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

3    (a) Experience rating with Noosa Council

Respondents who contacted the Council were asked to rate a number of aspects of the service that was provided
including feedback on the following:

Answering telephone calls

     •    62.6% of respondents who contacted the Council rated this aspect of service as ‘Good’ (20.9%) or ‘Very good’
          (41.7%), compared to 74.8% in 2019 and 62.9% of the online survey in 2021.


                                                       Experience rating - telephone calls
                                  50.0      46.1
                                                41.7
                                  40.0
                                                          28.7
                                  30.0                                                                            23.0
                                                              20.9
                                  20.0                                                                        12.0
                                                                         9.6 8.6
                                  10.0                                                1.8 2.2      1.8 3.6
                                   0.0
                                           Very good       Good           Fair         Poor       Very poor      Not
                                                                                                              applicable

                                                                     Noosa 2019      Noosa 2021

          Significant variances were by:
          Gender
     •    33.8% - Female – Not applicable
          Age
     •    13.3% aged 55-64 years – Very poor
     •    37% aged 65 years and over – Not applicable

Council’s main Tewantin office

     •    45.3% of respondents who contacted the Council rated this aspect of service as ‘Good’ (21.6%) or ‘Very good’
          (23.7%), compared to 60.4% in 2019 and 55.6% of the online survey in 2021.

                                                      Experience rating - Tewantin Office
                                50.0
                                                                                                                      43.2
                                45.0
                                40.0
                                35.0      32.3                                                                  31.2
                                                         28.1
                                30.0          23.7
                                25.0                        21.6
                                20.0
                                15.0                                           9.4
                                10.0                                     5.4
                                 5.0                                                   1.8 1.4      1.2 0.7
                                 0.0
                                          Very good       Good            Fair          Poor      Very poor       Not
                                                                                                               applicable

                                                                     Noosa 2019      Noosa 2021


          Significant variances were by:
          Age
              • 42.9% aged 44-54 years – Good
              • 58.7% aged 65 years and over – Not applicable
Noosa Customer Satisfaction Survey 2021          MARKET FACTS (QLD) PTY LTD                                      43