Community Survey 2017

survey Graph - derived Importance

We value the views and feedback of our community and are committed to continuously improving our services and facilities in line with community needs and expectations. So in 2017 we surveyed residents from across the region to understand their satisfaction with our local government services and facilities. This was an important opportunity to gauge our performance in the eyes of our community.

The survey was administered by independent market research consultants IRIS Research. The consultants randomly selected over 800 residents to complete the survey via telephone from 21 August to 1 September 2017. Survey participants had a demographic spread across age, gender and location to ensure survey results were representative of the whole region.

Additionally, for anyone who wasn't included in the phone survey, the broader community was invited to complete the same survey online via Council’s YourSay website and in hard copy from 4 to 15 September 2017.


Results summary

The results of the 2017 survey show that Council is performing well across some key services and facilities but also highlights priority areas for improvement.

The main findings are summarised below:

  • Overall satisfaction with Council services 6.6 out of 10
  • 60% are satisfied that services and facilities are value for money
  • Residents are most satisfied with household waste collection (94%), cemetery maintenance and management (87%) and waste management centre (84%) services.
  • Residents were most satisfied with library (93%), park, open space and playground (93%) and museum (91%) facilities.
  • 88% believe that Council’s Corporate Plan embraces and looks to the future of our region
  • 63% of issues are resolved during their first contact with Council
  • Priority areas for further improvement are:
    • Planning for population growth
    • Conservation services
    • Maintaining regional heritage characteristics
    • Establishing, maintaining international tourism & economic relationships
    • Public toilets
    • Support provided for the community
    • Designing, connecting and shaping towns through good urban design
    • Condition of road network
    • Street lighting.

For further information read the full set of results in the Community Survey 2017.


Next steps

Results from the survey will help us build on our commitment to provide high quality services and facilities across the region and will contribute to the development of the next Corporate Plan to set the Council’s direction and priorities from 2020 - 2024. 

The community will have further opportunities to comment on Council services and facilities as part of the Corporate Plan consultation process kicking off later in the year.

By IRIS Research prepared for Toowoomba Regional Council, November 2017

1) In 2017, residents overall were satisfied with Toowoomba Regional Council. Overall community satisfaction is 6.6 out of 10.

2) Toowoomba region residents find services / facilities to be fair value for money (5.9 out of 10).

3) The Toowoomba region community is most satisfied with libraries (8.4) as a facility, household waste collection, recycling, disposal services as a directly received service (8.1) and maintaining regional heritage characteristics (6.6) as a indirectly received service.

4) Residents view Toowoomba Regional Council as performing well in delivering core services and facilities, but low in indirectly received services like, planning for population growth, economic relationships, heritage and environmental management.

5) Toowoomba Regional Council is perceived as relatively innovative in providing services, but not strongly perceived as effective in understanding community expectations and needs related to services and facilities.

6) Toowoomba Regional Council shows higher performance in service provision compared to performance of councils that are of similar size and characteristics (e.g. Mackay, Townsville, Logan and Sunshine Coast) as well as councils measured by The Local Government Association of Queensland (LGAQ).

7) The Toowoomba region community values Council’s vision for the region’s future. They find it important to have policies to protect and manage the region’s natural resources.

8) Rural residents are significantly less satisfied with Toowoomba Regional Council because they feel disconnected.

9) Toowoomba region residents have a strong sense of community. They are driven to feel a part of the community for social and individual reasons, however, Council plays an important role to create a sense of community in the region.

For further information read the full set of results in the Community Survey 2017.

By IRIS Research prepared for Toowoomba Regional Council, November 2017

1) Toowoomba Regional Council should communicate efforts made to satisfy community needs and expectations.

2) Communication on a monthly basis using traditional means such as mail, brochures, and flyers, as well as a digital version of BOLD and emails.

3) Toowoomba Regional Council should position itself as:

  • A hard worker who seeks ways to satisfy community’s needs
  • A leader that enables and moves the entire Toowoomba region community forward
  • A partner that shares the same vision for the region’s future with the community
  • Innovative service provider
  • The protector of Toowoomba region’s natural resources

4) Understand the differences between the needs and expectations of urban and rural residents clearly.

  • Improve designing, connecting and shaping towns through good urban design for urban communities
  • Improve traffic management on local roads and effectiveness of drainage for rural communities

5) Consider improvement of Council’s communication and management skills in rural areas. Proactive and frequent communication with rural residents.

6) Keep encouraging interactions within the community through events. Inclusion of community events where the region’s future is interactively discussed would improve the sense of community and overall satisfaction with Council.

7) Improvement opportunities in direct and indirect services and facilities require attention to improve overall community satisfaction.

  • Primary improvement of planning for population growth and conservation services (eg. protection of bush land & wildlife including green space, grazing land).
  • Second order improvement of maintaining regional heritage characteristics, and establishing and maintaining international tourism and economic relationships.
  • Third order improvement of provision of support provided for the community (grants, access and diversity forums), designing, connecting and shaping towns through good urban design, condition of road network, public toilets and street lighting.

For further information read the full set of results in the Community Survey 2017.

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