Customer Satisfaction Customer Satisfaction SurveysSurveys
2005/06 2005/06
77thth August 2006 August 2006
BVPI general satisfaction BVPI general satisfaction survey 2005/06survey 2005/06
‘‘What’s your view?’ survey – What’s your view?’ survey – December 2005December 2005
Quality of LifeQuality of Life
BVPI General Survey
Top 5 factors in making somewhere a good place to live
31.7%
33.3%
35.0%
60.6%
64.4%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%
Shopping facilities
Low level of trafficcongestion
Affordable decenthousing
Low level of crime
Health services
Quality of LifeQuality of Life
Top 5 priorities for improvement in the local Top 5 priorities for improvement in the local areaarea
1.1. Traffic congestionTraffic congestion
2.2. Affordable decent housingAffordable decent housing
3.3. Road & pavement repairsRoad & pavement repairs
4.4. Activities for teenagersActivities for teenagers
5.5. Public transportPublic transport
BVPI General Survey
EnvironmentEnvironment
ServiceService % satisfied % satisfied 2005/062005/06
Change from Change from 2003/042003/04
Litter clearanceLitter clearance 69.1%69.1% +8.1%+8.1%
Provision of recycling facilitiesProvision of recycling facilities 78.1%78.1% +8.0%+8.0%
Kerbside recyclingKerbside recycling 80.4%80.4% +0.2%+0.2%
Household waste collectionHousehold waste collection 83.7%83.7% -1.5%-1.5%
46% felt household waste collection has improved over the last 3 years 46% felt household waste collection has improved over the last 3 years 56% felt local recycling facilities have improved over the last 3 years56% felt local recycling facilities have improved over the last 3 years 55% felt kerbside recycling has improved over the last 3 years55% felt kerbside recycling has improved over the last 3 years
BVPI General Survey
Dissatisfaction with household waste collection
Overall only 11.4% were dissatisfied with household waste collection
Maintain clean streets, parks Maintain clean streets, parks and open spacesand open spaces
57% satisfied with cleanliness of streets 57% satisfied with cleanliness of streets (48% March 2004) (48% March 2004) Exceeded target of 5% increase in Exceeded target of 5% increase in
satisfaction with cleanliness of streets March satisfaction with cleanliness of streets March 2004 – June 20062004 – June 2006
26% dissatisfied with cleanliness of streets 26% dissatisfied with cleanliness of streets (30% March 2004) (30% March 2004)
What’s your view?
Dissatisfaction with cleanliness of streets
Overall 26% were dissatisfied with the cleanliness of streets
Dissatisfaction comparisonDissatisfaction comparison
2003/04 2005/06
Community SafetyCommunity Safety
Anti-social behaviour – Factors perceived to be a very or Anti-social behaviour – Factors perceived to be a very or fairly big problem:fairly big problem: 58% - People using or dealing drugs (2003/04 - 47%)58% - People using or dealing drugs (2003/04 - 47%) 52% - Vandalism, graffiti and other deliberate damage 52% - Vandalism, graffiti and other deliberate damage
to property or vehicles (2003/04 - 56%)to property or vehicles (2003/04 - 56%) 52% Teenagers hanging around on the streets 52% Teenagers hanging around on the streets
(2003/04 - 51%)(2003/04 - 51%) 52% People being rowdy or drunk in public places 52% People being rowdy or drunk in public places
(2003/04 - 41%)(2003/04 - 41%) 28% felt the level of crime needed improving28% felt the level of crime needed improving
BVPI General Survey
Level of crime needs improving
Tackle anti-social behaviour Tackle anti-social behaviour and enforcementand enforcement
Exceeded target of 25% increase in awareness Exceeded target of 25% increase in awareness of Council’s ‘Blitz Teams’ of Council’s ‘Blitz Teams’ 14% March 2004 – 33% December 200514% March 2004 – 33% December 2005
Exceeded target of 25% increase in awareness Exceeded target of 25% increase in awareness of Council’s Community Safety Wardens of Council’s Community Safety Wardens 14% March 2005 – 26% 14% March 2005 – 26% December 2005December 2005
What’s your view?
Culture and LeisureCulture and Leisure
Dissatisfaction with sports/leisure facilities reduced by 3.7% Dissatisfaction with sports/leisure facilities reduced by 3.7% (2003/04 – 2005/06)(2003/04 – 2005/06)
26% felt facilities for young children have improved over the last 3 26% felt facilities for young children have improved over the last 3 years (highest of 20 factors ‘changes in Quality of Life’)years (highest of 20 factors ‘changes in Quality of Life’)
19% felt sports and leisure facilities have improved over the last 3 19% felt sports and leisure facilities have improved over the last 3 years (3years (3rdrd highest) highest)
18% felt parks and opens spaces have improved over the last 3 18% felt parks and opens spaces have improved over the last 3 years (4years (4thth highest) highest)
ServiceService % satisfied % satisfied 2005/062005/06
Change from Change from 2003/042003/04
Parks and open spacesParks and open spaces 76.1%76.1% +2.4%+2.4%
Sports/leisure facilitiesSports/leisure facilities 54.6%54.6% -0.7%-0.7%
BVPI General Survey
Dissatisfaction with sports/leisure facilities
Overall only 8.1% were dissatisfied with sports/ leisure facilities
Maintain children’s play areasMaintain children’s play areas
49% satisfied with children’s play areas49% satisfied with children’s play areas
10% dissatisfied with children’s play areas10% dissatisfied with children’s play areas
What’s your view?
Satisfaction with children’s play
Overall 49% were satisfied with children’s play
Improve public car parks Improve public car parks and toiletsand toilets
% satisfied % satisfied December December 20052005
Target Target March 2004 – March 2004 – June 2006June 2006
Achieved Achieved December December 20052005
Cleanliness of Cleanliness of public toiletspublic toilets
61.6%61.6% 10% increase 10% increase in satisfactionin satisfaction
9.2% increase 9.2% increase in satisfactionin satisfaction
Standard of Standard of public toilet public toilet buildingsbuildings
54.5%54.5% 10% increase 10% increase in satisfactionin satisfaction
9.8% increase 9.8% increase in satisfactionin satisfaction
Car parksCar parks 63.4%63.4% 10% increase 10% increase in satisfactionin satisfaction
5.4% increase 5.4% increase in satisfactionin satisfaction
What’s your view?
Satisfaction with ServicesSatisfaction with Services
BVPI General Survey
ServiceService % satisfied % satisfied 2005/062005/06
Change from Change from 2003/042003/04
EnvironmentalEnvironmental 55.3%55.3% +2.6%+2.6%
PlanningPlanning 33.1%33.1% -0.3%-0.3%
Cultural & Cultural & RecreationalRecreational
43.8%43.8% -0.9%-0.9%
HousingHousing 27.2%27.2% -2.5%-2.5%
Authority overallAuthority overall
Overall satisfaction with the council - 61.3%Overall satisfaction with the council - 61.3% Increased by 3.4% (2003/04 – 2005/06)Increased by 3.4% (2003/04 – 2005/06)
Has the way the council runs things got better or Has the way the council runs things got better or worse over the last 3 years or stayed the same?worse over the last 3 years or stayed the same? 22.4% felt it had got better22.4% felt it had got better 60.7% felt it had stayed the same60.7% felt it had stayed the same 16.9% felt it had got worse16.9% felt it had got worse
BVPI General Survey
Customer focused CouncilCustomer focused Council Top 5 service prioritiesTop 5 service priorities
1.1. Refuse Collection & RecyclingRefuse Collection & Recycling
2.2. Street SweepingStreet Sweeping
3.3. Crime & DisorderCrime & Disorder
4.4. Environmental ControlEnvironmental Control
5.5. Sea Defence, Water Courses and DrainageSea Defence, Water Courses and Drainage
84% satisfied with existing opening times of the council 84% satisfied with existing opening times of the council officesoffices
Of those Of those notnot satisfied … satisfied … 74% would like to see Saturday opening 74% would like to see Saturday opening 57% would like to see later closing57% would like to see later closing
What’s your view?
Not satisfied with existing opening hours
Overall 16% were not satisfied with existing opening hours of the council offices
Customer focused councilCustomer focused council
What is your preferred method of contacting the What is your preferred method of contacting the council?council?
What’s your view?
56.3%
14.0%
20.8%
8.9% 0.1%
By Phone Face to face In Writing
By Email By Text Message
Customer focused councilCustomer focused council
How would you prefer to give your views to the council?How would you prefer to give your views to the council?
76 78
12241334
1597
2113
2476
3486
4524
0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
TextMessaging
Other ViaParish/Town
Council
ResidentsPanel e.g.
TeignbridgeVoice
Email PublicMeetings
Telephone Letters Surveys e.g.'What's your
view?'
No
.
What’s your view?
Customer focused councilCustomer focused council
Preferred methods of receiving information from Preferred methods of receiving information from the councilthe council
1.1. Teignbridge NewsTeignbridge News
2.2. NewslettersNewsletters
3.3. A-Z of services bookletA-Z of services booklet
4.4. Council tax bookletCouncil tax booklet
What’s your view?
Information ProvisionInformation Provision
59% felt the council keeps residents very or 59% felt the council keeps residents very or fairly well informed about the services and fairly well informed about the services and benefits it providesbenefits it provides
41% felt the council provides only a limited 41% felt the council provides only a limited amount of information or doesn’t tell people amount of information or doesn’t tell people much about the services and benefits it providesmuch about the services and benefits it provides
BVPI General Survey
Influencing DecisionsInfluencing Decisions
25% agreed that they can influence decisions 25% agreed that they can influence decisions affecting their local areaaffecting their local area
43% disagreed that they can influence decisions 43% disagreed that they can influence decisions affecting their local areaaffecting their local area
BVPI General Survey
Valuing DiversityValuing Diversity
61% agreed that the local area is a place where 61% agreed that the local area is a place where people from different backgrounds get on well people from different backgrounds get on well together. together. 7% disagreed7% disagreed
BVPI General Survey
Access to ServicesAccess to Services
Top 4 services where access is perceived to be Top 4 services where access is perceived to be very or fairly difficult using usual form of very or fairly difficult using usual form of transport:transport: Theatre/Cinema – 26%Theatre/Cinema – 26% Council Office – 24%Council Office – 24% Local Hospital – 18%Local Hospital – 18% Sports/Leisure Centre – 17%Sports/Leisure Centre – 17%
BVPI General Survey
Access to the council offices
Overall 24% found access to the council offices difficult using their usual form of transport
Access to ServicesAccess to Services
Do you have easy and regular access to a computer Do you have easy and regular access to a computer linked to the internet?linked to the internet?
Of those who Of those who didn’tdidn’t have easy and regular access, 25% have easy and regular access, 25% would make use of a community computer if one was would make use of a community computer if one was available in their local village or townavailable in their local village or town
56.2%
43.8%
Yes No
All the results are available on the consultation All the results are available on the consultation pages of the website pages of the website
www.teignbridge.gov.uk/index.cfm?articleid=2315www.teignbridge.gov.uk/index.cfm?articleid=2315