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

The High Priority Areas

The Responsibility Areas, that have the largest ‘gaps’ between their scores for
Performance and their scores for Importance, also appear near the top of the
Importance ranking and at the bottom of the Performance ranking.

These are the Areas where residents are expressing high levels of dissatisfaction with
Performance levels and are awarding strong ‘should try harder’ scores.

Performance Improvement Targets

The chart overleaf shows a list of targets for improvement where elements have
performance ratings 1.5% or more below the average performance assessment of
73.2%, but which also have relatively high (=/>4) levels of importance. There are
others close to the cut-off not shown in this figure, although these are noted in the
detailed findings.

                   Performance Improvement Targets

 OVERALL WEIGHTED PERFORMANCE INDEX                                                          73.20%




                           Parking Facilities                                     59.7%

 Economic Development/Local Employment                                               63.9%

                        Road Maintenance                                                  68.7%

                 Consulting the community                                                 69.6%

             Responding to the Community                                                  69.7%

                         Road Construction                                                69.8%

           Providing Leadership & Advocacy                                                 70.7%

                                            0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%


These elements can be considered as priorities for enhancement of overall
performance. Attention to these elements will lead to the greatest overall increase in
the weighted performance indices.

This 2017 benchmark customer satisfaction survey provides a solid foundation for
Noosa Shire Council to review its targets for improving its performance ratings. The
results show that Noosa Shire Council is tracking well above it Provincial counterparts,
and also for Queensland, in term of overall performance when compared with LGAQ
2015 survey results. This will be further compared later in 2017, when LGAQ State-
wide 2017 is available.

However, this research will enable future ongoing tracking studies to be undertaken by
Noosa Shire Council, to monitor the degree of success it is having in reaching their
performance improvement targets.


Noosa Customer Satisfaction Survey 2017
MARKET FACTS (QLD) PTY LTD                          96