We value feedback from our residents. It is important to know what you think about our services.

Every second year, we carry out a survey to gather information from residents about our services and facilities. This helps us plan for the needs of our growing community.

2022 Logan Listens: Residents' Survey

This year the Residents' Survey was conducted in 2 parts:

• one part focused on customer experience
• one part focused on services and facilities.

The survey results will help us understand your views on the importance of:

• the services delivered by Council
• your satisfaction in how those services are delivered.

It will also help us understand our future priorities and improvement opportunities.

2022 survey results

Although the overall mean satisfaction fell in 2022 compared to 2020, a 10 percent fall in satisfaction and a 6 percent rise in dissatisfaction, our results remain high relative to other surveyed local councils.

In fact, Logan City Council’s 2022 mean score for overall satisfaction remained the highest when benchmarked across seven regional Queensland Councils.

The top reason for being satisfied was that we were Doing a good job, 48 percent.

Other leading reasons included:

• Do not have any major issue, 10 percent
• Roads and traffic, 8 percent
• Good place to live, 8 percent.

Conversely, Roads and traffic at 37 percent, was the leading reason for dissatisfaction from residents. Council facilities/services, 14 percent and Information sharing and communication, 12 percent, were other leading reasons.

It is important to acknowledge that substantial damage caused by flooding and weather events contributed to the current dissatisfaction regarding roads. This theme is consistent with other councils across eastern Australia, over the past 12 months.

The impact of the flooding and ongoing wet weather events in Logan has also likely contributed to lower satisfaction results for services relating to pest weed control, mosquito management and water quality in Albert and Logan Rivers.

Here’s an overview of how we did in 2022, in line with our Corporate Plan Focus Areas.

Healthy Connected Community

• Healthy Connected Community was a high performing service area, with 8 of 19 services recording high average satisfaction ratings. The remaining 11 services recording medium-level ratings.

Environment

• 3 waste management services (general waste collection, recycling and reuse facilities, and free tipping vouchers) recorded high average satisfaction ratings.
• 1 in 4 residents surveyed did not provide a rating for the target to be carbon neutral by the end of 2022. However, this was lower than in 2020 when 36 percent couldn’t say.

Infrastructure

• 4 of the 9 services (sewerage services, accessibility of parks, water supply, and maintenance of parks) recorded high average satisfaction ratings.
• 4 of 9 services (accessibility of parks, water supply, maintenance of parks and maintenance of local roads) showed a significant deterioration between 2020 and 2022. As stated earlier, it is acknowledged that substantial damage caused by flooding and weather events is contributing to the current dissatisfaction regarding roads and other infrastructure.

Proud City

• 2 of the 7 services (Libraries and running council funded festivals and events) recorded high average satisfaction ratings.
• All Proud City Services achieved greater than 50 percent satisfied and achieved high to very high ratings.

Economy and Growth

• All services achieved a mean score above 3.0 neutral.
• Significantly more residents felt there were enough local jobs compared to 2020. This is likely to be a factor of the tightening job market and falling unemployment rates.

High performing organisation

• 2 of the 5 services (Disaster management, Disaster Dashboard and Early Warning Service) recorded high average satisfaction ratings.
• Disaster management had 5 times as many 60 percent satisfied and 12 % dissatisfied. Informing the community about our services and facilities, and consulting the community were the lowest scoring.

Customer Experience

• 10 times as many customers surveyed in 2022 agreed, 80 percent. Council staff were efficient, professional, polite and knowledgeable as to disagreed, 8 percent.
• The mean score for overall satisfaction with customer experience maintained the same extremely high level attained in 2020.
• Reporting an issue like maintenance/missed bin/parks mowing was significantly higher in 2022 than 2020, and Make a complaint was significantly lower.
• There was a 19 percent, a significant increase in awareness of the online rates portal.

Flooding event

• 50 percent of residents surveyed agreed and 14 percent disagreed that Council was proactive in sharing information and keeping them informed during the recent flooding event.
• 15 percent of residents surveyed said Council was efficient and 9 percent said Council did their best. Against this, 7 percent of the total said they experienced delays in getting support and 6 percent were not aware of Council activities.
• Nearly 4 times as many residents surveyed agreed, 43 percent that Council acted quickly in providing support, as to those who disagreed, 11 percent.

You can download the 2022 report: Logan Listens residents' survey 2022 (PDF 3.33 MB).