City of Yarra, Customer Service Survey Y4

Since 2022, AEC has delivered the Annual Customer Service Survey (ACSS) for Yarra City Council—an evidence-based tool to track resident satisfaction, identify service gaps, and support continuous improvement in Council operations. AEC introduced key methodological enhancements, including online panel sampling, significantly improving youth engagement and response diversity.

Each year, AEC provides a comprehensive insights report, an internal operations report with actionable recommendations, and a formal executive presentation. Results are benchmarked against previous years and the Victorian local government average to support strategic decision-making.