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

Effectiveness in handling complaints

     •    43.1% of respondents who contacted the Council rated this aspect of service as ‘Good’ (23.7%) or ‘Very good’
          (19.4%), compared to 45.5% in 2019 and 27.8% of the online survey in 2021.

                                               Effectiveness in handling of complaints
                                 30.0
                                           25.1
                                                            23.7
                                 25.0
                                                         20.4                                                 21.0
                                               19.4                                                              18.8
                                 20.0
                                                                     16.2
                                                                        12.9                       13.7
                                 15.0                                                 11.5
                                                                                   9.6
                                 10.0                                                            7.7

                                  5.0

                                  0.0
                                           Very good      Good        Fair          Poor       Very poor        Not
                                                                                                             applicable

                                                                 Noosa 2019       Noosa 2021

          Significant variances were by:
          Age
          34.8% aged 65 years and over – Not applicable

Effectiveness in responding to requests

     •    55.4% of respondents who contacted the Council rated this aspect of service as ‘Good’ (28.8%) or ‘Very good’
          (26.6%), compared to 55.6% in 2019 and 35.8% of the online survey in 2021.
     •    20.9% of respondents rated this aspect of service as ‘Poor’ (10.8%) or ‘Very poor’ (10.1%) in 2021, compared
          to 16.2% in 2019 and 29.7% of the online survey in 2021.


                                                  Effectiveness in responding to requests
                                   35.0
                                              28.7            28.8
                                   30.0          26.6      26.9
                                   25.0
                                   20.0
                                                                       14.414.4                                 13.8
                                   15.0                                                 10.8      10.810.1
                                                                                                                    9.3
                                   10.0
                                                                                     5.4
                                     5.0
                                     0.0
                                             Very good      Good         Fair         Poor       Very poor        Not
                                                                                                               applicable

                                                                   Noosa 2019       Noosa 2021

          Significant variances were by:
          Age
              • 21.7% aged 65 years and over – Not applicable




Noosa Customer Satisfaction Survey 2021           MARKET FACTS (QLD) PTY LTD                                       46