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

                     Customer Service and Communications

                     Weighted Performance Index (in order of Importance)

                       Theme 4                          2019 Survey
                       Customer Service and             Importance    Performance   Performance
                       Communication                    Means         Means         Indexes
                       Responding to the                       4.31       3.59         71.8%
                       Community
                       Consulting the community                4.31       3.61         72.2%
                       Informing the Community                 4.29       3.76         75.2%
                       Providing Leadership &                  4.29       3.66         73.2%
                       Advocacy
                       Customer Service                        4.28       4.05         81.0%
                       Information services                    4.22       3.96         79.2%
                       MEANS                                   4.28       3.77
                       Total Performance Index                                         75.41%



                     The weighted Total Performance Index (TPI) for Customer Service & Communications for 2019
                     is 75.41% (compared to 72.94% in 2017)

                     The table shows a comparison of how the community actually judges Council performance for
                     this theme, as it makes allowance for the relative Importance of each of the Activity Areas
                     judged. This ‘reality’ is shown in the Weighted Performance Indicator numbers. However, the
                     rank order of these WPIs is clearly at variance with the priorities with which the community
                     wants matters to be handled (shown by the rank order of Importance scores).




                     Noosa Customer Satisfaction Survey 2019
                     MARKET FACTS (QLD) PTY LTD                         26



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