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
3. Overall Satisfaction

75 page PDF

2.5 MB

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

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.


Contact

Email: sarah.waugh@gov.scot