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 out of 10 compared to the 6.7 average rating 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 and this gap has continued to widen over the past three years (0.7 gap in 2016, 1.0 in 2017 and 1.1 in 2018). The average applicant rating stands at 7.4 demonstrating a return to 2016 figures following a slight fall to 7.1 in 2017. The average agent rating is 6.3 (a rise from 6.1 in 2017).
Figure 6 Overall satisfaction with the building standards service
Average ratings differ by type of application, being 7.2 for domestic customers only, 6.5 for non-domestic customers only and 6.6 for mixed (domestic and non-domestic) customers.