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

                     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).




                     Noosa Customer Satisfaction Survey 2019
                     MARKET FACTS (QLD) PTY LTD                     16



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