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Publication - Research and analysis

Building standards verification performance framework 2020: national survey findings

Results from the National Customer Satisfaction Survey 2020 giving a summary of local authority performance of the National Performance Framework.

77 page PDF

625.8 kB

77 page PDF

625.8 kB

Contents
Building standards verification performance framework 2020: national survey findings
3. Overall Satisfaction

77 page PDF

625.8 kB

3. Overall Satisfaction

Surveyed customers were asked to rate their overall satisfaction with the local authority verifier 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 7.5 out of 10. This compares with an average score of 7.4 in 2019 and 7.0 in 2018. The most common (modal) rating was the perfect mark of 10 out of 10 (Figure 6).

Agents are now as equally satisfied as direct applicants, with the gap between the two having closed since 2018. The average applicant rating stands at 7.5 (a small decrease from 7.6 in 2019) while the average agent rating has increased to 7.5 (from 7.0 in 2019 and 6.3 in 2018).

Figure 6 Overall satisfaction with the building standards service
Chart showing the overall satisfaction with the building standards service, by Customer type

Average ratings differ slightly by type of application, being 7.5 for domestic customers only, 7.3 for non-domestic customers only, and 7.5 for mixed (domestic and non-domestic) customers.

The overall satisfaction within each local authority verifier is displayed in Table 4. Average scores range between 5.9 and 8.7, and most local authorities score 7.5 or above; four local authorities score below 6.5, and seven score between 6.5 and 7.4 (inclusive).

Table 4 Overall satisfaction with Building Standards service by local authority verifier
Local authority verifier Overall satisfaction score 2020 Overall satisfaction score 2019 Overall satisfaction score 2018
Aberdeen City 8.3 (G) 8.0 (G) 8.5 (G)
Aberdeenshire 8.3 (G) 8.6 (G) 8.4 (G)
Angus 8.5 (G) 8.9 (G) 8.3 (G)
Argyll and Bute 8.6 (G) 8.5 (G) 8.1 (G)
City of Edinburgh 6.2 (R) 5.4 (R) 4.3 (R)
Clackmannanshire 8.4 (G) 8.9 (G) 8.7 (G)
Dumfries and Galloway 7.9 (G) 7.1 (A) 6.8 (A)
Dundee City 7.4 (A) 7.6 (G) 7.7 (G)
East Ayrshire 8.7 (G) 8.2 (G) 8.4 (G)
East Dunbartonshire 6.9 (A) 4.8 (R) 6.4 (R)
East Lothian 7.4 (A) 6.9 (A) 6.7 (A)
East Renfrewshire 8.0 (G) 8.1 (G) 8.3 (G)
Eilean Siar 8.6 (G) 8.5 (G) 8.5 (G)
Falkirk 7.4 (A) 7.9 (G) 8.2 (G)
Fife 7.6 (G) 7.5 (G) 6.8 (A)
Glasgow City 6.2 (R) 5.4 (R) 5.3 (R)
Highland 7.6 (G) 7.7 (G) 7.4 (A)
Inverclyde 5.9 (R) 6.3 (R) 6.7 (A)
Midlothian 7.9 (G) 8.8 (G) 7.5 (G)
Moray 7.7 (G) 8.0 (G) 7.6 (G)
North Ayrshire 7.8 (G) 8.6 (G) 8.8 (G)
North Lanarkshire 7.4 (A) 7.5 (G) 7.5 (G)
Orkney 8.3 (G) 8.6 (G) 8.2 (G)
Perth and Kinross 8.1 (G) 8.3 (G) 8.2 (G)
Renfrewshire 6.7 (A) 7.2 (A) 6.2 (R)
Scottish Borders 7.5 (G) 7.4 (A) 7.4 (A)
Shetland 8.2 (G) 7.6 (G) 7.4 (A)
South Ayrshire 7.8 (G) 7.7 (G) 6.7 (A)
South Lanarkshire 8.4 (G) 8.0 (G) 7.8 (G)
Stirling 7.3 (A) 7.4 (A) 7.2 (A)
West Dunbartonshire 6.2 (R) 8.1 (G) 7.8 (G)
West Lothian 8.1 (G) 8.7 (G) 7.6 (G)
Scotland
(national comparison)
7.5 (G) 7.4 (A) 7.0 (A)

Contact

Email: Simon.moore@gov.scot