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

                     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)




                     Noosa Customer Satisfaction Survey 2019
                     MARKET FACTS (QLD) PTY LTD                                14



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