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

ANALYSIS OF KEY POINTS

Areas of Lowest Performance Relative to Importance

The Table shows the 7 Responsibility Areas where there are the greatest gaps
between Performance and Importance - ranked inversely by the level of rated
Performance.

 Responsibility Area             Importance      Performance        Share of
                                 Mean Rank       Mean     Rank      Optimum
 Providing Leadership            4.25     18      3.54       22       70.7%
 & Advocacy
 Road Construction               4.32     14=     3.49      23=       69.8%
 Responding to the               4.42      6=     3.49      23=       69.7%
 Community
 Consulting the                  4.39     8=      3.48       24       69.6%
 community
 Road Maintenance                4.53      3      3.43       26       68.7%
 Economic                        4.36     10      3.20       27       63.9%
 Development/Local
 Employment
 Parking Facilities              4.22     21      2.99       29       59.7%

*Responsibility Areas shown in shading were rated in ‘top ten’ in overall importance

These 7 Responsibility Areas have been selected on the basis that
    their Importance rating is at least 3.96 (on the border-line of ‘4’= ‘Important’),
       and
    their Performance is more than 1.5% below Average (where Average Total
       Performance Index is 73.2%).

The size of the job to be done can be defined in two ways:
    Move the Performance Mean from the current rating up to the Optimum level
       (‘a score of ‘5’). Current Performance as a share of Optimum is shown in the
       Share of Optimum column. The difference between ‘Share of Optimum’ and
       100.0% shows how actual performance has to improve to achieve a score of
       ‘5’.
    Achieve Equilibrium between Performance and Importance by closing the ‘gap’
       between their respective Mean scores. If the gap between the average ratings
       for Importance and Performance were to close, there would be a significant
       improvement in community perceptions of Overall Performance.




Noosa Customer Satisfaction Survey 2017
MARKET FACTS (QLD) PTY LTD                         18