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

                                                               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
                     MARKET FACTS (QLD) PTY LTD                        2



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