Results from the National Customer Satisfaction Survey 2021 giving a summary of local authority performance of the National Performance Framework.
1. The remit of the building standards system in Scotland is to protect the public interest by setting out the standards to be met when building or conversion work takes place, to the extent necessary to meet the building regulations.
2. In 2021, the Scottish Government commissioned Pye Tait Consulting to undertake the eighth annual national customer satisfaction survey for building standards. [1] The purpose of the annual survey is to obtain nationally consistent customer satisfaction data across all 32 local authorities in Scotland and to enable comparison analysis between years.
3. The survey aligns with Key Performance Outcome 4 ( KPO4 ) of the 'Building Standards Performance Framework for Verifiers' (operational from May 2017). [2] The purpose of KPO4 – titled 'Understand and respond to the customer experience' – is for local authority verifiers to monitor customer satisfaction with the building standards service and ensure it meets or exceeds customer expectations.
Key | Numerical rating questions | Percentage questions |
---|---|---|
Green (G) | 7.5 and higher | 75% and higher |
Amber (A) | Between 6.5 and 7.4 | Between 65% and 74% |
Red (R) | 6.4 and below | 64% and below |
Note that the colour-coding metrics used reflect The Scottish Government's updated performance measurement requirements.
Scotland | Scotland 2021 | Scotland 2020 | Scotland 2019 |
---|---|---|---|
Overall Satisfaction | |||
Overall satisfaction with the service (score out of 10) | 7.1 (A) | 7.5 (G) | 7.4 (A) |
Extent to which service met expectations (score out of 10) | 7.2 (A) | 7.5 (G) | 7.4 (A) |
Very/fairly satisfied with the timeliness of various aspects of the service | 54% (R) | 58% (R) | 60% (R) |
Kept very/fairly well informed about the progress of an application or submission | 59% (R) | 61% (R) | 61% (R) |
Strongly agree/agree to some extent that sufficient advice and guidance was received to meet needs | 63% (R) | 67% (A) | 69% (A) |
Strongly agree/agree to some extent that building standards service staff were polite and courteous | 80% (G) | 82% (G) | 84% (G) |
Very/fairly satisfied with the quality of the advice and guidance received from inspection staff | 60% (R) | 55% (R) | 77% (G) |
Satisfied with the accuracy of written information (score out of 10) | 7.9 (G) | 8.1 (G) | 8.1 (G) |
Satisfied with the quality of written information (score out of 10) | 7.8 (G) | 8.0 (G) | 8.0 (G) |
Building standards service staff are accessible if I want to meet them in person | 48% (R) | 51% (R) | 59% (R) |
Building standards service staff are approachable | 66% (A) | 72% (A) | 74% (A) |
Source Pye Tait Consulting, 2021