Customer satisfaction results released
Masterton District Council today released the results of its three-yearly customer satisfaction survey.
The survey, undertaken by research company Key Research, is based on online responses from 490 residents who were asked about satisfaction across a range of areas of Council responsibility, including services and facilities, the performance of the Mayor and councillors, and staff, value for money, and reputation.
The 2023 results saw a drop in overall satisfaction compared with the 2020 survey.
Masterton Mayor Gary Caffell said the Council was disappointed in the drop, but not surprised by the results and was committed to looking at how improvements could be made.
“Given everything that has happened in the three years since we last took this survey, it’s really not surprising to see results come in a little lower,” Mayor Caffell said.
“The previous survey took place in early 2020. Since then, we’ve been through a pandemic, massive increases in the cost of living, a local election, robust discussion about local public amenities such as a civic facility, and a raft of issues arising from various cyclones and other wet-weather events.
“I’m hopeful that as we progress plans for our town hall and library sites in coming months, as we get into the consultation for the Long-Term Plan and the levels of service we offer, and as we continue our work in addressing pressing local issues such as flooding, we can see these numbers trend toward the positive.
“I am pleased to see the community still getting behind the Council in key areas such as our amazing parks and recreation spaces, and our approach to waste management.
“We are committed to continuing to be a Council that is transparent and that listens to its community. I encourage people to get involved in things like our future consultation around our Long-Term Plan, providing feedback to the Council through the appropriate channels when something needs sorting or if they think we’re doing really well, or coming to have a chat with me in person.”
Read the 2023 Survey of Residents Report.
