2019-06-11 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                   11 JUNE 2019


19                       2019 COMMUNITY SATISFACTION SURVEY RESULTS
DOCUMENT INFORM AT ION




Author                              Director Executive Services, Debra Iezzi
                                    Executive Services Department

Index                               ECM/ Subject / 38.9 Research

Attachments                         1.   Community Satisfaction Survey Noosa Shire Council May 2019 by
                                         Market Facts (Qld) Pty Ltd (132 page attachment provided separately to
                                         this report)


EXECUTIVE SUMMARY
In April 2019 Council engaged Market Facts Pty Ltd to conduct its biennial benchmarking survey
of community attitudes. The survey measured levels of satisfaction with 41 council services
under the themes of: Qualities of Council; Customer services and Communication; Managing the
Shire; Community Lifestyle Services; Basic Services and Infrastructure. Four hundred Noosa
residents were asked to rate how important the services were and the quality of the services
delivered.
The Community Satisfaction Survey 2019 Report (attached) presents the survey findings and an
analysis of ratings and variances. In addition, it compares Council’s 2019 survey results with
those of the 2017 survey and the 2017 Local Government Association of Queensland (LGAQ)
state biennial survey results.
In summary, the 2019 survey findings show:
                        Council is currently performing better than it did in 2017 and is perceived to be meeting
                         expectations of the community it serves.
                       75.8% of respondents viewed Council’s overall performance as good and very good.
                        Council’s overall average Total Performance Index at 74.6% exceeded its previous 2017
                         survey results of 73.2%, as well as LGAQ state-wide and provincial averages.
                        The best results were achieved in the following themes: Customer service and
                         Communication; Community Lifestyle Services; and Managing the Shire.
                       The top 7 performing services relative to importance were: Libraries, Waste Management,
                         Customer Service, Development of Tourism, Disaster Management, Information Services,
                         Quality and Performance of Outdoor Workers, Quality and Performance of indoor staff,
                         Community Safety, Community Services, and Shopping facilities.
                        An examination of the results shows that while Council has performed well in the majority
                         of service areas which are important to the community, there is still the opportunity to
                         further increase its overall performance rating through improvements in the following
                         service areas: Parking Facilities; Public Transport; Economic Development/Local
                         Employment; Traffic management; Road Maintenance; Footpaths; Road Construction;
                         Building Control; Responding to the Community; Consulting with the Community; Town
                         Planning; and Drainage and Flood Mitigation. Noting that Noosa Council’s performance
                         exceeds state averages in all of these areas except Parking Facilities.
The information from the 2019 survey will assist Council to review services provided to the
community and to benchmark our performance against other Queensland councils. This will not
only provide us with an idea of how well we are doing compared to other councils but will also
assist us to prioritise our efforts and identify where we can learn from others.




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