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

SUMMARY


This 2017 benchmark study for Noosa Shire Council clearly shows the extent to which
Council is currently performing and is perceived to be meeting expectations of the
community it serves.

While this study can be used as a stand-alone report on the situation in Noosa Shire
Council, as the community sees it, it can also be compared against an external
standard - the 2015 LGAQ State-wide Report of results for Queensland, and Provincial
Councils. An update report will provide a comparison to Noosa 2017 results, when the
results of the LGAQ 2017 survey results, are released (due August 2017).

Obviously, for reviewing performance, up-dating the Corporate Plan, and determining
priorities, the most important information is the actual detail in Noosa’s own study.
However, taking account of an external measurement criterion is important, as it
provides Council with a relative comparison measure of its performance.

Overall Performance

An assessment of the overall performance of Council, is obtained at the end of the
survey, after all the ratings for Importance and Performance for the 41 individual Areas
of Council Responsibility have been obtained – a process which gives respondents
plenty of time to review and assess just how well its Council has actually performed,
on the ‘things that matter’. In this final question, respondents are asked to provide
ratings for ‘Overall Council Performance’. The average of these ratings provides a
single number which sums up their attitudes on the whole subject.

The result for this survey is 3.82, which translates to almost three quarters of
respondents viewing Council’s performance as ‘good’ (55%) and ‘very good’ (17%). It
is also 76.4% of the ‘Optimum’ score of 5 which means that Council is generally
viewed as being effective in delivering services to the community.

A second way of measuring “Overall Performance” is to take the individual
Performance ratings for each of the 41 Council Responsibility Areas, add them up after
allowing for the relative “perceived Importance” of each of the Areas, and then
calculate the result as a percentage of the possible optimum. On this basis (called the
Average Total Performance Index), Noosa Shire Council is rated as achieving 73.2%.




Noosa Customer Satisfaction Survey 2017
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