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

Theme 4: Customer Service and Communication


Table 13 - Theme 4: Customer Service and Communication                                  IMPORTANCE
                 TOTA    RAN        Crucial   Import.       Nice to         Not very   Quite Un-     Don't    Not    Noosa        Noosa     Noosa    Noosa
                   L      K                                  have           Import.     Import.      Know     App.   Mean         Mean      Mean     Mean
                                                                                                                     2021         Online    2019     2017
                                                                                                                                  2021

Customer
Service          400      3         31.8%      60.3%         6.0%            1.5%        0.3%        0.0%     0.3%    4.22         4.17      4.28     4.37
Information                                                                                                                        4.03
Services         400      4         29.3%      62.0%         7.3%            1.0%        0.3%        0.0%     0.3%    4.19                   4.22     4.24
Informing the
Community        400     2=         46.8%      46.8%         5.0%            1.3%        0.0%        0.0%     0.3%    4.39         4.35      4.29     4.34
Consulting
the
Community        400     2=         47.3%      45.3%         6.0%            1.3%        0.0%        0.0%     0.3%    4.39         4.60      4.31     4.39
Responding
to the
Community        400     1=         52.3%      41.5%         5.3%            0.5%        0.3%        0.0%     0.3%    4.45         4.57      4.31     4.42
Providing
Leadership &
Advocacy         400     1=         53.8%      38.5%         6.5%            0.0%        0.8%        0.3%     0.3%    4.45         4.33      4.29     4.25
                                                           AVERAGE FOR THEME AS A WHOLE                               4.35         4.34      4.28     4.33


Table 14 - Theme 4: Customer Service and Communication PERFORMANCE
                          TOTAL       RANK    Very       Good       Fair       Poor     Very       Don't     Not     Noosa       Noosa     Noosa    Noosa
                                              Good                  Only                Poor       Know      App.    Mean        Mean      Mean     Mean
                                                                                                                     2021        Online    2019     2017
                                                                                                                                 2021

Customer Service              400       1     16.3%      48.0%      20.8%       3.8%    1.3%       9.5%      0.5%    3.83        3.64        4.05      3.93
Information Services
                              400       2     16.3%      49.3%      24.0%       5.5%    0.8%       4.0%      0.3%    3.78        3.59        3.96      3.78
Informing the
Community                     400       4     11.5%      42.8%      30.8%       9.3%    3.8%       1.8%      0.3%    3.50        3.53        3.76      3.67
Consulting the
Community                     400       5     6.5%       37.5%      33.3%      11.5%    7.0%       4.3%      0.0%    3.26        3.15        3.61      3.48
Responding to the
Community                     400       6     4.5%       41.0%      28.5%      14.0%    7.8%       3.5%      0.8%    3.21        3.09        3.59      3.49
Providing Leadership &
Advocacy                      400       3     9.0%       46.8%   28.5%    4.0%   2.5%     8.8%               0.5%    3.61        3.32        3.66      3.54
                                                                 AVERAGE FOR THEME AS A WHOLE
                                                                                                                     3.53        3.39        3.77      3.65




Noosa Customer Satisfaction Survey 2021              MARKET FACTS (QLD) PTY LTD                                             31