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 2021–2022 residents survey
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: "Hagley Park and the Botanic Gardens are fantastic."
Community outcomes: Liveable city(external link), Healthy environment(external link)
95% satisfied
What we do: Provide administrative support to people using our cemetery services.
What you think: 95% of people are satisfied with our cemetery administrative services.
What you say: "We are very fortunate in Christchurch to have an amazing team at Cemeteries both in administration and front line staff."
Community outcomes: Resilient communities(external link), Liveable city(external link)
94% satisfied
What we do: Deliver a high level of customer satisfaction with the range and quality of facilities.
What you think: 94% of sport and recreation facility users are satisfied with the facilities.
What you say: "The staff are incredible – so welcoming and friendly."
Community outcomes: Resilient communities(external link)
94% satisfied
What we do: Inspire discovery, connect people and enrich communities through our public libraries.
What you think: 94% of library users are satisfied with our services.
What you say: "Libraries in Christchurch are wonderful – well resourced with helpful staff. New Brighton Library caters to its community very well."
Community outcomes: Liveable city(external link), Resilient communities(external link)
Walk-in 97% satisfied. Phone 90% satisfied. Email 76% 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: "The customer service representatives are always friendly and helpful."
Community outcomes: Resilient communities(external link)
81% satisfied
What we do: Support community development and capacity building initiatives.
What you think: 81% of people are satisfied with our community development and facilities.
What you say: "Staff are always very approachable and helpful."
Community outcomes: Resilient communities(external link), Liveable city(external link)
Residual waste 81% 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: "The three kerbside bins are the best in NZ. They are always collected on time and put back in the correct place."
Community outcomes: Prosperous economy(external link), Healthy environment(external link)
77% satisfied
What we do: Process resource consent.
What you think: 77% of people are satisfied with our resource consenting process.
What you say: "I was very impressed with the prompt communication from our processing planner, kept me informed of progress the whole way through and the consent was processed very efficiently."
Community outcomes: Prosperous economy(external link)
77% satisfied
What we do: Supply clean drinking water to protect the health of our community.
What you think: 77% are satisfied with the reliability of the water supply.
What you say: "The water...always work[s] well in my suburb."
Community outcomes: Resilient communities,(external link) Healthy environment,(external link) Prosperous economy(external link)
Where people think we could improve
57% satisfied
What we do: Supply clean drinking water to protect the health of our community.
What you think: 57% are satisfied with the responsiveness around water supply.
What you say: "They take too long to repair the water leaks in suburbs."
Community outcomes: Prosperous economy(external link), Resilient communities(external link), Healthy environment(external link)
56% satisfied
What we do: Provide local neighbourhood parks for residents to enjoy.
What you think: 56% are satisfied with their neighbourhood park.
What you say: "Ease of access, the beauty of the green space, the plantings, both floral and other".
Community outcomes: Prosperous economy(external link), Resilient communities(external link), Liveable city(external link)
49% 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: "It will be good to create more affordable parking options in the CBD to encourage more people to come into the city."
Community outcomes: Prosperous economy(external link), Liveable city(external link)
27% 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: Improve the condition of the road network across the city.
What you say: "Main areas I think need addressing is the roads, roadworks are taking too long and aren't done to a good standard."
Community outcomes: Prosperous economy(external link), Liveable city(external link)
35% 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: Improve the condition of the city's footpaths.
What you say: "Roadwork disruption, footpaths not in good condition."
Community outcomes: Prosperous economy(external link), Liveable city(external link)
44% satisfied
What we do: Manage flood capacity within the city's rivers and their tributaries.
What you think: 44% are satisfied with stormwater drainage.
What you say: "Stormwater drains often aren't cleared in time for heavy rains."
Community outcomes: Prosperous economy(external link), Healthy environment(external link)
46% satisfied
What we do: Supply clean drinking water to protect the health of our community.
What you think: 46% are satisfied with the supply and quality of the water.
What you say: "Dissatisfied with chlorine still in water..."
Community outcomes: Prosperous economy(external link), Resilient communities(external link), Healthy environment(external link)
Participation in decision making 26% 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.
What you say: "I think the decision making around some of these things is very opaque – I suspect if the public understood some of the restrictions, funding issues, and moving parts around these decisions, we'd be a lot more understanding at perceived lack of progress on some issues. The main thing I'd like to see the council do more is be open about why they are or aren't doing things."
Community outcomes: Prosperous economy(external link), Resilient communities(external link)
Additional documents
- Residents Survey Programme 2021-2022 Snapshot Summary [PDF, 99 KB]
- General Service Satisfaction Survey Report 2022 [PDF, 4.3 MB]
- General Service Satisfaction Survey Results Table Summary [PDF, 309 KB]
- Point of Contact Surveys Report 2021-2022 [PDF, 1.2 MB]
- Point of Contact Surveys Results Table Summary [PDF, 495 KB]