2019-06-11 S&O Committee Agenda - Item 19 - Attachment 1 - Community Satisfaction Survey Noosa Shire Council 2019

                      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).




                     Noosa Customer Satisfaction Survey 2019
                     MARKET FACTS (QLD) PTY LTD                      101



Document Set ID: 20874398
Version: 1, Version Date: 31/05/2019