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.
2022/2023 results
What people say we do well
100% satisfied
What we do: 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: Resilient communities(external link), Healthy environment(external link)
99% satisfied
What we do: 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: Liveable city(external link), Healthy environment(external link)
97% satisfied
What we do: 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: Resilient communities(external link), Liveable city(external link)
97% satisfied
What we do: 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: Liveable city(external link), Healthy environment(external link)
96% satisfied
What we do: 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: Liveable city(external link), Resilient communities(external link)
91% satisfied
What we do: 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: Resilient communities(external link)
89% satisfied
What we do: 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: Resilient communities(external link), Liveable city(external link)
Walk-in 98% satisfied. Phone 90% satisfied. Email 74% satisfied
What we do: 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: Resilient communities(external link)
Residual waste 84% satisfied. Organic waste 81% satisfied. Recycling 81% satisfied
What we do: 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: Prosperous economy(external link), Healthy environment(external link)
81% satisfied
What we do: 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: Resilient communities(external link), Healthy environment(external link)
81% satisfied
What we do: 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: Resilient communities(external link)
79% satisfied
What we do: 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: Resilient communities,(external link) Healthy environment,(external link) Prosperous economy(external link)
Where people think we could improve
71% satisfied
What we do: 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: Liveable city(external link), Prosperous economy(external link)
59% satisfied
What we do: 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: Resilient communities(external link), Healthy environment(external link)
59% satisfied
What we do: 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 storm water 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: Prosperous economy(external link), Resilient communities(external link), Healthy environment(external link)
56% satisfied
What we do: 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: Resilient communities(external link), Healthy environment(external link)
55% satisfied
What we do: 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: Resilient communities(external link), Liveable city(external link)
55% satisfied
What we do: 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: Prosperous economy(external link), Liveable city(external link)
53% satisfied
What we do: 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: Prosperous economy(external link), Resilient communities(external link), Healthy environment(external link)
43% satisfied
What we do: 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: Prosperous economy(external link), Healthy environment(external link)
32% satisfied
What we do: 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: Prosperous economy(external link), Liveable city(external link)
28% satisfied
What we do: 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: Prosperous economy(external link), Liveable city(external link)
29% satisfied (surveying residents in general)
What we do: 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: Prosperous economy(external link), Resilient communities(external link)
Additional documents
- Residents Survey Programme 2022/23 Snapshot Summary [PDF, 189 KB]
- General Service Satisfaction Survey Report 2023 [PDF, 13 MB]
- General Service Satisfaction Survey Results Table Summary [PDF, 250 KB]
- Point of Contact Surveys Report 2022/23 [PDF, 1.1 MB]
- Point of Contact Surveys Results Table Summary [PDF, 276 KB]