2022-01-17 General Committee Meeting Agenda

GENERAL COMMITTEE MEETING AGENDA                                            17 JANUARY 2022


6.   2021 COMMUNITY SATISFACTION SURVEY RESULTS

Author           Director Executive Services, Debra Iezzi
                 Executive Services Department

Index            ECM/ Subject/ 27.80 Executive Branch Updates

Attachments      1.   Noosa Council Community Satisfaction Survey 2021 by Market Facts
                      Qld Pty Ltd (79 page attachment provided separately to this agenda)


EXECUTIVE SUMMARY
In June 2021 the Noosa Council commissioned Market Facts Pty Ltd to conduct its biennial
benchmarking survey of community attitudes measuring levels of satisfaction with 41 council
services grouped under the 5 Themes of: Qualities of Council; Customer Services and
Communication; Managing the Shire; Community Lifestyle Services; and Basic Services and
Infrastructure. This is the third community satisfaction survey that Council has conducted with
previous surveys undertaken in 2017 and 2019.
The Community Satisfaction Survey Report (attached) presents the survey findings and an
analysis of ratings and variances. In addition, it compares Noosa Council’s 2021 survey results
with Council’s previous 2017 and 2019 survey results allowing Council to benchmark our
performance. In the past Council was also able to benchmark performance against other
Queensland Councils through the LGAQ biannual survey which was undertaken in 2017 and 2019
however as the LGAQ survey has been discontinued this survey is no longer possible. For
comparative purposes the 2017 and 2019 LGAQ survey results are shown in the survey report.
When coupled with previous data, the 2021 survey provides a reliable historical source of the
community’s views since 2017. A selection of results from the last 5 years shows that Council
continues to provide services that meet the public’s expectations.
The information from the 2021 survey will be used to support strategic decision making and
improve service delivery.
In summary, the 20 21 survey findings show:
•    While Council is performing below the results of previous years, advice is that other
     Queensland councils have also recorded lower results in their community satisfaction
     surveys. Despite this, Council in most areas is perceived to be meeting expectations of the
     community it serves with 71.04% of respondents viewing Council’s overall performance as
     good and very good (compared to 75.8% in 2019 and 76.4% in 2017).
•    Noosa Council’s overall average Total Performance Index at 72.07% is below its previous
     2019 and 2017 survey results but above LGAQ state-wide and provincial averages for those
     years.
•    The best results were achieved in the following themes: Community Lifestyle Services,
     Qualities of Council and Managing the Shire.
•    The top 6 performing services relative to importance were: Disaster Management, Waste
     Management, Parks Playgrounds & Public Amenities, Customer Service, Environment
     Protection & Conservation and Community Safety.
•    Priorities for enhancement of overall performance are: Parking Facilities, Economic
     Development, Local Employment, Traffic Management, Responding to the Community, Road
     Maintenance, Consulting the Community, Road Construction, Building Control, Informing the
     Community and Quality of Councillors Dealt With.



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