Issue - meetings

Report of Head of Transformation

Purpose of Report

To update the Executive on the results of the annual satisfaction survey and identify any areas to be reflected in future business and/or performance plans.

Recommendations

The meeting is recommended:

 1.1        To note the results of the customer survey, with particular reference to improvement in areas that were identified as priorities as an outcome of the survey undertaken in 2014. 

1.2         To agree the priorities and areas of focus for future action as set out in paragraphs 3.5 and 3.6.

Resolved

(1)          That the results of the customer survey, with particular reference to improvement in areas that were identified as priorities as an outcome of the survey undertaken in 2014, be noted. 

(2)          That the following priorities and areas of focus for future action be agreed:

            Customer Priorities

The ‘top 6’ key services which are perceived to be a priority by local residents in greater magnitude than other council services. 

1)    Household waste collection

2)    Household recycling collection and food/ garden waste collection service

3)    Dealing with anti-social behaviour/ nuisance

4)    Providing affordable housing

5)    Street cleaning and tackling environmental crime

6)    Supporting the creation of jobs in the local area

            Suggested Areas for Future Focus

a)    Dealing with Anti-Social Behaviour: The positive increase in satisfaction with the Council’s approach to dealing with anti-social behaviour and nuisance recorded last year has been maintained in 2014, with 56% satisfied. This is notably higher than the lowest recorded level of 30% in 2007. However ranked third in the above perceived priorities.

b)    Sports and Leisure facilities: Overall satisfaction with leisure activities provided by Cherwell District Council remains in line with previous years, with 56% satisfied with their provision and 11% dissatisfied. The leisure activities provided by the Council are the lead driver of overall satisfaction and as such, it is important to maintain satisfaction levels in this area. There are also areas of dissatisfaction to be addressed within Leisure Facilities. This year, ratings have remained stable; 68% are satisfied with the leisure facilities provided by the Council overall vs. 69% in 2013.

c)    Continuing to focus on Street Cleansing and dealing with environmental crime’ one of the ‘top 6’ priorities street cleansing is a service that is experienced by all residents and plays an important part in terms of quality of life and enjoyment living within a local area. It is a service upon which the Council is judged and valued by many residents and as such should remain an on-going area of focus.

The Head of Transformation submitted a report which updated the Executive on the results of the annual satisfaction survey and identified any areas to be reflected in future business and/or performance plans.

In introducing the report, the Lead Member for Performance and Communications reported that overall satisfaction levels now peaked at its highest recorded level of 77%. This represented a 17% increase since the council began undertaking Customer Satisfaction Surveys in 2006.

Resolved

(1)          That the results of the customer survey, with particular reference to improvement in areas that were identified as priorities as an outcome of the survey undertaken in 2014, be noted. 

(2)          That the following priorities and areas of focus for future action be agreed:

            Customer Priorities

The ‘top 6’ key services which are perceived to be a priority by local residents in greater magnitude than other council services. 

1)    Household waste collection

2)    Household recycling collection and food/ garden waste collection service

3)    Dealing with anti-social behaviour/ nuisance

4)    Providing affordable housing

5)    Street cleaning and tackling environmental crime

6)    Supporting the creation of jobs in the local area

            Suggested Areas for Future Focus

a)    Dealing with Anti-Social Behaviour: The positive increase in satisfaction with the Council’s approach to dealing with anti-social behaviour and nuisance recorded last year has been maintained in 2014, with 56% satisfied. This is notably higher than the lowest recorded level of 30% in 2007. However ranked third in the above perceived priorities.

b)    Sports and Leisure facilities: Overall satisfaction with leisure activities provided by Cherwell District Council remains in line with previous years, with 56% satisfied with their provision and 11% dissatisfied. The leisure activities provided by the Council are the lead driver of overall satisfaction and as such, it is important to maintain satisfaction levels in this area. There are also areas of dissatisfaction to be addressed within Leisure Facilities. This year, ratings have remained stable; 68% are satisfied with the leisure facilities provided by the Council overall vs. 69% in 2013.

c)    Continuing to focus on Street Cleansing and dealing with environmental crime’ one of the ‘top 6’ priorities street cleansing is a service that is experienced by all residents and plays an important part in terms of quality of life and enjoyment living within a local area. It is a service upon which the Council is judged and valued by many residents and as such should remain an on-going area of focus.

Reasons

This report presents a summary of the findings from the 2014 customer satisfaction survey. It highlights a general trend of improvement across council services as well as areas where continued focus is required.

The report also highlights customer priorities and these will be used to help inform budget setting, the development of the Council’s Business Plan, Performance Pledges and 5 year Strategy.

As well as these high level findings the survey includes a wealth of service specific detail that will be used by service managers to help underpin service planning.

Alternative Options

Option 1: To  ...  view the full minutes text for item 55