Community Satisfaction Survey 2025-2026 Quarter 2 shows positive results

In Summary

Council’s Quarter 2 Community Satisfaction Survey results show improvements across all measured areas, with results higher or unchanged compared to Quarter 1.
Several service areas recorded significant increases compared to the same period last year, including maternal and child health, family and child services, customer service, weekly green bin collection, overall council direction and overall performance.
Year-to-date results show 17 indicators performing higher than the previous year, with customer service recording the largest improvement, particularly in enquiry handling, resolution time and accuracy of information.
The survey, conducted by Thinkfield with 600 responses annually, placed Council at the top end of the state scale, with overall performance and overall council direction scoring higher than state-wide and regional averages.

The survey shows community satisfaction in Greater Shepparton has improved significantly, with all quarter two results higher or the same compared to those from quarter one.

The results are also extremely positive when compared to the 2024-2025 quarter two results, with maternal and child health, family and child services and customer service all recording increases of more than 10 points. Weekly green bin, overall council direction, and overall performance also recorded significant improvements.

Of the year-to-date results, 17 indicators were higher than the previous year, with customer service showing the highest increase. This increase related to how easy it was for the community to make an enquiry, how long it took to resolve the matter, and the accuracy of the information provided.

“The results for customer service are fantastic, and they showcase the great work of our frontline staff who engage with community members daily. These staff are there to assist with any enquiries you may have or to lodge a matter, so to see this satisfaction improve is very positive,” Council’s Director Corporate Services, Chris Teitzel, said.

“The results also provide us with common themes from residents which help guide our service delivery moving forward. The feedback received helps us better understand the needs of residents and what they would like to see Council prioritise moving forward.”

Research resource company Thinkfield undertake the Community Satisfaction Surveys, with 600 surveys completed each financial year. The survey measures how the community views Council’s performance across a range of indicators including overall reputation, value for money, waste services, and facilities and events.

The quarter two results place Council at the top end of the scale across the state, particularly for overall performance and overall council direction, which scored significantly higher than state-wide and other regional centres.

“It is great to see positive results when compared to other councils across the state. Overall performance is nine points higher than the average while overall council direction is 14 points higher,” Mr Teitzel said.

“The results show we are tracking in a positive direction. Thank you to everyone who took the time to complete the survey.”

Thinkfield will be conducting Quarter Three surveys from Tuesday 17 to Monday 30 March 2026. For more information, contact Council on 5832 9700 or via email at council@shepparton.vic.gov.au