july 2008 catalyse ® community perceptions survey © prepared for the city of south perth ©...
TRANSCRIPT
July 2008
CATALYSE® Community Perceptions Survey©
Prepared for the City of South Perth
© CATALYSE® Pty Ltd 2008
2
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
3
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
Delighted (top 3 boxes) 44% 40% 45% = 52% 38%
Satisfied (6+ out of 10) 83% 82% 78% 88% 74% =
Comparison to Average
CELEBRATE
Weekly rubbish collectionsFortnightly recycling services
Residents are delighted with service levels
FOCUS
Safety and securityStreetscapes, parks and sporting grounds
Residents would like these areas to be addressed further
CONGRATULATIONS!
The City of South Perth set the
Industry Standard for how open and
transparent Council processes are
4
Introduction and research method
In June 2008, CATALYSE® conducted community perceptions
research to determine:– 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
Councils included in the Industry Standards are listed below:
When responses do not add to 100% within this report this is attributed to rounding errors or ‘other’, ‘don’t know’ or ‘refused’ responses
45%
55%
28%
36%
36%
16%
19%
24%
29%
16%
33%
7%
8%
8%
7%
28%
8%
68%
24%
7%
16%
32%
52%
10%
0%
15%
Male
Female
18-34 yrs
35-54 yrs
55+ yrs
Younger singles / couples
Families with younger children
Families with older children
Mature singles / couples
Seniors
Como
Karawara / Collier Gardens
Kensington
Manning
Salter Point
South Perth
Waterford
Own
Rent
Other
0-3 yrs
4-10 yrs
11+ yrs
Disability or impairment
Aboriginal or Torres Strait Islander
Non-English speaking background
Re
sid
ent
sa
mp
le c
om
pos
itio
n
% of resident sampleGender
Age
Household
Suburb
Years in South Perth
Minority groups
(children aged 0-12 years)
(children aged 13+ years)
(18-34 years, no children)
(35-64 years, no children)
(65+ years, no children)
Homeownership
Key Findings
6
Overall satisfaction Overall satisfaction is relatively high
– 78% of respondents are satisfied
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– Due to the small sample size in Salter Point we can not conclude that
this finding is significantly significant
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) = significant variance
78
13
10
52
38
78
82
83
76
45
45Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
% of residents 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%
7
Overall Satisfaction – the City’s performance compared to others
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 10City 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
% o
f res
pond
ents
del
ight
ed
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.
45
52
46
3429
42 42 4037 37
23
34
26
42
A B
City
of
Sou
th P
erth C D E F G H I J K L M
City of South Perth
City
Outer Metropolitan
Country
Customer Focus
9
The efficiency and effectiveness of customer service
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 = significant variance
Familiar 84% Priority 4%
% of residents 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%
65
21
14
47
35
65
72
71
30
30Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
2006 & 2004: Average of
Provide customer focused telephone
services and Provide customer focused services
when visiting Council offices
Satisfaction is moderate– 65% of respondents are satisfied and 14% are dissatisfied
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
NA
10
How open and transparent Council processes are
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
Familiar 72% Priority 3%
% of residents 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%
40
32
29
14
13
40
65
72
69
14
14Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
City of South Perth set the Industry Standard
While satisfaction is relatively low and has fallen significantly,
the City of South Perth achieved the highest score among
Councils asking this question– 40% of respondents are satisfied and 29% are dissatisfied
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
11
How the community is consulted about local issues
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
Familiar 87% Priority 5%
% of residents 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%
50
23
27
25
20
50
76
75
73
17
17Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate though it has fallen significantly– 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
12
How the community is informed about local issues
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
Familiar 90% Priority 7%
% of residents 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%
60
20
19
34
28
60
81
79
77
25
25Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate though it has fallen significantly– 60% of respondents are satisfied
– 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
13
Council's newsletter (The Peninsula)
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 = significant variance
Familiar 85% Priority 1%
% of residents 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%
69
19
13
49
39
69
81
75
32
32Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate though it has fallen significantly– 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
NA
14
Council’s weekly column in the community newspaper (the City Update)
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 = significant variance
Familiar 72% Priority 1%
% of residents 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%
62
26
12
62
77
78
28
28Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate though it has fallen significantly– 62% of respondents are satisfied
– 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
NA
NA
NA
15
Council’s website
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 = significant variance
Familiar 58% Priority 1%
% of residents 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%
49
35
16
28
24
49
22
22Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively low– 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
NA
NA
NA
Community Enrichment
17
The sense of community in your local area
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 = significant variance
Familiar 94% Priority 2%
% of residents 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%
68
15
17
68
30
30Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate– 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
NA
NA
NA
NA
NA
18
Library and information services
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 = significant variance
Familiar 92% Priority 1%
% of residents 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%
85
10
5
76
58
85
53
53Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is high– 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
NA
NA
NA
19
Activities for improving health and well-being
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 = significant variance
Familiar 81% Priority 2%
% of residents 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%
56
27
18
56
77
75
20
20Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
2006 & 2004: Provide opportunities
for residents to participate in
activities that assist in maintaining and improving their
well-being
Satisfaction is moderate though it has fallen significantly– 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
NA
NA
NA
20
Services and facilities for youth
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 = significant variance
Familiar 72% Priority 6%
% of residents 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%
50
28
22
42
21
50
65
17
17Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Facilitate the provision of facilities and services for
youth aged 6-17 years
Satisfaction is moderate though it has fallen significantly– 50% of respondents are satisfied
– 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
NA
NA
21
Services and facilities for families
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 = significant variance
Familiar 81% Priority 3%
% of residents 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%
69
19
11
49
33
69
89
82
30
30Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Provide a family friendly environment
Provide a family friendly environment
Satisfaction is moderate though it has fallen significantly– 69% of respondents are satisfied
– 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
NA
22
Facilities, services and care available for seniors
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 = significant variance
Familiar 73% Priority 3%
% of residents 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%
63
27
11
44
31
63
84
84
29
29Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate though it has fallen significantly– 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
NA
23
Festivals, events and cultural activities
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 = significant variance
Familiar 94% Priority 3%
% of residents 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%
82
11
8
62
42
82
87
40
40Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction remains high– 82% of respondents are satisfied
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
NA
NA
24
Street artworks and public art
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 = significant variance
Familiar 84% Priority 1%
% of residents 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%
48
29
23
48
61
14
14Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively low and has fallen significantly– Only 48% of respondents are satisfied
– 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
NA
NA
NA
NA
25
How local history and heritage is preserved and promoted
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 = significant variance
Familiar 87% Priority 1%
% of residents 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%
69
20
11
43
31
69
31
31Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate– 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
NA
NA
NA
26
= significant variance
Support for restoring and redeveloping the Old Mill Site
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)
34
26
9
6
5
4
4
3
2
7
15
13
Museum / exhibitions / information centre
Cafe / restaurant
Maintenence / restore building / presentation
Public open space / playground
Heritage
Accessible / community based
Tourism / souveniers / shops
Education
Art society / facility
Other
None / it should not be restored / redeveloped
Dont know
% of respondents
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
Unsure, 15%
Yes, 50%
No, 35%
Do you see a need to restore and redevelop the Old Mill site in South Perth?
(n = 203)
27
Safety and security
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 = significant variance
Familiar 94% Priority 14%
% of residents Delighted 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
21
18
38
26
61
83
20
20Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Contribute to a safe and secure environment
Satisfaction is moderate though it has fallen significantly– 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
NA
NA
28
= significant variance
Overall 69% of respondents believe the City of South Perth
should consider installing security cameras as a crime
prevention measure
Females and seniors are more likely to support CCTV
cameras% of respondents
% of residentsYes, 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%
Support for security cameras
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)
Yes, 69%
Unsure, 7%
No, 24%
Do you believe the City of South Perth should consider installing security cameras (such as Closed Circuit TV cameras) as a crime prevention measure?
Environmental Management
30
Conservation and environmental management
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 = significant variance
Familiar 87% Priority 5%
% of residents 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%
72
17
11
40
29
72
87
30
30Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Protect natural areas (such as bushlands, wetlands
and river foreshore)
Satisfaction is relatively high though it has fallen significantly– 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
NA
NA
31
Weekly rubbish collections
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 = significant variance
Familiar 100% Priority 1%
% of residents 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%
96
2
1
86
76
96
77
77Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is very high– 96% of respondents are satisfied
Satisfaction is highest among seniors, long term residents
and those who speak English only
NA
NA
NA
32
Fortnightly recycling services
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 = significant variance
Familiar 98% Priority 3%
% of residents 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%
89
7
4
85
63
89
94
70
70Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is high– 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
NA
NA
33
Enforcement of local-laws relating to food, health, noise and pollution
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 = significant variance
Familiar 80% Priority 3%
% of residents 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%
62
24
14
34
26
62
81
80
26
26Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
2006 & 2004: Provide public health
services (such as food, pollution and nuisance control)
Satisfaction is moderate though it has fallen significantly– 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
NA
34
How traffic, parking and clean-up is managed for public events (such as Skyshow, Red Bull Air Race and Fiesta)
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 = significant variance
Familiar 94% Priority 2%
% of residents 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%
80
7
13
80
49
49Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is high– 80% of respondents are satisfied
– 13% of respondents are dissatisfied
Satisfaction is highest among seniors and those living in
Salter Point
There is greatest room to improve satisfaction among
families with older children
NA
NA
NA
NA
NA
35
Information provided by Council on sustainable living
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 = significant variance
Familiar 75% Priority 1%
% 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%
45
29
26
45
64
15
15Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively low and has fallen significantly– 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
NA
NA
NA
NA
36
Access to TravelSmart information on walking, cycling and public transport
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
Familiar 92% Priority 3%
% of residents 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%
75
14
12
75
80
77
77
42
42Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively high– 75% of respondents are satisfied
– 12% of respondents are dissatisfied
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
NA
NA
Infrastructure
38
Planning and building approvals
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 = significant variance
Familiar 71% Priority 7%
% of residents 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%
40
32
28
30
22
40
61
13
13Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively low and has fallen significantly– 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
NA
NA
39
Footpaths and cycleways
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 = significant variance
Familiar 99% Priority 9%
% of residents 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%
77
11
13
48
36
77
87
45
45Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively high though it has fallen significantly– 77% of respondents are satisfied
– 13% of respondents are dissatisfied
Satisfaction is highest among younger singles and couples,
renters and newer residents
NA
NA
40
Street lighting
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 = significant variance
Familiar 100% Priority 9%
% of residents 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
12
17
44
37
71
83
38
38Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively high though it has fallen significantly– 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
NA
NA
41
Street sweeping and cleaning
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
Familiar 99% Priority 4%
% 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%
77
12
11
77
88
87
86
37
37Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively high though it has fallen significantly– 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
NA
NA
42
Community buildings, halls and toilets
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 = significant variance
Familiar 87% Priority 4%
% of residents 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%
67
21
12
36
25
67
83
23
23Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
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
NA
NA
43
Streetscapes, parks and sporting grounds
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
Familiar 98% Priority 14%
% of residents 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%
86
9
5
62
43
86
90
92
93
51
51Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is high– 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
44
= significant variance
Manning Community Facilityspontaneous mentions of preferred services and activities
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? Base: All respondents (Residents 2008 n = 402)
20
9
9
8
8
6
5
5
3
3
3
3
2
2
2
2
10
1
49
Sporting facilities
Services / programs for young children
Services / programs for teenagers
Services / programs for seniors
Fitness and wellbeing classes
Youth club / drop-in centre
Library Services
Swimming pool
Meeting rooms
Playgroup facilities
Health services
Classes, courses and workshops
Crèche / childcare services
After school / holiday programs for children
Exhibitions / displays / expos
Concerts / performances
Other
None / it should not be redeveloped
Don’t know
% of respondents 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– 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
45
Economic development, tourism and job creation
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 = significant variance
Familiar 71% Priority 2%
% of residents 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%
49
33
18
30
19
49
73
13
13Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively low and has fallen significantly– 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
NA
NA
46
The control of parking around shopping areas
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 = significant variance
Familiar 94% Priority 6%
% of residents 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%
66
16
18
66
74
27
27Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is moderate though it has fallen significantly– 66% of respondents are satisfied
– 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
NA
NA
NA
NA
Organisational Effectiveness
48
Council's leadership within the community
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
Familiar 80% Priority 4%
% 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%
48
29
23
29
21
48
70
70
68
14
14Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
Satisfaction is relatively low and has fallen significantly– Only 48% of respondents are satisfied
– 23% of respondents are dissatisfied
Satisfaction is highest among seniors
There is greatest room to improve satisfaction among long-
term residents
49
= significant variance
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)
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
8
33
17
21
13
9
41
65
44
Strongly agree
Somewhat agree
Neutral
Some whatdisagree
Strongly disagree
Don’t know
Council Score
Industry High
Industry Average
% of respondentsCITY OF SOUTH PERTH
Total agree = 41%
Total disagree = 24%
INDUSTRY STANDARDS Total agree (%)
The City of South Perth has developed and communicated a clear vision for the areaI am fairly clear about what the area is going to look and feel like in 10 years time
% 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%
50
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
= significant variance
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)
4
35
26
12
6
16
39
49
43
Strongly agree
Somewhat agree
Neutral
Some whatdisagree
Strongly disagree
Don’t know
Council Score
Industry High
Industry Average
CITY OF SOUTH PERTH % of respondents
Total agree = 39%
Total disagree = 18%
INDUSTRY STANDARDS Total agree (%)
Elected Members at the City of South Perth have a good understanding of our needs
% 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%
51
= significant variance
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
9
40
26
9
4
12
49
58
50
Strongly agree
Somewhat agree
Neutral
Some whatdisagree
Strongly disagree
Don’t know
Council Score
Industry High
Industry Average
CITY OF SOUTH PERTH
INDUSTRY STANDARDS
% of respondents
Total agree = 49%
Total disagree = 13%
Total agree (%)
Staff at the City of South Perth have a good understanding of our needs
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)
% 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%
Financial Viability
53
Value for money from rates 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
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 = significant variance
% of residents 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%
67
17
17
35
24
67
24
24Satisfied
Neutral
Dissatisfied
Council Score
Industry High
Industry Average
2008
2006
2004
2003
% of respondentsRESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
Delighted
NA
NA
NA
Community Priorities Indicator TM
56
CELEBRATE
FOCUS
Community Priorities Indicator TM
PRIORITY (% of mentions)
SA
TIS
FA
CT
ION
(% d
elig
hte
d)
MONITOR
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)
Enforcement of local-laws
Consultation
Traffic, parking & clean-up for events
Planning approvals
Street sweeping
Weekly rubbish
Access to TravelSmart information
Activities for improving health & well-being
Community buildings, halls & toilets
Conservation
Councils leadership
The Peninsula
Councils website
The City Update
Economic development
Senior facilities
Festivals, events & cultural activities
Footpaths & cycleways
Recycling
History & heritage
Open & transparent Council
Information
Information on sustainable living
Library
Safety & security
Family facilites
Youth facilities
Street artworks
Street lighting
Streetscapes, parks & sporting grounds
Parking around shops
Customer service
Sense of community
0
10
20
30
40
50
60
70
80
90
100
0 5 10 15
Spo
rtin
g fa
cilit
ies
/ sw
imm
ing
po
ol
57
CELEBRATE
FOCUS
Community Priorities Indicator TM
Significant shifts in performance over past 24 months
PRIORITY (% of mentions)
SA
TIS
FA
CT
ION
(% d
elig
hte
d)
MONITOR
Red = downward shiftGreen = upward shift
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)
Enforcement of local-laws
Consultation
Traffic, parking & clean-up for events
Planning approvals
Street sweeping
Weekly rubbish
Access to TravelSmart information
Activities for improving health & well-being
Community buildings, halls & toilets
Conservation
Councils leadership
The Peninsula
Councils website
The City Update
Economic development
Senior facilities
Festivals, events & cultural activities
Footpaths & cycleways
Recycling
History & heritage
Open & transparent Council
Information
Information on sustainable living
Library
Safety & security
Family facilites
Youth facilities
Street artworks
Street lighting
Streetscapes, parks & sporting grounds
Parking around shops
Customer service
Sense of community
0
10
20
30
40
50
60
70
80
90
100
0 5 10 15
Spo
rtin
g fa
cilit
ies
/ sw
imm
ing
po
ol
58
Top 5 Prioritiesby customer groups
= Number 1 priority = Top 5 priority
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 )
Mal
e
Fem
ale
18-3
4 ye
ar o
lds
35-5
4 ye
ar o
lds
55+
yea
rs o
ld
You
nger
sin
gles
/cou
ples
Fam
ily w
ith y
oung
er c
hild
ren
Fam
ily w
ith o
lder
chi
ldre
n
Mat
ure
sing
les/
coup
les
Sen
iors
Com
o
Kar
awar
a /
Col
lier
Gar
dens
Ken
sing
ton
Man
ning
Sal
ter
Poi
nt
Sou
th P
erth
Wat
erfo
rd
Ow
n
Ren
t
0-3
year
s in
Sou
th P
erth
4-10
yea
rs in
Sou
th P
erth
11+
yea
rs in
Sou
th P
erth
Dis
abili
ty o
r Im
pairm
ent
Spe
aks
Eng
lish
Onl
y
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
Strategic Insights
60
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
61
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
– Council’s newsletters
– Safety and security
– Economic development, tourism and job creation
Lisa LoughManaging DirectorCATALYSE Pty Ltd
t: +61 8 9380 9800e: [email protected]
www.catalyse.com.au
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