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

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