Bass Coast,

Community Satisfaction Shows Improvement

Bass Coast Shire Council results in the 2013 Community Satisfaction Survey show an improvement in three out of five measures compared to the 2012 results.

The Overall Performance Score of 59 is a significant improvement from the 2012 result of 55. It indicates that 44 per cent of the community is of the view that Council’s performance is ‘good’ or ‘very good’. This score is also two full points above the average score for large rural shires (57), and slightly below the state-wide average (60).

Customer Service score also showed a significant improvement, from 63 in 2012 to 68 in 2013, with 63 per cent of respondents rating Council’s customer service as ‘good’ or ‘very good’.

Council also showed improved performance in the Community Consultation measure, with a score of 52 in 2013, compared to 50 in 2012.

“It is gratifying to see the improved results in overall performance, consultation and customer service. I think these results reflect the efforts by Council staff in providing high quality service to the community,” said Chief Executive Officer Allan Bawden.

“The score for Overall Council Direction fell slightly in comparison to 2012, but is still above the average for large rural councils and only just below the state-wide average.

“There were also improvements in perceived performance regarding the condition of local streets and footpaths, and the appearance of public areas.

“However, the result for Advocacy – Council lobbying on behalf of the community – is disappointing, with the score falling from 52 to 47.  The score included the largest percentage of ‘don’t know’ answers to the survey, at 24 per cent. It will be most interesting to understand the drivers for this score.

“Council will also be looking at those areas where importance exceeds performance by more than 10 points, such as traffic management, parking facilities, waste management and recreational facilities.”

The annual Community Satisfaction Survey is commissioned by the state government, with 71 councils participating this year.

A total of 700 completed survey interviews were achieved in Bass Coast between 1 February and 24 March this year.

A copy of the survey can be downloaded from