2022-01-17 - GC Agenda - Item 6 - Attachment 1 - Noosa Council Community Satisfaction Survey 2021 by Market Facts Qld Pty Ltd

     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