Every year we ask residents how satisfied they are with a range of Council services. Here’s a snapshot of results from this year’s General Service Satisfaction Survey and the series of Point of Contact satisfaction surveys.

The 2023–2024 survey is currently underway

The 2023–2024 Residents Survey of Council is now underway through to March 2024. 

It covers services such as parks, libraries and service centres and is distributed to a wide range of people via email, letters and feedback at Council facilities.

If you are approached or contacted we encourage you to participate.

 

What people say we do well – 2022/2023 results

Education programmes

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100% satisfied

Provide interactive, hands-on learning experiences for young residents focused on sustainability and civil defence awareness.

What you think

100% are satisfied with our education programmes.

What you say

“An amazing experience for all our tamariki.”

Community outcomes

Botanic Gardens and Mona Vale

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99% satisfied

Showcase our garden city, and attract residents and visitors.

What you think

99% are satisfied with the Botanic Gardens and Mona Vale.

What you say

“The Christchurch Botanic Gardens are always wonderful, they change with the seasons and are a wonderful asset to the city.”

Community outcomes

Cemeteries administration

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97% satisfied

Provide administrative support to people using our cemetery services.

What you think

97% of people are satisfied with our cemetery administrative services.

What you say

“Cemeteries, I’d say, I am appreciating the most currently. This service is very supportive when needed, thank you.”

Community outcomes

Hagley Park

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97% satisfied

Provide and maintain Hagley Park for the recreation and enjoyment of residents and visitors.

What you think

97% of people are satisfied with Hagley Park.

What you say

“It is a treasure, and we are fortunate to have it.”

Community outcomes

Libraries

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96% satisfied

Inspire discovery, connect people and enrich communities through our public libraries.

What you think

96% of library users are satisfied with our services.

What you say

"They are incredibly useful resources, staffed by passionate people, and used by so many diverse groups in the community.”

Community outcomes

Sport and rec facilities

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91% satisfied

Deliver a high level of customer satisfaction with the range and quality of facilities.

What you think

91% of sport and recreation facility users are satisfied with the facilities. 

What you say

“Sports facilities great and a friendly helpful community vibe.”

Community outcomes

Community events

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89% satisfied

Provide services and support to a range of community-focused events that reflect the diverse cultures living in our city.

What you think

89% are satisfied with the community events organised by the Council.

What you say

“I think the Council does a great job with putting on free events in the city. It is great for families and friends to join and be a part of. It makes Christchurch more fun and interesting.”

Community outcomes

Customer service

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Walk-in 98% satisfied
Phone 90% satisfied
Email 74% satisfied

Provide respectful, prompt and efficient responses to address needs and resolve issues.

What you think

Overall, people are largely satisfied with our customer service.

What you say

“Great customer service from front line people.”

Community outcomes:

Kerbside collection

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Residual waste 84% satisfied
Organic waste 81% satisfied
Recycling 81% satisfied

Collect and dispose of much of Christchurch's waste and encourage recycling.

What you think

Overall, 82% of people are satisfied with kerbside collections.

What you say

“Rubbish and recycling collection is excellent. Something we can all be proud of, so much so that I think most residents are oblivious to how effective the service provision is.”

Community outcomes(external link)

Prosperous economy(external link)Healthy environment(external link)

Regional parks

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81% satisfied

Provide and maintain a network of nature-based parks of regional or ecological significance.

What you think

81% are satisfied with the presentation of our regional parks.

What you say

“Maintenance of parks and ‘Green Spaces’ is the best in the country. The parks are stunning and truly wonderful places to spend time. I’m spoilt for choice when it comes to areas to run/jog/walk in, not only are they well maintained but they are safe.”

Community outcomes

Community facilities

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81% satisfied

Provide and maintain a network of facilities such as community centres and halls.

What you think

77% of people are satisfied with the community facilities the Council offers.

What you say

“They’re well maintained, decent price, good facilities, just wish there were more!”

Community outcomes

Reliability of water supply

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79% satisfied

Supply clean drinking water to protect the health of our community.

What you think

79% are satisfied with the reliability of the water supply.

What you say

“Existing water quality generally is fantastic and reliable.”

Community outcomes

What people think we could improve – 2022/2023 results

Resource consents

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71% satisfied

Process land use and subdivision resource consent applications.

What you think

71% are satisfied with the Council's resource consenting service.

What you say

"Time-frames are long and always hurdles to jump. Always given different advice from different people."

Community outcomes

Wastewater reliability

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59% satisfied

Provide and maintain a network that collects, treats and disposes of the city’s wastewater.

What you think

59% are satisfied with the responsiveness around water supply.

What you say

“I’m satisfied with wastewater collection […] excellent compared to other places in the world!”

Community outcomes

Water supply responsiveness

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59% satisfied

Supply clean drinking water to protect the health of our community.

What you think

59% are satisfied with the Council's responsiveness to water supply issues.

What you say

“Service calls reporting burst water mains or overflowing stormwater have been quickly attended to, with follow-ups. Full marks to the team that does this!”

“The works were shoddy because leaks appeared in about one in three [replaced water meters].”

Community outcomes

Sports park surfaces

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56% satisfied

Provide and maintain surfaces for a range of sports in city parks.

What you think

56% are satisfied with the condition of the Council's sport park surfaces.

What you say

“Investment into sports field maintenance [needed] to allow for more frequent mowing and line marking.”

Community outcomes

Parks heritage buildings

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55% satisfied

Maintain and manage a range of heritage buildings that are part of our parks portfolio.

What you think

55% are satisfied with the condition of our Parks heritage buildings.

What you say

“Great to see heritage buildings being restored but shocking how long it’s taken to do so meaning it will cost more.”

Community outcomes

On-street parking

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55% satisfied

Provide on-street parking facilities that are easy to use.

What you think

49% are satisfied with on-street parking facilities.

What you say

“My one problem is the cost and limit of parking.”

Community outcomes

Water supply quality

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53% satisfied

Supply clean drinking water to protect the health of our community.

What you think

53% are satisfied with the quality of our drinking water supply.

What you say

"It tastes ghastly, but it's always there."

Community outcomes

Stormwater management

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43% satisfied

Manage flood capacity within the city's rivers and their tributaries.

What you think

43% are satisfied with stormwater drainage.

What you say

“Our street has flooded multiple times and there seems to be nothing done to solve it.”

Community outcomes

Footpath condition

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32% satisfied

Build, maintain and repair streets, roads and footpaths so everyone has safe and easy access to where they need to go.

What you think

32% are satisfied with the condition of the city's footpaths.

What you say

“The footpaths are in terrible condition making it unsafe to go for walks in the neighbourhood.”

Community outcomes

Road condition

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28% satisfied

Build, maintain and repair streets, roads and footpaths so everyone has safe and easy access to where they need to go.

What you think

28% are satisfied with the condition of the road network across the city.

What you say

“Roading is an absolute disgrace. So many years after earthquakes and the condition of these is appalling. Also, the disruption caused by any roadworks they do is terrible.”

Community outcomes

Governance and trust

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29% satisfied (surveying residents in general)

Support active democracy by ensuring people and groups have information and opportunities for involvement in Council decision-making.

What you think

Satisfaction with public involvement in Council decision-making is low, at 29%. 35% say they understand out decision-making, and 28% say they feel they have an influence on it. 15% say we make wise spending decisions, and 33% say that the Council makes decisions in the best interests of the city.

What you say

"My feeling is that the councillors have more entrenched views when making decisions and are not always in touch with their customers, the people of Christchurch."

"[...] Sometimes I get the feeling the Council is looking after itself, its image, rather than doing the tough stuff." 

Community outcomes

Additional documents

Previous survey results

Period Survey Results
2021/2022
2020/2021
2019/2020
2018/2019
2017/2018
2016/2017
2015/2016
2014/2015
2013/2014
2012/2013
2011/2012
2010/2011
2009/2010

July 2010

May 2010

2008/2009

March 2009

September 2008

2007/2008

March 2008

September 2007

2006/2007

March 2007

2006

Annual Survey of Residents

 2005

Annual Survey of Residents