Results from our 2015 survey of residents' satisfaction with Council services and facilities

Residents Survey 2015

The Council undertakes an annual residents survey to seek feedback on what residents think of Council services such as water supply, roads, and rubbish and recycling collection.

The survey seeks about 1,000 responses from randomly chosen residents and uses a quota system to ensure participants were representative of the age, gender and population of the Ellesmere, Malvern, Springs and Selwyn Central wards. In the 2015 survey, for the first time, residents were asked about their views on the quality of life in Selwyn district. A large majority of residents, 90%, agreed or strongly agreed that Selwyn is “a great place to live”. That result was largely consistent across all wards and in both rural and township locations. Asked what factors contributed to Selwyn being a great place to live, respondents most often mentioned good atmosphere and environment, good community spirit and friendly people, accessibility to urban services, and good facilities and amenities.

The Council hired the research company Research First to conduct the 2015 survey. A summary of the results of the 2015 Survey is provided below.

In this year’s survey, the proportion of residents who rated the council’s overall performance as good or very good increased over the past year from 58% to 60%.  Waste management remains the highest rated service. Recycling collection was rated good or very good by 94% of residents who receive the service, up from 90% last year to 94%, while 93% of residents who receive rubbish collection rated it good or very good, an increase from 91% last year. Other highly rated services included organic collection (86% rated good/very good), parks and reserves (83%), public libraries (83%), children’s playgrounds (82%), sewerage and wastewater (81%) and public swimming pools (81%) – all of which were rated the same or higher than last year. Lower rated services included rural roads (34%), land drainage networks (36%), maintaining the district’s rural character (41%), making roads and footpaths safer (41%), and water races (42%).

Graphic: a tree

The majority of residents think
Selwyn is a great place to
live (90%). This was primarily
because of the atmosphere and
environment of the district,
including its rural nature, the
open spaces and clean air.


Graphic: a swimmer

Residents surveyed are very
satisfied with community
facilities, particularly parks
and reserves (83% satisfied,
compared to 83% in 2014),
public libraries (83% satisfied,
compared to 77% in 2013),
playgrounds (82% satisfied,
compared to 73% in 2013) and
swimming pools (81% satisfied,
compared to 45% in 2013).


60% Satisfaction with overall performance

When asked to rate Council’s overall performance, 60% of residents felt it was good or very good (compared to 58% in 2013). Satisfaction was higher in Selwyn Central (64%) and Springs (63%), and lower in Malvern (56%) and Ellesmere (48%). Just 7% of residents felt performance was poor or very poor.


Graphic: Child's playhouse

Each community facility had
been used by more than half
of residents (except the bus
service). Parks and reserves
were most popular (used by
78%). Just 2% of residents
had not used any community
facilities in the past year.


Grapic: speechbubbles

Residents in towns and rural
areas have diverging opinions
about service levels. Residents
who self-identified as living in
a rural area tended to be less
satisfied with services than
their urban counterparts. This
was particularly the case for
water services.


Grapic: roadworker sign

Residents tended to be less
satisfied with land transport
services. Footpaths were the
highest performing aspect of
land transport (59%, compared
to 60% in 2014), followed by
road safety awareness (56%,
compared to 58% in 2014). The
least well performing aspect
was rural roads, which were
identified as good or very good
by 34% of residents (compared
to 30% in 2014).

Graphic: a group of peopleOverall, 76% of residents identified that they
feel a sense of community with people in their
neighbourhood (compared to 68% in 2014). More
residents felt this in Malvern (82%) and Ellesmere
(78%), while less residents felt this in Selwyn
Central (73%) and Springs (74%).

Graphic: waste binThe most positively perceived
service was waste management. In
particular, 93% of residents who
identified that they received the
rubbish collection were satisfied
(compared to 91% in 2014), and
94% were satisfied with recycling
collection (compared to 90% in

Graphic: a kitchen water tap Residents held mixed perceptions
of the five water services in
Selwyn. Water supplies and
sewerage were rated positively
(79% satisfied and 81% satisfied,
respectively. This is compared
to 77% and 69% in 2014). Urban
stormwater (50%, 52% in 2013),
water races (42%, 40% in 2014),
and land drainage (36%, 42% in
2014) were rated less positively.

Overall, 18 of the 26 services surveyed this year received ratings of 50% or higher, with nine rated above 75%. Only eight services recorded ratings below 50%. The table below shows the scores the council received in 2014 and 2015 and shows that the council continues to improve its service to residents.

Score Comparison, 2014 and 2015 2014 2015 % Change
Public swimming pools 45%* 81% 36%
Organic collection 64% 86% 22%
Cycleways 33% 53% 20%
Sewerage and wastewater 69% 81% 12%
Children’s playgrounds 73%* 82% 9%
Resource Recovery Park 65% 74% 9%
Public toilets 49% 57% 8%
Public libraries 77%* 83% 6%
Rural roads 30% 34% 4%
Public halls and community centres 63% 67% 4%
Recycling collection 90% 94% 4%
Access to public transport and facilities 49%* 52% 2%
Water races 40% 42% 2%
Rubbish collection 91% 93% 2%
Water supplies 77% 79% 2%
Overall performance 58%* 60% 2%
Making district's roads and footpaths safer 41% 41% 0%
Parks and reserves 83% 83% 0%
Footpaths 60% 59% -1%
Planning for the district’s future 49%* 48% -1%
Cemetery maintenance 63% 62% -1%
Road safety awareness 58% 56% -2%
Urban stormwater 52%* 50% -2%
Maintaining the rural character of the district 44%* 41% -3%
Ensuring that development in new growth areas
(e.g. subdivisions) occurs in the best possible way
50% 46% -4%
Land drainage network 42%* 36% -6%
Urban roads 60% 49% -11%