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

                                Ratings - Non-participants in survey
                                     Don't Know
                                        9%
              Very Poor                                                Very Good
                 4%                                                       26%
                              Poor
                               7%


                                      Fair Only
                                         13%

                                                       Good
                                                        41%



‘Non-participants’ in the Survey

Those not prepared / unable to do the survey, but prepared to give a rating, have given
a higher rating of 3.86.

The Weighted Aggregated Total Performance Rating

This second measurement of overall satisfaction is calculated by summarising all
Performance ratings of each of the 41 Responsibility Areas into one (1) number,
weighted by the relative Importance of each Area. It is computed by using all
Importance scores, all Performance scores and all weighted Performance Indicators
for all 41 Responsibility Areas and then calculating the weighted Total Performance
Index from the resultant totals, using the standard formula. It is close to, but not the
same as, the average of all Performance means expressed as a share of the Optimum
performance score.

This ‘summary number’ is called the ‘Average Total Performance Index’ or the
Aggregated Overall Performance (Weighted).

Despite being calculated from 84 different mean ratings, the resultant Average TPI has
a value that is quite close to that obtained from the Direct Question given above.

Average Total Performance Index (TPI) for the survey was calculated at 73.24%

By comparison, with LGAQ State-wide survey Provincial averages in 2015, TPIs of
70.96% and 70.89% were achieved, so Noosa’s TPI of 73.24% for 2017 is tracking
above both Queensland wide and Provincial TPIs. (A further comparison with LGAQ
2017 State-wide survey will be provided in an updated report, when these results are
released in August 2017).

Such a high degree of correspondence between the two measurements (Direct
Questioning and Average TPI) suggests that both methods are successfully measuring
the same thing.

Total Performance Indexes can be examined from two general perspectives - the
composition (i.e. the average scores for the individual Importance and Performance
scores for each of the Responsibility Areas in each of the Themes) and a comparison
of the overall index scores over time (for future ongoing tracking surveys).

Noosa Customer Satisfaction Survey 2017
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