Publication - Research and analysis

Building Standards Verification Performance Framework: survey results

Published: 31 Jan 2020

Results from the National Customer Satisfaction Survey 2019 giving a summary of local authority performance of the National Performance Framework.

75 page PDF

966.1 kB

75 page PDF

966.1 kB

Contents
Building Standards Verification Performance Framework: survey results
Tables and Figures

75 page PDF

966.1 kB

Tables and Figures

Table 1 2019 headline results and comparisons.

Table 2 Achieved sample and response rate.

Table 3 Achieved sample and response rate by local authority.

Table 4 Overall satisfaction with Building Standards service by local authority.

Figure 1 Customer type.

Figure 2 Use of an agent (direct applicants/submitters only)

Figure 3 Customer type by category of application.

Figure 4 Categories of building work.

Figure 5 Reasons for making contact with the building standards service.

Figure 6 Overall satisfaction with the building standards service.

Figure 7 Extent to which service met expectations.

Figure 8 Timeliness of service aspects (all customers)

Figure 9 Timeliness of service aspects (direct applicants/submitters)

Figure 10 Timeliness of service aspects (agents)

Figure 11 Satisfaction with the way kept informed.

Figure 12 Quality of advice and guidance received (all customers)

Figure 13 Quality of advice and guidance received (direct applicants/submitters only)

Figure 14 Quality of advice and guidance received (agents only)

Figure 15 Quality of staff service.

Figure 16 Quality of staff service (direct applicants/submitters only)

Figure 17 Quality of staff service (agents only)

Figure 18 Whether an inspection was carried out by building standards service staff

Figure 19 Satisfaction with inspection visits (all customers)

Figure 20 Satisfaction with inspection visits (direct applicants/submitters)

Figure 21 Satisfaction with inspection visits (agents)

Figure 22 Awareness of Construction Compliance Notification Plan (CCNP)

Figure 23 Channels of interaction.

Figure 24 Quality of written information and documentation.

Figure 25 Whether visited the building standards section of the local authority website.

Figure 26 Satisfaction with electronic communications.

Figure 27 Ease of contacting the local authority building standards service.

Figure 28 Building standards service staff are accessible to meet in person.

Figure 29 Building standards service staff are approachable.

Figure 30 Whether visited the offices of the local authority building standards service.

Figure 31 Satisfaction with specific aspects of the building standards service offices.

Supplementary Figures are presented in Appendix 1 (not listed above).


Contact

Email: simon.moore@gov.scot