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

EVALUATIONS OF TOTAL PERFORMANCE

The following pages present tables showing performance indices (used to benchmark
successive measures of performance). These can be used to guide plans and policies
in order to improve the levels of satisfaction of the residents of Noosa Shire Council.

Weighted Performance Indicators

The tabular calculations give the results for each Responsibility Area within each
Theme as a Weighted Performance Indicator (WPI). The table then combines these
individual Weighted Performance Indicators to produce an overall Total Performance
Index (TPI) for each Theme.

Individual Weighted Performance Indicators are produced by multiplying the average
Performance Rating awarded to a council for each Responsibility Area within a
particular Theme by the average Importance Rating given to it. This ‘weights’ each
individual Performance score by the level of community priority for that specific Area.

To obtain the Total Performance Index (TPI) for each Theme, the individual Weighted
Performance Indicators are summed, as an Achieved Score, and percentaged against
a Possible Score - which could be achieved only if all respondents gave their council
a ‘5’ rating (‘Very Good’) for Performance on all the Responsibility Areas in that Theme.

These TPI’s become a benchmark against which Council can track, over individual
and successive surveys, the effectiveness with which they have addressed community
expectations. They also provide objective numerical data which can be used to
crystallise - from the viewpoint of residents - Objectives set out in council Strategic or
Corporate Plans. They describe ‘what is’ - actual performance, adjusted for relative
importance priorities.




Noosa Customer Satisfaction Survey 2017
MARKET FACTS (QLD) PTY LTD                 22