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

Customer Service and Communications

Weighted Performance Index (in order of Importance)

 Theme 4                       2017 Survey
 Customer Service              Importance Performance Performance
 and Communication             Means       Means      Indexes
 Responding to the                  4.42     3.49        69.7%
 Community
 Consulting the                     4.39     3.48        69.6%
 community
 Customer Service                   4.37     3.93        78.6%
 Informing the                      4.34     3.67        73.4%
 Community
 Providing Leadership               4.25     3.54        70.7%
 & Advocacy
 Information services               4.24     3.78        75.7%
 Means                              4.33     3.65
 Total Performance                                      72.94%
 Index


The weighted Total Performance Index (TPI) for Customer Service & Communications
for 2017 is 72.94%.

The table shows a comparison of how the community actually judges Council
performance for this theme, as it makes allowance for the relative Importance of each
of the Activity Areas judged. This ‘reality’ is shown in the Weighted Performance
Indicator numbers. However, the rank order of these WPIs is clearly at variance with
the priorities with which the community wants matters to be handled (shown by the
rank order of Importance scores).




Noosa Customer Satisfaction Survey 2017
MARKET FACTS (QLD) PTY LTD                  26