How does your council stack up?
That’s the question driving this edition of the Solver Scoop. Across Australia, councils are looking to better understand how they perform, not just in isolation, but against their peers.
Whether it’s resolution times, communication, or community satisfaction, knowing where you stand can unlock new ways to learn and improve.
In this edition of the Scoop we’ll explore:
- How the Community Satisfaction Index benchmarks council performance across Australia
- How Camden Council earned their place among Australia’s top-rated councils
- What drives results in customer satisfaction ratings
- How Whitehorse City Council is celebrating community feedback and satisfaction
A national snapshot of council performance
How satisfied are residents with their councils, and what really matters to them?
That’s the question behind the 2025 Community Satisfaction Index: Australia’s first national benchmark of council performance that combines both real-time and survey-based community feedback.
The result is one of the most comprehensive snapshots of council performance available, built from:
- 13,700 survey responses on satisfaction, neighbourhood pride, and service quality
- Over 200,000 Snap Send Solve ratings from real reports lodged across the country
With nearly 1 million Snappers and more than 2.2 million community ratings, we’re uniquely positioned to reveal how people experience local services, and how those experiences differ across states, regions, and councils.
As expectations shift and digital tools like Snap Send Solve become the primary way residents connect with councils, the Index helps put data behind what communities are feeling and saying. It’s our way of shining a light on where trust is growing, and where councils can have the biggest impact.
Setting the standard for customer satisfaction
Camden Council has emerged as one of New South Wales’ top-performing councils in the 2025 Community Satisfaction Index, earning a place among Australia’s best for community satisfaction and service delivery. With a satisfaction rating of 65.8%, Camden led the state and ranked 8th in the country, a reflection of both their operational strength and commitment to listening to residents.
One reason Camden performed so strongly is their Voice of Customer program, which puts real-time community feedback at the centre of service improvement. Snap Send Solve plays a vital role in this approach, providing a reliable, accessible way for residents to raise issues and rate their experience.
1 in 5 reports lodged in Camden through Snap Send Solve contain community feedback, giving the council a clear view of what’s working and where to improve. This ongoing feedback loop supports high performance. For a council in one of Australia’s fastest-growing regions, these results speak volumes.
“Camden is committed to ensuring concerns are addressed quickly and effectively. Tools like the Snap Send Solve app help residents and visitors share their feedback.” - Cr Ashleigh Cagney, Mayor of CamdenWhat drives customer satisfaction?
The Index highlights a consistent trend: councils that respond quickly and communicate clearly earn high satisfaction scores from their communities.
Speed of resolution and the quality of communication are the two biggest drivers of positive community feedback on the Snap Send Solve platform. When residents know their issue has been acknowledged, and when they see it Solved, they’re far more likely to report a positive experience.
Even small gains matter. Councils that lift their satisfaction score by just one point often see meaningful shifts in public perception and trust.
And as McKinsey puts it, “better customer experience… strengthens public trust.”
That trust gives councils more room to lead, whether it’s advancing new projects, responding to complex issues, or simply building everyday confidence in local services.
The Index doesn’t just show where you stand, it points to what works.
Whitehorse City Council celebrates community satisfaction
Following a strong result in the 2025 Community Satisfaction Index, Whitehorse City Council took to their media platforms to share how community feedback through Snap Send Solve is helping shape better outcomes.
In a news article and Facebook post, the council celebrated their performance in the Index and acknowledged the contribution of residents, who continue to use Snap Send Solve to report issues and support improvements in shared spaces.
By encouraging ongoing use of the platform and making the reporting process accessible and visible, Whitehorse is helping make sure their community feels heard, valued, and part of the local conversation. Supporting the strong satisfaction results reflected in this year’s Index.
Ready to turn insights into action?
If you’re looking to better understand your satisfaction results, explore what’s driving your rankings, or use community feedback to guide your next steps, we’re here to support you.
Whether it’s a custom Index briefing or a conversation about lifting satisfaction scores, we’d love to help.
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