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

                     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.




                     Noosa Customer Satisfaction Survey 2019
                     MARKET FACTS (QLD) PTY LTD                     22



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