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

                     COMMUNITY RATINGS OF COUNCIL RESPONSIBILITY AREAS (THEMES)

                     This section comprises two sets of tables and commentary:

                              the first set of tables deals with the community’s priorities - the IMPORTANCE of each
                               Area of Responsibility/Service;
                              the second set of tables deals with the community’s perceptions of what is actually the
                               case - the ratings for COUNCIL PERFORMANCE in each Area of Responsibility / Service.


                      N.B. In the following tables, the Responsibility Areas being rated are presented in the order of
                      consideration by respondents, not in rank order of Importance or Performance.

                     Explanation of Importance & Performance Ratings

                     In the tables, the MEAN column or row is an average of the IMPORTANCE or PERFORMANCE
                     ratings given by all respondents, using 5-point scales with clarifying semantic differentials as
                     follows:

                                       IMPORTANCE                                      PERFORMANCE
                                       Crucial                 (5)               Very Good                 (5)
                                       Important               (4)               Good                      (4)
                                       Nice to Have            (3)               Fair Only                 (3)
                                       Unimportant             (2)               Poor                      (2)
                                       Quite Unimportant       (1)               Very Poor                 (1)

                     In both measurements, provision was also made for unprompted ‘Don't Know’ or ‘Not
                     Applicable’ responses. These were factored out of the calculations by giving them a
                     value = 0.

                     While the words used in the Performance Scales each have an obvious meaning, those used in
                     the Importance Scales were explained in detail to all respondents by the interviewers:
                          ‘Crucial’ means that it is a service or activity that the community must have and that it
                             is vital for the Council either to do or to get involved in to make sure that it is done by
                             someone.
                          ‘Important’ is for something that you certainly expect your Council to do, provide or
                             make sure that somebody else provides it.
                          ‘Nice to Have’ means just that, as does ‘Not Very Important’.
                          ‘Quite Unimportant’ means unnecessary - something that in any Council cutbacks
                             would be the first to go.

                     Achieved MEAN scores should thus be considered in relation to the scale being applied. For
                     example:
                          a MEAN of 4.5 on Importance indicates that the particular responsibility/quality is
                            adjudged mid-way between Important and Crucial.
                          a MEAN of 3.5 for Performance means that the Council is seen as mid-way between
                            Fair Only and Good in being effective/delivering service on that particular criterion.




                     Noosa Customer Satisfaction Survey 2019
                     MARKET FACTS (QLD) PTY LTD                      28



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