rural & Small Rural
Councils participating in the Large Rural group are:
Bass Coast, Baw Baw, Campaspe, Colac Otway,
Corangamite, East Gippsland, Glenelg, Golden Plains,
Macedon Ranges, Mitchell, Moira, Moorabool, Mount
Alexander, Moyne, Southern Grampians, Surf Coast, Swan Hill and Wellington.
Wherever appropriate, results for Bass Coast Shire
Council for this 2018 State-wide Local Government
Community Satisfaction Survey have been compared
against other participating councils in the Large Rural
group and on a state-wide basis. Please note that
council groupings changed for 2015, and as such
comparisons to council group results before that time
can not be made within the reported charts.
54
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Index Scores
Many questions ask respondents to rate council
performance on a five-point scale, for example, from
‘very good’ to ‘very poor’, with ‘can’t say’ also a
possible response category. To facilitate ease of
reporting and comparison of results over time, starting
from the 2012 survey and measured against the state-
wide result and the council group, an ‘Index Score’ has
been calculated for such measures.
The Index Score is calculated and represented as a
score out of 100 (on a 0 to 100 scale), with ‘can’t say’
responses excluded from the analysis. The ‘%
RESULT’ for each scale category is multiplied by the
‘INDEX FACTOR’. This produces an ‘INDEX VALUE’
for each category, which are then summed to produce
the ‘INDEX SCORE’, equating to ‘60’ in the following
example.
SCALE
CATEGORIES% RESULT
INDEX
FACTORINDEX VALUE
Very good 9% 100 9
Good 40% 75 30
Average 37% 50 19
Poor 9% 25 2
Very poor 4% 0 0
Can’t say 1% --INDEX SCORE
60
55
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Similarly, an Index Score has been calculated for the
Core question ‘Performance direction in the last 12
months’, based on the following scale for each
performance measure category, with ‘Can’t say’
responses excluded from the calculation.
SCALE
CATEGORIES
%
RESULT
INDEX
FACTOR
INDEX
VALUE
Improved 36% 100 36
Stayed the same 40% 50 20
Deteriorated 23% 0 0
Can’t say 1% --INDEX
SCORE 56
56
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Index scores are indicative of an overall rating on a
particular service area. In this context, index scores
indicate:
a) how well council is seen to be performing in a
particular service area; or
b) the level of importance placed on a particular
service area.
For ease of interpretation, index score ratings can be
categorised as follows:
INDEX
SCORE
Performance
implication
Importance
implication
75 – 100Council is performing
very well
in this service area
This service area is
seen to be
extremely important
60 – 75
Council is performing
well in this service area,
but there is room for
improvement
This service area is
seen to be
very important
50 – 60
Council is performing
satisfactorily in this
service area but needs
to improve
This service area is
seen to be
fairly important
40 – 50Council is performing
poorly
in this service area
This service area is
seen to be
somewhat important
0 – 40Council is performing
very poorly
in this service area
This service area is
seen to be
not that important
57
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
The test applied to the Indexes was an Independent
Mean Test, as follows:
Z Score = ($1 - $2) / Sqrt (($3*2 / $5) + ($4*2 / $6))
Where:
➢$1 = Index Score 1
➢$2 = Index Score 2
➢$3 = unweighted sample count 1
➢$4 = unweighted sample count 1
➢$5 = standard deviation 1
➢$6 = standard deviation 2
All figures can be sourced from the detailed cross
tabulations.
The test was applied at the 95% confidence interval, so
if the Z Score was greater than +/- 1.954 the scores are
significantly different.
58
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Core, Optional and Tailored Questions
Over and above necessary geographic and
demographic questions required to ensure sample
representativeness, a base set of questions for the
2018 State-wide Local Government Community
Satisfaction Survey was designated as ‘Core’ and
therefore compulsory inclusions for all participating
Councils.
These core questions comprised:
➢ Overall performance last 12 months (Overall
performance)
➢ Lobbying on behalf of community (Advocacy)
➢ Community consultation and engagement
(Consultation)
➢ Decisions made in the interest of the community
(Making community decisions)
➢ Condition of sealed local roads (Sealed local roads)
➢ Contact in last 12 months (Contact)
➢ Rating of contact (Customer service)
➢ Overall council direction last 12 months (Council
direction)
Reporting of results for these core questions can
always be compared against other participating councils
in the council group and against all participating
councils state-wide. Alternatively, some questions in
the 2018 State-wide Local Government Community
Satisfaction Survey were optional. Councils also had
the ability to ask tailored questions specific only to their
council.
59
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Reporting
Every council that participated in the 2018 State-wide
Local Government Community Satisfaction Survey
receives a customised report. In addition, the state
government is supplied with a state-wide summary
report of the aggregate results of ‘Core’ and ‘Optional’
questions asked across all council areas surveyed.
Tailored questions commissioned by individual councils
are reported only to the commissioning council and not
otherwise shared unless by express written approval of
the commissioning council.
The overall State-wide Local Government Community
Satisfaction Report is available at
http://www.delwp.vic.gov.au/local-
government/strengthening-councils/council-community-
satisfaction-survey.
60
J00643 Community Satisfaction Survey 2018 - Bass Coast Shire Council
Core questions: Compulsory inclusion questions for all
councils participating in the CSS.
CSS: 2018 Victorian Local Government Community
Satisfaction Survey.
Council group: One of five classified groups,
comprising: metropolitan, interface, regional centres,
large rural and small rural.
Council group average: The average result for all
participating councils in the council group.
Highest / lowest: The result described is the highest or
lowest result across a particular demographic sub-
group e.g. men, for the specific question being reported.
Reference to the result for a demographic sub-group
being the highest or lowest does not imply that it is
significantly higher or lower, unless this is specifically
mentioned.
Index score: A score calculated and represented as a
score out of 100 (on a 0 to 100 scale). This score is
sometimes reported as a figure in brackets next to the
category being described, e.g. men 50+ (60).
Optional questions: Questions which councils had an
option to include or not.
Percentages: Also referred to as ‘detailed results’,
meaning the proportion of responses, expressed as a
percentage.
Sample: The number of completed interviews, e.g. for a
council or within a demographic sub-group.
Significantly higher / lower: The result described is
significantly higher or lower than the comparison result
based on a statistical significance test at the 95%
confidence limit. If the result referenced is statistically
higher or lower then this will be specifically mentioned,
however not all significantly higher or lower results are
referenced in summary reporting.
Statewide average: The average result for all
participating councils in the State.
Tailored questions: Individual questions tailored by
and only reported to the commissioning council.
Weighting: Weighting factors are applied to the sample
for each council based on available age and gender
proportions from ABS census information to ensure
reported results are proportionate to the actual
population of the council, rather than the achieved
survey sample.
Contact Us:
03 8685 8555
John Scales
Managing Director
Mark Zuker
Managing Director