Level of Service – Provide an overall level of service that meets or exceeds residents’ expectations. Performance Indicator – Residents’ satisfaction survey. The residents’ satisfaction survey is conducted each year. A telephone poll of approximately 600 residents is undertaken around June/July. Participants are asked to rate the Council’s performance in providing the service. The measure is subjective and can be heavily affected by current events or publicity of a particular topic. However as a general indicator of public opinion it is an important reference. The survey scores achieved between 2008 and 2014 are shown below. The survey is introduced as follows – “The Council operates fresh water supply schemes servicing Blenheim, Renwick, Picton, Awatere, Wairau Valley, Havelock and Riverlands. If you receive Council supplied water on a scale of 1 to 9 where 1 = not at all well, 5 = neutral and 9 = extremely well, how well do you think the Council performs in providing the service?” The customers’ responses are recorded along with any ad-hoc comments the results of the 2014 survey are shown in Figure 4 Customer Responses to the 2014 Satisfaction Survey. Page 22