Survey highlights resident approval of NPDC services

Steady as she goes is the key takeaway from NPDC’s annual Customer Satisfaction Survey, which shows improved or maintained satisfaction levels across the majority of its services.

The 2025 survey shows that of the thirty-five council services and perceptions measured, twenty have maintained their satisfaction levels, and eight have registered increased satisfaction by between four and eight per cent.

However, the Council’s reputation among residents has dropped in the last year, as has the perceived quality of life in the district.

“This survey is really useful for highlighting the areas where we need to do better for our community, as well as the areas where we’re improving,” says NPDC Chief Executive Gareth Green.

“I’m pleased to see that our core three waters services are rated so highly, especially in comparison with our peer councils, given that we’ve been investing in sorting out the district’s plumbing for the last few years.

“However, the community thinks we need to do better in some areas and we need to take that on board and look at how we can improve.”

Among the highlights of the survey are that nine services gained 85 per cent or higher support. Both Puke Ariki Library and the quality of our parks and reserves stayed the same at 95 and 93 per cent respectively, while our water and kerbside bin service both rose in satisfaction.

Among the satisfaction ratings in the 2025 survey versus 2024:

·       Water supply – 85 per cent v 81 per cent.

·       Stormwater – 73 per cent v 67 per cent.

·       Sewerage – 83 per cent v 76 per cent.

·       Kerbside rubbish and recycling collection – 88 per cent v 85 per cent.

·       Ability to drive around the network safely – 71 per cent v 76 per cent.

·       Quality and safety of the cycle network – 56 per cent v 61 per cent.

·       Quality of playgrounds – 78 per cent v 73 per cent.

·       Council has a good reputation – 51 per cent 55 per cent.

·       Council did what it said it would – 61 per cent v 66 per cent.

·       Quality of life is good in the district – 75 per cent v 80 per cent.

The survey also looked at how we compare with similar sized councils*.

·       Water supply – 85 per cent (NPDC) v 54% (benchmark).

·       Stormwater – 73 per cent v 50 per cent.

·       Sewerage – 83 per cent v 69 per cent.

·       Overall quality of the roads – 59 per cent v 35 per cent.

·       Quality and safety of footpaths – 76 per cent v 53 per cent.

·       Availability of car parking – 59 per cent v 47 per cent.

·       Museum at Puke Ariki – 92 per cent v 76 per cent.

·       Quality of sports parks – 73 per cent v 76 per cent.

·       Quality of public toilets – 69 per cent v 72 per cent.

The NPDC Community Survey is available on our website.

Fast facts:

·       This is an annual survey and in 2025 a demographically representative sample of 395 respondents conducted 14th Apr - 12th May.

·       The survey is also used to see how the organisation is tracking against non-financial measures/targets set out in the Long-Term Plan and reported on in the Annual Report.

·       This survey is conducted by independent research company The Curiosity Company.

·       * Benchmarked averages against councils in Napier, Palmerston North and Nelson where two or more had questions asked about the same services.

Caption: Waiwhakaiho River. Customer satisfaction with NPDC’s water supply service increased from 81 per cent to 85 per cent in annual survey.