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

As can be seen from the chart above, in 2021 Noosa is below the overall average TPI in all 5
areas. The stand-out themes are:

     •    Customer Service and Communication experienced the greatest reduction in TPI from
          the 2019 result – 70.56% versus 75.41% in 2019
     •    Community Lifestyle Services, Qualities of Council and Basic Services and Infrastructure
          TPI reduced in 2021 from 2019 results, on average by 2.4%.
     •    Managing the Shire TPI was stable or on par with 2019 result (73.23% in 2021 versus
          73.25% in 2019)

(The LGAQ has decided to forego the state-wide Community Satisfaction Study via telephone
contact).

Areas Rated as Being ‘High’ on Performance

In 2021, there are some additional responsibility areas that the community has judged Council
to be performing better compared to 2019 and 2017. These include:
    • Park, Playgrounds & Public Amenities – Least Important in 2019
    • Environment protection & Conservation – Average in 2019
    • Environment Controls – Average in 2019 and Average in 2017
    • Revenue Raising – Average in 2019
    • Community Health – Average in 2019 and Average in 2017
    • Community Services – Average in 2017

                                           Highest Performers
                                                                                                               83.00%
              Libraries & other Information Access                                                             82.9%
                                                                                                                     84.90%

                                                                                             78.30%
                             Disaster Management                                                79.40%
                                                                                                     80.9%
                                                                                                          81.20%
                               Waste Management                                                            81.50%
                                                                                                        80.6%
                                                                                             78.30%
            Parks, Playgrounds & Public Amenities                                              78.9%
                                                                                               78.60%
                                  Customer Service                                     76.5%
                                                                                                         81%

                                                                                 74.90%
           Evironment Protection & Conservation                                      76.3%
                                                                                      76.10%
                                 Community Safety                                     76.3%
                                                                                            78.10%

                                                                                               78.40%
            Quality & Performance of Indoor Staff                                  75.8%
                                                                                               78.40%

                           Environmental Controls                                  75.8%
                                                                           73%
                                    Revenue-raising                                75.7%
                                                                                   75.70%
                               Information services                                75.6%
                                                                                                 79.20%

                                                                                               78.50%
      Quality & Performance of Outdoor Workers                                   75.1%
                                                                                               78.40%

                               Community Services                                75.1%
                                                                                         77.10%

                                 Community Health                             74.1%

                                                  66.0% 68.0% 70.0% 72.0% 74.0% 76.0% 78.0% 80.0% 82.0% 84.0% 86.0%

                                   Noosa 2017         Noosa 2019         Noosa 2021

Note - Responsibility Area TPI only shown if also Highest Performer for 2017 and 2019.
Noosa Customer Satisfaction Survey 2021         MARKET FACTS (QLD) PTY LTD                                                    3