Annual customer satisfaction survey

Each year we conduct an extensive survey of households to gauge importance and satisfaction levels with a range of our services, to determine emerging issues and priorities.

2018 Results

The latest Annual Customer Satisfaction Survey was conducted over weekends in February and March 2018 by Metropolis Research. This year, about 800 households participated in the survey.

Scores are provided by survey respondents on a scale of 0 (low) to 10 (high) and averaged to provide results. The averages are also classified into satisfaction categories ranging from “excellent” (above 7.75) to “extremely poor” (less than 5).

Overall satisfaction with Council’s performance remained “good” (6.99), and is measurably and significantly higher than the metropolitan Melbourne average of 6.53. The average satisfaction with our 29 included services and facilities declined marginally from 7.87 in 2017 to 7.83 in 2018, but remains classified as “excellent”.

Our 5 highest rating services in 2018 were:

Rank Service/facility  Score  Category 
 1  Weekly garbage collection   8.79  Excellent
 2  Local library  8.77  Excellent
 3  Regular recycling  8.55  Excellent 
 4  Hard rubbish booking/pick up service   8.44  Excellent 
 5  Services for older people  8.40  Excellent
  • 16 of our services rated higher than 7.75, which is categorised as “excellent”, eight were rated as “very good”, four were rated as “good” and one, public toilets, was rated as “solid”.
  • The three most improved service areas from 2017 were parking enforcement, public toilets and services for older people.

Top 5 issues in 2018

Respondents were asked to nominate what they consider to be the top three issues for the City of Yarra at the moment. The top five issues identified in 2018 were:

  • Building, planning, housing and development (nominated by 24.3% of respondents)
  • Traffic management (nominated by 18.3% of respondents)
  • Car parking (nominated by 17.1% of respondents)
  • Drug and alcohol (nominated by 13.5% of respondents)
  • Parks, gardens and open space (nominated by 9.4% of respondents)

There was significant variation across our ten neighbourhoods:

  • Building, planning, housing and development was the number one identified issue in Fitzroy North, Clifton Hill, Fairfield-Alphington and Richmond Central.
  • Traffic management was the number one issue in Carlton North and Richmond South (Cremorne and Burnley).
  • Car parking was the top issue in Fitzroy and Collingwood.
  • Drugs and alcohol were the number one issue in Abbotsford and Richmond North.


 Improvements observed by residents in last 2 years:

  • Parks, gardens and open space (observed by 14.9% of respondents)
  • Roads maintenance and repairs (observed by 7.8% of respondents)
  • Libraries (observed by 5% of respondents)

Preferred improvements to the local area by residents:

  • Building, housing planning and development (11.5%)
  • Parking (9.6%)
  • Bike tracks, facilities and infrastructure (8.5%)

Customer service

Survey respondents rated our customer service as “very good”, with “excellent” scores for staff understanding language needs and the professionalism of staff.

For more information call Yarra City Council on 9205 5555 or email