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Blacktown City Council
ty
Council
Prepared by: Micromex Research
Date: December 2019 Community Satisfaction Survey
Prepared by: Micromex Research
Date: December 2019
Table of Contents
Summary and Recommendations ........................................................................................... 3
Summary of Results – Quick Stats ................................................................................................... 4
Summary and Recommendations ................................................................................................ 5
Background and Methodology ................................................................................................ 8
Sample Profile .......................................................................................................................... 11
Key Findings ............................................................................................................................. 13
Overview (Overall satisfaction) .................................................................................................... 14
Overview (Council’s Level of Communication) ......................................................................... 15
Overview (Key challenges facing the area) .............................................................................. 16
Overview (Opportunities to have a say) ..................................................................................... 17
Section A – Satisfaction with Council and the Local Area ................................................. 36
Overall Satisfaction with Council’s Performance ....................................................................... 37
Belonging to the Local Community ............................................................................................ 38
Key Challenges facing Blacktown City Council ......................................................................... 39
Opportunities to Have a Say ........................................................................................................ 40
Section B – Contact with Blacktown City Council ................................................................ 41
Contact with Council in the Last 12 Months ............................................................................... 42
Satisfaction with Contact with Council ....................................................................................... 43
Council’s Level of Communication ............................................................................................. 44
Communication Mediums ............................................................................................................ 45
Section E – Importance of, and Satisfaction with, Council Services & Facilities ................ 46
Key Service Areas’ Contribution to Overall Satisfaction ............................................................... 49
Appendix A – Demographics ................................................................................................. 50
Appendix B – Additional Analysis .......................................................................................... 50
Appendix C – Questionnaire .................................................................................................. 50
Summary and
Recommendations
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 4
Summary of Results – Quick Stats
The level of
communication
Council
currently has
with the
community
Litter control
and rubbish
dumping
Availability of
car parking
near train
stations and bus
interchanges
Managing new
development in
your area
Condition of
local roads
of residents are at least
somewhat satisfied with the
overall performance of
Council over the last 12
months
Key Drivers of Overall Satisfaction with Council
49 out of 53
Residents are at least
moderately satisfied with
Council services/facilities
91%
of residents strongly
agree/agree with the
statement ‘I have a
sense of belonging to
my local community’
of residents are at
least somewhat
satisfied with
Council’s level of
communication
of those who contacted
Council were at least
somewhat satisfied with
way their contact was
handled
86%
72%
88%
of residents are at least
somewhat satisfied with the
opportunities to have a say
on important issues
86%
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 5
Summary and Recommendations
Summary
2019 research in the Blacktown City Council area demonstrated high satisfaction in many areas.
• 91% of residents are at least somewhat satisfied with the performance of Council over the last 12
months. This result is on par with previous results and is above the Micromex LGA Metro benchmark
• The Shapley regression analysis highlights key themes including cleanliness of the area, availability
of car parking, and management of development with the top drivers of overall satisfaction with
Council being ‘litter control and rubbish dumping’, ‘availability of parking near train stations and
bus interchanges’, and ‘managing new development in your area’
• In this years’ research a re-run of the key drivers contributing to overall satisfaction was carried out,
but with the inclusion of Q4 ‘how satisfied are you with the level of communication Council currently
has with the community?’. The second Shapley regression highlights the importance of community
engagement and consultation. The results demonstrated that ‘the level of communication Council
currently has with the community’ is a strong driver of overall satisfaction, contributing more than
three times as much as all other measures (17.3%)
• Residents are at least moderately satisfied with 49 of the 53 services/facilities.
Recommendations
In order to help drive overall and service specific satisfaction, Council should look to better understand
community expectations around the level, type, and frequency of Council communications.
Particularly on key topic areas such as:
➢ The local environment has emerged as a theme in 2019. Council should look to understand and
explore resident expectations in relation to the local environment, as this appears to have become
a higher priority area
➢ Clarify expectations in relation to general appearance of the LGA and identify ways to reduce the
amount of waste around the area
➢ Continue to advocate and consult with the community on the issues relating back to population
growth, and the level of planning and development required for the growing population
➢ Continue to work with the community to address the issue of parking and roads in the area as well
as other issues associated with the local road network.
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 6
Summary and Recommendations
Based on the results provided we suggest Council considers undertaking further exploration to gain a
greater understanding of community expectations for the following key areas:
Beautification/cleanliness of the area
A key theme that emerged from the research was the general appearance and cleanliness of the local
area.
• 14% of residents suggested ‘appearance/cleanliness of the area/litter control and waste
management’ as a key challenge facing the Blacktown area in the next 10 years.
• ‘Keeping public places clean’, ‘domestic garbage and recycling’ and ‘healthy natural waterways’
were ranked in the top 5 most important by Blacktown residents.
• ‘Appearance of Mount Druitt CBD’ and ‘domestic garbage and recycling’ were ranked in the
bottom 5 in terms of satisfaction.
• ‘Keeping public places clean’ and ‘graffiti removal’ were identified as being in the top 6 measures
with the largest performance gaps.
• ‘Litter control and rubbish dumping’ was the strongest driver of overall satisfaction. ‘Domestic
garbage and recycling’ as well as ‘keeping public places clean’ were also in the top 14 drivers.
Protection of the natural environment
Protection of the natural environment also emerged as a theme.
• Protection of natural bushland was one of the top 8 drivers of overall satisfaction. This measure was
also ranked 4th in terms of importance.
• ‘Healthy natural waterways’ was ranked 2nd in terms of importance overall.
• ‘Protecting bush land and biodiversity during development’, ‘Healthy natural waterways’ and
‘protection of natural bushland’ were identified as being in the top 15 measures with the largest
performance gaps.
Key Areas for Engagement & Consultation
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 7
Summary and Recommendations
Car parking, roads and connectivity
Maintaining roads and the availability of parking were frequently mentioned throughout the report.
• ‘Maintaining/upgrading roads’ and ‘availability, control and cost of car parking’ were mentioned
in the top 10 challenges facing the area for Blacktown residents.
• ‘Condition of local roads’ was ranked 3rd overall in terms of importance.
• 3 of the bottom 5 rated measures in terms of satisfaction related to availability of car parking in the
local area, suggesting it is key concern for residents across all areas of the LGA.
• ‘Availability of car parking near train stations and bus interchanges’, ‘availability of car parking in
Blacktown CBD’, and ‘condition of local roads’ were ranked in the top 5 measures with the largest
performance gaps.
• ‘Condition of local roads’ and ‘availability of car parking near train stations and bus interchanges’
were 2 of the top 14 drivers of overall satisfaction.
As well as roads, footpaths were frequently mentioned throughout the report.
• ‘Condition of footpaths’ and ‘access to footpath networks’ were 2 of the top 8 drivers of overall
satisfaction.
• ‘Condition of footpaths’ was also within the top 10 measures with the largest performance gaps.
Managing overpopulation and development in the area
Managing development and population growth in the area was top of mind for Blacktown residents.
• 33% of residents suggested ‘overpopulation and development’ as a key challenge facing the area
in the next 10 years.
• ‘Managing new development in your area’ and ‘protecting bush land and biodiversity during
development’ were 2 measures identified as being in the top 10 measures with the largest
performance gaps.
• ‘Managing new development in your area’ was also one of the top 5 drivers of overall satisfaction.
• ‘Protecting bush land and biodiversity during development’ was ranked 5th in terms of importance.
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 8
.
Background and
Methodology
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 9
Background and Methodology Blacktown City Council sought to examine community attitudes and perceptions towards current and
future services and facilities provided by Council. Key objectives of the research included:
• Assessing and establishing the community’s priorities and satisfaction in relation to Council activities,
services, and facilities
• Identifying the community’s overall level of satisfaction with Council’s performance
• Identifying methods of communication and engagement with Council
• Identifying top priority areas for Council to focus on.
To facilitate this, Micromex Research was contracted to develop a survey template that enabled Council
to effectively analyse attitudes and trends within the community.
Questionnaire
Micromex Research, together with Blacktown City Council, updated the 2017 questionnaire.
A copy of the questionnaire is provided in Appendix C.
Data collection
The survey was conducted during the period 7th-18th November 2019 from 4:30pm to 8:30pm Monday to
Friday, and from 10am to 4pm Saturday.
Survey area
Blacktown City Council Local Government Area.
Sample selection and error
A total of 603 resident interviews were completed.
460 of the 603 respondents were selected by means of a computer based random selection process using
the electronic White Pages and SamplePages. The remaining 143 respondents were ‘number harvested’
via face-to-face intercept at a number of areas around the Blacktown LGA, i.e. Westpoint Shopping
Centre, Blacktown Train Station, Mount Druitt Train Station and Stanhope Leisure Centre/shops.
A sample size of 603 residents provides a maximum sampling error of plus or minus 4.0% at 95% confidence.
This means that if the survey was replicated with a new universe of N=603 residents, 19 times out of 20 we
would expect to see the same results, i.e. +/- 4.0%.
For the survey under discussion the greatest margin of error is 4.0%. This means, for example, that an answer
such as ‘yes’ (50%) to a question could vary from 46% to 54%.
The sample was weighted by age and gender to reflect the 2016 ABS Census data for Blacktown City
Council.
Interviewing
Interviewing was conducted in accordance with the AMSRS (Australian Market and Social Research
Society) Code of Professional Behaviour.
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 10
Background and Methodology Prequalification
Participants in this survey were pre-qualified as being over the age of 18, and not working for, nor having
an immediate family member working for, Blacktown City Council.
Data analysis
The data within this report was analysed using Q Professional.
Significance difference testing is a statistical test performed to evaluate the difference between two
measurements. To identify the statistically significant differences between the groups of means, ‘One-Way
Anova tests’ and ‘Independent Samples T-tests’ were used. ‘Z Tests’ were also used to determine
statistically significant differences between column percentages.
Within the report, ▲▼ and blue and red font colours are used to identify statistically significant differences
between groups, i.e., gender, age, and ratepayer status.
Ratings questions
The Unipolar Scale of 1 to 5, where 1 was the lowest importance or satisfaction and 5 the highest
importance or satisfaction, was used in all rating questions.
This scale allowed us to identify different levels of importance and satisfaction across respondents.
Top 2 Box: refers to the aggregate percentage (%) score of the top two scores for importance. (i.e.
Important & Very Important)
Note: Only respondents who rated services/facilities a 4 or 5 in importance were asked to rate their
satisfaction with that service/facility.
Top 3 Box: refers to the aggregate percentage (%) score of the top three scores for satisfaction. (i.e.
Somewhat Satisfied, Satisfied & Very Satisfied).
Percentages
All percentages are calculated to the nearest whole number and therefore the total may not exactly
equal 100%.
Micromex LGA Benchmark
Micromex has worked for over 90 LGAs in the last 10 years and conducted over 70 community satisfaction
surveys since 2016. We have compared Blacktown City Council results against those of the developed
Council Benchmarks based on over 30,000 interviews.
Sample Profile
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 12
Sample Profile
A sample size of 603 residents provides a maximum sampling error of plus or minus 4.0% at 95% confidence. The sample has been
weighted by age and gender to reflect the 2016 ABS community profile of Blacktown City Council.
Gender
Male 49% Female 51%
34%30%
22%
9%5%
18-34 35-49 50-64 65-75 75+
Age
Time Lived in the Area
N=603
Telephone
Interviews with
Blacktown City
Council
Residents
4% 7%11%
21%
57%
Up to 2
years
2-5 years 6-10 years 11-20 years More than
20 years
Country of birth
Australia 68% Overseas 32% Ratepayer
75%
Ratepayer status
Non-ratepayer
25%
Lease
Key Findings
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 14
Key Findings
Overview (Overall satisfaction)
Summary
Overall satisfaction with Council scores have remained consistent with previous years, with 91% of residents
being at least somewhat satisfied. The mean rating of 3.64 is higher than the Micromex LGA Metro
Benchmark.
Q7. Overall, for the last 12 months, how satisfied are you with the performance of Blacktown City Council, not just
on one or two issues, but across all responsibility areas?
T3B Satisfaction Scores
Mean ratings 3.64 3.67 3.66 3.75 3.73
Blacktown City
Council
Micromex LGA
Benchmark –
Metro
Mean ratings 3.64 3.55
T3B Satisfaction 91% 90%
Scale: 1 = not at all satisfied, 5 = very satisfied
91% 92% 93% 94% 94%
2019 2017 2015 2013 2011
3%
7%
32%
47%
11%
2%
7%
28%
51%
12%
0% 20% 40% 60%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
Blacktown City Council N=603 Micromex LGA Benchmark - Metro N=19,937
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 15
Key Findings
Overview (Council’s Level of Communication)
Summary
88% of residents are at least somewhat satisfied with Council’s level of communication. The mean rating of
3.60 is significantly higher than the Micromex Metro LGA Benchmark.
Q4. How satisfied are you with the level of communication Council currently has with the community?
T3B Satisfaction Scores
↑↓ = Significantly higher/lower rating (compared to the benchmark)
Mean
ratings 3.60 3.69 3.70 3.79 3.73
Blacktown City
Council
Micromex LGA
Benchmark –
Metro
Mean ratings 3.60↑ 3.44
T3B Satisfaction 88% 84%
5%
11%
29%
45%
10%
6%
6%
26%
46%
16%
0% 20% 40% 60%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
Blacktown City Council N=603 Micromex LGA Benchmark - Metro N=7,528
88% 89% 89% 93% 92%
2019 2017 2015 2013 2011
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 16
Key Findings
Overview (Key challenges facing the area)
Summary
Similar to previous research, 33% of residents view overpopulation and development as a key challenge
facing the area in the next 10 years. Residents also suggested maintaining and improving the current
services and facilities that are available to them as a challenge (22%), General appearance and
cleanliness of the area as well as community safety/crime prevention were also key concerns for Blacktown
residents.
Q9. What are the key challenges facing Blacktown City Council in the next 10 years?
Word Frequency Tagging
Verbatim responses for this question were collated and entered into analytical software. This analysis ‘counts’ the number of times a
particular word or phrase appears and, based on the frequency of that word or phrase, a font size is generated. The larger the font,
the more frequently the word or sentiment is mentioned.
10%
11%
11%
12%
12%
14%
14%
22%
33%
0% 5% 10% 15% 20% 25% 30% 35%
Services/facilities for youth and children
Public transport
Availability, control and cost of car parking
Maintaining/upgrading roads
Traffic management/control of congestion
Community safety/crime prevention
Appearance/cleanliness of the area/litter control and
waste management
Maintaining and improving infrastructure, services and
facilities
Overpopulation and development
Base: N=603 Please see appendix B for list of responses
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 17
Key Findings
Overview (Opportunities to have a say)
Summary
86% of residents are at least somewhat satisfied with the opportunities to have a say on important issues.
This result has remained on par with 2017.
Q10. How satisfied are you with the opportunities to have a say on important issues?
Ratepayer Non-ratepayer Born in Australia Born overseas
Mean ratings 3.35 4.02▲ 3.44 3.69
Scale: 1= not at all satisfied, 5 = very satisfied
▲▼ = A significantly higher/lower level of satisfaction (by group)
Overall
2019
Overall
2017 Male Female 18-34 35-49 50-64 65-74 75+
Mean
ratings 3.52 3.53 3.53 3.50 3.61 3.51 3.40 3.45 3.62
4%
11%
26%
45%
14%
7%
7%
29%
41%
16%
0% 10% 20% 30% 40% 50%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
2019 N=603 2017 N=602
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 18
Key Findings
A core element of this community survey was the rating of 53 facilities/services in terms of Importance and
Satisfaction. The following analysis identifies the key importance and satisfaction trends when compared
to the 2017 research.
Key Importance Trends
Compared to the previous research conducted in 2017, there were significant increases in residents’ levels
of importance for 3 of the comparable 49 services and facilities provided by Council, these were:
2019 2017
Healthy natural waterways 4.73 4.62
Protecting bush land and biodiversity during development 4.61 4.45
Protection of natural bush land 4.61 4.49
There was also a significant decline in residents’ level of importance placed on the following:
2019 2017
Condition of sports fields and facilities 4.22 4.36
Access to sporting and recreational facilities 4.14 4.36
Library facilities and services 3.97 4.15
Community centres & halls 3.93 4.08
Scale: 1 = not at all important, 5 = very important
Key Satisfaction Trends
Over the same period there was a significant increase in residents’ levels of satisfaction across 2
services/facilities provided by Council, these were:
2019 2017
Condition of cycleways 3.83 3.57
Appearance of Blacktown CBD 3.35 3.15
Scale: 1 = not at all satisfied, 5 = very satisfied
There were no significant declines in residents’ levels of satisfaction across the services and facilities
provided by Council.
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 19
Key Findings Importance
The following services/facilities received the highest importance ratings:
Top 5 for Importance Mean
ratings T2 Box
Keeping public places clean 4.75 95%
Healthy natural waterways 4.73 92%
Condition of local roads 4.72 94%
Domestic garbage and recycling 4.68 95%
Access to public transport 4.67 90%
The following services/facilities received the lowest importance ratings:
Bottom 5 for Importance Mean
ratings T2 Box
Blacktown Arts Centre facilities and services 3.00 34%
Council internet/computer service 3.28 46%
Childcare facilities and services 3.34 53%
Availability of parking in Mount Druitt CBD 3.69 60%
Appearance of Mount Druitt CBD 3.71 61%
Scale: 1 = not at all important, 5 = very important
Satisfaction
The following services/facilities received the highest satisfaction ratings:
Top 5 for Satisfaction Mean
ratings T3 Box
Library facilities and services 4.40 100%
Blacktown International Sports Park 4.33 97%
Domestic garbage and recycling 4.20 94%
Council internet/computer service 4.11 95%
Community centres and halls 4.10 94%
The following services/facilities received the lowest satisfaction ratings:
Bottom 5 for Satisfaction Mean
ratings T3 Box
Availability of car parking near train stations and bus interchanges 2.73 57%
Availability of car parking in Blacktown CBD 2.73 59%
Public toilets 2.84 61%
Availability of car parking in Mount Druitt CBD 2.96 61%
Appearance of Mount Druitt CBD 3.00 68%
Scale: 1 = not at all satisfied, 5 = very satisfied
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 20
Key Findings The following table shows the hierarchy of the 53 services/facilities ranked by the top 2 box importance
ratings, as well as residents’ corresponding top 3 box satisfaction ratings. The services/facilities ranked most
important by residents, based on the top 2 box importance scores are ‘domestic garbage and recycling’
and ‘keeping public places clean’, with top 2 box importance scores of 95%. For the most part, the majority
of services/facilities provided by Council are considered highly important, with only 13 measures falling
below a 70% T2B rating. This is why further analysis is needed to determine the services/facilities that actually
drive overall satisfaction with Council.
Domestic garbage and recycling 95% 94%
Keeping public places clean 95% 82%
Condition of local roads 94% 75%
Protection of natural bush land 93% 89%
Protecting bush land and biodiversity during
development 92% 84%
Healthy natural waterways 92% 82%
Litter control and rubbish dumping 91% 91%
Support for people with a disability 91% 87%
Protection of the local environment 90% 91%
Access to public transport 90% 87%
Availability of car parking near train stations
and bus interchanges 90% 57%
Storm water drain flood prevention 89% 90%
Support for aged persons 89% 89%
Community safety/crime prevention 89% 85%
Condition of local parks and playgrounds 88% 85%
Encouragement of local employment 88% 85%
Traffic management on local roads 88% 81%
Support for local business 87% 89%
Support for youth 87% 85%
Condition of footpaths 87% 77%
Council's water and energy use 84% 94%
Access to parks and playgrounds 84% 94%
Council's provision of information to residents 84% 81%
Managing new development in your area 83% 73%
Public toilets 83% 61%
Swimming pools and leisure centres 81% 94%
Condition of sports fields and facilities 81% 94%
Access to footpath networks 81% 83%
Protecting heritage values and buildings 80% 88%
Development compatible with the local area 80% 80%
Community involvement in environmental issues 79% 88%
Appearance of Blacktown CBD 79% 79%
Enforcement of planning and development
controls 79% 77%
Graffiti removal 79% 68%
Access to sporting and recreational facilities 78% 94%
Council's effort to reduce its own environmental
impact 76% 86%
Availability of car parking in Blacktown CBD 78% 59%
Support for the multicultural community 73% 94%
Opportunities to participate in Council decision
making 71% 76%
Importance T2B Service/Facility (Ranked by importance)
Satisfaction T3B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 21
Key Findings - Continued
Library facilities and services 70% 100%
Community centres & halls 69% 94%
Addressing climate change 67% 74%
Blacktown International Sports Park 66% 97%
Festivals and major events 66% 96%
Promoting Blacktown City as a visitor destination 64% 88%
Dog and cat control 64% 86%
Condition of cycleways 62% 90%
Access to cycleway networks 61% 90%
Appearance of Mount Druitt CBD 61% 68%
Availability of car parking in Mount Druitt CBD 60% 61%
Childcare facilities and services 53% 94%
Council internet/computer service 46% 95%
Blacktown Arts Centre facilities and services 34% 94%
Importance T2B Service/Facility (Ranked by importance)
Satisfaction T3B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 22
Comparison to the Micromex LGA Benchmark
By charting residents’ top 2 importance scores (important/very important) against the LGA Metro
Benchmark scores we can see, for the most part, that the majority of comparable service/facilities
provided by Council are deemed equal to, if not more important than Benchmark norms.
Importance T2B – Blacktown City Council Vs LGA Benchmark
30%
40%
50%
60%
70%
80%
90%
100%
Blacktown City Council T2B Importance LGA Metro Benchmark T2B Importance
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 23
Comparison to the Micromex LGA Benchmark The table below shows the variance between Blacktown City Council’s top 2 box importance scores and
the Micromex LGA Metro Benchmark. We can see that for 30 of the comparable services/facilities,
residents’ top 2 box scores are higher than, or equal to the Benchmark score. For those that are lower than
Benchmark norms, 4 services, ‘Blacktown International Sports Park’, ‘availability of car parking in Mount
Druitt CBD’, ‘Blacktown Arts Centre facilities and Services’, and ‘Appearance of Mount Druitt CBD’
experienced a variance of ≥10%.
Service/Facility
Blacktown City
Council
T2B
Importance
Scores
Micromex LGA
Benchmark –
Metro
T2B
Importance
Scores
Variance
Support for youth 87%▲ 69% 18%
Swimming pools and leisure centres 81%▲ 68% 13%
Support for aged persons 89%▲ 77% 12%
Graffiti removal 79%▲ 67% 12%
Promoting Blacktown City as a visitor destination 64%▲ 52% 12%
Keeping public places clean 95%▲ 84% 11%
Support for people with a disability 91%▲ 81% 10%
Storm water drain flood prevention 89% 80% 9%
Availability of car parking near train stations and bus interchanges 90% 82% 8%
Protection of natural bush land 93% 85% 8%
Condition of cycleways 62% 54% 8%
Support for the multicultural community 73% 66% 7%
Access to cycleway networks 61% 54% 7%
Community centres & halls 69% 62% 7%
Protecting bush land and biodiversity during development 92% 86% 6%
Protecting heritage values and buildings 80% 74% 6%
Festivals and major events 66% 61% 5%
Protection of the local environment 90% 86% 4%
Encouragement of local employment 88% 84% 4%
Condition of local roads 94% 90% 4%
Healthy natural waterways 92% 89% 3%
Public toilets 83% 80% 3%
Condition of sports fields and facilities 81% 78% 3%
Support for local business 87% 84% 3%
Condition of local parks and playgrounds 88% 85% 3%
Litter control and rubbish dumping 91% 89% 2%
Council's provision of information to residents 84% 82% 2%
Condition of footpaths 87% 86% 1%
Access to sporting and recreational facilities 78% 78% 0%
Domestic garbage and recycling 95% 95% 0%
Community safety/crime prevention 89% 90% -1%
Traffic management on local roads 88% 89% -1%
Access to parks and playgrounds 84% 85% -1%
Managing new development in your area 83% 85% -2%
Access to public transport 90% 92% -2%
Council's effort to reduce its own environmental impact 76% 78% -2%
Dog and cat control 64% 66% -2%
Library facilities and services 70% 74% -4%
Availability of car parking in Blacktown CBD 78% 82% -4%
Access to footpath networks 81% 86% -5%
Development compatible with the local area 80% 85% -5%
Opportunities to participate in Council decision making 71% 76% -5%
Appearance of Blacktown CBD 79% 84% -5%
Enforcement of planning and development controls 79% 85% -6%
Childcare facilities and services 53% 61% -8%
Blacktown International Sports Park 66%▼ 78% -12%
Availability of car parking in Mount Druitt CBD 60%▼ 82% -22%
Blacktown Arts Centre facilities and services 34%▼ 57% -23%
Appearance of Mount Druitt CBD 61%▼ 84% -23% ▲/▼ = positive/negative difference equal to/greater than 10% from LGA Benchmark
Note: Benchmark differences are based on assumed variants of +/- 10%, with variants beyond +/- 10% more likely to be significant
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 24
Comparison to the Micromex LGA Benchmark
When viewing the results of the top 3 box satisfaction scores (somewhat satisfied/satisfied/very satisfied),
Blacktown City Council is performing above the LGA Benchmark across a number of comparable
services/facilities. The table on the following page further analyses the variance between Blacktown City
Council T3B satisfaction scores and Benchmark norms.
Satisfaction T3B – Blacktown City Council Vs LGA Benchmark
50%
60%
70%
80%
90%
100%
Blacktown City Council T3B Satisfaction Micromex LGA Metro Benchmark T3B Satisfaction
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 25
Comparison to the Micromex LGA Benchmark
The table below shows the variance between Blacktown City Council’s top 3 box satisfaction scores and
the Micromex LGA Metro Benchmark. We can see that for 36 of the comparable services/facilities,
residents’ top 3 box scores are higher than, or equal to the Benchmark score. For those that are lower than
Benchmark norms, 2 services, ‘graffiti removal’, and ‘appearance of Mount Druitt CBD’, experienced a
variance of ≥10%.
Service/Facility
Blacktown City
Council
T3B
Satisfaction
Scores
Micromex LGA
Benchmark –
Metro
T3B Satisfaction
Scores
Variance
Access to cycleway networks 90%▲ 70% 20%
Condition of cycleways 90%▲ 70% 20%
Litter control and rubbish dumping 91%▲ 78% 13%
Traffic management on local roads 81%▲ 69% 12%
Development compatible with the local area 80%▲ 69% 11%
Support for the multicultural community 94%▲ 84% 10%
Access to footpath networks 83%▲ 73% 10%
Opportunities to participate in Council decision making 76% 68% 8%
Enforcement of planning and development controls 77% 69% 8%
Protecting heritage values and buildings 88% 80% 8%
Swimming pools and leisure centres 94% 86% 8%
Blacktown Arts Centre facilities and services 94% 87% 7%
Promoting Blacktown City as a visitor destination 88% 81% 7%
Childcare facilities and services 94% 87% 7%
Blacktown International Sports Park 97% 91% 6%
Library facilities and services 100% 94% 6%
Festivals and major events 96% 90% 6%
Storm water drain flood prevention 90% 85% 5%
Access to public transport 87% 82% 5%
Community centres & halls 94% 89% 5%
Support for local business 89% 85% 4%
Protection of the local environment 91% 87% 4%
Managing new development in your area 73% 69% 4%
Condition of footpaths 77% 73% 4%
Council's effort to reduce its own environmental impact 86% 82% 4%
Access to parks and playgrounds 94% 90% 4%
Condition of sports fields and facilities 94% 91% 3%
Access to sporting and recreational facilities 94% 91% 3%
Protection of natural bush land 89% 87% 2%
Support for youth 85% 83% 2%
Support for people with a disability 87% 85% 2%
Council's provision of information to residents 81% 79% 2%
Support for aged persons 89% 88% 1%
Domestic garbage and recycling 94% 94% 0%
Condition of local roads 75% 75% 0%
Encouragement of local employment 85% 85% 0%
Community safety/crime prevention 85% 87% -2%
Availability of car parking in Mount Druitt CBD 61% 63% -2%
Healthy natural waterways 82% 84% -2%
Dog and cat control 86% 88% -2%
Protecting bush land and biodiversity during development 84% 87% -3%
Keeping public places clean 82% 85% -3%
Availability of car parking in Blacktown CBD 59% 63% -4%
Condition of local parks and playgrounds 85% 90% -5%
Availability of car parking near train stations and bus interchanges 57% 63% -6%
Appearance of Blacktown CBD 79% 85% -6%
Public toilets 61% 70% -9%
Graffiti removal 68%▼ 80% -12%
Appearance of Mount Druitt CBD 68%▼ 85% -17%
▲/▼ = positive/negative difference equal to/greater than 10% from LGA Benchmark
Note: Benchmark differences are based on assumed variants of +/- 10%, with variants beyond +/- 10% more likely to be significant
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 26
Key Findings
Identifying Priorities via Specialised Analysis
The specified research outcomes required us to measure both community importance and community
satisfaction with a range of specific service delivery areas. In order to identify core priorities, we undertook
a 2-step analysis process on the stated importance and rated satisfaction data, after which we conducted
a third level of analysis. This level of analysis was a Shapley Regression on the data in order to identify which
facilities and services are the actual drivers of overall satisfaction with Council.
By examining these approaches to analysis, we have been able to:
• Identify and understand the hierarchy of community priorities
• Inform the deployment of Council resources in line with community aspirations.
Step 1. Performance Gap Analysis (PGA)
PGA establishes the gap between importance and satisfaction. This is calculated by subtracting the top 3
satisfaction score from the top 2 importance score. In order to measure performance gaps, respondents
are asked to rate the importance of, and their satisfaction with, each of a range of different services or
facilities on a scale of 1 to 5, where 1 = low importance or satisfaction and 5 = high importance or
satisfaction. These scores are aggregated at a total community level.
The higher the differential between importance and satisfaction, the greater the difference is between the
provision of that service by Blacktown City Council and the expectation of the community for that
service/facility.
In the table on the following page, we can see the 53 services and facilities that residents rated by
importance and then by satisfaction.
When analysing the performance gaps, it is expected that there will be some gaps in terms of resident
satisfaction. Those services/facilities that have achieved a performance gap of greater than 20% may be
indicative of areas requiring future optimisation.
Performance Gap Analysis
Quadrant Analysis
Shapley Regression Analysis
Determine the services/facilities that drive
overall satisfaction with Council
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 27
Key Findings
When analysing performance gap data, it is important to consider both stated satisfaction and the
absolute size of the performance gap.
Performance Gap Ranking
Availability of car parking near train stations and bus interchanges 90% 57% 33%
Public toilets 83% 61% 22%
Condition of local roads 94% 75% 19%
Availability of car parking in Blacktown CBD 78% 59% 19%
Keeping public places clean 95% 82% 13%
Graffiti removal 79% 68% 11%
Healthy natural waterways 92% 82% 10%
Condition of footpaths 87% 77% 10%
Managing new development in your area 83% 73% 10%
Protecting bush land and biodiversity during development 92% 84% 8%
Traffic management on local roads 88% 81% 7%
Protection of natural bush land 93% 89% 4%
Support for people with a disability 91% 87% 4%
Community safety/crime prevention 89% 85% 4%
Access to public transport 90% 87% 3%
Condition of local parks and playgrounds 88% 85% 3%
Encouragement of local employment 88% 85% 3%
Council's provision of information to residents 84% 81% 3%
Support for youth 87% 85% 2%
Enforcement of planning and development controls 79% 77% 2%
Domestic garbage and recycling 95% 94% 1%
Litter control and rubbish dumping 91% 91% 0%
Support for aged persons 89% 89% 0%
Development compatible with the local area 80% 80% 0%
Appearance of Blacktown CBD 79% 79% 0%
Protection of the local environment 90% 91% -1%
Storm water drain flood prevention 89% 90% -1%
Availability of car parking in Mount Druitt CBD 60% 61% -1%
Support for local business 87% 89% -2%
Access to footpath networks 81% 83% -2%
Opportunities to participate in Council decision making 71% 76% -5%
Addressing climate change 67% 74% -7%
Appearance of Mount Druitt CBD 61% 68% -7%
Protecting heritage values and buildings 80% 88% -8%
Community involvement in environmental issues 79% 88% -9%
Council's water and energy use 84% 94% -10%
Access to parks and playgrounds 84% 94% -10%
Council's effort to reduce its own environmental impact 76% 86% -10%
Condition of sports fields and facilities 81% 94% -13%
Swimming pools and leisure centres 81% 94% -13%
Access to sporting and recreational facilities 78% 94% -16%
Support for the multicultural community 73% 94% -21%
Dog and cat control 64% 86% -22%
Promoting Blacktown City as a visitor destination 64% 88% -24%
Community centres & halls 69% 94% -25%
Condition of cycleways 62% 90% -28%
Access to cycleway networks 61% 90% -29%
Library facilities and services 70% 100% -30%
Festivals and major events 66% 96% -30%
Blacktown International Sports Park 66% 97% -31%
Childcare facilities and services 53% 94% -41%
Council internet/computer service 46% 95% -49%
Blacktown Arts Centre facilities and services 34% 94% -60%
Service/Facility Importance
T2 Box
Satisfaction
T3 Box
Performance
Gap
(Importance-
Satisfaction)
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 28
Key Findings
When we examine the largest performance gaps, we can identify that the majority of the services or
facilities have been rated as ‘high’ to ‘extremely high’ in importance. Resident satisfaction for all of these
areas is between 57% and 84%, which indicates that their satisfaction for these measures is ‘moderate’ to
‘very high’.
Service/Facility Importance
T2 Box
Satisfaction
T3 Box
Performance
Gap
(Importance-
Satisfaction)
Availability of car parking near train stations and bus
interchanges 90% 57% 33%
Public toilets 83% 61% 22%
Condition of local roads 94% 75% 19%
Availability of car parking in Blacktown CBD 78% 59% 19%
Keeping public places clean 95% 82% 13%
Graffiti removal 79% 68% 11%
Healthy natural waterways 92% 82% 10%
Condition of footpaths 87% 77% 10%
Managing new development in your area 83% 73% 10%
Protecting bush land and biodiversity during
development 92% 84% 8%
The key outcomes of this analysis would suggest that, while there are opportunities to improve satisfaction
across a range of services/facilities, ‘availability of car parking near train stations and bus interchanges’ is
the area of least relative satisfaction.
Note: Performance gap is the first step in the process, we now need to identify comparative ratings across
all services and facilities to get an understanding of relative importance and satisfaction at an LGA level.
This is when we undertake step 2 of the analysis.
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 29
Key Findings Quadrant Analysis
Step 2. Quadrant Analysis
Quadrant analysis is often helpful in planning future directions based on stated outcomes. It combines the
stated importance of the community and assesses satisfaction with delivery in relation to these needs.
This analysis is completed by plotting the variables on x and y axes, defined by stated importance and
rated satisfaction. We aggregate the top 2 box importance scores and top 3 satisfaction scores for
stated importance and rated satisfaction to identify where the facility or service should be plotted. On
average, Blacktown City Council residents rated services/facilities slightly more important compared to
our Benchmarks, and their satisfaction was also higher.
Quadrant Analysis – Importance T2B Vs Satisfaction T3B
Blacktown City
Council
Micromex Metro
Benchmark
Average Importance 79% 78%
Average Satisfaction 84% 81%
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 30
Key Findings Explaining the 4 quadrants
Attributes in the top right quadrant, MAINTAIN, such as ‘domestic garbage and recycling’, are Council’s
core strengths, and should be treated as such. Maintain, or even attempt to improve your position in these
areas, as they are influential and address clear community needs.
Attributes in the top left quadrant, IMPROVE, such as ‘availability of car parking near train stations and bus
interchanges’ are key concerns in the eyes of your residents. In the vast majority of cases you should aim
to improve your performance in these areas to better meet the community’s expectations.
Attributes in the bottom left quadrant, NICHE, such as ‘appearance of Mount Druitt CBD’, are of a relatively
lower priority (and the word ‘relatively’ should be stressed – they are still important). These areas tend to be
important to a particular segment of the community.
Finally, attributes in the bottom right quadrant, COMMUNITY, such as ‘Blacktown arts centre facilities and
services’, are core strengths, but in relative terms they are deemed less overtly important than other directly
obvious areas. However, the occupants of this quadrant tend to be the sort of services and facilities that
deliver to community liveability, i.e. make it a good place to live.
Recommendations based only on stated importance and satisfaction have major limitations, as the actual
questionnaire process essentially ‘silos’ facilities and services as if they are independent variables, when
they are in fact all part of the broader community perception of council performance.
Residents’ priorities identified in stated importance/satisfaction analysis often tend to be in areas that are
problematic. No matter how much focus a council dedicates to ‘condition of local roads’, it will often be
found in the IMPROVE quadrant. This is because, perceptually, the condition of local roads can always be
better.
Furthermore, the outputs of stated importance and satisfaction analysis address the current dynamics of
the community, they do not predict which focus areas are the most likely agents to change the
community’s perception of Council’s overall performance.
Therefore, in order to identify how Blacktown City Council can actively drive overall community satisfaction,
we conducted further analysis.
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 31
Step 3. The Shapley Value Regression
Explanation
This model was developed by conducting specialised analysis from over 30,000 LGA interviews conducted
since 2005. In essence, it proved that increasing resident satisfaction by actioning the priorities they stated
as being important does not necessarily positively impact on overall satisfaction with the Council. This
regression analysis is a statistical tool for investigating relationships between dependent variables and
explanatory variables.
In 2014, we revised the Shapley Regression Analysis to identify the directional contribution of key services
and facilities with regard to optimisers/barriers with Council’s overall performance.
What Does This Mean?
The learning is that if we only rely on the stated community priorities, we will not be allocating the
appropriate resources to the actual service attributes that will improve overall community satisfaction.
Using regression analysis, we can identify the attributes that essentially build overall satisfaction. We call the
outcomes ‘derived importance’.
Identify top services/facilities that will drive overall satisfaction with Council
Map stated satisfaction and derived importance to identify community priority areas
Determine 'optimisers' that will lift overall satisfaction with Council
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 32
Key Findings Key Drivers of Satisfaction with Blacktown City Council
The results in the chart below provide Blacktown City Council with a complete picture of the intrinsic
community priorities and motivations, and identify what attributes are the key drivers of community
satisfaction.
The top 14 services/facilities account for almost 55% of overall satisfaction with Council. As such, the
remaining 39 attributes comparatively, have only a lesser impact on the community’s satisfaction. So, while
all 53 service/facility areas are important, only a number of them are significant drivers of the community’s
overall satisfaction with Council.
These Top 14 Indicators Contribute to Over 50% of Overall Satisfaction with Council
The contributors to satisfaction are not to be misinterpreted as an indication of
current dissatisfaction
These 14 services/facilities are the key community priorities and by addressing these, Blacktown City
Council will improve overall community satisfaction. The score assigned to each area indicates the
percentage of influence each attribute contributes to overall satisfaction with Council.
In the above chart, ‘public toilets’ contributes 2.7% towards overall satisfaction, while ‘litter control and
rubbish dumping’ (6.6%) is a far stronger driver, contributing more than twice as much to overall satisfaction
with Council.
2.7%
2.9%
3.0%
3.1%
3.2%
3.2%
3.4%
3.4%
3.7%
4.5%
4.7%
4.9%
5.5%
6.6%
0.0% 2.0% 4.0% 6.0% 8.0% 10.0%
Public toilets
Access to sporting and recreational facilities
Keeping public places clean
Domestic garbage and recycling
Access to public transport
Condition of sports fields and facilities
Protection of natural bush land
Access to footpath networks
Condition of footpaths
Opportunities to participate in Council decision
making
Condition of local roads
Managing new development in your area
Availability of car parking near train and bus stations
Litter control and rubbish dumping
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 33
Key Findings Clarifying Priorities
By mapping satisfaction against derived importance, we can see that, for some of the core drivers, Council
is already providing ‘moderately high’ or greater levels of satisfaction, i.e. ‘domestic garbage and
recycling’, ‘access to sporting and recreational facilities’, ‘litter control and rubbish dumping’, ‘condition
of sports fields and facilities’, ‘access to public transport’ and ‘protection of natural bush land’. Council
should look to maintain/consolidate their delivery in these areas.
It is also apparent that there is room to elevate satisfaction within the variables that fall in the ‘lower’ and
‘moderate satisfaction’ regions of the chart. If Blacktown City Council can address these core drivers, they
will be able to improve resident satisfaction with their performance.
Mapping Stated Satisfaction and Derived Importance
Identifies the Community Priority Areas
This analysis indicates that areas such as ‘managing new development in your area’, ‘condition of local
roads’, ‘opportunities to participate in Council decision making’, ‘condition of footpaths’, ‘keeping public
places clean’ and ‘access to footpath networks’ could possibly be targeted for optimisation.
Furthermore, areas such as ‘public toilets’ and ‘availability of car parking near train stations and bus
interchanges’, are issues Council should be looking to understand resident expectations and/or more
actively inform/engage residents of Council’s position and advocacy across these areas.
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 34
Key Findings Advanced Shapley Outcomes
The chart below illustrates the positive/negative contribution the key drivers provide towards overall
satisfaction. Some drivers can contribute both negatively and positively depending on the overall opinion
of the residents.
The scores on the negative indicate the contribution the driver makes to impeding transition towards
satisfaction. If we can address these areas we will see a lift in our future overall satisfaction results, as we
will positively transition residents who are currently ‘not at all satisfied’ towards being ‘satisfied’ with
Council’s overall performance.
The scores on the positive indicate the contribution the driver makes towards optimising satisfaction. If we
can address these areas we will see a lift in our future overall satisfaction results, as we will positively
transition residents who are currently already ‘somewhat satisfied’, towards being more satisfied with
Council’s overall performance.
Key Contributors to Barriers/Optimisers
Different levers address the different levels of satisfaction across the community
-4.1%
-4.0%
-3.9%
-3.2%
-3.9%
-2.1%
-3.0%
-1.0%
-0.3%
-2.3%
-1.0%
-1.3%
-0.4%
-1.9%
2.5%
1.5%
1.0%
1.5%
0.6%
1.6%
0.4%
2.4%
2.9%
0.9%
2.1%
1.7%
2.5%
0.7%
-6.0% -4.0% -2.0% 0.0% 2.0% 4.0% 6.0%
Litter control and rubbish dumping
Availability of car parking near train stations and bus
interchanges
Managing new development in your area
Condition of local roads
Opportunities to participate in Council decision making
Condition of footpaths
Access to footpath networks
Protection of natural bush land
Condition of sports fields and facilities
Access to public transport
Domestic garbage and recycling
Keeping public places clean
Access to sporting and recreational facilities
Public toilets
Barriers
(56%)
Optimisers
(44%)
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 35
Key Findings Re-Run of Key Drivers of Satisfaction with Blacktown City Council
The chart below is a re-run of the key drivers contributing to overall satisfaction, but with the inclusion of Q4
‘how satisfied are you with the level of communication Council currently has with the community?’. The
analysis highlights the importance of community engagement and consultation.
When we compare the results of the chart below against the previous results, ‘litter control and rubbish
dumping’ contributes 5.2% (previously 6.6%) towards overall satisfaction, while ‘the level of communication
Council currently has with the community (17.3%) is a far stronger driver, contributing to more than three
times as much towards overall satisfaction. Whilst the inclusion of ‘the level of communication Council
currently has with the community’ has slightly reduced the contribution of all other attributes, they remain
very similar to the previous results.
These Top 14 Indicators Contribute to over 60% of Overall Satisfaction with Council
2.4%
2.5%
2.6%
2.7%
2.8%
2.9%
3.2%
3.3%
3.7%
3.9%
4.3%
5.0%
5.2%
17.3%
0.0% 5.0% 10.0% 15.0% 20.0%
Traffic management on local roads
Domestic garbage and recycling
Access to sporting and recreational facilities
Opportunities to participate in Council decision
making
Condition of footpaths
Condition of cycleways
Condition of local roads
Access to public transport
Managing new development in your area
Condition of sports fields and facilities
Protection of natural bush land
Availability of car parking near train stations and bus
interchanges
Litter control and rubbish dumping
The level of communication Council currently has with
the community
The contributors to satisfaction are not to be misinterpreted as an indication of
current dissatisfaction.
Section A –
Satisfaction with Council
and the Local Area
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 37
Overall Satisfaction with Council’s Performance
Summary
91% of Blacktown City Council residents are at least somewhat satisfied with the performance of Council
over the last 12 months. Satisfaction increases with age.
Q7. Overall for the last 12 months, how satisfied are you with the performance of Blacktown City Council, not just
on one or two issues but across all responsibility areas?
Scale: 1 = not at all satisfied, 5 = very satisfied
▲▼ = A significantly higher/lower level of satisfaction (by group)
2019 2017 2015 2013 2011
Mean ratings 3.64 3.67 3.66 3.75 3.73
Male Female 18-34 35-49 50-64 65+
Blacktown City Council 3.67 3.61 3.58 3.61 3.65 3.82▲
Micromex LGA
Benchmark - Metro 3.54 3.56 3.64 3.51 3.45 3.58
Ratepayer Non-
ratepayer
Born in
Australia
Born
Overseas
Blacktown City Council 3.59 3.79 3.62 3.68
Micromex LGA Benchmark -
Metro 3.51 3.68 3.54 3.57
2%
6%
28%
51%
13%
2%
7%
28%
51%
12%
0% 20% 40% 60%
Not at all satisfied
Not very satisfied
Somewhat satisified
Satisified
Very satisified
2019 N=603 2017 N=602
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 38
Belonging to the Local Community Summary
72% of residents agree/strongly agree with the statement ‘I have a sense of belonging to my local
community’. Results have softened since 2017. Agreement increases with age and is marginally higher for
those born overseas.
Q8. How strongly do you agree with the following statement? ‘I have a sense of belonging to my local community’
Overall
2019
Overall
2017
Overall
2015 Male Female 18-34 35-49 50-64 65-74 75+
Mean ratings 3.79 3.89 3.92 3.81 3.78 3.76 3.78 3.79 3.88 3.94
Ratepayer Non-ratepayer Born in Australia Born
Overseas
Mean ratings 3.81 3.76 3.77 3.84
Scale: 1 = strongly disagree, 5 = strongly agree
2%
4%
18%
55%
21%
2%
4%
22%
56%
16%
0% 10% 20% 30% 40% 50% 60%
Strongly disagree
Disagree
Neither
Agree
Strongly agree
2019 N=594 2017 N=602
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 39
Key Challenges facing Blacktown City Council
Summary
Similar to previous research, 33% of residents view overpopulation and development as a key challenge
facing the area in the next 10 years. Residents also suggested maintaining and improving the current
services and facilities that are available to them as a challenge (22%), General appearance and
cleanliness of the area as well as community safety/crime prevention were also key concerns for Blacktown
residents.
Q9. What are the key challenges facing Blacktown City Council in the next 10 years?
Word Frequency Tagging
Verbatim responses for this question were collated and entered into analytical software. This analysis ‘counts’ the number of times a
particular word or phrase appears and, based on the frequency of that word or phrase, a font size is generated. The larger the font,
the more frequently the word or sentiment is mentioned.
10%
11%
11%
12%
12%
14%
14%
22%
33%
0% 5% 10% 15% 20% 25% 30% 35%
Services/facilities for youth and children
Public transport
Availability, control and cost of car parking
Maintaining/upgrading roads
Traffic management/control of congestion
Community safety/crime prevention
Appearance/cleanliness of the area/litter control and
waste management
Maintaining and improving infrastructure, services and
facilities
Overpopulation and development
Base: N=603
Please see appendix B for list of responses
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 40
Opportunities to Have a Say
Summary
86% of residents are at least somewhat satisfied with the opportunities to have a say on important issues. This result
has remained on par with 2017.
Q10. How satisfied are you with the opportunities to have a say on important issues?
Ratepayer Non-ratepayer Born in Australia Born overseas
Mean ratings 3.35 4.02▲ 3.44 3.69
Scale: 1= not at all satisfied, 5 = very satisfied
▲▼ = A significantly higher/lower level of satisfaction (by group)
Overall
2019
Overall
2017 Male Female 18-34 35-49 50-64 65-74 75+
Mean
ratings 3.52 3.53 3.53 3.50 3.61 3.51 3.40 3.45 3.62
4%
11%
26%
45%
14%
7%
7%
29%
41%
16%
0% 10% 20% 30% 40% 50%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
2019 N=603 2017 N=602
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 41
Section B – Contact with
Blacktown City Council
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 42
Contact with Council in the Last 12 Months
Summary
53% of residents had contacted Council in the last 12 months, a slight increase from 2017.
Those aged 35-49 were the most likely across age groups to have contacted Council, and the 18-34 age
group were significantly less likely to have contacted Council.
Q3a. Have you contacted Blacktown Council in the last 12 months?
▲▼ = A significantly higher/lower percentage (by group)
Overall
2019
Overall
2017
Overall
2015 Male Female 18-34 35-49 50-64 65-74 75+
Yes 53% 47% 51% 49% 57% 33%▼ 71%▲ 59% 51% 51%
No 47% 53% 49% 51% 43% 67% 29% 41% 49% 49%
Ratepayer Non-ratepayer Born in Australia Born overseas
Yes 56% 44% 54% 51%
No 44% 56% 46% 49%
Yes 53%No 47%
Base: N=603
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 43
Satisfaction with Contact with Council Summary
86% of residents were at least somewhat satisfied with the way their contact was handled. Although
satisfaction continues to soften from 2015, results are significantly higher than the Micromex LGA
Benchmark.
Q3b. [If yes in Q3a] how satisfied were you with the way your contact was handled?
Scale: 1 = not at all satisfied, 5 = very satisfied
↑↓ = A significantly higher/lower rating (compared to the benchmark)
Blacktown City Council Micromex LGA
Benchmark
Mean ratings 3.98↑ 3.76
T3B Satisfaction 86% 81%
Overall
2019
Overall
2017
Overall
2015 Male Female 18-34 35-49 50-64 65-74 75+
Mean
ratings 3.98 4.11 4.33 3.93 4.02 3.77 3.92 4.19 4.22 3.92
Ratepayer Non-ratepayer Born in Australia Born overseas
Mean ratings 3.97 4.01 3.98 3.98
6%
7%
8%
28%
51%
8%
6%
11%
31%
44%
0% 20% 40% 60%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
2019 N=318 2017 N=284
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 44
Council’s Level of Communication Summary
88% of Blacktown residents are at least somewhat satisfied with Council’s level of communication. Across
demographics, satisfaction with the level of communication was significantly higher amongst those aged
75 and over, and non-ratepayers.
Q4. How satisfied are you with the level of communication Council currently has with the community?
Scale: 1 = not at all satisfied, 5 = very satisfied
▲▼= A significantly higher/lower level of satisfaction (by group)
2019 2017 2015 2013 2011
Mean ratings 3.60 3.69 3.70 3.79 3.73
Male Female 18-34 35-49 50-64 65-74 75+
Mean ratings 3.51 3.69 3.41 3.70 3.66 3.70 3.87▲
Ratepayer Non-ratepayer Born in Australia Born
overseas
Mean ratings 3.52 3.83▲ 3.58 3.64
3%
8%
22%
51%
16%
6%
6%
26%
46%
16%
0% 20% 40% 60%
Not at all satisfied
Not very satisfied
Somewhat satisfied
Satisfied
Very satisfied
2019 N=603 2017 N=602
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 45
Communication Mediums Summary
Similar to 2017, ‘publications/brochures’ were the most preferred communication methods for Blacktown
residents to receive information about Council decisions, events, activities and projects. ‘Email’ as a
preferred method significantly increased from 2017, and ‘newspaper articles/editorials/ads’, and
‘displays in libraries/leisure centres’ have significantly decreased.
Q5. Where do you receive information about Council decisions, events, activities and projects?
▲▼ = A significantly higher/lower percentage (by year)
Please see Appendix B for results by demographics
Other specified Count
Television 3
Radio 2
School advertisements 2
Displays in Council chambers 1
In person 1
Local community groups 1
Does not receive any information
from Council 1
1%
1%
4%
6%
13%
15%
42%
49%
47%
38%
53%
54%
53%
43%
56%
54%
61%
2%
1%
3%
10%
10%
24%▲
33%▼
37%
37%▼
44%
46%
50%
50%
50%
54%
54%
57%
0% 10% 20% 30% 40% 50% 60% 70%
Don't know
Other
SMS
Telephone
Public meeting/community forums
Displays in libraries/leisure centres
Council page in local paper
Newspaper articles/editorials/ads
Social media
Council newsletter
Letters
Word of mouth
Internet (website)
Information with rates notices
Personalised mail
Publications/brochures
2019 N=603 2017 N=602
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 46
Section E – Importance of, and
Satisfaction with, Council Services &
Facilities
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 47
Service Areas A core element of this community survey was the rating of 53 facilities/services in terms of Importance and
Satisfaction. Each of the 53 facilities/services were grouped into service areas as detailed below:
Planning and Development
Managing new development in your area
Enforcement of planning and development
controls
Protecting heritage values and buildings
Protecting bush land and biodiversity during
development
Development compatible with the local area
City Architect and Transformational Design
Healthy natural waterways
Access to sporting and recreational facilities
Access to parks and playgrounds
Access to cycleway networks
City Assets
Keeping public places clean
Appearance of Mount Druitt CBD
Appearance of Blacktown CBD
Condition of local parks and playgrounds
Condition of sports fields and facilities
Protection of natural bush land
Public toilets
Graffiti removal
Condition of local roads
Storm water drain flood prevention
Council's water and energy use
Condition of footpaths
Condition of cycleways
Availability of car parking in Mount Druitt CBD
Availability of car parking in Blacktown CBD
Availability of car parking near train stations and
bus interchanges
Access to footpath networks
Traffic management on local roads
Access to public transport
An Explanation
The following pages detail the Shapley findings for each service area, make comparisons to the
Micromex LGA Benchmark and identify the stated importance and satisfaction ratings by key
demographics.
Importance
For the stated importance ratings, residents were asked to rate how important each of the criteria was to
them, on a scale of 1 to 5.
Satisfaction
Any resident who had rated the importance of a particular criterion a 4 or 5 was then asked how satisfied
they were with the performance of Council for that service or facility. There was an option for residents to
answer ‘don’t know’ to satisfaction, as they may not have personally used a particular service or facility.
City Living
Litter control and rubbish dumping
Dog and cat control
Domestic garbage and recycling
Childcare facilities and services
Library facilities and services
Council internet/computer service, i.e. at a
library, community centre, etc
Blacktown Arts Centre facilities and services
Community safety/crime prevention
Protection of the local environment
Community involvement in environmental issues
Addressing climate change
Council's effort to reduce its own environmental
impact
Community centres & halls
Swimming pools and leisure centres
Blacktown International Sports Park
Support for aged persons
Support for people with a disability
Support for youth
Support for the multicultural community
Corporate Services
Festivals and major events
Encouragement of local employment
Support for local business
Promoting Blacktown City as a visitor destination
Council's provision of information to residents
Opportunities to participate in Council decision
making
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 48
Influence on Overall Satisfaction The chart below summarises the influence of the 53 facilities/services on overall satisfaction with Council’s
performance, based on the Shapley Regression:
0.4%0.4%0.4%0.4%0.5%0.5%0.6%0.6%0.6%0.6%0.7%0.7%0.8%0.8%0.8%0.8%0.9%1.0%1.0%1.0%1.0%1.1%1.1%1.1%1.2%
1.4%1.4%1.5%1.5%1.6%1.6%1.6%1.7%1.9%1.9%
2.2%2.5%2.5%2.6%2.7%
2.9%3.0%3.1%3.2%3.2%3.4%3.4%
3.7%4.5%4.7%
4.9%5.5%
6.6%
0% 2% 4% 6% 8%
Library facilities and services
Swimming pools and leisure centres
Childcare facilities and services
Protecting heritage values and buildings
Council internet/computer service
Access to parks and playgrounds
Blacktown Arts Centre facilities and services
Protection of the local environment
Addressing climate change
Availability of car parking in Mount Druitt CBD
Promoting Blacktown City as a visitor destination
Appearance of Mount Druitt CBD
Support for people with a disability
Support for the multicultural community
Development compatible with the local area
Availability of car parking in Blacktown CBD
Enforcement of planning and development controls
Access to cycleway networks
Healthy natural waterways
Council's effort to reduce its own environmental impact
Appearance of Blacktown CBD
Council's water and energy use
Community involvement in environmental issues
Festivals and major events
Condition of local parks and playgrounds
Blacktown International Sports Park
Community safety/crime prevention
Support for aged persons
Storm water drain flood prevention
Support for local business
Traffic management on local roads
Protecting bush land and biodiversity during development
Encouragement of local employment
Council's provision of information to residents
Dog and cat control
Graffiti removal
Community centres & halls
Support for youth
Condition of cycleways
Public toilets
Access to sporting and recreational facilities
Keeping public places clean
Domestic garbage and recycling
Access to public transport
Condition of sports fields and facilities
Protection of natural bush land
Access to footpath networks
Condition of footpaths
Opportunities to participate in Council decision making
Condition of local roads
Managing new development in your area
Availability of car parking near train stations and bus interchanges
Litter control and rubbish dumping
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 49
Key Service Areas’ Contribution to Overall
Satisfaction
By combining the outcomes of the regression data, we can identify the derived importance of the different
Nett Priority Areas.
‘City assets’ (46%) is the key contributor toward overall satisfaction with Council’s performance. Each of
the services/facilities grouped under this area averages 2.4%.
1.3%
1.8%
1.9%
1.5%
2.4%
5.4%
8.8%
11.6%
28.1%
46.1%
0% 10% 20% 30% 40% 50%
Nett: City Architect
and Transformational
Design
Nett: Planning and
Development
Nett: Corporate
Services
Nett: City Living
Nett: City Assets
Nett contribution Average service/facility
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 50
Service Area 1: City Living
Shapley Regression
Contributes to Almost 30% of Overall Satisfaction with Council
0.4%
0.4%
0.4%
0.5%
0.6%
0.6%
0.6%
0.8%
0.8%
1.0%
1.1%
1.4%
1.4%
1.5%
1.9%
2.5%
2.5%
3.1%
6.6%
28.1%
0% 10% 20% 30%
Library facilities and services
Swimming pools and leisure centres
Childcare facilities and services
Council internet/computer service
Blacktown Arts Centre facilities and services
Protection of the local environment
Addressing climate change
Support for people with a disability
Support for the multicultural community
Council's effort to reduce its own environmental impact
Community involvement in environmental issues
Blacktown International Sports Park
Community safety/crime prevention
Support for aged persons
Dog and cat control
Community centres & halls
Support for youth
Domestic garbage and recycling
Litter control and rubbish dumping
Nett: City Living
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 51
Service Area 1: City Living
Hierarchy of Services/Facilities – Importance
Within the ‘City Living’ service area, in terms of importance, ‘domestic garbage collection and recycling’
is rated the most important, whilst the ‘Blacktown Arts Centre facilities and services’ is the facility of least
relative importance.
Domestic garbage and recycling 95% 95%
Litter control and rubbish dumping 91% 89%
Support for people with a disability 91% 81%
Protection of the local environment 90% 86%
Community safety/crime prevention 89% 90%
Support for aged persons 89% 77%
Support for youth 87% 69%
Swimming pools and leisure centres 81% 68%
Community involvement in
environmental issues 79% NA
Council's effort to reduce its own
environmental impact 76% 78%
Support for the multicultural community 73% 66%
Library facilities and services 70% 74%
Community centres & halls 69% 62%
Addressing climate change 67% NA
Blacktown International Sports Park 66% 78%
Dog and cat control 64% 66%
Childcare facilities and services 53% 61%
Council internet/computer service 46% NA
Blacktown Arts Centre facilities and
services 34% 57%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 52
Service Area 1: City Living
Importance Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Litter control and rubbish
dumping 4.61 4.56 4.67 4.57 4.69 4.59 4.54 4.63
Dog and cat control 3.81 3.65 3.96 3.94 3.79 3.71 3.80 3.51
Domestic garbage and
recycling 4.68 4.58 4.79 4.70 4.67 4.67 4.69 4.73
Childcare facilities and
services 3.34 3.15 3.51 3.78 3.20 3.13 2.93 2.69
Library facilities and services 3.97 3.70 4.23 4.08 4.10 3.79 3.79 3.55
Council internet/computer
service 3.28 3.00 3.54 3.51 3.24 3.33 2.88 2.46
Blacktown Arts Centre facilities
and services 3.00 2.83 3.17 2.99 3.16 2.93 2.78 2.85
Community safety/crime
prevention 4.60 4.47 4.73 4.57 4.65 4.70 4.43 4.38
Protection of the local
environment 4.54 4.49 4.58 4.54 4.64 4.46 4.43 4.41
Community involvement in
environmental issues 4.22 4.10 4.34 4.32 4.31 4.15 4.04 3.71
Addressing climate change 3.88 3.63 4.13 4.03 3.98 3.77 3.64 3.31
Council’s effort to reduce its
own environmental impact 4.17 4.02 4.33 4.43 4.10 4.10 3.97 3.59
Community centres and halls 3.93 3.90 3.95 3.78 4.08 3.95 4.03 3.76
Swimming pools and leisure
centres 4.20 4.16 4.23 4.12 4.36 4.17 4.24 3.83
Blacktown international sports
park 3.81 3.67 3.93 3.58 4.00 3.83 3.96 3.80
Support for aged persons 4.55 4.43 4.66 4.54 4.43 4.62 4.65 4.74
Support for people with a
disability 4.64 4.57 4.71 4.77 4.53 4.59 4.55 4.68
Support for youth 4.49 4.37 4.60 4.63 4.49 4.35 4.38 4.26
Support for the multicultural
community 4.09 4.02 4.17 4.27 4.14 3.92 3.81 3.89
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 53
Service Area 1: City Living
Importance Mean Scores by Key Demographics
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Ratepayer Non-ratepayer Born in
Australia Born Overseas
Litter control and rubbish dumping 4.60 4.65 4.59 4.66
Dog and cat control 3.74 4.02 3.81 3.81
Domestic garbage and recycling 4.67 4.71 4.70 4.66
Childcare facilities and services 3.17 3.82 3.23 3.56
Library facilities and services 3.89 4.19 3.87 4.18
Council internet/computer service 3.11 3.77 3.13 3.60
Blacktown Arts Centre facilities and
services 2.98 3.07 2.85 3.32
Community safety/crime prevention 4.55 4.74 4.54 4.73
Protection of the local environment 4.51 4.61 4.48 4.66
Community involvement in environmental
issues 4.20 4.31 4.17 4.34
Addressing climate change 3.84 4.01 3.76 4.14
Council’s effort to reduce its own
environmental impact 4.12 4.34 4.11 4.31
Community centres and halls 3.87 4.10 3.79 4.21
Swimming pools and leisure centres 4.23 4.11 4.13 4.34
Blacktown international sports park 3.75 3.96 3.70 4.04
Support for aged persons 4.52 4.61 4.52 4.60
Support for people with a disability 4.58 4.80 4.59 4.74
Support for youth 4.46 4.56 4.43 4.61
Support for the multicultural community 4.00 4.38 3.92 4.47
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 54
Service Area 1: City Living
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Litter control and rubbish
dumping 1% 2% 7% 17% 74% 603
Dog and cat control 8% 7% 21% 25% 39% 603
Domestic garbage and
recycling 1% 1% 3% 18% 77% 603
Childcare facilities and services 24% 9% 14% 15% 38% 603
Library facilities and services 7% 7% 17% 23% 47% 603
Council internet/computer
service 17% 13% 25% 18% 28% 603
Blacktown Arts Centre facilities
and services 19% 14% 32% 16% 18% 603
Community safety/crime
prevention 2% 2% 7% 11% 78% 603
Protection of the local
environment 2% 2% 6% 20% 70% 603
Community involvement in
environmental issues 3% 4% 14% 26% 53% 603
Addressing climate change 12% 6% 15% 16% 51% 603
Council’s effort to reduce its
own environmental impact 5% 5% 15% 20% 56% 603
Community centres and halls 5% 4% 21% 32% 37% 603
Swimming pools and leisure
centres 5% 2% 12% 32% 49% 603
Blacktown international sports
park 11% 5% 18% 26% 40% 603
Support for aged persons 3% 2% 6% 16% 73% 603
Support for people with a
disability 1% 1% 7% 14% 77% 603
Support for youth 1% 2% 10% 21% 66% 603
Support for the multicultural
community 7% 4% 16% 20% 53% 603
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 55
Service Area 1: City Living
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘library facilities and services’ and least satisfied with
‘addressing climate change’ within the ‘City Living’ service area.
Library facilities and services 100% 94%
Blacktown International Sports Park 97% 91%
Council internet/computer service 95% NA
Childcare facilities and services 94% 87%
Blacktown Arts Centre facilities and
services 94% 87%
Community centres & halls 94% 89%
Swimming pools and leisure centres 94% 86%
Domestic garbage and recycling 94% 94%
Support for the multicultural
community 94% 84%
Litter control and rubbish dumping 91% 78%
Protection of the local environment 91% 87%
Support for aged persons 89% 88%
Community involvement in
environmental issues 88% NA
Support for people with a disability 87% 85%
Council's effort to reduce its own
environmental impact 86% 82%
Dog and cat control 86% 88%
Community safety/crime prevention 85% 87%
Support for youth 85% 83%
Addressing climate change 74% NA
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 56
Service Area 1: City Living
Satisfaction Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Litter control and rubbish
dumping 3.97 3.99 3.95 3.83 3.92 4.05 4.27 4.28
Dog and cat control 3.89 3.71 4.03 3.99 3.77 3.87 3.93 4.00
Domestic garbage and
recycling 4.20 4.17 4.23 4.02 4.15 4.35 4.45 4.68
Childcare facilities and
services 3.99 3.87 4.07 3.78 4.10 4.24 4.21 4.35
Library facilities and
services 4.40 4.35 4.44 4.39 4.27 4.49 4.61 4.62
Council internet/computer
service 4.11 4.08 4.13 4.06 4.12 4.13 4.16 4.40
Blacktown Arts Centre
facilities and services 3.98 3.82 4.10 4.04 3.77 4.01 4.20 4.49
Community safety/crime
prevention 3.69 3.67 3.71 3.47 3.76 3.72 4.09 4.01
Protection of the local
environment 3.76 3.73 3.80 3.63 3.77 3.76 4.01 4.22
Community involvement in
environmental issues 3.59 3.50 3.67 3.50 3.62 3.59 3.67 4.07
Addressing climate
change 3.14 3.06 3.20 2.94 3.20 3.15 3.34 3.94
Council’s effort to reduce
its own environmental
impact
3.49 3.46 3.52 3.38 3.48 3.54 3.64 4.03
Community centres and
halls 4.10 4.16 4.05 4.24 3.96 4.05 4.11 4.26
Swimming pools and
leisure centres 4.08 4.10 4.06 3.93 4.08 4.11 4.37 4.46
Blacktown international
sports park 4.33 4.36 4.30 4.39 4.27 4.20 4.48 4.54
Support for aged persons 3.62 3.63 3.61 3.67 3.48 3.59 3.74 3.97
Support for people with a
disability 3.63 3.71 3.56 3.69 3.46 3.65 3.70 3.97
Support for youth 3.55 3.63 3.47 3.52 3.52 3.42 3.83 4.00
Support for the
multicultural community 3.97 4.01 3.92 3.93 4.07 3.81 3.96 4.26
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 57
Service Area 1: City Living
Satisfaction Mean Scores by Key Demographics
Ratepayer Non-ratepayer Born in Australia Born Overseas
Litter control and rubbish dumping 3.89 4.21 3.93 4.05
Dog and cat control 3.73 4.32 3.83 4.01
Domestic garbage and recycling 4.14 4.38 4.19 4.23
Childcare facilities and services 3.78 4.38 3.84 4.24
Library facilities and services 4.31 4.64 4.32 4.53
Council internet/computer service 3.96 4.40 4.09 4.13
Blacktown Arts Centre facilities and
services 3.83 4.30 3.91 4.07
Community safety/crime prevention 3.62 3.89 3.77 3.54
Protection of the local environment 3.68 4.00 3.73 3.83
Community involvement in
environmental issues 3.45 3.97 3.59 3.58
Addressing climate change 3.09 3.25 3.15 3.12
Council’s effort to reduce its own
environmental impact 3.35 3.85 3.47 3.53
Community centres and halls 4.00 4.39 4.06 4.19
Swimming pools and leisure centres 4.02 4.24 4.11 4.00
Blacktown international sports park 4.30 4.40 4.35 4.29
Support for aged persons 3.50 3.94 3.56 3.77
Support for people with a disability 3.54 3.86 3.54 3.83
Support for youth 3.46 3.79 3.49 3.67
Support for the multicultural community 3.95 4.02 3.93 4.02
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 58
Service Area 1: City Living
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Litter control and rubbish
dumping 4% 5% 23% 25% 43% 545
Dog and cat control 5% 9% 17% 32% 37% 380
Domestic garbage and
recycling 3% 5% 12% 33% 49% 571
Childcare facilities and services 3% 3% 24% 33% 37% 296
Library facilities and services 1% <1% 11% 36% 53% 416
Council internet/computer
service 1% 4% 19% 35% 41% 269
Blacktown Arts Centre facilities
and services 1% 6% 24% 34% 36% 202
Community safety/crime
prevention 3% 11% 27% 29% 29% 530
Protection of the local
environment 2% 7% 29% 35% 27% 541
Community involvement in
environmental issues 5% 6% 33% 34% 21% 475
Addressing climate change 12% 14% 36% 24% 14% 395
Council’s effort to reduce its
own environmental impact 4% 10% 39% 28% 19% 433
Community centres and halls 2% 4% 12% 46% 36% 407
Swimming pools and leisure
centres 1% 5% 17% 39% 38% 484
Blacktown international sports
park 1% 1% 10% 40% 47% 397
Support for aged persons 3% 8% 37% 28% 24% 505
Support for people with a
disability 5% 8% 32% 28% 27% 504
Support for youth 6% 9% 30% 35% 20% 491
Support for the multicultural
community 2% 5% 21% 40% 33% 433
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 59
Service Area 2: Corporate Services
Shapley Regression
Contributes to Over 10% of Overall Satisfaction with Council
0.7%
1.1%
1.6%
1.7%
1.9%
4.5%
11.6%
0% 5% 10% 15%
Promoting Blacktown City as a visitor destination
Festivals and major events
Support for local business
Encouragement of local employment
Council's provision of information to residents
Opportunities to participate in Council decision making
Nett: Corporate Services
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 60
Service Area 2: Corporate Services
Hierarchy of Services/Facilities – Importance
Within the ‘Corporate Services’ area, in terms of importance, the ‘encouragement of local employment’
is rated the most important, whilst ‘promoting Blacktown City as a visitor destination’ is the facility of least
relative importance.
Encouragement of local employment 88% 84%
Support for local business 87% 84%
Council's provision of information to
residents 84% 82%
Opportunities to participate in Council
decision making 71% 76%
Festivals and major events 66% 61%
Promoting Blacktown City as a visitor
destination 64% 52%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 61
Service Area 2: Corporate Services
Importance Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Festivals and major events 3.91 3.85 3.98 3.78 4.15 3.83 3.86 3.86
Encouragement of local
employment 4.51 4.36 4.66 4.55 4.41 4.61 4.52 4.43
Support for local business 4.48 4.35 4.60 4.45 4.36 4.63 4.56 4.54
Promoting Blacktown City
as a visitor destination 3.84 3.69 3.99 3.69 3.76 3.98 4.20 4.17
Council’s provision of
information to residents 4.38 4.26 4.49 4.23 4.47 4.51 4.33 4.37
Opportunities to
participate in Council
decision making
4.04 3.96 4.13 4.03 4.04 4.08 4.09 3.92
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Festivals and major events 4% 5% 25% 27% 39% 603
Encouragement of local
employment 1% 4% 8% 19% 69% 603
Support for local business 1% 3% 9% 23% 64% 603
Promoting Blacktown City as a
visitor destination 7% 7% 22% 22% 42% 603
Council’s provision of
information to residents 3% 1% 12% 24% 60% 603
Opportunities to participate in
Council decision making 5% 5% 19% 24% 47% 603
Ratepayer Non-ratepayer Born in Australia Born Overseas
Festivals and major events 3.92 3.89 3.76 4.23
Encouragement of local
employment 4.45 4.69 4.44 4.67
Support for local business 4.48 4.47 4.48 4.46
Promoting Blacktown City as
a visitor destination 3.74 4.15 3.68 4.18
Council’s provision of
information to residents 4.41 4.28 4.39 4.37
Opportunities to participate
in Council decision making 4.08 3.93 4.01 4.12
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 62
Service Area 2: Corporate Services
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘festivals and major events’ and least satisfied with
‘opportunities to participate in Council decision making’ within the ‘Corporate Services’ area.
Festivals and major events 96% 90%
Support for local business 89% 85%
Promoting Blacktown City as a visitor
destination 88% 81%
Encouragement of local employment 85% 85%
Council's provision of information to
residents 81% 79%
Opportunities to participate in Council
decision making 76% 68%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 63
Service Area 2: Corporate Services
Satisfaction Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Festivals and major events 4.03 3.97 4.09 3.80 4.12 4.07 4.22 4.38
Encouragement of local
employment 3.36 3.26 3.44 3.34 3.21 3.31 3.68 3.99
Support for local business 3.61 3.58 3.64 3.57 3.49 3.61 3.91 4.07
Promoting Blacktown City
as a visitor destination 3.59 3.54 3.63 3.47 3.43 3.67 3.86 4.14
Council’s provision of
information to residents 3.47 3.56 3.40 3.24 3.50 3.55 3.71 4.06
Opportunities to
participate in Council
decision making
3.26 3.16 3.35 3.11 3.31 3.24 3.32 3.89
Ratepayer Non-ratepayer Born in Australia Born Overseas
Festivals and major events 4.00 4.15 4.02 4.05
Encouragement of local employment 3.26 3.60 3.39 3.30
Support for local business 3.55 3.79 3.66 3.51
Promoting Blacktown City as a visitor
destination 3.50 3.80 3.68 3.44
Council’s provision of information to
residents 3.41 3.69 3.41 3.60
Opportunities to participate in
Council decision making 3.16 3.58 3.15 3.48
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Festivals and major events 1% 3% 19% 44% 33% 397
Encouragement of local
employment 5% 9% 44% 26% 15% 502
Support for local business 4% 7% 32% 37% 20% 503
Promoting Blacktown City as a
visitor destination 5% 8% 32% 34% 22% 380
Council’s provision of
information to residents 6% 13% 29% 31% 21% 505
Opportunities to participate in
Council decision making 9% 16% 32% 28% 16% 418
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 64
Service Area 3: Planning and Development
Shapley Regression
Contributes to Almost 10% of Overall Satisfaction with Council
0.4%
0.8%
0.9%
1.6%
4.9%
8.8%
0% 2% 4% 6% 8% 10%
Protecting heritage values and buildings
Development compatible with the local area
Enforcement of planning and development controls
Protecting bush land and biodiversity during development
Managing new development in your area
Nett: Planning and development
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 65
Service Area 3: Planning and Development
Hierarchy of Services/Facilities – Importance
Within the ‘Planning and Development’ service area, in terms of importance, ‘protecting bush land and
biodiversity during development’ is rated the most important, whilst the ‘enforcement of planning and
development controls’ is the facility of least relative importance.
Protecting bush land and biodiversity
during development 92% 86%
Managing new development in your
area 83% 85%
Protecting heritage values and buildings 80% 74%
Development compatible with the local
area 80% 85%
Enforcement of planning and
development controls 79% 85%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 66
Service Area 3: Planning and Development
Importance Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Managing new
development in your
area
4.32 4.38 4.26 4.15 4.48 4.40 4.28 4.25
Enforcement of planning
and development
controls
4.21 4.24 4.19 3.96 4.33 4.43 4.31 4.19
Protecting heritage values
and buildings 4.30 4.12 4.47 4.12 4.40 4.40 4.39 4.34
Protecting bush land and
biodiversity during
development
4.61 4.54 4.67 4.68 4.67 4.49 4.42 4.55
Development compatible
with the local area 4.21 4.11 4.31 4.07 4.21 4.38 4.26 4.36
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Managing new development
in your area 3% 3% 12% 24% 59% 603
Enforcement of planning and
development controls 5% 3% 14% 24% 55% 603
Protecting heritage values and
buildings 4% 2% 13% 20% 60% 603
Protecting bush land and
biodiversity during
development
2% 1% 6% 18% 74% 603
Development compatible with
the local area 6% 3% 11% 25% 55% 603
Ratepayer Non-ratepayer Born in Australia Born Overseas
Managing new
development in your
area
4.39 4.12 4.28 4.40
Enforcement of planning
and development
controls
4.26 4.06 4.15 4.34
Protecting heritage
values and buildings 4.25 4.44 4.35 4.20
Protecting bush land and
biodiversity during
development
4.56 4.75 4.59 4.65
Development
compatible with the
local area
4.14 4.42 4.23 4.17
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 67
Service Area 3: Planning and Development
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘protecting heritage values and buildings’ and least
satisfied with ‘managing new development in your area’ within the ‘Planning and Development’ service
area.
Protecting heritage values and
buildings 88% 80%
Protecting bush land and biodiversity
during development 84% 87%
Development compatible with the
local area 80% 69%
Enforcement of planning and
development controls 77% 69%
Managing new development in your
area 73% 69%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 68
Service Area 3: Planning and Development
Satisfaction Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Managing new
development in your
area
3.13 3.01 3.25 3.07 3.16 2.99 3.30 3.63
Enforcement of planning
and development
controls
3.29 3.18 3.39 3.51 3.27 2.99 3.24 3.61
Protecting heritage values
and buildings 3.73 3.72 3.75 4.00 3.61 3.51 3.57 3.98
Protecting bush land and
biodiversity during
development
3.50 3.41 3.58 3.59 3.47 3.28 3.51 3.84
Development compatible
with the local area 3.35 3.31 3.39 3.33 3.40 3.18 3.44 3.68
Ratepayer Non-ratepayer Born in Australia Born Overseas
Managing new development
in your area 3.02 3.49 3.02 3.37
Enforcement of planning and
development controls 3.18 3.63 3.18 3.48
Protecting heritage values
and buildings 3.60 4.10 3.71 3.79
Protecting bush land and
biodiversity during
development
3.40 3.76 3.43 3.63
Development compatible with
the local area 3.26 3.60 3.29 3.48
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Managing new development
in your area 13% 15% 35% 22% 16% 497
Enforcement of planning and
development controls 10% 13% 30% 32% 15% 466
Protecting heritage values and
buildings 5% 7% 25% 35% 28% 473
Protecting bush land and
biodiversity during
development
6% 10% 34% 28% 22% 542
Development compatible with
the local area 10% 9% 34% 30% 16% 479
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 69
Service Area 4: City Architect and Transformational
Design
Shapley Regression
Contributes to Over 5% of Overall Satisfaction with Council
0.5%
1.0%
1.0%
2.9%
5.4%
0% 2% 4% 6% 8% 10%
Access to parks and playgrounds
Access to cycleway networks
Healthy natural waterways
Access to sporting and recreational facilities
Nett: City Architect and Transformational Design
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 70
Service Area 4: City Architect and Transformational
Design
Hierarchy of Services/Facilities – Importance
Within the ‘City Architect and Transformational Design’ service area, in terms of importance, ‘healthy
natural waterways’ is rated the most important, whilst the ‘access to cycleway networks’ is the facility of
least relative importance.
Healthy natural waterways 92% 89%
Access to parks and playgrounds 84% 85%
Access to sporting and recreational
facilities 78% 78%
Access to cycleway networks 61% 54%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 71
Service Area 4: City Architect and Transformational
Design
Importance Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Healthy natural waterways 4.73 4.68 4.79 4.79 4.72 4.69 4.68 4.71
Access to sporting and
recreational facilities 4.14 4.13 4.15 3.96 4.25 4.28 4.13 4.10
Access to parks and
playgrounds 4.35 4.27 4.43 4.21 4.43 4.48 4.37 4.27
Access to cycleway
networks 3.76 3.64 3.87 3.64 3.97 3.81 3.52 3.59
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Healthy natural waterways 1% 1% 6% 8% 84% 603
Access to sporting and
recreational facilities 4% 5% 13% 29% 49% 603
Access to parks and
playgrounds 3% 3% 11% 25% 59% 603
Access to cycleway networks 8% 8% 23% 21% 40% 602
Ratepayer Non-ratepayer Born in
Australia Born Overseas
Healthy natural waterways 4.70 4.84 4.71 4.77
Access to sporting and recreational
facilities 4.23 3.89 4.09 4.24
Access to parks and playgrounds 4.38 4.26 4.30 4.46
Access to cycleway networks 3.75 3.79 3.66 3.98
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 72
Service Area 4: City Architect and Transformational
Design
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘access to parks and playgrounds’ and least
satisfied with ‘healthy natural waterways’ within the ‘City Architect and Transformational Design’ service
area.
Access to parks and playgrounds 94% 90%
Access to sporting and recreational
facilities 94% 91%
Access to cycleway networks 90% 70%
Healthy natural waterways 82% 84%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 73
Service Area 4: City Architect and Transformational
Design
Satisfaction Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Healthy natural waterways 3.49 3.44 3.54 3.59 3.45 3.29 3.54 3.79
Access to sporting and
recreational facilities 3.99 3.96 4.02 3.85 4.07 3.89 4.27 4.25
Access to parks and
playgrounds 4.09 4.03 4.14 4.17 4.08 3.92 4.13 4.27
Access to cycleway
networks 3.90 3.78 4.01 3.97 3.86 3.87 3.88 3.99
Ratepayer Non-ratepayer Born in Australia Born Overseas
Healthy natural waterways 3.36 3.86 3.39 3.72
Access to sporting and recreational
facilities 3.93 4.19 3.92 4.12
Access to parks and playgrounds 4.01 4.30 4.06 4.14
Access to cycleway networks 3.81 4.18 3.92 3.87
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Healthy natural waterways 8% 11% 33% 23% 26% 549
Access to sporting and
recreational facilities 2% 4% 21% 38% 35% 468
Access to parks and
playgrounds 2% 5% 16% 38% 40% 505
Access to cycleway networks 2% 8% 19% 39% 32% 358
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 74
Service Area 5: City Assets
Shapley Regression
Contributes to Over 45% of Overall Satisfaction with Council
0.6%
0.7%
0.8%
1.0%
1.1%
1.2%
1.5%
1.6%
2.2%
2.6%
2.7%
3.0%
3.2%
3.2%
3.4%
3.4%
3.7%
4.7%
5.5%
46.1%
0% 10% 20% 30% 40% 50%
Availability of car parking in Mount Druitt CBD
Appearance of Mount Druitt CBD
Availability of car parking in Blacktown CBD
Appearance of Blacktown CBD
Council's water and energy use
Condition of local parks and playgrounds
Storm water drain flood prevention
Traffic management on local roads
Graffiti removal
Condition of cycleways
Public toilets
Keeping public places clean
Access to public transport
Condition of sports fields and facilities
Protection of natural bush land
Access to footpath networks
Condition of footpaths
Condition of local roads
Availability of car parking near train stations and bus
interchanges
Nett: City Assets
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 75
Service Area 5: City Assets
Hierarchy of Services/Facilities – Importance
Within the ‘City Assets’ service area, in terms of importance, ‘keeping public places clean’ is rated the
most important, whilst the ‘availability of car parking in Mount Druitt CBD’ is the facility of least relative
importance.
Keeping public places clean 95% 84%
Condition of local roads 94% 90%
Protection of natural bush land 93% 85%
Availability of car parking near train
stations and bus interchanges 90% 82%
Access to public transport 90% 92%
Storm water drain flood prevention 89% 80%
Condition of local parks and
playgrounds 88% 85%
Traffic management on local roads 88% 89%
Condition of footpaths 87% 86%
Council's water and energy use 84% NA
Public toilets 83% 80%
Condition of sports fields and facilities 81% 78%
Access to footpath networks 81% 86%
Appearance of Blacktown CBD 79% 84%
Graffiti removal 79% 67%
Availability of car parking in Blacktown
CBD 78% 82%
Condition of cycleways 62% 54%
Appearance of Mount Druitt CBD 61% 84%
Availability of car parking in Mount Druitt
CBD 60% 82%
Importance T2B Service/Facility (Ranked high – low)
LGA Benchmark T2B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 76
Service Area 5: City Assets
Importance Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Keeping public places
clean 4.75 4.66 4.83 4.73 4.76 4.75 4.73 4.76
Appearance of Mount
Druitt CBD 3.71 3.48 3.93 3.74 3.62 3.77 3.80 3.56
Appearance of Blacktown
CBD 4.24 4.11 4.37 4.19 4.07 4.46 4.41 4.36
Condition of local parks
and playgrounds 4.48 4.32 4.64 4.39 4.56 4.54 4.48 4.37
Condition of sports fields
and facilities 4.22 4.17 4.26 4.14 4.25 4.30 4.12 4.31
Protection of natural
bushland 4.61 4.53 4.70 4.64 4.67 4.58 4.43 4.60
Public toilets 4.42 4.18 4.64 4.55 4.25 4.42 4.40 4.53
Graffiti removal 4.26 4.18 4.34 4.10 4.26 4.39 4.40 4.52
Condition of local roads 4.72 4.66 4.78 4.71 4.67 4.82 4.73 4.73
Storm water drain flood
prevention 4.49 4.44 4.53 4.42 4.48 4.53 4.58 4.65
Council’s water and
energy use 4.44 4.25 4.62 4.45 4.48 4.41 4.34 4.48
Condition of footpaths 4.53 4.40 4.65 4.46 4.47 4.64 4.62 4.67
Condition of cycleways 3.74 3.60 3.88 3.57 3.88 3.84 3.61 3.84
Availability of car parking
in Mount Druitt CBD 3.69 3.49 3.87 3.89 3.48 3.67 3.71 3.58
Availability of car parking
in Blacktown CBD 4.26 4.20 4.32 4.23 4.19 4.35 4.46 4.14
Availability of car parking
near train stations and
bus interchanges
4.61 4.61 4.60 4.60 4.58 4.71 4.59 4.41
Access to footpath
networks 4.33 4.18 4.48 4.33 4.23 4.44 4.33 4.43
Traffic management on
local roads 4.57 4.58 4.56 4.53 4.60 4.62 4.50 4.52
Access to public transport 4.67 4.61 4.72 4.64 4.69 4.76 4.57 4.52
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 77
Service Area 5: City Assets
Importance Mean Scores by Key Demographics
Scale: 1 = not at all important, 5 = very important
Significantly higher/lower level of importance (by group)
Ratepayer Non-ratepayer Born in
Australia Born Overseas
Keeping public places clean 4.70 4.88 4.71 4.83
Appearance of Mount Druitt CBD 3.65 3.88 3.57 4.00
Appearance of Blacktown CBD 4.21 4.32 4.12 4.49
Condition of local parks and playgrounds 4.47 4.53 4.42 4.60
Condition of sports fields and facilities 4.22 4.21 4.15 4.35
Protection of natural bushland 4.58 4.71 4.60 4.64
Public toilets 4.38 4.53 4.42 4.40
Graffiti removal 4.26 4.28 4.28 4.21
Condition of local roads 4.73 4.71 4.72 4.72
Storm water drain flood prevention 4.43 4.65 4.44 4.59
Council’s water and energy use 4.38 4.62 4.42 4.49
Condition of footpaths 4.51 4.57 4.47 4.66
Condition of cycleways 3.70 3.84 3.63 3.97
Availability of car parking in Mount Druitt
CBD 3.55 4.09 3.55 3.98
Availability of car parking in Blacktown
CBD 4.22 4.39 4.18 4.42
Availability of car parking near train
stations and bus interchanges 4.61 4.61 4.54 4.74
Access to footpath networks 4.27 4.50 4.28 4.44
Traffic management on local roads 4.54 4.66 4.50 4.71
Access to public transport 4.64 4.75 4.61 4.79
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 78
Service Area 5: City Assets
Detailed Overall Response for Importance
Not at all
important
Not very
important
Somewhat
important Important
Very
important Base
Keeping public places clean 1% <1% 4% 14% 81% 603
Appearance of Mount Druitt
CBD 14% 4% 21% 20% 41% 603
Appearance of Blacktown
CBD 5% 2% 14% 21% 58% 603
Condition of local parks and
playgrounds 2% 1% 9% 22% 66% 603
Condition of sports fields and
facilities 4% 4% 11% 29% 52% 603
Protection of natural bushland 2% 1% 4% 20% 73% 603
Public toilets 4% 3% 10% 14% 69% 603
Graffiti removal 3% 4% 14% 22% 57% 602
Condition of local roads <1% 1% 5% 16% 78% 603
Storm water drain flood
prevention 3% 2% 6% 21% 68% 603
Council’s water and energy
use 2% 1% 13% 19% 65% 603
Condition of footpaths 1% 1% 11% 19% 68% 603
Condition of cycleways 10% 6% 22% 22% 40% 603
Availability of car parking in
Mount Druitt CBD 15% 6% 19% 15% 45% 603
Availability of car parking in
Blacktown CBD 5% 3% 14% 16% 62% 603
Availability of car parking near
train stations and bus
interchanges
1% 1% 7% 15% 75% 603
Access to footpath networks 2% 3% 14% 21% 60% 603
Traffic management on local
roads <1% 1% 10% 18% 70% 603
Access to public transport 2% <1% 7% 10% 80% 603
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 79
Service Area 5: City Assets
Hierarchy of Services/Facilities – Satisfaction
In terms of satisfaction, residents are most satisfied with ‘condition of sports fields and facilities’ and
‘Council’s water and energy use’, and least satisfied with ‘availability of car parking near train stations and
bus interchanges’ within the ‘City Assets’ service area.
Condition of sports fields and facilities 94% 91%
Council's water and energy use 94% NA
Storm water drain flood prevention 90% 85%
Condition of cycleways 90% 70%
Protection of natural bush land 89% 87%
Access to public transport 87% 82%
Condition of local parks and
playgrounds 85% 90%
Access to footpath networks 83% 73%
Keeping public places clean 82% 85%
Traffic management on local roads 81% 69%
Appearance of Blacktown CBD 79% 85%
Condition of footpaths 77% 73%
Condition of local roads 75% 75%
Appearance of Mount Druitt CBD 68% 85%
Graffiti removal 68% 80%
Availability of car parking in Mount
Druitt CBD 61% 63%
Public toilets 61% 70%
Availability of car parking in Blacktown
CBD 59% 63%
Availability of car parking near train
stations and bus interchanges 57% 63%
Satisfaction T3B Service/Facility (Ranked high – low)
LGA Benchmark T3B
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 80
Service Area 5: City Assets
Satisfaction Mean Scores by Key Demographics
Overall Male Female 18-34 35-49 50-64 65-74 75+
Keeping public places
clean 3.44 3.36 3.51 3.28 3.51 3.48 3.47 3.80
Appearance of Mount
Druitt CBD 3.00 3.03 2.98 2.90 2.76 3.10 3.49 3.70
Appearance of Blacktown
CBD 3.35 3.29 3.40 3.44 3.25 3.21 3.48 3.69
Condition of local parks
and playgrounds 3.61 3.72 3.52 3.52 3.62 3.59 3.76 4.06
Condition of sports fields
and facilities 3.82 3.85 3.79 3.69 3.84 3.83 4.04 4.23
Protection of natural
bushland 3.67 3.63 3.70 3.66 3.70 3.54 3.79 3.82
Public toilets 2.84 2.79 2.89 2.52 3.07 2.89 3.01 3.35
Graffiti removal 3.13 2.98 3.27 2.97 3.02 3.25 3.35 3.62
Condition of local roads 3.19 3.14 3.25 3.18 3.34 2.95 3.10 3.66
Storm water drain flood
prevention 3.76 3.71 3.80 3.81 3.86 3.56 3.57 3.91
Council’s water and
energy use 3.75 3.74 3.76 3.74 3.90 3.48 3.74 4.08
Condition of footpaths 3.23 3.23 3.23 3.32 3.19 3.13 3.13 3.51
Condition of cycleways 3.83 3.83 3.83 3.89 3.87 3.70 3.70 3.85
Availability of car parking
in Mount Druitt CBD 2.96 3.03 2.91 2.90 3.00 2.90 3.02 3.36
Availability of car parking
in Blacktown CBD 2.73 2.63 2.83 2.77 2.72 2.59 2.77 3.19
Availability of car parking
near train stations and
bus interchanges
2.73 2.65 2.81 2.78 2.66 2.63 2.80 3.16
Access to footpath
networks 3.54 3.56 3.51 3.51 3.54 3.51 3.58 3.77
Traffic management on
local roads 3.47 3.40 3.54 3.53 3.53 3.25 3.42 3.72
Access to public transport 3.75 3.73 3.77 3.68 3.75 3.71 3.94 4.12
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 81
Service Area 5: City Assets
Satisfaction Mean Scores by Key Demographics
Scale: 1 = not at all satisfied, 5 = very satisfied
Significantly higher/lower level of satisfaction (by group)
Ratepayer Non-ratepayer Born in Australia Born Overseas
Keeping public places clean 3.37 3.62 3.41 3.49
Appearance of Mount Druitt CBD 2.88 3.29 3.00 3.00
Appearance of Blacktown CBD 3.23 3.69 3.31 3.41
Condition of local parks and
playgrounds 3.58 3.71 3.56 3.72
Condition of sports fields and facilities 3.76 4.01 3.84 3.79
Protection of natural bushland 3.59 3.88 3.60 3.81
Public toilets 2.84 2.84 2.81 2.91
Graffiti removal 3.08 3.26 3.14 3.11
Condition of local roads 3.17 3.28 3.14 3.30
Storm water drain flood prevention 3.69 3.94 3.74 3.78
Council’s water and energy use 3.69 3.92 3.75 3.75
Condition of footpaths 3.16 3.45 3.14 3.41
Condition of cycleways 3.79 3.93 3.85 3.78
Availability of car parking in Mount
Druitt CBD 2.83 3.27 2.90 3.07
Availability of car parking in
Blacktown CBD 2.58 3.18 2.71 2.78
Availability of car parking near train
stations and bus interchanges 2.56 3.25 2.69 2.82
Access to footpath networks 3.47 3.71 3.47 3.67
Traffic management on local roads 3.38 3.72 3.47 3.46
Access to public transport 3.71 3.87 3.69 3.88
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 82
Service Area 5: City Assets
Detailed Overall Response for Satisfaction
Not at all
satisfied
Not very
satisfied
Somewhat
satisfied Satisfied
Very
satisfied Base
Keeping public places clean 4% 14% 33% 31% 18% 575
Appearance of Mount Druitt
CBD 13% 19% 31% 27% 10% 359
Appearance of Blacktown
CBD 6% 16% 30% 34% 15% 471
Condition of local parks and
playgrounds 3% 13% 28% 34% 23% 526
Condition of sports fields and
facilities 2% 4% 30% 39% 25% 486
Protection of natural bushland 4% 8% 33% 31% 25% 552
Public toilets 11% 27% 37% 14% 10% 490
Graffiti removal 12% 20% 28% 23% 17% 473
Condition of local roads 9% 16% 35% 26% 14% 570
Storm water drain flood
prevention 4% 6% 28% 35% 27% 532
Council’s water and energy
use 1% 5% 32% 41% 21% 481
Condition of footpaths 9% 14% 36% 27% 14% 525
Condition of cycleways 1% 9% 24% 38% 28% 361
Availability of car parking in
Mount Druitt CBD 14% 24% 27% 20% 14% 353
Availability of car parking in
Blacktown CBD 18% 23% 33% 19% 7% 465
Availability of car parking near
train stations and bus
interchanges
20% 22% 31% 18% 8% 537
Access to footpath networks 3% 13% 29% 35% 19% 484
Traffic management on local
roads 6% 14% 28% 33% 20% 534
Access to public transport 3% 10% 25% 34% 28% 545
Blacktown City Council
Community Satisfaction Research
December 2019 Page | 83
Comparison to Previous Research
Service/Facility Importance Satisfaction
2019 2017 2019 2017
Litter control and rubbish dumping 4.61 4.55 3.97 3.98
Dog and cat control 3.81 3.67 3.89 3.88
Domestic garbage and recycling 4.68 4.73 4.20 4.26
Childcare facilities and services 3.34 3.54 3.99 3.98
Library facilities and services 3.97▼ 4.15 4.40 4.47
Council internet/computer service 3.28 3.45 4.11 4.17
Blacktown Arts Centre facilities and services 3.00 2.83 3.98 4.17
Community safety/crime prevention 4.60 4.71 3.69 3.63
Protection of the local environment 4.54 4.55 3.76 3.75
Community involvement in environmental issues 4.22 4.26 3.59 3.56
Addressing climate change 3.88 3.91 3.14 3.35
Council's effort to reduce its own environmental impact 4.17 4.12 3.49 3.55
Community centres & halls 3.93▼ 4.08 4.10 3.99
Swimming pools and leisure centres 4.20 4.22 4.08 4.00
Blacktown International Sports Park 3.81 3.94 4.33 4.27
Support for aged persons 4.55 4.52 3.62 3.66
Support for people with a disability 4.64 4.54 3.63 3.65
Support for youth 4.49 4.43 3.55 3.50
Support for the multicultural community 4.09 4.15 3.97 3.80
Festivals and major events 3.91 4.01 4.03 4.06
Encouragement of local employment 4.51 4.54 3.36 3.36
Support for local business 4.48 4.49 3.61 3.59
Promoting Blacktown City as a visitor destination 3.84 3.79 3.59 3.42
Council's provision of information to residents 4.38 4.50 3.47 3.51
Opportunities to participate in Council decision making 4.04 4.18 3.26 3.16
Managing new development in your area 4.32 4.38 3.13 3.20
Enforcement of planning and development controls 4.21 4.35 3.29 3.27
Protecting heritage values and buildings 4.30 4.20 3.73 3.80
Protecting bush land and biodiversity during development 4.61▲ 4.45 3.50 3.47
Development compatible with the local area 4.21 4.32 3.35 3.41
Healthy natural waterways 4.73▲ 4.62 3.49 3.63
Access to sporting and recreational facilities 4.14▼ 4.36 3.99 3.91
Access to parks and playgrounds 4.35 NA 4.09 NA
Access to cycleway networks 3.76 NA 3.90 NA
Keeping public places clean 4.75 4.79 3.44 3.37
Appearance of Mount Druitt CBD 3.71 3.79 3.00 2.96
Appearance of Blacktown CBD 4.24 4.33 3.35▲ 3.15
Condition of local parks and playgrounds 4.48 NA 3.61 NA
Condition of sports fields and facilities 4.22▼ 4.36 3.82 3.76
Protection of natural bush land 4.61▲ 4.49 3.67 3.64
Public toilets 4.42 4.51 2.84 2.77
Graffiti removal 4.26 4.31 3.13 3.17
Condition of local roads 4.72 4.76 3.19 3.16
Storm water drain flood prevention 4.49 4.57 3.76 3.65
Council's water and energy use 4.44 4.31 3.75 3.67
Condition of footpaths 4.53 4.58 3.23 3.32
Condition of cycleways 3.74 3.85 3.83▲ 3.57
Availability of car parking in Mount Druitt CBD 3.69 3.65 2.96 3.19
Availability of car parking in Blacktown CBD 4.26 4.33 2.73 2.93
Availability of car parking near train stations and bus interchanges 4.61 4.55 2.73 2.65
Access to footpath networks 4.33 NA 3.54 NA
Traffic management on local roads 4.57 4.53 3.47 3.32
Access to public transport 4.67 4.55 3.75 3.69
Scale: 1 = not at all important/not at all satisfied, 5 = very important/very satisfied
▲▼= A significantly higher level of importance/satisfaction (by year)
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Appendix A –
Demographics
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Demographics Q1. Please stop me when I read out your age group.
%
18-34 34%
35-49 30%
50-64 22%
65-74 9%
75+ 5%
Base: N = 603
Q2. In which suburb do you live?
% %
Blacktown 13% Dharruk 1%
Mount Druitt 7% Emerton 1%
Seven Hills 6% Glendenning 1%
Quakers Hill 6% Hebersham 1%
Glenwood 4% Lethbridge Park 1%
Doonside 4% Marsden Park 1%
Kellyville Ridge 4% Minchinbury 1%
Kings Langley 4% Parklea 1%
Plumpton 3% Riverstone 1%
Hassall Grove 3% Ropes Crossing 1%
Lalor Park 3% Shalvey 1%
Marayong 3% Stanhope Gardens 1%
Rooty Hill 3% Toongabbie 1%
Schofields 3% Whalan 1%
Tregear 3% Willmot 1%
Oakhurst 2% Acacia Gardens <1%
Kings Park 2% Bidwill <1%
Prospect 2% Blackett <1%
The Ponds 2% Bungarribee <1%
Woodcroft 2% Eastern Creek <1%
Colebee 1% Shanes Park <1%
Dean Park 1% Vineyard <1%
Base: N = 603
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Demographics
Q11. Were you born in Australia or overseas?
%
Australia 68%
Overseas 32%
Base: N = 603
Q12. Which of the following best describes the house where you are currently living?
%
I/We own/are currently buying this property 75%
I/We currently rent this property/boarder 25%
Base: N = 603
Q13. How long have you lived in the Blacktown City Council area?
%
Up to 2 years 4%
2-5 years 7%
6-10 years 11%
11-20 years 21%
More than 20 years 57%
Base: N = 603
Q13. How long have you lived in the Blacktown City Council area?
%
Up to 2 years 4%
2-5 years 7%
6-10 years 11%
11-20 years 21%
More than 20 years 57%
Base: N = 603
Q15. Gender
%
Male 49%
Female 51%
Base: N = 603
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Errors: Data in this publication is subject to sampling variability because it is based on information relating
to a sample of residents rather than the total number (sampling error).
In addition, non-sampling error may occur due to imperfections in reporting and errors made in processing
the data. This may occur in any enumeration, whether it is a full count or sample.
Efforts have been made to reduce both sampling and non-sampling error by careful design of the sample
and questionnaire, and detailed checking of completed questionnaires.
As the raw data has been weighted to reflect the real community profile of Blacktown City Council, the
outcomes reported here reflect an ‘effective sample size’; that is, the weighted data provides outcomes
with the same level of confidence as unweighted data of a different sample size. In some cases, this
effective sample size may be smaller than the true number of surveys conducted.
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Appendix B –
Additional Analysis
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Communication Mediums
Q5. Where do you receive information about Council decisions, events, activities and projects?
▲▼ = A significantly higher/lower percentage (by group)
Male Female 18 – 34 35 – 49 50 – 64 65 – 74 75+
Publications/brochures 61% 54% 50% 63% 62% 58% 59%
Personalised mail 55% 54% 49% 62% 60% 44%▼ 44%
Information with rates notices 58% 51% 33%▼ 61% 70%▲ 65%▲ 68%▲
Internet (website) 51% 50% 64%▲ 60%▲ 37%▼ 22%▼ 13%▼
Word of mouth 47% 53% 47% 61%▲ 43% 42% 44%
Letters 46% 53% 46% 61%▲ 47% 36%▼ 40%
Council newsletter 46% 46% 35%▼ 51% 51% 53% 56%
Social media 40% 47% 61%▲ 49% 29%▼ 17%▼ 7%▼
Newspaper articles/editorials/ads 39% 35% 34% 38% 37% 39% 47%
Council page in local paper 39% 35% 34% 34% 38% 47%▲ 51%▲
Displays in libraries/leisure centres 30% 36% 47%▲ 31% 23%▼ 20%▼ 14%▼
E-mail 25% 24% 25% 28% 26% 20% 7%▼
Public meeting/community forums 9% 11% 9% 10% 14% 8% 9%
Telephone 9% 11% 13% 9% 4%▼ 9% 17%▲
SMS 2% 3% 4% 1% 2% 4% 1%
Other 1% 2% 1% 2% 1% 0% 3%
Don't know 3% 1% 4%▲ 0% 1% 2% 0%
Base 296 307 206 179 132 53 32
Ratepayer Non-
ratepayer
Born in
Australia
Born
Overseas
Publications/brochures 58% 57% 56% 60%
Personalised mail 54% 57% 55% 52%
Information with rates notices 66% 18%▼ 52% 57%
Internet (website) 49% 56% 43% 66%▲
Word of mouth 50% 51% 52% 45%
Letters 50% 50% 50% 48%
Council newsletter 46% 44% 44% 50%
Social media 38% 61%▲ 42% 48%
Newspaper articles/editorials/ads 37% 35% 34% 43%
Council page in local paper 38% 34% 33% 44%
Displays in libraries/leisure centres 31% 39% 32% 36%
E-mail 26% 18% 23% 28%
Public meeting/community forums 8% 16% 10% 12%
Telephone 8% 16% 8% 13%
SMS 2% 5% 3% 2%
Other 2% 0% 2% 1%
Don't know 1% 3% 1% 2%
Base 450 153 410 193
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Key Challenges facing Blacktown City Council Q9. What are the key challenges facing Blacktown City Council in the next 10 years?
N=603
Overpopulation and development 33%
Maintaining and improving
infrastructure, services and facilities 22%
Appearance/cleanliness of the
area/litter control and waste
management
14%
Community safety/crime prevention 14%
Maintaining/upgrading roads 12%
Traffic management/control of
congestion 12%
Availability, control and cost of car
parking 11%
Public transport 11%
Services/facilities for youth and
children 10%
Addressing climate
change/protecting the natural
environment
7%
Supporting employment and
businesses 5%
Availability and maintenance of
parks/green areas 4%
Provision and maintenance of
footpaths and cycleways 4%
Access to education/availability of
schools and childcare facilities 3%
Availability/size of housing 3%
Becoming a more culturally diverse
area 3%
Development and economic growth
in the area 3%
Changing the name and reputation
of the area 2%
Controlling water and energy usage 2%
Council following through with
requests and listening to resident
opinions
2%
Evenly distributing resources across
the LGA/improving Council's
financial management and long-
term planning
2%
Homelessness in the area 2%
Keeping up with technology 2%
Provision and maintenance of
playgrounds/play areas 2%
Sewerage and water infrastructure 2%
Accessibility around the LGA such as
lifts at Train stations and pedestrian
areas
1%
N=603
Becoming a less multicultural area 1%
Cost of living 1%
Improving
communication/engagement
between Council and the
community
1%
Lack of communication within
Council/performance of Council
members
1%
Lack of sufficient medical
facilities/services and
professionals
1%
No challenges/won't impact me 1%
Protection of heritage listed
buildings 1%
Provision of fire brigade stations 1%
Provision of street lighting and
shaded areas 1%
Services and support for people
with a disability 1%
Services/facilities and support for
the ageing population 1%
Tree management 1%
Animal control <1%
Availability of safe
places/community halls <1%
Ensuring children are healthy <1%
Flood management <1%
Improved geographical
understanding <1%
Increasing sense of community <1%
Lack of pet friendly areas <1%
Looking after the local residents <1%
Maintaining the identity of the
area <1%
Maintenance and fair treatment
of local churches <1%
Noise control particularly from the
new airport <1%
Services/facilities for Indigenous
residents <1%
The need for back-burning in the
area <1%
Don't know/nothing 2%
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Appendix C –
Questionnaire
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Blacktown City Council
Community Survey
November 2019
Good morning/afternoon/evening, my name is ……………… from Micromex Research and we are
conducting a survey on behalf of Blacktown City Council on a range of local issues. The survey will
take about 15 minutes, would you be able to assist us please?
QA1. Before we start I would like to check whether you or an immediate family member work for
Blacktown City Council?
O Yes (Terminate)
O No
Q1. Please stop me when I read out your age group.
O 18 – 34
O 35 – 49
O 50 – 64
O 65 – 74
O 75 years and over
Q2. In which suburb do you live?
Note: Some residents will live on Estates within the below suburbs
O Acacia Gardens 2763 O Minchinbury 2770
O Arndell Park 2148 O Mount Druitt 2770
O Bidwill 2770 O Oakhurst 2761
O Blackett 2770 O Parklea 2768
O Blacktown 2148 O Plumpton 2761
O Bungarribee 2767 O Prospect 2148
O Colebee 2761 O Quakers Hill 2763
O Dean Park 2761 O Riverstone 2765
O Dharruk 2770 O Rooty Hill 2766
O Doonside 2767 O Ropes Crossing 2760
O Eastern Creek 2766 O Rouse Hill 2155
O Emerton 2770 O Schofields 2762
O Glendenning 2761 O Seven Hills 2147
O Glenwood 2768 O Shalvey 2770
O Hassall Grove 2761 O Shanes Park 2747
O Hebersham 2770 O Stanhope Gardens 2768
O Huntingwood 2148 O The Ponds 2769
O Kellyville Ridge 2155 O Toongabbie 2146
O Kings Langley 2147 O Tregear 2770
O Kings Park 2148 O Vineyard 2765
O Lalor Park 2147 O Whalan 2770
O Lethbridge Park 2770 O Willmot 2770
O Marayong 2148 O Woodcroft 2767
O Marsden Park 2765
Section A – Contact with Blacktown City Council
I’d like you now to please think specifically about your own experiences with Blacktown City Council.
Q3a. Have you contacted Blacktown Council in the last 12 months?
O Yes
O No (Go to Q4)
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Q3b. How satisfied were you with the way your contact was handled? Prompt
O Very satisfied
O Satisfied
O Somewhat satisfied
O Not very satisfied
O Not at all satisfied
Q4. How satisfied are you with the level of communication Council currently has with the
community? Prompt
O Very satisfied
O Satisfied
O Somewhat satisfied
O Not very satisfied
O Not at all satisfied
Q5. Where do you receive information about Council decisions, events, activities, and projects?
Prompt
O Council page in local paper
O Newspaper articles/editorials/ads
O Personalised mail
O Publications/brochures
O Telephone
O Letters
O Social media
O Displays in libraries/leisure centres
O E-mail
O Information with rates notices
O Internet (website)
O Council newsletter
O Public meeting/community forums
O SMS
O Word of mouth
O Don’t know
O Other (please specify)……………………………….
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Section B – Importance of and satisfaction with Council services
Still thinking specifically about Blacktown City Council.
Q6. In this section I will read out different Council services or facilities. For each of these could
you please indicate that which best describes your opinion of the importance of the following
services/facilities to you, and in the second part, your level of satisfaction with the
performance of that service? The scale is from 1 to 5, where 1 is low importance and 5 is high
importance and where 1 is low satisfaction and 5 is high satisfaction. Note: Satisfaction is only
asked of those who rated importance a 4 or 5.
City Living
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
N/A
Litter control and rubbish dumping O O O O O O O O O O
Dog and cat control O O O O O O O O O O
Domestic garbage and recycling O O O O O O O O O O
Childcare facilities and services O O O O O O O O O O
Library facilities and services O O O O O O O O O O
Council internet/computer service, i.e. at a library,
community centre, etc. O O O O O O O O O O
Blacktown Arts Centre facilities and services O O O O O O O O O O
Community safety/crime prevention O O O O O O O O O O
Protection of the local environment O O O O O O O O O O
Community involvement in environmental issues O O O O O O O O O O
Addressing climate change O O O O O O O O O O
Council’s effort to reduce its own environmental
impact O O O O O O O O O O
Community centres & halls O O O O O O O O O O
Swimming pools and leisure centres O O O O O O O O O O
Blacktown International Sports Park O O O O O O O O O O
Support for aged persons O O O O O O O O O O
Support for people with a disability O O O O O O O O O O
Support for youth O O O O O O O O O O
Support for the multicultural community O O O O O O O O O
O O
Corporate Services
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4
N/A
Festivals and major events O O O O O O O O O O
Encouragement of local employment O O O O O O O O O O
Support for local business O O O O O O O O O O
Promoting Blacktown City as a visitor destination O O O O O O O O O O
Council’s provision of information to residents O O O O O O O O O O
Opportunities to participate in Council decision
making O O O O O O O O O
O O
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Planning and Development
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
N/A
Managing new development in your area O O O O O O O O O O
Enforcement of planning and development controls O O O O O O O O O O
Protecting heritage values and buildings O O O O O O O O O O
Protecting bush land and biodiversity during
development O O O O O O O O O O
Development compatible with the local area O O O O O O O O O
O O
City Architect and Transformational Design
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
N/A
Healthy natural waterways O O O O O O O O O O
Access to sporting and recreation facilities O O O O O O O O O O
Access to parks and playgrounds O O O O O O O O O O
Access to cycleway networks O O O O O O O O O
O O
City Assets
Importance Satisfaction
Low High Low High
1 2 3 4 5 1 2 3 4 5
N/A
Keeping public places clean O O O O O O O O O O
Appearance of Mount Druitt CBD O O O O O O O O O O
Appearance of Blacktown CBD O O O O O O O O O O
Condition of local parks and playgrounds O O O O O O O O O O
Condition of sports fields and facilities O O O O O O O O O O
Protection of natural bush land O O O O O O O O O O
Public toilets O O O O O O O O O O
Graffiti removal O O O O O O O O O O
Condition of local roads O O O O O O O O O O
Storm water drain flood prevention O O O O O O O O O O
Council’s water and energy use O O O O O O O O O O
Condition of footpaths O O O O O O O O O O
Condition of cycleways O O O O O O O O O O
Availability of car parking in Mount Druitt CBD O O O O O O O O O O
Availability of car parking in Blacktown CBD O O O O O O O O O O
Availability of car parking near train stations and
bus interchanges O O O O O O O O O O
Access to footpath networks O O O O O O O O O O
Traffic management on local roads O O O O O O O O O O
Access to public transport O O O O O O O O O
O O
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Section C – Overall satisfaction with Council and the local area
Q7. Overall, for the last 12 months, how satisfied are you with the performance of Blacktown City
Council, not just on one or two issues, but across all responsibility areas? Prompt
O Very satisfied
O Satisfied
O Somewhat satisfied
O Not very satisfied
O Not at all satisfied
Q8. How strongly do you agree with the following statement?
‘I have a sense of belonging to my local community’ Prompt
O Strongly agree
O Agree
O Neither
O Disagree
O Strongly disagree
Q9. What are the key challenges facing Blacktown City Council in the next 10 years? Probe
………………………………………………………………………………………………………………………
Q10. How satisfied are you with the opportunities to have a say on important issues? Prompt
O Very satisfied
O Satisfied
O Somewhat satisfied
O Not very satisfied
O Not at all satisfied
Section D – Demographic and profiling questions
Q11. Were you born in Australia or overseas?
O Australia
O Overseas
Q12. Which of the following best describes the house where you are currently living?
O I/We own/are currently buying this property
O I/We currently rent this property/boarder
Q13. How long have you lived in the Blacktown City Council area? Prompt
O Up to 2 years
O 2 – 5 years
O 6 – 10 years
O 11 – 20 years
O More than 20 years
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Q14a. After we analyse the results from this research we may wish to engage residents further.
Would you be interested in participating in future potential research projects?
O Yes
O No (Go to end)
Q14b. (If yes), what are your contact details?
Name ………………………………………………
Telephone …………………………………………
Email ……………………………………………….
Thank you very much for your time, enjoy the rest of your evening.
Q15. Gender (determine by voice):
O Male
O Female
Thank you for your time and assistance. This market research is carried out in compliance with the Privacy Act, and
the information you provided will be used only for research purposes. Just to remind you, I am calling from Micromex Research (1800 639 599) on behalf of Blacktown City
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The information contained herein is believed to be reliable and accurate. However,
no guarantee is given as to its accuracy and reliability, and no responsibility or
liability for any information, opinions or commentary contained herein, or for any
consequences of its use, will be accepted by Micromex Research, or by any person
involved in the preparation of this report.