2017-08-08 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                   8 AUGUST 2017


6                        COMMUNITY SATISFACTION SURVEY RESULTS
DOCUMENT INFORM AT ION




Author                              Director Executive Services, Debra Iezzi
                                    Executive Services Department

Index                               ECM/ Subject/ Executive Office

Attachments                         1.    Community Satisfaction Survey, Market Facts (Qld) Pty Ltd
                                          (Note: 115 page attachment provided separately to this report)



EXECUTIVE SUMMARY
The community satisfaction survey provides a valuable avenue to engage with the community.
The intent of the survey is to determine the community’s satisfaction with Council services as well
as the community’s perception of the importance of these services. This information will be
considered by Council in corporate planning, establishing priorities, reviewing levels of service
and improvement initiatives. The survey instrument was developed by Market Facts (Qld) Pty
Ltd, an independent research organisation engaged by Council to survey residents and
benchmark Council’s performance with other Queensland councils.
The survey report attached presents the survey findings and an analysis of ratings and
variances. In addition, it compares Noosa Council’s survey results with the most recent LGA
norms established by the LGAQ’s most recent biennial survey conducted in July 2015.
In summary, the survey findings show:
                       76.4% of respondents viewed Council’s overall performance as good and very good;
                       Noosa Council’s performance is exceeding LGAQ State-wide and Provincial Averages
                         (based on the LGAQ Community Satisfaction Tracking Survey 2015) with an Average Total
                         Performance Index (TPI) of 73.2% compared to 70.96% State-wide and 70.89% Provincial.
                       The top 7 performing services were Waste Management, Customer Service, Disaster
                         Management, Community Safety, Managerial and Supervisory Officers, Quality of Elected
                         Council and Financial Management.
                       There are 15 responsibility areas/services where Council performed best in relation to their
                         judged performance (well above the average) and 12 responsibility areas/services where
                         Council has received an average score with 27 out of 41 areas being rated as average and
                         above average.
                       The opportunity exists for Noosa Council increase its overall performance rating through
                         improvements in the following responsibility/service areas: Parking Facilities; Economic
                         Development/Local Employment; Road Maintenance; Responding to the Community; Road
                         Construction; and Providing Leadership and Advocacy.
The survey tool used was a telephone survey of 400 Noosa residents aged 18 years and older.
The survey gauged the respondents level of satisfaction with 41 council services grouped under
five themes. The themes being: Qualities of Council (5 services); Customer Service and
Communication (6 services); Managing the Shire (8 services); Community and Lifestyle Services
(12 services); and Basic Services and Infrastructure (10 services). In addition, the survey
included 2 direct questions relating to overall level of satisfaction with council services and 5
supplementary questions developed by Noosa Council relating to disaster management, levels of
service and communication methods.




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