Resident and Customer Satisfaction Survey 2013 Satisfaction with specific aspects of the Playford...

Resident and Customer Satisfaction Survey 2013

Prepared for

Prepared by newfocus Pty Ltd

August, 2013 nf:7920-sz/am

Contents Executive Summary ................................................................................................................................................. 1

Research background, approach and key findings .................................................................................................. 4

1. Background ..................................................................................................................................................... 5

2. Aims and Objectives ........................................................................................................................................ 6

3. Methodology and Sampling ............................................................................................................................. 7

4. Key Findings .................................................................................................................................................... 8

4.1 Council Services: Awareness and Usage ............................................................................................... 8

4.2 City of Playford’s Strategic Goals.......................................................................................................... 10

4.3 Resident Satisfaction ............................................................................................................................ 14

4.4 Customer Experience ........................................................................................................................... 19

4.5 Council Communications ...................................................................................................................... 20

4.6 Community Wellbeing ........................................................................................................................... 21

Appendices ............................................................................................................................................................ 22

Appendix 1: Full and Detailed Results .................................................................................................................. 23

How results are reported ............................................................................................................................... 23

1.1 Council Services: Awareness and usage ...................................................................................................... 24

1.2 Council Strategic Goals ................................................................................................................................. 31

1.3 Resident Satisfaction ..................................................................................................................................... 37

1.4 Customer Experience .................................................................................................................................... 46

1.5 Council Communications ............................................................................................................................... 48

1.6 Satisfaction with specific aspects of the Playford Alive project ...................................................................... 53

1.7 Community Wellbeing ................................................................................................................................... 54

1.8 Demographics ............................................................................................................................................... 57

Appendix 2: The Questionnaire ............................................................................................................................ 59

4482_CoP_Cust&ResSat Report

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Executive Summary

Council Performance based on KPI’s

Council staff have developed a set of Key Performance Indicators based on results from the annual Resident and Customer Satisfaction Survey, which are incorporated into both the Annual Business Plan and managed via their Committee Structure. These KPI’s form an integral measure as to Council’s performance over the past 12 months, and a target has been set based on internal goals. The results from the most recent Resident and Customer Satisfaction Survey have been added to this table.

Indicator Measure 4 Year Target

2011/12 Result

2012/13 Result

Overall Council Satisfaction

Overall customer satisfaction with the City of Playford as an organisation

72% 68% 69%

City-wide Presentation

Customer satisfaction with level of appearance of public realms

72% 67% 67%

Customer Service Satisfaction rating with the level of customer service and experience

Maintain 80% 77%

Accountability Satisfaction rating with Council being open and accountable to the community in its operations

70% 62% 63%

Community Engagement

Satisfaction rating with how Council invites community participation in decision making

65% 59% 59%

Community Services

Overall customer satisfaction with the range and quality of services delivered by Council/Quality services and programs

75% 70% 69%

Managing Growth Customer rating for how Council plans for the future

70% 67% 67%

Efficiency and Effectiveness

Customer satisfaction with value for money 55% 51% 55%

Overall, most measures have maintained a similar result to the 11/12 Financial Year, however satisfaction with value for money has seen a significant increase between the 2011/12 results and 2012/13 results, bringing it up to the level set as a 4 year target for Council.


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Overall satisfaction vs other LGA’s

The following chart displays the overall satisfaction results that the City of Playford has achieved in both 2012 and 2013. These results are then compared against the Benchmark scores based on all data collected from LGA’s nationally and against the top 10 LGA’s in South Australia. The City of Playford has scored very close to the benchmark range in 2013, which is a strong result and a slight increase since 2012.

Overall, how satisfied or dissatisfied are you with Council's performance? Would you say you are...?

67.7 68.8 69.4 69.2

0

20

40

60

80

100

Playford 2012(n=598)


Overall councilbenchmark

Top SA CouncilBenchmark

% T

2B re

spo

nse

Changes since 2012 The key changes and movement that results from the 2013 Resident and Customer Satisfaction Survey can be summarised as follows:

Statistically significant differences since 2012:

• perception of adequate job opportunities in the area has decreased

• more residents agree that Council provides value for money

• unprompted recall of Council’s website and newsletter ‘North is Up’ saw increases since 2012

• awareness of ‘North is Up’ increased

• increase in satisfaction with the standard of public open space (asked of residents in Wards 1, 2 and 4)

Other changes (not statistically significant)

In addition to addressing the areas which have seen significant change, it is also important to highlight areas where Council has achieved high or very high results from this most recent contact with residents. Areas where Council has seen a very strong achievement and recorded a score of 7.5 or above are in the following areas:

• ovals and sporting grounds are well maintained

• I am satisfied with the City of Playford Library Services

• I am satisfied with NAWMA’s Resource Recovery Centre

• City of Playford staff are helpful and pleasant Library services is an area of excellence for Council, with a very high score of 8.2 recorded overall. This is an impressive result and showcases the commitment that Council demonstrates in providing a quality library service to residents. This measure was added in 2013, and provides a strong benchmark to continue to measure in the coming years.

4 Year Target – 72%


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Other areas which have achieved increases of 0.2 or more and should also be highlighted as a success for Council are in the following areas:

• graffiti and vandalism control is effective

• the Council provides value for money in return for the rates I pay each year A focus for the Graffiti removal program during 2012/13 has been to remove historic graffiti in addition to the ongoing responsive work program. Council’s achievements in this area are being observed by the community. It is also positive to see that residents in 2013 have the perception that Council provides more value for money than they did in 2012. This result is now at levels more consistent with 2010 and 2011, suggesting that the 2012 result was more of a dip based around some highly publicised rates changes for the City around the time of the research in 2012. Although not deemed statistically significant, the following are where decreases of 0.2 have been

noted:

• parks and gardens are well maintained

• Council supports a range of local sporting clubs

• I feel safe in the City of Playford

• Council is environmentally responsible

• I am satisfied with the kerbside garbage collection service

• City of Playford staff are helpful and pleasant Despite some of these achieving good scores overall, they have seen a minor decrease since 2012 and Council could consider addressing any changes to these areas that may have affected overall resident perceptions/satisfaction. Striving to get these levels back up to previous results might be a KPI that Council considers implementing moving forward. In 2013, Council has been successful in achieving high scores across a number of key indicators, and the fact that all aspects have scored above 5.0 is also a positive finding for Council. There are, however, some areas which have scored a ‘fair’ result, a score of 5.0 to 5.9, which might provide some guidance as to where attention could be focused in the future. These areas include the following:

• footpaths are well maintained

• the local streets are well maintained

• rural roads are well maintained

• Council invites residents to participate in decision-making

• Council provides value for money in return for the rates I pay each year

• elected Council Members do their job of representing my views well Each of these areas have scored below the range considered good, very good or excellent, and might expose some areas of opportunity for Council to consider addressing in an effort to increase overall satisfaction scores. This will be particularly important for areas that have been exposed as key drivers of overall satisfaction, as outlined on page 15.


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Research background, approach and key findings


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1. Background

The City of Playford has been undertaking an independent evaluation of Council services through a Resident Satisfaction Survey since 2001. Council continually uses the results of this important research to monitor its performance and improve decision making. In 2012, newfocus successfully tendered for this research and was commissioned to undertake the Resident and Customer Satisfaction Survey in 2012 and was again successful in this bid in 2013. In 2012, Council looked for a more tailored approach to its research needs, and while maintaining the questioning guidelines to support tracking of results with previous waves, a new structure for the questionnaire was undertaken. This survey instrument was again used in 2013 with a few minor tweaks to support Council priorities and reduce the overall length of the survey. The City of Playford has adopted a Customer Satisfaction Framework to assist in moving forward in this central area of its business and improve in a number of areas, including: • overall rating of Council and Council services • understanding more about the customer experience with Council • understanding more about Council’s identity and reputation within and outside of the Council area To enable delivery of the Framework, Council has again engaged newfocus to conduct research as a means of focusing on service quality and facilitating inter-organisational benchmarking. Where possible, newfocus has used previous Resident Satisfaction results to enable comparisons between current and past data. This report details the major findings of this research and where possible tracks current data with past data obtained through similar surveys.


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2. Aims and Objectives

Consistently with 2012 and other previous waves, the broad objectives of the Resident Satisfaction survey were to: • aid understanding of customers’ needs and expectations, in order to assist in the design and delivery of

Council services • measure resident perceptions of the City as a place to live and understand what could be done to improve

perceptions and presentation of the City • evaluate the effectiveness of Council services and programs Specifically, the research covered the following aspects: • awareness and usage of services provided by Council • assessment of Council’s strategic goals • assessment of and satisfaction with the Council’s customer service • resident perceptions of value for money that is provided by Council • satisfaction with the City of Playford • reputation of the City of Playford • employment in the City of Playford • communication within the City of Playford • assessment of wellbeing in the City of Playford


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3. Methodology and Sampling

newfocus undertook quantitative research among the broad population within suburbs of the City of Playford. In consultation with Council, the questionnaire from 2012 was reviewed and pilot tested by newfocus to comply with the Privacy Act and the Australian Market and Social Research Society standards. The final version was approved by Council and was approximately 14 minutes in length. To maintain consistency with previous research, a sample of 600 residents (stratified by age and ward) were interviewed using the newfocus Computer Assisted Telephone Interview facilities and supervised directly by the National Operations Manager. All interviewing and supervisory staff are fully trained to ISO standards. Fieldwork was conducted between the 5th and 15th July 2013. The size and error margin of the total sample is outlined below:

Population (From Council website)

Sample Error Margin @ 95% confidence

level

79,113 600 ±3.99%

The specific age and gender quotas on this project were as follows:

240

212

150

Age

18-40 years

41-60 years

61 and older

Total (n=602)

300

302

Gender

Male

Female

Total (n=602)

In order to have representation from residents throughout the City of Playford, sub-samples of approximately 100 interviews were undertaken in each of the six wards within the Council area. In order to encourage participation in the survey (particularly among younger residents), a prize draw of 3 x $100 vouchers was offered. The research was carried out in compliance with International Standard AS ISO 20252.


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4. Key Findings

4.1 Council Services: Awareness and Usage

Unprompted awareness of services

With results that are consistent with past data, rubbish collection/kerbside garbage and recycling has again been identified by residents as the service with the highest level of awareness, with 74% of residents aware (a 2% decrease from 2012, yet still the service with the highest levels of awareness). Following this, the services that came in with the next highest levels of awareness were:

• parks and reserves (38% of residents are aware)

• roads (33% of residents are aware, a 4% increase since 2012) Residents aged under 40 found it more difficult than older residents to list services that Council provides, with one in 10 citing that they ‘don’t know’ what services are provided by Council.

…which services the Council provides to residents? (Q9) % response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

Rubbish collection/kerbside garbage and recycling collection 62 56 76 74

Parks and reserves 26 32 36 38 Roads 33 32 29 33 Verge maintenance 20 23 28 29

Libraries (fixed not mobile) 30 28 28 27 Street sweeping 9 14 20 19 Footpaths 12 12 14 16

Hard waste 9 7 12 11 Dog registration 8 6 9 11 Tree maintenance 6 7 9 11

Note: only Top 10 responses for 2013 are included in the table

Unprompted usage of services

When asked which services residents actually use, again the most common response was rubbish collection/kerbside garbage and recycling, with approximately three quarters of residents citing that they use this service. Stated usage of this service was significantly higher among residents aged 41+. In order of usage, the next most common results were:

• libraries (fixed not mobile)

• parks and reserves

• roads


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As can be seen in the table below, most of these services maintained a relatively consistent level of usage when compared with 2012 results, with the exception of roads, which saw a statistically significant increase from 12% to 19% between 2012 and 2013, bringing it closer to levels noticed in 2010 and 2011.

And which services do you actually use? (Q10) % response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

Rubbish collection/kerbside garbage and recycling collection 61 53 73 73 Libraries (fixed not mobile) 29 26 22 21

Parks and reserves 16 21 19 20 Roads 21 23 12 19 Hard waste 8 7 10 11

Footpaths 8 7 5 8 Verge maintenance 6 9 9 8 Dog registration 5 5 6 7

Don't know 15 10 7 6 Greenwaste 8 3 4 4 Ovals and sporting grounds 3 3 3 3 NAWMA's Resource Recovery Centre 2 1 - 3

None - - 4 3

Note: only responses of 3% and above in the 2013 column included

In 2013, residents were also asked to what extent they agree that they get value for money for the services they use, with about half of residents overall (54%) in agreement with this statement. Residents aged 61 and older were the group most likely to agree with this statement (63%), whereas those slightly younger (41-60) had lower levels of agreement (47%). When looking at this result across the six different wards, residents in Ward 6 had the lowest level of agreement, with just 42% agreeing that they get value for money for the services they use. Wards 1 and 5 had higher levels of agreement at 61% and 60% respectively.

How much do you agree that you get value for money for the services that you use? (Q1n13)


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4.2 City of Playford’s Strategic Goals

The Playford Community Plan sets four goals for the City: • community wellbeing • environmental care • economic prosperity • organisational excellence To allow comparisons with previous surveys’ results, newfocus tracked City Infrastructure instead of Economic Prosperity. City Infrastructure has been part of the survey conducted by a previous supplier in earlier years. Residents were asked to rate their level of support with a number of statements regarding these goals using a scale from 0 to 10 (strongly disagree – strongly agree). To track with past results, these statements were grouped in sub-topics under each strategic goal. To assist with interpreting results, the following scale has been used, which provides a relative benchmark against other Councils and some context for Council in interpreting results.

Community Wellbeing

Despite noticing some decreases in mean scores since 2012, community assets continue to achieve some good to very good results among residents in 2013. The general trend observed for resident opinions on the maintenance of parks, playgrounds and reserves is that generally the older residents were more likely to agree with these statements when compared to the younger residents.

Community assets

Mean score (0-10)

2010 (n=384)

2011 (n~514)

2012 (n~564)

2013 (n~578)

Parks and gardens are well maintained 7.2 7.2 7.4 7.0 Playgrounds are well maintained 7.2 7.1 7.5 7.4

Recreation & leisure aspects measured also revealed relatively consistent results in comparison to 2012, with the exception of Council’s support of local sporting clubs and community groups/programs in the Playford area, which saw a decrease since 2012, bringing it back to levels slightly above those achieved prior to 2012.

Recreation & leisure

Mean score (0-10)

2010 (n~276)

2011 (n~339)

2012 (n~465)

2013 (n~491)

The provision and maintenance of bicycle paths is excellent

5.9 6.4 6.2 6.2

Ovals and sporting grounds are well maintained

7.4 7.5 7.8 7.8

Council supports a range of local sporting clubs*

6.9 6.8 7.5 7.2

Council supports a range of community groups and programs in Playford*

6.9 6.8 7.5 7.4

*prior to 2012, these statements were combined. Scores have been recorded as the same to allow tracking with more recent results

9.1 – 10 = Excellent

7.5 – 9.0 = Very good

6.0 – 7.4 = Good

5.0 – 5.9 = Fair

0 – 4.9 = Poor


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The opening of the new Angle Vale Sporting Complex may have contributed to an increased result of Council supporting a range of local sporting clubs. The opening of the new hub for all sporting codes, built and funded by federal, state and local government, coincided with the timing of the 2012 resident satisfaction survey. The following table shows the differences in perceptions across each Ward over time, with Ward 5 residents having the highest level of agreement with this statement.

Ward 1 Ward 2 Ward 3 Ward 4 Ward 5 Ward 6

2012 2013 2012 2013 2012 2013 2012 2013 2012 2013 2012 2013

Council supports a range of local sporting clubs

7.5 6.9 7.7 7.0 7.5 7.3 7.3 7.3 7.7 7.5 7.2 7.2

When looking at resident opinions on the management of crime and safety within the area, there have been some noteworthy changes since 2012. It is positive to see that control of graffiti and vandalism in the area is becoming increasingly effective (6.5 up from 6.2), which might be closely attributed to Council’s focus on removing historic graffiti in addition to managing ongoing work programs within the City of Playford area. In 2013, residents are overall feeling slightly less safe than they were in 2011 and 2012, perhaps indicating that some focus may need to be paid in this area, as safety is an important element of personal and therefore community wellbeing.

Crime & Safety

Mean score (0-10)

2010 (n~399)

2011 (n~552)

2012 (n~592)

2013 (n~598)

I feel safe in the City of Playford 6.2 6.4 6.4 6.2 Graffiti and vandalism control is effective 5.8 5.8 6.2 6.5

The provision of library services in a very high scoring area for Council, with approximately 8 in 10 residents satisfied with this service. This is a very positive result for Council, and a result that staff should be extremely proud of.

Library

Mean score (0-10)

2013 (n~278)

2013

Male (n~126)

Female (n~153)

Age 40 or

under (n~106)

Age 41 to 60 (n~105)

Age 61 or more (n~67)

I am satisfied with the City of Playford Library Services

8.2 8.0 8.5 8.4 8.0 8.4

Environmental care

In terms of attributes related to environment and city, results have remained unchanged since 2012 for the presentation of the City of Playford and the pleasant appearance of the City of Playford. Maintenance of verges has seen a marginal increase since 2012 and despite achieving the highest score across each of the attributes related to environment and city, resident perceptions of Council’s environmental responsibility has decreased from 7.4 in 2012 to 7.2 in 2013.

Environment & city

Mean score (0-10)

2010 (n~377)

2011 (n~575)

2012 (n~585)

2013 (n~586)

The City of Playford is well presented - 6.5 6.7 6.7

Verges are well maintained 6.2 5.5 6.0 6.1

The appearance of the City of Playford is very pleasant

6.8 6.8 6.9 6.9

The Council is environmentally responsible 7.0 7.0 7.4 7.2


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Satisfaction with kerbside garbage collection and hard waste collection continues to be very high among residents (8.2 and 7.4 respectively). Agreement with streets being clean has again scored 6.8 (consistent score since 2010). The proportion of residents who agree that illegal dumping is an issue in the Playford area is relatively high at 7.1, with a higher proportion (7.5) among residents aged 41 to 60. Satisfaction with NAWMA’s Resource Recovery Centre is also at very good levels overall, a new attribute tested in 2013.

Waste management

Mean score (0-10)

2010 (n~383)

2011 (n~560)

2012 (n~583)

2013 (n~586)

The streets are clean 6.8 6.8 6.8 6.8

I am satisfied with the kerbside garbage collection service

8.2 8.0 8.4 8.2

I am satisfied with the hard waste collection service 6.7 7.1 7.5 7.4

Illegal dumping is an issue in the Playford area - - 7.1 7.1

I am satisfied with NAWMA’s Resource Recovery Centre

- - - 7.9

City infrastructure

Overall, the city’s infrastructure scores have achieved results in a ‘fair’ to ‘good’ range. Despite marginal decreases being noticed in street lighting, storm water drainage and maintenance of local streets, maintenance of rural roads has seen an increase since 2012, which is a positive finding for Council.

Mean score (0-10)

2010 (n~390)

2011 (n~400)

2012 (n~575)

2013 (n~579)

Footpaths are well maintained 5.4 5.2 5.6 5.6

The street lighting is adequate 6.4 6.4 6.6 6.5

Storm water drainage in your street is adequately maintained

6.7 6.4 6.7 6.6

The local streets are well maintained 5.7 5.5 6.0 5.9

The rural roads are well maintained - 5.9 5.6 5.7


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Organisational excellence

It is positive to see that agreement with Council’s communications items have seen increases since 2012, with more residents tending to agree that Council’s goals and vision are clear and that it communicates well with residents.

Communications

Mean score (0-10)

2010 (n~365)

2011 (n~543)

2012 (n~586)

2013 (n~582)

The Council's goals and vision are clear and communicated to residents

6.2 5.9 6.2 6.3

The Council communicates well with its residents 6.0 6.2 6.0 6.1

Some positive findings have emerged when looking at governance and strategy items, with increases noted for the following areas:

• Council is open and accountable to the community

• Council provides value for money in return for the rates I pay each year (increased from 5.1 to 5.5)

• elected Council members do their job of representing my views well Although still low proportions, it is positive to observe that some of these statements have achieved increased scores overall.

Governance & strategy

Mean score (0-10)

2010 (n~320)

2011 (n~498)

2012 (n~532)

2013 (n~547)

The Council is responsive to community needs 6.3 6.3 6.2 6.2

The Council invites residents to participate in decision-making

5.0 5.7 5.9 5.9

The Council is open and accountable to the community 5.5 6.4 6.2 6.3

The Council provides value for money in return for the rates I pay each year

5.5 5.4 5.1 5.5

The Council plans for the future 5.6 6.8 6.7 6.7

Elected Council Members do their job of representing my views well

6.1 5.5 5.7 5.8

It is important to note the change in resident perception of value for money, which saw a decrease in 2012, with results in 2013 revealing a figure that is more consistent with past results. This may be related to the widely publicised proposed rates increase which occurred in 2012 around the time of this research.


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4.3 Resident Satisfaction

Overall satisfaction with Council

Overall satisfaction with Council in 2013 is again at 68 out of 100, a score consistent with results achieved in 2012 and among the lowest on record. It will be important for Council to address areas where residents are perhaps less satisfied, or have scored Council lower overall, to look at ways to increase overall satisfaction (explored more on the pages to follow) in years to come. To allow comparison with previous years, the 0-10 scale used in 2012 was multiplied by 10 so results were consistent.

As can be seen in the table and chart below, overall satisfaction with the City of Playford was slightly higher among females and residents aged 61 and older. Satisfaction across each of the six wards within Council was generally quite even, with Wards 1 and 3 noticing a 1% higher score overall when looking at satisfaction.

Satisfaction score 2013 (n=602)

Male (n=300)

Female (n=302)

Age 40 or under (n=240)

Age 41 to 60

(n=212)

Age 61 or more (n=150)

Overall satisfaction with the Council 68 67 70 68 66 72

68 69 68 69 68 68 68

0

20

40

60

80

100

Total(n=602)

Ward 1(n=100)

Ward 2(n=101)

Ward 3(n=101)

Ward 4(n=100)

Ward 5(n=100)

Ward 6(n=100)

% re

spo

nse


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Overall satisfaction is usually impacted by specific drivers which are relevant for residents. newfocus has again

undertaken regression analysis of all data to determine the main areas that impact on overall satisfaction with the

City of Playford and the following flowchart describes the aspects that impacted most on overall satisfaction.

Addressing these areas should result in an improvement in the level of overall satisfaction with Council. Data compiled by newfocus shows that satisfaction with the Playford Council’s performance is in line with other local councils. Data included in the benchmark satisfaction proportion scales from 74% to 66%.

67.7 68.8 69.4 69.2

0

20

40

60

80

100





% T

2B re

spo

nse

Overall Satisfaction with the City of Playford

The appearance of the City

of Playford is very pleasant

Elected members do their

job of representing my views

well

I am satisfied with the hard waste collection service

Ovals and sporting grounds

are well maintained

Parks and gardens are well maintained

Drivers of satisfaction (in order of importance)


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The level of satisfaction achieved overall is slightly above the result achieved in 2012 and demonstrates Council’s success in any efforts they have made to look at increasing satisfaction. For those who were not satisfied, the primary reasons for dissatisfaction were:

• poor maintenance of parks/verges/reserves (22% up from 6% in 2012)

• footpaths/poorly maintained/lack of/none on either side of the road for years (19% up from 11%)

• high council rates/poor value for money/increased for business/vacant blocks (18%, down from 42%) It is really positive to see that Council has perhaps shifted some perceptions of value for money since the research was conducted last year, with a significant decrease in the proportion of people who are dissatisfied due to a perceived lack of value for money. Interestingly, in 2013, a large portion of people who are dissatisfied are so due to more aesthetic reasons, listing the poor of maintenance of parks, verges, reserves and footpaths as the main reasons for dissatisfaction. This aligns well with the drivers of overall satisfaction, where the appearance of the area and the maintenance of parks, gardens and sporting grounds is seemingly quite important to residents overall.

Perception of value for money

Residents’ perception of the value for money Council provides to residents was rated in 2013 as 5.5 out of 10, an increase from results achieved in 2012 and is at a high level not recorded since 2010.

Mean score (0-10)

2010 2011 2012 2013


5.5 5.4 5.1 5.5

As was discussed earlier, there has been a large decrease in the proportion of people who are dissatisfied with Council due to perceptions of poor value for money, and this result has again been exposed in this finding. Any efforts that Council has made to demonstrate value to residents has not gone unnoticed.

Reputation of the City of Playford

Not surprisingly, residents tended to rate living in the City of Playford higher (7.0) than they felt people outside the area would rate the Council area (4.6). Perceptions about living in the City of Playford were relatively higher among residents aged 61 and over (7.5), a finding that is consistent with 2012 results.

4.6 4.5 4.6 4.4 4.5 5.0

7.0 6.9 7.0 6.8 6.8 7.5

0

1

2

3

4

5

6

7

8

9

10

2013(n=584)

Male(n=291)

Female(n=293)

Age 40 orunder

(n=233)

Age 41 to60

(n=207)

Age 61 ormore

(n=144)

2013(n=602)

Male(n=300)

Female(n=302)

Age 40 orunder

(n=240)

Age 41 to60

(n=212)

Age 61 ormore

(n=150)

People outside the City of Playford You as a resident of the City of Playford

Mea

n s

core

(sca

le 0

-10)


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Intentions to stay in the City of Playford

Intentions to stay in the City of Playford have remained high (74%) among residents and are largely in line with the 2010 to 2012 results (as can be seen below). This proportion was marginally higher among males and residents aged 41 and above.

% response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)


Age 41 to 60 (n=212)


Live in the City of Playford 77 78 75 74 76 72 62 79 86 Move to other area 16 15 17 19 17 21 30 12 9 Don't know 7 8 8 7 7 8 8 8 5

It is interesting to note however, that since 2011, there has been a gradual decrease in the proportion of people who are likely to continue living in the Playford area. For those who intend to move out of the City of Playford, the main reasons were:

• work reasons/to move closer/where the work is (26%, up from 25%)

• would like more property/space/lots are too small here/moving to the country (17%, up from 10%)

• lifestyle change/downsizing/sea change/moving interstate/overseas (13%, down from 17%)

• family reasons/want to be closer to family (12%, up from 11%)

• crime/high/don't feel safe/gangs in area/street racing (11%, down from 15%)

• demographic of the area/lower class/Housing SA tenants/poverty/unemployment (11%, up from 4%)

Employment opportunities in the City of Playford

When looking at employment opportunities available in the City of Playford, interestingly, about half of residents (46%) in 2013 do not believe that there are adequate employment opportunities within the area. This proportion is a significant increase since 2011 and there has in fact been a steady decline over time in the proportion of people who believe that there are adequate employment opportunities within the Playford area.

46 40 37 39 3545

34 28

3535 46 46 46

4053

47

19 25 17 15 18 15 1325

0

20

40

60

80

100

2011(n=607)

2012(n=600)

2013(n=602)

Male(n=300)

Female(n=302)

Age 40 orunder

(n=240)

Age 41 to60 (n=212)

Age 61 ormore

(n=150)

2013

% re

spo

nse

Yes No Don't know Interestingly, the data in the chart above reveals that the older the residents, the less likely they are to agree that there are adequate employment opportunities available in the area. This may be an opportunity for Council to consider promoting employment opportunities for older residents through various Council publications etc.


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Among the working population who were involved in the research, almost two in five (37%) indicated that they

worked in the City of Playford area, and this proportion was slightly higher among females and significantly higher

among those aged 61 and older.

Residents indicated that travelling to their workplace takes 32 minutes on average, with residents from Wards 3

and 4 travelling the longest (36-37 minutes) and residents from Ward 5 travelling less (23 minutes).

Travelling time to workplace – average in minutes

Total (n=299)

Ward 1 (n=61)

Ward 2 (n=47)

Ward 3 (n=71)

Ward 4 (n=33)

Ward 5 (n=23)

Ward 6 (n=64)

32 31 33 36 37 23 28


―19

4.4 Customer Experience

Over time, there has been an increasing trend in the proportion of residents who have had to deal with Council in the last 12 months. In 2013, almost half (48%) of residents had dealt with Council, an increase of about 12% since 2010. Females were more likely to have contacted Council than males.

% response

2010 (n=402)

2011 (n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)


Age 41 to 60

(n=212)


Yes 36 42 45 48 43 52 46 51 47 No 64 58 55 52 56 48 54 49 53 Don’t know - 0 0 0 0 - - - 1

Note: 0% represents n=2 or less

Telephone remains by far the most common method by which residents contact Council (68%, a decrease of 6% since 2012), with face to face the second most common method of contact (50%, up from 44% in 2012). The City of Playford staff continue to be rated highly in terms of being helpful and pleasant as well as providing a prompt service, with higher scores most likely to come from residents aged 61 or older. In 2013, new attributes were tested to measure the quality of services and programs, consistency of service of Council staff and that staff are able to follow through on requests. Each of these attributes have scored within a ‘good’ range, and provide a strong benchmark for tracking in future research.

Mean score (0-10)

2010 (n~145)

2011 (n~248)

2012 (n~268)

2013 (n~278)

2013

Male (n~126)

Female (n~153)

Age 40 or

under (n~106)

Age 41 to 60 (n~105)


City of Playford staff are helpful and pleasant

7.7 7.8 7.9 7.6 7.3 7.9 7.6 7.5 7.9

City of Playford staff always provide prompt service

7.3 7.1 7.2 7.2 6.8 7.6 7.3 6.9 7.5

City of Playford provides quality services and programs

- - - 6.9 6.6 7.2 7.1 6.7 7.0

City of Playford staff provide a consistent level of service

- - - 7.0 6.8 7.2 7.0 7.0 7.1

City of Playford staff follow through on my requests

- - - 6.9 6.3 7.4 7.0 6.6 7.1

Overall satisfaction with Council’s level of customer service was again at a high level of 77% among those who had made contact with Council, a slight decrease of 3% since 2012, however still a pleasing result.


―20

4.5 Council Communications

Sources of information

When asked how they usually get information about what is happening at the Council, almost half of residents (46%) indicated that they generally get it through local papers such as The Messenger and One Tree Hill News. The next most common sources of information were brochures/leaflets delivered to their homes (43%) and Council’s newsletter ‘North Is Up’ (25%). These results have revealed the top ways that Council can communicate with residents. The local messenger/paper and ‘North is Up’ recorded particularly high readership levels among residents aged 61 and older, indicating that these might be particularly effective ways of engaging and communicating with this segment.

All mentioned – top responses

% response

2010 (n=403)

2011

(n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)


Age 41 to 60 (n=212)


Local paper/Messenger/One Tree Hill news - - 44 46 45 46 33 51 59 Brochure/leaflets delivered to your home 52 54 49 43 42 43 43 43 41 Council Newsletter 'North is Up' 22 29 16 25 24 25 20 25 33 Website 8 11 17 23 23 24 38 21 4 Word of mouth/friends/family 21 11 12 13 12 14 12 10 19 Library/community section/history centre/ staff/ message boards/leaflets

- - 1 8 8 9 8 9 7

Face-to-face at mobile information stands in public places

2 2 3 6 7 6 5 8 8

Community boards/bulletin boards/signs/ posters

- - 12 4 3 5 6 3 3

North is Up newsletter

Awareness of the Council’s ‘North is Up’ newsletter was relatively high among residents, with over two thirds (69%, up from 63% in 2012) of residents indicating that they were aware of it. Among those who are aware of the regular publication, over 8 in 10 (84%) actually read the newsletter. This is a figure consistent with 2012 results and might suggest that for the majority of residents, the publication is relevant, interesting or engaging.

Do you read North Is Up?

84 84 85 84 7687 94

16 16 15 1624

13 6

0

20

40

60

80

100

2012(n=374)

2013(n=411)

Male(n=207)

Female(n=204)

Age 40 orunder

(n=159)

Age 41 to60 (n=141)

Age 61 ormore

(n=111)

2013

% re

spo

nse

Yes No


―21

4.6 Community Wellbeing

Satisfaction with almost all life aspects was rated high among the City of Playford residents on the 0 to 10 scale used (very dissatisfied-very satisfied), with 91% of residents satisfied with their life overall (a decrease from 95% in 2012). Regression analysis was undertaken to determine which dimensions of residents’ lives impact on their overall satisfaction with their lives, and the following were exposed as key drivers of overall wellbeing/happiness in life:

• what you are achieving in life

• personal relationships

• feeling part of the community

• standard of living

• occupation

• work life balance Results for residents can be seen in the following chart:

7.5 7.5 7.8 7.9 8.57.2 7.7

6.8

0

1

2

3

4

5

6

7

8

9

10

Your work/lifebalance(n=298)

Your health(n=601)

Your standardof living(n=600)

Youroccupation

(n=550)

Your personalrelationships

(n=592)

Your futurefinancialsecurity(n=593)

What you areachieving inlife (n=593)

Feeling part ofthe community

(n=598)

Mea

n s

core

(sca

le 0

-10)

Residents living within the City of Playford indicated very high satisfaction with their personal relationships (8.5), which has been exposed as one of the key areas contributing to overall satisfaction, whereas feeling part of the community scored lower overall (6.8). The ability to feel part of the community is important and any efforts that Council can implement to give the City of Playford more of a community feel may have positive impacts on the overall wellbeing of residents within the LGA.


―22

Appendices


―23

Appendix 1: Full and Detailed Results

How results are reported

Tables and charts are reported in percentage results. Due to rounding some scores may range from 99% to 101%.

n = value

The n= value in the tables and charts represents the total number of respondents included in the study and the number of respondents that answered a specific question (excluding ‘don’t know’ responses except where noted). n ~ value

In some cases n~ is used. This represents the average number of respondents across two or more questions.

Statistically significant differences between segments

A cross-tabulation or chi-square statistic is a common method of describing whether a relationship exists between two or more variables, ie it allows us to statistically test whether the differences we note in the sample are genuine differences or simply chance occurrences. Relationships are said to be statistically significant if the P value (chi-square statistic) is less than the chosen significance level. For example, if .05 (5%) is selected as that level, a P value less than .05 implies that there is a relationship between the two variables that have been cross-tabulated. The only outcomes which have been reported on are those found to be statistically significant at P< .05.

Use of top/bottom-two box terminology

• top-2-box (T2B) refers to combined responses of somewhat/very satisfied, agree/strongly agree,

somewhat/very important etc

• bottom-2-box (B2B) refers to combined responses of somewhat unsatisfied/not satisfied at all etc

Benchmark Data

newfocus has provided benchmark data of specific questions collated over the years with other Local Government works we have undertaken. This enables performance (particularly overall satisfaction) to be assessed against other Councils.

Previous Data

Results have been tracked against the results published in previous reports which were completed by a previous supplier and are provided for public access in the City of Playford’s website. Electronic data files were also provided to newfocus to enable compare the results, however these were incomplete and no all the questions were successfully tracked electronically. Manual data entry of results was then needed to complete the tracking.


―24

1.1 Council Services: Awareness and usage

Firstly, can you tell me which services the Council provides to residents? (Q9)

% response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)

Age 40 or

under (n=240)

Age 41 to 60 (n=212)


Rubbish collection/kerbside garbage and recycling collection

62 56 76 74 75 73 61 83 82

Parks and reserves 26 32 36 38 38 38 39 42 31 Roads 33 32 29 33 39 27 28 38 35 Verge Maintenance 20 23 28 29 32 26 22 33 35 Libraries (fixed not mobile) 30 28 28 27 25 28 25 32 24 Street sweeping 9 14 20 19 20 18 16 20 22 Footpaths 12 12 14 16 19 13 10 17 23 Tree Maintenance 6 7 9 11 13 10 11 12 11 Hard waste 9 7 12 11 9 13 11 9 14 Dog registration 8 6 9 11 8 14 10 13 8 Ovals and sporting grounds 7 7 3 7 8 6 8 8 5 Don't know 11 8 6 5 4 7 10 1 2 Seniors programs 3 4 4 5 4 6 2 5 9 Mobile library 3 3 1 4 5 4 4 5 3 NAWMA's Resource Recovery Centre

3 1 1 4 3 5 3 4 5

Greenwaste 8 3 4 4 4 4 4 3 5 Public lighting 3 5 4 3 3 4 3 2 5 Home Assist 6 4 3 3 3 3 2 1 8 Building approvals 2 1 2 3 3 3 4 3 1 Planning approvals 1 2 2 2 3 1 2 4 1 Special events 1 1 2 2 2 2 4 2 - Customer Service Centre 4 2 1 2 2 2 1 2 4 Management of the Council - - 1 2 2 2 1 3 2 Environmental 0 3 1 2 3 1 2 3 - Food co-ops 1 1 1 2 2 2 3 1 1 Immunisation service 2 5 2 2 1 2 3 2 1 Community centre/clubs/halls - - 2 2 1 2 - 2 4 Playgrounds - - 2 2 1 2 1 3 1 Bus service/community bus/shelters - - 0 2 2 1 1 0 5 Aquadome 3 3 2 1 2 1 0 3 1 Animal control/dog catching - - 2 1 1 2 1 3 - Graffitti removal - - 1 1 1 1 2 1 - Overall look of the city 5 3 1 1 1 1 2 - 1 Community programs/groups/kids programs/Opal/knitting/Tai Chi/ Indigenous programs

- - 2 1 1 1 2 - 1

Disability services 1 0 1 1 1 0 1 0 1 Traffic control/inspectors/parking fines

- - 1 1 1 1 0 1 1

Bike paths and walking trails 1 0 0 1 1 0 1 - 1 Youth Services 1 1 1 1 1 1 0 1 1 Australia Day 0 0 0 0 0 1 - 1 1 Environmental health - 1 0 0 1 0 0 1 - Theatres 3 2 2 0 0 1 0 0 1 Zoning regulation - 1 1 0 1 - 0 0 1 Sponsorship/community grants - - 1 0 0 1 0 0 1 Conservation programs 0 1 1 0 0 0 - 1 - 'The North is UP' (newsletter) - 0 - 0 - 1 - 0 1 Public conveniences/toilets 0 1 0 0 0 0 0 0 - Skate Parks - - 0 0 0 0 0 0 - Counselling services - - - 0 - 1 - 1 -


―25

Firstly, can you tell me which services the Council provides to residents? (Q9) continued

% response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)

Age 40 or

under (n=240)

Age 41 to 60 (n=212)


NSS Northern Sound System 1 1 - 0 - 0 0 - - Health services/advice - - 0 0 - 0 - 0 - Storm water/drainage systems 3 2 1 0 0 - - 0 - Messenger newspaper - - 0 0 - 0 - 0 - Fencing regulation - - 0 0 - 0 0 - - Permits/for burn offs - - 0 0 - 0 0 - - Food safety - - - 0 0 - - 0 -



―26


2013

% response

Total (n=602)

Ward 1 (n=100)

Ward 2 (n=101)

Ward 3 (n=101)

Ward 4 (n=100)

Ward 5 (n=100)

Ward 6 (n=100)


74 67 74 72 76 77 78

Parks and reserves 38 39 38 34 38 31 49 Roads 33 28 31 33 34 31 43 Verge Maintenance 29 16 33 23 37 42 23 Libraries (fixed not mobile) 27 16 23 32 32 24 35 Street sweeping 19 14 23 18 19 15 24 Footpaths 16 9 13 8 22 22 21 Tree Maintenance 11 10 12 13 15 8 11 Hard waste 11 9 9 9 10 21 9 Dog registration 11 6 12 18 14 9 6 Ovals and sporting grounds 7 5 10 7 6 8 7 Don't know 5 11 3 7 3 5 2 Seniors programs 5 1 6 5 6 8 4 Mobile library 4 3 3 8 5 2 4 NAWMA's Resource Recovery Centre 4 3 2 2 6 8 3 Greenwaste 4 3 2 6 5 5 1 Public lighting 3 1 1 3 5 5 5 Home Assist 3 1 3 1 6 6 2 Building approvals 3 2 2 3 4 5 2 Planning approvals 2 3 2 1 2 3 2 Special events 2 3 1 1 3 2 3 Customer Service Centre 2 1 1 - 5 5 1 Management of the Council 2 - 2 3 3 3 1 Environmental 2 3 2 1 2 1 2 Food co-ops 2 - 5 - 3 1 2 Immunisation service 2 - 1 1 4 3 2 Community centre/clubs/halls 2 - 1 2 1 1 5 Playgrounds 2 - 3 1 - 1 5 Bus service/community bus/shelters 2 2 1 1 2 - 4 Aquadome 1 - - 4 1 1 3 Animal control/dog catching 1 1 3 1 2 - 2 Graffitti removal 1 - 2 1 3 1 1 Overall look of the city 1 3 - - - 2 2 Community programs/groups/kids programs/Opal/ knitting/Tai Chi/Indigenous programs

1 1 1 - 2 2 -

Disability services 1 - 1 1 - 3 - Traffic control/inspectors/parking fines 1 1 1 1 1 - 1 Bike paths and walking trails 1 - 1 1 1 1 - Youth Services 1 - - 1 1 1 1 Australia Day 0 - - 1 - - 2 Environmental health 0 - - - - 3 - Theatres 0 - - 1 - 2 - Zoning regulation 0 1 1 - - 1 - Sponsorship/community grants 0 1 1 - - 1 - Conservation programs 0 - 1 1 - - - 'The North is UP' (newsletter) 0 - - 2 - - - Public conveniences/toilets 0 1 - 1 - - - Skate Parks 0 - 1 1 - - - Counselling services 0 - 1 1 - - - NSS Northern Sound System 0 - 1 - - - - Health services/advice 0 - - - 1 - - Storm water/drainage systems 0 - - - - 1 - Messenger newspaper 0 - - - 1 - - Fencing regulation 0 - - 1 - - - Permits/for burn offs 0 - - 1 - - - Food safety 0 - 1 - - - -



―27


Statistically significant differences Differences by age

Respondents aged 41 and older were more likely than younger residents to list ‘rubbish collection’ as a service that Council provides. Those aged 61+ were more likely to cite ‘footpaths’ when compared to younger residents in the Playford Council area.

Differences by employment status (working vs non-working)

Residents who are working were more likely to be aware that Council provides parks and reserves, when compared to those who are not currently working.

Differences by gender

Male residents were more likely than female residents to recall ‘roads’ and ‘footpaths’ as services that Council provides to residents.


―28

And which services do you actually use? (Q10)

% response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)

Age 40 or

under (n=240)

Age 41 to 60 (n=212)



61 53 73 73 76 71 61 82 81

Libraries (fixed not mobile) 29 26 22 21 18 25 22 24 17 Parks and reserves 16 21 19 20 19 22 23 23 13 Roads 21 23 12 19 21 17 17 21 18 Hard waste 8 7 10 11 8 15 11 10 13 Footpaths 8 7 5 8 9 8 6 9 11 Verge maintenance 6 9 9 8 7 9 7 9 9 Dog registration 5 5 6 7 4 10 7 8 5 Don't know 15 10 7 6 6 7 11 3 3 Greenwaste 8 3 4 4 3 5 3 3 7 Ovals and sporting grounds 3 3 3 3 4 2 5 3 1 NAWMA's Resource Recovery Centre

2 1 - 3 3 3 2 4 3

None - - 4 3 4 2 5 1 3 Street sweeping 2 5 4 2 3 2 3 3 2 Home Assist 3 3 2 2 2 2 0 1 7 Seniors programs 0 3 2 2 1 3 - 0 7 Tree maintenance 2 3 2 2 2 2 0 3 3 Public lighting 1 2 2 2 2 2 2 2 1 Planning approvals 1 1 0 1 2 1 1 1 2 Building approvals 1 0 1 1 1 1 2 0 1 Mobile library 0 2 1 1 1 1 1 0 2 Food co-ops 0 0 1 1 1 1 2 0 1 Management of the Council - - - 1 0 1 0 1 1 Special events 0 0 0 1 1 1 2 - 1 Aquadome 2 2 1 1 1 1 0 1 1 Bus service/community bus/shelters - - - 1 1 1 0 - 3 Immunisation service 1 4 2 1 1 1 1 0 - Customer Service Centre 2 1 1 1 1 1 1 0 1 Community programs/groups/kids programs/Opal/knitting/Tai Chi/Indigenous programs

- - 1 1 1 1 2 - -

Playgrounds - - 0 1 0 1 1 0 - Theatres 2 1 1 0 0 1 - 1 1 Zoning regulation - 0 - 0 1 0 1 - 1 Community centre/clubs/halls - - 2 0 0 1 - 0 1 Australia Day 0 - 0 0 0 0 0 - 1 Bike paths and walking trails 0 1 1 0 0 0 0 - 1 Disability services 0 0 0 0 1 - - 0 1 Public seating - 0 0 0 1 - 1 - - Animal control/dog catching - - 1 0 0 0 - 1 - Environmental 0 1 0 0 0 - - 0 - 'The North is UP' (newsletter) 0 0 - 0 - 0 - - 1 NSS Northern Sound System 0 0 - 0 - 0 0 - - Public conveniences/toilets - 1 0 0 0 - 0 - - Health services/advice - - - 0 - 0 - 0 - Traffic control/inspectors/parking fines

- - 0 0 - 0 0 - -

Messenger newspaper - - 0 0 - 0 - 0 - Fencing regulation - - - 0 - 0 0 - - Skate Parks - - - 0 0 - - 0 -



―29

And which services do you actually use? (Q10) continued

2013 % response

Total (n=602)

Ward 1 (n=100)

Ward 2 (n=101)

Ward 3 (n=101)

Ward 4 (n=100)

Ward 5 (n=100)

Ward 6 (n=100)

Rubbish collection/kerbside garbage and recycling collection 73 69 74 69 76 76 76 Libraries (fixed not mobile) 21 17 22 26 24 14 25 Parks and reserves 20 24 24 15 15 17 27 Roads 19 18 16 17 24 14 23 Hard waste 11 11 9 6 10 20 11 Footpaths 8 4 6 8 12 11 9 Verge maintenance 8 4 10 3 16 14 3 Dog registration 7 4 7 11 8 7 4 Don't know 6 14 5 5 5 5 3 Greenwaste 4 2 4 5 4 7 3 Ovals and sporting grounds 3 2 5 4 1 2 6 NAWMA's Resource Recovery Centre 3 1 2 3 4 6 3 None 3 2 4 5 1 3 3 Street sweeping 2 3 5 2 1 2 2 Home Assist 2 1 1 1 3 6 2 Seniors programs 2 1 1 - 3 6 1 Tree maintenance 2 1 3 2 3 2 1 Public lighting 2 1 1 1 2 2 3 Planning approvals 1 1 1 1 2 3 - Building approvals 1 1 1 3 2 - - Mobile library 1 2 2 1 1 1 - Food co-ops 1 - 3 - 3 - - Management of the Council 1 - - 2 3 - - Special events 1 1 1 - 1 - 2 Aquadome 1 - - 2 - 1 2 Bus service/community bus/shelters 1 - - - 2 - 3 Immunisation service 1 - 1 - 2 1 - Customer Service Centre 1 - 1 - 2 1 - Community programs/groups/kids programs/Opal/knitting/Tai Chi/ Indigenous programs

1 2 - - 1 1 -

Playgrounds 1 1 2 1 - - - Theatres 0 - - 1 - 1 1 Zoning regulation 0 2 - 1 - - - Community centre/clubs/halls 0 - - - - 1 2 Australia Day 0 - 1 - - - 1 Bike paths and walking trails 0 - 1 1 - - - Disability services 0 - 1 - - 1 - Public seating 0 - - 1 1 - - Animal control/dog catching 0 1 - - 1 - - Environmental 0 - - - - - 1 'The North is UP' (newsletter) 0 - - 1 - - - NSS Northern Sound System 0 - 1 - - - - Public conveniences/toilets 0 1 - - - - - Health services/advice 0 - - - 1 - - Traffic control/inspectors/parking fines 0 1 - - - - - Messenger newspaper 0 - - - 1 - - Fencing regulation 0 - - 1 - - - Skate Parks 0 - - 1 - - -


Statistically significant differences Differences over time

There has been an increase in the proportion of residents in 2013 who stated that they use ‘roads’ when compared to 2012 results.

Differences by age

Respondents aged 41 and older were more likely than younger residents to state that they use ‘rubbish collection’.


―30

How much do you agree that you get value for money for the services that you use? (Q1n13)

13 12 14 17 9 14

41 41 42 3938

49

25 2228 30

23

19

14 1712 9

2113

6 8 5 4 10 5

0

20

40

60

80

100

2013(n=576)

Male(n=290)

Female(n=286)

Age 40 orunder

(n=223)

Age 41 to 60(n=207)

Age 61 or more(n=146)

% re

spo

nse

Strongly agree Agree Neither/nor Disagree Strongly disagree

13 17 14 12 18 14 5

4144

39 4240 46

37

2521 33

2020 23

32

14 13 919 14 9 22

6 5 5 7 7 8 4

0

20

40

60

80

100

Total(n=576)

Ward 1(n=95)

Ward 2(n=98)

Ward 3(n=95)

Ward 4(n=94)

Ward 5(n=96)

Ward 6(n=98)

% re

spo

nse

Strongly agree Agree Neither/nor Disagree Strongly disagree


―31

1.2 Council Strategic Goals

The Playford Community Plan sets four goals for the City: • community wellbeing • environmental care • economic prosperity • organisational excellence To allow comparisons with results of previous surveys, newfocus tracked City Infrastructure instead of Economic Prosperity. City Infrastructure has been part of the survey conducted the previous supplier in earlier years. Now I am going to read some statements about the City of Playford and I want you to tell me how much

you agree or disagree with them. Please use a 0 to 10 scale where 0 means you strongly disagree with

the statement and 10 means you strongly agree with it (Q11, Q12)

5.2.1 Community wellbeing

Community assets

Mean score

2010 (n=384)

2011 (n~514)

2012 (n~564)

2013 (n~578)

2013

Male (n~287)

Female (n~291)

Age 40 or

under (n~238)

Age 41 to 60 (n~203)


Parks and gardens are well maintained

7.2 7.2 7.4 7.0 7.0 7.1 6.9 7.0 7.3

Playgrounds are well maintained 7.2 7.1 7.5 7.4 7.3 7.4 7.2 7.3 7.8

Recreation & leisure

Mean score

2010 (n~276)

2011 (n~339)

2012 (n~465)

2013 (n~499)

2013

Male (n~248)

Female (n~251)

Age 40 or

under (n~201)

Age 41 to 60 (n~178)


The provision and maintenance of bicycle paths is excellent

5.9 6.4 6.2 6.2 6.1 6.2 6.4 5.8 6.4

Ovals and sporting grounds are well maintained

7.4 7.5 7.8 7.8 7.8 7.8 7.6 7.6 8.2

Council supports a range of local sporting clubs

6.9 6.8 7.5 7.2 7.1 7.3 7.0 7.0 7.9

Council supports a range of community groups and programs in Playford

6.9 6.8 7.5 7.4 7.3 7.5 7.3 7.2 7.9

I am satisfied with the City of Playford Library Services

- - - 8.2 8.0 8.5 8.4 8.0 8.4

Crime & safety

Mean score

2010 (n~399)

2011 (n~552)

2012 (n~592)

2013 (n~598)

2013

Male (n~299)

Female (n~300)

Age 40 or

under (n~239)

Age 41 to 60 (n~210)


I feel safe in the City of Playford 6.2 6.4 6.4 6.2 6.4 6.1 6.0 6.3 6.7 Graffiti and vandalism control is effective

5.8 5.8 6.2 6.5 6.4 6.5 6.4 6.3 6.9


―32

How much do you agree or disagree with these statements...? (Q11, Q12) continued

1.2.2 Environmental care

Liveable environment & city presentation

Mean score

2010 (n~377)

2011 (n~575)

2012 (n~585)

2013 (n~586)

2013

Male (n~293)

Female (n~293)

Age 40 or

under (n~233)

Age 41 to 60 (n~206)


The City of Playford is well presented - 6.5 6.7 6.7 6.7 6.8 6.5 6.6 7.2 Verges are well maintained 6.2 5.5 6.0 6.1 6.1 6.1 6.2 5.9 6.2 The appearance of the City of Playford is very pleasant

6.8 6.8 6.9 6.9 6.8 7.0 6.7 6.8 7.3

The Council is environmentally responsible

7.0 7.0 7.4 7.2 7.2 7.2 7.1 7.1 7.6

Waste management

Mean score

2010 (n~383)

2011 (n~560)

2012 (n~583)

2013 (n~568)

2013

Male (n~285)

Female (n~284)

Age 40 or

under (n~225)

Age 41 to 60 (n~202)


The streets are clean 6.8 6.8 6.8 6.8 6.7 6.8 6.8 6.7 6.9 I am satisfied with the kerbside garbage collection service

8.2 8.0 8.4 8.2 8.2 8.2 8.2 7.9 8.7

I am satisfied with the hard waste collection service

6.7 7.1 7.5 7.4 7.2 7.6 7.9 6.8 7.6

Illegal dumping is an issue in the Playford area

- - 7.1 7.1 7.1 7.1 6.7 7.5 7.0

I am satisfied with NAWMA’s Resource Recovery Centre

- - - 7.9 7.8 8.1 8.0 7.5 8.4

1.2.3 City infrastructure

Mean score

2010 (n~390)

2011 (n~400)

2012 (n~575)

2013 (n~579)

2013

Male (n~289)

Female (n~290)

Age 40 or

under (n~233)

Age 41 to 60 (n~206)


Footpaths are well maintained 5.4 5.2 5.6 5.6 5.5 5.7 5.8 5.3 5.7 The street lighting is adequate 6.4 6.4 6.6 6.5 6.3 6.7 6.3 6.2 7.2 Storm water drainage in your street is adequately maintained

6.7 6.4 6.7 6.6 6.8 6.5 6.9 6.2 6.8

The local streets are well maintained 5.7 5.5 6.0 5.9 5.8 6.0 6.1 5.6 6.1 The rural roads are well maintained - 5.9 5.6 5.7 5.5 5.8 5.8 5.4 5.8


―33


Statistically significant differences – Q11 Differences by age

Residents aged 61 and older were more likely than younger residents to agree that:

• the City of Playford is well presented

• verges are well maintained

• local streets are well maintained

• rural roads are well maintained

• the provision and maintenance of bicycle paths is excellent


• the appearance of the City of Playford is pleasant

• the street lighting is adequate

• they feel safe in the City of Playford Those aged under 40 were statistically less likely to agree that:

• the area is well presented

• the appearance of the City of Playford is very pleasant

• the street lighting is adequate (those aged 41-60 were also less likely than older residents to agree)

• they feel safe in the City of Playford


Residents who are not currently working were more likely to agree that:

• the City of Playford is well presented

• verges are well maintained

• the provision and maintenance of bicycle paths is excellent


• the appearance of the City of Playford is very pleasant

• street lighting is adequate

• they feel safe in the City of Playford

Differences by Ward

Residents in Ward 1 were more likely to agree that the provision and maintenance of bicycle paths is excellent. Residents in Ward 2 were statistically less likely to agree that parks and gardens are well maintained. Residents in Ward 6 were more likely to agree than residents in other Wards that the street lighting is adequate.


―34


Statistically significant differences – Q12 Differences by age

Residents aged 61+ were more likely than younger residents to agree that:

• they are satisfied with the kerbside garbage collection service

• ovals and sporting groups are well maintained


• Council supports a range of community groups and programs in Playford


• playgrounds are well maintained

• Council is environmentally responsible

• they are satisfied with NAWMA’s Resource Recovery Centre Those aged 41-60 were less satisfied than the other two age groups when looking at the collection of hard waste and were more inclined to agree that illegal dumping is an issue in the Playford area. This segment of residents was also less likely to agree that Council supports a range of community groups and programs in Playford. Younger residents of the Playford area were less likely than older residents to agree that graffiti and vandalism control is effective, playgrounds are well maintained and that Council is environmentally responsible.



• they are satisfied with the kerbside garbage collection service

• they are satisfied with the hard waste collection service

• ovals and sporting grounds are well maintained


• Council supports a range of community groups and programs


• playgrounds are well maintained

• the Council is environmentally responsible

Differences by Ward

Residents in Ward 1 were more likely to agree that illegal dumping is an issue in the area, when compared to residents in other Wards. Those in Ward 2 were less likely to agree with this statement. Ward 5 residents were most likely to agree that Council supports a range of local sporting clubs. Residents in Ward 4 were those most likely to agree that playgrounds are well maintained. Residents in Ward 2 were less likely to agree with this statement.


―35

The following statements are about the Council. Using the same 0 to 10 scale, how much do you agree or

disagree with these statements...? (Q13)

1.2.4 Organisational excellence

Communications

Mean score

2010 (n~365)

2011 (n~543)

2012 (n~586)

2013 (n~582)

2013

Male (n~290)

Female (n~292)

Age 40 or

under (n~232)

Age 41 to 60 (n~205)


The Council's goals and vision are clear and communicated to residents

6.2 5.9 6.2 6.3 6.1 6.5 6.2 6.1 6.8

The Council communicates well with its residents

6.0 6.2 6.0 6.1 5.9 6.3 6.0 5.9 6.5

Government & strategy

Mean score

2010 (n~320)

2011 (n~498)

2012 (n~532)

2013 (n~547)

2013

Male (n~276)

Female (n~271)

Age 40 or

under (n~216)

Age 41 to 60 (n~196)


The Council is responsive to community needs

6.3 6.3 6.2 6.2 6.0 6.4 6.2 6.0 6.5

The Council invites residents to participate in decision-making

5.0 5.7 5.9 5.9 5.5 6.3 6.1 5.6 5.9

The Council is open and accountable to the community

5.5 6.4 6.2 6.3 5.9 6.7 6.4 5.9 6.6


5.5 5.4 5.1 5.5 5.4 5.6 5.7 5.2 5.8

The Council plans for the future 5.6 6.8 6.7 6.7 6.5 6.9 6.9 6.3 6.9 Elected Council members do their job of representing my views well

6.1 5.5 5.7 5.8 5.6 6.1 6.0 5.4 6.2

Statistically significant differences Differences over time

In 2013, there are fewer residents who disagree that the Council provides value for money in return for the rates they pay each year.

Differences by age

Residents aged 61 or older were more likely than younger residents to agree that:

• Council’s goals and vision are clear and communicated to residents

• Council communicates well with its residents

• Council is responsive to community needs




• Council's goals and vision are clear and communicated to residents

• Council communicates well with its residents

• Council is responsive to community needs

• Council invites residents to participate in decision-making


• Council plans for the future

• elected Council members do their job of representing my views well


―36

The following statements are about the Council. Using the same 0 to 10 scale, how much do you agree or

disagree with these statements...? (Q13) continued

Statistically significant differences continued

Differences by gender

Female residents were more likely than males to agree that Council invites residents to participate in decision-making and that Council is open and accountable to the community


―37

1.3 Resident Satisfaction

1.3.1 Overall Satisfaction

Taking everything into account, could you give me a rating for your overall satisfaction with the Council?

Please give a score between 0 and 10, where 0 is the lowest and 10 is the highest possible score* (Q22)

To allow comparison with previous years, the 0-10 scale used in 2012 was multiplied by 10 so results were consistent.

Mean score

2010 (n=398)

2011 (n=604)

2012 (n=598)

2013 (n=602)

2013

Male (n=300)

Female (n=302)

Age 40 or

under (n=240)

Age 41 to 60 (n=212)


Overall satisfaction with Council

71 70 68 68 67 70 68 66 72

Satisfaction over the years

69 72 75 72 73 74 74 71 70 68 68

0

20

40

60

80

100

2001 2002 2003 2004 2005 2007 2009 2010 2011 2012 2013

Ave

rag

e

Satisfaction by Ward - 2013

68 69 68 69 68 68 68

0

20

40

60

80

100

Total(n=602)

Ward 1(n=100)

Ward 2(n=101)

Ward 3(n=101)

Ward 4(n=100)

Ward 5(n=100)

Ward 6(n=100)

% re

spo

nse


―38

Overall, how satisfied or dissatisfied are you with Council's performance? Would you say you are...?

(Q23)

67.7 68.8 69.4 69.2

0

20

40

60

80

100





% T

2B re

spo

nse

2013

12 12 9 1019 12 9

57 6155 60 45 57 63

18 14 26 18 22 1217

9 9 9 7 10 129

4 41 5 4

62

0

20

40

60

80

100

Total(n=600)

Ward 1(n=100)

Ward 2(n=101)

Ward 3(n=101)

Ward 4(n=100)

Ward 5(n=98)

Ward 6(n=100)

% re

spo

nse

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied Statistically significant differences Differences by age Residents aged 61+ were more likely than younger residents to be satisfied overall with Council’s performance


―39

Reasons for dissatisfaction

The reasons of satisfaction were also compared against benchmark data collected from other Local Government projects. Why are you dissatisfied with Council's performance overall? (Q24)

% response

Playford Benchmark data (n=144)

2012 (n=64)

2013 (n=78)

Poor maintenance of parks/verges/reserves/litter/broken glass/dying grass/plants/ overhanging trees

6 22 24

Footpaths/poorly maintained/lack of/none on either side of the road for years 11 19 10 High council rates/poor value for money/regardless of property value/increased for business/ vacant blocks

42 18 24

Poor response time/need to follow Council up/no action taken 11 13 7 Roads/poorly maintained/designed/flood 13 12 5 Communication/poor/don't keep us informed/no information/feedback provided regarding issues/complaints

11 10 3

Don't do anything/enough/only the bare minimum/all talk no action 11 8 10 Distribution of resources/should do so more effectively/unequal/given to newer areas for maintenance/older/rural areas forgotten

28 8 3

Don't spend money wisely/waste on executive pay packets/poor decision making/travel/overseas trips/rock concerts

6 6 18

Poor financial management/debt council is in/too high/affects completion of projects/selling off land

- 6 9

Green waste/shouldn't have to pay for collection/not collected regularly enough 2 6 - Don't listen to the community/not consulted on key issues which affect us 9 5 7 Parking/inadequate/especially around schools/hospitals - 5 3 Waste removal not available/frequently enough - 4 3 Will not accept responsibility for trees/removal/pruning/trees not replaced - 4 3 Street lighting/lacking/poorly maintained 5 4 2 Double standards/conflict of interest/inconsistent rules/only affects certain groups of people - 4 3 Storm water/poor drainage/floods/leaves a mess 6 4 - Rubbish bins/split bin system are too small/taken too long to update system - 3 2 Overall maintenance/presentation of area/poor 8 3 - Graffiti issue not addressed/graffiti not removed - 3 - Money orientated development/no regard for environment/or existing residents/should not develop farm land into residential zone

- 3 -

Unnecessary removal of trees/roses/replacing with unsightly plants/shrubs 3 1 - Street cleaning not often enough/should be done after rubbish collection not before - 1 2 Neighbour disputes/issues not resolved 2 1 1 Don't collect all the rubbish/green waste/hard refuse 3 1 3 Public toilets/not cleaned/lacking in parks - 1 1 Customer service/poor/unhelpful/rude - 1 3 Laws too strict/land usage more flexibility on percentage/dogs regulations - 1 1 Lack of community focus from EMs/bickering/ineffective decision making/focus on wrong things/lack of transparency

- 1 6

Not informed about road works occurring in Modbury Heights/have made a mess/noisy - 1 1 Involvement within the community is lacking/don't do much for the area/lack of support/ funding

2 1 1

Council have become too bureaucratic 2 1 3 Dealing with council have been less than satisfactory - 1 1 Public services/facilities provided by council are being closed down/lacking 5 1 - Lack of infrastructure/facilities for planned developing areas - 1 - Too much high density housing/no back yards for children to play in - 1 - Animal control/stray cats/council should collect once trapped - 1 - Parks lacking in this area - 1 - Area is too large for one council/not enough balance/a lot of disadvantaged people - 1 - High level of crime/nowhere safe for families to relax - 1 -

Base: Respondents who answered ‘very dissatisfied or dissatisfied’ at Q23


―40

1.3.2 Reputation of the City of Playford

The Council wants to better understand how the City of Playford is perceived by the wider community.

Please give a score between 0 and 10, where 0 is the lowest and 10 is the highest possible score for how

you feel people outside the area perceive the City of Playford? And, as a resident, what rating would you

give? (Q25)

4.8 4.8 4.5 4.6 4.5 4.6 4.4 4.5 5.0

0

1

2

3

4

5

6

7

8

9

10

2010(n=383)

2011(n=572)

2012(n=564)

2013(n=584)

Male(n=291)

Female(n=293)

Age 40 orunder

(n=233)

Age 41 to60

(n=207)

Age 61 ormore

(n=144)

2013

People outside the City of Playford

Mea

n s

core

(sca

le 0

-10)

7.4 7.2 7.0 7.0 6.9 7.0 6.8 6.8 7.5

0

1

2

3

4

5

6

7

8

9

10

2010(n=403)

2011(n=601)

2012(n=600)

2013(n=602)

Male(n=300)

Female(n=302)

Age 40 orunder

(n=240)

Age 41 to60

(n=212)

Age 61 ormore

(n=150)

2013

You as a resident of the City of Playford

Mea

n s

core

(sca

le 0

-10)


―41

1.3.3 Intentions to Stay in the City of Playford

Do you intend to continue to live in the City of Playford area for the next 10 years or do you intend to

move to another area? (Q26)

74

19

7

Live in the City of Playford

Move to other area

Don't know

% response 2013 (n=602)

% response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)


Age 41 to 60 (n=212)


Live in the City of Playford 77 78 75 74 76 72 62 79 86 Move to other area 16 15 17 19 17 21 30 12 9 Don't know 7 8 8 7 7 8 8 8 5

Note: ‘Don’t know’ responses have been included for tracking purposes so results may differ from the 2012 Topline Report

2013

74 66 73 71 77 82 74

19 27 18 20 17 1318

7 7 9 9 6 5 8

0

20

40

60

80

100

Total(n=602)

Ward 1(n=100)

Ward 2(n=101)

Ward 3(n=101)

Ward 4(n=100)

Ward 5(n=100)

Ward 6(n=100)

% re

spo

nse

Live in the City of Playford Move to other area Don't know


―42

Statistically significant differences Differences by age Those aged 41+ were more likely to stay in the Playford area, whereas younger residents (under 40 years) were statistically more likely to move to another area.


Residents who are not currently working were more likely to state that they intend to stay living in the City of Playford when compared to those who are currently in employment.

Differences by Ward Residents from Ward 5 were the ones most likely to continue living in the City of Playford. Those in Ward 1 were statistically less likely to continue living there.


―43

What is the main reason why you intend to move out of the City of Playford area in the future? (Q27)

% response

2012 (n=102)

2013 (n=112)

2013

Male (n=50)

Female (n=62)


Age 41 to 60 (n=26)


Work reasons/to move closer/where the work is 25 26 26 26 36 12 - Would like more property/space/lots are too small here/ moving to the country

10 17 16 18 15 12 36

Lifestyle change/downsizing/sea change/moving interstate/ overseas

17 13 14 11 8 23 14

Family reasons/want to be closer to family 11 12 2 19 11 12 14 Don't feel safe/crime rate/gangs in area/street racing 15 11 8 13 8 15 14 Demographic of area/rough/feral/lower class/Housing SA tenants/poverty/unemployment

4 11 14 8 11 8 14

To be closer to the City/Playford is too far away/takes too long on public transport

5 9 12 6 11 8 -

Looking to retire/move to a retirement village/new area 4 4 10 - - 4 29 Better schooling options/in other areas 3 4 6 2 6 - - Want to raise my children in a nicer environment - 4 2 5 6 - - Increase in new development/area becoming too built up/high density housing

2 3 4 2 - 12 -

Roads/very poor/not maintained/inappropriate speed limits/ need upgrading

- 3 6 - 1 4 7

Council support/services/lacking 3 2 4 - 1 - 7 Council difficult to deal with/stuck in their set ways/don't listen to residents

1 2 4 - 1 4 -

Maintenance of council area/poor/better in other areas 6 1 2 - - 4 - Rates/too high/for commercial properties/keep increasing but council services are not improving

4 1 - 2 1 - -

Not clean/too much litter - 1 - 2 1 - - Street parking/roads are too narrow/can only park on one side

- 1 - 2 1 - -

Poor public transport - 1 2 - 1 - - To be closer to more dining/recreational facilities - 1 2 - 1 - - Residents don't have pride in their properties/poorly maintained

- 1 2 - - 4 -

Noise levels/live near a hotel - 1 - 2 1 - - Closer to place of study/university - 1 2 - 1 - - For better quality housing - 1 2 - 1 - -

Base: Respondents who answered ‘move to another area’ at Q26; please interpret results with caution due to small sample size


―44

1.3.4 Employment opportunities in the City of Playford

Do you feel there are adequate employment opportunities within the City of Playford? (Q28)

37

46

17

Yes

No

Don't know

% response 2013 (n=602)

46 40 37 39 3545

34 28

3535 46 46 46

4053

47

19 25 17 15 18 15 1325

0

20

40

60

80

100

2011(n=607)

2012(n=600)

2013(n=602)

Male(n=300)

Female(n=302)

Age 40 orunder

(n=240)

Age 41 to60 (n=212)

Age 61 ormore

(n=150)

2013

% re

spo

nse

Yes No Don't know Note: ‘Don’t know’ responses have been included for tracking purposes so results may differ from the 2012 Topline Report

Statistically significant differences Differences over time There were a higher proportion of residents in 2013 when compared to 2012 who believe that there are not adequate employment opportunities in the City of Playford. Differences by age Those aged under 40 were more likely to believe that there are adequate employment opportunities within the City of Playford. Residents aged between 41 and 60 were more likely to state that there are not adequate employment opportunities in the area. Differences by employment status (working vs non-working) Residents who are currently working were more likely to agree that there are adequate employment opportunities in the Playford area, when compared to those who are not currently working.


―45

Do you work in the City of Playford area? (Q30)

3763

Yes

No

% response 2013 (n=299)

38 37 3442 38 35

64

62 63 6658 63 65

36

0

20

40

60

80

100

2012(n=296)

2013(n=299)

Male(n=163)

Female(n=136)

Age 40 orunder

(n=152)

Age 41 to 60(n=133)

Age 61 ormore

(n=14)

% re

spo

nse

Yes No Base: Respondents who answered ‘currently working’ at Q29

Note: Please interpret results with caution due to small sample size

How long does it take to travel to your workplace? (Q31)

Average minutes 2013

Total (n=299)

Ward 1 (n=61)

Ward 2 (n=47)

Ward 3 (n=71)

Ward 4 (n=33)

Ward 5 (n=23)

Ward 6 (n=64)

32 31 33 36 37 23 28

Base: Respondents who answered ‘currently working’ at Q29


―46

1.4 Customer Experience

Have you had to deal with the Council at any time in the last twelve months? (Q17)

48%

52%

2013 (n=602)

Yes

No

% response

2010 (n=402)

2011 (n=607)

2012 (n=600)

2013 (n=602)

2013

Male (n=300)

Female (n=302)


Age 41 to 60 (n=212)


Yes 36 42 45 48 43 52 46 51 47 No 64 58 55 52 56 48 54 49 53 Don’t know - 0 0 0 0 - - - 1


Statistically significant differences Differences by gender

Female residents were more likely than males to have dealt with Council in the past 12 months. Taking into account your dealing(s) with the Council, and using the same 0 to 10 scale as before, to what

extent do you agree or disagree with the following statements...? (Q18)

Mean score (0-10)

2010 (n~145)

2011 (n~248)

2012 (n~268)

2013 (n~278)

2013

Male (n~126)

Female (n~153)

Age 40 or

under (n~106)

Age 41 to 60 (n~105)


City of Playford staff are helpful and pleasant

7.7 7.8 7.9 7.6 7.3 7.9 7.6 7.5 7.9

City of Playford staff always provide prompt service

7.3 7.1 7.2 7.2 6.8 7.6 7.3 6.9 7.5

City of Playford provides quality services and programs*

- - - 6.9 6.6 7.2 7.1 6.7 7.0

City of Playford staff provide a consistent level of service*

- - - 7.0 6.8 7.2 7.0 7.0 7.1

City of Playford staff follow through on my requests*

- - - 6.9 6.3 7.4 7.0 6.6 7.1

Base: Respondents who answered ‘yes’ at Q17

*attributes first introduced in 2013


―47

How did you contact the Council? (Q19)

% response

2010 (n=141)

2011 (n=247)

2012 (n=269)

2013 (n=288)

2013

Male (n=130)

Female (n=158)


Age 41 to 60 (n=108)


Phone 59 56 74 68 70 66 69 61 77 Face to face 31 36 44 50 48 51 47 53 49 Email 4 3 13 12 13 11 13 17 3 Letter 4 2 4 6 8 4 6 5 9 Website - - 1 1 3 - 1 3 - Community forum 1 1 2 0 - 1 1 - -


Note: 0% represents n=1

How would you rate your overall satisfaction with the Council's level of customer service? Would you

be... (Q20)

Mean score

2010 (n=137)

2011 (n=237)

2012 (n=269)

2013 (n=288)

2013

Male (n=130)

Female (n=158)

Age 40 or

under (n=110)

Age 41 to 60 (n=108)


Overall satisfaction with Council's level of customer service

3.6 3.8 4.0 3.9 3.7 4.1 4.0 3.9 4.0

Note: Excluding ‘don’t know’ responses for purpose of averaging results

2013:

36 28 2849 41 40

30

4146 53

3226

4447

10 913 8

11

99

7 94 6

112 9

6 72

6 114

5

0

20

40

60

80

100

Total(n=288)

Ward 1(n=54)

Ward 2(n=47)

Ward 3(n=53)

Ward 4(n=46)

Ward 5(n=45)

Ward 6(n=43)

% re

spo

nse

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied


Statistically significant differences Differences by gender

Female residents were more likely to be satisfied with Council’s overall level of customer service.


―48

1.5 Council Communications

1.5.1 Sources of Information

Where do you usually get information on what is happening at the Council and in the City of Playford?

(Q34)

First mentioned % response

2010 (n=403)

2011 (n=607)

2012 (n=600)

2013 (n=602)

Local paper/Messenger/One Tree Hill news - - 27 27 Brochure/leaflets delivered to your home 39 34 29 24 Website 5 6 10 15 Council Newsletter 'North is Up' 11 16 10 14 Word of mouth/friends/family 11 5 5 5 Library/community section/history centre/staff/message boards/leaflets - - - 3 Don't obtain/receive any information 5 5 4 2 Correspondence with Councillors - 2 1 1 Council office/chambers/phone/face-to-face - - 1 1 Newspaper ad * 22 27 5 1 Playford Alive newsletter - - 1 1 Community boards/bulletin boards/signs/posters - - 3 1 Rates notice 2 1 1 1 Television - - 1 1 Face-to-face at mobile information stands in public places 1 1 1 0 Email 1 0 0 0 Radio - - 1 0 Local newsletter/'The Grapevine' - - 0 0 Civic centre - - - 0 Telephone enquiry line 0 0 1 0 Mobile phone or SMS - - 0 0 Council newsletter - - 0 0 Other community facilities/brochures - - 1 0 Social media/Facebook/advertisements - - - 0 The Bunyip newsletter - - - 0 Via my workplace/work in a support agency - - - 0 Don't know - - - 0

Note: 0% represents n=3 or less *Local papers such as the Messenger and One Three Hill News were separated from ‘newspaper ad’ as their awareness was direct and unprompted.

Where more vague ‘newspaper’ response was mentioned, this was coded as ‘newspaper ad’.

Statistically significant differences Differences over time Residents in 2013 were found to have a higher recall of using the Council Newsletter ‘North is Up’ and Council’s website as places they would go to find information about Council. Differences by age Those aged under 40 were more likely than older generations to cite the website. Older residents above 61 were more likely to cite the newsletter 'North is Up’ and the local Messenger newspaper. Differences by employment status (working vs non-working) Residents who are currently working were more likely to find information through the website than those who aren’t working.


―49

Where do you usually get information on what is happening at the Council and in the City of Playford?

(Q34) Where else do you get information? (Q35)

All mentioned

% response

2010

(n=403)

2011

(n=607)

2012

(n=600)

2013

(n=602)

2013

Male

(n=300)

Female

(n=302)

Age 40

or under

(n=240)

Age 41

to 60

(n=212)

Age 61

or more

(n=150)

Local paper/Messenger/One Tree Hill news - - 44 46 45 46 33 51 59

Brochure/leaflets delivered to your home 52 54 49 43 42 43 43 43 41

Council Newsletter 'North is Up' 22 29 16 25 24 25 20 25 33

Website 8 11 17 23 23 24 38 21 4

Word of mouth/friends/family 21 11 12 13 12 14 12 10 19

Library/community section/history centre/staff/

message boards/leaflets - - 1 8 8 9 8 9 7

Face-to-face at mobile information stands in

public places 2 2 3 6 7 6 5 8 8

Community boards/bulletin boards/signs/posters - - 12 4 3 5 6 3 3

Newspaper ad * 44 46 7 3 4 3 2 3 7

Television - - 4 3 4 3 3 4 3

Correspondence with Councillors - 8 5 3 4 3 1 3 7

Council office/chambers/phone/face-to-face - - 3 3 4 2 3 3 1

Don't obtain/receive any information 37 33 4 2 3 2 3 2 1

Playford Alive newsletter - - 1 2 2 3 3 1 3

Rates notice 4 2 2 2 2 2 3 2 1

Newspapers/The Advertiser/Sunday mail - - 1 2 3 1 1 1 3

Telephone enquiry line 2 2 2 2 2 1 1 2 1

Radio - - 1 1 2 1 1 2 1

Local newsletter/'The Grapevine' - - 1 1 1 1 0 2 1

Email 1 1 1 1 0 2 2 1 -

Social media/Facebook/advertisements - - 0 1 0 1 2 - -

The Bunyip newsletter - - 0 1 1 1 0 1 1

Other community facilities/brochures - - 4 1 0 1 1 - 1

Council newsletter - - 2 0 0 0 0 - 1

School/newsletters - - 1 0 - 1 1 - -

Civic centre - - - 0 0 0 0 - 1

Grenville Community Connections Hub - - - 0 1 - - - 1

Mobile phone or SMS 0 0 0 0 0 - - - 1

Via my workplace/work in a support agency - - - 0 - 0 0 - -

Received phone calls - - - 0 - 0 - 0 -

Don't know - - - 0 - 0 - 0 -

Note: 0% represents n=2 or less *Local papers such as the Messenger and One Three Hill News were separated from ‘newspaper ad’ as their awareness was direct and unprompted.

Where more vague ‘newspaper’ response was mentioned, this was coded as ‘newspaper ad’.


―50

Where do you usually get information on what is happening at the Council and in the City of Playford? (Q34)

Where else do you get information? (Q35) continued

% response

Total (n=602)

Ward 1 (n=100)

Ward 2 (n=101)

Ward 3 (n=101)

Ward 4 (n=100)

Ward 5 (n=100)

Ward 6 (n=100)

Local paper/Messenger/One Tree Hill news 46 31 41 45 48 57 54 Brochure/leaflets delivered to your home 43 42 50 39 43 34 48 Council Newsletter 'North is Up' 25 19 23 26 28 35 18 Website 23 28 30 26 22 11 24 Word of mouth/friends/family 13 14 10 14 14 12 13 Library/community section/history centre/staff/message boards/leaflets

8 8 9 8 11 6 8

Face-to-face at mobile information stands in public places

6 7 9 4 8 7 4

Community boards/bulletin boards/signs/posters 4 4 5 1 8 3 4 Newspaper ad 3 3 2 2 3 6 5 Television 3 1 6 2 4 3 5 Correspondence with Councillors 3 1 4 4 5 2 4 Council office/chambers/phone/face-to-face 3 3 2 2 3 4 2 Don't obtain/receive any information 2 2 1 5 1 4 2 Playford Alive newsletter 2 4 1 1 2 2 4 Rates notice 2 3 2 2 2 - 3 Newspapers/The Advertiser/Sunday mail 2 - 5 1 1 - 4 Telephone enquiry line 2 2 2 2 2 2 - Radio 1 1 1 1 2 1 1 Local newsletter/'The Grapevine' 1 1 - 6 - - - Email 1 1 2 3 - - - Social media/Facebook/advertisements 1 2 1 - 1 1 - The Bunyip newsletter 1 - - 4 1 - - Other community facilities/brochures 1 2 - - - 2 - Council newsletter 0 - - - - 1 1 School/newsletters 0 1 - - 1 - - Civic centre 0 - - 1 - - 1 Grenville Community Connections Hub 0 - - - - 1 1 Mobile phone or SMS 0 - - - - 1 - Via my workplace/work in a support agency 0 - - - - 1 - Received phone calls 0 - - 1 - - - Don't know 0 - - - 1 - -



―51

1.5.2 Awareness and Readership of North is Up

Are you aware of the Council's community newsletter, North Is Up? (Q36)

69

31

Yes

No

% response 2013 (n=597)

% response

2012 (n=592)

2013 (n=597)

2013

Male (n=298)

Female (n=299)


Age 41 to 60 (n=210)


Yes 63 69 69 68 67 67 74 No 37 31 31 32 33 33 26

% response

Total (n=597)

Ward 1 (n=100)

Ward 2 (n=98)

Ward 3 (n=101)

Ward 4 (n=99)

Ward 5 (n=100)

Ward 6 (n=99)

Yes 69 68 78 65 71 71 61 No 31 32 22 35 29 29 39

Statistically significant differences Differences over time Awareness of Council’s community newsletter ‘North is Up’ has seen an increase since 2012.


―52

Do you read North Is Up? (Q37)

84

16

Yes

No

% response 2013 (n=411)

84 84 85 84 7687 94

16 16 15 1624

13 6

0

20

40

60

80

100

2012(n=374)

2013(n=411)

Male(n=207)

Female(n=204)

Age 40 orunder

(n=159)

Age 41 to60 (n=141)

Age 61 ormore

(n=111)

2013

% re

spo

nse

Yes No

2013

84 85 83 82 83 87 87

16 15 17 18 17 13 13

0

20

40

60

80

100

Total(n=411)

Ward 1(n=68)

Ward 2(n=76)

Ward 3(n=66)

Ward 4(n=70)

Ward 5(n=71)

Ward 6(n=60)

% re

spo

nse

Yes No Base: Respondents who said ‘yes’ at Q36

Statistically significant differences Differences by age Readership of Councils newsletter ‘North Is Up’ is generally higher among residents aged 61 and older.


―53

1.6 Satisfaction with specific aspects of the Playford Alive project

Residents living in wards 1, 2 and 4 were asked just 2 questions regarding the Playford Alive project.

1.6.1 Satisfaction with specific aspects

Overall how satisfied are you with the... (Q33)

2533

14 12

5555

53 58

107

10 11

9 4

19 15

1 24 4

0

20

40

60

80

100

2012 (n=296) 2013 (n=300) 2012 (n=299) 2013 (n=299)

Standard of public open space in your area Standard of streetscapes in your area(including footpaths, roads, lights, verges, etc)

% re

spo

nse


Statistically significant differences Differences over time Since 2012 there has been a statistically significant increase noted in resident satisfaction with the standard of public open space in the area.


―54

1.7 Community Wellbeing

City of Playford residents were asked to rate their level of satisfaction with a number of aspects of their lives using

a 0 to 10 scale used (very dissatisfied-very satisfied). Satisfaction with almost all these aspects were rated high

among residents.

How satisfied are you with the following aspects of your life...? (Q38)

2013

7.5 7.5 7.8 7.9 8.57.2 7.7

6.8

0

1

2

3

4

5

6

7

8

9

10


Your health(n=601)


Youroccupation

(n=550)


(n=592)




(n=598)

Mea

n s

core

(sca

le 0

-10)

Mean score (0-10)

2012 (n~538)

2013 (n~553)

2013

Male (n~277)

Female (n~277)

Age 40 or under (n~227)

Age 41 to 60

(n~201)


Your work/life balance 7.4 7.5 7.4 7.6 7.4 7.7 6.4 Your health 7.6 7.5 7.5 7.5 7.6 7.3 7.7 Your standard of living 8.0 7.8 7.9 7.8 7.8 7.7 8.0 Your occupation 7.8 7.9 7.8 7.9 7.7 7.7 8.5 Your personal relationships 8.6 8.5 8.3 8.6 8.5 8.3 8.7 Your future financial security 7.4 7.2 7.2 7.1 6.9 7.2 7.7 What you are achieving in life 7.7 7.7 7.6 7.7 7.7 7.4 8.0 Feeling part of the community 6.6 6.8 6.7 6.8 6.6 6.4 7.5


―55

How satisfied are you with the following aspects of your life...? (Q38) continued

The 0 to 10 satisfaction scale was later converted into a regular satisfaction scale: 2013

29 31 3543

60

29 3419

55 5256 44

32

4952

55

9 95 6 4

117

12

6 6 4 5 3 8 511

1 2 2 2 3 2 3

0

20

40

60

80

100


Your health(n=601)


Youroccupation

(n=550)


(n=592)




(n=598)

% re

spo

nse


Statistically significant differences Differences by age Residents aged 61+ were more likely than younger residents under 40 to be satisfied with their future financial security. Those aged 41-60 were generally less likely to feel satisfied with feeling part of their community, whereas residents over 60 were more satisfied with this dimension of their life. Differences by employment status (working vs non-working) Residents who are currently working were more likely than residents who are not currently working to be satisfied with their health. Those not in employment were more likely to agree that they feel part of the community. Differences by Ward Residents from Ward 3 were the ones most likely to be satisfied overall with their health, standard of living, personal relationships, future financial security, what they are achieving in life and with life overall.


―56

With all these things considered, how satisfied are you with your life overall? (Q39)

47 42 39 46 4332

56

48 49 5247 48

59

39

3 4 4 4 6 3 13 4 5 2 3 5 41 1 1 1

0

20

40

60

80

100

2012(n=594)

2013(n=602)

Male(n=300)

Female(n=302)

Age 40 orunder

(n=240)

Age 41 to 60(n=212)

Age 61 ormore

(n=150)

2013

% re

spo

nse


2013

8.2 8.0 8.0 8.1 8.0 7.8 8.5

0

1

2

3

4

5

6

7

8

9

10

2012(n=594)

2013(n=602)

Male(n=300)

Female(n=302)

Age 40 orunder

(n=240)

Age 41 to 60(n=212)

Age 61 ormore

(n=150)

2013

Mea

n s

core

(sca

le 0

-10)

8.0 8.2 7.88.5

7.6 8.1 8.1

0

1

2

3

4

5

6

7

8

9

10

Total (n=602) Ward 1(n=100)

Ward 2(n=101)

Ward 3(n=101)

Ward 4(n=100)

Ward 5(n=100)

Ward 6(n=100)

Mea

n s

core

(sca

le 0

-10)


―57

1.8 Demographics

2013 Age group: (Q5)

% response

Total (n=602)

Male (n=300)

Female (n=302)

20 or under 3 3 2 21 to 30 12 9 16 31 to 40 25 14 35 41 to 50 13 17 10 51 to 60 22 26 17 61 or more 25 30 20

Suburb: (Q6)

% response

Total (n=602)

Male (n=300)

Female (n=302)


Age 41 to 60

(n=212)


Craigmore 14 14 13 20 13 5 Hillbank 11 15 7 6 15 13 Andrews Farm 8 4 11 16 4 - Davoren Park 7 11 2 4 8 9 Elizabeth Vale 6 6 7 3 5 15 Blakeview 5 3 7 9 3 3 One Tree Hill 5 4 6 4 7 3 Elizabeth Downs 5 7 4 4 8 5 Elizabeth Park 4 4 5 4 5 4 Elizabeth South 4 2 6 2 3 9 Elizabeth East 4 4 5 3 4 8 Elizabeth Grove 3 3 3 3 3 4 Elizabeth North 3 3 3 3 3 4 Elizabeth 3 1 4 2 3 4 Munno Para West 2 2 2 4 1 1 Smithfield 2 1 3 4 0 1 Smithfield Plains 2 2 2 3 2 1 Munno Para 2 2 2 2 2 1 Virginia 1 2 1 1 0 3 Angle Vale 1 2 1 1 1 1 Uleybury 1 2 1 - 2 1 Yattalunga 1 0 2 1 2 - Biberinga 1 1 1 1 0 1 Humbug Scrub 1 1 0 - 1 1 Penfield 1 1 1 - 0 2 Munno Para Downs 0 1 0 - 1 - MacDonald Park 0 0 0 - 1 - Penfield Gardens 0 0 0 0 - 1 Gould Creek 0 - 1 - 1 -



―58

Ward: (Q7)

% response

Total (n=602)

Male (n=300)

Female (n=302)


Age 41 to 60

(n=212)


Ward 1 17 14 19 26 12 7 Ward 2 17 16 17 23 15 9 Ward 3 17 16 18 17 22 10 Ward 4 17 20 13 13 17 21 Ward 5 17 13 20 9 14 33 Ward 6 17 20 13 12 20 19

Are you currently working? (Q29)

% response

Total (n=601)

Male (n=299)

Female (n=302)


Age 41 to 60

(n=212)


Yes, working full time 31 41 20 36 42 6 Yes, working part time 12 7 18 18 13 2 Yes, working on a casual basis 7 6 7 9 8 1 Not currently working 50 45 55 36 37 91

Gender (Q4)

% response

Total (n=602)


Age 41 to 60 (n=212)


Male 50 33 62 59 Female 50 67 38 41


―59

Appendix 2: The Questionnaire

Please note: the research instrument attached appears in a format used electronically with our CATI system and

as such is not formatted to presentation standards.

Version 1 - 4482_CoP_ResidentSatSurvey - Last modified:2/07/2013 1:35:56 PM

Version 1 4482_CoP_ResidentSatSurvey Last modified:2/07/2013 1:35:56 PM Q1. Good afternoon/evening. My name is ... from newfocus, a national research company. We are conducting

research on behalf of the City of Playford. Can I please speak to a person in the household aged 18 or over? The information you provide will be used for research purposes only and will remain completely confidential in compliance with the Privacy Act. This survey will take about 14 minutes and everyone who participates will go into the draw to winning one of 3 $100 shopping vouchers.

Q2. Are you willing to participate? Yes 1 No 2 End Q2

Q3. Just to confirm, which Council area do you live in? Playford 1 Other 2 End Q3

Q4. Record gender: Male 1 Female 2 Q4

Q5. Which age group do you fall into? READ OUT OPTIONS

20 or under 1 21 to 30 2 31 to 40 3 41 to 50 4 Q5 51 to 60 5 61 or more 6

Q6. Which suburb do you live in? Andrews Farm 1 Angle Vale 2 Blakeview 3 Buckland Park 4 Craigmore (west of Adams Rd) 5 Davoren Park 6 Elizabeth 7 Elizabeth Downs (north of Midway Rd) 8 Elizabeth East (north and north-west of Midway Rd) 9 Elizabeth Grove 10 Elizabeth North 11 Elizabeth Park 12 Elizabeth South 13 Elizabeth Vale 14 Elizabeth West 15 Hillbank 16 MacDonald Park 17 Munno Para 18 Munno Para Downs 19 Munno Para West 20 Q6 One Tree Hill 21 Penfield 22 Penfield Gardens 23 Smithfield 24


Smithfield Plains 25 Virginia 26 Waterloo Corner 27 Biberinga 29 Craigmore (east of Adams Rd and north of Yorktown Rd) 30 Evanston Park 31 Gould Creek 32 Humbug Scrub 33 Sampson Flat 34 Uleybury 35 Yattalunga 36 Elizabeth Downs (south of Midway Rd) 37 Edinburgh North 38 Craigmore (south of Yorktown Rd) 39 Elizabeth East (south and south-east of Midway Rd) 40

Q7. Record Ward: DO NOT ASK

Ward 1 1 Answer If Attribute "Andrews Farm" from Q6 is SELECTED OR Answer If Attribute "Angle Vale" from Q6 is SELECTED OR Answer If Attribute "Buckland Park" from Q6 is SELECTED OR Answer If Attribute "MacDonald Park" from Q6 is SELECTED OR Answer If Attribute "Munno Para Downs" from Q6 is SELECTED OR Answer If Attribute "Munno Para West" from Q6 is SELECTED OR Answer If Attribute "Penfield" from Q6 is SELECTED OR Answer If Attribute "Penfield Gardens" from Q6 is SELECTED OR Answer If Attribute "Smithfield Plains" from Q6 is SELECTED OR Answer If Attribute "Virginia" from Q6 is SELECTED OR Answer If Attribute "Waterloo Corner" from Q6 is SELECTED Ward 2 2 Answer If Attribute "Blakeview" from Q6 is SELECTED OR Answer If Attribute "Craigmore (west of Adams Rd)" from Q6 is SELECTED OR Answer If Attribute "Elizabeth Downs (north of Midway Rd)" from Q6 is SELECTED OR Answer If Attribute "Munno Para" from Q6 is SELECTED OR Answer If Attribute "Smithfield" from Q6 is SELECTED Ward 3 3 Answer If Attribute "Biberinga" from Q6 is SELECTED OR Answer If Attribute "Craigmore (east of Adams Rd and north of Yorktown Rd)" from Q6 is SELECTED OR Answer If Attribute "Evanston Park" from Q6 is SELECTED OR Answer If Attribute "Gould Creek" from Q6 is SELECTED OR Answer If Attribute "Humbug Scrub" from Q6 is SELECTED OR Answer If Attribute "Sampson Flat" from Q6 is SELECTED OR Answer If Attribute "Uleybury" from Q6 is SELECTED OR Answer If Attribute "Yattalunga" from Q6 is SELECTED OR Answer If Attribute "One Tree Hill" from Q6 is SELECTED Ward 4 4 Q7 Answer If Attribute "Davoren Park" from Q6 is SELECTED OR Answer If Attribute "Elizabeth Downs (south of Midway Rd)" from Q6 is SELECTED Answer If Attribute "Elizabeth East (north and north-west of Midway Rd)" from Q6 is SELECTED OR Answer If Attribute "Elizabeth North" from Q6 is SELECTED OR Answer If Attribute "Elizabeth Park" from Q6 is SELECTED OR Answer If Attribute "Edinburgh North" from Q6 is SELECTED OR Answer If Attribute "Elizabeth West" from Q6 is SELECTED Ward 5 5 Answer If Attribute "Elizabeth" from Q6 is SELECTED OR Answer If Attribute "Elizabeth Grove" from Q6 is SELECTED OR Answer If Attribute "Elizabeth South" from Q6 is SELECTED OR Answer If Attribute "Elizabeth Vale" from Q6 is SELECTED Ward 6 6 Answer If Attribute "Craigmore (south of Yorktown Rd)" from Q6 is SELECTED OR Answer If Attribute "Elizabeth East (south and south-east of Midway Rd)" from Q6 is SELECTED OR Answer If Attribute "Hillbank" from Q6 is SELECTED


Q8. For the purposes of this study it is important that you think only of activities that the Council is

responsible for and not confuse them with other providers' services. Q9. Firstly, can you tell me which services the Council provides to residents? UNPROMPTED, MULTIPLE RESPONSES

Australia Day 1 Q9_1 Bike paths and walking trails 2 Q9_2 Building approvals 3 Q9_3 Conservation programs 4 Q9_4 Disability services 5 Q9_5 Dog registration 6 Q9_6 Environmental 7 Q9_7 Environmental health 8 Q9_8 Family links worker 9 Q9_9 Food Co-ops 10 Q9_10 Footpaths 11 Q9_11 Greenwaste 12 Q9_12 Hard waste 13 Q9_13 Home assist 14 Q9_14 Immunisation service 15 Q9_15 Rubbish collection/kerbside garbage and recycling collection 16 Q9_16 Libraries (fixed not mobile) 17 Q9_17 Local family and history service 18 Q9_18 Management of the Council 19 Q9_19 Mobile library 20 Q9_20 'The North is UP' (newsletter) 21 Q9_21 NSS Northern Sound System 22 Q9_22 Ovals and sporting grounds 23 Q9_23 Overall look of the city 24 Q9_24 Parks and reserves 25 Q9_25 Planning approvals 26 Q9_26 Public seating 27 Q9_27 Public conveniences/toilets 28 Q9_28 Public lighting 29 Q9_29 Roads 30 Q9_30 Seniors programs 31 Q9_31 Special events 32 Q9_32 Street sweeping 34 Q9_33 Aquadome 35 Q9_34 Customer Service Centre 36 Q9_35 NAWMA's Resource Recovery Centre 37 Q9_36 Theatres 38 Q9_37 Tree Maintenance 39 Q9_38 Verge Maintenance 40 Q9_39 Youth Services 41 Q9_40 Zoning regulation 42 Q9_41 Don't know 999 Q9_42 Q9_O

Q10. And which services do you actually use? UNPROMPTED, MULTIPLE RESPONSES

Australia Day 1 Q10_1 Bike paths and walking trails 2 Q10_2 Building Approvals 3 Q10_3 Conservation programs 4 Q10_4 Disability services 5 Q10_5 Dog Registration 6 Q10_6 Environmental 7 Q10_7 Environmental health 8 Q10_8 Family Links worker 9 Q10_9 Food Co-ops 10 Q10_10


Footpaths 11 Q10_11 Greenwaste 12 Q10_12 Hard Waste 13 Q10_13 Home Assist 14 Q10_14 Immunisation Service 15 Q10_15 Rubbish collection/kerbside garbage and recycling collection 16 Q10_16 Libraries (fixed not mobile) 17 Q10_17 Local Family and History Service 18 Q10_18 Management of the Council 19 Q10_19 Mobile Library 20 Q10_20 'The North is UP' (newsletter) 21 Q10_21 NSS Northern Sound System 22 Q10_22 Ovals and sporting grounds 23 Q10_23 Overall look of the city 24 Q10_24 Parks and Reserves 25 Q10_25 Planning approvals 26 Q10_26 Public Seating 27 Q10_27 Public conveniences/toilets 28 Q10_28 Public lighting 29 Q10_29 Roads 30 Q10_30 Seniors Programs 31 Q10_31 Special events 32 Q10_32 Street Sweeping 34 Q10_33 Aquadome 35 Q10_34 Customer Service Centre 36 Q10_35 NAWMA's Resource Recovery Centre 37 Q10_36 Theatres 38 Q10_37 Tree Maintenance 39 Q10_38 Verge Maintenance 40 Q10_39 Youth Services 41 Q10_40 Zoning regulation 42 Q10_41 Don't know 999 Q10_42 Q10_O

Q1n13. How much do you agree that you get value for money for the services that you use? Strongly agree 5 Agree 4 Neither/nor 3 Disagree 2 Q1n13 Strongly disagree 1 Don't know 999

Q11. Now I am going to read some statements about the City of Playford and I want you to tell me how much

you agree or disagree with them,where10 means you strongly agree with the statement and 0 means you strongly disagree with it.

IF NEEDED PLEASE ADVISE: IT IS IMPORTANT TO DIFFERENTIATE THROUGHOUT THE SURVEY

BETWEEN THE CITY OF PLAYFORD AS A MUNICIPALITY AND THE CITY OF PLAYFORD AS AN ORGANISATION

Stro

ngly agree

9 8 7 6 5 4 3 2 1 Strongly disagree

Don't know

The City of Playford is well presented 10 9 8 7 6 5 4 3 2 1 11 999 Q11_1 Verges are well maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q11_2 The local streets are well maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q11_3 The rural roads are well maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q11_4 The streets are clean 10 9 8 7 6 5 4 3 2 1 11 999 Q11_5 Footpaths are well maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q11_6 The provision and maintenance of bicycle paths is excellent 10 9 8 7 6 5 4 3 2 1 11 999 Q11_7 Parks and gardens are well maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q11_8 The appearance of the City of Playford is very pleasant 10 9 8 7 6 5 4 3 2 1 11 999 Q11_9 The street lighting is adequate 10 9 8 7 6 5 4 3 2 1 11 999 Q11_10 I feel safe in the City of Playford 10 9 8 7 6 5 4 3 2 1 11 999 Q11_11


Q12. Using the same 10 to 0 scale, how much do you agree or disagree with these statements...? IF NEEDED PLEASE ADVISE: IT IS IMPORTANT TO DIFFERENTIATE THROUGHOUT THE SURVEY

BETWEEN THE CITY OF PLAYFORD AS A MUNICIPALITY AND THE CITY OF PLAYFORD AS AN ORGANISATION

Stro

ngly agree


Don't know

Storm water drainage in your street is adequately maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q12_1 I am satisfied with the kerbside garbage collection service 10 9 8 7 6 5 4 3 2 1 11 999 Q12_2 I am satisfied with the hard waste collection service 10 9 8 7 6 5 4 3 2 1 11 999 Q12_3 Illegal dumping is an issue in the Playford area 10 9 8 7 6 5 4 3 2 1 11 999 Q12_4 Ovals and sporting grounds are well maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q12_5 Council supports a range of local sporting clubs 10 9 8 7 6 5 4 3 2 1 11 999 Q12_6 Council supports a range of community groups and programs in

Playford 10 9 8 7 6 5 4 3 2 1 11 999 Q12_7

Graffiti and vandalism control is effective 10 9 8 7 6 5 4 3 2 1 11 999 Q12_8 Playgrounds are well maintained 10 9 8 7 6 5 4 3 2 1 11 999 Q12_9 The Council is environmentally responsible 10 9 8 7 6 5 4 3 2 1 11 999 Q12_10 I am satisfied with NAWMA's Resource Recovery Centre 10 9 8 7 6 5 4 3 2 1 11 999 Q12_11 I am satisfied with the City of Playford Library Services 10 9 8 7 6 5 4 3 2 1 11 999 Q12_12

Q13. The following statements are about the Council. Using the same scale, how much do you agree or

disagree with these statements...? READ STATEMENTS

Stro

ngly agree


Don't know

The Councilʼs goals and vision are clear and communicated to residents

10 9 8 7 6 5 4 3 2 1 11 999 Q13_1

The Council communicates well with its residents 10 9 8 7 6 5 4 3 2 1 11 999 Q13_2 The Council is responsive to community needs. 10 9 8 7 6 5 4 3 2 1 11 999 Q13_3 The Council invites residents to participate in decision-making 10 9 8 7 6 5 4 3 2 1 11 999 Q13_4 The Council is open and accountable to the community 10 9 8 7 6 5 4 3 2 1 11 999 Q13_5 The Council provides value for money in return for the rates I pay each

year 10 9 8 7 6 5 4 3 2 1 11 999 Q13_6

The Council plans for the future 10 9 8 7 6 5 4 3 2 1 11 999 Q13_7 Elected Council members do their job of representing my views well 10 9 8 7 6 5 4 3 2 1 11 999 Q13_8

Q17. Have you had to deal with the Council at any time in the last twelve months?

IF NEEDED, EXPLAIN THAT 'DEALING' MEANS RINGING UP COUNCIL, MAKING A PAYMENT IN PERSON,

LODGING A QUERY/COMPLAINT, ETC

Yes 1 No 2 Q17 Don't know/unsure 999


Q18. Taking into account your dealing(s) with the Council, and using the same 10 to 0 scale as before, to what

extent do you agree or disagree with the following statements...?

Answer If Attribute "Yes" from Q17 is SELECTED Stro

ngly agree


Don't know

City of Playford staff are helpful and pleasant 10 9 8 7 6 5 4 3 2 1 11 999 Q18_1 City of Playford staff always provide prompt service 10 9 8 7 6 5 4 3 2 1 11 999 Q18_2 City of Playford provides quality services and programs 10 9 8 7 6 5 4 3 2 1 11 999 Q18_3 City of Playford staff provide a consistent level of service 10 9 8 7 6 5 4 3 2 1 11 999 Q18_4 City of Playford staff follow through on my requests 10 9 8 7 6 5 4 3 2 1 11 999 Q18_5

Q19. How did you contact the Council?

Answer If Attribute "Yes" from Q17 is SELECTED

MULTIPLE RESPONSES. ONLY RECORD CHANNELS

Phone 1 Q19_1 Face to face 2 Q19_2 Email 3 Q19_3 Letter 4 Q19_4 Community forum 5 Q19_5 Q19_O

Q20. How would you rate your overall satisfaction with the Council's level of customer service? Would you be...

Answer If Attribute "Yes" from Q17 is SELECTED

READ SCALE

Very satisfied 5 Satisfied 4 Neither 3 Dissatisfied 2 Q20 Very dissatisfied 1 Don't know 999

Q22. Taking everything into account, could you give me a rating out of 10, for your overall satisfaction with the

Council? (10 is very satisfied down to 0 being very dissatisfied) ENCOURAGE A RESPONSE

10 10 9 9 8 8 7 7 6 6 5 5 4 4 Q22 3 3 2 2 1 1 0 11 Don't know 999


Q23. Overall, how satisfied or dissatisfied are you with Council's performance? Would you say you are...? READ SCALE

Very satisfied 5 Satisfied 4 Neither 3 Dissatisfied 2 Q23 Very dissatisfied 1 Don't know 999

Q24. Why are you dissatisfied with Council's performance overall?

Answer If Attribute "Dissatisfied" from Q23 is SELECTED OR Answer If Attribute "Very dissatisfied" from Q23 is SELECTED

PROBE FULLY

Q24

Q25. The Council wants to better understand how the City of Playford is perceived by the wider community.

Please give a score between 10 and 0, where 10 is the highest and 0 is the lowest possible score for how you feel people outside the area perceive the City of Playford? And, as a resident, what rating would you give?

REPEAT SCALE IF NECESSARY

10 -

Highest perception

9 8 7 6 5 4 3 2 1 0 - Lowest perception

Don't know

People outside the City of Playford would give 10 9 8 7 6 5 4 3 2 1 11 999 Q25_1 You as a resident of the City of Playford give 10 9 8 7 6 5 4 3 2 1 11 999 Q25_2

Q26. Do you intend to continue to live in the City of Playford area for the next 10 years or do you intend to move

to another area? Live in the City of Playford 1 Move to other area 2 Q26 Don't know/unsure 999

Q27. What is the main reason why you intend to move out of the City of Playford area in the future?

Answer If Attribute "Move to other area" from Q26 is SELECTED Q27

Q28. Do you feel there are adequate employment opportunities within the City of Playford?

Yes 1 No 2 Q28 Don't know/unsure 999


Q29. Are you currently working? IF NEEDED PLEASE EXPLAIN WE ARE TALKING ABOUT PAID WORK

Yes, working full time 1 Yes, working part time 2 Yes, working on a casual basis 3 Q29 Not currently working 4 Refused 888

Q30. Do you work in the City of Playford area?

Answer If Attribute "Yes, working full time" from Q29 is SELECTED OR Answer If Attribute "Yes, working part time" from Q29 is SELECTED OR Answer If Attribute "Yes, working on a casual basis" from Q29 is SELECTED Yes 1 No 2 Q30

Q31. How long does it take to travel to your workplace? Please state your response in minutes

Answer If Attribute "Yes, working full time" from Q29 is SELECTED OR Answer If Attribute "Yes, working part time" from Q29 is SELECTED OR Answer If Attribute "Yes, working on a casual basis" from Q29 is SELECTED

Q33. Overall how satisfied are you with the...

Answer If Attribute "Ward 1" from Q7 is SELECTED OR Answer If Attribute "Ward 2" from Q7 is SELECTED OR Answer If Attribute "Ward 4" from Q7 is SELECTED

READ SCALE

Very

satisfied

9 8 7 6 5 4 3 2 1 Very dissatisfied

Don't know

Standard of public open space in your area 10 9 8 7 6 5 4 3 2 1 11 999 Q33_2 Standard of streetscapes in your area (including footpaths, roads,

lights, verges, etc) 10 9 8 7 6 5 4 3 2 1 11 999 Q33_3

Q34. Where do you usually get information on what is happening at the Council and in the City of Playford? UNPROMPTED, RECORD ONLY FIRST RESPONSE

Brochure/leaflets delivered to your home 1 Newspaper ad 2 Council Newsletter 'North is Up' 3 Email 4 Word of mouth/friends/family 5 Rates notice 6 Website 7 Q34 Correspondence with Councillors 8 Face-to-face at mobile information stands in public places 9 Telephone enquiry line 10 Television 11 Radio 12 Mobile phone or SMS 13


Q35. Where else? UNPROMPTED MULTIPLE RESPONSE (RECORD SECOND AND SUBSEQUENT RESPONSES FROM

PREVIOUS QUESTION)

Brochure delivered to your home 1 Q35_1 Newspaper ad 2 Q35_2 Council Newsletter 'North is Up' 3 Q35_3 Email 4 Q35_4 Word of mouth/friends/family 5 Q35_5 Rates notice 6 Q35_6 Website 7 Q35_7 Correspondence with Councillors 8 Q35_8 Face-to-face at mobile information stands in public places 9 Q35_9 Telephone enquiry line 10 Q35_10 Television 11 Q35_11 Radio 12 Q35_12 Mobile phone or SMS 13 Q35_13 Q35_O

Q36. Are you aware of the Council's community newsletter, North Is Up? Yes 1 No 2 Q36 Don't know 999

Q37. Do you read North Is Up?

Answer If Attribute "Yes" from Q36 is SELECTED Yes 1 No 2 Q37 Don't know 999

Q38. How satisfied are you with the following aspects of your life...? READ ASPECTS AND SCALE

Ver

y satisfied

9 8 7 6 5 4 3 2 1 Very dissatisfied

Don't know

Refused

Answer If Attribute "Yes, working full time" from Q29 is SELECTED OR Answer If Attribute "Yes, working part time" from Q29 is SELECTED OR Answer If Attribute "Yes, working on a casual basis" from Q29 is SELECTED Your work/life balance 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_1 Your health 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_2 Your standard of living 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_3 Your occupation 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_4 Your personal relationships 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_5 Your future financial security 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_6 What you are achieving in life 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_7 Feeling part of the community 10 9 8 7 6 5 4 3 2 1 11 999 888 Q38_8


Q39. With all these things considered, how satisfied are you with your life overall? READ SCALE

Very satisfied 10 9 9 8 8 7 7 6 6 5 5 4 4 Q39 3 3 2 2 1 1 Very dissatisfied 11 Don't know 999 Refused 888

Q40. Thank you for your time. Remember that by participating in the survey you are entered into the draw for

your chance to win one of 3 $100 vouchers. The winners will be contacted by phone by mid-August 2013.In case you missed it, my name is ....... from newfocus. As part of our quality standards, my supervisor validates 10% of our interviews so you may get a quick call from her to validate this survey. If you have any questions about this research you can telephone our office on 1800 010 310 or the City of Playford on 8256 0333.

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