Facilities user survey


We ask the community for their feedback on the services provided at the Buller District Libraries, NBS Theatre, Reefton Cinema, Reefton Visitor and Service Centre, and Westport Airport. 

This was the first time the Westport Airport, Buller District Libraries, the NBS Theatre and Reefton Cinema, and the Reefton Visitor and Service Centre came together to deliver a single survey covering several facilities. Previously, some of these venues carried out individual surveys.

This year, we launched a facilities user survey covering a range of services, such as enquiring at the Reefton Visitor and Service Centre, visiting one of the libraries, watching a movie or a performance, or catching a flight from Westport Airport. People could choose which facilities to provide feedback on based on the services they have used in the last 12 months.

This was an opportunity to let us know how you found the interactions at our facilities and tell us where we could improve. We also wanted to know what you liked about our services so we can continue the good work. 

The survey received 188 submissions, 41 of which were in hard copy and 147 completed online. Survey participants could select which facilities they wanted to submit feedback on.  

The Buller District Libraries received 133 responses, the theatres received 101 responses, the Reefton Visitor and Service Centre received 61 responses, and the Westport Airport had 75 responses. 

The feedback has provided council with comprehensive information about the use of each facility, current customer satisfaction levels, factors already contributing positively to customer satisfaction, and areas that can be improved.

The detailed survey analysis can be found on this page. 



We ask the community for their feedback on the services provided at the Buller District Libraries, NBS Theatre, Reefton Cinema, Reefton Visitor and Service Centre, and Westport Airport. 

This was the first time the Westport Airport, Buller District Libraries, the NBS Theatre and Reefton Cinema, and the Reefton Visitor and Service Centre came together to deliver a single survey covering several facilities. Previously, some of these venues carried out individual surveys.

This year, we launched a facilities user survey covering a range of services, such as enquiring at the Reefton Visitor and Service Centre, visiting one of the libraries, watching a movie or a performance, or catching a flight from Westport Airport. People could choose which facilities to provide feedback on based on the services they have used in the last 12 months.

This was an opportunity to let us know how you found the interactions at our facilities and tell us where we could improve. We also wanted to know what you liked about our services so we can continue the good work. 

The survey received 188 submissions, 41 of which were in hard copy and 147 completed online. Survey participants could select which facilities they wanted to submit feedback on.  

The Buller District Libraries received 133 responses, the theatres received 101 responses, the Reefton Visitor and Service Centre received 61 responses, and the Westport Airport had 75 responses. 

The feedback has provided council with comprehensive information about the use of each facility, current customer satisfaction levels, factors already contributing positively to customer satisfaction, and areas that can be improved.

The detailed survey analysis can be found on this page. 


  • Facility user survey outlines the importance of Council's community facilities

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    The results of Buller District Council’s facility user survey, which was carried out in October and November 2024, highlight the high value and importance of council’s community facilities.

    The survey received 188 submissions, 41 of which were in hard copy and 147 completed online. Survey participants could select which facilities they wanted to submit feedback on.

    The Buller District Libraries received 133 responses, the theatres received 101 responses, the Reefton Visitor and Service Centre received 61 responses, and the Westport Airport had 75 responses.

    72.6% of respondents indicated they were very satisfied and 12% were satisfied with Westport

    The results of Buller District Council’s facility user survey, which was carried out in October and November 2024, highlight the high value and importance of council’s community facilities.

    The survey received 188 submissions, 41 of which were in hard copy and 147 completed online. Survey participants could select which facilities they wanted to submit feedback on.

    The Buller District Libraries received 133 responses, the theatres received 101 responses, the Reefton Visitor and Service Centre received 61 responses, and the Westport Airport had 75 responses.

    72.6% of respondents indicated they were very satisfied and 12% were satisfied with Westport’s library. Feedback from users of the Reefton Library yielded a slightly lower percentage, with 50% indicating they were very satisfied and 39.5% satisfied. Comparing the combined very satisfied and satisfied shares for each library, both locations achieved very similar percentages: Westport Library with 84.6% and Reefton Library on 89.5%.

    Key reasons for the high satisfaction level for both libraries were the people providing the service, with the three most frequently mentioned reasons being friendly staff, helpful staff and great customer service.

    Survey participants highlighted the level of importance they place on both libraries, with more than two-thirds rating each library as absolutely essential or very important. Diving into the underlying reasons for this, book access was the most frequently mentioned reason, followed by these facilities acting as community hubs.

    Similarly, the cinemas were awarded high satisfaction levels from their participating users, with very satisfied and satisfied claiming a share of 88.5% for the NBS Theatre in Westport and 93.1% for the Reefton Cinema. The top reason for the high customer satisfaction level was screening a good range of movies.

    Survey participants highlighted the importance of both cinemas, with over 70% of respondents rating them as absolutely essential or very important. A key reason why the cinemas are important to users is their role as a community hub and event centre.

    The responses highlight the value attributed to these facilities as a venue for arts and performance, extending beyond a movie theatre's function.

    The survey showed that the most frequently-used Reefton Visitor and Service Centre services were NZ Post and New Zealand Transport Agency/Waka Kotahi. Council services and information and using the Inangahua County Library were not far behind. This highlights the importance of having mail and transport services available locally.

    82.4% of participating Reefton Visitor and Service Centre users were either very satisfied or satisfied with the services provided. Exploring the reasons, the quality of service was the main driver for the high customer satisfaction level.

    Survey participants overwhelmingly considered the Reefton Visitor and Service Centre to be essential. 94.5% rated it as absolutely essential or very important, emphasising the value of having key services accessible locally. This was the most frequently mentioned reason when respondents were asked why the facility is critical.

    Westport Airport’s quality of service and facilities were awarded a high level of satisfaction by participants, in parallel with the other facilities. Over 50% of survey respondents using the airport indicated they were very satisfied, and 37% were satisfied.

    The airport is a critical facility, which is evident in 83.6% of respondents considering it absolutely essential or very important. The fact it provides a vital connection to the North Island emerged as the key driver behind the importance. Respondents are also aware of its fundamental role in emergencies. This was the second most mentioned reason why the airport is critical.

  • Buller District Council launches facilities user survey

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    Buller District Council is launching its 2024 facilities user survey this week. The survey is targeted at people living in Buller and visitors who have used council’s venues and their services in the past 12 months. The survey seeks feedback on the services provided at the Westport Airport, Buller District Libraries, the NBS Theatre and Reefton Cinema, and the Reefton Visitor and Service Centre.

    Previously, some of these venues have carried out individual surveys every two years with the aim of gaining insight into people’s feedback on the venues and services provided to help identify opportunities for improvement.

    This is

    Buller District Council is launching its 2024 facilities user survey this week. The survey is targeted at people living in Buller and visitors who have used council’s venues and their services in the past 12 months. The survey seeks feedback on the services provided at the Westport Airport, Buller District Libraries, the NBS Theatre and Reefton Cinema, and the Reefton Visitor and Service Centre.

    Previously, some of these venues have carried out individual surveys every two years with the aim of gaining insight into people’s feedback on the venues and services provided to help identify opportunities for improvement.

    This is the first time the Westport Airport, Buller District Libraries, the NBS Theatre and Reefton Cinema, and the Reefton Visitor and Service Centre have come together to deliver a single survey covering several facilities.

    Due to this new approach, the survey covers a range of services such as making an enquiry at the Reefton Visitor and Service Centre, visiting one of the libraries, watching a movie or a performance, or catching a flight from Westport Airport. People can choose which facilities they want to provide feedback for, based on the services they use.

    Manager Customer Experience Shelley Jope says: "We really hope that the Buller community takes this opportunity to let us know how they find the interactions at these venues and where we could enhance the experience for our customers. Similarly, we are keen to know what people like about our services so we can continue the good work. This will help us to initiate changes and improvements.”

    The local community and visitors to Buller are encouraged to fill out the survey, either online or in hard copy. The survey will be hosted on council’s new online community engagement hub, Let’s talk Buller.

    “It’s great we can use this new online platform for the survey and combining the launch date of the new platform with the go live date of the survey just makes sense. The platform offers a range of interactive tools to for the community to provide their feedback, which makes it easier for people to participate.”

    The platform will be council’s central space to share ideas, discuss key issues, and help shape the future of our district together with the community going forward. It enables council staff to efficiently administrate feedback, saving time in turning the community’s voices into valuable insight for governance and staff.