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2019-06-11 S&O Committee Agenda - Item 19 - Attachment 1 - Community Satisfaction Survey Noosa Shire Council 2019
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Services & Organisation Committee
11 June 2019
Attachment 1 to Item 19
Community Satisfaction Survey
NOOSA SHIRE COUNCIL
May 2019
Noosa Customer Satisfaction Survey 2019
MARKET FACTS (QLD) PTY LTD 1
Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
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Full text of sections 2 to 114 (of 132)
Section 2
TABLE OF CONTENTS
INTRODUCTION 3
Objectives of Survey 3
Themes of Council Responsibility 4
Structured Sample Survey 9
Briefing Material Supplied to Participants 9
Data Processing and Analysis 9
Reliability of the Findings 10
RESPONDENT PROFILE 11
OVERALL PERFORMANCE RATINGS 14
The Unweighted Overall Performance Rating 14
The Sample as a Whole – Direct Questioning 15
‘Non-participants’ in the Survey 15
The Weighted Aggregated Total Performance Rating 16
COMPARISON OF PERFORMANCE INDICES 17
ANALYSIS OF KEY POINTS 18
Areas of Lowest Performance Relative to Importance 18
Areas of Highest Performance Relative to Importance 19
Areas of Average Performance 20
Areas of Least Importance 21
EVALUATIONS OF TOTAL PERFORMANCE 22
Weighted Performance Indicators 22
Basic Services & Infrastructure 23
Community Lifestyle Services 24
Managing the Shire 25
Customer Service and Communications 26
Qualities of Council 27
COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES) 28
IMPORTANCE 29
Theme 1: Basic Services & Infrastructure IMPORTANCE 29
Theme 2: Community Lifestyle Services IMPORTANCE 35
Theme 3: Managing the Shire IMPORTANCE 42
Theme 4: Customer Service and Communication IMPORTANCE 47
Theme 5: Quality of Council IMPORTANCE 51
PERFORMANCE 55
Theme 1: Basic Services & Infrastructure PERFORMANCE 55
Theme 2: Community Lifestyle Services PERFORMANCE 61
Theme 3: Managing the Shire PERFORMANCE 68
Theme 4: Customer Service and Communication PERFORMANCE 73
Theme 5: Quality of Council PERFORMANCE 77
PUBLIC OPINION QUESTIONS – KEY FINDINGS 81
SUMMARY 101
APPENDIX 109
Noosa Customer Satisfaction Survey 2019
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Section 3
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 customer satisfaction research is a follow up tracking survey and was
undertaken in April 2019.
As in 2017, this survey also included ‘supplementary questions’ - public opinion measures of a
number of other current issues that the Council requires 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:
(i) provide measurements of residents’ attitudes and opinions, and
(ii) 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) Compare the results against the most recent (July 2017) Provincial LGA ‘norms’
established by the LGAQ’s biennial surveys.
(c) 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).
*For LGAQ biennial surveys include 42 responsibility/primary policy areas. Noosa CSS deleted
responsibility areas: ‘water supply’ and ‘sewerage’ (activities not undertaken by Noosa Shire Council)
and included additional responsibility area – ‘disaster management’.
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Section 4
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 Themes are:
Areas of Council Responsibility
THEME (1) Basic Services and Infrastructure
Function/Responsibility Examples/Clarification
Road Construction Constructing new or upgrading existing roads
Road Maintenance Repairing potholes and damaged road shoulders;
street sweeping and verge mowing
Footpaths, Kerbing & Guttering Construction and maintenance of safe footpaths,
kerbs and gutters
Street Lighting Funding the provision and upkeep of lights on Council
streets/roads
Traffic Management Traffic planning, traffic lights, roundabouts, traffic
`calming' and directional signage
Parking Facilities Establishing parking policies, parking control, provision
of or assessment of requirement for on and off-street
parking
Public Transport Either providing or ensuring the provision of an
adequate system of public transport
Drainage & Flood Mitigation Construction and maintenance of open and
underground stormwater drains, levee banks, division
channels etc
Waste Management Garbage collection and disposal, waste minimisation
(recycling and composting), street bins
Community Health Inspection of restaurants/cafés/shops,
mosquito/midge spraying, cemeteries
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Section 5
THEME (2) Community Lifestyle Services
Function/Responsibility Examples/Clarification
Parks, Playgrounds & Public Development and maintenance of open space areas,
Amenities parks, children's play-grounds and public toilets
Environmental Controls Enforcement of regulations on air, water and noise
pollution
Environmental Protection & Tree planting, bushland acquisition, noxious weeds
Conservation eradication, foreshore protection, preservation of
natural areas.
Heritage Protection Preservation of historic buildings, monuments,
facilities, artefacts, and indigenous & other records
Sporting & Recreational Facilities Public swimming pools, sports-fields, land and/or
support for clubs & their facilities
Cultural & Entertainment Facilities Civic centre, public halls, art gallery/museum,
community arts programs, community festivals
Libraries & Other Information Public library, Internet access, CD ROM's
Access
Community Safety Safety action plans, safety audits, signage, security
patrols & cameras, beach & pool lifeguards,
community education & awareness programs
Community Services Programs and facilities that meet the needs of a
range of stakeholder groups (such as senior citizens,
young people, families, indigenous, disabled, non-
English speaking background)
Pet / Animal Control Registration, impounding of strays, control of feral
animals
Shopping Centres Ensuring the provision of adequate shopping
facilities to meet the needs and convenience of local
residents
Community Development Working with (& supporting) community
organisations and special-interest groups to develop
strong, sustainable & self-reliant communities
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Section 6
THEME (3) Managing the Shire
Function/Responsibility Examples/Clarification
Town Planning Planning and zoning for the purposes of residential, rural,
commercial, industrial, recreational, open space & public
infrastructure development including urban renewal &
CBD redevelopment, rules regarding land usage
Building Control Development and building approvals & controls, building
& plumbing inspections, swimming pool fencing
Economic Development & Local Promoting/supporting increased economic activity and
Employment increased local employment opportunities, attracting
investment
Development of Tourism Area promotion, tourist information facilities, visitor care
programs, caravan parks, promoting/supporting
additional tourism activities
Financial Management Responsible, open and accountable management of the
Council's finances
Revenue Raising Establishing fair and equitable rating for residential, rural,
commercial and other sectors; applying a fair and
reasonable balance between income from rates and from
user-pays fees and charges
Staff Management Selection of skilled and qualified staff and ongoing
training and personal development for Council
employees
How Council will undertake recovery operations during
Disaster Management and following a disaster - planning for the management
and coordination of recovery.
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Section 7
THEME (4) Customer Services and Communication
Function/Responsibility Examples/Clarification
Customer Service Accessible & adequate facilities for dealing with and
responding to contacts from stakeholders and the general
public, handling enquiries / requests / complaints
Information Services Maintaining and updating databases on Council facilities
& services including rates & property information,
water/sewerage/drainage networks, community services,
etc
Informing the Community Keeping the community informed of Council policies,
plans, programs & activities through newsletters & other
means, advising of community issues to be debated
Consulting the Community Ensuring community input into Council policies, plans &
programs by regularly canvassing residents’ opinions &
priorities and by maintaining effective relationships with
the broad range of community groups
Responding to the Community Providing feedback on community input, taking action
where appropriate to implement community priorities,
being accessible to all members of the community
including minority groups
Providing Leadership & Representing local community needs & interests to other
Advocacy spheres of government (including government
authorities) and to other outside organisations whenever
relevant, supporting civic pride & local identity,
promoting accountability & best practice
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Section 8
THEME (5) Qualities of Council
Function/Responsibility Examples/Clarification
Elected Council (as a whole) Provides leadership & direction for the community, even-
handed, responsive, open & honest
Councillor(s) you deal with Reliable, dedicated, knowledgeable, helpful, readily accessible
Managerial & Supervisory Skilled & capable leaders and managers in control of their
Officers responsibilities and their staff
Outdoor Workers Competent, effective, efficient, get things done
Indoor Staff Accessible, courteous, helpful, believe in achieving solutions,
effective, efficient, knowledgeable
OVERALL COUNCIL Delivering a level of services and displaying a quality of
PERFORMANCE performance in fulfilling all responsibilities, regarded as
‘value for money’ for the rates and charges you pay
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Section 9
Structured Sample Survey
Random telephone calls were made to resident households throughout the Shire, using the
Electronic White Pages. These calls identified 400 residents aged 18 years and over who
indicated that they were ‘interested in discussing local government issues and expressing an
opinion about them’ and who were prepared to participate in the survey.
In order to enrol the sample of 400 respondents a total of 5498 attempted and 2407 connected
telephone calls were made.
Of the people we initially actually spoke to 46 were insufficiently interested in local government
or were prevented by other constraints from participating but did answer the ratings question.
Briefing Material Supplied to Participants
After despatching preliminary prompt material to those people who had agreed to participate,
follow-up telephone interviews were conducted by appointment. The material sent included
the explanation of the ‘Themes of Council Responsibility’ set out on the previous pages, the
method of rating for Importance and Performance, and also described the methods of rating.
A copy of this questionnaire is included in the Appendix of this report.
Data Processing and Analysis
The data has not been weighted. As a matter of course the data, after input, was cleaned and
logic-checked to ensure error-free detailed tables. All percentages in the tabular output have
been rounded to one decimal point. Significance tests have been applied to identify those
differences in response among the various subgroups which were highly unlikely to have
occurred due to chance.
All responses were coded and computer-analysed by the standard breaks of:
Gender
Age Group
Household Situation
Neighbourhood
Home Ownership
Present Work Status
These breaks were established to enable the identification of significant differences in response
patterns among the various community sectors represented by the sub-samples. For all analysis
of these standard demographic breaks, and for the local issues tables, we have applied
significance tests to the differences between the sub-samples and the total sample. These
appear in the tables as:
+++ significantly greater than the sample result at the 99% level of confidence
++ significantly greater than the sample result at the 95% level of confidence
+ significantly greater than the sample result at the 90% level of confidence
--- significantly lower than the sample result at the 99% level of confidence
-- significantly lower than the sample result at the 95% level of confidence
- significantly lower than the sample result at the 90% level of confidence
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Section 10
Tables included in this Report only show results for the Total Sample. However, a
comprehensive printout of all analyses has been closely examined in compiling the
commentary.
Average ratings for Importance and Performance were calculated - from which Weighted
Performance Indicators were derived for each parameter being rated. These were then
combined to provide a Weighted Performance Index for each of the five Themes of Council
Responsibility and for Overall Performance on all 41 Areas as a whole.
Reliability of the Findings
The findings of the survey are obviously subject to Sampling Error. The maximum Probable Error
of our total sample is ±4.11% at the 90% level of confidence. Comparisons between categories
and subgroups are subject to varying error depending on respondent frequencies and the
relative percentages of respondents falling in different response codes.
This survey is not designed to deliver definitive findings for individual Council areas.
By continuing to use the basic survey instrument and reporting methodology over an extended
period of time, data accumulated in the form of ‘norms’ permit ever more accurate and reliable
benchmarks to be established.
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Section 11
RESPONDENT PROFILE
The following section of the report provides a graphical summary of the demographic profile
of the respondents who participated in the survey. The sample averages for the following
demographic characteristics are reported, as follows by:
Gender
Age Group
Household Situation
Neighbourhood
Home Ownership
Present Work Status
The following profile of the survey respondents in Noosa Shire Council is important as it
provides an overview of the community members who have provided their opinion and
perceptions about Council in the following sections of this report.
In terms of gender, the screened sample of ‘interested’ respondents comprised (50.5%) males
and (49.5%) females.
Age group
18-34 yrs
13%
45-54 yrs
25%
35-44 yrs
19%
65 yrs and over
24%
55-64 yrs
19%
Due to the low incidence of the youngest age group (18-24 age group), it has been added to
the 25-34 years age group for the analysis in this report. This low response is typical and
indicates a much lower interest in local government matters.
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Section 12
Living
as a
Single /sharing Household Situation
accommodation Refused
family
3% 1%
(1
parent)
4%
Living alone
11%
Living as a family
(2 parent) Living as a couple
28% 53%
The majority (53%) of respondents were ‘living as a couple’ households.
Acreage or semi
rural (1/2 1 Neighbourhood
hectare)
9%
Truly rural area,
like living on a
farm
10%
Rural residential
(more than 1-2
hect.)
12%
Built up area,
living close to
neighbours
69%
Over two thirds (69%) of the respondents live in built up areas, close to neighbours.
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Section 13
Home ownership
Refused
0%
Renting
9%
Own home
91%
Renters account for 9% of respondents.
91% of respondents were home-owners.
Unemployed Present Work Status
3% Incapacitated
2%
Home duties
11% Retired
32%
Working part-
time
22%
Working full-time
30%
Just over half (52%) of the sample are either working in full or part time employment.
33% of respondents were retired.
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Section 14
OVERALL PERFORMANCE RATINGS
This Survey Method uses two different measurements of community perceptions of their level
of satisfaction with current Council performance – ‘direct’ and ‘calculated’.
The Unweighted Overall Performance Rating
This is obtained from a direct question to all survey participants. This question is the final one
in the rating procedure, and comes after having obtained respondents’ ratings for both the
Importance of each of the 41 Responsibility Areas the survey is about, and for Council
Performance in delivering each one of these Areas
In this final question, we ask our survey sample to give a rating of Overall Council Performance,
using as a basis for judgement the criterion of whether Council is:
‘delivering a level of services and displaying a quality of performance in fulfilling all
responsibilities, regarded as ‘value for money’ for the rates and charges you pay’.
During the initial enrolment process for the survey, we contact a number of residents who - for
one reason or another - are not prepared to undertake the main survey. We also ask all these
contacts - if we can start a conversation with them, and if they qualify as respondents - to give
a similar overall judgement before the contact is terminated. There were 25 of these contacts
in the process of enrolling our sample of 400.
The ratings of the two groups are presented together in the table below and then graphically
(overleaf) for this benchmark survey. A comparison with LGAQ 2017 survey results is also
provided in the table below and will be updated when results are available for LGAQ 2019
(approximately August 2017).
TOTAL Very Good Fair Poor Very Don't Not Mean
Good Only Poor Know App.
Total Queensland
700 4.9% 43.0% 39.7% 8.7% 3.7% 0.0% 0.0% 3.37
(LGAQ 2017)
FIRST CONTACT
25 24.0% 52.0% 12.0% 4.0% 0.0% 8.0% 0.0% 4.04
Noosa 2019
Overall Rating
400 14.0% 58.3% 21.5% 4.5% 1.5% 0.3% 0.0% 3.79
Noosa 2019
Provincial
280 5.4% 42.5% 37.1% 11.8% 3.2% 0.0% 0.0% 3.35
(LGAQ 2017)
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Section 15
Overall Performace - Direct Questioning
Very Poor
2%Don't Know
0%
Fair Only Not Applicable
21% 0%
Very Good
Poor 14%
5%
Good
58%
The Sample as a Whole – Direct Questioning
The result for this survey is 3.79 (3.82 in 2017) , which is higher than that for Queensland - 3.37
and Provincial Councils – 3.35, as measured in the LGAQ 2017 State-wide Survey.
A mean score of 3.79, translates to three quarters of respondents viewing Council’s
performance as ‘good’ (55%) and ‘very good’ (17%). It is also 75.8% (76.4% in 2017) of the
‘Optimum’ score of 5 which means that Council is generally viewed as being effective in delivering
services to the community.
Don't Know
8% Ratings - Non-partcipants in survey
Very Poor Not Applicable
0% 0%
Fair Only Poor
12% 4%
Very Good
24%
Good
52%
‘Non-participants’ in the Survey
Those not prepared / unable to do the survey, but prepared to give a rating, have given a higher
rating of 4.04 (compared to 3.86 in 2017).
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Section 16
The Weighted Aggregated Total Performance Rating
This second measurement of overall satisfaction is calculated by summarising all Performance
ratings of each of the 41 Responsibility Areas into one (1) number, weighted by the relative
Importance of each Area. It is computed by using all Importance scores, all Performance scores
and all weighted Performance Indicators for all 41 Responsibility Areas and then calculating the
weighted Total Performance Index from the resultant totals, using the standard formula. It is
close to, but not the same as, the average of all Performance means expressed as a share of
the Optimum performance score.
This ‘summary number’ is called the ‘Average Total Performance Index’ or the Aggregated
Overall Performance (Weighted).
Despite being calculated from 84 different mean ratings, the resultant Average TPI has a value
that is quite close to that obtained from the Direct Question given above.
Average Total Performance Index (TPI) for the survey was calculated at 74.59% (73.24% in 2017)
By comparison, with LGAQ State-wide survey Provincial averages in 2017, TPIs of 69.39% and
69.17% were achieved, so Noosa’s TPI of 74.59% for 2019 is tracking above both Queensland
wide and Provincial TPIs and also an increase in TPI from Noosa 2017 benchmark survey. (A
further comparison with LGAQ 2019 State-wide survey will be provided in an updated report,
when these results are released in August 2019).
Such a high degree of correspondence between the two measurements (Direct Questioning
and Average TPI) suggests that both methods are successfully measuring the same thing.
Total Performance Indexes can be examined from two general perspectives - the composition
(i.e. the average scores for the individual Importance and Performance scores for each of the
Responsibility Areas in each of the Themes) and a comparison of the overall index scores over
time (for future ongoing tracking surveys).
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Section 17
COMPARISON OF PERFORMANCE INDICES
The following charts show comparison of the Total Performance Index (TPI) for Noosa 2019 and
2017 with LGAQ 2017. (This chart will be updated with Queensland wide and Provincial TPI’s
from the LGAQ 2019 State-wide survey when available).
Summary of Performance Indexes
69.39%
OVERALL WEIGHTED PERFORMANCE INDEX 69.17%
73.20%
74.59%
69.45%
Qualities of Council 69.40%
76.03%
75.75%
66.38%
Customer Services and Communications 65.92%
72.94%
75.41%
65.65%
Managing the Shire/City 65.75%
72.31%
73.25%
72.02%
Community Lifestyle Services 72.13%
75.17%
77.66%
70.57%
Basic Services / Infrastructure 69.93%
69.91%
70.42%
56.00% 60.00% 64.00% 68.00% 72.00% 76.00% 80.00%
LGAQ STATEWIDE [2017] LGAQ Provincial [2017] Noosa 2017 Noosa 2019
The chart above, shows the Noosa TPI (74.59%) for 2019 compared to TPI for the 5 key themes.
As can be seen from the chart above, in 2019 Noosa is well above overall average TPI in all 5
areas, compared to LGAQ 2017 State-wide and Provincial results. There are three stand out
themes:
Customer Service and Communication (75.41% for Noosa 2019 versus 65.92% and
66.38% for LGAQ 2017 Provincial and State-wide)
Community Lifestyle Services (77.6% for Noosa 2019 versus 72.02% and 72.13% for
LGAQ 2017 Provincial and State-wide)
Managing the Shire (73.25% for Noosa versus 65.75% and 65.65% % for LGAQ 2017
Provincial and State-wide)
In comparison to Noosa 2017, the results for 2019 have increased in all areas except ‘Qualities
of Council’, where the result is only just below the 2017 survey.
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Section 18
ANALYSIS OF KEY POINTS
Areas of Lowest Performance Relative to Importance
The Table shows the 12 Responsibility Areas where there are the greatest gaps between
Performance and Importance - ranked inversely by the level of rated Performance.
Responsibility Area Importance Performance Share of
Mean Rank Mean Rank Optimum
Drainage & Flood 4.35 5= 3.64 24 72.8%
Mitigation
Town Planning 4.34 6= 3.63 25 72.7%
Consulting the community 4.31 7= 3.61 26 72.2%
Responding to the 4.31 7= 3.59 28 71.8%
Community
Building Control 4.35 5= 3.57 29 71.3%
Road Construction 4.26 11 3.54 30 70.9%
Footpaths, Kerbing, 4.01 25 3.48 31 69.6%
Guttering
Road Maintenance 4.45 2= 3.47 32 69.5%
Traffic Management 4.21 15 3.40 33 68.0%
Economic 4.07 24= 3.33 34 66.6%
Development/Local
Employment
Public Transport 3.97 26 3.26 35 65.1%
Parking Facilities 4.18 16 2.98 36 72.8%
*Responsibility Areas shown in shading were rated in ‘top ten’ in overall importance
These 12 Responsibility Areas have been selected on the basis that
their Importance rating is at least 3.96 (on the border-line of ‘4’= ‘Important’), and
their Performance is more than 1.5% below Average (where Average Total
Performance Index is 74.59%).
The size of the job to be done can be defined in two ways:
Move the Performance Mean from the current rating up to the Optimum level (‘a score
of ‘5’). Current Performance as a share of Optimum is shown in the Share of Optimum
column. The difference between ‘Share of Optimum’ and 100.0% shows how actual
performance has to improve to achieve a score of ‘5’.
Achieve Equilibrium between Performance and Importance by closing the ‘gap’
between their respective Mean scores. If the gap between the average ratings for
Importance and Performance were to close, there would be a significant improvement
in community perceptions of Overall Performance.
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Section 19
Areas of Highest Performance Relative to Importance
There are 11 Responsibility Areas (out of the total of 41) on which Council performed best in
relation to their judged importance. In this case, ‘best’ is defined as having:
an Importance rating of at least 3.96 (on the border-line of ‘4’= ‘Important’), and
Performance more than 1.5% above Average (where Average Performance is 74.59% -
the (calculated) Average Total Performance Index).
Responsibility Area Importance Performance Share of
Mean Rank Mean Rank Optimum
Libraries & other 4.24 12 4.25 1 84.9%
Information Access
Waste Management 4.45 2= 4.08 2 81.5%
Customer Service 4.28 9 4.05 3= 81.0%
Development of Tourism 3.96 27= 3.97 5= 79.5%
Disaster Management 4.43 3 3.97 5= 79.4%
Information services 4.22 14 3.96 6 79.2%
Quality & Performance of 4.17 17 3.92 7= 78.4%
Outdoor Workers
Quality & Performance of 4.11 21 3.92 7= 78.4%
Indoor Staff
Community Safety 4.27 10 3.91 8 78.1%
Community Services 4.13 20= 3.86 10 77.1%
Shopping Facilities 4.13 20= 3.85 11 76.9%
*Responsibility Areas shown in shading were rated in ‘top ten’ in overall importance
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Section 20
Areas of Average Performance
There are only 12 Responsibility Areas (out of the total of 41) on which Council has received an
average score which is defined as having;
an Importance rating of at least 3.96 (on the border-line of ‘4’= ‘Important’), and
Performance not more than 1.5% below or above Average (where Average
Performance 74.59% - the (calculated) Average Total Performance Index).
Responsibility Area Importance Performance Share of
Mean Rank Mean Rank Optimum
Community Development 3.96 27= 3.78 13= 75.7%
Environmental Controls 4.07 24= 3.78 13= 75.6%
Financial Management 4.50 1 3.77 14 75.4%
Informing the Community 4.29 8= 3.76 15 75.2%
Environment Protection & 4.10 22 3.73 16 74.6%
Conservation
Quality of Elected Council 4.38 4 3.72 17 74.4%
Community Health 4.14 19 3.71 18= 74.3%
Quality of Councillor(s) 4.15 18 3.71 18= 74.1%
Dealt with
Human Resources 4.09 23 3.70 19 74.0%
Management
Managerial & Supervisory 4.34 6= 3.68 21 73.6%
Officers
Revenue-raising 4.23 13 3.67 22 73.4%
Providing Leadership & 4.29 8= 3.66 23 73.2%
Advocacy
*Responsibility Areas shown in shading were rated in ‘top ten’ in overall importance
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Section 21
Areas of Least Importance
Only 6 of the 41 Responsibility Areas have not been considered in formulating the previous
three lists (Highest Performers, Lowest Performers and Average Performers) because they did
not have an Importance rating greater than 3.96, or 4 when rounded (i.e.= ‘Important’).
Nevertheless, they do exist, and are listed below - ranked by their Performance score, as used
in the previous three tables.
Despite their Importance rating being regarded as fairly low, by the Community at large,
Councils cannot avoid expending resources upon them, as they are very Important to some
members of the community (e.g. Sporting & Recreational Facilities is rated as ‘important’ by
54% of respondents). Hence, the detailed data on these particular areas has to be examined,
to formulate priorities - as these show the proportions of the community who have varying
priorities.
Responsibility Area Importance Performance Share of
Mean Rank Mean Rank Optimum
Sporting & Recreational 3.78 32 4.05 3= 80.9%
Facilities
Parks, Playgrounds & 3.93 28 4.00 4 80.0%
Public Amenities
Cultural & Entertainment 3.88 30 3.87 9 77.4%
Facilities
Heritage Protection 3.82 31= 3.83 12 76.5%
Pet/Animal Control 3.92 29 3.69 20 73.8%
Street Lighting 3.82 31= 3.60 27 72.0%
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Section 22
EVALUATIONS OF TOTAL PERFORMANCE
The following pages present tables showing performance indices (used to benchmark
successive measures of performance). These can be used to guide plans and policies in order
to improve the levels of satisfaction of the residents of Noosa Shire Council.
Weighted Performance Indicators
The tabular calculations give the results for each Responsibility Area within each Theme as a
Weighted Performance Indicator (WPI). The table then combines these individual Weighted
Performance Indicators to produce an overall Total Performance Index (TPI) for each Theme.
Individual Weighted Performance Indicators are produced by multiplying the average
Performance Rating awarded to a Council for each Responsibility Area within a particular
Theme by the average Importance Rating given to it. This ‘weights’ each individual Performance
score by the level of community priority for that specific Area.
To obtain the Total Performance Index (TPI) for each Theme, the individual Weighted
Performance Indicators are summed, as an Achieved Score, and percentaged against a Possible
Score - which could be achieved only if all respondents gave their Council a ‘5’ rating (‘Very
Good’) for Performance on all the Responsibility Areas in that Theme.
The TPI benchmark were set in 2017 and can now be tracked in 2019 and for successive surveys
and assist Council to measure the effectiveness to which they have addressed community
expectations. TPI’s also provide objective numerical data which can be used to crystallise - from
the viewpoint of residents - Objectives set out in Council Strategic or Corporate Plans. They
describe ‘what is’ - actual performance, adjusted for relative importance priorities.
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Section 23
Basic Services & Infrastructure
Weighted Performance Index (in order of Importance)
Theme 1 2019 Survey
Basic Importance Performance Performance
Services/Infrastructure Means Means Indexes
Road Maintenance 4.45 3.47 69.5%
Waste Management 4.45 4.08 81.5%
Drainage & Flood Mitigation 4.35 3.64 72.8%
Road Construction 4.26 3.54 70.9%
Traffic Management 4.21 3.40 68.0%
Parking Facilities 4.18 2.98 59.6%
Community Health 4.14 3.71 74.3%
Footpaths, Kerbing, Guttering 4.01 3.48 69.6%
Public Transport 3.97 3.26 65.1%
Street Lighting 3.82 3.60 72.0%
MEANS 4.19 3.52
Total Performance Index 70.42%
The weighted Total Performance Index (TPI) for Basic Services & Infrastructure is one number,
which sums up the whole interaction between Performance and Priorities (importance) for this
particular Theme.
In 2019, the actuality of the interaction between these two forces gives a result of 70.42%
(compared to 69.91% in 2017) of what might have been achieved if Noosa were to achieve
perfect performance for every Responsibility Area.
The table shows a comparison of how the community actually judges Council performance, as
it makes allowance for the relative Importance of each of the Activity Areas judged. This ‘reality’
is shown in the Weighted Performance Indicator numbers. However, the rank order of these
WPIs is clearly at variance with the priorities with which the community wants matters to be
handled (the table is formatted in the rank order of Importance scores).
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Section 24
Community Lifestyle Services
Weighted Performance Index (in order of Importance)
Theme 2 2019 Survey
Community Lifestyle Importance Performance Performance
Services Means Means Indexes
Community Safety 4.27 3.91 78.1%
Libraries & other 4.24 4.25 84.9%
Information Access
Shopping Facilities 4.13 3.85 76.9%
Community Services 4.13 3.86 77.1%
Environment Protection & 4.10 3.73 74.6%
Conservation
Environmental Controls 4.07 3.78 75.6%
Community Development 3.96 3.78 75.7%
Parks, Playgrounds & 3.93 4.00 80.0%
Public Amenities
Pet/Animal Control 3.92 3.69 73.8%
Cultural & Entertainment 3.88 3.87 77.4%
Facilities
Heritage Protection 3.82 3.83 76.5%
Sporting & Recreational 3.78 4.05 80.9%
Facilities
MEANS 4.02 3.88
Total Performance Index 77.7%
The weighted Total Performance Index (TPI) for Community Lifestyle Services in 2019 is 77.7%
(compared to 75.2% in 2017) of the Optimum.
Weighted Performance Indicator scores vary from survey to survey, as they are affected by
changes to Importance scores as well as Performance scores. Therefore, they can be used as a
way of ensuring that planning targets for both Importance and Performance are kept within
realistic achievable ranges.
They also clearly show where the community’s resources should be allocated to achieve
planning objectives
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Section 25
Managing the Shire
Weighted Performance Index (in order of Importance)
Theme 3 2019 Survey
Managing the Shire Importance Performance Performance
Means Means Indexes
Financial Management 4.50 3.77 75.4%
Disaster Management 4.43 3.97 79.4%
Building Control 4.35 3.57 71.3%
Town Planning 4.34 3.63 72.7%
Revenue-raising 4.23 3.67 73.4%
Human Resources 4.09 3.70 74.0%
Management
Economic Development/Local 4.07 3.33 66.6%
Employment
Development of Tourism 3.96 3.97 79.5%
Means 4.24 3.70
Total Performance Index 74.05%
The weighted Total Performance Index (TPI) for Managing the Shire in 2019 is 74.05%
(compared to 72.62% in 2017) of the Optimum.
The table shows a comparison of how the community actually judges the performance of
Council as it makes allowance for the relative Importance of each of the Activity Areas judged.
This ‘reality’ is shown in the Weighted Performance Indicator numbers.
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Section 26
Customer Service and Communications
Weighted Performance Index (in order of Importance)
Theme 4 2019 Survey
Customer Service and Importance Performance Performance
Communication Means Means Indexes
Responding to the 4.31 3.59 71.8%
Community
Consulting the community 4.31 3.61 72.2%
Informing the Community 4.29 3.76 75.2%
Providing Leadership & 4.29 3.66 73.2%
Advocacy
Customer Service 4.28 4.05 81.0%
Information services 4.22 3.96 79.2%
MEANS 4.28 3.77
Total Performance Index 75.41%
The weighted Total Performance Index (TPI) for Customer Service & Communications for 2019
is 75.41% (compared to 72.94% in 2017)
The table shows a comparison of how the community actually judges Council performance for
this theme, as it makes allowance for the relative Importance of each of the Activity Areas
judged. This ‘reality’ is shown in the Weighted Performance Indicator numbers. However, the
rank order of these WPIs is clearly at variance with the priorities with which the community
wants matters to be handled (shown by the rank order of Importance scores).
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Section 27
Qualities of Council
Weighted Performance Index (in order of Importance)
Theme 5 2019 Survey
Qualities of Council Importance Performance Performance
Means Means Indexes
Quality of Elected Council 4.38 3.72 74.4%
Managerial & Supervisory Officers 4.34 3.68 73.6%
Quality & Performance of Outdoor 4.17 3.92 78.4%
Workers
Quality of Councillor(s) Dealt with 4.15 3.71 74.1%
Quality & Performance of Indoor Staff 4.11 3.92 78.4%
MEANS 4.23 3.79
Total Performance Index 75.75%
The 2019 weighted Total Performance Index (TPI) for Qualities of Council is 75.75% (compared
to 76.03% in 2017).
The table shows how the community actually judges Council performance, as it makes
allowance for the relative Importance of each of the Activity Areas judged. This ‘reality’ is shown
in the Weighted Performance Indicator numbers. However, the rank order of these WPIs is
again at variance with Importance priorities (shown by the rank order of Importance scores).
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Document Set ID: 20874398
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Section 28
COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES)
This section comprises two sets of tables and commentary:
the first set of tables deals with the community’s priorities - the IMPORTANCE of each
Area of Responsibility/Service;
the second set of tables deals with the community’s perceptions of what is actually the
case - the ratings for COUNCIL PERFORMANCE in each Area of Responsibility / Service.
N.B. In the following tables, the Responsibility Areas being rated are presented in the order of
consideration by respondents, not in rank order of Importance or Performance.
Explanation of Importance & Performance Ratings
In the tables, the MEAN column or row is an average of the IMPORTANCE or PERFORMANCE
ratings given by all respondents, using 5-point scales with clarifying semantic differentials as
follows:
IMPORTANCE PERFORMANCE
Crucial (5) Very Good (5)
Important (4) Good (4)
Nice to Have (3) Fair Only (3)
Unimportant (2) Poor (2)
Quite Unimportant (1) Very Poor (1)
In both measurements, provision was also made for unprompted ‘Don't Know’ or ‘Not
Applicable’ responses. These were factored out of the calculations by giving them a
value = 0.
While the words used in the Performance Scales each have an obvious meaning, those used in
the Importance Scales were explained in detail to all respondents by the interviewers:
‘Crucial’ means that it is a service or activity that the community must have and that it
is vital for the Council either to do or to get involved in to make sure that it is done by
someone.
‘Important’ is for something that you certainly expect your Council to do, provide or
make sure that somebody else provides it.
‘Nice to Have’ means just that, as does ‘Not Very Important’.
‘Quite Unimportant’ means unnecessary - something that in any Council cutbacks
would be the first to go.
Achieved MEAN scores should thus be considered in relation to the scale being applied. For
example:
a MEAN of 4.5 on Importance indicates that the particular responsibility/quality is
adjudged mid-way between Important and Crucial.
a MEAN of 3.5 for Performance means that the Council is seen as mid-way between
Fair Only and Good in being effective/delivering service on that particular criterion.
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Document Set ID: 20874398
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Section 29
IMPORTANCE
Theme 1: Basic Services & Infrastructure IMPORTANCE
Sample Crucial Import. Nice Not Quite Don't Not Noosa LGAQ Noosa
Size to very Un- Know App. Mean Mean Mean
have Import. import. 2019 2017 2017
Road Construction 400 37.5% 52.8% 7.5% 1.3% 0.5% 0.3% 0.3% 4.26 4.28 4.32
Road Maintenance 400 53.8% 39.0% 6.3% 0.8% 0.3% 0.0% 0.0% 4.45 4.54 4.53
Footpaths, Kerbing 400 22.8% 48.3% 14.0% 2.8% 0.8% 0.5% 11.0% 4.01 4.10 3.87
& Guttering
Street Lighting 400 18.5% 45.8% 17.0% 4.8% 2.5% 0.8% 10.8% 3.82 4.16 3.76
Traffic 400 35.8% 45.8% 10.8% 1.3% 0.8% 0.3% 5.5% 4.21 4.23 4.09
Management
Parking Facilities 400 33.0% 50.5% 10.8% 2.3% 0.3% 1.0% 2.3% 4.18 4.22 4.22
Public Transport 400 27.8% 38.8% 15.3% 2.3% 3.5% 1.8% 10.8% 3.97 3.93 3.94
Drainage & Flood 400 44.8% 44.0% 6.3% 1.3% 0.8% 0.5% 2.5% 4.35 4.45 4.30
Mitigation
Waste 400 49.0% 46.8% 3.3% 0.5% 0.0% 0.0% 0.5% 4.45 4.46 4.49
Management
Community Health 400 27.5% 56.8% 11.8% 1.0% 0.0% 2.3% 0.8% 4.14 4.15 4.31
AVERAGE FOR THEME AS A WHOLE 4.19 4.31 4.18
The average level of Importance for the responsibilities in this Theme is 4.19 (compared to 4.18
in 2017). 8 out of the 10 responsibility areas judged as ‘important’ (a mean rating of 4.00 or
better).
As in 2017, the top 2 priorities are:
Road Maintenance (4.45)
Waste Management (4.45)
Street Lighting is regarded as least important (3.76)and this is no change from 2017. Public
Transport also rated low in terms of importance (3.97).
Significant variances (by age, gender, home ownership) from the sample averages are also
shown, below each graph, for each responsibility area.
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Section 30
Not very Quite Not Applicable
Import. Unimportant Road Construction 0%
1% -1% Don't Know
0%
Nice to have
8%
Crucial
38%
Important
53%
Significant variances were by:
Age
51.3% aged 35-44 – Crucial
Home Ownership
2.8% Renting – Don’t know
Not very Import. Road Maintenance
1%
Don't Know
Quite 0% Not Applicable
Unimportant 0%
0%
Nice to have
6%
Important Crucial
39% 54%
There were no significant variances.
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Section 31
Footpaths, Kerbing & Guttering
Not Applicable
Don't Know 11%
Quite -1%
Unimportant
1% Crucial
23%
Not very Import.
3%
Nice to have
14%
Important
48%
There were no significant variances.
Don't Know Not Street Lighting
1% Applicable
Quite
Unimportant 11%
2%
Crucial
18%
Not very
Import.
5%
Nice to have
17%
Important
46%
There were no significant variances.
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Section 32
Quite Unimportant
Traffic Management
1% Don't Know Not Applicable
0% 5%
Not very Import.
1%
Nice to have
11%
Crucial
36%
Important
46%
Significant variances were by:
Home Ownership
2.8% Renting – Don’t know
Not Applicable Don't Know
2% 1% Parking Facilities
Not very Import.
2%
Quite
Unimportant
Nice to have
0%
11%
Crucial
33%
Important
51%
Significant variances were by:
Gender
39.9% of Females - Crucial
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Section 33
Public Transport
Don't Know Not Applicable
2%
11%
Quite
Unimportant Crucial
3% 28%
Not very Import.
2%
Nice to have
15%
Important
39%
Significant variances were by:
Age
18.8% aged 65 years and over – Not applicable
Don't
Quite Know Drainage & Flood Mitigation
Unimportant -1%
Not Applicable
1%
3%
Not very Import.
1% Nice to have
6%
Crucial
45%
Important
44%
There were no significant variances.
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Section 34
Quite Waste Management Not
Unimportant Don't Know Applicable
0% 0% 1%
Not very
Import.
-1%
Nice to have
3%
Crucial
49%
Important
47%
Significant variances were by:
Age
2.6% aged 55-64 years – Unimportant
8.3% aged 65 years and over – Nice to have
Quite Community Health Not Applicable
Unimportant Don't Know 1%
0% 2%
Not very Import.
1%
Nice to have Crucial
12% 27%
Important
57%
There were no significant variances.
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Section 35
Theme 2: Community Lifestyle Services IMPORTANCE
TOTAL Crucial Import. Nice Not Quite Don't Not Noosa LGAQ Noosa
to very Un- Know App. Mean Mean Mean
have Import. Import 2019 2017 2017
Parks, Playgrounds & 400 18.5% 55.5% 22.8% 0.5% 0.5% 1.0% 1.3% 3.93 3.92 4.23
Public Amenities
Environmental 400 30.3% 46.3% 14.8% 3.5% 0.5% 4.3% 0.5% 4.07 3.98 4.33
Controls
Environmental 400 34.8% 42.3% 17.0% 2.8% 0.8% 2.5% 0.0% 4.10 4.04 4.35
Protection &
Conservation
Heritage Protection 400 16.3% 50.5% 24.8% 3.3% 0.8% 4.0% 0.5% 3.82 3.77 3.93
Sporting & 400 14.0% 54.0% 25.3% 2.8% 1.5% 2.3% 0.3% 3.78 3.87 3.98
Recreational Facilities
Cultural & 400 16.3% 59.5% 20.5% 2.3% 1.0% 0.5% 0.0% 3.88 3.75 3.82
Entertainment
Facilities
Libraries & other 400 35.5% 54.8% 8.0% 0.8% 0.8% 0.3% 0.0% 4.24 3.99 4.20
Information Access
Community Safety 400 39.5% 50.8% 7.5% 0.8% 1.3% 0.3% 0.0% 4.27 4.12 4.37
Community Service 400 31.5% 49.5% 17.0% 0.8% 0.0% 1.3% 0.0% 4.13 3.99 4.29
Pet/Animal Control 400 17.8% 58.3% 19.5% 3.3% 0.0% 1.3% 0.0% 3.92 3.94 4.07
Shopping Facilities 400 35.3% 48.0% 12.0% 3.5% 1.0% 0.3% 0.0% 4.13 3.86 3.79
Community 400 21.5% 54.5% 19.8% 2.3% 0.3% 1.8% 0.0% 3.96 3.76 3.92
Development
AVERAGE FOR THEME AS A WHOLE 4.02 3.92 4.11
The average level of Importance for the responsibilities in this Theme is 4.02 (compared to
4.11 in 2017).
The following responsibility areas were rated most important:
Community Safety (4.37) – also rated highest in 2017
Libraries & Other Information Access (4.24)
Shopping Facilities was awarded the lowest priority in 2017 and for this survey is rated equal
third highest priority for this Theme. In this survey, Sporting & Recreational Facilities (3.78)
was rated lowest priority.
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Section 36
Quite Unimportant
Parks, Playgrounds & Public Amenities
1% Not Applicable
Don't Know 1%
1%
Crucial
Not very Import.
18%
-1%
Nice to have
23%
Important
56%
There were no significant variances.
Quite
Unimportant
Environmental Controls Not Applicable
-1% Don't Know 1%
4%
Not very Import.
4%
Nice to have
15% Crucial
30%
Important
46%
There were no significant variances.
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Section 37
Environmental Protection & Conservation
Quite Don't Know
Not Applicable
Unimportant 2%
0%
1%
Not very Import.
3%
Nice to have
17% Crucial
35%
Important
42%
There were no significant variances.
Quite
Unimportant Heritage Protection Not Applicable
1% Don't Know 1%
Not very
4%
Import.
3% Crucial
16%
Nice to have
25%
Important
50%
There were no significant variances.
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Section 38
Quite
Unimportant Sporting & Recreational Facilities
2% Don't Know
2% Not Applicable
0%
Crucial
Not very Import.
14%
3%
Nice to have
25%
Important
54%
Significant variances were by:
Gender
5% of Males - Unimportant
Quite
Unimportant Cultural & Entertainment Facilities
Not Applicable
1%Don't Know
-1% 0%
Not very Import. Crucial
2% 16%
Nice to have
21%
Important
60%
There were no significant variances.
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Section 39
Not very Libraries & other Information Access
Import. Don't Know Not Applicable
1% 0% 0%
Nice to have
Quite 8%
Unimportant
1%
Crucial
35%
Important
55%
Significant variances were by:
Gender
2% of males – Quite unimportant
Age
12% aged 35-44 years –Unimportant
51% aged 45-54 years - Important
Quite Don't Know
Unimportant 0% Community Health & Safety
1% Not Applicable
Not very Import. 0%
1% Nice to have
7%
Crucial
40%
Important
51%
There were no significant variances.
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Section 40
Quite Unimportant
0%
Community Service Not Applicable
0%
Don't Know
Not very Import. 1%
1%
Nice to have
17% Crucial
31%
Important
50%
There were no significant variances.
Don't Know
1% Pet/Animal Control
Not Applicable
Not very Import. 0%
Quite
3%
Unimportant Crucial
0% 18%
Nice to have
20%
Important
58%
Significant variances were by:
Age
33.3% Aged 65 years and over – Nice to have
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Section 41
Quite Not
Unimportant Shopping Facilities Applicable
1% 0%
Not very Import.
4% Don't Know
0%
Nice to have
12%
Crucial
35%
Important
48%
There were no significant variances.
Not very Import.
2% Community Development
Don't Know Not Applicable
Quite
2% 0%
Unimportant
0%
Nice to have
20% Crucial
21%
Important
55%
Significant variances were by:
Home ownership
8.3% Renting – Don’t know
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Section 42
Theme 3: Managing the Shire IMPORTANCE
TOTAL Crucial Import. Nice Not Quite Don't Not Noosa LGAQ Noosa
to very Un- Know App. Mean Mean Mean
have Import. Import 2019 2017 2017
Town Planning 400 42.3% 49.0% 5.3% 1.3% 0.3% 2.0% 0.0% 4.34 4.31 4.39
Building Control 400 43.3% 47.3% 6.5% 1.0% 0.3% 1.8% 0.0% 4.35 4.21 4.39
Economic 400 24.0% 55.5% 12.0% 2.0% 0.5% 5.3% 0.8% 4.07 4.32 4.36
Development & Local
Employment
Development of 400 25.3% 53.3% 13.3% 6.3% 1.3% 0.5% 0.3% 3.96 3.92 4.01
Tourism
Financial 400 53.0% 37.0% 4.0% 0.5% 0.3% 5.3% 0.0% 4.50 4.48 4.56
Management
Revenue-raising 400 32.5% 52.0% 6.5% 1.0% 1.0% 7.0% 0.0% 4.23 4.23 4.13
Staff Management 400 19.3% 53.8% 8.3% 1.0% 0.5% 17.3% 0.0% 4.09 3.96 4.14
Disaster Management 400 45.8% 45.8% 3.8% 0.5% 0.0% 4.3% 0.0% 4.43 n/a 4.45
AVERAGE FOR THEME AS A 4.24 4.20 4.30
WHOLE
The average level of Importance for the responsibilities in this Theme is 4.24 (compared to
4.30 in 2017).
As in 2017, Financial Management (4.50) was accorded the highest priority and Disaster
Management second highest (4.43). Both Town Planning and Building Control, rated highly as
per the 2017 survey.
Development of Tourism was again rated the lowest priority (3.96).
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Section 43
Quite Don't
NotUnimportant
very Import. Know Town Planning
1%0% 2% Not Applicable
0%
Nice to have
5%
Crucial
43%
Important
49%
Significant variances were by:
Age
2.8% aged 25-34 years – Quite unimportant
Building Control
Quite
Not very Import. Don't Know
Unimportant
1% 2% -able
Not Applic
Nice to have 0%
7% 0%
Crucial
43%
Important
47%
Significant variances were by:
Gender
54% of Males – Important
10.1% of Females – Nice to have
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Section 44
Quite
Unimportant Economic Development
-1% Don't Know Not Applicable
Not very 5% 1%
Import.
2% Crucial
24%
Nice to have
12%
Important
56%
There were no significant variances.
Don't
Development of Tourism Know
Quite Unimportant 1%
Not very Import. 1% Not Applicable
6% Crucial 0%
25%
Nice to have
13%
Important
54%
Significant variances were by:
Age
4% aged 45-54 years – Quite Unimportant
22.9% aged 65 years and over – Nice to have
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Document Set ID: 20874398
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Section 45
Not very Import. Financial Management
1% Quite
Unimportant
Nice to have 0% Don't Know
4% 5%
Not Applicable
0%
Important
37% Crucial
53%
There were no significant variances.
Not
Not very Import. Revenue Raising Applicable
1% Quite Don't Know 0%
Unimportant 7%
1%
Nice to have
7%
Crucial
32%
Important
52%
There were no significant variances.
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Document Set ID: 20874398
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Section 46
Staff Management
Not Applicable
Don't Know
0%
Quite 17%
Unimportant Crucial
1% 19%
Not very
Import.
1%
Nice to have
8%
Important
54%
There were no significant variances.
Quite
Disaster Management
Don't Know
Unimportant 4% Not Applicable
Not very Import. 0% 0%
-1%
Nice to have
4%
Crucial
46%
Important
46%
There were no significant variances.
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Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
Section 47
Theme 4: Customer Service and Communication IMPORTANCE
TOTA Crucial Import Nice Not Quite Don't Not Noos LGA Noos
L . to very Un- Know App. a Q a
have Import Import Mea Mea Mea
. . n n n
2019 2017 2017
Customer 400 34.3% 59.5% 4.3% 1.3% 0.0% 0.8% 0.0% 4.28 4.25 4.37
Service
Information 400 33.3% 57.0% 8.3% 0.8% 0.5% 0.0% 0.3% 4.22 4.10 4.24
Services
Informing the 400 38.5% 52.8% 7.8% 0.8% 0.0% 0.3% 0.0% 4.29 4.23 4.34
Community
Consulting the 400 39.8% 53.0% 6.0% 1.0% 0.3% 0.0% 0.0% 4.31 4.28 4.39
Community
Responding to 400 40.5% 51.0% 7.3% 0.8% 0.3% 0.3% 0.0% 4.31 4.31 4.42
the Community
Providing 400 41.5% 46.3% 9.8% 0.8% 0.5% 1.3% 0.0% 4.29 4.15 4.25
Leadership &
Advocacy
AVERAGE FOR THEME AS A WHOLE 4.28 4.22 4.33
The average level of Importance for the responsibilities in this Theme is 4.28 (compared to 4.33
in 2017).
The highest priorities for the community remain the same in 2019 as:
Responding to the Community (4.31)
Consulting the Community (4.31)
Information Services (4.21) was again given the lowest priority. However, all responsibility
areas were judged as high, with a mean of 4 or more.
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Document Set ID: 20874398
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Section 48
Don't Know Quite
1% Unimportant Customer Service
0% Not Applicable
Not very Import.
1% 0%
Nice to have
4%
Crucial
34%
Important
60%
There were no significant variances.
Not very Import.
Quite
1% Information Services Not Applicable
Don't Know 0%
Unimportant
0%
1%
Nice to have
8%
Crucial
33%
Important
57%
Significant variances were by:
Age
2.8% aged 25-34 years – Not applicable
46% aged 45-54 years - Crucial
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Section 49
Quite Don't
Unimportant Informing the Community Know
0% 0%
Nice to have
8% Not Applicable
Not very Import. 0%
1%
Crucial
38%
Important
53%
There were no significant variances.
Quite Consulting the Community
Unimportant
Not very Import. 0% Don't Know
1% 0% Not Applicable
Nice to have 0%
6%
Crucial
40%
Important
53%
There were no significant variances.
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Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
Section 50
Not very Import. Don't
1% Responding to the Community Know
Quite Not Applicable 0%
Unimportant 0%
0%
Nice to have
7%
Crucial
41%
Important
51%
There were no significant variances.
Don't Know
Quite 1% Providing Leadership & Advocacy
Unimportant
-1% Nice to have Not Applicable
0%
10% Not very Import.
1%
Crucial
Important 42%
46%
Significant variances were by:
Age
18.8% aged 65 years and over – Nice to have
Home ownership
8.3% Renting – Don’t know
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Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
Section 51
Theme 5: Quality of Council IMPORTANCE
TOTAL Crucial Import. Nice Not Quite Don't Not Noosa LGAQ Noosa
to very Un- Know App. Mean Mean Mean
have Import. Import 2019 2017 2017
Quality of Elected 400 47.0% 45.8% 4.8% 1.5% 0.5% 0.0% 0.5% 4.38 4.50 4.60
Council
Quality of 400 35.3% 39.5% 4.5% 1.3% 0.3% 3.3% 16.0% 4.34 4.38 4.41
Councillor(s) Dealt
with
Managerial & 400 24.5% 54.0% 10.0% 0.3% 0.3% 10.0% 1.0% 4.15 4.16 4.42
Supervisory Officers
Quality/Performance 400 25.8% 66.3% 5.5% 0.8% 0.5% 1.0% 0.3% 4.17 4.17 4.32
of Outdoor Workers
Quality/Performance 400 23.0% 67.5% 7.0% 0.5% 1.3% 0.5% 0.3% 4.11 4.14 4.32
of Indoor Staff
AVERAGE FOR THEME AS A WHOLE 4.23 4.27 4.42
The average level of Importance for the responsibilities in this Theme is 4.23 (compared to 4.42
in 2017).
As in 2017, Quality of Elected Council (4.38) was accorded the highest priority, followed closely
by Quality of Councillor(s) Dealt With (4.34)
The Quality and Performance of Indoor Staff (4.11) and Quality and Performance of Outdoor
Staff (4.17) was again given lowest priority. However, all responsibility areas rated between
important and crucial for this theme.
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Document Set ID: 20874398
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Section 52
Not Applicable Quality of Elected Council
Not very Import. 1%
1% Quite
Unimportant Don't Know
-1% 0%
Nice to have
5%
Crucial
47%
Important
46%
Significant variances were by:
Age
72.2% aged 25-34 years – Important
Quality of Councillor(s) Dealt with
Not Applicable
16%
Don't Know
3%
Quite Crucial
Unimportant 35%
0%
Not very Import.
1%
Nice to have
5%
Important
40%
Significant variances were by:
Home ownership
11.1% Renting – Don’t know
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Section 53
Quite
Managerial & Supervisory Officers
Unimportant Not Applicable
Don't Know
0% 1%
10%
Not very Import.
0% Crucial
25%
Nice to have
10%
Important
54%
Significant variances were by:
Age
75% aged 25-34 years - Important
Quality/Performance of Outdoor Workers
Not very Import. Quite
Don't Know
1% Unimportant
1%
Nice to have -1% Not Applicable
6% 0%
Crucial
26%
Important
66%
Significant variances were by:
Age
12.5% aged 65 years and over – Nice to have
Home ownership
5.6% Renting – Don’t know
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Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
Section 54
Quality/Performance of Indoor Workers
Not very Import. Quite Don't Know Not Applicable
1% Unimportant 0% 0%
1%
Crucial
Nice to have
23%
7%
Important
68%
There were no significant variances
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Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
Section 55
PERFORMANCE
Theme 1: Basic Services & Infrastructure PERFORMANCE
Sample Very Good Fair Poor Very Don't Not Noosa LGAQ Noosa
Size Good Only Poor Know App. Mean Mean Mean
2019 2017 2017
Road Construction 400 9.8% 50.0% 26.3% 5.3% 5.8% 2.8% 0.3% 3.54 3.40 3.49
Road Maintenance 400 9.8% 46.3% 27.3% 9.5% 5.0% 1.3% 1.0% 3.47 3.28 3.43
Footpaths, Kerbing & 400 7.8% 42.0% 23.3% 6.0% 5.5% 2.3% 13.3% 3.48 3.32 3.46
Guttering
Street Lighting 400 12.3% 37.0% 27.5% 3.5% 3.8% 3.0% 13.0% 3.60 3.59 3.59
Traffic Management 400 10.3% 31.3% 35.5% 10.3% 2.8% 4.0% 6.0% 3.40 3.45 3.60
Parking Facilities 400 5.5% 24.3% 38.8% 15.5% 10.8% 2.5% 2.8% 2.98 3.02 2.99
Public Transport 400 7.8% 27.3% 21.0% 12.3% 5.8% 12.3% 13.8% 3.26 3.03 3.07
Drainage & Flood 400 11.8% 48.3% 20.8% 5.5% 4.3% 7.0% 2.5% 3.64 3.49 3.59
Mitigation
Waste Management 400 30.3% 51.0% 12.0% 3.5% 1.3% 1.5% 0.5% 4.08 3.90 4.06
Community Health 400 8.5% 49.8% 24.3% 3.0% 1.0% 13.0% 0.5% 3.71 3.57 3.62
AVERAGE FOR THEME AS A 3.52 3.49 3.49
WHOLE
The average performance rating for this Theme is 3.52 (compared to 3.49 in 2017).
The top performers were consistent with 2017:
Waste Management (4.08)
Community Health (3.71)
The poorest performing area was Parking Facilities (2.99) and this no change from the 2017
survey.
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Document Set ID: 20874398
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Section 56
Don't Know
3% Road Construction
Not Applicable
Very Poor 0% Very Good
6% 10%
Poor
5%
Fair Only
26%
Good
50%
There were no significant variances.
Don't Road Maintenance
Know
Very Poor Not Applicable
1%
5% 1% Very Good
10%
Poor
10%
Fair Only
27%
Good
46%
There were no significant variances.
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Document Set ID: 20874398
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Section 57
Footpaths, Kerbing & Guttering
Not Applicable Very Good
13% 8%
Don't Know
2%
Very Poor
6%
Poor Good
6% 42%
Fair Only
23%
There were no significant variances.
Street Lighting
Not Applicable
13% Very Good
Don't Know 12%
3%
Very Poor
4%
Poor
3%
Good
37%
Fair Only
28%
There were no significant variances.
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Document Set ID: 20874398
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Section 58
Traffic Management
Don't Know
4% Not Applicable
6% Very Good
Very Poor 10%
3%
Poor
10%
Good
31%
Fair Only
36%
There were no significant variances.
Parking Facilities Very Good
6%
Don't Know Not Applicable
4% 3%
Very Poor
11%
Good
24%
Poor
16%
Fair Only
39%
There were no significant variances.
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Document Set ID: 20874398
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Section 59
Public Transport
Very Good
8%
Not Applicable
14%
Don't Know
12%
Very Poor
6% Good
27%
Poor
12% Fair Only
21%
There were no significant variances.
Drainage & Flood Mitigation
Not Applicable
Don't Know 3%
7%
Very Poor
Very Good
4%
12%
Poor
5%
Fair Only Good
21% 48%
There were no significant variances.
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Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
Section 60
Don't Know Not Applicable
1% 1% Waste Management
Very Poor
1%
Poor
4%
Fair Only
12%
Very Good
30%
Good
51%
There were no significant variances.
Not Applicable Community Health
1%
Very Good
Don't Know 8%
13%
Very Poor
1%
Poor
3%
Fair Only
24%
Good
50%
Significant variances were by:
Home ownership
5.6% Renting – Very Poor
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Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019
Section 61
Theme 2: Community Lifestyle Services PERFORMANCE
TOTAL Very Good Fair Poor Very Don't Not Noosa LGAQ Noosa
Good Only Poor Know App. Mean Mean Mean
2019 2017 2017
Parks, Playgrounds & 400 20.8% 56.3% 12.8% 1.8% 1.5% 5.0% 2.0% 4.00 3.85 3.92
Public Amenities
Environmental 400 13.0% 51.5% 15.5% 5.3% 2.0% 12.5% 0.3% 3.78 3.40 3.71
Controls
Environmental 400 14.8% 50.5% 19.3% 4.8% 3.8% 6.8% 0.3% 3.73 3.30 3.75
Protection &
Conservation
Heritage Protection 400 10.3% 46.3% 18.0% 2.5% 0.3% 20.0% 2.8% 3.83 3.47 3.64
Sporting & 400 20.3% 55.3% 12.3% 1.5% 0.3% 9.5% 1.0% 4.05 3.78 3.94
Recreational Facilities
Cultural & 400 15.3% 57.8% 17.3% 3.8% 1.0% 4.0% 1.0% 3.87 3.71 3.64
Entertainment
Facilities
Libraries & other 400 37.0% 52.0% 7.8% 2.0% 0.3% 0.5% 0.5% 4.25 4.02 4.15
Information Access
Community Safety 400 13.8% 60.0% 14.5% 2.8% 0.8% 7.8% 0.5% 3.91 3.55 3.81
Community Service 400 12.5% 54.0% 15.8% 2.8% 1.3% 12.8% 1.0% 3.86 3.50 3.68
Pet/Animal Control 400 11.0% 52.5% 20.8% 6.0% 2.3% 7.3% 0.3% 3.69 3.42 3.62
Shopping Facilities 400 19.0% 53.3% 20.3% 3.5% 2.3% 1.5% 0.3% 3.85 3.79 3.63
Community 400 9.0% 52.8% 19.5% 1.3% 1.8% 15.8% 0.0% 3.78 3.50 3.59
Development
AVERAGE FOR THEME AS A 3.88 3.61 3.76
WHOLE
The average performance rating for this Theme is 3.88 (compared to 3.76. in 2017)
As in 2017, the top performer was Libraries & Other Information Access (4.25). This was
followed by Sporting & Recreational Facilities (4.05) and Parks, Playgrounds & Public Amenities
(4.0).
The poorest performing area was again Pet and Animal Control (3.69). Most (9 out of 12) areas
rated fair to good only.
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Section 62
Parks, Playgrounds & Public Amenities
Don't Know Not Applicable
Very Poor 5% 2%
1%
Poor Very Good
2% 21%
Fair Only
13%
Good
56%
There were no significant variances.
Environmental Controls
Not Applicable
Don't Know
0%
13%
Very Good
Very Poor 13%
2%
Poor
5%
Fair Only
16%
Good
51%
There were no significant variances.
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Section 63
Environmental Protection & Conservation
Don't Know Not Applicable
7% 0%
Very Poor
Very Good
4%
15%
Poor
5%
Fair Only
19%
Good
50%
There were no significant variances.
Not Applicable
3% Heritage Protection
Don't Know
Very Good
20%
10%
Very Poor
0%
Poor
4%
Fair Only
Good
18%
46%
Significant variances were by:
Age
19% aged 45-54 years – Very good
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Document Set ID: 20874398
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Section 64
Sporting & Recreational Facilities
Not Applicable
Don't Know
1%
Very Poor 10%
0% Very Good
Poor 20%
2%
Fair Only
12%
Good
55%
Significant variances were by:
Age
8.3% aged 25-34 years – Poor
Cultural & Entertainment Facilities
Don't Know Not Applicable
Very Poor
4% 1%
1%
Poor Very Good
4% 15%
Fair Only
17%
Good
58%
Significant variances were by:
Age
27.1% aged 65 years and over – Fair Only
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Document Set ID: 20874398
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Section 65
Libraries & other Information Access
Very Poor
Poor Don't Know
2% Not Applicable
0% -1%
1%
Fair Only
8%
Very Good
37%
Good
52%
There were no significant variances.
Community Safety
Very Poor Not Applicable
1% Don't Know -1%
8%
Poor
3% Very Good
14%
Fair Only
15%
Good
60%
Significant variances were by:
Age
3% aged 45-54 years – Very poor
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Section 66
Community Service
Not Applicable
Don't Know 1%
13% Very Good
Very Poor 12%
1%
Poor
3%
Fair Only
16%
Good
54%
Significant variances were by:
Age
11.1% aged 25-34 years – Poor
21.9% aged 65 years and over – Very good
Pet/Animal Control
Don't Know Not Applicable
7% 0% Very Good
Very Poor 11%
2%
Poor
6%
Fair Only
21%
Good
53%
There were no significant variances.
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Section 67
Very Poor Shopping Facilities
2% Don't Know Not Applicable
Poor 0%
2%
4%
Very Good
Fair Only
19%
20%
Good
53%
Significant variances were by:
Age
8.3% aged 25-34 years – Don’t know
Community Development
Don't Know Not Applicable
16% 0% Very Good
9%
Very Poor
2%
Poor
1%
Fair Only
19%
Good
53%
There were no significant variances.
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Section 68
Theme 3: Managing the Shire PERFORMANCE
TOTAL Very Good Fair Poor Very Don't Not Noosa LGAQ Noosa
Good Only Poor Know App. Mean Mean Mean
2019 2017 2017
Town Planning 400 10.8% 49.3% 22.8% 6.8% 2.8% 7.8% 0.0% 3.63 3.40 3.62
Building Control 400 9.0% 46.5% 27.0% 6.5% 3.0% 7.8% 0.3% 3.57 3.45 3.68
Economic 400 5.5% 28.0% 30.5% 7.8% 3.3% 24.0% 1.0% 3.33 3.01 3.20
Development &
Local Employment
Development of 400 23.5% 50.8% 15.5% 3.8% 1.0% 5.0% 0.5% 3.97 3.39 3.83
Tourism
Financial 400 13.8% 37.3% 19.0% 4.5% 1.0% 24.5% 0.0% 3.77 3.25 3.74
Management
Revenue-raising 400 9.3% 32.5% 21.0% 3.0% 1.5% 32.8% 0.0% 3.67 3.14 3.65
Staff Management 400 5.8% 31.8% 15.0% 2.3% 1.0% 44.3% 0.0% 3.70 3.39 3.60
Disaster 400 15.8% 48.3% 11.0% 2.5% 0.8% 21.5% 0.3% 3.97 n/a 3.91
Management
AVERAGE FOR THEME AS A 3.70 3.29 3.65
WHOLE
The average performance rating for this Theme is 3.70 (compared to 3.65 in 2017).
Similar to the 2017 result, the top performers were:
Disaster Management (3.97)
Financial Management (3.77)
The poorest performing areas were Economic Development & Local Employment (3.33).
All areas rating fair to good for this Theme.
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Document Set ID: 20874398
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Section 69
Town Planning Not Applicable
Don't Know
8% 0%
Very Poor
3% Very Good
Poor 10%
7%
Fair Only
23%
Good
49%
Significant variances were by:
Age
7% Aged 45-54 years - Poor
Home Ownership
19.4% Renting – Don’t know
Building Control
Not Applicable
Very Poor Don't Know
0%
3% 8% Very Good
Poor 9%
8%
Fair Only Good
27% 47%
Significant variances were by:
Age
8% aged 45-54 years – Very Poor
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Document Set ID: 20874398
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Section 70
Economic Development & Local Employment
Very Good
5% Not Applicable
1%
Don't Know
24%
Good
28%
Very Poor
3%
Poor
8%
Fair Only
31%
There were no significant variances.
Very Poor Not
1% Development of Tourism Applicabl
Don't Know e
5% 1%
Fair Only Poor
15% 4%
Very Good
23%
Good
51%
Significant variances were by:
Age
19.4% aged 25-34 years – Don’t know
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Section 71
Financial Management
Not Applicable
0%
Very Good
Don't Know 14%
25%
Very Poor
1%
Poor
4%
Fair Only
19% Good
37%
There were no significant variances.
Not Applicable Revenue-raising
0%
Very Good
9%
Don't Know
33%
Good
32%
Very Poor
2% Poor
3%
Fair Only
21%
Significant variances were by:
Gender
13.4% of Males – Very Good
Age
52.8% aged 25-34 years – Don’t know
17.7% aged 65 years and over – Very Good
Home ownership
52.8% Renting – Don’t know
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Section 72
Staff Management Very Good
6%
Not Applicable
0%
Don't Know
44% Good
32%
Fair Only
Very Poor
15%
1% Poor
2%
Significant variances were by:
Age
13.5% aged 65 years and over – Very good
Home ownership
8.3% Renting - Poor
Disaster Management
Not Applicable
0%
Don't Know
22% Very Good
16%
Very Poor
1%
Poor
2%
Fair Only
11%
Good
48%
There were no significant variances.
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Section 73
Theme 4: Customer Service and Communication PERFORMANCE
TOTAL Very Good Fair Poor Very Don't Not Noosa LGAQ Noosa
Good Only Poor Know App. Mean Mean Mean
2019 2017 2017
Customer Service 400 21.5% 60.3% 8.3% 2.0% 1.5% 6.0% 0.5% 4.05 3.69 3.93
Information Services 400 22.3% 55.0% 11.8% 2.8% 3.0% 5.3% 0.0% 3.96 3.60 3.78
Informing the 400 14.8% 54.5% 18.3% 5.3% 3.0% 4.3% 0.0% 3.76 3.32 3.67
Community
Consulting the 402 12.3% 49.3% 20.5% 9.0% 3.5% 5.5% 0.5% 3.61 3.01 3.48
Community
Responding to the 403 11.0% 48.5% 22.3% 7.5% 4.0% 6.8% 0.8% 3.59 2.95 3.49
Community
Providing Leadership 405 10.8% 43.5% 19.3% 7.5% 1.5% 17.5% 1.3% 3.66 3.21 3.54
& Advocacy
AVERAGE FOR THEME AS A WHOLE 3.77 3.30 3.65
The average performance rating for this Theme is 3.77 (compared to 3.65. in 2017)
As in 2017, the top performers were:
Customer Service (4.05)
Information Services (3.96)
The poorest performing areas were (similar to 2017) Responding to the Community (3.59) and
Consulting the Community (3.61).
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Very Poor
2% Customer Service Not Applicable
Poor Don't Know 1%
2% 6%
Fair Only
8%
Very Good
21%
Good
60%
Significant variances were by:
Age
5.6% aged 25-34 years – Not applicable
Don't Know
Information Services
5% Not Applicable
Very Poor 0%
Fair Only 3%
12%
Poor Very Good
3% 22%
Good
55%
There were no significant variances.
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Informing the Community
Not Applicable
Don't Know 0%
Very Poor 4%
3% Very Good
Poor 15%
Fair Only 5%
18%
Good
55%
Significant variances were by:
Age
19.4% aged 25-34 years – Poor
24% aged 65 years and over – Very Good
Consulting the Community
Don't Know
Not Applicable
Very Poor 5%
1%
4%
Very Good
Poor 12%
9%
Fair Only
20%
Good
49%
Significant variances were by:
Age
21.1% aged 35-44 years – Very Good
32.1% aged 55-64 years – Fair only
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Don't
Responding to the Community
Know Not Applicable
Very 7% 1% Very Good
Poor
11%
4% Poor
7%
Fair Only
22%
Good
48%
There were no significant variances.
Providing Leadership & Advocacy
Very Good
Not Applicable 11%
1%
Don't Know
17%
Very Poor
2%
Poor
7%
Fair Only Good
19% 43%
There were no significant variances.
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Theme 5: Quality of Council PERFORMANCE
TOTAL Very Good Fair Poor Very Don't Not Noosa LGAQ Noosa
Good Only Poor Know App. Mean Mean Mean
2019 2017 2017
Quality and Performance 400 10.5% 54.3% 20.5% 6.0% 1.3% 7.3% 0.3% 3.72 3.39 3.75
of Staff
Quality of Councillor(s) 400 10.0% 30.0% 14.3% 5.8% 1.3% 21.3% 17.5% 3.68 3.34 3.80
Dealt with
Managerial & Supervisory 400 7.3% 32.5% 14.8% 2.3% 1.8% 40.8% 0.8% 3.71 3.36 3.62
Officers
Quality/Performance of 400 16.8% 58.0% 14.5% 3.8% 0.8% 6.0% 0.3% 3.92 3.68 3.93
Outdoor Workers
Quality/Performance of 400 11.0% 56.0% 13.5% 1.8% 0.3% 17.5% 0.0% 3.92 3.59 3.92
Indoor Staff
AVERAGE FOR THEME AS A WHOLE 3.79 3.47 3.80
The average performance rating for this Theme is 3.79 (compared to 3.80 in 2017).
The equal top performers were Quality/Performance of Outdoor Staff and Indoor Staff with
which rated 3.92 and is almost the same as the result for 2017.
The poorest performing area again for this theme was the Quality of Councillor(s) Dealt With
(3.68). This was a change from 2017 survey, where Managerial & Supervisory Officer were rated
as the lowest performers.
All areas for this theme rated between fair and good.
Significant variances from the sample averages are also shown, below each graph, for each
responsibility area.
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Quality and Performance of Staff
Don't Know Not Applicable
7% 0%
Poor Very Good
6% 11%
Very Poor
1%
Fair Only
21%
Good
54%
There were no significant variances.
Quality of Councillor(s) Dealt with
Very Good
10%
Not Applicable
18%
Good
Don't Know 30%
21%
Very Poor
1% Poor Fair Only
6% 14%
Significant variances were by:
Age
4% aged 45-54 years – Very Poor
27.1% aged 65 years and over – Not applicable
Home Ownership
19.4% Renting - Poor
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Managerial & Supervisory Officers
Not Applicable Very Good
1% 7%
Don't Know
41%
Good
32%
Very Poor
2%
Poor Fair Only
2% 15%
Significant variances were by:
Age
5% aged 45-54 years – Very Poor
24% aged 65 years and over – Fair only
Quality/Performance of Outdoor Workers
Very Poor Don't Know Not Applicable
1% 6% 0%
Poor
4% Very Good
17%
Fair Only
14%
Good
58%
There were no signifcant variances.
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Quality/Performance of Indoor Staff
Not Applicable
0%
Don't Know
Very Good
18%
11%
Very Poor
0% Poor
2%
Fair Only
13%
Good
56%
There were no significant variances.
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PUBLIC OPINION QUESTIONS – KEY FINDINGS
This section of the report presents the key findings of the 10 public opinion questions. A
number of these questions were asked as ‘open ended questions’ in the survey. However, in
order to give a snapshot summary, they are also graphically presented.
In this survey, all questions were included in the briefing mail-out sent to each respondent prior
to the main telephone interview. Consequently, respondents had time to think about the
question, and give a ‘considered’ opinion. They were requested to do just this – even discuss the
question with friends and relations – in the briefing letter.
1. Are you prepared for a disaster or emergency, do you have an emergency plan?
Two thirds (66%), of respondents, as shown graphically below, are prepared for a
disaster or emergency and have an emergency plan. In 2017 60% of respondents
had a disaster management plan in place for a flood or a fire.
Preparedness for a disaster or emergency
no
34%
yes
66%
There were no significant variances.
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2. Council consistently strives to strike the right balance between providing the best
possible services and operating within its financial means. Would you prefer that
Council…
88% of respondents (compared to 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.
9% indicated that they would be prepared to pay more through their rates for an
improved/increased level of service.
Service Levels
Improve/increase
services at a
higher cost
9%
Reduce services
and lower costs
3%
Leave things as
they are
88%
There were no significant variances.
3. Have you had any contact with the Noosa Council in the past 12 months?
42% of respondents had made contact with Noosa Council in the past 12 months.
Contact in the past 12 months
yes
no 42%
58%
There were no significant variances.
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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
Three quarters (75%) of respondents who contacted the Council rated this aspect of
service as ‘Good’ (29%) or ‘Very good’ (46%).
Answering telephone calls
Not applicable
Very poor 12%
2% Poor
2%
Fair
9% Very good
46%
Good
29%
There were no significant variances.
Council’s main Tewantin office
60% of respondents who contacted the Council rated this aspect of service as ‘Good’
(28%) or ‘Very good’ (32%).
Council's main Tewantin Office
Not applicable
31%
Very good
32%
Very poor
1% Poor
2%
Good
Fair 28%
6%
Significant variances were by:
Age
6% aged 55-64 years – Very poor
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Email and on-line enquiries
26% of respondents who contacted the Council rated this contact as ‘Good’ (11%) or
‘Very good’ (15%).
Email and on line enquiries
Very good
15%
Good
11%
Not applicable Fair
67% 3%
Poor
2%
Very poor
2%
There were no significant variances.
Return of call as promised
47% of respondents who contacted the Council rated this contact as ‘Good’ or ‘Very
good’.
12% rated this aspect as ‘Fair’, ’Poor’ or ‘Very poor’
Return of call as promised
Not applicable
41%
Very good
26%
Good
21%
Very poor Poor Fair
4% 3% 5%
Significant variances were by:
Age
11% aged 45-54 years – Very poor
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After hours emergency service phone contacts
For 91% of respondents who made contact with Council, this aspect was ‘Not
applicable”.
After hours emergency service phone contacts
Good Fair Poor
Very good 3% 1% 1%
4%
Very poor
0%
Not applicable
91%
There were no significant variances
Acknowledgement of written correspondence
18% of respondents who contacted the Council rated this contact as ‘Good’ or ‘Very
good’.
Acknowledgement of written correspondence
Very good
10%
Good
Fair
8%
3%
Poor
4%
Very poor
2%
Not applicable
73%
Significant variances were by:
Gender
13% male – Good
Age
13% aged 45-54 years – Poor
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Effectiveness in handling complaints
45% of respondents who contacted the Council rated this aspect of service as ‘Good’
(20%) or ‘Very good’ (25%).
Effectiveness in handling of complaints
Not applicable
21%
Very good
25%
Very poor
8%
Poor
10% Good
20%
Fair
16%
There were no significant variances.
Effectiveness in responding to requests
56% of respondents who contacted the Council rated this aspect of service as ‘Good’
(27%) or ‘Very good’ (29%).
16% of respondents rated this aspect of service as ‘Poor’ (5%) or ‘Very poor’ (11%).
Effectiveness in responding to requests
Not applicable
14%
Very good
Very poor 29%
11%
Poor
5%
Fair Good
14% 27%
There were no significant variances.
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4 Council is consistently striving to communicate well with residents. What would be the
method you would choose to seek information from Council about a project or an issue?
Council’s customer service staff (61%) 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 Letter box drops (25.5%) and Council’s website (22%).
Method to seek information about a project or
issue
70 61
60
50
40
30 25.5
22
20 13.5 12.3
7.5 7 4.8
10 3.5 3
0
Significant variances were by:
Age
81% aged 65 years and over – ‘Council’s customer service staff’
32% aged 65 years and over – ‘Noosa News’
23% aged 65 years and over – ‘Noosa Today’
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5 There are many things that people use to judge their lifestyle and the quality of the
community. Please tell me three things that are important to you.
Respondents were asked what three things were important to them, in regard to
lifestyle, and quality of the community. With common themes from the responses,
these were categorised under the headings of:
1. Access to amenities, facilities/services, recreation
2. Traffic/transport (roads, maintenance, access, safety)
3. Environment (clean, healthy, amenity, maintenance)
4. Community (safety, events, friends, family)
5. Other
Three things important to you with regards to lifestyle and
quality of the community
45 39.1
40
35
28.3 29.3 29.5
30 25.5 25 23
25 20.8
17.7
20 14
15 11.8 9.8 11.5 10.8
10
3
5 0.8 0 0.3
0
Access to Environment Don't know Community Traffic/transport Other
amenities, (clean, healthy, (safety, events, (roads,
facilities/services, amenity, friends, family) maintenance,
recreation maintenance) access, safety)
First Second Third
One of the key themes that emerged from this question was the theme
of Environment around cleanliness, health, amenity and maintenance
with 39% of first responses in this category.
This was followed by 29.5% providing first responses to a Community
theme around safety, events, friends and family.
There were no significant variances.
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6 What do you think the greatest challenge will be for your local area in the next few
years?
The general comments provided by respondents are grouped below into common
themes with examples of commentary provided below each theme. A full list of
comments is provided in the appendices to this report. The common theme areas were:
Growth/Development
Traffic/Congestion/Roads
Infrastructure/Service Provision
Environmental
Governance
Economic Development/Employment
Tourism
Growth/Development
Coping with growth - infrastructure already stretched and lacking
Coping with infrastructure to provide for increased growth in population
Dealing with increased population and employment to cater for different age
groups
Development of the area
Increase of development and infrastructure
Management of population growth and tourist accommodation
Over development
Traffic/Congestion/Roads
Congestion: Traffic, people, parking etc
Dealing with traffic and population explosion
Fixing the road with increased traffic, which has nearly doubled
Get back Noosa's atmosphere, Noosa has become too busy for the current roads,
transport and parking infrastructure, particularly Hastings Street and through
Noosa.
Improving roads system - traffic problems
Keeping the roads maintained
Parking especially tourist season HAS to be addressed
Road/traffic congestion
Infrastructure/Service Provision
Infrastructure not holding up to the growing numbers of people. Growing too
fast
Lack of facilities and infrastructure
Maintenance of keeping up with infrastructure to meet the needs of a growing
community
Ongoing maintenance of infrastructure and roads
Road infrastructure will need major changes especially adding another entry and
exit
Road maintenance - keeping up the parks to a good standard
Sunshine Beach, continuous maintenance of infrastructure and facilities. No high-
rises.
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Aging population. Provision of services to enable people to stay in their own
homes
Public transport needs to be more regular due to increased population
Environmental
Avoiding over expansion and protecting environment
Airport noise
Climate change and rising sea levels
Avoiding over expansion and protecting environment
Destruction of natural habitat to house more people. Will our infrastructure be
over stretched?
Effects of the expanding airport
Maintaining equilibrium of pristine environment - forest, lake etc
Pollution and traffic management
Trying to keep Noosa as it is and keeping it green
Governance
Accountability and compliance with local issues
Council decisions that affect us
Council will need to keep promises
Integrity of the Council to resist developers destroying the shire
Maintaining Noosa's identity and standards
Managing the area cost effectively
Policing if irresponsible driving and drug use
Ability to control growth
High-rise restriction
Economic Development/Employment
Maintaining currency in technology development that SCC is moving ahead. We
could end up isolated
Retention of businesses and keep the economy thriving
Allow more development so we have more employment
Developing jobs for youth
Looking after the young people. They have to move to find work
Tourism
Balancing tourism with residence
Keeping the area great for tourists
Management of our tourist resources
Maximising tourist trade
Too many tourists jammed into a small area of housing
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7 How satisfied are you with feeling part of your community?
Respondents were asked how satisfied they were with feeling part of the community
and to rate this satisfaction.
A large proportion of respondents (76%) indicated that they were either
‘satisfied’ (39%) or ‘completely satisfied’ (37%) in regard to feeling part of
their community.
Satisfaction with feeling part of your community
Completely
dissatisfied
Dissatisfied
1%
4%
Neither Completely satisfied
19% 37%
Satisfied
39%
There were no significant variances.
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8 How well do you feel you understand the topic of climate change and what it means for
Noosa and yourself?
Respondents were asked how well they felt that they understood the topic of climate
change and what it means for Noosa and themselves.
Almost four fifths of respondents (79%) either understood climate change
reasonably well (41%) or had a very good understanding of climate change
(38%).
A further 19% had a basic understanding of climate change.
Understanding of Climate Change and what it means
No idea
2%
Basic understanding
19%
Very good
understanding
38%
Understand
reasonably well
41%
There were no significant variances.
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9 Thinking ahead a couple of decades, using a 5 to 1 scale - extreme to insignificant, how
would you rate the level of risk posed by each of natural hazard events below for Noosa
Shire?
Heatwave
Almost half (47%) of respondents indicated that a Heatwave proposed either a
High (30%) or Extreme (17%) level of risk for Noosa Shire in the next couple of
decades.
Level of risk posed by Heatwave
Insignificant
Extreme
9%
17%
Low
10%
High
30%
Medium
34%
There were no significant variances.
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Drought
41% of respondents indicated that Drought proposed either a High (23%) or
Extreme (18%) level of risk for Noosa Shire in the next couple of decades.
Level of risk posed by Drought
Insignificant
9% Extreme
18%
Low
17%
High
23%
Medium
33%
There were no significant variances.
Flooding
Almost half (47%) of respondents indicated that Flooding proposed either a High
(27%) or Extreme (20%) level of risk for Noosa Shire in the next couple of
decades.
Level of risk posed by Flooding
Insignificant
13%
Extreme
20%
Low
12%
High
27%
Medium
28%
There were no significant variances.
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Beach Erosion
Half (50%) of respondents indicated that Beach Erosion proposed either a High
(24%) or Extreme (26%) level of risk for Noosa Shire in the next couple of
decades.
Level of risk posed by Beach Erosion
Insignificant
15%
Extreme
26%
Low
12%
High
Medium 24%
23%
There were no significant variances.
Storm tide
48% of respondents indicated that Storm tides proposed either a High (23%) or
Extreme (25%) level of risk for Noosa Shire in the next couple of decades.
Level of risk posed by Storm tide
Insignificant
15%
Extreme
25%
Low
13%
High
23%
Medium
24%
There were no significant variances
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Tropical Diseases
Over half (56%) of respondents indicated that Tropical Diseases proposed either a
Low (28%) or Insignificant (28%) level of risk for Noosa Shire in the next couple of
decades.
Level of risk posed by Tropical Diseases
Extreme
8%
Insignificant
28% High
14%
Low Medium
28% 22%
There were no significant variances.
Extreme Weather
Almost half (48%) of respondents indicated that Extreme Weather proposed
either a High (28%) or Extreme (20%) level of risk for Noosa Shire in the next
couple of decades.
Level of Risk posed by Extreme Weather
Insignificant
10%
Extreme
20%
Low
14%
High
28%
Medium
28%
There were no significant variances
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10 Still thinking ahead a couple of decades, using a 5 to 1 scale for preparedness. How
prepared do you personally feel to deal with each of these??
Heatwave
45% of respondents indicated that they were ‘somewhat prepared’ for a
Heatwave with a further 33% indicating that they were ‘very prepared’ for a
Heatwave.
Preparedness for Heatwave
I don't need to prepare/Not relevant to
Not prepared at all my circumstances
4% 11%
Less prepared than
I should be Very prepared
7% 33%
Somewhat
prepared
45%
There were no significant variances
Drought
39% of respondents indicated that they were ‘somewhat prepared’ for a Drought
with a further 17% indicating that they were ‘very prepared’ for a Drought.
I don't need to Preparedness for Drought
prepare/Not relevant to
my circumstances
18%
Very prepared
17%
Not prepared at all
11%
Somewhat
Less prepared than prepared
I should be 39%
15%
There were no significant variances
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Flooding
38% of respondents indicated that they were ‘somewhat prepared’ for Flooding
with a further 17% indicating that they were ‘very prepared’ for Flooding.
Preparedness for Flooding
I don't need to
prepare/Not relevant to
my circumstances
29%
Very prepared
17%
Not prepared at all
6%
Somewhat
Less prepared than prepared
I should be 38%
10%
Significant variances were by:
Age
18% - aged 65 years + - Less prepared than I should be
Beach Erosion
21% of respondents indicated that they were ‘somewhat prepared’ for Beach
Erosion with a further 6% indicating that they were ‘very prepared’ for Beach
Erosion.
Preparedness for Beach Erosion
Very prepared
6%
Somewhat
prepared
21%
I don't need to
prepare/Not relevant Less prepared than
to my circumstances I should be
55% 9%
Not prepared at all
9%
There were no significant variances
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Storm tide
26% of respondents indicated that they were ‘somewhat prepared’ for a Storm
tide with a further 6% indicating that they were ‘very prepared’ for a Storm tide.
Preparedness for Storm tide
Very prepared
6%
Somewhat
prepared
26%
I don't need to
prepare/Not relevant
to my circumstances
52%
Less prepared than
Not prepared at all I should be
7% 9%
Significant variances were by:
Gender
8% males – Very prepared
Tropical Diseases
19% of respondents indicated that they were ‘somewhat prepared’ for Tropical
Diseases with a further 8% indicating that they were ‘very prepared’ for a Tropical
Diseases.
Preparedness for Tropical Diseases
Very prepared
8%
I don't need to
prepare/Not relevant to Somewhat
my circumstances prepared
36% 19%
Not prepared at all
21% Less prepared than
I should be
16%
Significant variances were by:
Age
27% - aged 65 years + - Less prepared than I should be
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Extreme Weather
42% of respondents indicated that they were ‘somewhat prepared’ for Extreme
Weather with a further 14% indicating that they were ‘very prepared’ for Extreme
Weather.
I don't need to Preparedness for Extreme Weather
prepare/Not relevant
to my circumstances
18%
Very prepared
14%
Not prepared at all
8%
Somewhat
prepared
Less prepared than 42%
I should be
18%
Significant variances were by:
Age
27% - aged 65 years + - Less prepared than I should be
56% - aged 55-64 years – Somewhat prepared
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SUMMARY
This 2019 tracking survey is a follow up to the 2017 benchmark study for Noosa Shire Council
and it clearly shows Council is currently performing ahead of the results for 2017, and in most
areas is perceived to be meeting expectations of the community it serves.
While this study can be used as a stand-alone report on the situation in Noosa Shire Council, as
the community sees it, it can also be compared against an external standard - the 2017 LGAQ
State-wide Report of results for Queensland, and Provincial Councils. An update report will
provide a comparison to Noosa 2019 results, when the results of the LGAQ 2019 survey results,
are released (due August 2019).
Obviously, for reviewing performance, up-dating the Corporate Plan, and determining
priorities, the most important information is the actual detail in Noosa’s own study. However,
taking account of an external measurement criterion is important, as it provides Council with a
relative comparison measure of its performance.
Overall Performance
An assessment of the overall performance of Council, is obtained at the end of the survey, after
all the ratings for Importance and Performance for the 41 individual Areas of Council
Responsibility have been obtained – a process which gives respondents plenty of time to review
and assess just how well its Council has actually performed, on the ‘things that matter’. In this
final question, respondents are asked to provide ratings for ‘Overall Council Performance’. The
average of these ratings provides a single number which sums up their attitudes on the whole
subject.
The result for this survey is 3.79 (compared to 3.82 in 2017) , which is higher than that for
Queensland - 3.37 and Provincial Councils – 3.35, as measured in the LGAQ 2017 State-wide
Survey.
A mean score of 3.79, translates to three quarters of respondents viewing Council’s
performance as ‘good’ (55%) and ‘very good’ (17%). It is also 75.8% (76.4% in 2017) of the
‘Optimum’ score of 5 which means that Council is generally viewed as being effective in delivering
services to the community.
A second way of measuring “Overall Performance” is to take the individual Performance ratings
for each of the 41 Council Responsibility Areas, add them up after allowing for the relative
“perceived Importance” of each of the Areas, and then calculate the result as a percentage of
the possible optimum. On this basis (called the Average Total Performance Index), Noosa Shire
Council is rated as achieving 74.59 (compared to 73.2% in 2017).
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Comparison of Performance Indices
The following charts show comparison of the Total Performance Index (TPI) for Noosa 2019 and
2017 with LGAQ 2017. (This chart will be updated with Queensland wide and Provincial TPI’s
from the LGAQ 2019 State-wide survey when available).
Summary of Performance Indexes
69.39%
69.17%
OVERALL WEIGHTED PERFORMANCE INDEX 73.20%
74.59%
69.45%
69.40%
Qualities of Council 76.03%
75.75%
66.38%
65.92%
Customer Services and Communications 72.94%
75.41%
65.65%
65.75%
Managing the Shire/City 72.31%
73.25%
72.02%
72.13%
Community Lifestyle Services 75.17%
77.66%
70.57%
69.93%
Basic Services / Infrastructure 69.91%
70.42%
56.00% 60.00% 64.00% 68.00% 72.00% 76.00% 80.00%
LGAQ STATEWIDE [2017] LGAQ Provincial [2017] Noosa 2017 Noosa 2019
The chart above, shows the Noosa TPI (74.59%) for 2019 compared to TPI for the 5 key themes.
As can be seen from the chart above, in 2019 Noosa is well above overall average TPI in all 5
areas, compared to LGAQ 2017 State-wide and Provincial results. There are three stand out
themes:
Customer Service and Communication (75.41% for Noosa 2019 versus 65.92% and
66.38% for LGAQ 2017 Provincial and State-wide)
Community Lifestyle Services (77.6% for Noosa 2019 versus 72.02% and 72.13% for
LGAQ 2017 Provincial and State-wide)
Managing the Shire (73.25% for Noosa versus 65.75% and 65.65% % for LGAQ 2017
Provincial and State-wide)
In comparison to Noosa 2017, the results for 2019 have increased in all areas except ‘Qualities
of Council’, where the result is only just below the 2017 survey.
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Areas for Improvement
Market Facts believes that Corporate Planning and Continuous Improvement initiatives in
Noosa Shire Council should focus on and prioritise those areas of responsibility, which are more
important to residents and where Council is seen as being further away from fulfilling
expectations (performance ratings). The objective should be to ‘close those gaps’.
This can be done by closing the gap between actual Performance and what it would be if it
achieved the Optimum Score of ‘5’ (which is not the same as the Importance score)
These 12 Responsibility Areas have been selected on the basis that
their Importance rating is at least 3.96 (on the border-line of ‘4’= ‘Important’), and
their Performance is more than 1.5% below Average (where Average Total
Performance Index is 74.59%).
These 12 Responsibility Area for Noosa 2019 as compared with LGAQ 2017, are shown
graphically below.
Areas for Improvement
Drainage & Flood Mitigation 70.30%
72.8%
Town Planning 67.70%
72.7%
Consulting the community 61.80%
72.2%
Responding to the Community 61%
71.8%
Building Control 68.10%
71.3%
Road Construction 67.90%
70.9%
Footpaths, Kerbing, Guttering 67%
69.6%
Road Maintenance 65.60%
69.5%
Traffic Management 68%
68.0%
Economic Development/Local Employment 62.10%
66.6%
Public Transport 63.70%
65.1%
Parking Facilities 62.90%
59.6%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
LGAQ 2017 Noosa 2019
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Section 104
Areas Rated as Being ‘High’ on Performance
There are 11 Responsibility Areas (out of the total of 41) on which Council performed best in
relation to their judged importance.
In this case, ‘best’ is defined as having an Importance rating of at least 3.96, and Performance
more than 1.5% above Average (74.59%). This list does not include all the Areas where the
“gaps are smallest”, as most of these do not have an Importance score above ‘4’ (the border-
line between ‘Important’ and ‘Nice to Have’).
These 11 Responsibility Area for Noosa 2019 as compared with LGAQ 2017, are shown
graphically below.
High Performers
80%
Libraries & other Information Access 84.9%
78.40%
Waste Management 81.5%
73.20%
Customer Service 81.0%
66.40%
Development of Tourism 79.5%
Disaster Management 79.4%
71.60%
Information services 79.2%
72.80%
Quality & Performance of Outdoor Workers 78.4%
71.40%
Quality & Performance of Indoor Staff 78.4%
72.10%
Community Safety 78.1%
70.30%
Community Services 77.1%
75%
Shopping Facilities 76.9%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0%
LGAQ 2017 Noosa 2019
Noosa Customer Satisfaction Survey 2019
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Section 105
Areas of Average Performance
There are only 12 Responsibility Areas (out of the total of 41) on which Council has received an
average score which is defined as having:
an Importance rating of at least 3.96 (on the border-line of ‘4’= ‘Important’), and
Performance not more than 1.5% below or above Average (where Average
Performance 74.59% - the (calculated) Average Total Performance Index).
These 12 Responsibility Area for Noosa 2019 as compared with LGAQ 2017, are shown
graphically below.
Average Performers
Community Development 69.90%
75.7%
Environmental Controls 68.10%
75.6%
Financial Management 64.60%
75.4%
Informing the Community 66.60%
75.2%
Evironment Protection & Conservation 66.60%
74.6%
Quality of Elected Council 68.70%
74.4%
Community Health 72.30%
74.3%
Qualitiy of Councillor(s) Dealt with 67.40%
74.1%
Human Resources Management 67.00%
74.0%
Managerial & Supervisory Officers 67.20%
73.6%
Revenue-raising 63.70%
73.4%
Providing Leadership & Advocacy 64.40%
73.2%
56.0% 58.0% 60.0% 62.0% 64.0% 66.0% 68.0% 70.0% 72.0% 74.0% 76.0% 78.0%
LGAQ 2017 Noosa 2019
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Areas of Least Importance
Only 6 of the 41 Responsibility Areas have not been considered in formulating the previous
three lists (Highest Performers, Lowest Performers and Average Performers) because they did
not have an Importance rating greater than 3.96, or 4 when rounded (i.e.= ‘Important’).
Nevertheless, they do exist, and are listed below - ranked by their Performance score, as used
in the previous three tables.
Despite their Importance rating being regarded as fairly low, by the Community at large,
Councils cannot avoid expending resources upon them, as they are very Important to some
members of the community (e.g. Sporting & Recreational Facilities is rated as ‘important’ by
54% of respondents). Hence, the detailed data on these particular areas has to be examined,
to formulate priorities - as these show the proportions of the community who have varying
priorities.
Least Important (Mean <3.96)
Parks, Playgrounds & Public Amenities 3.93
Pet/Animal Control 3.92
Cultural & Entertainment Facilities 3.88
Street Lighting 3.82
Heritage Protection 3.82
Sporting & Recreational Facilities 3.78
3.70 3.75 3.80 3.85 3.90 3.95
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The High Priority Areas
The Responsibility Areas, that have the largest ‘gaps’ between their scores for Performance and
their scores for Importance, also appear near the top of the Importance ranking and at the
bottom of the Performance ranking.
These are the Areas where residents are expressing high levels of dissatisfaction with
Performance levels and are awarding strong ‘should try harder’ scores.
Performance Improvement Targets
The chart overleaf shows a list of targets for improvement where elements have performance
ratings 1.5% or more below the average performance assessment of 74.59%, but which also
have relatively high (=/>4) levels of importance. There are others close to the cut-off not shown
in this figure, although these are noted in the detailed findings.
Performance Improvement Targets
OVERALL WEIGHTED PERFORMANCE INDEX 74.59%
Drainage & Flood Mitigation 72.8%
Town Planning 72.7%
Consulting the community 72.2%
Responding to the Community 71.8%
Building Control 71.3%
Road Construction 70.9%
Footpaths, Kerbing, Guttering 69.6%
Road Maintenance 69.5%
Traffic Management 68.0%
Economic Development/Local Employment 66.6%
Public Transport 65.1%
Parking Facilities 59.6%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%
These elements can be considered as priorities for enhancement of overall performance.
Attention to these elements will lead to the greatest overall increase in the weighted
performance indices for subsequent tracking surveys.
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Section 108
However, for this 2019 tracking survey, the results clearly demonstrate the extent to which
Council has significantly improved its performance, compared to the 2017 benchmark
customer satisfaction survey and also compared to LGAQ State-wide and Provincial
counterpart Councils. Despite this excellent result in 2019, all low performing areas remain as
low performers again in 2019 and a comparison of TPI’s is shown below:
2019 2017
Responding to the Community 71.8% 69.70%
Building Control 71.3% 71.30%
Road Construction 70.9% 69.80%
Footpaths, Kerbing, Guttering 69.6% 69.60%
Road Maintenance 69.5% 68.70%
Traffic Management 68.0% 69%
Economic Development/Local 66.6% 63.90%
Employment
Public Transport 65.1% 65.10%
Parking Facilities 59.6% 59.70%
The challenge is now for Council to address this in their future planning, and use follow up
tracking surveys to not only monitor ratings for individual areas, but also to ensure overall
performance, continues to increase or at least remain at comparative levels with LGAQ tracking
surveys.
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Section 109
APPENDIX
Survey Questionnaire
Public Opinion Question 6 Verbatims
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Section 110
NOOSA SHIRE COUNCIL
COMMUNITY SATISFACTION & ATTITUDES SURVEY
2019
Interviewers' Instructions
&
Respondent Contact
Market Facts Ref: J2433
Total Sample n=400
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Section 111
Stage I FIRST CONTACT
Good morning/ afternoon/ evening, my name is ............ from Market Facts, the Queensland Market Research
Company, and I'm ringing on behalf of the NOOSA SHIRE COUNCIL. We're conducting a survey about the sorts of
services people expect from their local council and how well they feel the council is doing its job... Are you a
permanent resident of your local area, aged 18 years or over? (IF NO, ASK FOR SOMEONE ELSE WHO IS)
1(a) Are you normally fairly interested in discussing local government issues and expressing an opinion about
them?
Yes 1 [GO TO 2]
No 2 [GO TO 1(b)]
Maybe / Don’t Know/ Not Sure 3 [GO TO 1(b)]
Refuses interview (TERMINATE, TALLY BELOW AND RECORD ON CALL SHEET):
(b) Would you be prepared to express an opinion about the sorts of services you expect from your local council?
Yes 1 [GO TO 2] No 2 [GO TO 4]
2(a) Are you an employee of your local council?
Yes 1 No 2 [GO TO 4]
(b) Do you feel able to judge how well the local council is doing its job?
Yes 1 No 2 [GO TO 4]
(c) Have you been living in this area for at least a year?
Yes 1 No 2 [GO TO 5]
Well, we'd be grateful if you would take part in our survey... It involves our posting to you some information on the
different types of Council services and then ringing you again to get your opinions of your Council's performance...
3 Are you prepared to take part?
Yes 1 [GO TO Stage 2 of this Screener]
No 2 [GO TO 5]
4 Have you been living in this area for at least a year?
Yes 1 No 2
5 Well if you were asked to give your local council a rating on how well they are carrying out their responsibilities
and delivering the services they are supposed to, would you give them a 5 for ‘very good’, a 4 for ‘good’, a 3 for
‘fair only’, a 2 for ‘poor’ or a 1 for ‘very poor’? (TALLY STROKE THE RATING IN THE RELEVANT BOX) THANK
AND TERMINATE CONTACT
5
4
3
2
1
Cannot Judge
THANK, AND TERMINATE CONTACT
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Section 112
SCREENING QUESTIONNAIRE - Stage 2
And just to make sure we are covering a cross-section of people in our survey ......
6. Thinking about your neighbourhood, could it be described as....
A built-up area, living close to your neighbours? 1
Park residential (½-1 hectare / 1-2½ acres) 2
Rural residential (more than 1-2 hectare/ 2½-5 acres) 3
A truly rural area, like living on a farm? 4
7. RECORD GENDER Male 1
Female 2
8. What age group are you in? Would you be .........
18 - 24 ? 1 45 - 54 ? 4
25 - 34 ? 2 55 - 64 ? 5
35 - 44 ? 3 65 yrs and over 6
9. What is your present work status? Are you...
Working full-time? 1 Home duties? 4
Working part-time? 2 Retired? 5
Unemployed? 3 Incapacitated? 6
10. Are you renting, or living in your own home?
Renting 1
Own home 2
ENROL RESPONDENTS FOR MAIN SURVEY
■ Write name, email address, phone or fax number and preferred re-contact arrangements on
“contact sheet’ for use in re-contacting
■ Organise emailing of letter and attachments.
Thank you for your help.
I will be sending your information packet shortly. Please read it through very carefully as our second
interview will be all about the conclusions you reach after reading this material. The material we are
sending you is not confidential - you can discuss it with any one you like - family, neighbours, friends .
...
The opinions that you give us are confidential, and only I and Market Facts will know what you have
said.
Goodbye. I’ll talk to you again on the ...............................................[INSERT DATE]
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Section 113
March / April 2019
Dear Resident
Thank you for taking part in our survey on behalf of the NOOSA SHIRE COUNCIL. It is expected to
provide valuable input to Council’s review of their Corporate Plans, and their long term Corporate
Goals. The primary aim of the survey is to provide information to assist in improving their delivery of
services to your local community.
The first two attached sheets list the various Areas of Council Responsibility for you to read and
consider - even discuss with family or friends - in preparation for a further phone contact, in which our
interviewer will ask you to rate Council's performance on all areas where you feel able to form a
judgement. Don't worry if there are some areas you are not familiar with - the interviewer will clarify
things further if necessary.
In the interview, we will cover:
1 How important you consider each of those services or responsibilities to be - using a five-point
scale, with the ratings being:
Crucial (5), Important (4), Nice to Have (3), Not Very Important (2), Quite Unimportant (1)
[For some of the Areas or Services, Council shares responsibility with State and/or Federal Governments (e.g.
Roads) or private operators (e.g. Public Transport). You need to decide how important it is for your Council to
get involved to some extent to ensure the service is provided, whether it does the job itself, or organises and/or
pressures other levels of government or private enterprise to do it.]
2 How well you believe your Council is performing in those aspects - the five-point scale being:
Very Good (5), Good (4), Fair Only (3), Poor (2), Very Poor (1)
If you were to put your own ratings for each area in the margins before we phone you, it might save
some time.
3 The third page of the attachment provides details of most of the final questions we will ask you,
right at the end of the interview. It would be helpful if you would have a think about them, so that
you can give us your opinions and feelings about them.
If you have any queries, please feel free to contact me personally.
Yours sincerely
LESLEY GIBBS
General Manager
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Section 114
AREAS OF COUNCIL RESPONSIBILITY
THEME (1) Basic Services and Infrastructure
Perform Importance
ance Function/Responsibility Examples/Clarification
Road Construction Constructing new OR upgrading existing roads
Repairing potholes and damaged road shoulders; street sweeping and
Road Maintenance
verge mowing
Footpaths, Kerbing & Guttering Construction and maintenance of safe footpaths, kerbs and gutters
Street Lighting Funding the provision and upkeep of lights on Council streets/roads
Traffic planning, traffic lights, roundabouts, traffic `calming' and
Traffic Management
directional signage
Establishing parking policies, parking control, provision of or
Parking Facilities
assessment of requirement for on and off-street parking
Public Transport Ensuring the provision of an adequate system of public transport
Construction and maintenance of open and underground stormwater
Drainage & Flood Mitigation
drains, levee banks, division channels etc
Garbage collection and disposal, waste minimisation (recycling and
Waste Management
composting), street bins
Inspection of restaurants/cafés/shops, mosquito/midge spraying,
Community Health
cemeteries
THEME (2) Community Lifestyle Services
Perform Importanc
ance Function/Responsibility Examples/Clarification e
Parks, Playgrounds & Public Development and maintenance of open space areas, parks, children's play-
Amenities grounds and public toilets
Environmental Controls Enforcement of regulations on air, water and noise pollution
Environmental Protection & Tree planting, bushland acquisition, noxious weeds eradication, foreshore
Conservation protection, preservation of natural areas
Preservation of historic buildings, monuments, facilities, artefacts, and
Heritage Protection
indigenous & other records
Public swimming pools, sports-fields, land and/or support for clubs & their
Sporting & Recreational Facilities
facilities
Cultural & Entertainment Civic centre, public halls, art gallery/museum, sound shell, community arts
Facilities programs, community festivals
Libraries & Other Information
Public libraries (incl. mobiles), Internet access, CD ROM's
Access
Safety action plans, safety audits, signage, security patrols & cameras,
Community Safety
beach & pool lifeguards, community education & awareness programs
Programs and facilities which meet the needs of a range of stakeholder
Community Services groups (such as senior citizens, young people, families, indigenous,
disabled, non-English speaking background)
Pet / Animal Control Registration, impounding of strays, control of feral animals
Ensuring the provision of adequate shopping facilities to meet the needs and
Shopping Centres
convenience of local residents
Working with (& supporting) community organisations and special-interest
Community Development
groups to develop strong, sustainable & self-reliant communities
J2433 Noosa Shire Council 2019 Market Facts (Qld) Pty Ltd
Document Set ID: 20874398
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The text continues on section 115.