Community Satisfaction Survey
The City of Victor Harbor's Community Satisfaction Survey helps us understand what we're doing well and where we can improve. The survey looks at Council services and facilities and seeks community feedback it terms of both importance of the service and associated satisfaction levels. These insights help guide Council's planning, investment and improvement efforts.
This year’s survey was conducted in February and March 2025 by independent market research company, newfocus. More than 580 people were surveyed in 2025, including 356 residents, 100 local businesses and 125 non-resident ratepayers.
What we heard in 2025
Overall satisfaction with Council performance remains steady at 41%. While satisfaction among local businesses increased to 45%, non-resident ratepayer satisfaction declined, and residents’ satisfaction dipped slightly. Key concerns included the fairness of Council rates and whether decisions are being made in the best interests of the community.
Infrastructure remains the area where residents would most like to see improvements. Roads, footpaths, traffic and parking consistently rated as highly important but have low satisfaction levels. Residents also expressed concern about the pace and scale of residential development, with many noting that infrastructure, services and green spaces are struggling to keep up.
At the same time, satisfaction with environmental services showed encouraging improvement. In particular, coastal protection and environmental management received significantly higher ratings compared to past surveys. Council services for older residents also continued to perform relatively well, while satisfaction with public health and disability inclusion services declined highlighting that further communications about what Council does in this space is required.
Customer service satisfaction remained steady at 58%. While residents noted better contact options and helpful staff, response times were highlighted as an ongoing issue, mostly likely attributed to temporary resourcing impacts resulting from Council’s corporate systems transformation project. Communication recall remained high at 72%, with rates notices and direct mail identified as the most effective channels.
When asked to identify future priorities, the community once again ranked the Regional Community, Sport and Recreation Precinct as the top major project priority. The McKinlay Street Car Park also emerged as a major priority, now nearly equal in importance to the precinct among residents and businesses.
View the 2025 Community Satisfaction Survey Findings and Analysis Report
The results from the survey will directly inform Council’s strategic planning, budgeting, and service review processes. We are committed to acting on your feedback and will report on progress in early 2026.
Background
The Community Satisfaction Survey has been conducted previously in 2022 and 2023, helping to establish a benchmark and track progress over time.
In 2022, overall satisfaction was 45%, with residents the most satisfied. The Victor Harbor Library and waste services were highly rated, and Council’s customer service received strong feedback (71% satisfaction). Communication preferences varied by age, with younger residents favouring digital channels and older residents preferring printed materials.
View the 2023 Community Satisfaction Survey Findings and Analysis Report
In 2023, satisfaction levels were largely consistent with 2022, though there was a slight decline in overall satisfaction and in customer service ratings, partly due to resourcing challenges. Roads and footpaths remained a key concern, while services like the library, parks, and waste management continued to perform well.
View the 2022 Community Satisfaction Survey Findings and Analysis Report
Got a question about the Community Satisfaction Survey?
Contact the City of Victor Harbor by emailing localgov@victor.sa.gov.au or by calling (08) 8551 0500.