YOUR SHIRE YOUR SAY
Sutherland Shire Council Residents’ Panel eNews Autumn 2010

Welcome to the Autumn edition of Your Shire Your Say eNews,
Get involved this edition by taking part in the Leisure Centre Survey, provide comment on council works, and view the snapshot results from the Customer Satisfaction Survey 2009.

Have you had problems opening eNews in the past? Make sure to add survey@ssc.nsw.gov.au to your address book and check your spam filter.

RECRUITMENT
The residents' panel has reached 200 members.
With a target of 300 members, the panel will seek to recruit 100 more new members. Get family and friends involved by forwarding them this eNewsletter!


HAVE YOUR SAY

LEISURE CENTRE CUSTOMER SATISFACTION SURVEY
The Leisure Centre Customer Satisfaction Survey has been made available for Leisure Centre users. Proceed to the survey by pasting this link into your browser:
<http://www.surveymonkey.com/s/5KWJKLT>


GYMEA SHOPPING CENTRE UPGRADE
Plans for the upgrade of Gymea Shopping centre are currently on exhibition and Council will be accepting comments until Wednesday, 31 March 2010.
For more information see the front page of council’s website:

<http://www.sutherland.nsw.gov.au>


SHAPE YOUR STATE
The NSW State Government is currently searching for feedback through their interactive online forum "Shape Your State". In particular, you have the opportunity to post your comments about:
-the Metropolitan Strategy Review
-the Metropolitan Transport Plan
-Health Reform

Log on to the State Government’s website and have your say:
<http://www.nsw.gov.au/shapeyourstate>


RESULTS - CUSTOMER SATISFACTION SURVEY 2009
Every two years Council conducts a telephone survey with residents to measure importance and satisfaction with council services and facilities. The survey included questions regarding a range of council facilities and services, customer service and the overall satisfaction. Council received an Overall score consistent with the previous five years of the survey.

COUNCIL’S OVERALL PERFORMANCE
Respondents were asked, 'How satisfied are you overall with the services and facilities provided by Sutherland Shire Council?'. From a possible score of 10 Respondents rated Council’s Overall Performance 7.4. out of 10.
This score is similar to previous years and indicates that respondents are Satisfied with Council overall.

COUNCIL’S CUSTOMER SERVICE
Of the 6 Customer Service elements, the average mean score shows that respondents are Satisfied with ’Courtesy and helpfulness’, ‘Professionalism’ and ‘Knowledge and expertise’. Respondents gave a Neutral score to ‘Communication and Keeping informed’, ‘Delivering at the promised time’, and ‘Quality of Contact overall’.

WHERE ARE THE GAPS?
The matters respondents listed as high importance (scoring 8, 9 & 10), and satisfaction level of 7 or below, have been identified in a gap analysis. The largest gaps are found in Cleanliness of toilets, Condition of toilets and Considers Views and Opinions (of residents).

CONCLUSION
Overall the Customer Satisfaction Survey 2009 findings are positive with Council maintaining an acceptable level of Satisfaction.
If you have any questions about these results, or you would like to find out more about council’s Customer Satisfaction Survey, contact the Strategic Planning Unit on 9710 0684 or email survey@ssc.nsw.gov.au

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Thank you for becoming a member of Your Shire, Your Say Residents' Panel. We may invite you to participate in online surveys, focus groups, workshops or public forums, in addition to receiving the quarterly newsletter.

We adhere to the Spam Act 2003 and the Privacy and Personal Information Act 1998, as part of Council's Privacy Management Plan. For more information view our privacy policy.

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