Issue - meetings

Report of Director – Strategy and Commissioning

Purpose of report

This report provides a summary of the key messages from the Annual Residents’ Satisfaction Survey which was undertaken between 8 May and 16 June 2017. Full details from the survey are contained in Appendix 1 which is the full report delivered by the independent company who managed the survey on behalf of Cherwell District Council (CDC).This report also outlines recommended actions to further develop the Annual Residents’ Satisfaction Survey as an integral part of CDC’s consultation with residents.

Recommendations

The meeting is recommended to:

1.1         Note the contents of the report and appendices

1.2         Make use of the appropriate results as part of the annual Business Planning objectives and targets setting for 2018/19

1.3         Agree that the 2017 results are used for future target setting and benchmarking

Resolved

(1)          That the contents of the report and appendices be noted.

(2)          That the appropriate results be used as part of the annual Business Planning objectives and targets setting for 2018/19.

(3)          That it be agreed that the 2017 results be used for future target setting and benchmarking.

The Director – Strategy and Commissioning submitted a report which provided a summary of the key messages from the Annual Residents’ Satisfaction Survey which was undertaken between 8 May and 16 June 2017. The report also outlined recommended actions to further develop the Annual Residents’ Satisfaction Survey as an integral part of CDC’s consultation with residents.

Resolved

(1)          That the contents of the report and appendices be noted.

(2)          That the appropriate results be used as part of the annual Business Planning objectives and targets setting for 2018/19.

(3)          That it be agreed that the 2017 results be used for future target setting and benchmarking.

Reasons

The annual residents’ satisfaction survey is a core method of getting feedback from our residents. By reviewing the question base to align it with key service requirements for customer opinion and also the aims and priorities of the Corporate Business Plan, the Council will improve the quality of information received and the decisions that are made based on feedback and satisfaction data. A more concise survey may also improve response rates.

The service specific deep dives, coordinated by the Strategic Insight and Intelligence team, will enrich the council with more detailed customer feedback and insight enabling evidence-based decision making within the business planning process.

Alternative options

Not linking into the approved Consultation strategy and not following the actions would result in less information/feedback about our customers.

The improved respondent base has illustrated improvement in some areas and areas that require further delving into which is part of the Strategic Insight and Intelligence team remit. Reverting to a more select group of respondents could potentially mask issues.