customer satisfaction index july 2006

Customer Satisfaction IndexJuly 2006

RESULTS

IntroductionThis report presents the results for the Customer Satisfaction Index survey undertaken in July 2006.

The objectives of the research were:

• For importance, find out customers’ requirements and their relative importance

• For satisfaction, find out our customers’ perception of our performance

• To create Priorities for Improvement (to deliver resident satisfaction and build loyalty organisations must match their performance with residents’ priorities and these PFIs are an indication of whether this is happening or not). Therefore, PFIs are extremely useful in deciding where best to focus resources on making the improvements that will contribute most to increasing resident satisfaction.

• To create a Satisfaction Index (an overall measure of customer satisfaction which can be monitored over time)

A standard satisfaction survey just measures residents’ satisfaction with the services an organisation provides. However, a Satisfaction Index survey measures whether it is ‘doing best what matters most to their residents’.

Methodology

The first survey of this kind for all public-facing services was undertaken in 2002. By building on this and to establish how important or unimportant chosen topic areas were to residents in 2006, two focus groups were held. Each group lasted for a duration of two hours and were held in Stratford-upon-Avon and Southam. The first part of the discussion looked at the attendees’ feelings of satisfaction and dissatisfaction with the council in various subject areas. The second part of the discussions concentrated on the relative importance of each of the topic areas to those individuals. It must be recognised that all the topics within the survey are important and in their own right should be priorities for the Council. However, the survey gives the Council a way of ranking these priorities and it is these which the Council must look to improve. In this instance, a 10 point scale has been recommended as good practice.

A questionnaire was sent to 5000 randomly selected residents off the electoral role. 897 questionnaires were returned in the timeframe allowed (5 were undelivered). A response rate of 18% was achieved. For the comparatively long length of questionnaire, this is an expected response. According to specialists in this field, a return of 15-20% is the norm for this sort of research. On an observed statistic of 50%, the standard error of +/-3% was achieved in this survey.

Summary of Findings (I)

The following are based on all respondents: -

The overall satisfaction score for all Council services is 73.3%, an increase of 1.7% on

2004.

The highest rated score for a service is 80.2% - refuse and recycling. The lowest rated

services are planning (67.3%) and parking (67.6%).

Three services have improved their CSI score by more than 3% compared with the last

survey – street cleaning, leisure facilities and housing. No service score went down

compared with 2004.

Compared against all 97 requirements used, the five highest scoring were: the friendliness

of refuse collectors; opening times of SDC offices; the helpfulness of refuse collectors; the

provision of green wheelie bins; and the variety of equipment available in play areas.

The lowest scoring, which are the top priorities for improvement were: the cost of car

parking; being consulted on the District’s planning policies; the building of schools, roads,

etc in line with housing developments; the amount of information the Council provides on

the future development of the District; and the availability of affordable housing across the

District.

Summary of Findings (II)

The following are based on users of a service: -

The overall satisfaction score for users of Council services is 70.9%, a 2% increase on

2004.

For every service, the CSI score for users of a service in the last two years is lower

compared with the scores of all respondents. For example, the planning score for all

respondents is 67%, but this falls to 64% for those who have used the service.

Compared with 2004, the satisfaction of residents rose by 5% for those who had used

the Housing service and used the Council’s leisure facilities. Those contacting Council

Tax were more satisfied, with their CSI score increasing 2.5%. All services saw an

increase in their user CSI score, except for a negligible decrease of 0.1% in

Environmental Health.

The highest rated service aspects for users were the opening times of SDC offices,

feeling safe using SDC’s leisure facilities, the information provided on SDC’s leisure

facilities and events, and the variety of equipment available at play areas.

The lowest rated aspects for users were the cost of car parking, the availability of

affordable housing across the District, being consulted on the Districts planning policies

and the building of schools etc in line with housing development.

Summary of Findings (III)

The following summarises the best and worst aspects for each service surveyed (these are

the same for both “all respondents” and “users”, except for the following: Best aspect for

leisure facilities users was “feeling safe using the facilities” and the worst aspect for council

tax users was the “accuracy of council tax billing”): -

Service Best Aspect Worst Aspect The Council in General

Opening times of SDC offices Returning telephone calls

Council Tax Being able to contact the relevant person

Keeping promises and commitments

Environmental Health Pest control in your locality Noise control within your locality

Housing Professionalism of housing staff

Availability of affordable housing across the district

Leisure Facilities Information provided on SDC facilities/events

Cleanliness of leisure facilities

Parking Provision of Park & Ride in the District

Cost of car parking

Parks & Open Spaces Clean & tidy appearance of parks & gardens

Personal safety in Stratford parks

Planning Professionalism of planning staff

Being consulted on the Districts planning policies

Play Areas Variety of equipment available in play areas

Free of dogs / dog mess

Public Toilets Lighting in public toilets

Number of public toilets

Refuse Collection / Recycling

Friendliness of refuse collectors

Range of items allowed for recycling

Street Cleaning Removal of abandoned cars Keeping the streets free from dog fouling

Summary of Findings (IV)

The overall mean score for satisfaction with Council services in 2006 is 6.62, 0.13 higher

than that achieved in 2004.

More residents agree that the Council offers value for money in 2006 than it did in 2004.

In 2004, the mean score was 5.47 out of 10; in 2006 it had risen to 5.68.

Respondents were asked to make additional comments. The top three mentions are the

need for more recycling facilities / better recycling (23%), the need to provide more

wheelie bins and refuse bags (15%), and one in ten made comments that car park fees

were too high. 9% asked to see a review of council tax bandings.

How we calculate the Customer Satisfaction Index

This example contains 10 requirements for a particular service:

Step 1. List all the average importance scores for each requirement and total them up.

Step 2. Calculate the percentage each average importance score is of the total of importancescores. This is the “weighted importance score” and adds up to 100%.

Step 3. Multiply the average satisfaction scores by the weighted importance scores, i.e. average satisfaction score (6.22) multiplied by weighted importance score (11.01%) equals 0.68.

Step 4. Add up the weighted satisfaction scores.

Step 5. Multiply the total of the weighted satisfaction scores by 10 to give us the Satisfaction Index expressed as a percentage.

When using the 10 point scale for satisfaction, 7 is regarded as an “acceptable performance”, with 8 and above being the target to be achieved in the future.

Overall ResultsFor Each Service

71.8

71.6

73.3

2002

2004

2006

OVERALL CUSTOMER SATISFACTION INDEX SCORESCOMBINED COUNCIL AVERAGE - ALL RESPONDENTS (02-06)

%

80.3

75.3

75.4

72.7

74.7

75.7

72.1

67.8

69.6

68.2

66.0

67.3

79.7

77.2

75.4

72.2

75.1

73.5

72.3

68.5

68.6

68.0

67.1

66.6

80.2

79.5

77.0

75.9

75.6

75.1

73.2

72.3

71.9

69.7

67.6

67.3

Refuse / Recycling

Council Tax

Environmental Health

Leisure Facilities

Parks & Open Spaces

Council in General

Play Areas

Street Cleaning

Housing

Public Toilets

Parking

Planning

200220042006

OVERALL CUSTOMER SATISFACTION INDEX SCORESBY SERVICE - ALL RESPONDENTS (JULY 2006)

Base: (897)

COMBINED COUNCIL AVERAGE 2006

= 73.3%


= 71.6%

%

1.6

3.8

3.7

3.3

2.3

1.7

0.9

0.7

0.5

0.5

0.4

1.6

Street Cleaning

Leisure Facilities

Housing

Council Tax

Public Toilets

Council in General


Play Areas

Planning

Parking

Refuse / Recycling

Parks & Open Spaces

%

SERVICE COMPARISON OF 2006 CSI SCORE VS 2004 CSI SCOREALL RESPONDENTS (difference in % score)

68.7

68.9

70.9

2002

2004

2006

OVERALL CUSTOMER SATISFACTION INDEX SCORESCOMBINED COUNCIL AVERAGE - USERS (02-06)

%

70.6

71.0

75.7

70.2

72.6

65.3

67.5

65.8

64.8

75.9

69.9

72.3

71.1

72.4

66.2

67.7

67.0

63.3

78.4

74.5

74.1

72.8

72.3

71.2

69.4

67.4

64.3

Council Tax

Leisure Facilities

Council in General

Play Areas


Housing

Public Toilets

Parking

Planning

200220042006

OVERALL CUSTOMER SATISFACTION INDEX SCORESBY SERVICE - USERS (JULY 2006)

Base: (693)


= 70.9%


= 68.9%

%

1.7

1.0

-0.1

0.4

1.7

1.8

2.5

4.6

5.0Housing

Leisure Facilities

Council Tax

Council in General

Play Areas

Public Toilets

Planning

Parking


%

SERVICE COMPARISON OF 2006 CSI SCORE VS 2004 CSI SCOREUSERS (difference in % score)

Individual ResultsBy Service

(All Respondents)

The results for each service requirement are shown with the worst score first and the best score last. This creates our

“Priorities for Improvement”.

T O P 1 0 M O S T I M P O R T A N T I N D I V I D U A L P R I O R I T I E S

A C R O S S A L L S E R V I C E S 2 0 0 6

( A L L R E S P O N D E N T S )

9 .3 0

9 .2 3

9 .1 9

9 .1 8

9 .1 6

9 .1 2

9 .0 8

9 .0 4

9 .0 3

9 .0 3

9 .0 3

4 5 6 7 8 9 1 0

R e g u la r w e e k ly re fu s e c o lle c t io n s

A c c u ra c y o f c o u n c il t a x b illin g

K e e p in g p ro m is e s a n d c o m m it m e n t s in g e n e ra l

K e e p in g p ro m is e s a n d c o m m it m e n t s in C o u n c il T a x

N o t le a v in g a m e s s a ft e r re fu s e c o lle c t io n

R e t u rn in g t e le p h o n e c a lls in C o u n c il T a x

F re e o f d o g s / d o g s m e s s in p la y a re a s

C le a n lin e s s & c o n d it io n o f p u b lic t o ile t s

K e e p in g p ro m is e s a n d c o m m it m e n t s in P la n n in g

S a fe t y a n d s e c u r it y o f c a r p a rk s

O p e n in g t im e s o f S D C o ffi c e s

M e a n S c o re

T O P 1 0 L E A S T I M P O R T A N T I N D I V I D U A L P R I O R I T I E S

7 .4 3

7 .5 1

7 .6 9

7 .7 9

7 .8 8

7 .9 6

7 .9 6

8 .1 6

8 .1 9

8 .2 0

4 5 6 7 8 9 1 0

P ro v is io n o f P a rk & R id e in t h e D is t r ic t

O p e n in g t im e s o f S D C o ffi c e s

V a r ie t y o f e q u ip m e n t a v a ila b le in p la y a re a s

F r ie n d lin e s s o f re fu s e c o lle c t o rs

I n fo rm a t io n p ro v id e d o n S D C fa c ilit ie s

A m o u n t o f s e a t in g a v a ila b le in p a rk s a n d o p e n s p a c e s

A d e q u a t e p ro v is io n o f p la y a re a s a c ro s s D is t r ic t

N o s o f p a rk in g s p a c e s a llo c a t e d fo r d is a b le d p e o p le &p e o p le w it h c h ild re n

A v a ila b ilit y o f a ff o rd a b le h o u s in g a c ro s s D is t r ic t

B e in g a b le t o c o n t a c t re le v a n t p e rs o n w it h in h o u s in g

M e a n S c o re

ACROSS ALL SERVICES 2006

(ALL RESPONDENTS)

T O P 1 0 P R I O R I T I E S R E S I D E N T S S A T I S F I E D W I T H -



8 .8 5

8 .5 5

8 .2 5

8 .2 0

8 .2 0

8 .1 1

8 .0 9

8 .0 8

8 .0 2

8 .0 2

4 5 6 7 8 9 1 0

R e g u la r w e e k ly re fu s e c o lle c t io n s

P ro v is io n o f g re e n w h e e lie b in s

F r ie n d lin e s s o f re fu s e c o lle c t o rs

H e lp fu ln e s s o f re fu s e c o lle c t o rs

F e e lin g s a fe u s in g le is u re fa c ilit ie s

F o o d s a fe t y in lo c a l p re m is e s

A c c u ra c y o f c o u n c il t a x b illin g

N o t le a v in g a m e s s a ft e r re fu s e c o lle c t io n

B e in g a b le t o c o n t a c t t h e re le v a n t p e rs o n in c o u n c il t a xc o lle c t io n

K e e p in g p ro m is e s & c o m m it m e n t s

M e a n S c o re

T O P 1 0 P R I O R I T I E S R E S I D E N T S L E A S T S A T I S F I E D W I T H -



5 .4 5

5 .7 7

6 .1 4

6 .1 4

6 .1 7

6 .2 5

6 .2 8

6 .5 6

6 .5 9

6 .5 9

4 5 6 7 8 9 1 0

C o s t o f c a r p a rk in g

B e in g c o n s u lt e d o n t h e D is t r ic t 's p la n n in g p o lic ie s

A v a ila b lilit y o f a ff o rd a b le h o u s in g a c ro s s D is t r ic t

A m o u n t o f C o u n c il fe e d b a c k o n fu t u re d e v e lo p m e n t o fD is t r ic t

N u m b e r o f p u b lic t o ile t s a v a ila b le in D is t r ic t

B u ild in g o f s c h o o ls e t c in lin e w it h d e v e lo p m e n t

A m o u n t o f c a r p a rk in g in t h e t o w n c e n t re s

B e in g k e p t in fo rm e d o n a re g u la r b a s is a b o u t p la n n in ga p p lic a t io n

N u m b e r o f s p a c e s a llo c a t e d fo r d is a b le d p e o p le &p e o p le w it h c h ild re n

P ro v is io n o f P a rk & R id e in D is t r ic t

M e a n S c o re

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NT H E C O U N C I L I N G E N E R A L - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

9 .1 9

9 .0 0

8 .7 8

8 .8 9

8 .7 2

8 .6 7

8 .6 8

8 .7 8

8 .5 3

7 .5 1

7 .4 0

7 .2 7

7 .2 2

7 .4 3

7 .4 8

7 .6 4

7 .7 1

7 .8 4

7 .6 5

7 .4 6

4 5 6 7 8 9 1 0

K e e p in g p ro m is e s a n dc o m m it m e n t s

R e t u rn in g t e le p h o n ec a lls / re s p o n d in g t o e - m a ils

E x p la n a t io n o f a d e c is io nm a d e

P ro v is io n o f a n a n s w e r t oy o u r p ro b le m

P ro v id in g a p ro m p tre s p o n s e t o e n q u ir ie s

K n o w le d g e o f s t a ff

P ro fe s s io n a lis m o f s t a ff

B e in g p u t t h ro u g h t o t h ec o r re c t d e p a r t m e n t

B e in g a b le t o c o n t a c t t h ere le v a n t p e rs o n

O p e n in g t im e s o f S D Co ffi c e s

M e a n S c o re

I m p o rt a n c e S a t is fa c t io n

B A S E : ( S e e A p p e n d ix )

CSI Score for Council in General = 75.1%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NC O U N C I L T A X - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

9 .1 2

9 .1 8

9 .2 3

8 .9 9

8 .8 6

8 .7 7

8 .8 3

8 .8 8

7 .9 5

8 .0 2

8 .0 9

7 .9 2

7 .8 4

7 .8 6

7 .9 3

8 .0 2

4 5 6 7 8 9 1 0

R e tu r n in g te le p h o n e c a lls

K e e p in g p r o m is e s &c o m m itm e n ts

A c c u r a c y o f c o u n c il ta xb ilin g

P r o v is io n o f a n a n s w e r toy o u r p r o b le m

E x p la n a tio n o f a d e c is io nm a d e

K n o w le d g e o f s ta ff

P r o f e s s io n a lis m o f s ta ff

B e in g a b le to c o n ta c t th er e le v a n t p e r s o n

M e a n S c o r e

I m p o r ta n c e S a tis f a c t io nB A S E : ( S e e A p p e n d ix )

CSI Score for Council Tax = 79.5%

C U S T O M E R S A T I SFA CT I O N I N D E X : I M P O R T A N CE V S S A T I SFA C T I O NE N V I R O N M E N T A L H E A LT H – A L L R E S P O N D E N T S

( J U LY 2 0 0 6 )

8 .6 2

8 .9 4

8 .6 1

9 .0 0

8 .7 7

7 .2 6

7 .7 3

7 .4 5

8 .1 1

7 .9 5

4 5 6 7 8 9 1 0

N o ise co n tr o l w ith in y o u rlo ca lity

C o n tro llin g o f h e a lths ta n d a r d s in p u b lic a r e a s

A tm o sp h e r ic p o llu tio nco n tr o l w ith in y o u r

lo ca lity

Fo o d sa fe ty in lo ca lp r e m ise s

P e s t co n tr o l in y o u rlo ca lity

M e a n S co r e

I m p o rta n c e S a t is fa c t io n

B A S E : ( S ee A pp en d ix )CSI Score for Environmental

Health= 77.0%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NH O U S I N G - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

8 .1 9

8 .5 1

8 .5 1

8 .2 0

8 .2 5

8 .2 1

8 .2 2

8 .2 4

5 .7 7

7 .3 0

7 .5 4

7 .3 0

7 .3 9

7 .3 8

7 .4 0

7 .4 3

4 5 6 7 8 9 1 0

A v a ila b ilit y o f a ff o rd a b leh o u s in g a c ro s s D is t r ic t

K e e p in g p ro m is e s &c o m m it m e n t s

R e t u rn in g y o u r t e le p h o n ec a lls

B e in g a b le t o c o n t a c t t h ere le v a n t p e rs o n w it h in

h o u s in g



K n o w le d g e o f h o u s in g s t a ff

P ro fe s s io n a lis m o f h o u s in gs t a ff

M e a n S c o re

I m p o r t a n c e S a t is fa c t io nB A S E : ( S e e A p p e n d ix )

CSI Score for Housing= 71.9%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NL E I S U R E F A C I L I T I E S - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

8 .7 3

8 .6 4

8 .7 0

8 .2 9

8 .3 0

8 .5 6

8 .3 5

8 .7 8

8 .2 3

7 .8 8

7 .2 6

7 .2 5

7 .5 3

7 .4 0

7 .4 8

7 .7 9

7 .7 4

8 .2 0

7 .7 6

7 .4 5

4 5 6 7 8 9 1 0

C le a n lin e s s o f le is u refa c ilit ie s

V a lu e fo r m o n e y

M a in t e n a n c e o ffa c ilit ie s / e q u ip m e n t

S u it a b ilit y o f le is u refa c ilit ie s fo r d iff e re n t a g e s

A v a ila b ilit y lo c a lly o fle is u re fa c ilit ie s

P ro p e r ly q u a lifi e d s t a ff a tle is u re fa c ilit ie s

H e lp fu ln e s s o f s t a ff

F e e lin g s a fe u s in g t h efa c ilit ie s

F r ie n d lin e s s o f s t a ff

I n fo rm a t io n p ro v id e d o nS D C fa c ilit ie s / e v e n t s

M e a n S c o re

I m p o r t a n c e S a t is fa c t io n


CSI Score for Leisure Facilities= 75.9%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP A R K I N G - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

8 .9 6

8 .6 6

8 .4 8

8 .5 5

8 .1 6

9 .0 3

8 .8 4

8 .3 9

7 .4 3

5 .4 5

6 .2 5

6 .5 6

6 .6 8

6 .5 9

7 .6 9

7 .6 1

7 .3 5

6 .5 9

4 5 6 7 8 9 1 0


A m o u n t o f c a r p a rk in g in th e to w n c e n tre

F re e p a rk in g in c o u n c il c a r p a rks o u ts id e S tra t fo rd -u p o n - A v o n

U n d e rs ta n d in g p a rk in g ru le s & c h a rg e s

N o s . o f s p a c e s s u ita b le fo r d is a b le d p e o p le / p e o p lew ith c h ild re n

S a fe ty & s e c u rity o f c a r p a rks

L ig h t in g o f c a r p a rks

Ro a d s ig n s d ire c t in g y o u to c a r p a rks

P ro v is io n o f P a rk & R id e in th e D is t r ic t

M e a n S c o re


B A S E : ( S e e A p p e n d ix )CSI Score for Parking= 67.6%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP A R K S & O P E N S P A C E S - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

8 .8 5

8 .5 0

7 .9 6

8 .6 7

7 .6 9

7 .3 6

7 .2 2

7 .9 5

4 5 6 7 8 9 1 0

P e rs o n a l s a fe t y inS t ra t fo rd 's p a rk s

P ro v is io n o f t h e s a m e le v e lo f s e rv ic e a c ro s s t h e

D is t r ic t

A m o u n t o f s e a t in ga v a ila b le

C le a n & t id y a p p e a ra n c e o fp a rk s & g a rd e n s

M e a n S c o re



CSI Score for Parks & Open Spaces= 75.6%

CUSTOMER SATI SFACTI ON I NDEX: I MPORTANCE VS SATI SFACTIONPLANNI NG – ALL RESPONDENTS

(J ULY 2006)

8.41

8.63

8.57

8.45

9.03

8.67

8.99

8.75

8.46

8.81

8.75

8.59

8.59

8.59

8.75

8.72

5.77

6.17

6.14

6.28

6.97

6.63

7.00

6.82

6.60

7.01

6.99

6.89

6.90

7.04

7.21

7.24

4 5 6 7 8 9 10

Being consulted on the District's planning policies

Building of schools etc in line with housing development

Amount of Council information on future development of District

Being kept informed on a regular basis about application

Keeping promises and commitments

Any objections made to a planning application are considered

Returning your telephone calls

Explanation of decision made

Time taken to make a decision about a planning application

Provision of answer to your problem

Being able to contact relevant person within planning dept

Accessibility of planning staff

Providing a quick response to enquiries

Receiving advice & information from planning staff

Knowledge planning staff

Professionalism of planning staff

Mean Score

Importance Satisfaction

BASE: (See Ap p endix)

CSI Score for Planning= 67.3%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP L A Y A R E A S – A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

9 .0 8

8 .8 4

8 .8 3

7 .9 6

7 .6 9

7 .3 2

7 .3 4

7 .6 5

6 .8 7

7 .4

4 5 6 7 8 9 1 0

F re e o f d o g s / d o g m e s s

C le a n lin e s s & c o n d it io n o fp la y a re a s / e q u ip m e n t

S a fe ty & s e c u rity o f p la ya re a s / e q u ip m e n t

A d e q u a te p ro v is io n o f p la ya re a s a c ro s s th e D is tr ic t

V a rie ty o f e q u ip m e n ta v a ila b le in p la y a re a s

M e a n S c o re

I m p o rta n c e S a t is fa c t io nB A S E : ( S e e A p p e n d ix )CSI Score for Play Areas=

73.2%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP U B L I C T O I L E T S – A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

8 .5 0

8 .8 7

9 .0 4

8 .9 9

8 .3 4

8 .3 8

8 .9 2

6 .1 4

7 .0 0

7 .3 5

7 .3 2

6 .6 9

6 .7 5

7 .4 7

4 5 6 7 8 9 1 0

N u m b e r o f p u b lic to ile tsa v a ila b le in D is tr ic t

S u ffi c ie n t a m o u n t o f to ile tro lls / s o a p e tc

C le a n lin e s s & c o n d it io n o fp u b lic to ile ts

F e e lin g s a fe u s in g p u b licto ile ts

L o c a t io n o f p u b lic to ile ts

O p e n in g t im e s o f p u b licto ile ts

L ig h t in g in p u b lic to ile ts

M e a n S c o re



CSI Score for Public Toilets= 69.7%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NR E F U S E C O L L E C T I O N / R E C Y C L I N G - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

8 .5 3

9 .1 6

8 .4 2

8 .8 7

8 .3 6

9 .3 0

8 .8 0

8 .2 8

7 .7 9

6 .8 0

8 .0 8

7 .8 9

7 .9 5

7 .5 3

8 .8 5

8 .5 5

8 .2 0

8 .2 5

4 5 6 7 8 9 1 0

R a n g e o f it e m s a llo w e d fo rre c y c lin g

N o t le a v in g a m e s s a ft e rc o lle c t io n

U s a b ilit y o f re c y c lin gc o n ta in e rs

P ro v is io n o f b la c k b a g s

P ro v is io n o f c e n t ra lre c y c lin g p o in t s

R e g u la r w e e k ly re fu s ec o lle c t io n s

P ro v is io n o f g re e n w h e e lieb in s

H e lp fu ln e s s o f re fu s ec o lle c t o rs

F r ie n d lin e s s o f re fu s ec o lle c t o rs

M e a n S c o re



CSI Score for Refuse/Recycling= 80.2%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NS T R E E T C L E A N I N G - A L L R E S P O N D E N T S

( J U L Y 2 0 0 6 )

9 .0 0

8 .8 3

8 .8 4

8 .6 2

8 .9 9

8 .8 3

7 .0 2

7 .1 0

7 .1 5

7 .0 4

7 .4 5

7 .6 3

4 5 6 7 8 9 1 0

K e e p in g t h e s t re e t s fre efro m d o g fo u lin g

P ro v is io n o f s a m e le v e l o fs e rv ic e a c ro s s D is t r ic t

R e s p o n d in g q u ic k ly t olit t e r / fl y t ip p in g p ro b le m

N u m b e r o f lit t e r b in sp ro v id e d

K e e p in g t h e s t re e t s fre efro m lit t e r

R e m o v a l o f a b a n d o n e d c a rs

M e a n S c o re



CSI Score for Street Cleaning= 72.3%

Individual ResultsBy Service

(Users of a Service in Last 2 Years)

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NT H E C O U N C I L I N G E N E R A L - U S E R S

( J U L Y 2 0 0 6 )

9 .2 4

9 .0 7

8 .8 5

8 .9 8

8 .7 6

8 .7 4

8 .7 0

8 .8 6

8 .6 0

7 .6 0

7 .2 7

7 .1 0

7 .0 7

7 .3 2

7 .3 5

7 .6 0

7 .6 4

7 .7 5

7 .5 9

7 .4 2

4 5 6 7 8 9 1 0

K e e p in g p ro m is e s a n dc o m m it m e n t s

R e t u rn in g t e le p h o n ec a lls / re s p o n d in g t o e - m a ils



P ro v id in g a p ro m p tre s p o n s e t o e n q u ir ie s

K n o w le d g e o f s t a ff

P ro fe s s io n a lis m o f s t a ff

B e in g p u t t h ro u g h t o t h ec o r re c t d e p a r t m e n t

B e in g a b le t o c o n t a c t t h ere le v a n t p e rs o n

O p e n in g t im e s o f S D Co ffi c e s

M e a n S c o re



CSI Score for Council in General = 74.1%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NC O U N C I L T A X - U S E R S

( J U L Y 2 0 0 6 )

9 .2 0

9 .1 6

9 .0 5

8 .9 6

8 .7 9

8 .7 6

8 .7 8

8 .8 3

7 .9 1

7 .8 8

7 .7 9

7 .8 4

7 .7 3

7 .7 8

7 .8 3

7 .9 5

4 5 6 7 8 9 1 0

A c c u ra c y o f c o u n c il ta xb illin g

Ke e p in g p ro m is e s &c o m m itm e n ts

Re tu rn in g te le p h o n e c a lls

P ro v is io n o f a n s w e r top ro b le m


Kn o w le d g e o f c o u n c il ta xs ta ff

P ro fe s s io n a lis m o f c o u n c ilta x s ta ff

B e in g a b le to c o n ta c t th ere le v a n t p e rs o n

M e a n S c o re



CSI Score for Council Tax= 78.4%

C U S T O M E R S A T I S FA C T I O N I N D E X : I M P O R T A N C E V S S A T I S FA C T I O NE N V I R O N M E N T A L H E A LT H - U S E R S

( J U LY 2 0 0 6 )

8 .8 1

8 .7 6

9 .0 1

9 .1 1

8 .9 4

6 .4 3

6 .8 1

7 .2 2

7 .8 8

7 .7 7

4 5 6 7 8 9 1 0

No ise co n tro l w ith in yo u rlo ca lity

A tm o sp h er ic p o llu tio nw ith in yo u r lo ca lity

C o n tro llin g o f h ealthstan d ard s in p u b lic areas

Fo o d safety in lo ca lp rem ises

P est co n tro l in yo u rlo ca lity

M ean S co re

I m p o rta n c e Sa tis fa c tio nB A S E : ( S ee A pp end ix ) CSI Score for Environmental Health= 72.3%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NH O U S I N G - U S E R S

( J U L Y 2 0 0 6 )

9 .0 1

9 .0 9

8 .9 5

9 .0 8

8 .7 9

8 .8 0

8 .7 8

8 .8 5

5 .5 1

7 .1 3

7 .3 0

7 .5 2

7 .2 9

7 .3 2

7 .3 6

7 .5 4

4 5 6 7 8 9 1 0

A v a ila b ilit y o f a ff o rd a b leh o u s in g a c ro s s D is t r ic t

K e e p in g p ro m is e s &c o m m it m e n t s

B e in g a b le t o c o n t a c tre le v a n t p e rs o n w it h in

h o u s in g

R e t u rn in g y o u r t e le p h o n ec a lls


E x p la n a t io n o f d e c is io n m a d e

K n o w le d g e o f h o u s in g s t a ff

P ro fe s s io n a lis m o f h o u s in gs t a ff

M e a n S c o re



CSI Score for Housing= 71.2%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NL E I S U R E F A C I L I T I E S - U S E R S

( J U L Y 2 0 0 6 )

8 .9 1

8 .7 6

8 .9 3

8 .6 6

8 .4 4

8 .7 4

8 .5 9

8 .4 3

8 .0 3

8 .8 2

6 .9 3

7 .0 3

7 .2 5

7 .4 3

7 .2 8

7 .6 7

7 .6 6

7 .7 3

7 .3 4

8 .2 0

4 5 6 7 8 9 1 0

C le a n lin e s s o f le is u refa c ilit ie s

V a lu e fo r m o n e y

M a in te n a n c e o ffa c ilit ie s / e q u ip m e n t

A v a ila b ility lo c a lly o fle is u re fa c ilit ie s

S u ita b ility o f le is u refa c ilit ie s fo r a ll a g e s

P ro p e rly q u a lifi e d s ta ff

H e lp fu ln e s s o f s ta ff

F rie n d lin e s s o f s ta ff

I n fo rm a t io n p ro v id e d o nS D C fa c ilit ie s o r e v e n ts

F e e lin g s a fe u s in g th efa c ilit ie s

M e a n S c o re



CSI Score for Leisure Facilities= 74.5%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP A R K I N G - U S E R S

( J U L Y 2 0 0 6 )

9 .0 5

8 .7 3

8 .5 5

8 .6 2

8 .1 5

9 .0 9

8 .8 8

8 .4 2

7 .3 9

5 .3 9

6 .2 1

6 .5 3

6 .6 5

6 .5 8

7 .6 9

7 .6 2

7 .3 5

6 .5 9

4 5 6 7 8 9 1 0


A m o u n t o f c a r p a rk in g in th e to w n c e n tre s

F re e p a rk in g in C o u n c il c a r p a rks o u ts id e S tra t fo rd -u p o n - A v o n

U n d e rs ta n d in g p a rk in g ru le s & c h a rg e s

N o s o f s p a c e s a llo c a te d fo r d is a b le d p e o p le / p e o p le w ithc h ild re n

S a fe ty a n d s e c u rity o f c a r p a rks

L ig h t in g o f c a r p a rks

Ro a d s ig n s d ire c t in g y o u to c a r p a rks

P ro v is io n o f P a rk & R id e in th e D is t r ic t

M e a n S c o re



CSI Score for Parking= 67.4%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP L A N N I N G - U S E R S

( J U L Y 2 0 0 6 )

8 . 5 7

8 . 7 8

8 . 7 1

8 . 6 6

8 . 9 8

8 . 7 8

9 . 0 3

9 . 2 1

9 . 1 4

9 . 0 9

9 . 0 0

8 . 8 8

8 . 9 1

8 . 9 8

9 . 0 0

9 . 0 1

5 . 2 9

5 . 5 7

5 . 8 2

5 . 9 0

6 . 3 5

6 . 2 3

6 . 4 9

6 . 7 0

6 . 6 3

6 . 6 6

6 . 7 1

6 . 6 8

6 . 7 1

6 . 9 4

6 . 9 9

7 . 0 6

4 5 6 7 8 9 1 0

B e in g c o n s u lt e d o n t h e D is t r ic t 's p la n n in g p o lic ie s

B u ild in g o f s c h o o ls e t c in lin e w it h h o u s in g d e v e lo p m e n t

A m o u n t o f C o u n c il fe e d b a c k o n fu t u r e d e v e lo p m e n t o f D is t r ic t

B e in g k e p t in fo r m e d o n a r e g u la r b a s is a b o u t p la n n in g a p p lic a t io n

A n y o b j e c t io n s m a d e t o a p la n n in g a p p lic a t io n a r e c o n s id e r e d

T im e t a k e n t o m a k e a d e c is io n a b o u t a p la n n in g a p p lic a t io n

E x p la n a t io n o f a d e c is io n m a d e

K e e p in g p r o m is e s a n d c o m m it m e n t s

R e t u r n in g y o u r t e le p h o n e c a lls

P r o v is io n o f a n a n s w e r t o y o u r p r o b le m

B e in g a b le t o c o n t a c t r e le v a n t p e r s o n w it h in p la n n in g d e p t

P r o v id in g a q u ic k r e s p o n s e t o e n q u ir ie s

A c c e s s ib ilit y o f p la n n in g s t a ff

R e c e iv in g a d v ic e & in fo r m a t io n f r o m p la n n in g s t a ff

K n o w le d g e o f p la n n in g s t a ff

P r o fe s s io n a lis m o f p la n n in g s t a ff

M e a n S c o re



CSI Score for Planning= 64.3%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP L A Y A R E A S - U S E R S

( J U L Y 2 0 0 6 )

9 .3 7

9 .1 8

8 .4 2

9 .1 5

8 .0 8

7 .2 4

7 .2 8

6 .8 0

7 .6 6

7 .3 9

4 5 6 7 8 9 1 0

F re e o f d o g s / d o g m e s s

C le a n lin e s s & c o n d it io n o fp la y a re a s / e q u ip m e n t

A d e q u a te p ro v is io n o f p la ya re a s a c ro s s th e D is tr ic t

S a fe ty a n d s e c u r ity o f p la ya re a s / e q u ip m e n t

V a rie ty o f e q u ip m e n ta v a ila b le in p la y a re a s

M e a n S c o re



CSI Score for Play Areas= 72.8%

C U S T O M E R S A T I S F A C T I O N I N D E X : I M P O R T A N C E V S S A T I S F A C T I O NP U B L I C T O I L E T S - U S E R S

( J U L Y 2 0 0 6 )

8 .6 6

8 .8 7

8 .5 4

8 .4 8

9 .1 4

9 .0 3

8 .9 4

6 .0 6

6 .9 9

6 .6 8

6 .6 6

7 .3 5

7 .3 1

7 .4 7

4 5 6 7 8 9 1 0

N u m b e r o f p u b lic to ile tsa v a ila b le in D is t r ic t

S u ffi c ie n t a m o u n t o f to ile tro lls / s o a p e tc

O p e n in g t im e s o f p u b licto ile ts

L o c a t io n o f p u b lic to ile ts

C le a n lin e s s & c o n d it io n o fp u b lic to ile ts

F e e lin g s a fe u s in g p u b licto ile ts

L ig h t in g in p u b lic to ile ts

M e a n S c o re



CSI Score for Public Toilets= 69.4%

Overall Views of Council Services (All Respondents)

3.1

7.4

23.3

25.4

16.7

13.4

5.2

3.1

1.1

1.4

0 10 20 30

10 - ExtremelySatisfied

9

8

7

6

5

4

3

2

1 - ExtremelyDissatisfied

CUSTOMER SATISFACTION INDEXOVERALL SATISFACTION WITH COUNCIL SERVICES

ALL RESPONDENTS (JULY 2006)

Base: (843)

%

COMBINED COUNCIL AVERAGE 2006 = 6.62 (Mean Score)



2.3

4.2

13.3

17.5

17.9

20.7

10.0

5.5

2.6

6.1

0 10 20 30

10 - Totally Agree

9

8

7

6

5

4

3

2

1 - TotallyDisagree

CUSTOMER SATISFACTION INDEXAGREE/DISAGREE THAT COUNCIL OFFERS VALUE FOR MONEY

ALL RESPONDENTS (JULY 2006)

Base: (840)




%

22.8

14.8

9.8

8.6

8.3

6.5

6.5

6.5

5.6

5.6

5.6

5.3

5.3

5.0

0 10 20 30

Need more recycling facilities/ better recycling

Provide wheelie/ recycling bins/ bags

Car park fees too high

A review of Council Tax banding

Insufficient car parking/ free parking/ car parks closed

More equal share of council money/ time

Not enough refuse collections/ poor refuse collectors

Complaints ignored/ council services no feedback

Mentions of Council Tax

Dog fouling/ on paths

State of roads/ road signs

Mentions of wasting money (e.g. roadworks)

Too much new housing/ factories/ unsuitable business

Villages/ outside of towners feel forgotten

CUSTOMER SATISFACTION INDEXADDITIONAL COMMENTS (JULY 2006)

Base: (337)

Mentions 5% or more

%

APPENDIX A(Respondent Profile)

PROFILE

AGE: % ETHNICITY: %

16 – 25 4.3 British 98.7

26 – 35 8.9 I rish 0.4

36 – 45 13.6 White Other 0.4

46 – 54 13.9 Black & Black British African 0.2

56 – 65 26.0 I ndian 0.2

Over 65 33.4 White & Black African 0.1

(870) (848) SEX: % Male 39.9

Female 60.1

(837)

APPENDIX B(Base Sizes)

Council in General All Users Council Tax (Continued) All Users

Being able to contact relevant person 849 547 Provision of answer to your problem 821 241

Being put through to the correct dept 850 548 Explanation of a decision made 817 236

Providing a prompt response to enquires 844 542 Keeping promises & commitments 820 235

Professionalism of staff 841 541 Returning your telephone calls 821 234

Knowledge of staff 831 532 Refuse Collection / Recycling

Provision of answer to problem 838 538 Usability of recycling containers 863 N/A

Explanation of a decision made 830 529 Provision of central recycling points 857 N/A

Keeping promises & commitments 834 529 Range of items allowed for recycling 856 N/A

Returning your telephone calls 823 523 Regular weekly refuse collections 870 N/A

Opening times of SDC offices 797 527 Friendliness of refuse collectors 861 N/A

Council Tax Helpfulness of refuse collectors 860 N/A

Accuracy of council tax billing 839 239 Not leaving a mess after collection 870 N/A

Being able to contact the relevant person 830 245 Provision of black bags 865 N/A

Professionalism of staff 816 243 Provision of green wheelie bins 859 N/A

Knowledge of staff

809 237

BASE SIZES - IMPORTANCE (I)

Council in General All Users Council Tax (Continued) All Users

Being able to contact relevant person 775 543 Provision of answer to your problem 657 242

Being put through to the correct dept 778 545 Explanation of a decision made 651 242

Prompt response to enquiries 772 543 Keeping promises & commitments 648 241

Professionalism of staff 768 543 Returning your telephone calls 647 238

Knowledge of staff 760 537 Refuse Collection / Recycling

Provision of answer to problem 767 540 Usability of recycling containers 839 N/A

Explanation of a decision made 756 537 Provision of central recycling points 820 N/A

Keeping promises & commitments 756 539 Range of items allowed for recycling 831 N/A

Returning your telephone calls 751 529 Regular weekly refuse collections 850 N/A

Opening times for SDC offices 749 516 Friendliness of refuse collectors 829 N/A

Council Tax Helpfulness of refuse collectors 828 N/A

Accuracy of council tax billing 677 247 Not leaving a mess after collection 842 N/A

Being able to contact the relevant person 656 246 Provision of black bags 848 N/A

Professionalism of staff 656 244 Provision of green wheelie bins 837 N/A

Knowledge of staff

649 241

BASE SIZES - SATISFACTION(II)

Street Cleaning All Users Public Toilets (Continued) All Users

Keeping the streets free from litter 867 N/A Sufficient amount of toilet rolls/soap etc 834 521

Removal of abandoned cars 842 N/A Leisure Facilities

Keeping the streets free from dog fouling 865 N/A Cleanliness of leisure facilities 787 215

Provision same level of service across district 846 N/A Availability locally of leisure facilities 782 215

Responding quickly to litter/flytipping 845 N/A Properly qualified staff 783 215

No of litter bins provided 852 N/A Friendliness of the staff 779 215

Environmental Health Helpfulness of the staff 782 214

Controlling of health standards in public areas

843 125 Maintenance of the facilities/equipment 782 215

Noise control within your locality 854 125 Value for money 781 215

Atmospheric pollution within your locality 838 124 Feeling safe using the facilities 777 214

Food safety in local premises 850 125 Information provided on SDC facilities or events

774 214

Pest control in your locality 850 126 Suitability of leisure facilities for different ages

777 215

Public Toilets Play Areas

Cleanliness & condition of public toilets 842 525 Safety & security of play areas/ equipment

858 340

Number of public toilets 838 524 Cleanliness & condition of play areas/ equipment

854 342

Opening times of public toilets 831 518 Free of dogs/dog mess 862 342

Location of public toilets 830 519 Variety of equipment 850 339

Feeling safe using public toilets 832 519 Adequate provision across the District 853 337

Lighting in public toilets

833 520

BASE SIZES - IMPORTANCE (III)

Street Cleaning All Users Public Toilets (Continued) All Users

Keeping the streets free from litter 839 N/A Sufficient amount of toilet rolls/soap etc 698 513

Removal of abandoned cars 790 N/A Leisure Facilities

Keeping the streets free from dog fouling 825 N/A Cleanliness of leisure facilities 585 215

Provision same level of service across district 786 N/A Availability locally of leisure facilities 584 216

Responding quickly to litter/flytipping 776 N/A Properly qualified staff 583 216

No of litter bins provided 814 N/A Friendliness of the staff 580 215

Environmental Health Helpfulness of the staff 581 216

Controlling of health standards in public areas

619 115 Maintenance of the facilities/equipment 580 216

Noise control within your locality 632 115 Value for money 581 216

Atmospheric pollution within your locality 622 117 Feeling safe using the facilities 583 217

Food safety in local premises 626 114 Information provided on SDC facilities or events

577 213

Pest control in your locality 631 121 Suitability of leisure facilities for different ages

557 216

Public Toilets Play Areas

Cleanliness & condition of public toilets 709 526 Safety & security of play areas/ equipment

621 346

Number of public toilets 688 506 Cleanliness & condition of play areas/ equipment

620 346

Opening times of public toilets 688 504 Free of dogs/dog mess 619 344

Location of public toilets 694 511 Variety of equipment 618 344

Feeling safe using public toilets 696 512 Adequate provision across the District 609 332

Lighting in public toilets

698 513

BASE SIZES - SATISFACTION (IV)

Parks & Open Spaces All Users Planning (Cont) All Users

Clean & tidy appearance of parks & gardens 763 N/A Provision of answer to your problem 546 208

Provision same level of service across district

733 N/A Explanation of decision made 546 209

Personal safety in Stratford’s parks 747 N/A Keeping promises & commitments 543 206

Amount of seating available 751 N/A Returning your telephone calls 544 206

Planning Housing

Receiving advice from planning staff pre application

550 209 Availability of affordable housing across the District

531 98

Time taken to make decision on an application

545 208 Being able to contact relevant person in housing

517 99

Providing a quick response to enquiries 550 212 Professionalism of housing staff 515 98

Any objections made to planning application

541 202 Knowledge of housing staff 510 96

Being kept informed on a regular basis 550 211 Provision of answer to problem 512 99

Building of schools in line with housing developments

545 203 Explanation of a decision made 513 98

Amount of information the Council provides on the future development of District

550 205 Keeping promises & commitments 510 97

Consultation on planning policies 546 205 Returning your telephone calls 511 98

Being able to contact relevant person in planning

544 207

Accessibility of planning staff 543 208

Professionalism of planning staff 544 207

Knowledge of planning staff 541 204

BASE SIZES - IMPORTANCE (V)

Parks & Open Spaces All Users Planning (Cont) All Users

Clean & tidy appearance of parks & gardens 875 N/A Provision of answer to your problem 662 214

Provision same level of service across district

845 N/A Explanation of decision made 654 213

Personal safety in Stratford’s parks 855 N/A Keeping promises & commitments 655 215

Amount of seating available 837 N/A Returning your telephone calls 654 215

Planning Housing

Receiving advice from planning staff over the telephone

674 217 Availability of affordable housing across the District

627 101

Time taken to make a planning decision 669 216 Being able to contact relevant person in housing

623 100

Providing a quick response to enquiries 666 216 Professionalism of housing staff 619 99

Any objections made to planning application are considered

656 215 Knowledge of housing staff 617 98

Being kept informed on a regular basis 661 217 Provision of answer to problem 620 98

Building of schools in line with housing developments

658 215 Explanation of a decision made 616 98

Amount of information the Council provides on the future development of District

663 216 Keeping promises & commitments 618 98

Being consulted on the Districts planning policies

658 216 Returning your telephone calls 618 98

Being able to contact relevant person in planning

658 215

Accessibility of planning staff 657 216

Professionalism of planning staff 657 216

Knowledge of planning staff 654 215

BASE SIZES - SATISFACTION (VI)

Parking All Users

Safety and security of car parks 826 692

Lighting of car parks 823 692

Cost of car parking 826 691

Road signs directing you to car parks 814 684

Amount of car parking in the town centre 819 688

Understanding rules & charges 814 686

Numbers of spaces for disabled people/people with children

803 668

Free parking in Council car parks outside Stratford-upon-Avon

812 678

Provision of Park & Ride in the District 810 678

BASE SIZES - IMPORTANCE (VII)

Parking All Users

Safety and security of car parks 826 693

Lighting of car parks 823 690

Cost of car parking 826 691

Road signs directing you to car parks 814 690

Amount of car parking in the town centre 819 694

Understanding rules & charges 814 683

Numbers of spaces for disabled people/people with children

803 671

Free parking in Council car parks outside Stratford-upon-Avon

812 676

Provision of Park & Ride in the District 810 668

BASE SIZES - SATISFACTION (VIII)

customer satisfaction index july 2006

Documents

residents satisfaction

resident satisfaction

overall satisfaction

council services

residents priorities

survey street cleaning

selected residents

service score