Community satisfaction survey to launch on Monday

About 800 Ballarat residents can expect a phone call asking for their feedback relating to their satisfaction with the City of Ballarat’s services. 

The annual City of Ballarat Community Satisfaction Survey will begin on Monday 30 January and will extend throughout February and March. The survey gathers information regarding the community’s satisfaction with the City of Ballarat’s performance and services, which will inform future decisions regarding council services and strategy moving forward.  

The survey is a proactive, outbound survey — this means that survey respondents will be contacted by phone. About 45 per cent of respondents will be contacted by mobile phone, while the remaining respondents will be contacted by landline.  

Independent survey provider JWS Research will conduct the survey. JWS Research is commonly used in local government and provides comparable benchmarking information to undertake the Community Satisfaction Survey.  

This is the second consecutive year the City of Ballarat has contracted JWS Research to undertake the Community Satisfaction Survey. This year the survey will gather 800 responses. The Community Satisfaction Survey is how the City of Ballarat meets its requirement under legislation to seek community feedback with a minimum 400 responses. Increasing the responses to 800 will give the City of Ballarat a broader understanding of residents’ satisfaction with council services. 
 
The survey will ask respondents to specify their satisfaction in relation to services such as waste management and customer service, as well as overall performance and the direction of Council.  
 
Once the survey is completed, the results will be collated, presented to Councillors at a council meeting later in the year, and then published in the City of Ballarat 2023 Annual Report and on the website.