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.
Results of the 2020–2021 residents survey
What people say we do well
75% satisfied
What we do: Supply clean drinking water to protect the health of our community.
What you think: 75% think Christchurch's water supply is reliable.
What you say: "I recently had an issue with water, and it was dealt with quickly and efficiently."
Community outcomes: Healthy Environment
82% satisfied
What we do: Showcase our garden city, attract residents and visitors.
What you think: 82% are satisfied with our inner city parks.
What you say: "I like that the council is trying to be clean/green and our central city parks look great."
Community outcomes: Liveable city, Healthy environment
Residual waste 80% satisfied / Organic waste 77% satisfied / Recycling 76% satisfied
What we do: Collect and dispose of much of Christchurch's waste and encourage recycling.
What you think: Overall, 78% of people are satisfied with kerbside collections.
What you say: "We have had an excellent service all year that has always been on time and I fully support the initiative of checking people's yellow bins."
Community outcomes: Healthy environment, Prosperous economy
100% satisfied
What we do: Support education with resources for parents, teachers, students and the public.
What you think: 100% are satisfied with the education programmes.
What you say: "Clear instructions, hands on experience, and interesting activities that had everyone involved."
Community outcomes: Resilient communities
95% satisfied
What we do: Inspire discovery, connect people and enrich communities through our public libraries.
What you think: 95% of library users are satisfied with our services.
What you say: "Lots of variety in working spaces and seating, usually quiet, kind and attentive staff and accessible (stairs and elevator)."
Community outcomes: Liveable city, Resilient communities
98% satisfied
What we do: Showcase our garden city, attract residents and visitors.
What you think: 98% are satisfied with the Botanic Gardens, Mona Vale and *Hagley Park.
What you say: "Gardens are well maintained and beautiful, a very tranquil and peaceful place to be."
Community outcomes: Healthy environment, Liveable city
82% satisfied
What we do: Provide a range of information about our services that is timely, relevant, accurate and cost-effective.
What you think: 82% are satisfied with when, how and what we communicate to citizens.
What you say: "Informative, good they share what is happening with the public."
Community outcomes: Prosperous communities, Resilient communities
Walk-in's 97% satisfied / Email 71% satisfied / Telephone 92% satisfied
What we do: Provide respectful, prompt and efficient responses to address needs and resolve issues.
What you think: Overall, 87% are satisfied with our customer service.
What you say: "Friendly, efficient, open, and very well informed making my experience an enjoyable one."
Community outcomes: Resilient communities
Where people think we could improve
36% 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: People think the condition of footpaths need improvement.
What you say: "Footpaths around where I live are overall in poor condition with weeds and rubble, even in the centre city."
Community outcomes: Liveable city, Prosperous economy
74% satisfied
What we do: Make Christchurch a safer, healthier and easier place to get around.
What you think: 74% think Christchurch is a walking-friendly city.
What you say: "There are many overgrowths making walking along the pavements difficult, easy to spot but only sorted if someone reports them."
Community outcomes: Liveable city, Healthy environment
29% 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: People think roads need improvement.
What you say: "Poor road conditions would dominate my reason for complaints."
Community outcomes: Liveable city, Prosperous economy
63% satisfied
What we do: Provide local neighbourhood parks for residents to enjoy.
What you think: 63% are satisfied with their neighbourhood park.
What you say: Users want more regular maintenance and better upkeep of these parks.
Community outcomes: Liveable city, Prosperous economy, Resilient communities
24% satisfied (surveying people who have been involved in the governance process)
What we do: Support active democracy by ensuring people and groups have opportunities for involvement in Council decision making.
What you think: 24% of people who have been involved in the governance process are satisfied with public influence on Council decision making.
Community outcomes: Resilient communities, Prosperous economy
36% satisfied (surveying people who have been involved in the governance process)
What we do: Support active democracy by ensuring people and groups have information and opportunities for involvement in Council decision making.
What you think: 36% of people surveyed who have been involved in the governance process understand how the Council makes decisions.
Community outcomes: Resilient communities, Prosperous economy
What people say they are unsatisfied with
46% small influence / 30% large or some influence
What we do: Support active democracy by ensuring people and groups have information and opportunities for involvement in Council decision making.
What you think: Public influence on Council decision-making is low.
What you say: "The final decision on any matter should be dependent on the will of the people affected, not members of the Bureaucracy administering legislative authority."
Community outcomes: Prosperous economy, Resilient communities
What we're doing about it: Have your say
48% satisfied
What we do: Own and look after some of the city's heritage buildings and sites on behalf of Christchurch's citizens.
What you think: 48% are satisfied with the maintenance and management of heritage buildings.
What you say: "Many heritage features are not looked after."
Community outcomes: Liveable city, Resilient communities
What we're doing about it:
45% satisfied
What we do: Manage flood capacity within the city's rivers and their tributaries.
What you think: 45% are satisfied with stormwater drainage.
What you say: "When it rains, the storm water floods the place instead of going to the drains."
Community outcomes: Prosperous economy, Healthy environment
What we're doing about it: (external link)Stormwater and drainage
Responsiveness 52% satisfied / Quality 45% satisfied
What we do: Supply clean drinking water to protect the health of our community.
What you think: 52% are satisfied with the responsiveness around water supply and 45% are satisfied with the quality of the water.
What you say: "The water supply needs to be sorted so that it no longer requires chlorination."
Community outcomes: Resilient communities, Healthy environment, Prosperous economy
What we're doing about it: Water supply updates
Additional documents
- Residents' Survey Programme 2020-2021 Snapshot Summary [PDF, 110 KB]
- General Service Satisfaction Survey Report 2021 [PDF, 3.3 MB]
- General Service Satisfaction Survey Results Table Summary [PDF, 390 KB]
- General Service Satisfaction Survey Verbatims [PDF, 922 KB]
- Point of Contact Surveys Report 2020-2021 [PDF, 1.5 MB]
- Point of Contact Surveys Results Table Summary [PDF, 462 KB]