3. Overall Satisfaction
Surveyed customers were asked to rate their overall satisfaction with the local authority building standards service on a scale from 1 ‘not at all satisfied’ to 10 ‘completely satisfied’.
On the whole, customers are increasingly satisfied, returning an average rating of 7.4 out of 10. This compares with an average score of 7.0 in 2018 and 6.7 in 2017. The most common (modal) rating was the perfect mark of 10 out of 10 (Figure 6).
Direct applicants are more satisfied than agents, although the gap between the two has narrowed since 2018. The average applicant rating stands at 7.6 (increasing from 7.5 in 2018) while the average agent rating has increased to 7.0 (from 6.3 in 2018).
Figure 6 Overall satisfaction with the building standards service
Average ratings differ slightly by type of application, being 7.5 for domestic customers only, 7.4 for non-domestic customers only, and 7.1 for mixed (domestic and non-domestic) customers.
The overall satisfaction within each local authority is displayed in Table 4. Average scores range between 4.8 and 8.9, and most local authorities score 7.5 or above; four local authorities score below 6.5, and five score between 6.5 and 7.4 (inclusive).
Table 4 Overall satisfaction with Building Standards service by local authority
|Key||Numerical rating questions||Percentage questions|
|Green (G)||7.5 and higher||75% and higher|
|Amber (A)||Between 6.5 and 7.4||Between 65% and 74%|
|Red (R)||6.4 and below||64% and below|
Note that the colour-coding metrics have changed in 2019 (from previous years) to reflect The Scottish Government’s updated performance measurement requirements.
|Local authority||Overall satisfaction score||Number of survey responses|
|Aberdeen City||8.0 (G)||70|
|Argyll and Bute||8.5 (G)||23|
|City of Edinburgh||5.4 (R)||282|
|Comhairle Nan Eilean Siar||8.5 (G)||46|
|Dumfries and Galloway||7.1 (A)||103|
|Dundee City||7.6 (G)||53|
|East Ayrshire||8.2 (G)||34|
|East Dunbartonshire||4.8 (R)||106|
|East Lothian||6.9 (A)||28|
|East Renfrewshire||8.1 (G)||35|
|Glasgow City||5.4 (R)||128|
|North Ayrshire||8.6 (G)||66|
|North Lanarkshire||7.5 (G)||187|
|Perth and Kinross||8.3 (G)||128|
|Scottish Borders||7.4 (A)||73|
|South Ayrshire||7.7 (G)||64|
|South Lanarkshire||8.0 (G)||129|
|West Dunbartonshire||8.1 (G)||18|
|West Lothian||8.7 (G)||102|
|Scotland (national comparison)||7.4 (A)||2,752|