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

SUMMARY
This 2021 tracking survey is a follow up to the 2019 survey and 2017 benchmark study for Noosa Shire Council. In 2021,
Council is performing below the results for 2019. Average Total Performance Index (TPI) for the survey was calculated
at 72.07% (74.59% in 2019 and 73.24% in 2017).

It is our observation that community sentiment when measuring Council performance, compared to two years ago is
generally less positive. As further evidence of this, other similar Councils who have recently completed these surveys
recorded lower TPIs. In relative terms Noosa’s TPI of 72.07% is also quite high, so although a lower result than in 2019,
it is still above a similar sized council in Queensland.

However, to further breakdown Noosa 2021 results, the following chart show comparison of the Total Performance
Index (TPI) for Noosa 2021, 2019 and 2017 (including the 2017 LGAQ CSS State-wide and Provincial averages) across all
five Themes. (The LGAQ has decided to forego the state-wide Community Satisfaction Study via telephone
contact).

                                             Comparison of Performance Indices

                                                                                                     69.39%
                                                                                                    69.17%
         OVERALL TOTAL PERFORMANCE INDEX (TPI)                                                                        73.24%
                                                                                                                           74.59%
                                                                                                                  72.07%

                                                                                                     69.45%
                                                                                                     69.40%
                          Qualities of Council                                                                                      76.03%
                                                                                                                                   75.75%
                                                                                                                         73.54%

                                                                                          66.38%
                                                                                        65.92%
            Customer Services and Communications                                                                       72.94%
                                                                                                                                  75.41%
                                                                                                            70.56%

                                                                                        65.65%
                                                                                        65.75%
                        Managing the Shire/City                                                                      72.31%
                                                                                                                         73.25%
                                                                                                                         73.23%

                                                                                                                 72.02%
                                                                                                                 72.13%
                      Community Lifestyle Services                                                                                75.17%
                                                                                                                                           77.66%
                                                                                                                                74.86%

                                                                                                             70.57%
                                                                                                          69.93%
                     Basic Services / Infrastructure                                                      69.91%
                                                                                                            70.42%
                                                                                                 68.06%


                                                    56.00%        60.00%       64.00%     68.00%           72.00%            76.00%          80.00%

                      LGAQ STATEWIDE 2017              LGAQ Provincial 2017     Noosa 2017         Noosa 2019             Noosa 2021



The chart above, shows the Noosa TPI 72.07% (74.59% in 2019 and 73.24% in 2017) compared to TPI for the 5 key
themes. As can be seen from the chart above, in 2021 Noosa is below 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)


Noosa Customer Satisfaction Survey 2021           MARKET FACTS (QLD) PTY LTD                                            55