Results from Waitomo District Council’s recent annual residents survey has revealed new insights following a change in survey provider and new questions.

Independent research company Key Research conducted the survey on behalf of Council during May this year. The survey is used to measure seven of Council’s Key Performance Indicators (KPIs) and inform our Annual Report each year. The results also identify where there is scope for improvement which can be factored into planning for budgets and service levels in the future.

General Manager Strategy and Environment, Alex Bell says by using Key Research, it allowed Council to be benchmarked against the results from 26 other Councils that Key Research conducts surveys for. Benchmarking results will be available in September.

This year’s survey used a 10-point scale for each question aligning with the current best practice in social surveys.

Council received a total of 471 responses, which is more than we have received over the last two years. In 2024 we received 404 responses, and in 2023 we received 450 responses.

“The analysis model provides additional tailored questions to provide better feedback on Council services, for example, questions on Council’s image and reputation, rates and value for money. “Those types of questions have never been asked of residents and ratepayers before.”

Results have shown that more than half (53%) of residents are satisfied with the Council’s overall performance, with satisfaction significantly higher among those aged over 65 years, compared to younger residents (aged between 18 and 39 years). 

Most residents (76%) rate their quality of life positively, and 65% agree the district is heading in the right direction.

There is a strong sense of community identity, with 66% expressing pride in living in the Waitomo District. Pride is particularly strong among long-term (71%) and older residents (76%). 

Community appreciation

Positive comments highlight appreciation for the local facilities, the helpfulness of Council staff, well-run public services and appreciation for local events like The Great NZ Muster which ‘showcase what the area has to offer’.

The perceived quality of life is slightly lower among newer residents (those who have lived in the area for less than five years (71%), with concerns raised about high rates, limited access to urban-level infrastructure, and water pressure issues in rural areas.  Residents frequently express pride in the district’s natural environment, local events, and community-minded culture. 

High levels of satisfaction were also recorded for public facilities (87%), open spaces (94%), and regulatory services (82%).

Residents who have recently contacted the Council report mostly positive experiences, with 84% satisfied with how their enquiry was handled. 

Engagement and consultation are also viewed favourably overall (82% satisfied).

Alex says overall the results of this survey have been very positive, but there’s always room for improvement.

“We’re really pleased with the results and we are very appreciative and thankful for the time residents took to complete the survey.

“We know that our services and facilities play a vital part in our residents’ lives so it’s important we do our best to get it right. Staff work hard to meet the expectations of the community, so I know they’re proud their efforts have been recognised.”

Room for improvement

Stormwater infrastructure and the maintenance of rural roads and footpaths have been highlighted as areas for improvement.

The fairness of rates, the transparency of financial management, and the affordability of services are also identified as areas needing improvement, as well as the need for more transparent decision making, clearer communication, and broader inclusion in consultation processes.

“The survey highlights strong community support for many Council services, alongside clear expectations for more visible leadership, improved financial accountability, and inclusive engagement. These insights provide a valuable foundation for ongoing planning and service improvement across the district,” says Alex.

WDC’s financial and non-financial (activity) performance for the financial year 2024/25 will be reported later this year in October through the Annual Report.

The final full report of the Residents Survey will soon be available on Council’s website.