CSI Results 2016 - Stratford-on-Avon District Results...x The overall mean score for satisfaction...

Customer Satisfaction Index June/July 2016

Results

Introduction

This report presents the results for the Customer Satisfaction Index survey undertaken in June/July 2016.

The objectives of the research were:

• For importance, find out our customers’ requirements and their relative importance

• For satisfaction, find out our customers’ perception of our performance

• To create Priorities for Improvement (to deliver residents’ satisfaction and build loyalty, organisations must match their performance with residents’ priorities and these PFIs are an indication of whether this is happening or not). Therefore, PFIs are extremely useful in deciding where best to focus resources on making the improvements that will contribute most to increasing residents’ satisfaction.

• To create a Satisfaction Index (an overall measure of customer satisfaction which can be monitored over time)

A standard satisfaction survey just measures residents’ satisfaction with the services an organisation provides. However, a Satisfaction Index survey measures whether it is ‘doing best what matters most to their residents’.

Methodology

The first survey of this kind for all public-facing services was undertaken in 2002. Focus groups were

held to establish how important or unimportant chosen topic areas were to residents over time.

The first part of the discussions looked at the attendees’ feelings of satisfaction and dissatisfaction

with the Council in various subject areas. The second part of the discussions concentrated on the

relative importance of each of the topic areas to those individuals. Subsequently using knowledge of

what is becoming more or less important in services and using a follow up focus group, amendments

to the original survey have taken place over time.

It must be recognised that all the topics within the survey are important and in their own right should

be priorities for the Council. However, the survey gives the Council a way of ranking these priorities

and it is these which the Council must look to improve. In this instance, a 10 point scale has been

recommended as good practice for this type of “gap analysis” research.

Towards the end of June 2016, a questionnaire was sent to 5000 randomly selected named residents off the edited electoral role. They were given three weeks to complete the survey. 807 questionnaires were returned in the timeframe allowed, in addition 25 were returned to sender and 6 unwilling to complete it for various reasons. A response rate of 16.2% was achieved.

For the comparatively long length of questionnaire, this is an expected response. According to specialists in this field, a return of 15-20% is the norm for this sort of research. On an observed statistic of 70%, the standard error of +/- 3.1% was achieved in this survey.

Summary of Findings (I)

The following are based on all respondents: -

The overall satisfaction score for all Council services is 79.1%, an increase of 1.5

percentage points on 2012. This is the highest score since the survey began in 2002.

The highest rated score for a service is 86.6% - Refuse and Recycling. The lowest

rated services are Planning Applications (69.9%), then Public Toilets (75.6%).

In 2016, all services have seen an increase in their overall score, notably Leisure

Centres (+2.9%), Street Cleaning (+2.5%) and Refuse/Recycling (+2.4%). Council

Tax witnessed the smallest increase at +0.1%.

Compared against all 78 requirements used, the five highest scoring (with the lowest

gap) were: collection of food waste in green bins, the opening times of SDC offices,

ease of moving wheelie bins around, the variety of equipment available in play areas

and the helpfulness of refuse/recycling collectors.

The lowest scoring, which are the top priorities for improvement (with the highest

gap) were: keeping promises and commitments (planning), the cost of car parking,

explanation of a decision made (planning), any objections made to a planning

application are considered, returning telephone calls in planning and being able to

contact the relevant person who can resolve my query on first contact in planning.

Summary of Findings (II)

The following summarises the best and worst aspects for each service surveyed for “all respondents”.

Service Best Aspect Worst Aspect

The Council in General

Opening time of SDC offices Keeping promises and commitments

Council Tax Being able to contact relevant person who can resolve my

query on first contact

Keeping promises and commitments

Environmental Health Pest control in your area Noise control within your area

Housing Being able to contact relevant person who can resolve my

query on first contact

Returning your telephone calls

Leisure Centres Availability locally of leisure centres

Cleanliness of leisure centres

Parking Road signs directing you to car parks

Cost of car parking

Parks & Open Spaces Amount of seating available Provision of same level of

service across district

Planning Applications Ease of access to the

information on a planning application via SDC website

Keeping promises and

commitments

SDC Owned Play Areas Variety of equipment available

in play areas

Free of dogs / dog mess

Public Toilets Lighting in public toilets

Number of public toilets

available in the District

Refuse Collection / Recycling

Collection of food waste in green bin

Not leaving a mess after collection

Street Cleaning Removal of abandoned cars Keeping the streets free from dog fouling

Summary of Findings (III)

The following are based on users of a service: -

The overall satisfaction score for users of Council services in 2016 is 75.7%, a 0.9% increase on 2014,

the highest recorded score since the survey began in 2002.

The highest rated score for users of a service is for Council Tax (83.0%), with the lowest being for

Planning Applications (65.1%).

Compared with 2014, the satisfaction of residents rose by 4.4 percentage points for those who had

used the Leisure Centres; Parking was up 2.6 points and Play Areas was up 2.5 points. Five areas fell

with Housing (-2.0%) and Council Tax (-0.9%) were the two areas with the highest decreases. Caution

must be given for the scores for Housing and Environmental Health as the base sizes were only 60 and

55 respectively.

The highest rated service aspects for users were the opening times of SDC offices, being able to contact

the relevant person who can resolve my query at first contact in Council Tax, professionalism of staff in

Council Tax, explanation of a decision made in Council Tax and the knowledge of Council Tax staff.

Interestingly this is the exact same order as 2014.

The lowest rated aspects for users were the keeping promises and commitments (planning), noise

control within your area, cost of car parking, returning your telephone calls (planning) and explanation

of a decision made (planning). Interestingly this is the exact same order as 2014.

Summary of Findings (IV)

The following summarises the best and worst aspects for each service surveyed for “users”.

Service Best Aspect Worst Aspect

The Council in General

Opening time of SDC offices Keeping promises and

commitments

Council Tax Knowledge of staff Returning your telephone

calls

Environmental Health Controlling of health standards where you eat

and drink

Noise control within your area

Housing Explanation of a decision

made

Keeping promises &

commitments

Leisure Centres Feeling safe using the facilities


Parking Road signs directing you to car parks

Cost of car parking

Planning Applications Providing a quick response

to enquiries


commitments

SDC Owned Play Areas Variety of equipment

available in play areas


Public Toilets Lighting in public toilets


available in the District

Summary of Findings (V)

The overall mean score for satisfaction with Council services using the CSI approach in 2016 is

7.45, 0.16 higher than that achieved in 2014 and the highest so far since the CSI began in

2002.

Respondents were asked to make additional comments. These are included in a separate

document and has been passed on to the services.

How we calculate the Customer Satisfaction Index

This example contains 10 requirements for a particular service:

Step 1. List all the average importance scores for each requirement and total them up.

Step 2. Calculate the percentage each average importance score is of the total of importance scores. This is the “weighted importance score” and adds up to 100%.

Step 3. Multiply the average satisfaction scores by the weighted importance scores, i.e. average satisfaction score (6.22) multiplied by weighted importance score (11.01%) equals 0.68.

Step 4. Add up the weighted satisfaction scores.

Step 5. Multiply the total of the weighted satisfaction scores by 10 to give us the Satisfaction Index expressed as a percentage.

When using the 10 point scale for satisfaction, 7 is regarded as an “acceptable performance”, with 8 and above being the target to be achieved in the future.

Overall Results For Each Service

79.1

77.6

77.3

73.8

74.3

73.3

71.6

71.8

2016

2014

2012

2010

2008

2006

2004

2002

OVERALL CUSTOMER SATISFACTION INDEX SCORES COMBINED COUNCIL AVERAGE - ALL RESPONDENTS (02-16)

%

86.6

83.9

81.5

81.5

81.0

80.6

79.4

78.5

79.0

76.2

75.6

69.9

84.2

83.8

80.5

80.4

79.4

78.5

76.5

77.9

76.5

74.1

75.2

69.4

82.9

82.2

80.8

78.8

78.7

76.6

77.5

77.4

77.2

73.7

74.6

72.2

Refuse & Recycling

Council Tax

Environmental

Health

Parks & Open

Spaces

Council in General

Play Areas

Leisure Centres

Housing

Street Cleaning

Parking

Public Toilets

Planning

Applications

2016

2014

2012

OVERALL CUSTOMER SATISFACTION INDEX SCORES BY SERVICE - ALL RESPONDENTS (JUNE/JULY 2016)

COMBINED COUNCIL AVERAGE 2016

= 79.1%

COMBINED COUNCIL AVERAGE 2014 = 77.6% COMBINED COUNCIL AVERAGE 2012 = 77.3%

%

1.1

0.1

0.4

0.5

0.6

1.0

2.1

2.1

2.4

2.5

2.9

1.6

Leisure Centres

Street Cleaning

Refuse/Recycling

Play Areas

Parking

Council in General

Parks and Open Spaces

Environmental Health

Housing

Planning Applications

Public Toilets

Council Tax

%

SERVICE COMPARISON OF 2016 CSI SCORE VS 2014 CSI SCORE ALL RESPONDENTS (difference in % score)

75.7

74.8

74.0

71.5

70.4

70.9

68.9

68.7

2016

2014

2012

2010

2008

2006

2004

2002

OVERALL CUSTOMER SATISFACTION INDEX SCORES COMBINED COUNCIL AVERAGE - USERS (02-16)

%

83.0

80.0

79.9

79.1

76.1

73.9

73.6

70.8

65.1

83.9

77.5

75.5

78.4

73.5

75.9

74.0

71.3

65.3

80.6

75.3

75.2

78.1

73.5

71.9

73.6

74.1

67.3

Council Tax

Play Areas

Leisure Centres

Council in General

Parking

Housing

Public Toilets



2016

2014

2012

OVERALL CUSTOMER SATISFACTION INDEX SCORES BY SERVICE - USERS (JUNE/JULY 2016)

COMBINED COUNCIL AVERAGE 2016

= 75.7%

%

COMBINED COUNCIL AVERAGE 2014 = 74.8% COMBINED COUNCIL AVERAGE 2012 = 74.0%

4.4

2.6

2.5

0.7

-0.2

-0.9

-2.0

-0.5

-0.4

Leisure Centres

Parking

Play Areas

Council in General


Public Toilets


Council Tax

Housing

%

SERVICE COMPARISON OF 2016 CSI SCORE VS 2014 CSI SCORE USERS (difference in % score)

Individual Results By Service

(All Respondents)

The results for each service requirement are shown with the worst score first and the best score last. This creates our

“Priorities for Improvement”.

TOP 10 MOST IMPORTANT INDIVIDUAL PRIORITIES

ACROSS ALL SERVICES 2016

(ALL RESPONDENTS)

9.25

9.21

9.20

9.16

9.14

9.14

9.12

9.10

9.03

9.03

4 5 6 7 8 9 10

Keeping promises & commitments in general

Keeping promises & commitments in council tax

Controlling of health standards where you eat &

drink

Regular bi-weekly refuse & recycling collections

Returning your telephone calls in council tax

Not leaving a mess after waste collection

Returning your telephone calls/responding to

emails in general

Play areas free of dogs / dog mess

Keeping the streets free from dog fouling

Keeping promises and commitments in planning

applications

Mean Score

7.60

7.95

7.97

8.01

8.03

8.05

8.08

8.11

8.12

8.12

4 5 6 7 8 9 10

Opening time of SDC offices

Variety of equipment available in play areas

Accessibility & suitability of play areas, inc. skate

parks, paddling pools & basketball hoops

Number of spaces allocated for disabled people &

people with children

Being able to contact the relevant person who

can resolve my query on first contact (planning)

Amount of seating available in parks

Knowledge of housing staff


Availability locally of leisure centres

Explanation of a decision made for planning

applications

Mean Score

TOP 10 LEAST IMPORTANT INDIVIDUAL PRIORITIES


(ALL RESPONDENTS)

TOP 10 PRIORITIES RESIDENTS MOST SATISFIED WITH -


(ALL RESPONDENTS)

8.99

8.80

8.68

8.61

8.60

8.60

8.57

8.50

8.49

8.49

4 5 6 7 8 9 10

Provision of a garden waste service

Regular bi-weekly refuse & recycling collections

Not leaving a mess after collection


Helpfulness of refuse & recycling collectors

Feeling safe using leisure facilities

Controlling of health standards where you eat &

drink

Ease of moving wheelie bins around

Keeping promises & commitments in council tax

Personal safety in Stratford's parks

Mean Score

TOP 10 PRIORITIES RESIDENTS LEAST SATISFIED WITH -


(ALL RESPONDENTS)

6.72

6.76

6.77

6.85

6.89

6.94

7.00

7.03

7.13

7.17

4 5 6 7 8 9 10

Time taken to make a decision about a planning

application

Cost of car parking

Number of public toilets available in District

Being able to contact relevant person who can

resolve my query on first contact in planning

Any objections made to a planning application are

considered

Keeping promises and commitments in planning

Explanation of a decision made in planning

Providing a quick response to planning enquiries

Knowledge of planning staff

Returning your telephone calls in planning

Mean Score

CUSTOMER SATISFACTION INDEX: IMPORTANCE VS SATISFACTION

THE COUNCIL IN GENERAL - ALL RESPONDENTS

(JUNE/JULY 2016)

9.25

9.12

8.86

8.83

8.89

8.93

8.88

8.57

7.60

8.06

8.08

8.01

8.07

8.17

8.26

8.29

8.01

7.95

4 5 6 7 8 9 10

Keeping promises & commitments

Returning your telephone calls/responding to emails

Explanation of a decision made

Providing a prompt response to my enquiry

Knowledge of staff

Being put through to the correct dept.

Professionalism of staff

Being able to contact relevant person who can resolve

my query on first contact


Mean Score

Importance Satisfaction

BASE: (See Appendix)

CSI Score for Council in General = 81.0%


COUNCIL TAX - ALL RESPONDENTS

(JUNE/JULY 2016)

9.21

9.14

8.93

8.94

8.93

8.70

8.49

8.45

8.35

8.39

8.39

8.27

4 5 6 7 8 9 10

Keeping promises &

commitments

Returning your telephone

calls

Explanation of a decision

made


Knowledge of staff

Being able to contact the

relevant person who can

resolve my query on first

contact

Mean Score

Importance SatisfactionBASE: (See Appendix) CSI Score for Council Tax = 83.9%


ENVIRONMENTAL HEALTH – ALL RESPONDENTS

(JUNE/JULY 2016)

8.69

8.57

9.20

8.62

7.89

7.93

8.57

8.20

4 5 6 7 8 9 10

Noise control within your

area

Atmospheric pollution

control within your area

Controlling of health

standards where you eat

& drink

Pest control in your area

Mean Score



CSI Score for Environmental Health= 81.5%


HOUSING - ALL RESPONDENTS

(JUNE/JULY 2016)

8.31

8.33

8.12

8.08

8.03

7.75

7.78

7.89

7.93

7.89

4 5 6 7 8 9 10


calls


commitments


made





contact

Mean Score

Importance SatisfactionBASE: (See Appendix)

CSI Score for Housing= 78.5%


LEISURE CENTRES - ALL RESPONDENTS

(JUNE/JULY 2016)

8.66

8.66

8.43

8.48

8.45

8.51

8.74

8.12

7.46

7.63

7.66

7.96

7.96

8.21

8.60

8.05

4 5 6 7 8 9 10


Maintenance of the facilities / equipment

Value for money

Properly qualified staff at leisure centres

Helpfulness of the staff

Suitability of leisure centres for different ages &

abilities

Feeling safe using the facilities


Mean Score



CSI Score for Leisure Facilities= 79.4%


PARKING - ALL RESPONDENTS

(JUNE/JULY 2016)

8.76

8.56

8.54

8.98

8.76

8.01

8.28

6.76

7.25

7.46

8.32

8.12

7.53

7.86

4 5 6 7 8 9 10

Cost of car parking

Amount of car parking in

the town centres

Understanding parking

rules and charges

Safety and security of car

parks

Lighting of car parks

Number of spaces allocated

for disabled people &


Road signs directing you to

car parks

Mean Score



CSI Score for Parking= 76.2%


PARKS & OPEN SPACES - ALL RESPONDENTS

(JUNE/JULY 2016)

8.52

8.90

8.78

8.05

7.94

8.49

8.38

7.76

4 5 6 7 8 9 10

Provision of the same level

of service across District

Personal safety in

Stratford's parks

Clean & tidy appearance of

parks and gardens

Amount of seating

available

Mean Score



CSI Score for Parks & Open Spaces= 81.5%


PLANNING APPLICATIONS – ALL RESPONDENTS

(JUNE/JULY 2016)

9.03

8.85

8.65

8.61

8.93

8.83

8.23

8.42

8.50

6.94

7.00

6.89

6.85

7.17

7.13

6.72

7.03

7.19

4 5 6 7 8 9 10


commitments


Any objections made to a planning

application are considered

Being able to contact relevant

person who can resolve my query

on first contact



Time taken to make a decision

about a planning application

Providing a quick response to

enquiries

Ease of access to the information

on a planning application via the

SDC website

Mean Score


BASE: (See Appendix)CSI Score for Planning= 69.9%


SDC OWNED PLAY AREAS – ALL RESPONDENTS

(JUNE/JULY 2016)

9.10

8.83

8.32

8.83

7.97

7.95

7.83

7.51

8.00

8.30

7.61

7.83

4 5 6 7 8 9 10


Cleanliness & condition of

play areas/equipment

Adequate provision of play

areas for young people

with disabilities

Safety and security of play

areas/equipment

Accessibility & suitability of

play areas, inc. skate

parks, paddling pools &

basketball hoops

Variety of equipment


Mean Score

Importance SatisfactionBASE: (See Appendix) CSI Score for Play Areas= 80.6%


PUBLIC TOILETS – ALL RESPONDENTS

(JUNE/JULY 2016)

8.45

8.98

8.84

8.35

8.34

8.86

8.73

6.77

7.80

7.68

7.20

7.26

8.08

8.06

4 5 6 7 8 9 10


available in District


public toilets

Sufficient amount of toilet

rolls/soap etc

Location of public toilets

Opening times of public

toilets

Feeling safe using public

toilets

Lighting in public toilets

Mean Score


BASE: (See Appendix)CSI Score for Public Toilets= 75.6%


REFUSE COLLECTION/RECYCLING - ALL RESPONDENTS

(JUNE/JULY 2016)

9.14

9.16

8.65

8.95

8.53

8.36

8.11

8.68

8.80

8.39

8.99

8.60

8.50

8.61

4 5 6 7 8 9 10

Not leaving a mess after

collection

Regular bi-weekly refuse &

recycling collections

Range of items allowed for

recycling

Provision of a garden waste

service

Helpfulness of refuse &

recycling collectors

Ease of moving wheelie

bins around

Collection of food waste in

green bin

Mean Score



CSI Score for Refuse/Recycling= 86.6%


STREET CLEANING - ALL RESPONDENTS

(JUNE/JULY 2016)

9.03

8.87

8.68

8.95

8.87

8.55

7.73

7.80

7.70

8.01

7.98

8.20

4 5 6 7 8 9 10

Keeping the streets free

from dog fouling

Provision of the same level

of service across the

District

Number of litter bins

provided

Keeping the streets free

from litter

Responding quickly to

litter/flytipping problem

Removal of abandoned cars

Mean Score



CSI Score for Street Cleaning= 79.0%

Individual Results By Service

(Users of a Service in Last 2 Years)


THE COUNCIL IN GENERAL - USERS

(JUNE/JULY 2016)

9.21

9.15

8.87

8.89

9.02

8.90

8.61

8.88

7.53

7.77

7.80

7.80

7.90

8.11

7.99

7.84

8.14

7.81

4 5 6 7 8 9 10

Keeping promises & commitments

Returning your telephone calls/responding to emails


Providing a prompt response to my enquiry

Being put through to the correct dept.

Knowledge of staff

Being able to contact relevant person who can resolve

my query on first contact



Mean Score


CSI Score for Council in General = 79.1%


COUNCIL TAX - USERS

(JUNE/JULY 2016)

9.23

9.32

9.01

8.92

8.99

8.99

8.27

8.39

8.25

8.20

8.35

8.36

4 5 6 7 8 9 10


calls

Keeping promises &

commitments


made




contact


Knowledge of staff

Mean Score

Importance SatisfactionBASE: (See Appendix)

CSI Score for Council Tax= 83.0%


ENVIRONMENTAL HEALTH - USERS

(JUNE/JULY 2016)

8.93

8.68

8.53

9.12

6.63

6.85

7.09

7.74

4 5 6 7 8 9 10

Noise control within your

area

Atmospheric pollution

control within your area

Pest control in your area

Controlling of health

standards where you eat

& drink

Mean Score

Importance SatisfactionBASE: (See Appendix) CSI Score for Environmental Health= 70.8%

**CAUTION WITH DATA AS BASE SIZE LOW AT 60**


HOUSING - USERS

(JUNE/JULY 2016)

8.63

8.63

8.53

8.53

8.54

7.12

7.25

7.46

7.54

7.56

4 5 6 7 8 9 10


commitments


calls




contact



made

Mean Score



CSI Score for Housing= 73.9%

**CAUTION WITH DATA AS BASE SIZE LOW AT 55**


LEISURE CENTRES - USERS

(JUNE/JULY 2016)

9.06

9.09

8.81

8.82

8.79

8.70

8.75

9.04

7.38

7.56

7.67

7.98

7.98

8.23

8.36

8.75

4 5 6 7 8 9 10


Maintenance of the facilities / equipment

Value for money

Properly qualified staff at leisure centres

Helpfulness of the staff


Suitability of leisure centres for different ages &

abilities

Feeling safe using the facilities

Mean Score



CSI Score for Leisure Facilities= 79.9%


PARKING - USERS

(JUNE/JULY 2016)

8.81

8.63

8.62

9.00

8.75

7.99

8.28

6.74

7.23

7.46

8.32

8.13

7.52

7.88

4 5 6 7 8 9 10

Cost of car parking

Amount of car parking in

the town centres

Understanding parking

rules and charges

Safety and security of car

parks

Lighting of car parks

Number of spaces allocated

for disabled people &


Road signs directing you to

car parks

Mean Score



CSI Score for Parking= 76.1%


PLANNING APPLICATIONS - USERS

(JUNE/JULY 2016)

9.14

9.08

8.90

8.79

9.03

9.03

8.91

8.26

8.56

6.31

6.43

6.39

6.38

6.64

6.68

6.89

6.27

6.59

4 5 6 7 8 9 10


commitments


Any objections made to a planning

application are considered

Being able to contact relevant

person who can resolve my query

on first contact



Ease of access to the information

on a planning application via the

SDC website

Time taken to make a decision

about a planning application

Providing a quick response to

enquiries

Mean Score



CSI Score for Planning= 65.1%


PLAY AREAS - USERS

(JUNE/JULY 2016)

9.28

9.14

9.16

8.42

8.18

8.35

8.06

8.07

8.34

7.60

7.83

8.03

4 5 6 7 8 9 10



play areas/equipment

Safety and security of play

areas/equipment

Adequate provision of play

areas for young people

with disabilities

Accessibility & suitability of

play areas, inc. skate

parks, paddling pools &

basketball hoops

Variety of equipment


Mean Score



CSI Score for Play Areas= 80.0%


PUBLIC TOILETS - USERS

(JUNE/JULY 2016)

8.69

9.13

8.50

8.53

8.99

8.99

8.84

6.46

7.61

6.98

7.02

7.48

7.96

7.95

4 5 6 7 8 9 10


available in District


public toilets

Location of public toilets

Opening times of public

toilets

Sufficient amount of toilet

rolls/soap etc

Feeling safe using public

toilets


Mean Score



CSI Score for Public Toilets= 73.6%

Overall Views of Council Services

(All Respondents)

7.5

14.9

30.8

21.4

10.2

8.1

3.0

1.9

1.7

1.0

7.0

16.5

34.8

22.8

7.2

6.1

2.1

1.1

1.2

0.6

10 - Extremely Satisfied

9

8

7

6

5

4

3

2

1 - ExtremelyDissatisfied

2014

2016

CUSTOMER SATISFACTION INDEX OVERALL SATISFACTION WITH COUNCIL SERVICES

ALL RESPONDENTS (JUNE/JULY 2016)

Base: (727)

%

COMBINED COUNCIL AVERAGE 2014 = 7.45 (Mean Score)

2014 = 7.29, 2012 = 7.21, 2010 = 6.76, 2008 = 6.52,

2006 = 6.62, 2004 = 6.49, 2002 = 6.48

APPENDIX A (Respondent Profile)

RESPONDENT PROFILE 2016

AGE: % ETHNICITY: %

16 – 25 0.6 White 98.3

26 – 35 3.4 Mixed 0.3

36 – 45 11.6 Asian or Asian British 0.6

46 – 55 15.4 Black or Black British 0.4

56 – 65 17.5 Chinese 0.4

Over 65 51.5 Other Ethnic Background 0.0

(787) (774)

GENDER: %

Male 43.9

Female 56.1

(783)

APPENDIX B (Base Sizes)

Council in General All Users Refuse Collection / Recycling All Users

Being able to contact relevant person 761 439 Ease of moving wheelie bins around 787 N/A

Being put through to the correct dept 764 442 Collection of food waste in green bins 778 N/A

Providing a prompt response to my enquiry 764 443 Range of items allowed for recycling 789 N/A

Professionalism of staff 756 442 Regular bi-weekly refuse & recycling

collections

797 N/A

Knowledge of staff 757 443 Helpfulness of refuse & recycling collectors

783 N/A

Explanation of a decision made 748 439 Not leaving a mess after collection 793 N/A

Keeping promises & commitments 754 440 Provision of garden waste service 789 N/A

Returning your telephone calls / responding

to emails

756 439

Opening times of SDC offices 741 433

Council Tax

Being able to contact the relevant person 739 208

Professionalism of staff 728 207

Knowledge of staff

734 210

Explanation of a decision made 729 208

Keeping promises & commitments 732 209

Returning your telephone calls 735 208

BASE SIZES - IMPORTANCE (I)

Council in General All Users Refuse Collection / Recycling All Users

Being able to contact relevant person 676 438 Ease of moving wheelie bins around 729 N/A

Being put through to the correct dept 684 446 Collection of food waste in green bins 721 N/A

Providing a prompt response to my enquiry 680 445 Range of items allowed for recycling 727 N/A

Professionalism of staff 675 440 Regular bi-weekly refuse and recycling collections

725 N/A

Knowledge of staff 673 439 Helpfulness of refuse and recycling

collectors

718 N/A

Explanation of a decision made 668 433 Not leaving a mess after collection 727 N/A

Keeping promises & commitments 666 432 Provision of a garden waste service 724 N/A

Returning your telephone calls / responding to emails

661 427

Opening times of SDC offices 666 431

Council Tax

Being able to contact the relevant person 570 209

Professionalism of staff 562 207

Knowledge of staff

561 205

Explanation of a decision made 559 204

Keeping promises and commitments 559 204

Returning your telephone calls 561 205

BASE SIZES - SATISFACTION(II)

Street Cleaning All Users Public Toilets (Continued) All Users

Keeping the streets free from litter 783 N/A Sufficient amount of toilet rolls/soap etc 741 422

Removal of abandoned cars 750 N/A Leisure Centres

Keeping the streets free from dog fouling 778 N/A Cleanliness of leisure centres 644 235

Provision of the same level of service across

the District

757 N/A Availability locally of leisure centres 642 235

Responding quickly to litter/fly tipping problem

758 N/A Properly qualified staff at leisure centres

640 234

Number of litter bins provided 769 N/A Helpfulness of the staff 640 235

Environmental Health Maintenance of the facilities/equipment 641 235

Controlling of health standards where you

eat and drink

769 60 Value for money 640 236

Noise control within your area 769 60 Feeling safe using the facilities 640 235

Atmospheric pollution control within your area

760 60 Suitability of leisure facilities for different ages

646 233

Pest control in your locality 765 60 Play Areas

Public Toilets Safety & security of play areas/ equipment

673 263

Cleanliness & condition of public toilets 749 422 Cleanliness & condition of play areas/ equipment

669 262

Number of public toilets available in the District

741 421 Free of dogs/dog mess 680 266

Opening times of public toilets 729 414 Variety of equipment 665 260

Location of public toilets 728 417 Adequate provision of play areas across

the District

663 258

Feeling safe using public toilets 739 419 Accessibility & suitability of play areas, 659 261


740 422

BASE SIZES - IMPORTANCE (III)

Street Cleaning All Users Leisure Centres All Users

Keeping the streets free from litter 723 N/A Cleanliness of leisure centres 521 239

Removal of abandoned cars 695 N/A Availability locally of leisure centres 522 239

Keeping the streets free from dog fouling 716 N/A Properly qualified staff 516 236

Provision of the same level of service across

the District

685 N/A Helpfulness of the staff 517 237

Responding quickly to litter/fly tipping problem

686 N/A Maintenance of the facilities/equipment 518 237

Number of litter bins provided 712 N/A Value for money 519 239

Environmental Health Feeling safe using the facilities 515 236

Controlling of health standards where you

eat and drink

552 56 Suitability of leisure facilities for

different ages

519 237

Noise control within your area 556 58 Play Areas

Atmospheric pollution control within your area

550 56 Safety & security of play areas/ equipment

544 271

Pest control in your area 550 59 Cleanliness & condition of play areas/

equipment

543 270

Public Toilets Free of dogs/dog mess 542 268

Cleanliness & condition of public toilets 621 425 Variety of equipment available 541 268

Number of public toilets available within the District

617 422 Adequate provision of play areas across the District

532 258

Opening times of public toilets 606 413 Accessibility & suitability of play areas 535 262

Location of public toilets 614 420

Feeling safe using public toilets 614 421


612 419

Sufficient amount of toilet rolls/soap etc 614 422

BASE SIZES - SATISFACTION (IV)

Parks & Open Spaces All Users Housing All Users

Clean & tidy appearance of parks & gardens 752 N/A Being able to contact relevant person

within the housing dept.

566 57

Provision same level of service across the District

732 N/A Knowledge of housing staff 561 55

Personal safety in Stratford’s parks 735 N/A Explanation of a decision made 561 56

Amount of seating available 745 N/A Keeping promises & commitments 563 56

Planning Applications Returning your telephone calls 565 57

Time taken to make a decision about a planning application

641 172 Parking

Providing a quick response to enquiries

650 172 Safety and security of car parks 762 612

Any objections made to a planning application are considered

642 173 Lighting of car parks 754 610

Being able to contact relevant person in the planning department

637 173 Cost of car parking 757 606

Knowledge of planning staff 642 171 Road signs directing you to car parks 754 610

Explanation of a decision made 641 172 Amount of car parking in the town centres

760 609

Keeping promises & commitments 637 172 Understanding parking rules & charges 749 603

Returning your telephone calls 637 169 Numbers of spaces allocated for disabled people and people with

children

745 598

Ease of access to information on a planning

application via SDC website

637 168

BASE SIZES - IMPORTANCE (V)

Parks & Open Spaces All Users Housing All Users

Clean & tidy appearance of parks & gardens 671 N/A Being able to contact the relevant

person within the housing department

451 57

Provision of the same level of service across the District

648 N/A Knowledge of housing staff 447 55

Personal safety in Stratford’s parks 661 N/A Explanation of a decision made 449 56

Amount of seating available 667 N/A Keeping promises & commitments 450 57

Planning Applications Returning your telephone calls 451 57

Time taken to make a decision about a planning application

512 177 Parking

Providing a quick response to enquiries

513 178 Safety and security of car parks 684 615

Any objections made to a planning application are considered

508 175 Lighting of car parks 680 613

Being able to contact relevant person who can resolve my query on first contact

510 175 Cost of car parks 680 611

Knowledge of planning staff 510 177 Road signs directing you to car parks 681 613

Explanation of a decision made 509 177 Amount of car parking in the town centres

682 613

Keeping promises & commitments 509 177 Understanding parking rules & charges 677 608

Returning your telephone calls 509 177 Numbers of spaces allocated for disabled people and people with

children

679 611

Ease of access to information on a planning

application via SDC website

509 176

BASE SIZES - SATISFACTION (VI)

CSI Results 2016 - Stratford-on-Avon District Results...x The overall mean score for satisfaction...

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