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

     1. INTRODUCTION
Market Facts was commissioned by the Noosa Shire Council in May 2017 to conduct a
benchmark survey of community attitudes measuring levels of satisfaction with the services
provided by Council. This 2021 customer satisfaction research is a follow up tracking survey to
the 2017 and 2019 surveys.

As in 2017 and 2019, this survey also included ‘supplementary questions’ - public opinion
measures of a number of other current issues that the Council required community feedback
on.

Objectives of Survey

The objectives are to:

     (a) Survey relevant categories of the members of the Noosa Shire Council community, in
         order to:

     •    provide measurements of resident’s attitudes and opinions, and
     •    provide diagnostic information and analyses,

     regarding the extent to which the Council’s provision of works, facilities and relevant
     administrative services meets the community’s perceived priorities.


     (b) Provide number-based detail which can be used to calculate relative priorities between
         the 41 primary policy areas for which Council is responsible according to the “weighted
         averages” of community perceptions, after taking into account both existing Council
         Performance as well as basic community priorities (i.e. ratings for Importance).


Themes of Council Responsibility

At the core of the benchmarking process is the evaluation by residents in the community of the
broad array of Council responsibilities (services and activities), divided into five Themes. These
services and activities are defined in Section 3.4, and are as follows:

     1.   Basic services & Infrastructure
     2.   Community Lifestyle Services
     3.   Managing the Shire/City
     4.   Customer Services and Communications
     5.   Qualities of Council




Noosa Customer Satisfaction Survey 2021   MARKET FACTS (QLD) PTY LTD                            8