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

                                           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