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

                                  TABLE OF CONTENTS

   INTRODUCTION                                                3
     Objectives of Survey                                      3
     Themes of Council Responsibility                          4
     Structured Sample Survey                                  9
     Briefing Material Supplied to Participants                9
     Data Processing and Analysis                              9
     Reliability of the Findings                              10
   RESPONDENT PROFILE                                         11
   OVERALL PERFORMANCE RATINGS                                14
     The Unweighted Overall Performance Rating                14
     The Sample as a Whole – Direct Questioning               15
     ‘Non-participants’ in the Survey                         16
     The Weighted Aggregated Total Performance Rating         16
     COMPARISON OF PERFORMANCE INDICES                        17
   ANALYSIS OF KEY POINTS                                     18
     Areas of Lowest Performance Relative to Importance       18
     Areas of Highest Performance Relative to Importance      19
     Areas of Average Performance                             20
     Areas of Least Importance                                21
   EVALUATIONS OF TOTAL PERFORMANCE                           22
     Weighted Performance Indicators                          22
     Basic Services & Infrastructure                          23
     Community Lifestyle Services                             24
     Managing the Shire                                       25
     Customer Service and Communications                      26
     Qualities of Council                                     27
   COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES) 28
   IMPORTANCE                                                 29
     Theme 1: Basic Services & Infrastructure IMPORTANCE      29
     Theme 2: Community Lifestyle Services IMPORTANCE         35
     Theme 3: Managing the Shire IMPORTANCE                   42
     Theme 4: Customer Service and Communication IMPORTANCE   47
     Theme 5: Quality of Council      IMPORTANCE              51
   PERFORMANCE                                                55
     Theme 1: Basic Services & Infrastructure PERFORMANCE     55
     Theme 2: Community Lifestyle Services PERFORMANCE        61
     Theme 3: Managing the Shire PERFORMANCE                  68
     Theme 4: Customer Service and Communication PERFORMANCE  74
     Theme 5: Quality of Council      PERFORMANCE             78
   PUBLIC OPINION QUESTIONS – KEY FINDINGS                    82
   SUMMARY                                                    90
   APPENDIX                                                   97




Noosa Customer Satisfaction Survey 2017
MARKET FACTS (QLD) PTY LTD                2