According to 1600 of Logan City’s 303,386 residents (2016 census), Logan City Council has performed well this year, despite residents’ complaints about how difficult it is to contact their Councillors.
Council has released its findings from the 2020 Logan Listens Residents’ Survey.
City governance committee chairperson, Councillor Lisa Bradley said responses from 1600 residents were collected as part of the independent research.
Sixty-nine percent of participants in the survey were satisfied with Council’s overall service delivery over the past 12 months, with the organisation achieving a higher-than-average overall rating of 3.82 out of 5.
The survey also noted several areas where Council experienced declines in customer satisfaction.
Among them was customer experience in contacting Council.
These survey results come directly after Council has unanimously voted to appoint 12 Councillor advisors who will soon be the public’s initial point of contact responsible for ‘writing articles and speeches’, ‘managing the division email inbox’, and ‘screening phone calls’ for Logan City Councillors.
The advisors will be the public’s first point of contact, despite Logan City residents complaining about already being unable to contact their councillors.
Council said it has launched two new corporate strategies in response to the issue, the community engagement strategy 2020-2024 and the customer experience strategy 2020-2024.
The Logan Listens: Residents’ Survey was conducted via telephone in two parts, with 801 responses collected for the services & facilities survey and 802 responses collected for the customer services survey.
Cr Bradley thanked survey participants.
“Community engagement is a key priority for Council to ensure we are delivering for Logan ratepayers,” Cr Bradley said.
“Surveys such as Logan Listens provide an important snapshot of the progress and future needs of our City.
“Participants in the 2020 survey ranged in ages and backgrounds, providing us with a clear overall picture of how Council is performing.”
Logan City was also found to be outperforming comparable Queensland councils in several key service areas including playgrounds, waste collection, and support for local business, animal management and water supply.
Traffic management on local roads was among these areas, with a marked improvement in customer satisfaction since 2018.
- The survey also found that:
- Ratepayers were highly satisfied with Council’s recycling and reuse services, including the provision of four free tip vouchers
- Accessibility and maintenance of Council parks was pleasing, with Council still rating well on bike routes
- Water and sewerage services are key strengths for Council, with both recording very high satisfaction ratings
- Council-funded events and festivals are ‘strengths to maintain’, despite some declines in satisfaction since 2018, possibly due to COVID-19 pandemic restrictions
- 12 out of 19 lifestyle service areas, including libraries and sporting grounds, recorded very high satisfaction ratings
63% of residents were satisfied with Council’s response to the COVID-19 pandemic, while just 7% were dissatisfied
