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

COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES)

This section comprises two sets of tables and commentary:

        the first set of tables deals with the community’s priorities - the IMPORTANCE
         of each Area of Responsibility/Service;
        the second set of tables deals with the community’s perceptions of what is
         actually the case - the ratings for COUNCIL PERFORMANCE in each Area of
         Responsibility / Service.


N.B.   In the following tables, the Responsibility Areas being rated are presented in
the order of consideration by respondents, not in rank order of Importance or
Performance.

Explanation of Importance & Performance Ratings

In the tables, the MEAN column or row is an average of the IMPORTANCE or
PERFORMANCE ratings given by all respondents, using 5-point scales with clarifying
semantic differentials as follows:

              IMPORTANCE                                    PERFORMANCE
              Crucial                     (5)            Very Good              (5)
              Important                   (4)            Good                   (4)
              Nice to Have                (3)            Fair Only              (3)
              Unimportant                 (2)            Poor                   (2)
              Quite Unimportant           (1)            Very Poor              (1)

In both measurements, provision was also made for unprompted ‘Don't
Know’ or ‘Not Applicable’ responses. These were factored out of the
calculations by giving them a value = 0.

While the words used in the Performance Scales each have an obvious meaning,
those used in the Importance Scales were explained in detail to all respondents by
the interviewers:
     ‘Crucial’ means that it is a service or activity that the community must have and
        that it is vital for the council either to do or to get involved in to make sure that
        it is done by someone.
     ‘Important’ is for something that you certainly expect your council to do, provide
        or make sure that somebody else provides it.
     ‘Nice To Have’ means just that, as does ‘Not Very Important’.
     ‘Quite Unimportant’ means unnecessary - something that in any council
        cutbacks would be the first to go.

Achieved MEAN scores should thus be considered in relation to the scale being
applied. For example:
    a MEAN of 4.5 on Importance indicates that the particular responsibility/quality
       is adjudged mid-way between Important and Crucial.
    a MEAN of 3.5 for Performance means that the Council is seen as mid-way
       between Fair Only and Good in being effective/delivering service on that
       particular criterion.



Noosa Customer Satisfaction Survey 2017
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