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

Customer Service and Communications Theme

 Function/Responsibility             Examples/Clarification
 Customer Service                    Accessible & adequate facilities for dealing with and responding to contacts from
                                     stakeholders and the general public, handling enquiries / requests / complaints
 Information Services                Maintaining and updating databases on Council facilities & services including rates &
                                     property information, water/sewerage/drainage networks, community services, etc
 Informing the Community             Keeping the community informed of Council policies, plans, programs & activities
                                     through newsletters & other means, advising of community issues to be debated
 Consulting the Community            Ensuring community input into Council policies, plans & programs by regularly
                                     canvassing residents’ opinions & priorities and by maintaining effective relationships
                                     with the broad range of community groups
 Responding to the                   Providing feedback on community input, taking action where appropriate to
 Community                           implement community priorities, being accessible to all members of the community
                                     including minority groups
 Providing Leadership &              Representing local community needs & interests to other spheres of government
 Advocacy                            (including government authorities) and to other outside organisations whenever
                                     relevant, supporting civic pride & local identity, promoting accountability & best
                                     practice



Weighted Performance Index (in order of Importance)

Table 5 – Weighted TPI Customers Service and Communication
 Theme 4                           2021 Survey
 Customer Service and              Importance        Performance          Performance
 Communication                     Means             Means                Indexes
 Responding to the
                                          4.45                3.21
 Community                                                                     64.3%
 Providing Leadership &
                                          4.45                3.61
 Advocacy                                                                      72.3%
 Informing the Community                  4.39                3.50             70.0%
 Consulting the community                 4.39                3.26             65.2%
 Customer Service                         4.22                3.83             76.5%
 Information services                     4.19                3.78             75.6%
 MEANS                                    4.35                3.53
 Total Performance Index                                                       70.56%



The weighted Total Performance Index (TPI) for Customer Service & Communications for 2021
is 70.56% (75.41% in 2019 and 72.94% in 2017)




Noosa Customer Satisfaction Survey 2021          MARKET FACTS (QLD) PTY LTD                                       19