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

EXECUTIVE SUMMARY
This 2021 tracking survey is a follow up to the 2019 survey and 2017 benchmark study for Noosa
Shire Council. In 2021, Council is performing below the results for 2019. Average Total
Performance Index (TPI) for the survey was calculated at 72.07% (74.59% in 2019 and 73.24%
in 2017).

It is our observation that community sentiment when measuring Council performance,
compared to two years ago is generally less positive. As further evidence of this, other similar
Councils who have recently completed these surveys recorded lower TPIs. In relative terms
Noosa’s TPI of 72.07% is also quite high, so although a lower result than in 2019, it is still above
similar sized council in Queensland.

This survey measures the community’s satisfaction with 41 Council services including how
important a service is and the how well the Council is performing. Four hundred (400) Noosa
residents were surveyed from across the Shire from different demographic groups; age,
gender. Home ownership status (renting versus home ownership) and current work status (full-
time employment, retired and casual etc). This ensures that the results are statistically reliable,
and that Council can be confident that these accurately reflect the perception of the general
community of Noosa Shire. In addition to the telephone survey, Council also hosted an online
version of the survey on their website. A total of 165 community members completed the
online survey. Where appropriate the results are presented for comparison throughout this
report.

To further breakdown Noosa’s 2021 results, the following chart shows the 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 CSS.


                                          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


Noosa Customer Satisfaction Survey 2021           MARKET FACTS (QLD) PTY LTD                                             2