Client: Regional Victorian Council

Project Duration: 3 weeks | Sample Size: 1,850 completed surveys from 12,000 ratepayer database

Challenge:

A regional Victorian council required comprehensive feedback from their ratepayer base regarding council services, facilities, and future priorities. The council needed to ensure representative feedback from across their diverse municipality, including rural and urban ratepayers, and wanted to use their existing ratepayer database to maintain complete control over who was surveyed.

Our Solution:

Working exclusively from the council's ratepayer database, TKW designed and implemented an online survey methodology using client-provided contact details. We received a secure database of 12,000 ratepayer email addresses from council IT systems and programmed an online survey with skip logic and demographic profiling to ensure relevant questions for different ratepayer segments.

We managed email distribution directly from the client's provided list, with personalised survey links, implementing a three-wave email strategy (initial invitation, reminder, final reminder) to maximise response rates. Our team provided real-time response monitoring and quota management by suburb and demographic profile, whilst conducting quality checks on partial and completed responses. Because TKW works exclusively from client-provided lists rather than using an online panel, the council maintained complete control over their stakeholder engagement and ensured all communications came from verified ratepayer addresses.

Results:

Achieved 15.4% response rate from the client's database (1,850 completed surveys), with representative coverage across all council wards and demographic groups. We identified key satisfaction drivers and priority improvement areas, providing council with actionable insights for annual planning and budget allocation. All data collection was completed within ISO 20252:2019 quality standards.