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
Footnotes

75 page PDF

2.5 MB

Footnotes

1. The fourth national customer survey took place in 2017 and the final report is
available at: https://www2.gov.scot/Resource/0053/00537346.pdf

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

3. East Dunbartonshire customer details were not provided until 8th October, they were therefore included from that point onward.

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

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

6. For comparison purposes, the national response rate in 2017 was 16.6% and 16.8% in 2016.

7. 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

8. 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

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

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

11. East Dunbartonshire customer details were not provided until 8th October, they were therefore included from that point onward.

12. For comparison purposes, the national response rate in 2017 was 16.6% and 16.8% in 2016.

13. 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.

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

15. 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: sarah.waugh@gov.scot