Resident & Ratepayer Satisfaction Survey 2016As per the last five years, the survey form was sent out as an insert with the rates instalment invoices. There were 234 respondents, up from 180 in 2015 and similar to 236 in 2014.

Demographic of respondents

48%

52%

Respondents by gender

M F

Over 99% of respondents were ratepayers, which is probably a reflection of the way in which the survey form was distributed.

18-29 30-39 40-49 50-59 60-69 70+

3%

8% 9%

24%

34%

23%

Respondents by age groups

Over half of respondents (134 in total) were aged over 60, and 80% of respondents were over 50. Only six respondents stated they were in the 18-29 year age group (although this is up from two last year.

Given the high proportion of respondents who were over 60 years old, there were a proportionately high number of respondents who stated that they were not looking for work.

Full-time Part-time Casual Unemployed Self-employed Not looking for work

19%

8%4% 2%

27%

41%

Respondents by Employment status

Kekere

ngu

Claren

ce

Hapuku

Kaikoura

Township

South Bay

Inland Road

Peketa

Goose Bay

Oaro

Kaikoura

Flats

Not in Distr

ictOther

2% 1%

10%

44%

13%

3% 3% 0% 3%

14%

5% 3%

Respondents by Location

The greatest majority of respondents lived in the Kaikoura township, Kaikoura flats or South Bay, and only 3% of the respondents who were ratepayers lived outside the district.

Levels of satisfaction with Council Services

The actual levels of satisfaction with urban streets recovered slightly, but falls short of target.

UrbanVery satisfied 5.29%Satisfied 69.23%Dissatisfied 22.6%Very dissatisfied 2.88%

Satisfaction with rural roads continues to decline, with only 46% overall satisfied or very satisfied with the condition of rural roads.

RuralVery satisfied 0.93%Satisfied 45.37%Dissatisfied 27.31%Very dissatisfied 26.39%

Satisfaction with footpaths has recovered slightly in 2016 with 51% satisfied (up from 47% last year). Residents commented about South Bay and Beach Rd specifically.

Footpaths are number one in the top three things that residents want council to focus on, and have been in the top three things for the last five years.

The level of satisfaction with cycleways dropped slightly compared to that of 2015, but at 76% was still higher than the target satisfaction level of 70%.

Comments ranged from “we need more” to “overkill, waste of money”. Beach Rd was mentioned as an area of safety concern for cyclists.

Satisfaction with street lights dropped from a peak 88% in 2015 to 80% in 2016.

Some respondents expressed a preference for less lighting, or low level lighting, for night sky viewing and to avoid confusing the Hutton’s Shearwater during migrations.

Satisfaction is up on last year, at 88% total satisfied.

Some respondents on the Kaikoura township supply commented that the water has a chlorine taste.

Satisfaction with sewerage remained steady at 94% in 2015 and 2016.

Satisfaction with stormwater improved from 79% in 2015 to 83% in 2016.

The Resource Recovery Centre continues to achieve high levels of satisfaction, at 87%.

One of those satisfied, nearly 40% respondents stated they were very satisfied – which is consistently the highest proportion of very satisfied responses from all sections of this survey.

Playgrounds continue to achieve high levels of satisfaction, with 94% of respondents satisfied or very satisfied.

One respondent suggested shade cloths, one wanted more public toilets at playgrounds, and another requested more play equipment at Beach Road.

The cemetery was the star performer of this year’s survey; this year 98% of respondents said that they were satisfied.

No respondent said they were very dissatisfied with the cemetery, and only four people said they were dissatisfied.

There was a big increase in the level of satisfaction with public toilets this year, from 78% in 2014 to 86% in 2015.

Several respondents suggested more toilets are needed north of town and in the surfing areas, and a few people expressed concern with cleanliness.

97% of respondents were satisfied or very satisfied with Sports Fields; the second highest performer in terms of satisfaction from this years survey.

The levels of satisfaction have recovered since 2013 (when the library relocated to Harakeke Mall). This year the levels of satisfaction with library dropped slightly to 92%.

Several respondents commented on the location of the library, but preference was fairly evenly split between staying at Harakeke Mall and moving to the West End.

Satisfaction with Marina and Wharf is constant at 82%.

Comments included the need for more parking spaces, and lack of maintenance on the slipway.

The State Highway only achieved 66% satisfaction, with 13.5% of respondents very dissatisfied with SH1, particularly Beach Road and the Churchill St cutting under the rail bridge. Respondents also commented on slow broadband and poor cellphone coverage in certain areas (telecommunications).

Coastal erosion and foreshore protectionThis year the survey included the following: Some areas of our coast have been eroded by storm surges, and we want to know how important you feel it is for these areas to be protected. Are you prepared to pay more in rates so that the council can do more to protect the foreshore from erosion?

Yes 69 31.5%No 116 53.0%Don’t know 34 15.5%

Several respondents commented on a perceived waste of spending rates revenue that should be spent on more worthy projects (such as foreshore protection), some gave suggested solutions for what might work (such as rocks or planting), and others criticised the council’s current approach of using pea gravel as a short term fix.

Civil Defence emergency preparednessLast year we introduced three new questions to the survey, asking the extent to which households were prepared for a civil defence emergency. The responses are encouraging, but show slightly less than last year.

Last year This yearMy household is prepared to look after ourselves for three days in a disaster

98% 95%

My household has an emergency plan in place 88% 85%

My household has an emergency supplies kit (water, torches, medications, candles, radio, batteries, etc)

91% 85%

Top 10 concerns for the council to focus on1 Footpaths 352 Rural roads 343 Indoor swimming pool 204 Freedom camping 195 Foreshore erosion 166 Town beautification 167 Roading maintenance 168 Transparency & communication 139 Council building 12

10 Cycleways 10

The state of footpaths is top of the list of resident concerns for the second year in a row; footpaths and rural roads have been in the top ten since surveys began over ten years ago. Freedom camping appears on the list for the first time in a while, coming in at number four.

Satisfaction with the Mayor, Councillors and StaffThis question asks people to add their score only if they have contacted the Mayor or councillors within the last twelve months. There were 103 responses to the question, of which 63 people (or 61%) said they were satisfied or very satisfied with that contact. This is a drop from 76% in 2015.

The next question is for all survey respondents to complete, regardless of whether they have contacted the members of the council or not. The percentage of respondents who agree that the council takes notice of residents views remains static at 34%, up from only 29% the year before, and well short of the target of 67%.

69% of respondents were satisfied with the CEO, up from 60% last year. This measure was distorted, though, with some respondents referring to the new chief executive, and some to the former, in the comments that were given.

Customer services achieved 91% satisfaction with 28% very satisfied, and only 3% very dissatisfied.

Statutory functions (resource and building consents) both received similar levels of satisfaction, with 73% and 67% respectively, and both achieved 17% of respondents very satisfied.

Overall, 54% of respondents were satisfied with their contact with the engineer.

This is the first year that we have asked satisfaction about Innovative Waste as our water and sewer contractor. IWK has achieved 93% satisfaction, compared with 81% satisfaction for the former contractor last year.

All survey respondents who gave their name and phone number went into a draw for a $100 gift card at the New World supermarket. This year’s winner was Michele Thorn.