Community Satisfaction Survey
Each year the Council seeks feedback from its residents on a broad range of issues, services and facilities that Council provides. The responses we receive from this annual survey assist Council in measuring the satisfaction and importance of service delivery, governance and leadership and overall performance. It provides the opportunity to reflect and adjust as we plan for the future.
Frankston City Council have contracted Metropolis Research to conduct and analyse the survey- from 2021 to 2025. Metropolis Research also survey Melbourne Metro and the southeastern region and can compare Frankston’s results where possible. 800 households were surveyed face to face, with respondents representing the demographic makeup of the municipality.
Overall Satisfaction
Council Performance
Highest Satisfaction scores
Areas of Concern
Biggest Changes to Satisfaction Scores
Perception of Safety
Top 3 Issues in 2025
Most Important Areas for Improvement
Decreased agreement with Sense of Community
Explore the Data
Satisfaction levels are scored from 0 (least) to 10 (most) and the score overall has held steady for the past four years. Frankston’s satisfaction levels (7.0) are slightly below the average forMelbourne Metro (7.1) and South East Councils (7.2) in 2025’s survey.
Survey respondents were asked to evaluate the overall Council performance over the last 12 months. 15% agreed that performance has improved with 7% saying performance had deteriorated and 62% stating that performance has stayed the same. Melbourne Metro had an average of 11% saying performance had deteriorated and South East Councils 20%.
Our core waste collection services were ranked with the highest satisfaction of all 34 services and facilities surveyed, with most staying at the same level of satisfaction from last year. The local library had an excellent level of satisfaction with 8.6. Services for children (birth to 5 yrs) also had a high satisfaction score (8.6) and had increased from the previous survey by 3 points.
Housing affordability and availability scored lower satisfaction scores, however, they have improved from last year. Building and Planning still has persistent lower satisfaction. Maintenance and repairs of road (either VicRoads managed, or local roads) had only ‘good’ levels of satisfaction. Whilst these areas have lower satisfaction scores, it is still considered either solid (6-6.5) or good (6.5-7.25) satisfaction levels.
Biggest increases in satisfaction were seen in our services for youth (11%) and housing affordability (15% change). Community Centres and Neighbourhood Houses satisfaction scores increased by 7% this year. Minimal decreases in satisfaction (-3%) occurred in council support for local business and drain maintenance and repair.
The overall perception of safety has decreased to 7.3 out of 10, this is 3% lower than last year and is probably more representative of the current issues the state of Victoria are experiencing and wider than our municipality. Perception of safety has decreased for all the locations mentioned in the survey this year, especially at night which scored 5.6 out of 10. Safety, policing and crime related issues were the most nominated issues that residents want council to address. Despite these concerns it had no correlation to overall satisfaction with Council.
Males' perception of safety has decreased for the first time since 2021 and Females’ scores continue to decline and are lower than Males. Perception of safety across all age groups declined, especially for senior citizens. Multi-lingual residents scores decreased by 14% compared to last year.
The top three issues in 2025 mirror the results for 2024, that being Safety, crime and policing, roads maintenance and repairs, and car parking.
Respondents want Council to continue to improve their communication, consultation and engagement, however, were still satisfied with these elements overall. Next important was safety and policing, which reinforces the observed decline in the perception of safety. Road maintenance and repairs is the next most common improvement request, but with minimal response (3%).
Respondents were asked how much they agree with nine statements about Sense of Community. Although respondents were less agreeable this year on six of the nine aspects of “Sense of Community”, scores were still over 7.5 out of 10 (which is categorised as “very good”). This includes these aspects: being child-friendly, being age-friendly, being proud of and enjoy living in the area and supportive of diverse cultures. Satisfaction increased when asked about feeling part of the community and satisfaction remained stable for travel options and turning to neighbours for help when needed.
The Metropolis Research report can be accessed here: Community Satisfaction Survey - Frankston City Council