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

OVERALL PERFORMANCE RATINGS

This Survey Method uses two different measurements of community perceptions of
their level of satisfaction with current Council performance – ‘direct’ and ‘calculated’.

The Unweighted Overall Performance Rating

This is obtained from a direct question to all survey participants. This question is the
final one in the rating procedure, and comes after having obtained respondents’ ratings
for both the Importance of each of the 41 Responsibility Areas the survey is about, and
for Council Performance in delivering each one of these Areas

In this final question, we ask our survey sample to give a rating of Overall Council
Performance, using as a basis for judgement the criterion of whether Council is:

     ‘delivering a level of services and displaying a quality of performance in fulfilling all
     responsibilities, regarded as ‘value for money’ for the rates and charges you pay’.

During the initial enrolment process for the survey, we contact a number of residents
who - for one reason or another - are not prepared to undertake the main survey. We
also ask all these contacts - if we can start a conversation with them, and if they qualify
as respondents - to give a similar overall judgement before the contact is terminated.
There were 46 of these contacts in the process of enrolling our sample of 400.

The ratings of the two groups are presented together in the table below and then
graphically (overleaf) for this benchmark survey. A comparison with LGAQ 2015 survey
results is also be provided in the table below and will be updated when results are
available for LGAQ 2017 (approximately August 2017).


                        TOTAL      Very    Good         Fair   Poor   Very   Don't   Not    Mean
                                   Good                 Only          Poor   Know    App.

 Total Queensland         700       3.6%   47.9%    43.3%      3.7%   1.6%   0.0%    0.0%   3.48
 (LGAQ 2015)
 FIRST CONTACT             46      26.1%   41.3%    13.0%      6.5%   4.3%   8.7%    0.0%   3.86
 Noosa 2017
 Overall Rating           400      16.5%   54.5%    24.0%      3.5%   1.0%   0.5%    0.0%   3.82
 Noosa 2017
 Provincial               280       2.9%   50.4%    41.4%      3.9%   1.4%   0.0%    0.0%   3.49
 (LGAQ 2015)




Noosa Customer Satisfaction Survey 2017
MARKET FACTS (QLD) PTY LTD                         14