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

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75 page PDF

966.1 kB

Contents
Building Standards Verification Performance Framework: survey results
3. Overall Satisfaction

75 page PDF

966.1 kB

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

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
Aberdeenshire 8.6 (G) 189
Angus 8.9 (G) 42
Argyll and Bute 8.5 (G) 23
City of Edinburgh 5.4 (R) 282
Clackmannanshire 8.9 (G) 26
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
Falkirk 7.9 (G) 57
Fife 7.5 (G) 149
Glasgow City 5.4 (R) 128
Highland 7.7 (G) 249
Inverclyde 6.3 (R) 24
Midlothian 8.8 (G) 18
Moray 8.0 (G) 92
North Ayrshire 8.6 (G) 66
North Lanarkshire 7.5 (G) 187
Orkney 8.6 (G) 75
Perth and Kinross 8.3 (G) 128
Renfrewshire 7.2 (A) 61
Scottish Borders 7.4 (A) 73
Shetland 7.6 (G) 25
South Ayrshire 7.7 (G) 64
South Lanarkshire 8.0 (G) 129
Stirling 7.4 (A) 70
West Dunbartonshire 8.1 (G) 18
West Lothian 8.7 (G) 102
Scotland (national comparison) 7.4 (A) 2,752

Contact

Email: simon.moore@gov.scot