Resident Satisfaction Survey
An independent research company surveys Marlborough residents to find out how satisfied they are with Council’s services. The surveying occurs throughout the year and is collated and published once a year as a report, usually in September. Surveying is carried out by telephone, a mailed letter and a survey link promoted by SIL Research on Facebook. This survey has been conducted by SIL Research since 2014.
Residents are encouraged to participate because the survey provides a scientifically robust report on how Marlburians perceive their Council. Research is undertaken in accordance with the principles set out in the RANZ Code of Practice, based on the ESOMAR Code of Conduct for Market Research. Further information on the survey methodology can be found at the front of each annual survey report.
Most Council services have targets for resident satisfaction that are set out in the Long Term Plan and reported in the Council’s annual report.
Resident Satisfaction Survey 2023
This year’s survey was completed in July 2023. Independent researchers ask residents to rate Council services. The results help us to plan for Marlborough's future and understand your priorities. It also helps measure our performance.
Council’s overall satisfaction level has generally been comparatively high over the last decade; the satisfaction level increased this year to 68% from 62% in 2022. Council’s overall satisfaction rating is ahead of the New Zealand council benchmark of 58%.
Despite the negative impacts of extreme weather events and inflationary cost pressures, Council has fared reasonably well overall. Compared to 2022, satisfaction levels have been consistent across most services, with very high positivity in some areas, while continuing to match or out-perform national benchmarks.
Thirty five out of 46 (76%) services rated by residents achieved satisfaction of 60% or above, with 12 services achieving 80% satisfaction or higher, which is similar to last 2022.
The top performing services were cemeteries (87% satisfaction); public sports grounds (86%); civil defence and emergency management (85%); libraries (85%) and drinking water (85%). More residents (58%) believe the Council provides sufficient opportunities for people to have their say compared to 2022 (48%). Satisfaction with the Council’s communications rose to 74% from 67% in 2022.
Roads scored 40%, just below the national average benchmark of 43%. Seven out of 10 negative comments for roads related to potholes and repairs, with additional concerns raised about Marlborough Sounds’ roads. Marlborough scored higher than a comparative group of councils which also suffered recent severe weather events.