Facilities user survey

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.