The impromptu comments are an interesting insight into customer perception. Although subjective they can provide a valuable source of information. For this reason they are carefully scrutinised and considered in future planning. Table 3 shows a summary of the impromptu comments from the 2014 survey. The last two negative comments appear to demonstrate some confusion between the urban stormwater system that has very little open channel infrastructure and the rivers drainage assets. There is a tiny amount of stormwater infrastructure in the Marlborough Sounds area. Sixteen residents of the Marlborough Sounds took part in the survey but their experience of stormwater drainage is likely to be quite confined relative to the urban population. Careful interpretation of the survey result is required to attain an accurate understanding of the service performance. However with caution the data can continue to give useful feedback on the service. Positive Comment Count No Problems 52 Very well controlled 17 Not much flooding 15 Other (please specify) 15 Negative Flooding still occurring 33 Other (please specify) 33 Drains blocked/need cleaning 26 Poor maintenance 19 Council doesn’t follow up 8 Rubbish in rivers 5 Irregular mulch/mowing of banks 1 Table 3 Summary of Impromptu Comments from Customer Satisfaction Survey 2014 Level of Service - Minimise the environmental risks of stormwater discharges. Performance Indicator – Reported stormwater discharges to the aquatic environment that causes deterioration to the receiving water. The annual target of less than six pollution incidents has regularly been achieved (see Table 2 .) The types of discharge that can cause deterioration to the aquatic environment can range from serious chemical or oil pollution, spillages, discoloration caused by soil sediment from excavation works to one reported incident that was traced to a school class washing out their paint brushes above a drain grating in the playground. Drainage from the roads and many private properties are directly connected to the stormwater reticulation. It is extremely difficult to control contamination from these sources. However council is providing the method of conveyance to discharge into the environment and therefore has a responsibility for the quality of the discharge. There are a number of tactics that can be deployed to protect the environment. ‘Source Control’ of activities at the origin to prevent contaminants entering the system is generally the most cost effective. High risk sites are identified. These are typically industrial and commercial sites and are recognised either through Page 21