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CATALYSE® Community Perceptions Survey©
Executive Presentation
© CATALYSE® Pty Ltd 2012
June 2012
2
49%
51%
27%
39%
34%
13%
21%
26%
26%
17%
15%
30%
12%
12%
1%
7%
13%
20%
11%
10%
74%
Male
Female
18-34 yrs
35-54 yrs
55+ yrs
Younger singles / couples
Families with younger children (0-12)
Families with older children (13+)
Older singles / couples
Seniors
Beaconsfield
Fremantle
Hilton
North Fremantle
O'Connor
Samson
South Fremantle
White Gum Valley
Own
Rent
Disability or impairment
Purpose
Measure overall satisfaction with the City of Fremantle
Evaluate perceptions of local services, infrastructure & facilities
Identify performance gaps
Benchmark the City against other Councils
Methodology
Computer assisted telephone interviews (CATI) conducted with 401
randomly selected households
Loose quotas set by age, gender and location, then sample weighted
to account for small gender and age bias.
Interviewing completed by ECU Survey Research Centre
Sampling precision is +/- 5% at the 95% confidence interval
Industry Comparisons
Provided when three or more Councils have asked the same or
similar question in the past two years.
For this report, the City of Fremantle has selected a subset of similar
councils for benchmarking purposes:
Re
sid
ent
sa
mp
le c
om
pos
itio
n % of weighted sampleGender
Age
Life-stage
Suburb
Home ownership
Minority groups
(18-34 years, no children)
(35-64 years, no children)
Introduction and research method
(65+ years, no children)
When responses do not add to 100% within this report this is attributed to rounding errors or ‘other’, ‘don’t know’ or ‘refused’ responses^ small sample size (n < 30)---- notable, but not statistically significant variance
– City of Mandurah
– City of Melville
– Shire of Mundaring
– City of Nedlands
– City of South Perth
– City of Belmont
– Town of Cambridge
– City of Cannington
– City of Cockburn
– City of Fremantle
– City of Subiaco
– City of Swan
– City of Vincent
– City of Wanneroo
% of sample (unweighted)
43%
57%
20%
42%
38%
Strategic Insights
Most residents (9 in 10) are satisfied with the City of Fremantle as a place to live, and a majority (2 in
3) are satisfied with the City of Fremantle as the governing organisation.
The City’s strengths are regarded to be:
– Waste services
– Fremantle Arts Centre
– Library and information services
– Festivals, events and cultural activities
Residents also appear grateful for improved efforts to understand their needs and communicate the
City’s vision
– 47% agree that Elected Members have a good understanding of community needs, up 8% points since 2008
– 37% agree that the City has developed and communicated a clear vision, up 11% points since 2008.
3
Strategic Insights cont.
However, there is significant room for improvement.
While the City’s performance is on par with other Councils across many service area, there are many
areas where it is below average. And, these are areas of concern in the community.
Overall, just 22% are delighted with how the City is performing as a governing organisation (17%
points behind the average result for similar councils), and perceptions of value for money have fallen
from 69% to 53% satisfied over past four years.
The community’s top 3 priorities are:
– Parking in the City Centre (49% dissatisfied)
– Safety and security – with greater concerns in the City Centre (31% dissatisfied) and Hilton (44%
dissatisfied)
– Economic development and job creation (37% dissatisfied)
4
Strategic Insights cont.
Other areas to address include:
– Council’s leadership (especially among residents from Hilton where 46% are dissatisfied)
– Community consultation (30% dissatisfied) and the openness and transparency of Council
processes (36% dissatisfied)
– Youth services and facilities (especially among families with young children where 42% are dissatisfied)
– Facilities, services and care for seniors (19% points below group average; of greater concern in White
Gum Valley with 38% dissatisfied)
– Footpaths and cycleways (18% points below industry average; and of greater concern for families with
young children with 33% dissatisfied)
– Planning and building approvals (44% dissatisfied)
– Traffic (over 10% rated as a priority)
– Enforcement of local laws, relating to food, health, noise and pollution (over 10% rated as a priority)
Plus, continued effort is needed to develop and communicate a clear vision for the area
– 45% disagree that this is happening; higher in Hilton where 59% disagree
5
Overall perceptions
7
Satisfaction is high– Among those who could rate the service, 88% are satisfied
Renters are more satisfied than home owners. There is greatest room to improve among older singles / couples.
Overall satisfaction with the City of Fremantle as a place to live
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 399)^ = small sample size (<30)
88
7
5
76
60
88
56
56Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 64% 0%
Families with younger children (0-12) 63% 8%
Families with older children (13+) 60% 7%
Older singles / couples, no kids (35-64) 47% 3%
Seniors (65+) 58% 9%
Own 54% 6%
Rent 65% 4%
56%31%
7%5%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
% of respondents who rated serviceexcludes don’t know and no response (n= 399)
N/A
N/A
N/A
N/A
8
Satisfaction is moderate– Among those who could rate the service, 67% are satisfied
Satisfaction is highest among younger singles / couples and those living in North Fremantle followed by Beaconsfield and Samson
There is greatest room to improve among those living in Hilton and home owners
Overall satisfaction with the City of Fremantle as a governing organisation
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 394)^ = small sample size (<30)
67
14
19
52
39
67
22
22Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 32% 5%
Families with younger children (0-12) 23% 26%
Families with older children (13+) 23% 19%
Older singles / couples, no kids (35-64) 18% 16%
Seniors (65+) 22% 24%
Beaconsfield 29% 17%
Fremantle 21% 20%
Hilton 16% 28%
North Fremantle 33% 18%
O'Connor^ 19% 0%
Samson^ 29% 10%
South Fremantle 19% 17%
White Gum Valley 11% 18%
Own 20% 23%
Rent 32% 9%
% of respondents who rated serviceexcludes don’t know and no response (n= 394)
N/A
N/A
N/A
N/A
22%
44%
14%
18%2%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
9
Overall satisfaction% of respondents who are delighted with Council performance
Note: from 2011 onwards, many councils began asking overall satisfaction with the [insert council] as a ‘place to live’ and as a ‘governing organisation’. Where this has occurred, individual council results have been averaged to get an overall satisfaction measure.
% o
f re
spon
den
ts w
ho
are
del
ight
ed(R
atin
g sa
tisfa
ctio
n in
top
3 b
oxes
)
Source: CATALYSE® Community Perceptions Survey, 2003-2012
23 39 34 28 39
3937
41 42 41 42 4240 41
53
44 4548
5357
5249
5154
63
20
02
/03
20
03
/04
20
04
/05
20
05
/06
20
06
/07
20
07
/08
20
08
/09
20
09
/10
20
10
/11
20
11
/12
City of Fremantle
Average of similar councils
Highest of similar councils
10
Satisfaction is moderate, and has been declining– Among home owners who could rate value for money, 53% are satisfied
Satisfaction is highest among seniors There is greatest room to improve among those living in Hilton,
followed by North Fremantle and South Fremantle
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 282)^ = small sample size (<30)
53
16
31
34
25
53
59
69
17
17Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of home owners (n=301)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Male 17% 36%
Female 17% 26%
Younger singles / couples (18-34) 20% 15%
Families with younger children (0-12) 13% 38%
Families with older children (13+) 10% 31%
Older singles / couples, no kids (35-64) 15% 37%
Seniors (65+) 29% 23%
Beaconsfield 21% 32%
Fremantle 17% 23%
Hilton 5% 40%
North Fremantle 22% 38%
O'Connor^ 0% 0%
Samson^ 22% 26%
South Fremantle 20% 36%
White Gum Valley 12% 37%
% of respondents who rated serviceexcludes don’t know and no response (n= 282)
N/A
N/A
Value for money from Council rates
16%
34%
15%
30%
4%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
11
Council's leadership Community consultation
Street lighting
Safety in City centre
Library & information services
Local history & heritage
Cons & enviro mgt
Weekly rubbish collections
Fortnightly recycling services
Verge-side bulk rubbish collections
Community buildingsFamilies
Disabilities
Festivals, events & cultural activities
Openness / transparency of processes
Inform the community
Roads
Street & road signs
Footpaths & cyclewaysTraffic in City centre
Traffic on local roads
Parking in City Centre
Enforcement of local-laws
Graffiti, V & ASB
Safety in local area
Fremantle Arts Centre
Streetscapes, parks & sporting groundsSport & rec facilities
Planning & building approvals
Website
Youth services & facilities
Seniors
Economic development & job creation
Attract tourists & visitors
0
10
20
30
40
50
60
70
80
90
100
0 5 10 15 20
CELEBRATE
FOCUS
Community Priorities Indicator TM
PRIORITY (% of mentions)
SA
TIS
FA
CT
ION
(% D
elig
hte
d)
MONITOR
Q. From all the areas we have been discussing in this survey, which ones would you most like the City of Fremantle to focus on improving? MULTIPLE RESPONSE ALLOWED Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Chart shows % of respondents delighted (8,9 or 10)Base: Priority – all respondents (Residents 2012 n = xxx); Satisfaction - Respondents who use / can comment on service / facility (Residents 2012 n = various)
Governance & Communications
13
Satisfaction is moderate– Among those who could rate the service, 51% are satisfied
There appears to be more room to improve among males and those living in Hilton
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 333)^ = small sample size (<30)
Familiar 83% Priority 8%
51
22
27
34
20
51
55
52
69
67
16
16Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Male 16% 32%
Female 15% 23%
Beaconsfield 14% 25%
Fremantle 13% 22%
Hilton 13% 46%
North Fremantle 12% 32%
O'Connor^ 23% 0%
Samson^ 31% 41%
South Fremantle 20% 29%
White Gum Valley 17% 12%
% of respondents who rated serviceexcludes don’t know and no response (n= 333)
2003: Leadership & advocacy in the
community
Council's leadership within the community
13%
29%
18%
23%
17%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
14
Leadership % of respondents who are delighted with Council performance
% o
f re
spon
den
ts w
ho
are
del
ight
ed(R
atin
g sa
tisfa
ctio
n in
top
3 b
oxes
)
Source: CATALYSE® Community Perceptions Survey, 2003-2012
31 19 14 16
44
34 3331
23 22 22 21 2024
45
36
4138
3229
31 30 3034
20
02
/03
20
03
/04
20
04
/05
20
05
/06
20
06
/07
20
07
/08
20
08
/09
20
09
/10
20
10
/11
20
11
/12
City of Fremantle
Average of similar councils
Highest of similar councils
15
10
27
16
28
17
3
37
58
41
37
29
26
Strongly agree
Somewhat agree
Neutral
Some what disagree
Strongly disagree
Don’t know
Council Score
Industry High
Industry Average
2012
2010
2008
The City of Fremantle has developed and communicated a clear vision for the area I am fairly clear about what the area is going to look and feel like in 10 years time
Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or strongly agree.Base: All respondents (Residents 2012 n = 401) ^ = small sample size (<30)
37% of respondents agree that the City has developed and
communicated a clear vision for the area, up from 29% in the
previous study
Seniors are less likely to agree than earlier lifestages (though they
are not more likely to disagree)
Conversely, younger singles and couples are less likely to disagree
Those living in Hilton are more likely to disagree that there is a clear
vision
% of residents Total Agree Total Disagree
Younger singles / couples 43% 25%
Families with younger children (0-12) 39% 46%
Families with older children (13+) 43% 42%
Older singles / couples 36% 52%
Seniors 23% 50%
Beaconsfield 30% 54%
Fremantle 37% 46%
Hilton 25% 59%
North Fremantle 44% 38%
O'Connor 19%^ 38%
Samson 42% 29%
South Fremantle 41% 45%
White Gum Valley 41% 29%
= significant variance= notable variance
INDUSTRY STANDARDS
% of respondents
Total agree (%)
CITY OF FREMANLE
Total disagree = 45%
Total agree = 37%
AGREE HISTORY
16
Council has developed and communicated a clear vision% of respondents who agree
% o
f re
spon
den
ts w
ho
agr
ee
Source: CATALYSE® Community Perceptions Survey, 2003-2012
26 29 37
4548
40 40
45
65
58
64
49
58
20
07
/08
20
08
/09
20
09
/10
20
10
/11
20
11
/12
City of Fremantle
Average of similar councils
Highest of similar councils
17
Satisfaction is moderate– Among those who could rate consultation, 53% are satisfied
Views are similar across the community
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 370)^ = small sample size (<30)
Priority 12%
53
17
30
31
18
53
50
48
65
66
16
16Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated serviceexcludes don’t know and no response (n= 370)
How the community is consulted about local issues
15%
34%
15%
28%
8%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
9
38
22
16
11
3
47
52
44
47
41
39
Strongly agree
Somewhat agree
Neutral
Some what disagree
Strongly disagree
Don’t know
Council Score
Industry High
Industry Average
2012
2010
2008
18
Elected Members have a good understanding of the community’s needs
Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or strongly agree.Base: All respondents (Residents 2012 n = 401) ^ = small sample size (<30)
47% of respondents agree that Councillors have a good
understanding of the community's needsP̵ Up from 41% in the previous study
27% of respondents disagree
Those living in White Gum Valley are most likely to agree
Seniors are most likely to disagree
% of residents Total Agree Total Disagree
Younger singles / couples 58% 13%
Families with younger children (0-12) 50% 25%
Families with older children (13+) 51% 28%
Older singles / couples 48% 23%
Seniors 32% 41%
Beaconsfield 40% 30%
Fremantle 54% 24%
Hilton 37% 32%
North Fremantle 36% 39%
O'Connor 38% 38%
Samson 50% 25%
South Fremantle 43% 32%
White Gum Valley 66% 7%
= significant variance= notable variance
INDUSTRY STANDARDS
% of respondents
Total agree (%)
CITY OF FREMANTLE
Total disagree = 27%
Total agree = 47%
AGREE HISTORY
19
Satisfaction is low– Among those who could rate the service, 45% are satisfied
Younger singles and couples are less concerned than other lifestages
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 293)^ = small sample size (<30)
Familiar 73% Priority 6%
45
19
36
25
16
45
43
44
59
61
14
14Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 13% 24%
Families with younger children (0-12) 20% 43%
Families with older children (13+) 19% 37%
Older singles / couples, no kids (35-64) 7% 34%
Seniors (65+) 14% 36%
% of respondents who rated serviceexcludes don’t know and no response (n= 293)
2003: Being open in its processes
How open and transparent Council processes are
10%
22%
14%27%
27% Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
20
Satisfaction is moderate– Among those who could rate the service, 59% are satisfied
There is greatest room to improve among seniors and those with a disability or impairment
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 383)^ = small sample size (<30)
Priority 9%
59
17
24
35
24
59
60
61
69
74
21
21Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 31% 19%
Families with younger children (0-12) 19% 25%
Families with older children (13+) 22% 21%
Older singles / couples, no kids (35-64) 18% 22%
Seniors (65+) 24% 32%
Disability or impairment 15% 33%
% of respondents who rated serviceexcludes don’t know and no response (n= 383)
How the community is informed about local issues
20%
36%16%
23%
5%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
56% of respondents recall seeing or reading Fremantle City
News, the Council’s weekly column in the Fremantle Gazette
This is a similar result to the 2010 study with 59% recall.
Recall increases with lifestage and is also higher among home
owners and those with a disability or impairment.
Recall is lowest among younger singles / couples with no
children.
21
Seen or read Fremantle City News
Q. Over the past 12 months, have you seen or read Fremantle City News, the Council’s weekly column in the Fremantle Gazette?Base: Respondents who gave a valid response, excludes ‘refused’ (n = 401) ^ = small sample size (<30)
Yes, 56%
No, 43%
Don't know, 1%
% of respondents
Over the past 12 months, have you seen or read Fremantle City News, the Council’s weekly
column in the Fremantle Gazette?
= significant variance= notable variance
% of respondents Yes No
Younger singles / couples (18-34) 36% 64%
Families with younger children (0-12) 56% 42%
Families with older children (13+) 55% 43%
Older singles / couples, no kids (35-64) 61% 39%
Seniors (65+) 67% 32%
Own 61% 37%
Rent 43% 57%
Disability or impairment 64% 43%
22
Visited the City of Fremantle’s website
Q. Have you visited the City of Fremantle’s website over the past 12 months?Base: Respondents who gave a valid response, excludes ‘refused’ (n = 401) ^ = small sample size (<30)
Visited website, 48%
Have not visited
website, 52%
Have you visited the City of Fremantle’s website over the past 12 months?
= significant variance= notable variance
% of respondents Yes No
Younger singles / couples (18-34) 57% 43%
Families with younger children (0-12) 68% 32%
Families with older children (13+) 49% 51%
Older singles / couples, no kids (35-64) 48% 52%
Seniors (65+) 21% 79%
Disability or impairment 37% 63%
48% of respondents recall visiting the City of Fremantle’s
website over the past 12 months.
This is up from 35% two years ago.
Website visitation is highest among families with younger
children.
Visitation is lowest among seniors and those with a disability or
impairment.
% of respondents
Society & Culture
24
Satisfaction is high– Among those who could rate the service, 84% are satisfied
Satisfaction is highest among females and seniors
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 362)^ = small sample size (<30)
Priority 9%
84
8
7
72
60
84
87
86
88
89
55
55Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Male 50% 8%
Female 60% 7%
Younger singles / couples (18-34) 49% 8%
Families with younger children (0-12) 51% 9%
Families with older children (13+) 52% 4%
Older singles / couples, no kids (35-64) 52% 7%
Seniors (65+) 77% 8%
% of respondents who rated serviceexcludes don’t know and no response (n= 362)
Library & information services
50%
27%
8%
6%
10%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
25
Satisfaction is high– Among those who could rate the service, 85% are satisfied
Views are similar across the community.
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 382)^ = small sample size (<30)
Priority 3%
85
8
7
52
38
85
92
89
90
51
51Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated serviceexcludes don’t know and no response (n= 382)
N/A
Festivals, events and cultural activities
49%
32%
7%
7%5%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
26
Satisfaction is relatively high– Among those who could rate the service, 75% are satisfied
Satisfaction is highest among younger singles / couples There is greatest room to improve among seniors
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 381)^ = small sample size (<30)
Priority 4%
75
12
13
46
30
75
77
77
88
85
38
38Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 49% 3%
Families with younger children (0-12) 37% 14%
Families with older children (13+) 40% 10%
Older singles / couples, no kids (35-64) 35% 12%
Seniors (65+) 35% 22%
% of respondents who rated serviceexcludes don’t know and no response (n= 381)
How local history and heritage is preserved and promoted
2003: Maintain & develop a sense
of Fremantle history
36%
35%
11%
12%5%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
27
Satisfaction is moderate– Among those who could rate the service, 54% are satisfied
Views are similar across the community
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 380)^ = small sample size (<30)
Priority 16%
54
15
31
50
31
54
47
48
65
77
15
15Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated serviceexcludes don’t know and no response (n= 380)
Safety and security in the City centre
2003: Provide a safe & secure environment
14%
37%
15%
29%
5%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
Safety and security
Safety and security
28
Satisfaction is moderate– Among those who could rate the service, 59% are satisfied
Satisfaction appears to be highest among those living in Samson There is greatest room to improve among those living in Hilton
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 392)^ = small sample size (<30)
Priority 21%
59
15
25
50
31
59
58
52
69
77
23
23Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Male 24% 26%
Female 23% 24%
Younger singles / couples (18-34) 25% 24%
Families with younger children (0-12) 21% 30%
Families with older children (13+) 24% 21%
Older singles / couples, no kids (35-64) 21% 22%
Seniors (65+) 30% 25%
Beaconsfield 21% 30%
Fremantle 24% 22%
Hilton 8% 44%
North Fremantle 26% 12%
O'Connor^ 19% 0%
Samson^ 43% 26%
South Fremantle 29% 23%
White Gum Valley 19% 26%
Own 20% 24%
Rent 32% 28%
Disability or impairment 34% 25%
% of respondents who rated serviceexcludes don’t know and no response (n= 392)
Safety and security in your local area
2003: Provide a safe and secure
environment
23%
35%
15%
25%
2%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
Safety and security
Safety and security
29
Satisfaction is moderate– Among those who could rate the service, 52% are satisfied
Satisfaction appears to be lower among younger singles and couples.
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 378)^ = small sample size (<30)
Priority 7%
52
20
28
54
32
52
51
50
64
70
17
17Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 19% 34%
Families with younger children (0-12) 20% 27%
Families with older children (13+) 20% 21%
Older singles / couples, no kids (35-64) 14% 28%
Seniors (65+) 13% 30%
% of respondents who rated serviceexcludes don’t know and no response (n= 378)
The control of graffiti, vandalism & anti-social behaviour
16%
34%
19%
26%
6%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
30
Satisfaction is moderate– Among those who could rate the service, 53% are satisfied
There is greatest room to improve among families with younger children
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 274)^ = small sample size (<30)
Priority 8%
53
21
26
44
23
53
53
51
55
56
14
14Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 13% 21%
Families with younger children (0-12) 13% 42%
Families with older children (13+) 20% 21%
Older singles / couples, no kids (35-64) 6% 26%
Seniors (65+) 18% 15%
% of respondents who rated serviceexcludes don’t know and no response (n= 274)
Services and facilities for youth
9%
27%
14%18%
32%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
31
Satisfaction is moderate– Among those who could rate the service, 57% are satisfied
Satisfaction is highest among seniors, those with a disability or impairment and those who are renting.
There appears to be more room to improve ratings among families with older children and those living in White Gum Valley.
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 244)^ = small sample size (<30)
Priority 7%
57
23
20
53
36
57
59
61
70
70
17
17Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 17% 14%
Families with younger children (0-12) 11% 21%
Families with older children (13+) 12% 30%
Older singles / couples, no kids (35-64) 18% 21%
Seniors (65+) 25% 15%
Beaconsfield 9% 18%
Fremantle 19% 14%
Hilton 20% 28%
North Fremantle 14% 19%
O'Connor^ 19% 0%
Samson^ 28% 13%
South Fremantle 17% 27%
White Gum Valley 17% 38%
Own 12% 19%
Rent 32% 18%
Disability or impairment 28% 23%
% of respondents who rated serviceexcludes don’t know and no response (n= 244)
Facilities, services and care available for seniors
10%
25%
14%12%
39%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
32
Satisfaction is moderate– Among those who could rate the service, 59% are satisfied
Views are polarised among those who live in a household with someone who has a disability or impairment. While a greater proportion are delighted (compared to the general population), a greater proportion are also dissatisfied.
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 229)^ = small sample size (<30)
Priority 4%
59
25
16
41
28
59
65
54
77
18
18Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Disability or impairment 31% 27%
% of respondents who rated serviceexcludes don’t know and no response (n= 229)
N/A
Access to services and facilities for people with disabilities
10%
24%
14%9%
43%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
33
Satisfaction is relatively high– Among those who could rate the service, 71% are satisfied
Satisfaction is highest among seniors and those who are renting There is greatest room to improve among families with younger
children
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 395)^ = small sample size (<30)
Priority 8%
71
16
13
63
46
71
76
74
83
32
32Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 31% 7%
Families with younger children (0-12) 22% 17%
Families with older children (13+) 32% 19%
Older singles / couples, no kids (35-64) 35% 14%
Seniors (65+) 44% 9%
Own 28% 16%
Rent 50% 5%
% of respondents who rated serviceexcludes don’t know and no response (n= 395)
N/A
Streetscapes, parks and sporting grounds
32%
38%
16%
13%2%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
Environment
35
Satisfaction is high– Among those who could rate the service, 80% are satisfied
Views are similar across the community
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 389)^ = small sample size (<30)
Priority 4%
80
7
13
79
68
80
85
86
91
88
58
58Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated serviceexcludes don’t know and no response (n= 389)
Fortnightly recycling services
56%
6%
13%
22%
3%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
36
Satisfaction is relatively high– Among those who could rate the service, 79% are satisfied
Satisfaction is highest among seniors and those living in South Fremantle
There is greatest room to improve among older singles / couples
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 392)^ = small sample size (<30)
Priority 6%
79
9
12
72
54
79
76
74
79
80
48
48Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 59% 5%
Families with younger children (0-12) 42% 10%
Families with older children (13+) 43% 12%
Older singles / couples, no kids (35-64) 41% 20%
Seniors (65+) 68% 6%
Beaconsfield 51% 4%
Fremantle 42% 14%
Hilton 44% 14%
North Fremantle 47% 15%
O'Connor 43% 38%^
Samson 57% 18%
South Fremantle 65% 8%
White Gum Valley 42% 14%
% of respondents who rated serviceexcludes don’t know and no response (n= 392)
Verge-side bulk rubbish collections
47%
30%
9%
12%2%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
37
Satisfaction is moderate– Among those who could rate the service, 63% are satisfied
Satisfaction is highest among females and those who are renting Dissatisfaction appears higher among earlier lifestages
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 382)^ = small sample size (<30)
Familiar 95% Priority 11%
63
15
22
63
59
59
66
22
22Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Male 16% 24%
Female 28% 19%
Younger singles / couples (18-34) 23% 29%
Families with younger children (0-12) 21% 23%
Families with older children (13+) 23% 24%
Older singles / couples, no kids (35-64) 20% 17%
Seniors (65+) 26% 18%
Own 17% 24%
Rent 37% 16%
% of respondents who rated serviceexcludes don’t know and no response (n= 382)
N/A
The management and control of traffic in the City centre
21%
39%
14%
21%
5%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
N/A
N/A
38
Satisfaction is moderate– Among those who could rate the service, 55% are satisfied
There is more room to improve among families with younger children, followed by those with older children
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 392)^ = small sample size (<30)
Familiar 98% Priority 11%
55
20
25
50
40
55
64
59
74
68
22
22Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Younger singles / couples (18-34) 25% 20%
Families with younger children (0-12) 18% 33%
Families with older children (13+) 18% 27%
Older singles / couples, no kids (35-64) 22% 22%
Seniors (65+) 30% 23%
% of respondents who rated serviceexcludes don’t know and no response (n= 392)
2003 & 2005: Average of : Provide
and maintain footpaths & provide
and; Maintain cycleways
Footpaths and cycleways
21%
33%19%
24%
2%
Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
39
Satisfaction is low– Among those who could rate the service, just 38% are satisfied
Those who are renting express less concern
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 288)^ = small sample size (<30)
Familiar 72% Priority 6%
38
18
44
35
19
38
39
38
53
13
13Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Own 11% 49%
Rent 25% 18%
% of respondents who rated serviceexcludes don’t know and no response (n= 288)
N/A
Planning and building approvals
9%
18%
13%
31%
28% Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
Economy
41
Satisfaction is low– Among those who could rate the service, only 39% are satisfied
There is greatest room to improve among families with older children, home owners and those living in White Gum Valley, followed by Beaconsfield
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 262)^ = small sample size (<30)
Priority 12%
39
24
37
26
16
39
47
50
72
68
8
8Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Male 8% 38%
Female 8% 35%
Younger singles / couples (18-34) 12% 22%
Families with younger children (0-12) 7% 38%
Families with older children (13+) 10% 47%
Older singles / couples, no kids (35-64) 7% 38%
Seniors (65+) 7% 39%
Beaconsfield 9% 45%
Fremantle 5% 35%
Hilton 8% 34%
North Fremantle 3% 19%
O'Connor^ -% -%
Samson^ 20% 30%
South Fremantle 12% 37%
White Gum Valley 8% 58%
Own 4% 45%
Rent 19% 17%
Disability or impairment 14% 47%
% of respondents who rated serviceexcludes don’t know and no response (n= 262)
Encourage economic &
industrial development
Economic development and job creation
5%
20%
16%
24%
35%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
42
Satisfaction is moderate– Among those who could rate the service, 63% are satisfied
There appears to be more room to improve among males, those with a disability or impairment, home owners, and those living in South Fremantle.
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 372)^ = small sample size (<30)
Priority 10%
63
13
24
63
75
77
85
88
24
24Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High
Industry Average
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated service Delighted Dissatisfied
Male 21% 31%
Female 26% 17%
Beaconsfield 20% 28%
Fremantle 25% 22%
Hilton 14% 26%
North Fremantle 23% 18%
O'Connor^ 19% 19%
Samson^ 38%^ 33%
South Fremantle 21% 35%
White Gum Valley 36% 13%
Own 20% 27%
Rent 39% 12%
Disability or impairment 35% 36%
% of respondents who rated serviceexcludes don’t know and no response (n= 372)
Efforts to attract tourists and visitors to the area
22%
36%12%
22%
7%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
N/A
N/A
43
Satisfaction is low– Among those who could rate the service, just 38% are satisfied
– 49% are dissatisfied
Views are similar across the community
Dissatisfied respondents are mostly concerned with access issues followed by the cost of parking.
Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (n = 386)^ = small sample size (<30)
Priority 21%
38
14
49
36
24
38
44
37
61
12
12Satisfied (6+)
Neutral (5)
Dissatisfied (0-4)
Council Score
Industry High*
Industry Average*
2012
2010
2008
2005
2003
% of all respondents (n=401)
Delighted (8-10)RESIDENT SATISFACTION
INDUSTRY STANDARDS
SATISFACTION HISTORY
= significant variance
% of respondents who rated serviceexcludes don’t know and no response (n= 386)
N/A
Parking in the City Centre
12%
24%
13%
47%
4%Delighted (8-10)
Satisfied (6-7)Neutral (5)
Dissatisfied (0-4)Don't know
Refused
*The control of parking
Revitalising the CBD
77%
70%
57%
51%
39%
6%
8%
4%
10%
17%
39%
22%
More 1 to 2bedroom
apartments
More larger 3bedroom
apartments
More shopsand retail space
Morecommercialoffice space
Yes No Unsure
% of respondents
Community support for revitalising the area
Q. To revitalise the Fremantle CBD area, do you think it would be helpful to have more: Base: All respondents, excluding ‘no response’ (Residents 2010 n = 201; 2012 n = 401)
Historical analysis
73% 77% =
57% 70%
68% 57%
52% 51% =
2011 2012 Trend
To revitalise the Fremantle CBD, a majority of
respondents think it would be helpful to have more
apartments in the area.
Support for larger 3 bedroom apartments has
increased significantly over the past 12 months, up
from 50% to 70%.
At the same time support for more shops and retail
space has declined from 68% to 57%.
Support for more commercial space has remained
steady around 51%.
There is growing community support for increasing
the vibrancy and intensity of development at
selected sites across the Fremantle CBD.
There is greatest support for developing Adelaide
Street and the Kings Square Precinct, followed by
Victoria Quay.
The jury is still out for the cappuccino strip on South
Terrace, with polarised views in the community.
73%
53%
80%
80%
17%
5%
3%
3%
2%
22%
18%
44%
Victoria Quay including the E-Shed markets and Maritime
Museum
The cappuccino strip on SouthTerrace
Adelaide Street, including theWoolstores and Shopping
Centre
The King Square Precinct,including Myer, Queensgate, theLibrary & Council Administration
Yes No Unsure
% of respondents
Community support for increasing the vibrancy and intensity of development
Historical analysis
62% 73%
48% 53% =
72% 80%
72% 80%
2011 2012 Trend
Q. Do you feel the local community would benefit by increasing the vibrancy and intensity of development in the following areas:Base: All respondents, excluding ‘no response’ (Residents 2010 n = 201; 2012 n = 400)
47
Council's leadership Community consultation
Street lighting
Safety in City centre
Library & information services
Local history & heritage
Cons & enviro mgt
Weekly rubbish collections
Fortnightly recycling services
Verge-side bulk rubbish collections
Community buildingsFamilies
Disabilities
Festivals, events & cultural activities
Openness / transparency of processes
Inform the community
Roads
Street & road signs
Footpaths & cyclewaysTraffic in City centre
Traffic on local roads
Parking in City Centre
Enforcement of local-laws
Graffiti, V & ASB
Safety in local area
Fremantle Arts Centre
Streetscapes, parks & sporting groundsSport & rec facilities
Planning & building approvals
Website
Youth services & facilities
Seniors
Economic development & job creation
Attract tourists & visitors
0
10
20
30
40
50
60
70
80
90
100
0 5 10 15 20
CELEBRATE
FOCUS
Community Priorities Indicator TM
PRIORITY (% of mentions)
SA
TIS
FA
CT
ION
(% D
elig
hte
d)
MONITOR
Q. From all the areas we have been discussing in this survey, which ones would you most like the City of Fremantle to focus on improving? MULTIPLE RESPONSE ALLOWED Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Chart shows % of respondents delighted (8,9 or 10)Base: Priority – all respondents (Residents 2012 n = xxx); Satisfaction - Respondents who use / can comment on service / facility (Residents 2012 n = various)
Lisa LoughManaging DirectorCATALYSE Pty Ltd
t: +61 8 9226 5674e: [email protected]
www.catalyse.com.au
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