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Online and on phone differ

This page contains information about the customer satisfactory survey.
Updated: 22/08/2018 12:00 a.m.

​A sense that customers interviewed by phone during Council’s annual satisfaction survey might give different feedback than those who were surveyed online was born out during this year’s survey.

“For several years we have engaged survey firms to carry out satisfaction surveys, via landline telephone surveys,” said Council’s strategy manager Tony Horton. 

“People without landlines were concerned that our previous telephone surveys were not reaching important sections of the community because the system we used generated only random landline numbers. In the past it has not been possible to survey via calls to cell-phones for a range of complicated technical reasons, but this year we were able to survey 100 people online. That revealed some interesting and useful results.

“In short, the online group was generally less satisfied with Council’s services than those who have landlines.

“This is good information and we are pretty unflinching about it because it gives us a fuller picture of the range of ways our performance is perceived by different groups of people. That gives us more pointers about areas for improvement than we had before. We can use the information to focus on improvements in the areas that matter the most to the most people.”

Mr Horton said the online part of the survey attracted a higher proportion of Māori and Pacific Island people and a higher proportion of people aged 18 to 39 years. A smaller proportion of the online participants were ratepayers and a higher proportion were renters than in the landline group.

“Over all this year sees a decrease in satisfaction compared to 2017, with results more like those of 2016. As an example, ratings for safety of roads in our District has decreased this year from last year’s results, however this rating is still higher than results seen in 2016 and prior years.

“People we surveyed valued the same three major topics identified in the 2018-2028 LTP engagement and submissions, including improving road quality and safety, core services and protecting and enhancing our natural environment,” Mr Horton said.

“It was good to see existing values confirmed. The same happened with the community’s priorities for Council spending – on District beaches and coastal facilities, water supply, kerbside recycling and road quality (sealed and unsealed).




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