Issue - meetings

Report of Head of Transformation

Purpose of report

To advise the Executive of the results of the 2015 annual customer satisfaction survey which illustrate a 79% level of overall satisfaction with the Council, and 55% satisfaction in relation to how the Council represents value for money; the highest levels of satisfaction since the survey began in 2006. 

The report also identifies areas to be considered for further improvement or investment within the District as part of the annual business planning and budget setting process for 2016/17.

Recommendations

The meeting is recommended:

 1.1        To note that overall satisfaction with the Council and perception of how the Council represents value for money was rated at 79% and 55% respectively amongst survey respondents, both of which represent the highest levels of satisfaction since the survey began in 2006.

1.2         To agree to consider the areas identified as being of most importance to survey respondents, and those which may be identified for improvement or investment as part of the business planning and budget setting process for 2016/17 based on survey respondent feedback. 

1.3         To express thanks to the survey respondents.

Resolved

(1)          That it be noted that overall satisfaction with the Council and perception of how the Council represents value for money was rated at 79% and 55% respectively amongst survey respondents, both of which represent the highest levels of satisfaction since the survey began in 2006.

(2)          That agreement be given to consider the areas identified as being of most importance to survey respondents, and those which may be identified for improvement or investment as part of the business planning and budget setting process for 2016/17 based on survey respondent feedback. 

(3)          That survey respondents be thanked for their contribution.

The Head of Transformation submitted a report to advise the Executive of the results of the 2015 annual customer satisfaction survey which illustrated a 79% level of overall satisfaction with the Council, and 55% satisfaction in relation to how the Council represented value for money; the highest levels of satisfaction since the survey began in 2006. 

The report also identified areas to be considered for further improvement or investment within the District as part of the annual business planning and budget setting process for 2016/17.

In considering the report, Executive agreed that the survey reflected well on the service given by council employees and requested that the Chief Executive pass on their feedback.

In response to comments from Councillor Woodcock, Leader of the Labour Group, regarding participation levels in the survey, the Chairman confirmed that he had already addressed with officers the need to increase participation. The survey showed trends and was an important tool for obtaining people’s views.

Resolved

(1)          That it be noted that overall satisfaction with the Council and perception of how the Council represents value for money was rated at 79% and 55% respectively amongst survey respondents, both of which represent the highest levels of satisfaction since the survey began in 2006.

(2)          That agreement be given to consider the areas identified as being of most importance to survey respondents, and those which may be identified for improvement or investment as part of the business planning and budget setting process for 2016/17 based on survey respondent feedback. 

(3)          That survey respondents be thanked for their contribution.

Reasons

This report presents a summary of the findings from the 2015 customer satisfaction survey. It highlights an increasing trend of improvement across Council services, and how the Council is perceived to represent value for money as well as areas where continued focus is required.

The report also highlights customer priorities. These will be used to help inform budget setting, the development of the Council’s Business Plan and Performance Pledges for 2016/17 and the Council’s five 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 reject the recommendations and request additional work or alternative priorities arising from the survey findings.