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

Satisfaction with Service Levels

     •    77.3% of respondents (compared to 88% in 2019 and 86% in 2017) indicated that
          they preferred that Council ‘leave things as they are’ when trying to strike a balance
          between providing the best possible service and operating within its financial means.
     •    14.5% indicated that they would be prepared to pay more through their rates for an
          improved/increased level of service, compared to 9.3% in 2019.


Rating of aspects of the service
 Key Service Aspects                Summary of Ratings
 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.

 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.

 Email and on-line enquiries        •     36.7% of respondents who contacted the Council rated this contact as
                                          ‘Good’ (20.9%) or ‘Very good’ (15.8%), compared to 25.8% in 2019

 Return of call as promised         •     28.8% of respondents who contacted the Council rated this contact as
                                          ‘Good’(17.3%) or ‘Very good’(11.5%), compared to 47.3% in 2019.

 After hours emergency service      •     For 82% of respondents who made contact with Council, this aspect was
 phone contacts                           ‘Not applicable’, compared to 91.6% in 2019.

 Acknowledgement of written         •     30.9% of respondents who contacted the Council rated this contact as
 correspondence                           ‘Good’ (15.8%) or ‘Very good’ (15.1%). Compared to 18% in 2019.

 Effectiveness in handling          •     43.1% of respondents who contacted the Council rated this aspect of
 complaints                               service as ‘Good’ (23.7%) or ‘Very good’ (19.4%), compared to 45.5% in
                                          2019.

 Effectiveness in responding to     •     55.4% of respondents who contacted the Council rated this aspect of
 requests                                 service as ‘Good’ (28.8%) or ‘Very good’ (26.6%), compared to 55.6% in
                                          2019.
                                    •     20.9% of respondents rated this aspect of service as ‘Poor’ (10.8%) or
                                          ‘Very poor’ (10.1%).

Best method to seek information from Council about a project or an issue

     •    Council’s website (35.5%) was the most popular method by which respondents would
          choose to seek information from Council about a project or an issue. This was
          followed by Local newspaper (29.3%) and social media (Facebook) (25%).




Noosa Customer Satisfaction Survey 2021          MARKET FACTS (QLD) PTY LTD                                        6