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

3.5 COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES)

This section compares importance and performance means for each theme.

Explanation of Importance & Performance

The MEAN is an average of the IMPORTANCE or PERFORMANCE ratings given by all
respondents, using 5-point scales with clarifying semantic differentials as follows:

                IMPORTANCE                                               PERFORMANCE
                Crucial                   (5)                    Very Good             (5)
                Important                 (4)                    Good                  (4)
                Nice to Have              (3)                    Fair Only             (3)
                Unimportant               (2)                    Poor                  (2)
                Quite Unimportant         (1)                    Very Poor             (1)

In both measurements, provision was also made for unprompted ‘Don't Know’ or
‘Not Applicable’ responses. These were factored out of the calculations by giving
them a value = 0.

While the words used in the Performance Scales each have an obvious meaning, those used in
the Importance Scales were explained in detail to all respondents by the interviewers:
    • ‘Crucial’ means that it is a service or activity that the community must have and that it
        is vital for the Council either to do or to get involved in to make sure that it is done by
        someone.
    • ‘Important’ is for something that you certainly expect your Council to do, provide or
        make sure that somebody else provides it.
    • ‘Nice to Have’ means just that, as does ‘Not Very Important’.
    • ‘Quite Unimportant’ means unnecessary - something that in any Council cutbacks
        would be the first to go.

Achieved MEAN scores should thus be considered in relation to the scale being applied. For
example:
    • a MEAN of 4.5 on Importance indicates that the particular responsibility/quality is
       adjudged mid-way between Important and Crucial.
    • a MEAN of 3.5 for Performance means that the Council is seen as mid-way between
       Fair Only and Good in being effective/delivering service on that particular criterion.

Two sets of tables for each Theme are included in Section 3.6, namely the:

     •    first set of tables deals with the community’s priorities - the IMPORTANCE of each Area
          of Responsibility/Service; and

     •    second set of tables deals with the community’s perceptions of what is actually the
          case - the ratings for COUNCIL PERFORMANCE in each Area of Responsibility /
          Service.

Significant Variances from these sample averages/ratings by age, gender and homeownership
status are presented at the end of each theme, where applicable for each responsibility
within the theme.


Noosa Customer Satisfaction Survey 2021     MARKET FACTS (QLD) PTY LTD                          21