Resident Satisfaction Survey 2025

Overview

Most Council services have targets for resident satisfaction in the Long Term Plan and reported in Council’s annual report.

This survey is carried out independently by SIL Research each year. Six hundred residents are randomly selected via telephone, a postal mailout and social media. Data is weighted to reflect location, gender and age group proportions as per the Census. The sample size allows a 95% confidence level, +/- 4-5% when the results are reported as totals. The first survey was produced in 2008.

Residents are encouraged to participate because the survey provides a scientifically robust report on how Marlburians perceive their Council. Research is undertaken in accordance with the principles set out in the RANZ Code of Practice, based on the ESOMAR Code of Conduct for Market Research. Further information on the survey methodology can be found at the front of each survey report.

Resident Satisfaction Survey 2025

This year resident satisfaction was maintained at 67%, similar to the 68% recorded in 2024 and 66% in 2023.

Thirty-seven out of 49 (76%) services rated by residents achieved satisfaction of 60% or above, with 10 services achieving 80% satisfaction or higher, consolidating the generally positive sentiment across most service areas seen in recent years.

The top five performing services remained consistent, with only minor changes in rankings: public library services (90%), cemeteries (89%), parks and reserves (87%), sports grounds (87%), and swimming pools (86%).

Satisfaction is largely consistent compared to 2024, although some significant differences were measured, with a near-even mix of increases and decreases. The greatest increases were for kerbside rubbish and recycling collection (84%, up from 65% in 2024); freshwater, coastal and land environments and information available (64%, up from 48% in 2024); managing emerging threats (66%, up from 52% in 2024); Council communications (80%, up from 68% in 2024), and unsealed roads (52% in 2025, up from 43% in 2024).

In contrast, the most significant declines in satisfaction were for drinking water supply (67%, down from 81% in 2024); tourism (63%, down from 74% in 2024); car parking (55%, down from 66% in 2024) and dog control (68%, down from 76% in 2024).

Council’s overall rating of 67% is again ahead of the New Zealand council benchmark of 50%.