Boroondara
Community Voice
Panel Report
Topic 10 – Member Satisfaction
December 2013
Prepared by Communications and Engagement Department
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Executive Summary
Topic name
Member Satisfaction
Date
Topic 10 June 2013
Report December 2013
Audience
All Boroondara Community Voice Panel members.
Purpose
To determine the level of satisfaction among members and generate
suggestions for improvements.
Key Analytics
The survey was sent to 564 Panel members.
129 members responded.
23% of members completed the online survey.
Findings
Members responded that they joined the Panel to ‘Give my opinion on a
range of matters’ (26%) and 59% responded that their reasons for
joining were being achieved to some extent.
According to the responses, ‘Booked hard waste trial’ (18%) and
‘Metropolitan Planning Strategy’ (16%) were the favourite topics.
A total of 61% of members had never attended a City of Boroondara
Council meeting with 22% of members attending more than 12 months
ago.
Half (51%) of members responded “Neutral’ to whether they believe
their opinions are making a difference with over a quarter (28%)
responding with making a difference to some extent.
A total of 47% of members found the Our Voice forum easy or very
easy to use and 77% responded that the ways we communicate are
effective to some extent.
A total of 66% of members responded that the most liked aspect of the
Panel is that it provides an opportunity to give feedback in a
convenient, inclusive way.
More than half of members (66%) are satisfied or very satisfied with
their experience of the Panel.
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Summary of results
Question 1.
Which of the following best describes the reasons you signed up for the Panel?
The most common response to question 1 was 'To give my opinion on a range of issues'
with 26%. Next most common answers were 'To give back to the community' and 'To be part
of the community' both with 16%.
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Question 2.
To what extent do you feel your reasons for joining the Panel are being achieved?
A significant proportion (59%) of members answered with 'Somewhat' (40%) or 'Very much'
(19%), with 'Neutral' the next most common answer (33%).
Of the 73 comments, 37% were from members who answered 'Somewhat'.
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Question 3.
What was your favourite topic?
Members' most favourite topic was the 'Booked hard waste service' (18%) followed by
'Metropolitan Planning Strategy' (15%).
Question 4.
Was there a topic you expected to see but didn’t?
Of the 77 comments, 39% of members responded with ‘no’ or ‘not really’. Other members
mentioned specific topics, the most common being land usage, including green spaces,
planning and activity centres (11%), traffic (9%) and Council services (9%).
Other topics suggested by members include;
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Public safety
Council services
Traffic, roads and parking
Rates
Dry zones
Employment
Meet up opportunities
Activity centres/shopping precincts
Open space/parks
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Governance and decision making
Visual pollution/signage
Population growth
Council activities
Access to facilities
Safety and security
Environmental sustainability
Building preservation
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Question 5.
Is there a topic you would like to contribute your views to in the next six months?
Of the 92 responses, the most common answer with 14% was urban planning including
activity centres and heritage preservation followed by ‘no’ or ‘not really’ with 12% and parks
and open spaces with 10%.
Other topics suggested include;
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Services
Council service priorities
Roads
Freeway noise
Speed
Street cleaning
Rates
Parking and traffic
Public transport
Dry zoning
Health and wellbeing
Meet up opportunities
Diversity
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Community notice boards
Street furniture
Hard Waste
Visual pollution/signage
Laws
Sustainable living
Responsible pet ownership
Governance and decision making
Councillor performance
Employment
Cycling
Community building
Health & Community Services
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Question 6.
To what extent do you feel that your opinions are making a difference?
Half of members (51%) answered 'Neutral' to question 6, with over a quarter (28%)
answering with 'Making a difference' (25%) or 'Really making a difference' (3%).
Question 7.
What do you like best about the Panel?
Of the 91 responses, members responded that the most liked aspect of the Panel is that it
provides an opportunity to give feedback in a convenient, inclusive way (66%).
Other responses include;
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Having a voice
Being involved
Being informed about what is
important to
Council
Contributing
Regular communication
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Accountability of Council to
community
Anonymity
Simplicity
Opportunity to provide input
Convenience
Great innovation to get community
feedback
Too soon to tell (new member)
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Question 8.
What did you like least about the Panel?
Of the 82 responses, the most common was ‘nothing’ with 28% followed by the surveys,
including question design, length and the use of Survey Monkey (18%) and not being sure if
the feedback is making a difference with (9%).
Other responses include;
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Lack of community awareness
about this opportunity
Topics not well explained
Not enough time to contribute
Unsure yet
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Not enough feedback about
outcomes
Lack of visibility
Cost
Question 9.
Have you attended a City of Boroondara Council meeting?
A total of 61% of members had never attended a City of Boroondara Council meeting with
22% of members attending more than 12 months ago.
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Question 10.
Have you attended a City of Boroondara engagement event?
Almost half (45%) of members had never attended a City of Boroondara engagement event
with 21% attending more than 12 months ago.
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Question 11.
How effective do you feel the website is as a means of communication?
A significant proportion of members (63%) feel the website is 'Somewhat effective' (44%) or
'Very effective' (19%) as a means of communication with 24% 'Neutral'.
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Question 12.
How effective do you feel the emails are as a means of communication?
A majority of members (80%) feel that emails are 'Very effective'(56%) or 'Somewhat
effective' (24%).
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Question 13.
Please rate how easy the Our Voice forum is to use.
A significant proportion of members (47%) rated the Our Voice forum as 'Easy' (34%) or
'Very easy' (13%) to use.
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Question 14.
How effective do you feel the reports are as a means of communication?
Almost half of members (49%) responded that the reports are 'Somewhat effective' (30%) or
'Very effective' (19%) as a means of communication.
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Question 15.
Overall, how effective do you find the ways we communicate?
A majority of members (77%) rated the ways we communicate as 'Somewhat effective'
(49%) or 'Very effective' (28%).
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Question 16.
Overall, how satisfied are you with your experience of the Panel?
More than half of members (66%) are 'Satisfied'(53%) or 'Very satisfied' (13%) with their
experience of the Panel with 25% choosing 'neither'.
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Question 17.
Do you have any suggestions on how we can improve the experience of the Panel for
members?
Of the 61 of responses, 30% suggested more information and feedback on each topic,
including keeping the language simple and free from terminology, followed by ‘no’ or
‘nothing’ with 23%.
Other responses include;
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Make purpose clear
Listen
Continue
Alternative methods for feedback
Report results more widely
In person
More relevant/interesting topics
More time
More encouragement to participate
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