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
Footnotes

75 page PDF

966.1 kB

Footnotes

1 The fifth national customer survey took place in 2018 and the final report is available at: https://www.gov.scot/publications/national-customer-satisfaction-survey-support-building-standards-verification-performance-framework-2018-national-survey-findings/pages/2/

2 The Scottish Government (2017) Building Standards Performance Framework for Verifiers. Available http://www.gov.scot/Resource/0051/00516415.pdf

3 This number includes repeat email addresses supplied by more than one local authority.

4 Unique customers, i.e. following a de-duplication of customer email addresses supplied by all 32 local authorities.

5 For comparison purposes, the national response rate in 2018 was 16.9%. However, higher volumes of customer email addresses were supplied by local authorities this year than in 2018, resulting in the highest number of responses to date since the first survey was run five years previously.

6 The Scottish Government (2014) National Customer Satisfaction Survey to Support the New Verification Performance Framework (Phase 2 report). Available at: www.gov.scot/Resource/0045/00456855.pdf

7 The Scottish Government (2016) Evaluation of the performance of local authorities in their role as building standards verifiers. Available at: http://www.gov.scot/Resource/0049/00495402.pdf

8 Further details about the 2017 re-appointment of verifiers are available at: http://www.gov.scot/Topics/Built-Environment/Building/Building-standards/verification/

9 The Scottish Government (2017) Building Standards Performance Framework for Verifiers. Available at: http://www.gov.scot/Resource/0051/00516415.pdf

10 For comparison purposes, the national response rate in 2018 was 16.9%. However, higher volumes of customer email addresses were supplied by local authorities this year than in 2018, resulting in the highest number of responses to date since the first survey was run five years previously.

11 From this point forward the term ‘direct applicants’ is used for ease of reference when referring to direct applicants for building warrant and/or direct submitters of completion certificates.

12 Proportions in certain Figures and Tables may not add up to exactly 100% due to rounding.

13 It is possible that some customers may have stated ‘neither satisfied nor dissatisfied’ with respect to SMS/e-newsletter communications where they had not actually experienced these communications, as opposed to leaving the question blank.


Contact

Email: simon.moore@gov.scot