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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
- 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]