Original source · versioned page text
2022-01-17 - GC Agenda - Item 6 - Attachment 1 - Noosa Council Community Satisfaction Survey 2021 by Market Facts Qld Pty Ltd
Text sections have not been matched to the original PDF pages. Use the original document to check page numbers.
General Committee Agenda
17 January 2022
Attachment 1 to Item 6
Noosa Shire Council - Community
Satisfaction Survey 2021
June 2021
See the original
The page text is free to read. Viewing or downloading an original file needs an account.
Log in to see the originalSearchable page text hides email addresses. Original files are unchanged and may show email addresses.
Full text of the other 78 sections
Section 2
TABLE OF CONTENTS
EXECUTIVE SUMMARY 2
1. INTRODUCTION 8
Objectives of Survey 8
Themes of Council Responsibility 8
2. METHODOLOGY 9
Structured Sample Survey 9
Briefing Material Supplied to Participants 9
Data Processing and Analysis 9
Reliability of the Findings 10
3. KEY FINDINGS 11
3.1 OVERALL PERFORMANCE RATINGS 11
3.2 THE WEIGHTED AGGREGATED TOTAL PERFORMANCE RATING 13
3.3 COMPARISON OF PERFORMANCE INDICES 14
3.4 EVALUATIONS OF TOTAL PERFORMANCE 15
3.5 COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES) 21
3.6 COMPARISON OF IMPORTANCE & PERFORMANCE 22
3.7 OVERALL ANALYSIS 37
4. PUBLIC OPINION QUESTIONS – KEY FINDINGS 41
APPENDIX 60
A. Respondent Profile 61
B. Survey Questionnaire 64
LIST OF TABLES
Table 1 – Summary of Tracking Surveys – Overall Rating & First Contact ................................ 11
Table 2 – Weighted TPI – Basic Services & Infrastructure........................................................ 16
Table 3 Weighted TPI – Community Lifestyle Services............................................................. 17
Table 4 – Weighted TPI Managing the Shire ............................................................................ 18
Table 5 – Weighted TPI Customers Service and Communication ............................................ 19
Table 6 – Weighted TPI Qualities of Council ........................................................................... 20
Table 7 - Basic Services & Infrastructure IMPORTANCE ....................................................... 22
Table 8 - Theme 1: Basic Services & Infrastructure PERFORMANCE .................................... 22
Table 9 - Theme 2: Community Lifestyle Services IMPORTANCE ......................................... 25
Table 10 - Theme 2: Community Lifestyle Services PERFORMANCE ................................... 25
Table 11 - Theme 3: Managing the Shire IMPORTANCE...................................................... 28
Table 12 - Theme 3: Managing the Shire PERFORMANCE ................................................... 28
Table 13 - Theme 4: Customer Service and Communication IMPORTANCE ....................... 31
Table 14 - Theme 4: Customer Service and Communication PERFORMANCE ........................ 31
Table 15 - Theme 5: Quality of Council IMPORTANCE ......................................................... 34
Table 16 - Theme 5: Quality of Council PERFORMANCE ...................................................... 34
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 1
Section 3
EXECUTIVE SUMMARY
This 2021 tracking survey is a follow up to the 2019 survey and 2017 benchmark study for Noosa
Shire Council. In 2021, Council is performing below the results for 2019. Average Total
Performance Index (TPI) for the survey was calculated at 72.07% (74.59% in 2019 and 73.24%
in 2017).
It is our observation that community sentiment when measuring Council performance,
compared to two years ago is generally less positive. As further evidence of this, other similar
Councils who have recently completed these surveys recorded lower TPIs. In relative terms
Noosa’s TPI of 72.07% is also quite high, so although a lower result than in 2019, it is still above
similar sized council in Queensland.
This survey measures the community’s satisfaction with 41 Council services including how
important a service is and the how well the Council is performing. Four hundred (400) Noosa
residents were surveyed from across the Shire from different demographic groups; age,
gender. Home ownership status (renting versus home ownership) and current work status (full-
time employment, retired and casual etc). This ensures that the results are statistically reliable,
and that Council can be confident that these accurately reflect the perception of the general
community of Noosa Shire. In addition to the telephone survey, Council also hosted an online
version of the survey on their website. A total of 165 community members completed the
online survey. Where appropriate the results are presented for comparison throughout this
report.
To further breakdown Noosa’s 2021 results, the following chart shows the comparison of the
Total Performance Index (TPI) for Noosa 2021, 2019 and 2017 (including the 2017 LGAQ CSS
State-wide and Provincial averages) across all five Themes. The LGAQ no longer conducts the
state-wide CSS.
Comparison of Performance Indices
69.39%
69.17%
OVERALL TOTAL PERFORMANCE INDEX (TPI) 73.24%
74.59%
72.07%
69.45%
69.40%
Qualities of Council 76.03%
75.75%
73.54%
66.38%
65.92%
Customer Services and Communications 72.94%
75.41%
70.56%
65.65%
65.75%
Managing the Shire/City 72.31%
73.25%
73.23%
72.02%
72.13%
Community Lifestyle Services 75.17%
77.66%
74.86%
70.57%
69.93%
Basic Services / Infrastructure 69.91%
70.42%
68.06%
56.00% 60.00% 64.00% 68.00% 72.00% 76.00% 80.00%
LGAQ STATEWIDE 2017 LGAQ Provincial 2017 Noosa 2017 Noosa 2019 Noosa 2021
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 2
Section 4
As can be seen from the chart above, in 2021 Noosa is below the overall average TPI in all 5
areas. The stand-out themes are:
• Customer Service and Communication experienced the greatest reduction in TPI from
the 2019 result – 70.56% versus 75.41% in 2019
• Community Lifestyle Services, Qualities of Council and Basic Services and Infrastructure
TPI reduced in 2021 from 2019 results, on average by 2.4%.
• Managing the Shire TPI was stable or on par with 2019 result (73.23% in 2021 versus
73.25% in 2019)
(The LGAQ has decided to forego the state-wide Community Satisfaction Study via telephone
contact).
Areas Rated as Being ‘High’ on Performance
In 2021, there are some additional responsibility areas that the community has judged Council
to be performing better compared to 2019 and 2017. These include:
• Park, Playgrounds & Public Amenities – Least Important in 2019
• Environment protection & Conservation – Average in 2019
• Environment Controls – Average in 2019 and Average in 2017
• Revenue Raising – Average in 2019
• Community Health – Average in 2019 and Average in 2017
• Community Services – Average in 2017
Highest Performers
83.00%
Libraries & other Information Access 82.9%
84.90%
78.30%
Disaster Management 79.40%
80.9%
81.20%
Waste Management 81.50%
80.6%
78.30%
Parks, Playgrounds & Public Amenities 78.9%
78.60%
Customer Service 76.5%
81%
74.90%
Evironment Protection & Conservation 76.3%
76.10%
Community Safety 76.3%
78.10%
78.40%
Quality & Performance of Indoor Staff 75.8%
78.40%
Environmental Controls 75.8%
73%
Revenue-raising 75.7%
75.70%
Information services 75.6%
79.20%
78.50%
Quality & Performance of Outdoor Workers 75.1%
78.40%
Community Services 75.1%
77.10%
Community Health 74.1%
66.0% 68.0% 70.0% 72.0% 74.0% 76.0% 78.0% 80.0% 82.0% 84.0% 86.0%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Highest Performer for 2017 and 2019.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 3
Section 5
The High Priority Areas
In 2021, most of the same responsibility areas continue to be rated as low performers as in
2017. However, two new responsibility areas have been added, specifically “Informing the
Community” and “Quality of Councillor(s) Dealt With” which were both rated as average
performers in 2019.
The chart below shows a list of targets for improvement where elements have performance
ratings 1.5% or more below the average performance assessment of 72.07%, but which also
have relatively high (=/>4) levels of importance.
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 for subsequent tracking surveys.
Performance Improvement Targets
73.24%
OVERALL WEIGHTED PERFORMANCE INDEX 74.59%
72.07%
59.70%
Parking Facilities 59.60%
56.9%
63.90%
Economic Development/Local Employment 66.60%
63.1%
Traffic Management 68%
63.2%
69.70%
Responding to the Community 71.80%
64.3%
68.70%
Road Maintenance 69.50%
64.4%
69.60%
Consulting the community 72.20%
65.2%
69.80%
Road Construction 70.90%
67.0%
Building Control 71.30%
69.9%
Informing the Community
70.0%
Qualitiy of Councillor(s) Dealt with
70.5%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if it was also a Performance Improvement Target for 2017 and 2019.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 4
Section 6
So, in 2021, as in 2019 and 2017 most low performing areas remain as low performers and a
comparison of TPI’s is shown below:
2021 2019 2017
Responding to the Community 64.3% 71.8% 69.70%
Building Control 69.9% 71.3% *
Road Construction 67.0% 70.9% 69.80%
Footpaths, Kerbing, Guttering Least 69.6% 69.60%
Important
in 2021
Road Maintenance 64.4% 69.5% 68.70%
Traffic Management 63.2% 68.0% *
Economic Development/Local 63.1% 66.6% 63.90%
Employment
Public Transport Least 65.1% 65.10%
Important
in 2021
Parking Facilities 56.9% 59.6% 59.70%
Consulting the Community 65.2% 72.20% 69.6%
Informing the Community 70.0% * *
Quality of Councillor(s) Dealt With 70.5% * *
*These were average performers in 2017 & 2019
The challenge is now for Council to continue to address and prioritise these areas in their future
planning, and use follow up tracking surveys to not only monitor ratings for individual areas,
but also to ensure overall performance, continues to increase or at least remain at comparative
levels with other Councils.
Public Opinion Questions – Snapshot of Key Findings
The survey included a number of public opinion questions that were also asked in previous
surveys. These questions covered:
Preparedness for disaster or emergency
• Nearly two thirds (65.8%) of respondents in 2021, as shown graphically below, are
prepared for a disaster or emergency and have an emergency plan. In 2019, 66% of
respondents had a disaster management plan in place for a flood or fire, compared to
59.7% in 2017.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 5
Section 7
Satisfaction with Service Levels
• 77.3% of respondents (compared to 88% in 2019 and 86% in 2017) indicated that
they preferred that Council ‘leave things as they are’ when trying to strike a balance
between providing the best possible service and operating within its financial means.
• 14.5% indicated that they would be prepared to pay more through their rates for an
improved/increased level of service, compared to 9.3% in 2019.
Rating of aspects of the service
Key Service Aspects Summary of Ratings
Answering telephone calls • 62.6% of respondents who contacted the Council rated this aspect of
service as ‘Good’ (20.9%) or ‘Very good’ (41.7%), compared to 74.8% in
2019.
Council’s main Tewantin office • 45.3% of respondents who contacted the Council rated this aspect of
service as ‘Good’ (21.6%) or ‘Very good’ (23.7%), compared to 60.4% in
2019.
Email and on-line enquiries • 36.7% of respondents who contacted the Council rated this contact as
‘Good’ (20.9%) or ‘Very good’ (15.8%), compared to 25.8% in 2019
Return of call as promised • 28.8% of respondents who contacted the Council rated this contact as
‘Good’(17.3%) or ‘Very good’(11.5%), compared to 47.3% in 2019.
After hours emergency service • For 82% of respondents who made contact with Council, this aspect was
phone contacts ‘Not applicable’, compared to 91.6% in 2019.
Acknowledgement of written • 30.9% of respondents who contacted the Council rated this contact as
correspondence ‘Good’ (15.8%) or ‘Very good’ (15.1%). Compared to 18% in 2019.
Effectiveness in handling • 43.1% of respondents who contacted the Council rated this aspect of
complaints service as ‘Good’ (23.7%) or ‘Very good’ (19.4%), compared to 45.5% in
2019.
Effectiveness in responding to • 55.4% of respondents who contacted the Council rated this aspect of
requests service as ‘Good’ (28.8%) or ‘Very good’ (26.6%), compared to 55.6% in
2019.
• 20.9% of respondents rated this aspect of service as ‘Poor’ (10.8%) or
‘Very poor’ (10.1%).
Best method to seek information from Council about a project or an issue
• Council’s website (35.5%) was the most popular method by which respondents would
choose to seek information from Council about a project or an issue. This was
followed by Local newspaper (29.3%) and social media (Facebook) (25%).
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 6
Section 8
Three most important things to the community in regard to lifestyle, and quality of the
community.
Three things important to you with regards to lifestyle and
quality of community
50.0 47.0
45.0
39.1
40.0
35.5
35.0 32.5
28.3
29.3 27.3 29.5
30.0
25.5 25.0
25.0 23.0
20.8
20.0 17.7 16.3
15.3 15.0
13.8 14.0
15.0 12.5 12.8
11.8 11.5 11.8 11.3 12.0
10.8
9.8
10.0 7.0 6.3
5.3 4.3 4.5
5.0 3.0 3.0 3.0 3.3
1.3 2.3 0.8 0 0.3 0 0 0 0 0 0 0
0.0
Access to Environment Don't know Community Traffic/transport Townplanning (no More jobs (youth Other
amenities, (clean, healthy, (safety, events, (roads, high-rise, and older
facilities/services, amenity, friends, family) maintenance, affordable residents)
recreation maintenance) access, safety) housing, cap
population)
First 2019 First 2021 Second 2019 Second 2021 Third 2019 Third 2021
• One of the key themes that emerged from this question was the theme of Access to
amenities, facilities/services, and recreation, with 47% of first responses in this
category.
Satisfaction with feeling part of the Noosa community
As a final question, survey respondents were asked how satisfied they were with feeling part
of the community and to rate this satisfaction. In summary, a large proportion of respondents
(88.8%) indicated that they were either ‘satisfied’ (29.3%) or ‘completely satisfied’ (59.5%), in
regard to feeling part of their community, compared to 76.1% in 2019
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 7
Section 9
1. INTRODUCTION
Market Facts was commissioned by the Noosa Shire Council in May 2017 to conduct a
benchmark survey of community attitudes measuring levels of satisfaction with the services
provided by Council. This 2021 customer satisfaction research is a follow up tracking survey to
the 2017 and 2019 surveys.
As in 2017 and 2019, this survey also included ‘supplementary questions’ - public opinion
measures of a number of other current issues that the Council required community feedback
on.
Objectives of Survey
The objectives are to:
(a) Survey relevant categories of the members of the Noosa Shire Council community, in
order to:
• provide measurements of resident’s attitudes and opinions, and
• provide diagnostic information and analyses,
regarding the extent to which the Council’s provision of works, facilities and relevant
administrative services meets the community’s perceived priorities.
(b) Provide number-based detail which can be used to calculate relative priorities between
the 41 primary policy areas for which Council is responsible according to the “weighted
averages” of community perceptions, after taking into account both existing Council
Performance as well as basic community priorities (i.e. ratings for Importance).
Themes of Council Responsibility
At the core of the benchmarking process is the evaluation by residents in the community of the
broad array of Council responsibilities (services and activities), divided into five Themes. These
services and activities are defined in Section 3.4, and are as follows:
1. Basic services & Infrastructure
2. Community Lifestyle Services
3. Managing the Shire/City
4. Customer Services and Communications
5. Qualities of Council
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 8
Section 10
2. METHODOLOGY
Structured Sample Survey
Random telephone calls were made to resident households throughout the Shire, using the
Electronic White Pages. These calls identified 400 residents aged 18 years and over who
indicated that they were ‘interested in discussing local government issues and expressing an
opinion about them’ and who were prepared to participate in the survey.
Over 17,000 land line numbers and 1,800 plus mobile numbers were available and were used
on a rotation of every nth number. From these available numbers 5,233 calls were attempted
and 2,347 connected telephone calls were made, in order to enrol the sample of 400
respondents.
A profile of the respondents who participated in the telephone survey is included in Appendix
A
Of the people we initially actually spoke to 27 were insufficiently interested in local government
or were prevented by other constraints from participating but did answer the ratings question.
In addition to the telephone survey, Council also hosted an online version of the survey on their
website. A total of 165 community members completed the online survey. Where appropriate
the results are presented for comparison throughout this report
Briefing Material Supplied to Participants
After despatching preliminary prompt material to those people who had agreed to participate,
follow-up telephone interviews were conducted by appointment. The material sent included
the explanation of the ‘Themes of Council Responsibility’ set out on the previous pages, the
method of rating for Importance and Performance, and also described the methods of rating.
A copy of this questionnaire is included in the Appendix B of this report.
Data Processing and Analysis
The data has not been weighted. As a matter of course the data, after input, was cleaned and
logic-checked to ensure error-free detailed tables. All percentages in the tabular output have
been rounded to one decimal point. Significance tests have been applied to identify those
differences in response among the various subgroups which were highly unlikely to have
occurred due to chance.
All responses were coded and computer-analysed by the standard breaks of:
• Gender
• Age Group
• Household Situation
• Neighbourhood
• Home Ownership
• Present Work Status
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 9
Section 11
These breaks were established to enable the identification of significant differences in response
patterns among the various community sectors represented by the sub-samples. For all analysis
of these standard demographic breaks, and for the local issues tables, we have applied
significance tests to the differences between the sub-samples and the total sample. These
appear in the tables as:
+++ significantly greater than the sample result at the 99% level of confidence
++ significantly greater than the sample result at the 95% level of confidence
+ significantly greater than the sample result at the 90% level of confidence
--- significantly lower than the sample result at the 99% level of confidence
-- significantly lower than the sample result at the 95% level of confidence
- significantly lower than the sample result at the 90% level of confidence
Tables included in this Report only show results for the Total Sample. However, a
comprehensive printout of all analyses has been closely examined in compiling the
commentary.
Average ratings for Importance and Performance were calculated - from which Weighted
Performance Indicators were derived for each parameter being rated. These were then
combined to provide a Weighted Performance Index for each of the five Themes of Council
Responsibility and for Overall Performance on all 41 Areas as a whole.
Reliability of the Findings
The findings of the survey are obviously subject to Sampling Error. The maximum Probable Error
of our total sample is ±4.11% at the 90% level of confidence. Comparisons between categories
and subgroups are subject to varying error depending on respondent frequencies and the
relative percentages of respondents falling in different response codes.
This survey is not designed to deliver definitive findings for individual Council areas.
By continuing to use the basic survey instrument and reporting methodology over an extended
period of time, data accumulated in the form of ‘norms’ permit ever more accurate and reliable
benchmarks to be established.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 10
Section 12
3. KEY FINDINGS
3.1 OVERALL PERFORMANCE RATINGS
This Survey Method uses two different measurements of community perceptions of the level
of satisfaction with current Council performance – ‘direct’ and ‘calculated’.
The Unweighted Overall Performance Rating
This is obtained from a direct question to all survey participants. This question is the final one
in the rating procedure, and comes after having obtained respondents’ ratings for both the
Importance of each of the 41 Responsibility Areas the survey is about, and for Council
Performance in delivering each one of these Areas
In this final question, we ask our survey sample to give a rating of Overall Council Performance,
using as a basis for judgement the criterion of whether Council is:
‘delivering a level of services and displaying a quality of performance in fulfilling all
responsibilities, regarded as ‘value for money’ for the rates and charges you pay’.
During the initial enrolment process for the survey, we contact a number of residents who - for
one reason or another - are not prepared to undertake the main survey. We also ask all these
contacts - if we can start a conversation with them, and if they qualify as respondents - to give
a similar overall judgement before the contact is terminated. There were 27 of these contacts
in the process of enrolling our sample of 400.
The ratings of the two groups are presented together in Table 1 below and then graphically
(overleaf) for this 2021 tracking survey.
Table 1 – Summary of Tracking Surveys – Overall Rating & First Contact
TOTAL Very Good Fair Poor Very Don't Not Mean
Good Only Poor Know App.
FIRST CONTACT 46 26.1% 41.3% 13.0% 6.5% 4.3% 8.7% 0.0% 3.86
Noosa 2017
Overall Rating 400 16.5% 54.5% 24.0% 3.5% 1.0% 0.5% 0.0% 3.82
Noosa 2017
FIRST CONTACT
Noosa 2019 25 24.0% 52.0% 12.0% 4.0% 0.0% 8.0% 0.0% 4.04
Overall Rating
Noosa 2019 400 14.0% 58.3% 21.5% 4.5% 1.5% 0.3% 0.0% 3.79
FIRST CONTACT
Noosa 2021 27 8.0% 48.0% 28.0% 8.0% 8.0% 0.0% 0.0% 3.40
Overall Rating
Noosa 2021 400 5.5% 55.0% 31.8% 5.0% 2.3% 0.5% 0.0% 3.57
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 11
Section 13
Overall Council Performace - Direct Questioning
Very Good
Very Poor Don't Know
5%
2% 1%
Poor Not Applicable
5% 0%
Fair Only
32% Good
55%
The Sample as a Whole – Direct Questioning
The result for this survey is 3.57 (3.79 in 2019 and 3.82 in 2017) , which is lower than the result
in these previous surveys.
A mean score of 3.57, translates to three quarters of respondents viewing Council’s
performance as ‘good’ (55%) and ‘very good’ (5%). It is also 71.4% (compared to 75.8% in 2019
and 76.4% in 2017) of the ‘Optimum’ score of 5 which means that Council is generally viewed
as being effective in delivering services to the community.
Ratings - Non-partcipants in survey
Don't Know Not Applicable
Very Poor 0% 0%
8% Poor
8% Very Good
8%
Fair Only
28%
Good
48%
‘Non-participants’ in the Survey
Those not prepared / unable to do the survey, but prepared to give a rating, have given a higher
rating of 3.40 (4.04 in 2019 and 3.86 in 2017).
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 12
Section 14
3.2 THE WEIGHTED AGGREGATED TOTAL PERFORMANCE RATING This second measurement of overall satisfaction is calculated by summarising all Performance ratings of each of the 41 Responsibility Areas into one (1) number, weighted by the relative Importance of each Area. It is computed by using all Importance scores, all Performance scores and all weighted Performance Indicators for all 41 Responsibility Areas and then calculating the weighted Total Performance Index from the resultant totals, using the standard formula. It is close to, but not the same as, the average of all Performance means expressed as a share of the Optimum performance score. This ‘summary number’ is called the ‘Average Total Performance Index’ or the Aggregated Overall Performance (Weighted). Despite being calculated from 84 different mean ratings, the resultant Average TPI has a value that is quite close to that obtained from the Direct Question given above. Average Total Performance Index (TPI) for the survey was calculated at 72.07% (74.59% in 2019 and 73.24% in 2017) However, it is our observation that community sentiment when measuring Council performance, compared to two years ago is generally less positive. As further evidence of this, other similar Councils who have recently completed these surveys recorded lower TPIs. In relative terms Noosa’s TPI of 72.07% is also quite high, so although a lower result than in 2019, it is still above a similar sized council in Queensland. Such a high degree of correspondence between the two measurements (Direct Questioning and Average TPI) suggests that both methods are successfully measuring the same thing. Total Performance Indexes can be examined from two general perspectives - the composition (i.e. the average scores for the individual Importance and Performance scores for each of the Responsibility Areas in each of the Themes) and a comparison of the overall index scores over time (for future ongoing tracking surveys). Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 13
Section 15
3.3 COMPARISON OF PERFORMANCE INDICES
The following charts show comparison of the Total Performance Index (TPI) for Noosa 2021,
2019 and 2017 (including the 2017 LGAQ CSS State-wide and Provincial averages) across all
five Themes. The LGAQ no longer conducts the state-wide community satisfaction study so
there are no later data comparison.
Comparison of Performance Indices
69.39%
69.17%
OVERALL TOTAL PERFORMANCE INDEX (TPI) 73.24%
74.59%
72.07%
69.45%
69.40%
Qualities of Council 76.03%
75.75%
73.54%
66.38%
65.92%
Customer Services and Communications 72.94%
75.41%
70.56%
65.65%
65.75%
Managing the Shire/City 72.31%
73.25%
73.23%
72.02%
72.13%
Community Lifestyle Services 75.17%
77.66%
74.86%
70.57%
69.93%
Basic Services / Infrastructure 69.91%
70.42%
68.06%
56.00% 60.00% 64.00% 68.00% 72.00% 76.00% 80.00%
LGAQ STATEWIDE 2017 LGAQ Provincial 2017 Noosa 2017 Noosa 2019 Noosa 2021
The chart above, shows the Noosa TPI 72.07% (74.59% in 2019 and 73.24% in 2017) compared
to TPI for the 5 key themes. As can be seen from the chart above, in 2021 Noosa is below overall
average TPI in all 5 areas. The stand-out themes are:
• Customer Service and Communication experienced the greatest reduction in TPI from
the 2019 result – 70.56% versus 75.41% in 2019.
• Community Lifestyle Services, Qualities of Council and Basic Services and Infrastructure
TPI reduced in 2021 from 2019 results, on average by 2.4% (from 74.86% in 2021 versus
77.6%in 2019).
• Managing the Shire TPI was stable or on par with 2019 result (73.23% in 2021 versus
73.25% in 2019).
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 14
Section 16
3.4 EVALUATIONS OF TOTAL PERFORMANCE The following pages present tables showing performance indices (used to benchmark successive measures of performance). These can be used to guide plans and policies in order to improve the levels of satisfaction of the residents of Noosa Shire Council. Before each Theme, the definitions used for each function/ responsibility are outlined, so it is clear what definitions were provided to survey respondents. Weighted Performance Indicators The tabular calculations give the results for each Responsibility Area within each Theme as a Weighted Performance Indicator (WPI). The table then combines these individual Weighted Performance Indicators to produce an overall Total Performance Index (TPI) for each Theme. Individual Weighted Performance Indicators are produced by multiplying the average Performance Rating awarded to a Council for each Responsibility Area within a particular Theme by the average Importance Rating given to it. This ‘weights’ each individual Performance score by the level of community priority for that specific Area. To obtain the Total Performance Index (TPI) for each Theme, the individual Weighted Performance Indicators are summed, as an Achieved Score, and percentaged against a Possible Score - which could be achieved only if all respondents gave their Council a ‘5’ rating (‘Very Good’) for Performance on all the Responsibility Areas in that Theme. The TPI benchmark was set in 2017, tracked in 2019 and can now be again compared with the 2021 tracking survey. Successive tracking surveys will assist Council to measure the effectiveness to which they have addressed community expectations. TPI’s also provide objective numerical data which can be used to crystallise - from the viewpoint of residents - Objectives set out in Council Strategic or Corporate Plans. They describe ‘what is’ - actual performance, adjusted for relative importance priorities. Tables 2-6 show a comparison of how the community actually judges Council performance under each 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 WPI’s is clearly at variance with the priorities with which the community wants matters to be handled (the table is formatted in the rank order of Importance scores). Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 15
Section 17
Basic Services & Infrastructure Theme
Function/Responsibility Examples/Clarification
Road Construction Constructing new or upgrading existing roads
Road Maintenance Repairing potholes and damaged road shoulders; street sweeping and
verge mowing
Footpaths, Kerbing & Guttering Construction and maintenance of safe footpaths, kerbs and gutters
Street Lighting Funding the provision and upkeep of lights on Council streets/roads
Traffic Management Traffic planning, traffic lights, roundabouts, traffic `calming' and
directional signage
Parking Facilities Establishing parking policies, parking control, provision of or
assessment of requirement for on and off-street parking
Public Transport Either providing or ensuring the provision of an adequate system of
public transport
Drainage & Flood Mitigation Construction and maintenance of open and underground stormwater
drains, levee banks, division channels etc
Waste Management Garbage collection and disposal, waste minimisation (recycling and
composting), street bins
Community Health Inspection of restaurants/cafés/shops, mosquito/midge spraying,
cemeteries
Weighted Performance Index (in order of Importance)
Table 2 – Weighted TPI – Basic Services & Infrastructure
Theme 1 2021 Survey
Basic Services/Infrastructure Importance Performance Performance
Means Means Indexes
Waste Management 4.48 4.03 80.6%
Road Maintenance 4.41 3.22 64.4%
Drainage & Flood Mitigation 4.41 3.63 72.5%
Traffic Management 4.24 3.16 63.2%
Parking Facilities 4.23 2.84 56.9%
Road Construction 4.16 3.35 67.0%
Community Health 4.13 3.71 74.1%
Footpaths, Kerbing, Guttering 3.94 3.30 66.1%
Public Transport 3.91 3.18 63.6%
Street Lighting 3.89 3.56 71.3%
MEANS 4.18 3.40
Total Performance Index 68.06%
The weighted Total Performance Index (TPI) for Basic Services & Infrastructure is one number,
which sums up the whole interaction between Performance and Priorities (importance) for this
particular Theme.
In 2021, the actuality of the interaction between these two forces gives a result of 68.06%
(70.42% in 2019 and 69.91% in 2017) of what might have been achieved if Noosa were to
achieve perfect performance for every Responsibility Area.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 16
Section 18
Community Lifestyle Services Theme
Function/Responsibility Examples/Clarification
Parks, Playgrounds & Public Development and maintenance of open space areas, parks, children's playgrounds
Amenities and public toilets
Environmental Controls Enforcement of regulations on air, water and noise pollution
Environmental Protection & Tree planting, bushland acquisition, noxious weeds eradication, foreshore
Conservation protection, preservation of natural areas.
Heritage Protection Preservation of historic buildings, monuments, facilities, artefacts, and indigenous
& other records
Sporting & Recreational Facilities Public swimming pools, sports-fields, land and/or support for clubs & their facilities
Cultural & Entertainment Facilities Civic centre, public halls, art gallery/museum, community arts programs,
community festivals
Libraries & Other Information Public library, Internet access, CD ROM's
Access
Community Safety Safety action plans, safety audits, signage, security patrols & cameras, beach &
pool lifeguards, community education & awareness programs
Community Services Programs and facilities that meet the needs of a range of stakeholder groups (such
as senior citizens, young people, families, indigenous, disabled, non-English
speaking background)
Pet / Animal Control Registration, impounding of strays, control of feral animals
Shopping Centres Ensuring the provision of adequate shopping facilities to meet the needs and
convenience of local residents
Community Development Working with (& supporting) community organisations and special-interest groups
to develop strong, sustainable & self-reliant communities
Weighted Performance Index (in order of Importance)
Table 3 Weighted TPI – Community Lifestyle Services
Theme 2 2021 Survey
Community Lifestyle Services Importance Performance Means Performance
Means Indexes
Environment Protection &
4.40
Conservation 3.81 76.3%
Community Safety 4.39 3.81 76.3%
Libraries & other Information
4.23
Access 4.15 82.9%
Community Services 4.19 3.75 75.1%
Environmental Controls 4.18 3.79 75.8%
Parks, Playgrounds & Public
3.99
Amenities 3.95 78.9%
Community Development 3.96 3.60 72.0%
Cultural & Entertainment
3.88
Facilities 3.52 70.3%
Sporting & Recreational
3.85
Facilities 3.75 74.9%
Pet/Animal Control 3.82 3.50 69.9%
Heritage Protection 3.80 3.56 71.2%
Shopping Facilities 3.65 3.66 73.2%
MEANS 4.03 3.74
Total Performance Index 74.86%
The weighted Total Performance Index (TPI) for Community Lifestyle Services in 2021 is 74.86%
(77.7% in 2019 and 75.2% in 2017) of the Optimum.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 17
Section 19
Managing the Shire Theme
Function/Responsibility Examples/Clarification
Town Planning Planning and zoning for the purposes of residential, rural, commercial, industrial,
recreational, open space & public infrastructure development including urban
renewal & CBD redevelopment, rules regarding land usage
Building Control Development and building approvals & controls, building & plumbing inspections,
swimming pool fencing
Economic Development & Local Promoting/supporting increased economic activity and increased local employment
Employment opportunities, attracting investment
Development of Tourism Area promotion, tourist information facilities, visitor care programs, caravan parks,
promoting/supporting additional tourism activities
Financial Management Responsible, open and accountable management of the Council's finances
Revenue Raising Establishing fair and equitable rating for residential, rural, commercial and other
sectors; applying a fair and reasonable balance between income from rates and from
user-pays fees and charges
Staff Management Selection of skilled and qualified staff and ongoing training and personal
development for Council employees
Disaster Management How Council will undertake recovery operations during and following a disaster -
planning for the management and coordination of recovery.
Weighted Performance Index (in order of Importance)
Table 4 – Weighted TPI Managing the Shire
Theme 3 2021 Survey
Managing the Shire Importance Performance Performance
Means Means Indexes
Financial Management 4.61 3.66 73.1%
Disaster Management 4.56 4.05 80.9%
Town Planning 4.49 3.60 72.0%
Building Control 4.44 3.49 69.9%
Revenue-raising 4.32 3.79 75.7%
Human Resources Management 4.26 3.66 73.1%
Economic Development/Local
4.25 3.16 63.1%
Employment
Development of Tourism 3.62 3.92 78.3%
Means 4.32 3.66
Total Performance Index 73.23%
The weighted Total Performance Index (TPI) for Managing the Shire in 2021 is 73.23% (73.25%
in 2019 and 72.31% in 2017) of the Optimum.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 18
Section 20
Customer Service and Communications Theme
Function/Responsibility Examples/Clarification
Customer Service Accessible & adequate facilities for dealing with and responding to contacts from
stakeholders and the general public, handling enquiries / requests / complaints
Information Services Maintaining and updating databases on Council facilities & services including rates &
property information, water/sewerage/drainage networks, community services, etc
Informing the Community Keeping the community informed of Council policies, plans, programs & activities
through newsletters & other means, advising of community issues to be debated
Consulting the Community Ensuring community input into Council policies, plans & programs by regularly
canvassing residents’ opinions & priorities and by maintaining effective relationships
with the broad range of community groups
Responding to the Providing feedback on community input, taking action where appropriate to
Community implement community priorities, being accessible to all members of the community
including minority groups
Providing Leadership & Representing local community needs & interests to other spheres of government
Advocacy (including government authorities) and to other outside organisations whenever
relevant, supporting civic pride & local identity, promoting accountability & best
practice
Weighted Performance Index (in order of Importance)
Table 5 – Weighted TPI Customers Service and Communication
Theme 4 2021 Survey
Customer Service and Importance Performance Performance
Communication Means Means Indexes
Responding to the
4.45 3.21
Community 64.3%
Providing Leadership &
4.45 3.61
Advocacy 72.3%
Informing the Community 4.39 3.50 70.0%
Consulting the community 4.39 3.26 65.2%
Customer Service 4.22 3.83 76.5%
Information services 4.19 3.78 75.6%
MEANS 4.35 3.53
Total Performance Index 70.56%
The weighted Total Performance Index (TPI) for Customer Service & Communications for 2021
is 70.56% (75.41% in 2019 and 72.94% in 2017)
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 19
Section 21
Qualities of Council Theme
Function/Responsibility Examples/Clarification
Elected Council (as a whole) Provides leadership & direction for the community, even-
handed, responsive, open & honest
Councillor(s) you deal with Reliable, dedicated, knowledgeable, helpful, readily accessible
Managerial & Supervisory Officers Skilled & capable leaders and managers in control of their
responsibilities and their staff
Outdoor Workers Competent, effective, efficient, get things done
Indoor Staff Accessible, courteous, helpful, believe in achieving solutions,
effective, efficient, knowledgeable
Weighted Performance Index (in order of Importance)
Table 6 – Weighted TPI Qualities of Council
Theme 5 2021 Survey
Qualities of Council Importance Performance Performance
Means Means Indexes
Quality of Elected Council 4.49 3.67 73.4%
Managerial & Supervisory Officers 4.42 3.65 73.0%
Quality of Councillor(s) Dealt with 4.36 3.53 70.5%
Quality & Performance of Indoor Staff 4.13 3.79 75.8%
Quality & Performance of Outdoor
4.10 3.76
Workers 75.1%
MEANS 4.30 3.68
Total Performance Index 73.54%
The 2021 weighted Total Performance Index (TPI) for Qualities of Council is 73.54% (75.75% in
2019 and 76.03% in 2017).
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 20
Section 22
3.5 COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES)
This section compares importance and performance means for each theme.
Explanation of Importance & Performance
The MEAN 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.
Two sets of tables for each Theme are included in Section 3.6, namely the:
• first set of tables deals with the community’s priorities - the IMPORTANCE of each Area
of Responsibility/Service; and
• 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.
Significant Variances from these sample averages/ratings by age, gender and homeownership
status are presented at the end of each theme, where applicable for each responsibility
within the theme.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 21
Section 23
3.6 COMPARISON OF IMPORTANCE & PERFORMANCE
Theme 1 - Basic Services and Infrastructure
Table 7 - Basic Services & Infrastructure IMPORTANCE
Sample RANK Crucial Import. Nice Not Quite Don't Not Noosa Noosa Noosa Noosa
Size to very Un- Know App. Mean Mean Mean Mean
have Import. import. 2021 Online 2019 2017
2021
Road Construction
400 5 31.8% 55.3% 10.0% 2.0% 0.5% 0.5% 0.0% 4.16 3.90 4.26 4.32
Road Maintenance
400 2= 47.8% 46.5% 4.5% 1.0% 0.0% 0.3% 0.0% 4.41 4.49 4.45 4.53
Footpaths, Kerbing
& Guttering 400 7 20.0% 47.5% 19.0% 1.8% 1.0% 0.3% 10.5% 3.94 3.78 4.01 3.87
Street Lighting
400 9 20.5% 43.5% 19.0% 3.0% 1.8% 0.3% 12.0% 3.89 3.68 3.82 3.76
Traffic
Management 400 3 36.0% 41.8% 8.8% 2.0% 0.8% 0.5% 10.3% 4.24 4.01 4.21 4.09
Parking Facilities
400 4 37.5% 48.0% 12.5% 0.8% 0.3% 0.0% 1.0% 4.23 3.93 4.18 4.22
Public Transport
400 8 33.0% 32.3% 19.5% 4.8% 4.3% 0.8% 5.5% 3.91 3.99 3.97 3.94
Drainage & Flood
Mitigation 400 2= 46.8% 35.8% 6.3% 1.8% 0.0% 0.3% 9.3% 4.41 4.22 4.35 4.30
Waste
Management 400 1 52.8% 42.5% 3.8% 0.8% 0.0% 0.0% 0.3% 4.48 4.32 4.45 4.49
Community Health
400 6 34.0% 47.5% 14.8% 2.0% 0.8% 0.8% 0.3% 4.13 4.32 4.14 4.31
AVERAGE FOR THEME AS A WHOLE
4.18 4.06 4.19 4.18
Table 8 - Theme 1: Basic Services & Infrastructure PERFORMANCE
Sample RANK Very Good Fair Poor Very Don't Not Noosa Noosa Noosa Noosa
Size Good Only Poor Know App. Mean Mean Mean Mean
2021 Online 2019 2017
2021
Road Construction
400 5 5.5% 41.3% 33.0% 9.3% 5.0% 5.5% 0.5% 3.35 3.22 3.54 3.49
Road Maintenance
400 7 7.5% 39.8% 28.5% 11.5% 10.8% 1.5% 0.5% 3.22 3.04 3.47 3.43
Footpaths, Kerbing &
Guttering 400 6 9.3% 36.5% 19.8% 9.8% 9.8% 2.3% 12.8% 3.30 3.15 3.48 3.46
Street Lighting
400 4 11.8% 38.3% 18.3% 7.5% 4.5% 3.8% 16.0% 3.56 3.45 3.60 3.59
Traffic Management
400 9 6.8% 35.0% 22.3% 15.3% 9.5% 1.5% 9.8% 3.16 3.06 3.40 3.60
Parking Facilities
400 10 3.5% 24.0% 38.3% 17.3% 14.5% 0.8% 1.8% 2.84 2.89 2.98 2.99
Public Transport
400 8 7.3% 28.3% 22.0% 10.5% 9.3% 11.8% 11.0% 3.18 3.10 3.26 3.07
Drainage & Flood
Mitigation 400 3 9.0% 44.8% 23.5% 4.0% 3.0% 6.3% 9.5% 3.63 3.40 3.64 3.59
Waste Management
400 1 24.5% 58.0% 12.0% 2.5% 1.5% 1.0% 0.5% 4.03 3.76 4.08 4.06
Community Health
400 2 8.3% 48.0% 24.0% 1.0% 2.3% 14.3% 2.3% 3.71 3.71 3.71 3.62
AVERAGE FOR THEME AS A WHOLE
3.40 3.28 3.52 3.49
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 22
Zz 4 4 —
3 gs seS ee eg 2S SF B 2 QESE9 BP PEF HPS e FB o F
vu U wn nn wD nD
g 3 272 52 5859 8 8B = 38822 5255 929 8 B 7» 8 w
o a> 0 35 8 2d teas = 295 > oO oO
oO 3 Ooep FO 2 F FBG =z 9 © ZR TRB FT FRe ABZ oO 3 :
c < a0 zoag O° fore) <3 to 34 0a co & 9 NI o
a 3 9° 3 PE GaAZ ® S 33 2 35 78 aats » § >)
° gos @P@ 5 46 5 2 ~~ 8B 4 ' Se5 23 Ss>Sh 5 a
3 & mo = 2@® Ss > © e Ho g H =/5 aan gs Ss w _h
o xX oa S| (C8 = a Re o 5s c > mie Mosa 2 a 3 e & Oo
5 a 8 632 8 os 2 2 o 2 8 § o a a oO 1
¥ = po “3 5 A So 3 = a ° 5 8 8 o vy =
ct > 5 Ss ca => ma oO 5 U0
a a > os) oO Wn o
3 Ke ns 2 B
as © oO >
o o ae <. °
° w BA & B BB A Bos BA “5 ia =
5 Ue a) oO Oo oO oO |O |o oO oO oO oa x) wo ”
wo i So 6 3 ao 0 15 o 6 So 6 mnom (D
ra B BoB B BRB BRB BOA oS eS SH oO oO
S oOo a 09 oOo oOo 10 |'9 Oo Oo fo N oO =
< o a3 oqo 0 56 6 oS od go 2
2 > Fd ~ § oO
=) 3 oO
5 3 no no 5s
8 =) <. ~ 4 > & NO ra S Tl
Re oO a
hm |= [0 » NI = 2 —
Aa 5s g &
eo oO oO eS wo w lw NON Rw of > uU
FN 2B BN DB SS NS Bo Qa oO
ho = = So & co — aio G0 0 om ot —_
SS Oo [le |@ IS jo IN ja a > ese se RSS FR LS aS 5 Ss)
wo BG eS OD 2 wm we aa oy > a 5 an
z Ss ss 8 FES so FS =) a => o
wn ~ »
> ot —
R plas Ile le le le lo le ot SS & BSS FSR SSE os g S
w oOo LR ROL kia
4 oo Fk ep FHS DB GS a9 Sie |2 |BIe ie j2|2 18 |S aS a
mn So |O & on oD ow aH Go jt ot xs 3 S Ss s Ss ss ss : m
z SR es RRL LR of x 9
a © . Sil ae lle > EF &
B MS YR SB YR Se Dw w FS 2B ery Ff ec oe F 8 a4 ZR Oo vu
2 BN 2 NS G2 SB M7 G 2 & oy 2S SS waa SG ee Be oe CO)
U oon S YW WW & aio 2s eS > soe 6S 3s Se es x 0) mM m
& SRS RSLS CR ian 0
3 7
= > s =e = © m Sv o => FON YB Ss aD 3<2 Oo
> —
d SashsS SaReSae 2B m> |2S 2 & eels sie sig as 0
o M2 |S IS ie jw je |S |B fe |B 8 ERR SF RET KLE KR ae
Pe Ss ss se se se Sk se sk sd a P =
o m
m a a >
Osa 8s © |e |e |= |e seg aS zoe: o ROO = = oo wae) S
7 =
eB aS an & zn o FSF ke le eS FG $e
PRS FS RMF KS I=) = Ter SF SERS FSF VR ar m
m D z yi
< ™m m
>See S SR RRS BE 29 ss 5s sss ss 59 x9
mo = ao
Sxrexs Sewer Ze BF as Pe SG Bw he om Yew we a8
By ye ye" fas yer pee eee “Ss six |e js fe sie & ik & |x 22
= =
= allele lele 5 . ib
eres ela lsaie2lr if k oe mosio © as 8 SS Ef >o
m2232 82288282 28 3 oO Be 8 22GB Sa FB 3g
je je fase lm [ak fas |S fe 5 xe FF FF S SZ RXR ae
N Pa
3 a g ae
ho ars) Psa
ho
ele ie ie 2 ip les le is le TRS SRR AF BYR Ow w wOze
Sze
= = | |: ; wo je | 2 |s : Ss
SS les je |e | |o jo |= |S Se S888 8 8882 88 8 See
r fo}
N Pa
Siilsio WiIbRIS & IS |I€ ea FRR SF SRA OR RA Sa
a ys 2 wh © Rk DS kg ee) Boi ip vw wo Ss lb 25 BR ty peo
Bh o +f ao of Oo GO @& Nn os § oOo KR a SI lo oS po j= a oo ard
Nzés BOS BR Ok oo Rs REE
Qa6 we tw co nN la tn lt =n Ce)
oO OW BM OB Ww ww ae oo |= oc FN ON @ N38
Lk D a CoC Oo QO om eS »
oOo Pp oO nN © CO O DD wo ©Section 24
Basic Services & Infrastructure:
Importance & Performance
Parking Facilities
5.00
MEANS Road Maintenance
4.00
3.00
Street Lighting 2.00 Traffic Management
1.00
0.00
Community Health Road Construction
Drainage & Flood
Waste Management
Mitigation
Footpaths, Kerbing,
Public Transport
Guttering
Importance Means Performance Means
The average level of Importance for the responsibilities in this Theme is 4.18 (compared to 4.19 in 2019 and 4.18 in
2017). For the online survey (undertaken in 2021 only) the Importance mean was 4.06.
The average performance rating for this Theme is 3.40 (compared to 3.52 in 2019 and 3.49 in 2017). For the online
survey (undertaken in 2021 only) the Performance mean was 3.28.
The responsibility areas that were rated as having the largest gaps between importance and performance are graphically
shown above and summarised in the table below.
For this Theme, those responsibility areas with a gap (between importance and performance) of greater than 0.80 are
considered to be the future ‘differentiators’ for Council and where significant effort by Council should be directed in
future planning, so that service expectations and delivery performance can be better met.
Basic Services/Infrastructure Importance Performance Difference
Means Means
Parking Facilities 4.23 2.84 1.39
Road Maintenance 4.41 3.22 1.19
Traffic Management 4.24 3.16 1.07
Road Construction 4.16 3.35 0.81
Drainage & Flood Mitigation 4.41 3.63 0.78
Public Transport 3.91 3.18 0.73
Footpaths, Kerbing, Guttering 3.94 3.30 0.64
Waste Management 4.48 4.03 0.45
Community Health 4.13 3.71 0.42
Street Lighting 3.89 3.56 0.33
MEANS 4.18 3.40
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 23
Section 25
Importance – Signifcant Variances:
Road Construction Significant Variances by:
Age 42.1% - 65 years and older - Crucial
Footpaths, Kerbing Significant Variances by:
and Guttering
Age 29.4% - 65 years and older - Crucial
Street Lighting Significant Variances by:
Age 4.8% - 65 years and older – Quite unimportant
Traffic Significant Variances by:
management
Age 15.1% - 65 years and older – Nice to have
Homeownership 65.7% - Renting – Important
Performance – Signifcant Variances:
Footpaths, Kerbing Significant Variances by:
& Guttering
Homeownership 57.1% - Renting - Good
Street Lighting Significant Variances by:
Homeownership 62.9% - Renting - Good
Traffic Significant Variances by:
Management
Homeownership 57.1% - Renting - Good
Parking Facilities Significant Variances by:
Gender 45.7% - Male – Fair only
Public transport Significant Variances by:
Age 12.7% - 65 years and over – Very good
Waste Significant Variances by:
management
Age 4.6% - 45-54 years – Very poor
Community health Significant Variances by:
Age 7.1% - 35-44 years – Very poor
5.5% - 45-54 years – Not applicable
61.8% - 55-54 years – Good
14.3% - 65 years and over – Very good
Homeownership 31.4% - Renting – Don’t know
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 24
Section 26
Theme 2 - Community Lifestyle Services
Table 9 - Theme 2: Community Lifestyle Services IMPORTANCE
TOTAL RANK Crucial Import. Nice to Not Quite Don't Not Noosa Noosa Noosa Noosa
have very Un- Know App. Mean Mean Mean Mean
Import. Import 2021 Online 2019 2017
2021
Parks, Playgrounds &
Public Amenities
400 6 23.0% 53.8% 22.3% 0.3% 0.5% 0.0% 0.3% 3.99 3.99 3.93 4.23
Environmental
Controls 400 5 32.5% 54.0% 10.8% 1.5% 0.3% 0.8% 0.3% 4.18 4.28 4.07 4.33
Environmental
Protection &
Conservation 400 1 56.8% 29.3% 11.0% 1.8% 0.8% 0.3% 0.3% 4.40 4.37 4.10 4.35
Heritage Protection
400 11 27.3% 37.5% 25.8% 4.3% 4.3% 0.8% 0.3% 3.80 4.07 3.82 3.93
Sporting &
Recreational Facilities 400 9 21.0% 45.0% 31.0% 1.8% 0.5% 0.5% 0.3% 3.85 3.75 3.78 3.98
Cultural &
Entertainment
Facilities 400 8 21.0% 48.3% 29.0% 0.8% 0.8% 0.0% 0.3% 3.88 3.62 3.88 3.82
Libraries & other
Information Access 400 3 40.8% 42.3% 16.0% 0.5% 0.3% 0.0% 0.3% 4.23 3.84 4.24 4.20
Community Safety
400 2 49.8% 40.0% 8.3% 1.3% 0.0% 0.3% 0.5% 4.39 4.43 4.27 4.37
Community Service
400 4 40.0% 39.5% 18.0% 1.0% 0.5% 0.5% 0.5% 4.19 4.10 4.13 4.29
Pet/Animal Control
400 10 15.5% 54.5% 26.8% 1.8% 1.0% 0.3% 0.3% 3.82 3.80 3.92 4.07
Shopping Facilities
400 12 14.3% 49.3% 25.3% 8.8% 2.0% 0.0% 0.5% 3.65 3.50 4.13 3.79
Community
Development 400 7 31.5% 39.3% 22.8% 2.8% 2.3% 1.0% 0.5% 3.96 3.66 3.96 3.92
AVERAGE FOR THEME AS A WHOLE
4.03 3.95 4.02 4.11
Table 10 - Theme 2: Community Lifestyle Services PERFORMANCE
TOTAL RANK Very Good Fair Poor Very Don't Not App. Noosa Noosa Noosa Noosa
Good Only Poor Know Mean Mean Mean Mean
2021 Online 2019 2017
2021
Parks, Playgrounds &
Public Amenities 400 2 19.0% 58.5% 16.5% 2.0% 1.3% 2.3% 0.5% 3.95 3.86 4.00 3.92
Environmental
Controls 400 4 13.3% 56.8% 16.3% 5.8% 1.8% 6.0% 0.3% 3.79 3.41 3.78 3.71
Environmental
Protection &
Conservation 400 3= 22.3% 45.8% 18.3% 6.0% 3.3% 4.3% 0.3% 3.81 3.28 3.73 3.75
Heritage Protection
400 8 9.0% 34.3% 26.5% 5.3% 2.0% 22.5% 0.5% 3.56 3.46 3.83 3.64
Sporting &
Recreational Facilities 400 5= 11.8% 51.0% 26.3% 2.3% 1.5% 6.3% 1.0% 3.75 3.77 4.05 3.94
Cultural &
Entertainment
Facilities 400 9 8.3% 46.5% 30.3% 6.8% 3.5% 4.0% 0.8% 3.52 3.65 3.87 3.64
Libraries & other
Information Access 400 1 31.0% 53.0% 10.5% 2.0% 0.8% 2.3% 0.5% 4.15 3.99 4.25 4.15
Community Safety
400 3= 11.5% 57.0% 22.5% 1.0% 1.5% 5.3% 1.3% 3.81 3.46 3.91 3.81
Community Service
400 5= 10.8% 52.0% 22.0% 2.8% 1.8% 10.0% 0.8% 3.75 3.54 3.86 3.68
Pet/Animal Control
400 10 8.3% 47.5% 25.0% 6.8% 5.5% 6.5% 0.5% 3.50 3.41 3.69 3.62
Shopping Facilities 3.60
400 6 12.0% 49.5% 26.5% 5.8% 2.3% 2.5% 1.5% 3.66 3.85 3.63
Community
Development 400 7 8.3% 40.5% 27.3% 3.5% 2.3% 17.5% 0.8% 3.60 3.35 3.78 3.59
AVERAGE FOR THEME AS A WHOLE
3.74 3.56 3.88 3.76
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 25
Theme 2 - Community Lifestyle Services
Table 9 - Theme 2: Community Lifestyle Services IMPORTANCE
TOTAL RYAN LG Crucial Import. Nice to Not Quite Don't i Tolg Noosa Noosa iN Telek-F-) Noosa
WENA ag Un- Know App. WCET a) Mean EET a) EET a)
Import. Import veya Online 2019 rion,
AO
Parks, Playgrounds &
Public Amenities
23.0% 53.8% 22.3% 0.3% 0.5% 0.0% 0.3% 3.99 3.93 4.23
Environmental
Controls 5 32.5% 54.0% 10.8% 1.5% 0.3% 0.8% 0.3% 4.28 4.07 4.33
Environmental
Protection &
Conservation 1 56.8% 29.3% 11.0% 1.8% 0.8% 0.3% 0.3% 4.37 4.10 4.35
Heritage Protection gg 417.3% 37.5% 258% «43% «ATH OB 0% 380.0732 3.93
Herit Protecti
Sporting &
Recreational Facilities 21.0% 45.0% 31.0% 1.8% 0.5% 0.5% 0.3% 3.75 3.78 3.98
Cultural &
Entertainment
Facilities 21.0% 48.3% 29.0% 0.8% 0.8% 0.0% 0.3% 3.88 3.62 3.88 3.82
Libraries & other
Information Access 3 40.8% 42.3% 16.0% 0.5% 0.3% 0.0% 0.3% 3.84 4.24 4.20
__CommunitySafety 4g) 249.8% 400% —83%_——«1.3%_——OUH_~—OIH OS ABD aT AT
_ GommanityServce yy 400% «305K ~—«18OH-—10%~=—=—OSH «OSH OSH AND ANOS.
Shopping Facies yy 42 143% 9S «5B BH «UHHH «9658.50.79
——ceveopment —t0—=«7—=—«StSH——SUSH— 228 —-2a 29H tO Om 388 3.68388 382
Development 7 31.5% 39.3% 22.8% 2.8% 2.3% 1.0% 0.5% 3.66 3.96 3.92
neers Te Taos [a [aa
Table 10 - Theme 2: Community Lifestyle Services PERFORMANCE
TOTAL RANK (ag Good Fair ele) g ia Don't NotApp. Noosa Noosa Noosa Noosa
Good olny Poor Know I TerTa) Mean Mean Mean
vLOal (oyna 2019 ves
2021
Parks, Playgrounds &
Public Amenities 400 2 19.0% 58.5% 16.5% 2.0% 1.3% 2.3% 0.5% 3.86 3.92
Environmental
Controls 400 4 13.3% 56.8% 16.3% 5.8% 1.8% 6.0% 0.3% 3.79 3.41 3.78 3.71
Environmental
Protection &
Conservation 400 3= 22.3% 45.8% 18.3% 6.0% 3.3% 4.3% 0.3% 3.28 3.73 3.75
Sporting &
Recreational Facilities 400 5= 11.8% 51.0% 26.3% 2.3% 1.5% 6.3% 1.0% 3.75 3.77 4.05 3.94
Cultural &
Entertainment
Facilities 400 8.3% 46.5% | 30.3% 6.8% 3.5% 4.0% 0.8% 3.65 3.87 3.64
Libraries & other
Information Access 400 1 31.0% 53.0% 10.5% 2.0% 0.8% 2.3% 0.5% 3.99 4.25 4.15
10.8% 520% 220% 10.0%
Shopping Facilities 3.60
400 12.0% 49.5% 26.5% 5.8% 2.3% 2.5% 1.5% 3.85 3.63
Community
Development 400 7 8.3% 40.5% | 27.3% 3.5% 2.3% | 17.5% 0.8% 3.35 3.78 3.59
oo remattonieweasawice Tay Tose | am | an
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 25Section 27
Community Lifestyle Services:
Importance & Performance
Importance Means Performance Means
Parks, Playgrounds…
5.00
MEANS Environmental…
4.00
Community… 3.00 Evironment…
2.00
1.00
Shopping Facilities Heritage Protection
0.00
Pet/Animal Control Sporting &…
Community Services Cultural &…
Community Safety Libraries & other…
The average level of Importance for the responsibilities in this Theme is 4. 03 (compared to 4.02 in 2019 and 4.11 in
2017). For the online survey (undertaken in 2021 only) the Importance mean was 3.95.
The average performance rating for this Theme is 3.74 (compared to 3.88 in 2019 and 3.76 in 2017). For the online
survey (undertaken in 2021 only) the Performance mean was 3.56.
The responsibility areas that were rated as having the largest gaps between importance and performance are graphically
shown above and summarised in the table overleaf.
However, for this Theme, there are no responsibility areas with a gap (between importance and performance) of greater
than 0.80. It could be summarised that for this theme, that respondents generally perceive that their service
expectations and delivery performance is being met or at least more closely aligned.
Importance Performance Difference
Means Means
Environment Protection & Conservation 4.40 3.81 0.59
Community Safety 4.39 3.81 0.58
Community Services 4.19 3.75 0.43
Environmental Controls 4.18 3.79 0.39
Cultural & Entertainment Facilities 3.88 3.52 0.37
Community Development 3.96 3.60 0.37
Pet/Animal Control 3.82 3.50 0.32
Heritage Protection 3.80 3.56 0.24
Sporting & Recreational Facilities 3.85 3.75 0.10
Libraries & other Information Access 4.23 4.15 0.08
Parks, Playgrounds & Public Amenities 3.99 3.95 0.04
Shopping Facilities 3.65 3.66 -0.01
MEANS 4.03 3.74
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 26
Section 28
Importance – Signifcant Variances:
Heritage Significant Variances by:
Protection
Homeownership 22.9% - Renting – Quite unimportant
27.7% - Own home – Nice to have
Sporting and Significant Variances by:
Recreational
Facilities
Age 32.9% - 45-54 years – Crucial
42.9% - 65 years and over – Nice to have
Cultural and Significant Variances by:
Entertainment
Facilities
Age 38.1% - 65 years and over – Nice to have
Homeownership 31.3% - Own home – Nice to have
Libraries and other Significant Variances by:
information access
Age 51.6% - 65 years and over – Nice to have
Community Safety Significant Variances by:
Age 66.1% - 35-44 years - Crucial
Pet/Animal Control Significant Variances by:
Age 24.6% - 65 years and over - Crucial
Homeownership 5.7% - Renting – Quite unimportant
Performance – Signifcant Variances:
Heritage Significant Variances by:
Protection
Age 22.4% - 55-64 years – Very good
12.5% - 35-44 years – Poor
Homeownership 40% - Renting – Don’t know
Libraries and other Significant Variances by:
information access
Age 3.6% - 35-44 years – Very poor
Community Significant Variances by:
Service
Age 18.3% - 65 years and over – Very good
Homeownership 25.7% - Renting – Don’t know
Pet/Animal control Significant Variances by:
Age 13.2% - 55-64 years – Don’t know
Gender 12.7% - Female – Very good
Community Significant Variances by:
Development
Age 12.5% - 35-44 years - Poor
Homeownership 37.1% - Renting – Don’t know
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 27
Section 29
Theme 3: Managing the Shire
Table 11 - Theme 3: Managing the Shire IMPORTANCE
TOTAL RANK Crucial Import. Nice Not Quite Don't Not Noosa Noosa Noosa Noosa
to very Un- Know App. Mean Mean Mean Mean
have Import. Import 2021 Online 2019 2017
2021
Town Planning
400 3 53.3% 42.8% 3.3% 0.3% 0.3% 0.0% 0.3% 4.49 4.46 4.34 4.39
Building Control
400 4 51.5% 42.3% 5.0% 0.8% 0.3% 0.0% 0.3% 4.44 4.42 4.35 4.39
Economic
Development &
Local Employment 400 7 43.5% 42.3% 8.8% 2.8% 1.5% 1.0% 0.3% 4.25 4.15 4.07 4.36
Development of
Tourism 400 8 28.0% 37.8% 14.8% 6.3% 12.8% 0.3% 0.3% 3.62 3.47 3.96 4.01
Financial
Management 400 1 63.0% 31.8% 3.3% 0.0% 0.0% 1.8% 0.3% 4.61 4.25 4.50 4.56
Revenue-raising
400 5 43.3% 43.3% 6.5% 3.0% 0.0% 3.8% 0.3% 4.32 3.68 4.23 4.13
Staff Management
400 6 34.0% 56.8% 5.5% 0.8% 0.5% 2.3% 0.3% 4.26 3.98 4.09 4.14
Disaster
Management 400 2 64.3% 27.0% 5.3% 1.8% 0.3% 1.3% 0.3% 4.56 4.41 4.43 4.45
AVERAGE FOR THEME AS A WHOLE 4.32 4.10 4.24 4.30
Table 12 - Theme 3: Managing the Shire PERFORMANCE
TOTAL RANK Very Good Fair Poor Very Don't Not Noosa Noosa Noosa Noosa
Good Only Poor Know App. Mean Mean Mean Mean
2021 Online 2019 2017
2021
Town Planning
400 5 8.3% 40.5% 27.3% 3.5% 2.3% 17.5% 0.8% 3.60 3.05 3.63 3.62
Building Control
400 6 6.0% 50.3% 24.8% 7.0% 4.8% 6.8% 0.5% 3.49 3.10 3.57 3.68
Economic
Development & Local
Employment 400 7 4.5% 24.8% 35.8% 11.0% 5.0% 18.3% 0.8% 3.16 3.13 3.33 3.20
Development of
Tourism 400 2 23.8% 48.3% 19.5% 3.5% 1.8% 2.3% 1.0% 3.92 3.59 3.97 3.83
Financial
Management 400 4= 10.0% 37.3% 24.8% 3.3% 1.8% 22.8% 0.3% 3.66 3.58 3.77 3.74
Revenue-raising
400 3 9.8% 33.8% 13.5% 2.0% 1.8% 39.0% 0.3% 3.79 3.57 3.67 3.65
Staff Management
400 4= 6.0% 37.5% 19.3% 2.3% 1.8% 32.8% 0.5% 3.66 3.36 3.7 3.60
Disaster
Management 400 1 22.8% 48.5% 12.8% 2.3% 0.5% 12.5% 0.8% 4.05 3.88 3.97 3.91
AVERAGE FOR THEME AS A WHOLE 3.66 3.41 3.70 3.65
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 28
Theme 3: Managing the Shire
Table 11 - Theme 3: Managing the Shire IMPORTANCE
TOTAL RANK — Crucial Import. Niet Not olhiK preva Not Noosa Noosa Noosa Noosa
to very Uy ats Know App. Mean Mean EET a) Mean
LWA Import. Import 2021 oyna 2019 yiohly)
2021
400 3 53.3% 42.8% 3.3% 0.3% 0.3% 0.0% 0.3% 4.46 4.34 4.39
Building Control
400 4 51.5% 42.3% 5.0% 0.8% 0.3% 0.0% | 0.3% 4.42 4.35 4.39
Economic
Development &
Local Employment 400 7 43.5% 42.3% 8.8% 2.8% 1.5% 10% 0.3% 4.15 4.07 4.36
Sars" aco ash STH HA GON 2BH_ OK OH 3m 54798
Tourism 400 28.0% 37.8% 14.8% 6.3% 12.8% 0.3% | 0.3% 3.47 3.96 4.01
Financial
Management 400 1 63.0% 31.8% 3.3% 0.0% 0.0% 1.8% 0.3% 4.25 4.50 4.56
Revenue-raising
400 5 43.3% 43.3% 6.5% 3.0% 0.0% 3.8% | 0.3% 4.32 3.68 4.23 4.13
Staff Management
400 34.0% 56.8% 5.5% 0.8% 0.5% 2.3% | 0.3% 3.98 4.14
Disaster
Management 400 2 64.3% 27.0% 5.3% 1.8% 0.3% 1.3% | 0.3% 4.41 4.43 4.45
ava EFORTHEMEASAWHOLE 482 410 4a
Table 12 - Theme 3: Managing the Shire PERFORMANCE
TOTAL ANN LG (ag Good Fair Poor ia pyoya Mi Not Noosa Noosa Noosa Noosa
Good Oya Poor Know App. Mean Mean rT} rT}
yleya on iita 2019 yey,
2021
Town Planning 400, 58.3% 405% 27.3% 175% 08% 3603.05 3633.82
Building Control 400 680% «503% 248% 70% 4.8% © 05H «=D B.10 357888
Economic
Development & Local
Employment 400 7 4.5% 24.8% 35.8% 11.0% 5.0% 18.3% 0.8% 3.13 3.33 3.20
Saws soo 22385 H8IH 19H 38H 18H 29H OW gags aor aes
Tourism 400 2 23.8% | 48.3% 19.5% 3.5% 1.8% 2.3% 1.0% 3.59 3.97 3.83
Financial
Management 400 4= 10.0% 37.3% 24.8% 3.3% 1.8% 22.8% 0.3% 3.58 3.77 3.74
338% 135% 39.0%
375% 193% 28% 05% «3688.36 87880
“Morogemert 4002285, BAH T2AK 29K 08H 5H 0H At eB aor aat
Management 400 1 22.8% | 48.5% 12.8% 2.3% 0.5% 12.5% 0.8% 3.88 3.97 3.91
ERAGE FORTHEMEASAWHOLE 365 3.41 370385
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 28Section 30
Managing the Shire:
Importance & Performaance
Importance Means Performance Means
Town Planning
5.00
MEANS 4.00 Building Control
3.00
2.00
Economic
Disaster Management 1.00
Development/Local…
0.00
Human Resources
Development of Tourism
Management
Revenue-raising Financial Management
The average level of Importance for the responsibilities in this Theme is 4. 32 (compared to 4.24 in 2019 and 4.30 in
2017). For the online survey (undertaken in 2021 only) the Importance mean was 4.10.
The average performance rating for this Theme is 3.66 (compared to 3.70 in 2019 and 3.65 in 2017). For the online
survey (undertaken in 2021 only) the Performance mean was 3.41.
The responsibility areas that were rated as having the largest gaps between importance and performance are graphically
shown above and summarised in the table below.
For this Theme, those responsibility areas with a gap (between importance and performance) of greater than 0.80 are
considered to be the future ‘differentiators’ for Council and where significant effort by Council should be directed in
future planning, so that service expectations and delivery performance can be better met.
Importance Performance Difference
Means Mean
Economic Development/Local 4.25 3.16 1.09
Employment
Financial Management 4.61 3.66 0.95
Building Control 4.44 3.49 0.95
Town Planning 4.49 3.60 0.89
Human Resources Management 4.26 3.66 0.61
Revenue-raising 4.32 3.79 0.53
Disaster Management 4.56 4.05 0.51
Development of Tourism 3.62 3.92 -0.29
MEANS 4.32 3.66
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 29
Section 31
Importance – Signifcant Variances:
Town Planning Significant Variances by:
Age 63.5% - 65 years and older - crucial
Economic Significant Variances by:
Development/Local
Employment
Age 14.3% - 65 years and over – Nice to have
Homeownership 65.7% - Renting - Crucial
Revenue-Raising Significant Variances by:
Age 56.3% - 65 years and over - Crucial
Performance – Signifcant Variances:
Town Planning Significant Variances by:
Age 14.3% - 65 years and over – Very good
Homeownership 22.9% - Renting – Don’t know
Financial Significant Variances by:
Management
Age 8.9% - 35-44 years – Poor
34.9% - 45-54 years – Fair only
52.6% - 55-64 years – Good
17.5% – 65 years and over – Very good
Revenue Raising Significant Variances by:
Age 17.5% - 65 years and over – Very good
Staff Management Significant Variances by:
Age 11.1% - 65 years and over – Very good
Disaster Significant Variances by:
Management
Age 7.1% - 35-44 years - Poor
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 30
Section 32
Theme 4: Customer Service and Communication
Table 13 - Theme 4: Customer Service and Communication IMPORTANCE
TOTA RAN Crucial Import. Nice to Not very Quite Un- Don't Not Noosa Noosa Noosa Noosa
L K have Import. Import. Know App. Mean Mean Mean Mean
2021 Online 2019 2017
2021
Customer
Service 400 3 31.8% 60.3% 6.0% 1.5% 0.3% 0.0% 0.3% 4.22 4.17 4.28 4.37
Information 4.03
Services 400 4 29.3% 62.0% 7.3% 1.0% 0.3% 0.0% 0.3% 4.19 4.22 4.24
Informing the
Community 400 2= 46.8% 46.8% 5.0% 1.3% 0.0% 0.0% 0.3% 4.39 4.35 4.29 4.34
Consulting
the
Community 400 2= 47.3% 45.3% 6.0% 1.3% 0.0% 0.0% 0.3% 4.39 4.60 4.31 4.39
Responding
to the
Community 400 1= 52.3% 41.5% 5.3% 0.5% 0.3% 0.0% 0.3% 4.45 4.57 4.31 4.42
Providing
Leadership &
Advocacy 400 1= 53.8% 38.5% 6.5% 0.0% 0.8% 0.3% 0.3% 4.45 4.33 4.29 4.25
AVERAGE FOR THEME AS A WHOLE 4.35 4.34 4.28 4.33
Table 14 - Theme 4: Customer Service and Communication PERFORMANCE
TOTAL RANK Very Good Fair Poor Very Don't Not Noosa Noosa Noosa Noosa
Good Only Poor Know App. Mean Mean Mean Mean
2021 Online 2019 2017
2021
Customer Service 400 1 16.3% 48.0% 20.8% 3.8% 1.3% 9.5% 0.5% 3.83 3.64 4.05 3.93
Information Services
400 2 16.3% 49.3% 24.0% 5.5% 0.8% 4.0% 0.3% 3.78 3.59 3.96 3.78
Informing the
Community 400 4 11.5% 42.8% 30.8% 9.3% 3.8% 1.8% 0.3% 3.50 3.53 3.76 3.67
Consulting the
Community 400 5 6.5% 37.5% 33.3% 11.5% 7.0% 4.3% 0.0% 3.26 3.15 3.61 3.48
Responding to the
Community 400 6 4.5% 41.0% 28.5% 14.0% 7.8% 3.5% 0.8% 3.21 3.09 3.59 3.49
Providing Leadership &
Advocacy 400 3 9.0% 46.8% 28.5% 4.0% 2.5% 8.8% 0.5% 3.61 3.32 3.66 3.54
AVERAGE FOR THEME AS A WHOLE
3.53 3.39 3.77 3.65
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 31
Section 33
Customer Service & Communication:
Importance & Performance
Importance Means Performance Means
Customer Service
5.00
4.00
MEANS 3.00 Information services
2.00
1.00
0.00
Providing Leadership & Informing the
Advocacy Community
Responding to the Consulting the
Community community
The average level of Importance for the responsibilities in this Theme is 4. 35 (compared to 4.28 in 2019 and 4.33 in
2017). For the online survey (undertaken in 2021 only) the Importance mean was 4.34.
The average performance rating for this Theme is 3.53 (compared to 3.77 in 2019 and 3.65 in 2017). For the online
survey (undertaken in 2021 only) the Performance mean was 3.39.
The responsibility areas that were rated as having the largest gaps between importance and performance are graphically
shown above and summarised in the table below.
For this Theme, those responsibility areas with a gap (between importance and performance) of greater than 0.80 are
considered to be the future ‘differentiators’ for Council and where significant effort by Council should be directed in
future planning, so that service expectations and delivery performance can be better met.
Importance Performance Difference
Means Means
Responding to the Community 4.45 3.21 1.24
Consulting the community 4.39 3.26 1.13
Informing the Community 4.39 3.50 0.89
Providing Leadership & Advocacy 4.45 3.61 0.84
Information services 4.19 3.78 0.41
Customer Service 4.22 3.83 0.40
MEANS 4.35 3.53
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 32
Section 34
Importance – Signifcant Variances:
Informing the Significant Variances by:
community
Age 61.9% - 65 years and over - Crucial
Consulting the Significant Variances by:
Community
Age 58.7% - 65 years and over - Crucial
Responding to the Significant Variances by:
Community
Age 63.5% - 65 years and over - Crucial
Performance – Signifcant Variances:
Customer Service Significant Variances by:
Homeownership 25.7% - Renting – Don’t know
Information Significant Variances by:
Services
Age 14.3% - 35-44 years – Poor
7.9% - 65 years and over – Don’t know
Responding to the Significant Variances by:
Community
Age 19.6% - 35-44 years – Very poor
Providing Significant Variances by:
Leadership &
Advocacy
Age 18.3% - 65 years and over – Very good
Homeownership 22.9% - Renting – Don’t know
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 33
Section 35
Theme 5: Quality of Council
Table 15 - Theme 5: Quality of Council IMPORTANCE
TOTAL RANK Crucial Import. Nice to Not Quite Don't Not Noosa Noosa Noosa Noosa
have very Un- Know App. Mean Mean Mean Mean
Import. Import 2021 Online 2019 2017
2021
Quality of Elected
Council 400 1 53.5% 42.0% 3.5% 0.3% 0.3% 0.3% 0.3% 4.49 4.54 4.38 4.60
Quality of
Councillor(s) Dealt
with 400 2 46.0% 43.8% 5.0% 0.3% 0.3% 2.5% 2.3% 4.42 4.39 4.34 4.41
Managerial &
Supervisory
Officers 400 3 42.5% 48.5% 6.0% 0.5% 0.3% 1.8% 0.5% 4.36 4.26 4.15 4.42
Quality/Performa
nce of Outdoor
Workers 400 5 21.8% 66.0% 10.8% 0.3% 0.3% 0.5% 0.5% 4.10 4.13 4.17 4.32
Quality/Performa
nce of Indoor Staff 400 4 24.8% 64.0% 9.0% 0.5% 0.8% 0.8% 0.3% 4.13 4.14 4.11 4.32
AVERAGE FOR THEME AS A WHOLE 4.30 4.29 4.23 4.42
Table 16 - Theme 5: Quality of Council PERFORMANCE
TOTAL RANK Very Good Fair Poor Very Don't Not Noosa Noosa Noosa Noosa
Good Only Poor Know App. Mean Mean Mean Mean
2021 Online 2019 2017
2021
Quality and Performance
of Staff 400 3 6.5% 57.3% 23.8% 4.5% 1.5% 6.3% 0.3% 3.67 3.52 3.72 3.75
Quality of Councillor(s)
Dealt with 400 4 9.3% 36.8% 23.5% 4.0% 1.3% 22.3% 3.0% 3.65 3.50 3.68 3.80
Managerial & Supervisory
Officers 400 5 6.3% 30.8% 22.3% 6.3% 1.0% 32.8% 0.8% 3.53 3.29 3.71 3.62
Quality/Performance of
Outdoor Workers 400 2 14.3% 47.5% 24.3% 4.3% 1.3% 7.8% 0.8% 3.76 3.81 3.92 3.93
Quality/Performance of
Indoor Staff 400 1 12.0% 41.3% 21.3% 2.0% 1.0% 21.8% 0.8% 3.79 3.62 3.92 3.92
AVERAGE FOR THEME AS A WHOLE 3.68 3.79 3.80
3.55
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 34
Section 36
Quality of Council:
Importance & Performance
Importance Means Performance Means
Quality of Elected
Council
5.00
4.00
3.00 Managerial &
MEANS
2.00 Supervisory Officers
1.00
0.00
Quality & Performance Qualitiy of Councillor(s)
of Indoor Staff Dealt with
Quality & Performance
of Outdoor Workers
The average level of Importance for the responsibilities in this Theme is 4.30 (compared to 4.23 in 2019 and 4.42 in
2017). For the online survey (undertaken in 2021 only) the Importance mean was 4.29.
The average performance rating for this Theme is 3.68 (compared to 3.79 in 2019 and 3.80 in 2017). For the online
survey (undertaken in 2021 only) the Performance mean was 3.55.
The responsibility areas that were rated as having the largest gaps between importance and performance are graphically
shown above and summarised in the table below.
For this Theme, those responsibility areas with a gap (between importance and performance) of greater than 0.80 are
considered to be the future ‘differentiators’ for Council and where significant effort by Council should be directed in
future planning, so that service expectations and delivery performance can be better met.
Importance Performance Difference
Means Means
Quality of Councillor(s) Dealt with 4.36 3.53 0.83
Quality of Elected Council 4.49 3.67 0.82
Managerial & Supervisory Officers 4.42 3.65 0.77
Quality & Performance of Outdoor Workers 4.10 3.76 0.34
Quality & Performance of Indoor Staff 4.13 3.79 0.34
MEANS 4.30 3.68
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 35
Section 37
Importance – Signifcant Variances:
Quality/Performance Significant Variances by:
of Outdoor Workers
Age 77.1% - 45-54 years – Important
31% - 65 years and over – Crucial
16.7% - 65 years and over – Nice to have
Quality/Performance Significant Variances by:
of Indoor Staff
Age 75.2% - 45-54 years – Important
34.9% - 65 years and over - Crucial
Performance – Signifcant Variances:
Qualities of Significant Variances by:
Elected Council
Age 66.7% - 65 years and over – Good
Homeownership 20.0% - Renting – Don’t know
Managerial/ Significant Variances by:
Supervisory
Officers
Age 11.9% - 65 years and over – Very good
39.7% - 65 years and over – Good
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 36
Section 38
3.7 OVERALL ANALYSIS
This analysis focuses on all 41 responsibility areas to present, Lowest Average and Highest Performers.
Areas of Least Importance are also presented, despite their Importance rating being regarded as fairly low, by the
Community at large, Councils cannot avoid expending resources upon them, as they are very Important to some
members of the community.
Lowest Performers
The graph below shows the 11 Responsibility Areas where there are the greatest gaps between Performance and
Importance.
In 2021, most of the same of responsibility areas continue to be rated as low performers as in 2017. However, two new
responsibility areas have been added, specifically “Informing the Community” and “Quality of Councillor(s) Dealt With”
who were both rated as average performers in 2019.
Lowest Performers
59.70%
Parking Facilities 59.60%
56.9%
63.90%
Economic Development/Local Employment 66.60%
63.1%
Traffic Management 68%
63.2%
69.70%
Responding to the Community
64.3% 71.80%
68.70%
Road Maintenance 69.50%
64.4%
69.60%
Consulting the community
65.2% 72.20%
69.80%
Road Construction 70.90%
67.0%
Building Control 71.30%
69.9%
Informing the Community
70.0%
Qualitiy of Councillor(s) Dealt with
70.5%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Lowest Performer for 2017 and 2019.
These 11 Responsibility Areas have been selected on the basis that
• their Importance rating is at least 3.96 (on the borderline of ‘4’= ‘Important’), and
• their Performance is more than 1.5% below Average (where Average Total Performance Index is 72.07%).
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 37
Section 39
Highest Performers
The graph below shows that there are 14 Responsibility Areas (out of the total of 41) on which Council performed best
in relation to their judged importance.
In 2021, there are some additional responsibility areas that the community has judged Council to be preforming better
compared to 2019 and 2017. These include:
• Park, Playgrounds & Public Amenities – Least Important in 2019
• Environment protection & Conservation – Average in 2019
• Environment Controls – Average in 2019 and Average in 2017
• Revenue Raising – Average in 2019
• Community Health – Average in 2019 and Average in 2017
• Community Services – Average in 2017
Highest Performers
83.00%
Libraries & other Information Access 82.9%
84.90%
78.30%
Disaster Management 79.40%
80.9%
81.20%
Waste Management 81.50%
80.6%
78.30%
Parks, Playgrounds & Public Amenities 78.9%
78.60%
Customer Service 76.5%
81%
74.90%
Evironment Protection & Conservation 76.3%
76.10%
Community Safety 76.3%
78.10%
78.40%
Quality & Performance of Indoor Staff 75.8%
78.40%
Environmental Controls 75.8%
73%
Revenue-raising 75.7%
75.70%
Information services 75.6%
79.20%
78.50%
Quality & Performance of Outdoor Workers 75.1%
78.40%
Community Services 75.1%
77.10%
Community Health 74.1%
66.0% 68.0% 70.0% 72.0% 74.0% 76.0% 78.0% 80.0% 82.0% 84.0% 86.0%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Lowest Performer for 2017 and 2019.
In this case, ‘best’ is defined as having:
• an Importance rating of at least 3.96 (on the borderline of ‘4’= ‘Important’), and
• Performance more than 1.5% above Average (where Average Performance is 72.07% - the (calculated) Average
Total Performance Index).
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 38
Section 40
Average Performers
There are only 8 Responsibility Areas (out of the total of 41) on which Council has received an average score. In 2021,
two new responsibility areas have moved from being Low Performers in 2017 to Average performers, namely “Town
Planning” and “Drainage & Flood Mitigation”.
Average Performers
Community Development 75.70%
72.0%
72.50%
Town Planning
72.0%
Providing Leadership & Advocacy 73.20%
72.3%
71.70%
Drainage & Flood Mitigation
72.5%
Managerial & Supervisory Officers 73.60%
73.0%
71.90%
Human Resources Management 74%
73.1%
Financial Management 75.40%
73.1%
Quality of Elected Council 74.40%
73.4%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Average Performer for 2017 and 2019.
Average score is defined as having;
• an Importance rating of at least 3.96 (on the borderline of ‘4’= ‘Important’), and
• Performance not more than 1.5% below or above Average (where Average Performance 72.07% - the
(calculated) Average Total Performance Index).
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 39
Section 41
Least Important
Only 9 of the 41 Responsibility Areas have not been considered in formulating the previous three lists (Highest
Performers, Lowest Performers and Average Performers) because they did not have an Importance rating greater than
3.96, or 4 when rounded (i.e.= ‘Important’).
Nevertheless, they do exist, and are graphically shown below. In 2021, the list has grown compared to 2017.
Interestingly in 2021, both “Development of Tourism” and “Shopping Facilities” who were both rated as Highest
Performers are now rated of Least Importance. Additionally, “Footpaths, Kerbs and Guttering” and “Public Transport”
who were both rated Low Performers in 2019 are now rated of least Importance.
Despite their Importance rating being regarded as fairly low, by the Community at large, Councils cannot avoid
expending resources upon them, as they are very Important to some members of the community (e.g. Pet & Animal
Control is rated as ‘important’ by 54.5% of respondents). Hence, the detailed data on these areas has to be examined,
to formulate priorities - as these show the proportions of the community who have varying priorities.
Least Important
Development of Tourism
3.62
3.79
Shopping Facilities
3.65
3.93
Heritage Protection 3.82
3.80
Pet/Animal Control 3.92
3.82
Sporting & Recreational Facilities 3.78
3.85
3.82
Cultural & Entertainment Facilities 3.88
3.88
3.76
Street Lighting 3.82
3.89
3.94
Public Transport
3.91
3.87
Footpaths, Kerbing, Guttering
3.94
3.40 3.50 3.60 3.70 3.80 3.90 4.00
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Least Important for 2017 and 2019.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 40
Section 42
4. PUBLIC OPINION QUESTIONS – KEY FINDINGS
This section of the report presents the key findings of the public opinion questions. A number of these questions were
asked as ‘open ended questions’ in the survey. However, in order to give a snapshot summary, they are also graphically
presented.
In this survey, all questions were included in the briefing mail-out sent to each respondent prior to the main telephone
interview. Consequently, respondents had time to think about the question, and give a ‘considered’ opinion. They were
requested to do just this – even discuss the question with friends and relations – in the briefing letter.
1. Are you prepared for a disaster or emergency, do you have an emergency plan?
• Nearly two thirds (65.8%) of respondents in 2021, as shown graphically below, are prepared for a disaster or
emergency and have an emergency plan. In 2019, 66.3% of respondents had a disaster management plan in
place for a flood or fire, compared to 59.7% in 2017. 71.6% of respondents surveyed online had a disaster
management plan in place for a flood or fire.
Disaster Management Plan
70.0 66.3 65.8
59.7
60.0
50.0
40.3
40.0 33.7 34.2
30.0
20.0
10.0
0.0
yes no
Noosa 2017 Noosa 2019 Noosa 2021
There were no significant variances.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 41
Section 43
2. Council consistently strives to strike the right balance between providing the best possible services and
operating within its financial means. Would you prefer that Council…
• 77.3% of respondents (compared to 88% in 2019, 86% in 2017 and 52.5% of the online survey in 2021)
indicated that they preferred that Council ‘leave things as they are’ when trying to strike a balance between
providing the best possible service and operating within its financial means.
• 14.5% (and 35.8% of the online survey in 2021) indicated that they would be prepared to pay more through
their rates for an improved/increased level of service, compared to 9.2% in 2019.
• 0.9% in 2021, ‘didn’t know’.
Service Levels
100.0
86.0 88.0
90.0
77.3
80.0
70.0
60.0
50.0
40.0
30.0
20.0 11.0 14.5
7.3 9.2
10.0 2.8 3.0
0.0
Leave things as they are Reduce services and lower Improve/increase services
costs at a higher cost
Noosa 2017 Noosa 2019 Noosa 2021
There were no significant variances.
3. Have you had any contact with the Noosa Council in the past 12 months?
• 65.3% of respondents had made contact with Noosa Council in the past 12 months, compared to 41.8% in
2019.
• 84.6% of respondents surveyed online had made contact with Noosa Council in the past 12 months.
Contact in last 12 months
80.0 65.3
58.2
60.0
41.8
34.7
40.0
20.0
0.0
Noosa 2019 Noosa 2021
yes no
Significant variances were by:
Home ownership
• 88.6% Renting – No
• 36.8% Own home – Yes
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 42
Section 44
3 (a) Experience rating with Noosa Council
Respondents who contacted the Council were asked to rate a number of aspects of the service that was provided
including feedback on the following:
Answering telephone calls
• 62.6% of respondents who contacted the Council rated this aspect of service as ‘Good’ (20.9%) or ‘Very good’
(41.7%), compared to 74.8% in 2019 and 62.9% of the online survey in 2021.
Experience rating - telephone calls
50.0 46.1
41.7
40.0
28.7
30.0 23.0
20.9
20.0 12.0
9.6 8.6
10.0 1.8 2.2 1.8 3.6
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
Significant variances were by:
Gender
• 33.8% - Female – Not applicable
Age
• 13.3% aged 55-64 years – Very poor
• 37% aged 65 years and over – Not applicable
Council’s main Tewantin office
• 45.3% of respondents who contacted the Council rated this aspect of service as ‘Good’ (21.6%) or ‘Very good’
(23.7%), compared to 60.4% in 2019 and 55.6% of the online survey in 2021.
Experience rating - Tewantin Office
50.0
43.2
45.0
40.0
35.0 32.3 31.2
28.1
30.0 23.7
25.0 21.6
20.0
15.0 9.4
10.0 5.4
5.0 1.8 1.4 1.2 0.7
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
Significant variances were by:
Age
• 42.9% aged 44-54 years – Good
• 58.7% aged 65 years and over – Not applicable
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 43
Section 45
Email and on-line enquiries
• 36.7% of respondents who contacted the Council rated this contact as ‘Good’ (20.9%) or ‘Very good’ (15.8%),
compared to 25.8% in 2019 and 43.8% of the online survey in 2021.
Email and on line enquiries
80.0
67.0
70.0
60.0
50.0 43.1
40.0
30.0 20.9
20.0 15.015.8 11.5
10.8
3.6 6.5
10.0 1.8 2.2 1.8
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
There were no significant variances.
Return of call as promised
• 28.8% of respondents who contacted the Council rated this contact as ‘Good’ (17.3%) or ‘Very good’ (11.5%),
compared to 47.3% in 2019 and 37.6% of the online survey in 2021.
• 19.5% rated this aspect as ‘Fair’, ’Poor’ or ‘Very poor’.
Return of call as promised
60.0
51.7
50.0
40.7
40.0
30.0 26.3
21.0
20.0 17.3
11.5 9.4
10.0 4.8 6.5 3.0 3.6 4.2
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
There were no significant variances.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 44
Section 46
After hours emergency service phone contacts
• For 82% of respondents who made contact with Council in 2021, this aspect was ‘Not applicable”, compared
to 91.6% in 2019 and 69.1% of the online survey in 2021.
After hours emergency service phone
contacts
100.0 91.6
82.0
80.0
60.0
40.0
20.0
3.6 1.4 3.0 7.2 1.2
6.5
0.6 0.7 0.0 2.2
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
Significant variances were by:
Age
• 16.7% aged 45-54 years – Good
• 95.7% aged 65 years and over – Not applicable
Acknowledgement of written correspondence
• 30.9% of respondents who contacted the Council rated this contact as ‘Good’ (15.8%) or ‘Very good’ (15.1%),
compared to 18% in 2019 and 32.1% of the online survey in 2021.
Acknowledgement of written
correspondence
80.0 72.4
70.0
60.0 48.9
50.0
40.0
30.0
15.1 15.8
20.0 10.2 10.2
7.8 4.2 5.0
10.0 3.0 2.4 5.0
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
Significant variances were by:
Age
• 69.6% aged 65 years and over - Not applicable
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 45
Section 47
Effectiveness in handling complaints
• 43.1% of respondents who contacted the Council rated this aspect of service as ‘Good’ (23.7%) or ‘Very good’
(19.4%), compared to 45.5% in 2019 and 27.8% of the online survey in 2021.
Effectiveness in handling of complaints
30.0
25.1
23.7
25.0
20.4 21.0
19.4 18.8
20.0
16.2
12.9 13.7
15.0 11.5
9.6
10.0 7.7
5.0
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
Significant variances were by:
Age
34.8% aged 65 years and over – Not applicable
Effectiveness in responding to requests
• 55.4% of respondents who contacted the Council rated this aspect of service as ‘Good’ (28.8%) or ‘Very good’
(26.6%), compared to 55.6% in 2019 and 35.8% of the online survey in 2021.
• 20.9% of respondents rated this aspect of service as ‘Poor’ (10.8%) or ‘Very poor’ (10.1%) in 2021, compared
to 16.2% in 2019 and 29.7% of the online survey in 2021.
Effectiveness in responding to requests
35.0
28.7 28.8
30.0 26.6 26.9
25.0
20.0
14.414.4 13.8
15.0 10.8 10.810.1
9.3
10.0
5.4
5.0
0.0
Very good Good Fair Poor Very poor Not
applicable
Noosa 2019 Noosa 2021
Significant variances were by:
Age
• 21.7% aged 65 years and over – Not applicable
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 46
Section 48
Council is consistently striving to communicate well with residents. What would be the method you would choose to
seek information from Council about a project or an issue?
• Council’s website (35.5%) (compared to 51.9% of the 2021 online survey) was the most popular method by
which respondents would choose to seek information from Council about a project or an issue. This was
followed by Local newspaper (29.3%) (compared to 51.9% of the 2021 online survey) and social media
(Facebook) (25%) (compared to 69.1% of the 2021 online survey).
Method to seek information about a project or issue
70.0 61.0
60.0 50.0
50.0
40.0 35.5
30.0 29.3
30.0 25.5 25.0
22.0 21.5
18.8
20.0 12.8 13.0 13.5 12.3
7.5 6.37.0
10.0 4.8 3.5
0 0 0 0.8 3.0
0 0.8 0 3.5
0.0
Noosa 2017 Noosa 2019 Noosa 2021
Significant variances were by:
Age
• 37.6% aged 45-54 years – social media (Facebook, Instagram)
• 42.9% - aged 65 years and over – Local newspaper (NFI)
Home ownership
• 54.3% Renting – social media (Facebook, Instagram)
• 31.6% Own home – Local newspaper (NFI)
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 47
Section 49
4 There are many things that people use to judge their lifestyle and the quality of the community. Please tell me
three things that are important to you.
Respondents were asked what three things were important to them, in regard to lifestyle, and quality of the
community. With common themes from the responses, these were categorised under the headings of:
1. Access to amenities, facilities/services, recreation
2. Traffic/transport (roads, maintenance, access, safety)
3. Environment (clean, healthy, amenity, maintenance)
4. Community (safety, events, friends, family)
5. Town planning (no high-rise, affordable housing, cap the population)
6. More jobs (youth and older residents)
7. Don’t know
8. Other
Three things important to you with regards to lifestyle and quality of
community
50.0 47.0
45.0
39.1
40.0
35.5
35.0 32.5
29.3 27.3 29.5
30.0 28.3
25.5 25.0
25.0 23.0
20.8
20.0 17.7 16.3
15.0 15.3
14.0 13.8
15.0 12.5 12.8
11.5 11.8 11.3 12.0 11.8
10.8
9.8
10.0 7.0 6.3
5.3 4.3 4.5
5.0 3.0 3.0 2.3 3.0 3.3
0.8 1.3
0 0.3 0 0 0 0 0 0 0
0.0
Access to amenities, Environment (clean, Traffic/transport Townplanning (no Community (safety, More jobs (youth Don't know Other
facilities/services, healthy, amenity, (roads, high-rise, affordable events, friends, and older residents)
recreation maintenance) maintenance, housing, cap family)
access, safety) population)
First 2019 First 2021 Second 2019 Second 2021 Third 2019 Third 2021
• One of the key themes that emerged from this question was the theme around access to
amenities, facilities/services, and recreation, with 47% of first responses in this category.
• This was followed by 27.3% providing first responses to the environment theme.
First Mention
Significant variances were by:
Age
• 10.7% aged 35-44 years – Close to amenities/local amenities
• 3.9% aged 55-64 years - Freedom
Home ownership
• 11.4% Renting – Jobs for youth/ young people
• 14.3% Renting – Good schools/ education in the area
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 48
Section 50
Second Mention
Significant variances were by:
Gender
• 10.4% Female – Feel safe/ safety in the area
Age
• 11.8% aged 55-64 years – The climate/peaceful environment/ take care of the environment
• 10.7% aged 35-44 years – Control the population growth/ cap the population
Home ownership
• 2.9% Renting – Came for a holiday and decided to stay
Third Mention
Significant variances were by:
Age
• 5.3% aged 55-64 years – Good health services
Home ownership
• 17.1% Renting – No high-rises/keep low density houses
5 What do you think the greatest challenge will be for your local area in the next few years?
Respondents were asked what they thought would be the greatest challenge for their local area in the next few years.
The responses received can be grouped into the following common themes:
• Growth/Development
• Traffic/Congestion/Roads
• Infrastructure/Service Provision
• Environment
• Governance
• Economic Development/Employment
• Affordable housing
• Tourism
• Other
Below is a sample of these responses under these headings:
Growth/Development
• Population growth
• Influx in population bringing a burden on the infrastructure
• Loss of the rural identity. Increase of the population in the rural communities with little care for the
environment
• Too much development
• Too many people wanting to move here, so we will need more houses and jobs but then the area will all
change
• Council being pro Development
• Population growth and no infrastructure to support it.
• Managing population growth - housing density and employment
• Possibility of urban sprawl with population growth
• Noosa Council needs to control subdivision. Housing density ie Noosa needs to stay strong on their
population cap.
• Management of the population growth
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 49
Section 51
• Inappropriate development of the area we don’t want to end up like the Sunshine coast of the Gold coast
• There is too much development, maintain the environment
• The increase in population will change the area where we live forever
• Very concerned about the changes happening in the local area. People say its progress, but we were
promised a capped population
Traffic/Congestion/Roads
• Overcrowding
• Too many people allowed into the region causing crowded housing, parking in street a nightmare, congested
roads. Get Beckman's Road bypass done, and I'll be even more happy. Grateful residents, if that was done
• Congestion on roads with so many people moving here or the madness of weekends
• Handling the traffic here because of the way the roads have been designed. You can't add roads because
we're surrounded by national parks. The powers that be = planners do not live here or study local conditional.
• Congestion on our roads and street / big development if the council decides to that path
• Road congestion and lack of shopping facilities
• Overcrowding of housing and roads
• Keeping maintenance of roads and widen the ones outside of Noosa because Pomona gets so much tourist
traffic
• Road congestion if more housing development done
• Housing and road congestion due to growth demand
• Congestion on streets and parking lots
• Traffic management and road maintenance
• The increase of traffic in the area
• Busy roads with tourist coming and going then deciding to stay
• Traffic is getting busier every day
• The roads won't be able to keep up with the volume of people coming here
Infrastructure/Service Provision
• The growth of the area and lack of support for the infrastructure needed including parking
• Parking and public transport
• Population growth and Infrastructure
• Lack of public hospitals especially is people are using public transport.
• To keep with progress due to Covid - a lot of people seem to be moving here and I'm having trouble parking
near work and the shopping centre
• Housing and infrastructure keeping up with growth
• Balance of speed in new infrastructure to keep up with housing development due to influx of southerners
moving here
• Road maintenance and infrastructure to keep up with current growth
• Repairing the road surfaces, especially Shore Haven Road
• Keeping up road maintenance and infrastructure
• Population growth and providing infrastructure
• Infrastructure and roads need as much thought and attention as costs will allow
• The infrastructure to cope with all the people moving here
• Getting the roads up to scratch. Hastings Street/ Eumundi Road
• Public transport is no good, it doesn't connect anywhere. The trains are awful
• Infrastructure will not be able to keep up with the amount of people coming here
• Public transport is in an awful mess. Firstly, there is not enough of it in our area and then it costs a fortune to
use
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 50
Section 52
Environment
• Noxious weed eradication (Seteria) growing on the verges and overcrowding
• Balance between development and environment
• Climate change / flooding, fires. Preservation of housing not allowing the region to become a new Gold Coast
• Environmental protection
• Over development and loss of wildlife corridors
• Losing the serenity if vast development begins with strong growth
• Keeping open spaces and green environment
• The Noosa River and how it's used. So many people want to use it, we have to find a balance
• Noosa Council holding firm on the stance of trees and bees not over development
• Environment, maintaining the green
• Council holding their firm stand on conservation and preservation
• Beautifully kept parks and amenities.
• We have limited land for more expansion. Where will it end?
• Destruction of forest and habitat
• Upset with Noosa council for allowing developers to destroy the natural habitat
• Too much money spent on Arborists and horticulturist to do jobs that normal maintenance men could do and
no supervision by Council while doing job or after to see the debris they leave behind to become a fire hazard
as it dies
• Enjoy the local habitat and surrounds. Please consider the area before allowing too much development, the
area will just become another flashy dive
• We are losing a lot of natural habitat due to over-development
• Policies on environment not significant enough. Probably never think about clearing trees for a shopping
centre. superior art gallery is needs. Cultural centre is needed
Governance
• Council to do something in the rural communities, be present.
• Community Consultation - will the new council listen
• Professional Competent staff in the council
• Council members with enough knowledge of how to run a council
• Keeping up the integrity of Noosa Shire Council
• Getting the right people in council to manage the problem we are going to facing very shortly. Can't stop
people coming in and buying up real estate. It's the developers that follow them in and see multi-millions in
the area
• They need to concentrate on other areas - not just Hastings Street
• Quality political leadership
• Funding and upgrades for the Noosa area
• Rural fire brigade is great here Would be great to have our Noosa Mayor being 'informally interviewed' about
the goings on of our regions and any initiatives happening
• Don't know what the council is planning. Don't know what the council is planning as far as expansion and
duel occupancy. I only know what I hear my parents say.
• Too struck with their town planning, they won't allow Chemist warehouse. Understaffed in Council as it takes
too long for any approve decisions, Information services need to be more online, so we don't have to always
front up to council. they need better online information
• Please take notice of people who take the time to give you feedback.
• I think council is bound by too much red tape and it slows their responsiveness to critical problems.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 51
Section 53
• You have a responsibility to do everything in your power to help with this issue. You are not doing anywhere
near enough. I am very disappointed in the current council. I don’t consider them to be taking enough interest
in the less fortunate in our community. They seem to be giving far more credibility to the wishes of those
with the most “clout”. I am fortunate to own my home, living where I want to be. However, a lot of my time
and money goes into helping those in need and I don’t see the council displaying the sort of empathy and
ethics that I expect.
Economic Development/Employment
• Supporting local businesses
• Job creation
• Finding long-term employment in my field
• Employment is a big issue
• Cooroy only has IGA need other shops. Jobs growth. Have to go to Nambour or Gympie as Aldi runs out of
stock
• Cooroy needs a ‘Woolies’ or Coles when you've got family to feed. Population growth and not enough
housing and jobs
• Unemployment of youth possibly leading to trouble in our small town
• Lifestyle. Business in the area, recovering after Covid
• Easy access to essential services. Housing and employment will be a problem
• Employment for local with the influx of people moving to the area
• Our town staying safe and peaceful if the council allows development here and there are not enough jobs
• Local employment for school leavers
• Local jobs for the future
• Managing after Covid. Trying to find work
• Recovering from loss of income and services with Covid scare
• Recovering from the economic downturn
• Maintaining the budget while maintaining to economic growth
• Sensible economic growth and expansion of revenue generating tourism
• Employment for young people
Affordable housing
• Affordable housing for the low-income earners
• Housing affordability
• Shortage of rentals long-term properties, especially for low income people
• Housing especially rentals, as since Covid interstate people are buying up older houses and demolishing them,
splitting in two and building 2 new homes, living in one and putting family in the other
• Housing shortage especially for families trying to buy or rent affordability
• Enough affordable rental properties with all the people wanting to move to the Sunny Coast
• Affordable housing especially for the workers in the hospitality and retail areas as it's often casual and low
income
• Affordable housing for our age group and younger as cashed up retirees moving here and buying everything
• Housing and employment to match rapid growth
• People boom causing shortage of homes overcrowding or street, shops etc
• Rental properties are too expensive for people to come here and it affects them coming to work here
• The lack of housing and the cost is ridiculous. I suppose they ask whatever they think they will get
• Managing the increase in property prices and the lack of accommodation for locals
• Homelessness.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 52
Section 54
Tourism
• Caring for the residents and keeping a balance when it comes to chasing the tourist dollar
• Managing the tourism
• The Region not coping with the Tourism
• Keeping up with the tourism of the other regions
• Covid 19 has been a problem here for tourist movement
• Catering for the tourists
• Finding a balance between tourist and locals wanting to run over said tourist
• Inability to deal with tourism, cars and traffic
• Short term accommodation; growth of tourism; pressure for development
• You will reap the seeds you have seen - over tourism
• Tourists are buying houses because they fall in love with the place
• Tourism is important brings money and most of all jobs
Other
• Flight path and barking dogs
• Outside pressure from minority groups
• Flying fox numbers
• Equality for all the shire not just Noosa
• To many Airbnbs
• Probably keeping it as peaceful as it is not to enjoy the lifestyle
• Maintaining our current lifestyle
• Keeping our slightly rural lifestyle. If council change zoning for housing on adjoining properties, we'll have so
many people nearby
• Dealing with the quarry, the noise is incredible, and we also have had broken windscreens. Hate the quarry.
Would have been a five for everything but now the quarry has reopened that's all out the window. Wasn't
open when we moved here. Increase in quarry trucks and noise
• Feel safe with kids playing outside. Locals look out for one another. Lovely people living nearby. Good shops
and certainly enough of them, we don't need anything else. Could have better shopping here but going to the
city once or twice a year is good enough for most people around here, if they can't find what they need. Don't
worry too much about needing big shopping centres because most shopping can be done online these days.
• Strong presence of police on parks and beaches. Keep a roof over my head. A lot of investors are selling up
while the market is hot
• We need more local shopping instead of having to go to Maroochydore
• We want a patrolled beach at Castaways Beach
• Trying to compete with what everyone wants and trying to please everyone. Big task
• Stop the area becoming the Gold Coast
• Voucher for the dump in with our rates notice. Kerbside collection every 6 months
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 53
Section 55
How satisfied are you with feeling part of your community?
Respondents were asked how satisfied they were with feeling part of the community and to rate this
satisfaction.
• A large proportion of respondents (88.8%) indicated that they were either ‘satisfied’ (29.3%) or
‘completely satisfied’ (59.5%) in regard to feeling part of their community, compared to 76.1% in
2019 and 74% of the online survey in 2021.
Satisfaction with feeling part of the community
70.0
59.5
60.0
50.0
39.3
40.0 36.8
29.3
30.0
18.8
20.0
10.0 7.5
3.8
1.8 1.3 1.3 0.0 0.6
0.0
Completely Satisfied Neither Dissatisfied Completely Don't know
satisfied dissatisfied
Noosa 2019 Noosa 2021
There were no significant variances.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 54
Section 56
SUMMARY
This 2021 tracking survey is a follow up to the 2019 survey and 2017 benchmark study for Noosa Shire Council. In 2021,
Council is performing below the results for 2019. Average Total Performance Index (TPI) for the survey was calculated
at 72.07% (74.59% in 2019 and 73.24% in 2017).
It is our observation that community sentiment when measuring Council performance, compared to two years ago is
generally less positive. As further evidence of this, other similar Councils who have recently completed these surveys
recorded lower TPIs. In relative terms Noosa’s TPI of 72.07% is also quite high, so although a lower result than in 2019,
it is still above a similar sized council in Queensland.
However, to further breakdown Noosa 2021 results, the following chart show comparison of the Total Performance
Index (TPI) for Noosa 2021, 2019 and 2017 (including the 2017 LGAQ CSS State-wide and Provincial averages) across all
five Themes. (The LGAQ has decided to forego the state-wide Community Satisfaction Study via telephone
contact).
Comparison of Performance Indices
69.39%
69.17%
OVERALL TOTAL PERFORMANCE INDEX (TPI) 73.24%
74.59%
72.07%
69.45%
69.40%
Qualities of Council 76.03%
75.75%
73.54%
66.38%
65.92%
Customer Services and Communications 72.94%
75.41%
70.56%
65.65%
65.75%
Managing the Shire/City 72.31%
73.25%
73.23%
72.02%
72.13%
Community Lifestyle Services 75.17%
77.66%
74.86%
70.57%
69.93%
Basic Services / Infrastructure 69.91%
70.42%
68.06%
56.00% 60.00% 64.00% 68.00% 72.00% 76.00% 80.00%
LGAQ STATEWIDE 2017 LGAQ Provincial 2017 Noosa 2017 Noosa 2019 Noosa 2021
The chart above, shows the Noosa TPI 72.07% (74.59% in 2019 and 73.24% in 2017) compared to TPI for the 5 key
themes. As can be seen from the chart above, in 2021 Noosa is below overall average TPI in all 5 areas. The stand-out
themes are:
• Customer Service and Communication experienced the greatest reduction in TPI from the 2019 result – 70.56%
versus 75.41% in 2019.
• Community Lifestyle Services, Qualities of Council and Basic Services and Infrastructure TPI reduced in 2021
from 2019 results, on average by 2.4%.
• Managing the Shire TPI was stable or on par with 2019 result (73.23% in 2021 versus 73.25% in 2019)
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 55
Section 57
Areas for Improvement
Market Facts believes that Corporate Planning and Continuous Improvement initiatives in Noosa Shire Council should
focus on and prioritise those areas of responsibility, which are more important to residents and where Council is seen
as being further away from fulfilling expectations (performance ratings). The objective should be to ‘close the gaps’.
This can be done by closing the gap between actual Performance and what it would be if it achieved the Optimum Score
of ‘5’ (which is not the same as the Importance score)
In 2021, most of the same responsibility areas continue to be rated as low performers as in 2017. However, two new
responsibility areas have been added, specifically “Informing the Community” and “Quality of Councillor(s) Dealt With”
which were both rated as average performers in 2019.
Lowest Performers
59.70%
Parking Facilities 59.60%
56.9%
63.90%
Economic Development/Local Employment 66.60%
63.1%
Traffic Management 68%
63.2%
69.70%
Responding to the Community
64.3% 71.80%
68.70%
Road Maintenance 69.50%
64.4%
69.60%
Consulting the community
65.2% 72.20%
69.80%
Road Construction 70.90%
67.0%
Building Control 71.30%
69.9%
Informing the Community
70.0%
Qualitiy of Councillor(s) Dealt with
70.5%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Lowest Performer for 2017 and 2019.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 56
Section 58
Areas Rated as Being ‘High’ on Performance
There are 14 Responsibility Areas (out of the total of 41) on which Council performed best in relation to their judged
importance.
In this case, ‘best’ is defined as having an Importance rating of at least 3.96, and Performance more than 1.5% above
Average (72.07%). This list does not include all the Areas where the “gaps are smallest”, as most of these do not have
an Importance score above ‘4’ (the borderline between ‘Important’ and ‘Nice to Have’).
In 2021, there are some additional responsibility areas that the community has judged Council to be preforming better
compared to 2019 and 2017. These include:
• Park, Playgrounds & Public Amenities – Least Important in 2019
• Environment protection & Conservation – Average in 2019
• Environment Controls – Average in 2019 and Average in 2017
• Revenue Raising – Average in 2019
• Community Health – Average in 2019 and Average in 2017
• Community Services – Average in 2017
Highest Performers
83.00%
Libraries & other Information Access 84.90%
82.9%
78.30%
Disaster Management 79.40%
80.9%
81.20%
Waste Management 81.50%
80.6%
78.30%
Parks, Playgrounds & Public Amenities
78.9%
78.60%
Customer Service 81%
76.5%
74.90%
Evironment Protection & Conservation
76.3%
76.10%
Community Safety 78.10%
76.3%
78.40%
Quality & Performance of Indoor Staff 78.40%
75.8%
Environmental Controls
75.8%
73%
Revenue-raising
75.7%
75.70%
Information services 79.20%
75.6%
78.50%
Quality & Performance of Outdoor Workers 78.40%
75.1%
Community Services 77.10%
75.1%
Community Health
74.1%
66.0% 68.0% 70.0% 72.0% 74.0% 76.0% 78.0% 80.0% 82.0% 84.0% 86.0%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Highest Performer for 2017 and 2019.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 57
Section 59
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.
The chart below shows a list of targets for improvement where elements have performance ratings 1.5% or more below
the average performance assessment of 72.07%, 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
59.70%
Parking Facilities 59.60%
56.9%
63.90%
Economic Development/Local Employment 66.60%
63.1%
Traffic Management 68%
63.2%
69.70%
Responding to the Community 71.80%
64.3%
68.70%
Road Maintenance 69.50%
64.4%
69.60%
Consulting the community 72.20%
65.2%
69.80%
Road Construction 70.90%
67.0%
Building Control 71.30%
69.9%
Informing the Community
70.0%
Qualitiy of Councillor(s) Dealt with
70.5%
73.24%
OVERALL WEIGHTED PERFORMANCE INDEX 74.59%
72.07%
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00%
Noosa 2017 Noosa 2019 Noosa 2021
Note - Responsibility Area TPI only shown if also Performance Improvement Targets for 2017 and 2019.
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 for subsequent tracking surveys.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 58
Section 60
In 2021, as in 2019 and 2017 most low performing areas remain as low performers and a comparison of TPIs is shown
below:
2021 2019 2017
Responding to the Community 64.3% 71.8% 69.7%
Building Control 69.9% 71.3% *
Road Construction 67.0% 70.9% 69.8%
Footpaths, Kerbing, Guttering Least 69.6% 69.6%
Important
in 2021
Road Maintenance 64.4% 69.5% 68.7%
Traffic Management 63.2% 68.0% *
Economic Development/Local 63.1% 66.6% 63.9%
Employment
Public Transport Least 65.1% 65.1%
Important
in 2021
Parking Facilities 56.9% 59.6% 59.7%
Consulting the Community 65.2% 72.2% 69.6%
Informing the Community** 70.0% * *
Quality of Councillor(s) Dealt With** 70.5% * *
*These were average performers in 2017 & 2019
The challenge is now for Council to continue to address and prioritise these areas in their future planning, and use
follow up tracking surveys to not only monitor ratings for individual areas, but also to ensure overall performance,
continues to increase or at least remain at comparative levels with other similar Councils.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 59
Section 61
APPENDIX
A. Respondent Profile
B. Survey Questionnaire
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 60
Section 62
A. RESPONDENT PROFILE
The following section of the report provides a graphical summary of the demographic profile of the respondents who
participated in the survey. The sample averages for the following demographic characteristics are reported, as follows
by:
• Gender
• Age Group
• Household Situation
• Neighbourhood
• Home Ownership
• Present Work Status
The following profile of the survey respondents in Noosa Shire Council is important as it provides an overview of the
community members who have provided their opinion and perceptions about Council in the following sections of this
report.
In terms of gender, the screened sample of ‘interested’ respondents comprised (47%) males and (53%) females.
Age group
35 31.5
30 27.3
25 24
25
19 19.5 19
20
14
15 12.5
10 8.3
5
0
45-54 yrs 65 yrs and over 55-64 yrs 35-44 yrs 18-34 yrs
Noosa 2021 Noosa 2019
The most noticeable changes in the age group demographic between the 2019 and 2021 was in the 65 years and over
age group (7.5% increase from 2019 to 2021), the 35-44 years age group (5% decrease) and the 18-34 years age group
(4.2% decrease).
Due to the low incidence of the youngest age group (18-24 age group), it has been added to the 25-34 years age group
for the analysis in this report. This low response is typical and indicates a much lower interest in local government
matters.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 61
Section 63
Household situation
70
57.6
60 53
50
40
28.5
30 24.6
20
11 11.5
10 3.8 2.8
2.5 3.5
0.5 0.8
0
Living as a couple Living as a family Living alone Living as a family Single /sharing Refused
(2 parent) (1 parent) accommodation
Noosa 2021 Noosa 2019
The most noticeable changes in the household situation demographic were those living as a couple (increase of 4.6%
from 2019 to 2021) and living as a family (decrease of 3.9% from 2019 to 2021).
The majority (57.6%) of respondents were ‘living as a couple’ households.
Acreage or semi
Neighbourhood
rural (1/2 1
hectare)
9%
Truly rural area, like
living on a farm
10%
Rural residential (more
than 1-2 hect.)
12%
Built up area, living
close to neighbours
69%
Over two thirds (69%) of the respondents live in built up areas, close to neighbours.
The neighbourhood demographic has remained the same in 2021 as in 2019.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 62
Section 64
Home ownership
100 90.3 90.8
90
80
70
60
50
40
30
20
8.8 9
10 0.5 0.3 0.5
0
Own home Renting Refused Provided by
employer
Noosa 2021 Noosa 2019
The home ownership demographic remains almost completely unchanged between 2019 and 2021, with the largest
change being a 0.5% decrease between 2019 and 2021 for people who own their home. In summary:
• Renters account for 8.8% of respondents.
• 90.3% of respondents were home-owners.
Present work status
40 37.5
35 31.8 32
30.3
30
25 22.5
20 17.5
15 11
8.3
10
5 3 3
1.8 1.5
0
Retired Working full- Working part- Home duties Unemployed Incapacitated
time time
Noosa 2021 Noosa 2019
The most noticeable changes from 2019 to 2021 in the present work status demographic
was an increase of 5.7% in the retired respondents, a decrease in the working part-time
respondents of 5%, an increase in the working full-time respondents of 1.7% and a
decrease in those undertaking home duties of 2.7%.
In summary in 2021:
• Half (49.5%) of the sample are either working in full or part time employment.
• 37% of respondents were retired.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 63
Section 65
B. Survey Questionnaire
NOOSA SHIRE COUNCIL
COMMUNITY SATISFACTION & ATTITUDES SURVEY
2021
Interviewers' Instructions
&
Respondent Contact
Market Facts Ref: J2457
Total Sample n=400
Noosa Customer Satisfaction Survey 2021
MARKET FACTS (QLD) PTY LTD 64
Section 66
Stage I FIRST CONTACT
Good morning/ afternoon/ evening, my name is ............ from Market Facts, the Queensland Market Research
Company, and I'm ringing on behalf of the NOOSA SHIRE COUNCIL. We're conducting a survey about the sorts of
services people expect from their local council and how well they feel the council is doing its job... Are you a
permanent resident of your local area, aged 18 years or over? (IF NO, ASK FOR SOMEONE ELSE WHO IS)
1(a) Are you normally fairly interested in discussing local government issues and expressing an opinion about
them?
Yes 1 [GO TO 2]
No 2 [GO TO 1(b)]
Maybe / Don’t Know/ Not Sure 3 [GO TO 1(b)]
Refuses interview (TERMINATE, TALLY BELOW AND RECORD ON CALL SHEET):
(b) Would you be prepared to express an opinion about the sorts of services you expect from your local council?
Yes 1 [GO TO 2] No 2 [GO TO 4]
2(a) Are you an employee of your local council?
Yes 1 No 2 [GO TO 4]
(b) Do you feel able to judge how well the local council is doing its job?
Yes 1 No 2 [GO TO 4]
(c) Have you been living in this area for at least a year?
Yes 1 No 2 [GO TO 5]
Well, we'd be grateful if you would take part in our survey... It involves our posting to you some information on the
different types of Council services and then ringing you again to get your opinions of your Council's performance...
3 Are you prepared to take part?
Yes 1 [GO TO Stage 2 of this Screener]
No 2 [GO TO 5]
4 Have you been living in this area for at least a year?
Yes 1 No 2
5 Well if you were asked to give your local council a rating on how well they are carrying out their responsibilities
and delivering the services they are supposed to, would you give them a 5 for ‘very good’, a 4 for ‘good’, a 3 for
‘fair only’, a 2 for ‘poor’ or a 1 for ‘very poor’? (TALLY STROKE THE RATING IN THE RELEVANT BOX) THANK
AND TERMINATE CONTACT
5
4
3
2
1
Cannot Judge
THANK, AND TERMINATE CONTACT
Noosa Customer Satisfaction Survey 2021
MARKET FACTS (QLD) PTY LTD 65
Section 67
SCREENING QUESTIONNAIRE - Stage 2
And just to make sure we are covering a cross-section of people in our survey ......
6. Thinking about your neighbourhood, could it be described as....
A built-up area, living close to your neighbours? 1
Park residential (½-1 hectare / 1-2½ acres) 2
Rural residential (more than 1-2 hectare/ 2½-5 acres) 3
A truly rural area, like living on a farm? 4
7. RECORD GENDER Male 1
Female 2
8. What age group are you in? Would you be .........
18 - 24 ? 1 45 - 54 ? 4
25 - 34 ? 2 55 - 64 ? 5
35 - 44 ? 3 65 yrs and over 6
9. What is your present work status? Are you...
Working full-time? 1 Home duties? 4
Working part-time? 2 Retired? 5
Unemployed? 3 Incapacitated? 6
10. Are you renting, or living in your own home?
Renting 1
Own home 2
ENROL RESPONDENTS FOR MAIN SURVEY
■ Write name, email address, phone or fax number and preferred re-contact arrangements on
“contact sheet’ for use in re-contacting
■ Organise emailing of letter and attachments.
Thank you for your help.
I will be sending your information packet shortly. Please read it through very carefully as our second
interview will be all about the conclusions you reach after reading this material. The material we are
sending you is not confidential - you can discuss it with any one you like - family, neighbours, friends .
...
The opinions that you give us are confidential, and only I and Market Facts will know what you have
said.
Goodbye. I’ll talk to you again on the ...............................................[INSERT DATE]
Noosa Customer Satisfaction Survey 2021
MARKET FACTS (QLD) PTY LTD 66
Section 68
May 2021
Dear Resident
Thank you for taking part in our survey on behalf of the NOOSA SHIRE COUNCIL. It is
expected to provide valuable input to Council’s review of their Corporate Plans, and their
long term Corporate Goals. The primary aim of the survey is to provide information to
assist in improving their delivery of services to your local community.
The first two attached sheets list the various Areas of Council Responsibility for you to read and
consider - even discuss with family or friends - in preparation for a further phone contact, in which our
interviewer will ask you to rate Council's performance on all areas where you feel able to form a
judgement. Don't worry if there are some areas you are not familiar with - the interviewer will clarify
things further if necessary.
In the interview, we will cover:
1 How important you consider each of those services or responsibilities to be - using a five-point
scale, with the ratings being:
Crucial (5), Important (4), Nice to Have (3), Not Very Important (2), Quite Unimportant (1)
[For some of the Areas or Services, Council shares responsibility with State and/or Federal Governments (e.g.
Roads) or private operators (e.g. Public Transport). You need to decide how important it is for your Council to
get involved to some extent to ensure the service is provided, whether it does the job itself, or organises and/or
pressures other levels of government or private enterprise to do it.]
2 How well you believe your Council is performing in those aspects - the five-point scale being:
Very Good (5), Good (4), Fair Only (3), Poor (2), Very Poor (1)
If you were to put your own ratings for each area in the margins before we phone you, it might save
some time.
3 The third page of the attachment provides details of most of the final questions we will ask you,
right at the end of the interview. It would be helpful if you would have a think about them, so that
you can give us your opinions and feelings about them.
If you have any queries, please feel free to contact me personally.
Yours sincerely
LESLEY GIBBS
General Manager
Noosa Customer Satisfaction Survey 2021
MARKET FACTS (QLD) PTY LTD 67
Section 69
AREAS OF COUNCIL RESPONSIBILITY
THEME (1) Basic Services and Infrastructure
Performa
nce Function/Responsibility Examples/Clarification Importance
Road Construction Constructing new OR upgrading existing roads
Repairing potholes and damaged road shoulders; street sweeping and
Road Maintenance
verge mowing
Footpaths, Kerbing & Guttering Construction and maintenance of safe footpaths, kerbs and gutters
Street Lighting Funding the provision and upkeep of lights on Council streets/roads
Traffic planning, traffic lights, roundabouts, traffic `calming' and
Traffic Management
directional signage
Establishing parking policies, parking control, provision of or
Parking Facilities
assessment of requirement for on and off-street parking
Public Transport Ensuring the provision of an adequate system of public transport
Construction and maintenance of open and underground stormwater
Drainage & Flood Mitigation
drains, levee banks, division channels etc
Garbage collection and disposal, waste minimisation (recycling and
Waste Management
composting), street bins
Inspection of restaurants/cafés/shops, mosquito/midge spraying,
Community Health
cemeteries
THEME (2) Community Lifestyle Services
Examples/Clarification
Perfor Importanc
mance Function/Responsibility e
Parks, Playgrounds & Public Development and maintenance of open space areas, parks, children's
Amenities play-grounds and public toilets
Environmental Controls Enforcement of regulations on air, water and noise pollution
Environmental Protection & Tree planting, bushland acquisition, noxious weeds eradication,
Conservation foreshore protection, preservation of natural areas
Preservation of historic buildings, monuments, facilities, artefacts, and
Heritage Protection
indigenous & other records
Sporting & Recreational Public swimming pools, sports-fields, land and/or support for clubs &
Facilities their facilities
Cultural & Entertainment Civic centre, public halls, art gallery/museum, sound shell, community
Facilities arts programs, community festivals
Libraries & Other Information
Public libraries (incl. mobiles), Internet access
Access
Safety action plans, safety audits, signage, security patrols & cameras,
Community Safety
beach & pool lifeguards, community education & awareness programs
Programs and facilities which meet the needs of a range of stakeholder
Community Services groups (such as senior citizens, young people, families, indigenous,
disabled, non-English speaking background)
Pet / Animal Control Registration, impounding of strays, control of feral animals
Ensuring the provision of adequate shopping facilities to meet the needs
Shopping Centres
and convenience of local residents
Working with (& supporting) community organisations and special-
Community Development
interest groups to develop strong, sustainable & self-reliant communities
Noosa Customer Satisfaction Survey 2021
MARKET FACTS (QLD) PTY LTD 68
Section 70
THEME (3) Managing the Shire
Performance Importance
Function/Responsibility Examples/Clarification
Planning and zoning for the purposes of residential, rural, commercial,
Town Planning industrial, recreational, open space & public infrastructure development,
rules regarding land usage
Development and building approvals & controls, building & plumbing
Building Control
inspections, swimming pool fencing
Economic Development & Promoting/supporting increased economic activity and increased local
Local Employment employment opportunities, attracting investment
Area promotion, tourist information facilities, visitor care programs,
Development of Tourism
caravan parks, promoting/supporting additional tourism activities
Responsible, open and accountable management of the Council's
Financial Management
finances
Establishing fair and equitable rating for residential, rural, commercial
Revenue Raising and other sectors; applying a fair and reasonable balance between
income from rates and from user-pays fees and charges
Selection of skilled and qualified staff and ongoing training and personal
Staff Management
development for Council employees
Management plans to help residents and businesses prepare, respond and
Disaster Management
recover from various hazards, weather events and emergencies.
THEME (4) Customer Services and Communication
Performance Function/Responsibility Examples/Clarification Importance
Accessible & adequate facilities for dealing with and responding to
Customer Service contacts from stakeholders and the general public, handling enquiries /
requests / complaints
Maintaining and updating databases on Council facilities & services
Information Services including rates & property information, drainage networks, community
services, etc
Keeping the community informed of Council policies, plans, programs
Informing the Community & activities thru newsletters & other means, advising of community
issues to be debated
Ensuring community input into Council policies, plans & programs by
Consulting the Community regularly canvassing residents’ opinions & priorities and by maintaining
effective relationships with the broad range of community groups
Providing feedback on community input, taking action where
Responding to the Community appropriate to implement community priorities, being accessible to all
members of the community including minority groups
Representing local community needs & interests to other spheres of
Providing Leadership & government (including government authorities) and to other outside
Advocacy organisations whenever relevant, supporting civic pride & local identity,
promoting accountability & best practice
THEME (5) Qualities of Council
Performan Importan
ce Function/Responsibility Examples/Clarification ce
Provides leadership & direction for the community, even-handed,
Elected Council (as a whole)
responsive, open & honest
Councillor(s) you deal with Reliable, dedicated, knowledgeable, helpful, readily accessible
Managerial & Supervisory Skilled & capable leaders and managers in control of their
Officers responsibilities and their staff
Outdoor Workers Competent, effective, efficient, get things done
Accessible, courteous, helpful, believe in achieving solutions, effective,
Indoor Staff
efficient, knowledgeable
Delivering a level of services and displaying a quality of performance in
OVERALL COUNCIL
fulfilling all responsibilities, regarded as ‘value for money’ for the rates and
PERFORMANCE charges you pay
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 69
Section 71
These next few questions are about you and your household.
Q.1 Do you have a plan in your household for emergencies or a 'disaster management plan'?
Yes 1 No 2
Q.2 Council consistently strives to strike the right balance between providing the best possible
services and operating within its financial means. Would you prefer that Council…..
Provided improved or increased services, at a higher cost to ratepayers 1
{that is, funded through an increase in rates).
Reduced services and lowered the cost to ratepayers. 2
Neither a) nor b) - leave things as they are. 3
Q.3 Have you had any contact with the Noosa Council or attended a council facility in the past 12
months?
Yes 1 (Continue to Q.3a) No 2 (Go to Q.4)
3.a (Only if 'Yes' in Q.3) Thinking about the contact you've had with Noosa Council, how would you
rate that experience on a scale of 5 to 1, 5 being Very good and 1 being Very Poor?
Please feel free to say Not Applicable at any point.
Very Good Fair Poor Very Not
Good Poor Applicable
Answering telephone calls 5 4 3 2 1 6
Council's main Tewantin office 5 4 3 2 1 6
Email and on-line enquiries 5 4 3 2 1 6
Return of call as promised 5 4 3 2 1 6
5 4 3 2 1 6
After hours emergency service phone contacts
Acknowledgment of written correspondence 5 4 3 2 1 6
Effectiveness in handling of complaints 5 4 3 2 1 6
Effectiveness in responding to requests 5 4 3 2 1 6
Q.4 Council is consistently striving to communicate well with residents. Where do you source your
Council information from about a project or an issue?
Local newspapers 1 Council's subscribed e-newsletter 5
Council's website 2 Letterbox drops 6
Social media (Facebook, Instagram) 3 Other (Please specify) *
Council's customer service staff 4 ____________________________
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 70
Section 72
Q.5 There are many things that people use to judge their lifestyle and the quality of the
community. Please tell me three things that are important to you.
1)
2)
3)
Q.6 What do you think the greatest challenge will be for your local area in the next few years?
__________________________________________________________________________
Q.7 On a scale of 5 to 1, 5 being completely satisfied to 1 being completely dissatisfied.
How satisfied are you with feeling part of your community?
1 2 3 4 5 6 (DK)
And just to double check that we are covering a cross-section of people in our survey ......
a) What is the present occupation of the main income-earner of your household?
Manager/Administrator/Professional 1
Para-professional/Trades person 2
Clerical worker/ Sales or Personal Service worker 3
Plant or machine operator/ Driver/ Labourer/ Farm worker 4
Main income-earner not working / No breadwinner 5
b) What is your household situation? Are you...
Living alone 1
A single person, sharing accommodation 2
Living as a couple 3
Living as a family (2 parent) 4
Living as a family (1 parent) 5
Thank you very much for assistance.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 71
Section 73
NOOSA SHIRE COUNCIL COMMUNITY SATISFACTION & ATTITUDES SURVEY
J2457 May 2021
CONTACT SHEET - RESPONDENT IDENTIFICATION PAGE
NAME: .....................................................................................................................
NUMBER, STREET: .....................................................................
SUBURB: .....................................................................
POST CODE:.........................................................................................
PHONE NO: .....................................................................
FAX NO: .....................................................................
EMAIL ADDRESS: ………………………………………………….
LOCALITY………………………………………………………….
DATE FIRST CONTACTED: .....................................................................
RE-CONTACT ARRANGEMENTS: .............................................................
DATE INTERVIEWED: .....................................................................
THEME START [circle] 1 2 3 4 5
Field Manager (checked):
(validated):
Data Manager (checked):
(entered):
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 72
Section 74
NOOSA SHIRE COUNCIL COMMUNITY SATISFACTION & ATTITUDES SURVEY QUESTIONNAIRE
RATING SHEET- IMPORTANCE OF SERVICES
RANKING
Crucial Important Quite Unimportant Not Don’t Not
Important Important Know App
At All
1. Basic Services & Infrastructure
Road Construction 5 4 3 2 1 9 7
Road Maintenance 5 4 3 2 1 9 7
Footpaths, Kerbing and Guttering 5 4 3 2 1 9 7
Street Lighting 5 4 3 2 1 9 7
Traffic Management 5 4 3 2 1 9 7
Parking Facilities 5 4 3 2 1 9 7
Public Transport 5 4 3 2 1 9 7
Drainage and Flood Mitigation 5 4 3 2 1 9 7
Waste Management 5 4 3 2 1 9 7
Community Health 5 4 3 2 1 9 7
2. Community Lifestyle Services
Parks, Playgrounds and Public Amenities 5 4 3 2 1 9 7
Environmental Controls 5 4 3 2 1 9 7
Environmental Protection and Conservation 5 4 3 2 1 9 7
Heritage Protection 5 4 3 2 1 9 7
Sporting and Recreational Facilities 5 4 3 2 1 9 7
Cultural and Entertainment Facilities 5 4 3 2 1 9 7
Libraries and other Information Access 5 4 3 2 1 9 7
Community Safety 5 4 3 2 1 9 7
Community Service 5 4 3 2 1 9 7
Pet/Animal Control 5 4 3 2 1 9 7
Shopping Facilities 5 4 3 2 1 9 7
Community Development 5 4 3 2 1 9 7
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 73
Section 75
RATING SHEET- IMPORTANCE OF SERVICES
RANKING
Crucial Important Quite Unimportant Not Don’t Not
Important Important Know App
At All
3. Managing the Region
Town Planning 5 4 3 2 1 9 7
Building Control 5 4 3 2 1 9 7
Economic Development/Local Employment 5 4 3 2 1 9 7
Development of Tourism 5 4 3 2 1 9 7
Financial Management 5 4 3 2 1 9 7
Revenue Raising 5 4 3 2 1 9 7
Staff Management 5 4 3 2 1 9 7
Disaster Management 5 4 3 2 1 9 7
4. Customer Services and Communication
Customer Service 5 4 3 2 1 9 7
Information Services 5 4 3 2 1 9 7
Informing the Community 5 4 3 2 1 9 7
Consulting the Community 5 4 3 2 1 9 7
Responding to the Community 5 4 3 2 1 9 7
Providing Leadership & Advocacy 5 4 3 2 1 9 7
5. Qualities of Council
Quality of Elected Council (as a whole) 5 4 3 2 1 9 7
Quality of Councillor(s) Dealt with 5 4 3 2 1 9 7
Managerial and Supervisory Efficiency 5 4 3 2 1 9 7
Quality and Performance of Outdoor Workers 5 4 3 2 1 9 7
Quality and Performance of Indoor Staff 5 4 3 2 1 9 7
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 74
Section 76
RATING SHEET - COUNCIL PERFORMANCE
RATING
Very Fair Very Don’t Not
1.Basic Services & Infrastructure Good Good Only Poor Poor Know Applic.
Road Construction 5 4 3 2 1 9 7
Road Maintenance 5 4 3 2 1 9 7
Footpaths, Kerbing and Guttering 5 4 3 2 1 9 7
Street Lighting 5 4 3 2 1 9 7
Traffic Management 5 4 3 2 1 9 7
Parking Facilities 5 4 3 2 1 9 7
Public Transport 5 4 3 2 1 9 7
Drainage and Flood Mitigation 5 4 3 2 1 9 7
Waste Management 5 4 3 2 1 9 7
Community Health 5 4 3 2 1 9 7
2. Community Lifestyle Services
Parks, Playgrounds and Public Amenities 5 4 3 2 1 9 7
Environmental Controls 5 4 3 2 1 9 7
Environmental Protection and Conservation 5 4 3 2 1 9 7
Heritage Protection 5 4 3 2 1 9 7
Sporting and Recreational Facilities 5 4 3 2 1 9 7
Cultural and Entertainment Facilities 5 4 3 2 1 9 7
Libraries and other Information Access 5 4 3 2 1 9 7
Community Safety 5 4 3 2 1 9 7
Community Service 5 4 3 2 1 9 7
Pet/Animal Control 5 4 3 2 1 9 7
Shopping Facilities 5 4 3 2 1 9 7
Community Development 5 4 3 2 1 9 7
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 75
Section 77
RATING SHEET - COUNCIL PERFORMANCE
RATING
Very Fair Very Don’t Not
Good Good Only Poor Poor Know Applic.
3. Managing the Shire
Town Planning 5 4 3 2 1 9 7
Building Control 5 4 3 2 1 9 7
Economic Development/Local Employment 5 4 3 2 1 9 7
Development of Tourism 5 4 3 2 1 9 7
Financial Management 5 4 3 2 1 9 7
Revenue Raising 5 4 3 2 1 9 7
Staff Management 5 4 3 2 1 9 7
Disaster Management 5 4 3 2 1 9 7
4. Customer Services and Communication
Customer Service 5 4 3 2 1 9 7
Information Services 5 4 3 2 1 9 7
Informing the Community 5 4 3 2 1 9 7
Consulting the Community 5 4 3 2 1 9 7
Responding to the Community 5 4 3 2 1 9 7
Providing Leadership & Advocacy 5 4 3 2 1 9 7
5. Qualities of Council
Quality of Elected Council (as a whole) 5 4 3 2 1 9 7
Quality of Councillor(s) Dealt with 5 4 3 2 1 9 7
Managerial and Supervisory Efficiency 5 4 3 2 1 9 7
Quality and Performance of Outdoor Workers 5 4 3 2 1 9 7
Quality and Performance of Indoor Staff 5 4 3 2 1 9 7
OVERALL PERFORMANCE RATING 5 4 3 2 1 9 7
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 76
Section 78
These next few questions are about you and your household.
Q.3 Do you have a plan in your household for emergencies or a 'disaster management plan'?
Yes 1 No 2
Q.4 Council consistently strives to strike the right balance between providing the best possible
services and operating within its financial means. Would you prefer that Council…..
Provided improved or increased services, at a higher cost to ratepayers 1
{that is, funded through an increase in rates).
Reduced services and lowered the cost to ratepayers. 2
Neither a) nor b) - leave things as they are. 3
Q.3 Have you had any contact with the Noosa Council or attended a council facility in the past 12
months?
Yes 1 (Continue to Q.3a) No 2 (Go to Q.4)
3.a (Only if 'Yes' in Q.3) Thinking about the contact you've had with Noosa Council, how would you
rate that experience on a scale of 5 to 1, 5 being Very good and 1 being Very Poor?
Please feel free to say Not Applicable at any point.
Very Good Fair Poor Very Not
Good Poor Applicable
Answering telephone calls 5 4 3 2 1 6
Council's main Tewantin office 5 4 3 2 1 6
Email and on-line enquiries 5 4 3 2 1 6
Return of call as promised 5 4 3 2 1 6
5 4 3 2 1 6
After hours emergency service phone contacts
Acknowledgment of written correspondence 5 4 3 2 1 6
Effectiveness in handling of complaints 5 4 3 2 1 6
Effectiveness in responding to requests 5 4 3 2 1 6
Q.4 Council is consistently striving to communicate well with residents. Where do you source your
Council information from about a project or an issue?
Local newspapers 1 Letterbox drops 6
Council's website 2 Other (Please specify) *
Social media (Facebook, Instagram) 3
Council's customer service staff 4 ____________________________
Council's subscribed e-newsletter 5
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 77
Section 79
Q.5 There are many things that people
use to judge their lifestyle and the quality of the community. Please tell me three
things that are important to you.
1)
2)
3)
Q.6 What do you think the greatest challenge will be for your local area in the next few
years?
________________________________________________________________
Q.7 On a scale of 5 to 1, 5 being completely satisfied to 1 being completely
dissatisfied. How satisfied are you with feeling part of your community?
1 2 3 4 5 6 (DK)
And just to double check that we are covering a cross-section of people in our survey ......
b) What is the present occupation of the main income-earner of your household?
Manager/Administrator/Professional 1
Para-professional/Trades person 2
Clerical worker/ Sales or Personal Service worker 3
Plant or machine operator/ Driver/ Labourer/ Farm worker 4
Main income-earner not working / No breadwinner 5
b) What is your household situation? Are you...
Living alone 1
A single person, sharing accommodation 2
Living as a couple 3
Living as a family (2 parent) 4
Living as a family (1 parent) 5
Thank you very much for assistance.
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 78