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

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