2017-08-08 S&O - Attachment 1 to Item 6 - Noosa Community Satisfaction Benchmarking Research Report

Now, moving on to MANAGING THE SHIRE... first of all, ‘Town Planning’ - how important is it for your Council
to accept responsibility for that area? Would it be ‘crucial’, ‘important’, ‘nice to have’, ‘not very important’ or ‘quite
unimportant’?

[WORK THROUGH ALL ITEMS UNDER ‘Managing the Shire’, READING OUT THE ‘Examples/ Clarification’ TO
THE RIGHT OF EACH RESPONSIBILITY, THEN CIRCLING THE LEVEL OF IMPORTANCE FROM 5 TO 1 FOR
EACH ON THE QUESTIONNAIRE.]
The next aspect of Council Responsibilities relates to its CUSTOMER SERVICES and its COMMUNICATION
with the community... first of all, the responsibility area of ‘Customer Service’ itself - how important is it for your
Council to have accessible & adequate facilities for dealing with and responding to contacts from stakeholders and
the general public, for handling enquiries, requests or complaints? Would it be ‘crucial’, ‘important’, ‘nice to have’,
‘not very important’ or ‘quite unimportant’?

[WORK THROUGH ALL ITEMS UNDER ‘Customer Services and Communication’, READING OUT THE
‘Examples/Clarification’ TO THE RIGHT OF EACH RESPONSIBILITY, THEN CIRCLING THE LEVEL OF
IMPORTANCE FROM 5 TO 1 ON THE QUESTIONNAIRE.]

Now when it comes to the QUALITIES OF COUNCIL, you should decide how important it is that the Council has
those qualities or adopts that approach... first of all, the ‘Quality of the Elected Council (as a whole)’ - how important
is it that they provide leadership & direction for the community, be even-handed, responsive, open and honest?
Would it be ‘crucial’, ‘important’, ‘nice to have’, ‘not very important’ or ‘quite unimportant’?

[WORK THROUGH ALL ITEMS UNDER ‘Qualities of Council’, READING OUT THE ‘Examples/Clarification’ TO
THE RIGHT OF EACH RESPONSIBILITY, THEN CIRCLING THE LEVEL OF IMPORTANCE FROM 5 TO 1 FOR
EACH ON THE QUESTIONNAIRE.]

Performance Ratings
Now we come to the important task of rating your council on its Performance of the responsibilities, which you've
just considered from the point of view of their Importance.

To explain the Rating Points that we've shown in the letter we sent you, please rate the Council on each area of
performance by giving them a ‘very good’ or a ‘good’ or a ‘fair only’ or a ‘poor’ or a ‘very poor’. If you have no
idea of how they are performing in a particular area - either from your own experience or from what you've heard
about them - just say ‘don't know’.

It doesn't matter how important you felt each responsibility was. Now we're thinking about how good a job you think
they're doing in that area.

[NOTE TO INTERVIEWER:
■ START WITH SAME THEME AS YOU USED FOR ‘Importance’ AND THEN ROTATE THROUGH ALL
   THEMES IN SEQUENCE.
■ USE SAME PRESENTATION, BUT ADAPT THE FUNCTION NAMES AND DESCRIPTIONS
   ACCORDINGLY.]

Now let's start with the BASIC SERVICES AND INFRASTRUCTURE, taking first of all, ‘Road Construction’.
Just looking again at the sheet we sent you headed ‘AREAS OF COUNCIL RESPONSIBILITY’, how good a job
do you think the Council is doing in constructing new roads and streets or upgrading existing ones - say, by sealing
them? Just give them a rating from ‘very good’ to ‘very poor’.

[WORK THROUGH ALL ITEMS UNDER ‘Basic Services and Infrastructure’, ONLY READING OUT THE
‘Examples/Clarification’ FOR EACH IF NECESSARY, GETTING RATINGS AND CIRCLING FROM 5 TO 1 FOR
EACH ON THE QUESTIONNAIRE. FOR A ‘Don't Know’ RATING CIRCLE A ‘nought / zero’.

[THEN DO THE SAME FOR EACH OF THE RESPONSIBILITY AREAS IN EACH ONE OF THE OTHER THEMES.]
OVERALL PERFORMANCE
Now we need to make an ‘OVERALL PERFORMANCE’ rating... Just looking at the bottom of the second sheet we
sent you and considering the Council as a whole - both the elected councillors and the employed staff - how would
you rate them for delivering a level of services and displaying a quality of performance in fulfilling all
responsibilities, which you would regard as ‘value for money’ - would you give them a ‘Very Good’, ‘Good’, ‘Fair
only’, ‘Poor’ or ‘Very Poor’ for their Overall Performance? [CIRCLE THE QUESTIONNAIRE FROM 5 TO 1.]

J2402 Noosa Shire Council         © 2017, Market Facts (Qld) Pty Ltd                   Page 106 of 115