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2022-01-17 - GC Agenda - Item 6 - Attachment 1 - Noosa Council Community Satisfaction Survey 2021 by Market Facts Qld Pty Ltd
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Customer Service & Communication:
Importance & Performance
Importance Means Performance Means
Customer Service
5.00
4.00
MEANS 3.00 Information services
2.00
1.00
0.00
Providing Leadership & Informing the
Advocacy Community
Responding to the Consulting the
Community community
The average level of Importance for the responsibilities in this Theme is 4. 35 (compared to 4.28 in 2019 and 4.33 in
2017). For the online survey (undertaken in 2021 only) the Importance mean was 4.34.
The average performance rating for this Theme is 3.53 (compared to 3.77 in 2019 and 3.65 in 2017). For the online
survey (undertaken in 2021 only) the Performance mean was 3.39.
The responsibility areas that were rated as having the largest gaps between importance and performance are graphically
shown above and summarised in the table below.
For this Theme, those responsibility areas with a gap (between importance and performance) of greater than 0.80 are
considered to be the future ‘differentiators’ for Council and where significant effort by Council should be directed in
future planning, so that service expectations and delivery performance can be better met.
Importance Performance Difference
Means Means
Responding to the Community 4.45 3.21 1.24
Consulting the community 4.39 3.26 1.13
Informing the Community 4.39 3.50 0.89
Providing Leadership & Advocacy 4.45 3.61 0.84
Information services 4.19 3.78 0.41
Customer Service 4.22 3.83 0.40
MEANS 4.35 3.53
Noosa Customer Satisfaction Survey 2021 MARKET FACTS (QLD) PTY LTD 32
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