Buller District Council

Buller District Council Customer Satisfaction Survey

22nd April, 2021

409 people took the opportunity to rate Buller District Council through its Customer Satisfaction Survey.

Results show that 89% of respondents are satisfied with the customer service they receive. Comparing results with those from 2019, results have improved significantly and meet the KPI target of at least a 5% increase.

87% agreed their matter was dealt with in an acceptable timeframe. Again, the results have significantly improved since 2019, rising from 66%.

While satisfaction with the level of communication received from council is relatively high, council fell just short of its target KPI by 3% with 82% or respondents saying they are satisfied with the level of information they receive.

Council’s group manager community services Rachel Townrow says an area for focus moving forward will be around council consulting with residents on important issues.

“We fell short of the 90% target, so we’ll take that on board and plan some improvement initiatives to lift the 70% rating we received.”

Council is pleased with the number of responses received, and the level of feedback provided.

“It was great to reach our target for the number of responses and we would like to thank everyone who took the time to complete the survey.

“After the last survey we developed a Customer Service Framework to deliver services that meet the needs of customers, and ensuring that the right tools, training and support are in place.

“Nearly 18-months later it’s helpful to check in with our customers to see how we are doing. And overall, we are satisfied with the results.”

Another survey will be completed in 2023.

A summary of the survey results is available on council’s website under Proactive Release of Information

The document can be viewed and downloaded here.


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