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

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