Publication - Publication

Building standards verification performance framework: national customer satisfaction survey 2018

Published: 21 Mar 2019

This is an annual survey which provides a summary on performance indicators for each local authority.

75 page PDF

2.5 MB

75 page PDF

2.5 MB

Contents
Building standards verification performance framework: national customer satisfaction survey 2018
Tables and Figures

75 page PDF

2.5 MB

Tables and Figures

Tables

Table 1 2018 headline results and comparisons
Table 2 Achieved sample and response rate
Table 3 Achieved sample and response rate by local authority

Figures

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: sarah.waugh@gov.scot