IMC IWC Resident Satisfaction Survey

SECTION 1 — ABOUT YOU This section helps us understand our community. All responses are anonymous. | Short answer — e.g. Newtown, Leichhardt, Marrickville
Q2. How long have you lived in the Inner West?
Q3. Which best describes your living situation?
Q4. What is your age group? (Optional)
Q6. In the past 12 months, have you contacted Inner West Council for any reason?
SECTION 2 — YOUR EXPERIENCE WITH IWC | If No, please skip to Section 3 (Q11).
Q7. How did you contact Council? (Select all that apply)
Q8. What was the reason for your contact? (Select all that apply)
Q9. How satisfied were you with your overall experience contacting Council?
1 = Very Dissatisfied, 5 = Very Satisfied
Q10. Was your issue or enquiry resolved?
Q11a. Keeping residents informed about Council decisions
Q11. Rate IWC’s communication on each of the following. Scale: 1 = Very Poor, 5 = Excellent.
Q11b. Clarity and usefulness of Council’s website
1 = Very Poor, 5 = Excellent
Q11c. Council’s social media presence and updates
1 = Very Poor, 5 = Excellent
Q11d. Community consultation on major projects or policies
1 = Very Poor, 5 = Excellent
Q11e. Transparency around Council spending and budget decisions
1 = Very Poor, 5 = Excellent
Q12. How do you prefer to receive updates from Inner West Council? (Select all that apply)
Q13. Do you feel IWC genuinely listens to community feedback?
SECTION 4 — SERVICE SATISFACTION | Rate only services you have used or observed in the past 12 months. Scale: 1 = Very Dissatisfied, 5 = Very Satisfied.
Q15a. Rubbish and recycling collection
Q15b. Street cleaning and graffiti removal
1 = Very Dissatisfied, 5 = Very Satisfied
Q15c. Maintenance of local parks and playgrounds
1 = Very Dissatisfied, 5 = Very Satisfied
Q15d. Roads, footpaths, and public infrastructure
1 = Very Dissatisfied, 5 = Very Satisfied
Q15e. Library services
1 = Very Dissatisfied, 5 = Very Satisfied
Q15f. Community centres and recreational facilities
1 = Very Dissatisfied, 5 = Very Satisfied
Q15g. Development application and planning services
1 = Very Dissatisfied, 5 = Very Satisfied
Q15h. Environmental and sustainability programs
1 = Very Dissatisfied, 5 = Very Satisfied
Q15i. Community events and cultural programs
1 = Very Dissatisfied, 5 = Very Satisfied
Q15j. Customer service (phone, in-person, or online)
1 = Very Dissatisfied, 5 = Very Satisfied
Q18. Have you ever made a formal complaint or submitted a service request to Inner West Council?
SECTION 5 — COMPLAINT HANDLING & ISSUE RESOLUTION | If No, please skip to Section 6 (Q24).
SECTION 5 — COMPLAINT HANDLING & ISSUE RESOLUTION | If No, please skip to Section 6 (Q24).
Q19. How easy was it to submit your complaint or service request?
1 = Very Difficult, 5 = Very Easy
Q20. Did you receive an acknowledgement that your complaint was received?
Q21. How satisfied were you with how your complaint was handled?
1 = Very Dissatisfied, 5 = Very Satisfied
Q22. How long did it take for your complaint or request to be resolved?
Q24. Overall, how satisfied are you with Inner West Council’s performance?
SECTION 6 — OVERALL PERFORMANCE & TRUST | 1 = Very Dissatisfied, 5 = Very Satisfied
Q25. Do you trust Inner West Council to act in the best interests of the community?
Q26. Do you feel you have adequate opportunities to participate in local decision-making?
Q27. How has your satisfaction with IWC changed over the past 12 months?
Q28. How likely are you to recommend Inner West Council’s services to a new resident? (0 = Not at all likely, 10 = Extremely likely)
Net Promoter Score (NPS)
Q31. Would you be willing to be contacted about your feedback or to participate in future community consultations?
SECTION 7 — STAY IN TOUCH (OPTIONAL) | This section is entirely optional. Your contact details will not be shared with third parties and will be stored in accordance with the Privacy and Personal Information Protection Act 1998 (NSW). | If No, you may submit the survey now.
Q33. Your email address (Optional)