City of Joondalup regains approval rating: customer satisfaction survey

CITY of Joondalup residents are highly satisfied with the City’s services and facilities, according to its latest customer satisfaction survey.

The 2014-15 survey showed an overall satisfaction rating of 89 per cent, an increase from 87.8 per cent in 2013-14.

Overall satisfaction with services was recorded at 92.4 per cent, compared to 92.7 per cent in 2013-14, with graffiti removal (94.4 per cent), management and control of traffic on local roads (82 per cent), consultation (70.4 per cent), informing the community about local issues (74.9 per cent) and parking in the city centre (62.5 per cent) and next to train stations (49.7 per cent) significantly increasing from last financial year.

There was also an increase from 78.2 per cent to 81 per cent of residents agreeing the City had a good understanding of community needs and from 70.7 per cent to 72 per cent being satisfied with value for money from rates.

However, there was a decrease in satisfaction with planning and building services, with building dropping from 90.5 per cent to 85.7 per cent and planning dropping from 91.3 per cent to 70.1 per cent.

Governance and strategy director Jamie Parry said at last month’s council briefing City officers were examining the reasons for the decrease.

He said the City would continue to improve all services and address the areas that had decreased.

Chief executive Garry Hunt said it had become clear people had an expectation that “if you lodge today, it’s approved tomorrow”.

He said though private certifiers had a quick turnaround, there was still a registration process with the local government.

“Where we’ve got to drill down next year is if someone is not satisfied, what’s the cause,” he said.

“Access to people, lack of clarity of the process or something else?”

This year, the survey introduced three new questions relating to satisfaction with Joondalup as a place to live (97.3 per cent) and with Joondalup’s CBD (87.7 per cent), and awareness and attendance of certain special events.

An independent market research company held the services and facilities survey for three weeks in June through random sampling and telephone interviewing of 600 residents. The planning and building surveys involved 80 residents.