Customer Satisfaction Customer Satisfaction SurveysSurveys

2005/06 2005/06

77thth August 2006 August 2006

BVPI general satisfaction BVPI general satisfaction survey 2005/06survey 2005/06

‘‘What’s your view?’ survey – What’s your view?’ survey – December 2005December 2005

Quality of LifeQuality of Life

BVPI General Survey

Top 5 factors in making somewhere a good place to live

31.7%

33.3%

35.0%

60.6%

64.4%

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%

Shopping facilities

Low level of trafficcongestion

Affordable decenthousing

Low level of crime

Health services

Quality of LifeQuality of Life

Top 5 priorities for improvement in the local Top 5 priorities for improvement in the local areaarea

1.1. Traffic congestionTraffic congestion

2.2. Affordable decent housingAffordable decent housing

3.3. Road & pavement repairsRoad & pavement repairs

4.4. Activities for teenagersActivities for teenagers

5.5. Public transportPublic transport

BVPI General Survey

EnvironmentEnvironment

ServiceService % satisfied % satisfied 2005/062005/06

Change from Change from 2003/042003/04

Litter clearanceLitter clearance 69.1%69.1% +8.1%+8.1%

Provision of recycling facilitiesProvision of recycling facilities 78.1%78.1% +8.0%+8.0%

Kerbside recyclingKerbside recycling 80.4%80.4% +0.2%+0.2%

Household waste collectionHousehold waste collection 83.7%83.7% -1.5%-1.5%

46% felt household waste collection has improved over the last 3 years 46% felt household waste collection has improved over the last 3 years 56% felt local recycling facilities have improved over the last 3 years56% felt local recycling facilities have improved over the last 3 years 55% felt kerbside recycling has improved over the last 3 years55% felt kerbside recycling has improved over the last 3 years

BVPI General Survey

Dissatisfaction with household waste collection

Overall only 11.4% were dissatisfied with household waste collection

Maintain clean streets, parks Maintain clean streets, parks and open spacesand open spaces

57% satisfied with cleanliness of streets 57% satisfied with cleanliness of streets (48% March 2004) (48% March 2004) Exceeded target of 5% increase in Exceeded target of 5% increase in

satisfaction with cleanliness of streets March satisfaction with cleanliness of streets March 2004 – June 20062004 – June 2006

26% dissatisfied with cleanliness of streets 26% dissatisfied with cleanliness of streets (30% March 2004) (30% March 2004)

What’s your view?

Dissatisfaction with cleanliness of streets

Overall 26% were dissatisfied with the cleanliness of streets

Dissatisfaction comparisonDissatisfaction comparison

2003/04 2005/06

Community SafetyCommunity Safety

Anti-social behaviour – Factors perceived to be a very or Anti-social behaviour – Factors perceived to be a very or fairly big problem:fairly big problem: 58% - People using or dealing drugs (2003/04 - 47%)58% - People using or dealing drugs (2003/04 - 47%) 52% - Vandalism, graffiti and other deliberate damage 52% - Vandalism, graffiti and other deliberate damage

to property or vehicles (2003/04 - 56%)to property or vehicles (2003/04 - 56%) 52% Teenagers hanging around on the streets 52% Teenagers hanging around on the streets

(2003/04 - 51%)(2003/04 - 51%) 52% People being rowdy or drunk in public places 52% People being rowdy or drunk in public places

(2003/04 - 41%)(2003/04 - 41%) 28% felt the level of crime needed improving28% felt the level of crime needed improving

BVPI General Survey

Level of crime needs improving

Tackle anti-social behaviour Tackle anti-social behaviour and enforcementand enforcement

Exceeded target of 25% increase in awareness Exceeded target of 25% increase in awareness of Council’s ‘Blitz Teams’ of Council’s ‘Blitz Teams’ 14% March 2004 – 33% December 200514% March 2004 – 33% December 2005

Exceeded target of 25% increase in awareness Exceeded target of 25% increase in awareness of Council’s Community Safety Wardens of Council’s Community Safety Wardens 14% March 2005 – 26% 14% March 2005 – 26% December 2005December 2005

What’s your view?

Culture and LeisureCulture and Leisure

Dissatisfaction with sports/leisure facilities reduced by 3.7% Dissatisfaction with sports/leisure facilities reduced by 3.7% (2003/04 – 2005/06)(2003/04 – 2005/06)

26% felt facilities for young children have improved over the last 3 26% felt facilities for young children have improved over the last 3 years (highest of 20 factors ‘changes in Quality of Life’)years (highest of 20 factors ‘changes in Quality of Life’)

19% felt sports and leisure facilities have improved over the last 3 19% felt sports and leisure facilities have improved over the last 3 years (3years (3rdrd highest) highest)

18% felt parks and opens spaces have improved over the last 3 18% felt parks and opens spaces have improved over the last 3 years (4years (4thth highest) highest)

ServiceService % satisfied % satisfied 2005/062005/06

Change from Change from 2003/042003/04

Parks and open spacesParks and open spaces 76.1%76.1% +2.4%+2.4%

Sports/leisure facilitiesSports/leisure facilities 54.6%54.6% -0.7%-0.7%

BVPI General Survey

Dissatisfaction with sports/leisure facilities

Overall only 8.1% were dissatisfied with sports/ leisure facilities

Maintain children’s play areasMaintain children’s play areas

49% satisfied with children’s play areas49% satisfied with children’s play areas

10% dissatisfied with children’s play areas10% dissatisfied with children’s play areas

What’s your view?

Satisfaction with children’s play

Overall 49% were satisfied with children’s play

Improve public car parks Improve public car parks and toiletsand toilets

% satisfied % satisfied December December 20052005

Target Target March 2004 – March 2004 – June 2006June 2006

Achieved Achieved December December 20052005

Cleanliness of Cleanliness of public toiletspublic toilets

61.6%61.6% 10% increase 10% increase in satisfactionin satisfaction

9.2% increase 9.2% increase in satisfactionin satisfaction

Standard of Standard of public toilet public toilet buildingsbuildings

54.5%54.5% 10% increase 10% increase in satisfactionin satisfaction

9.8% increase 9.8% increase in satisfactionin satisfaction

Car parksCar parks 63.4%63.4% 10% increase 10% increase in satisfactionin satisfaction

5.4% increase 5.4% increase in satisfactionin satisfaction

What’s your view?

Satisfaction with ServicesSatisfaction with Services

BVPI General Survey

ServiceService % satisfied % satisfied 2005/062005/06

Change from Change from 2003/042003/04

EnvironmentalEnvironmental 55.3%55.3% +2.6%+2.6%

PlanningPlanning 33.1%33.1% -0.3%-0.3%

Cultural & Cultural & RecreationalRecreational

43.8%43.8% -0.9%-0.9%

HousingHousing 27.2%27.2% -2.5%-2.5%

Authority overallAuthority overall

Overall satisfaction with the council - 61.3%Overall satisfaction with the council - 61.3% Increased by 3.4% (2003/04 – 2005/06)Increased by 3.4% (2003/04 – 2005/06)

Has the way the council runs things got better or Has the way the council runs things got better or worse over the last 3 years or stayed the same?worse over the last 3 years or stayed the same? 22.4% felt it had got better22.4% felt it had got better 60.7% felt it had stayed the same60.7% felt it had stayed the same 16.9% felt it had got worse16.9% felt it had got worse

BVPI General Survey

Customer focused CouncilCustomer focused Council Top 5 service prioritiesTop 5 service priorities

1.1. Refuse Collection & RecyclingRefuse Collection & Recycling

2.2. Street SweepingStreet Sweeping

3.3. Crime & DisorderCrime & Disorder

4.4. Environmental ControlEnvironmental Control

5.5. Sea Defence, Water Courses and DrainageSea Defence, Water Courses and Drainage

84% satisfied with existing opening times of the council 84% satisfied with existing opening times of the council officesoffices

Of those Of those notnot satisfied … satisfied … 74% would like to see Saturday opening 74% would like to see Saturday opening 57% would like to see later closing57% would like to see later closing

What’s your view?

Not satisfied with existing opening hours

Overall 16% were not satisfied with existing opening hours of the council offices

Customer focused councilCustomer focused council

What is your preferred method of contacting the What is your preferred method of contacting the council?council?

What’s your view?

56.3%

14.0%

20.8%

8.9% 0.1%

By Phone Face to face In Writing

By Email By Text Message

Customer focused councilCustomer focused council

How would you prefer to give your views to the council?How would you prefer to give your views to the council?

76 78

12241334

1597

2113

2476

3486

4524

0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

TextMessaging

Other ViaParish/Town

Council

ResidentsPanel e.g.

TeignbridgeVoice

Email PublicMeetings

Telephone Letters Surveys e.g.'What's your

view?'

No

.

What’s your view?

Customer focused councilCustomer focused council

Preferred methods of receiving information from Preferred methods of receiving information from the councilthe council

1.1. Teignbridge NewsTeignbridge News

2.2. NewslettersNewsletters

3.3. A-Z of services bookletA-Z of services booklet

4.4. Council tax bookletCouncil tax booklet

What’s your view?

Information ProvisionInformation Provision

59% felt the council keeps residents very or 59% felt the council keeps residents very or fairly well informed about the services and fairly well informed about the services and benefits it providesbenefits it provides

41% felt the council provides only a limited 41% felt the council provides only a limited amount of information or doesn’t tell people amount of information or doesn’t tell people much about the services and benefits it providesmuch about the services and benefits it provides

BVPI General Survey

Influencing DecisionsInfluencing Decisions

25% agreed that they can influence decisions 25% agreed that they can influence decisions affecting their local areaaffecting their local area

43% disagreed that they can influence decisions 43% disagreed that they can influence decisions affecting their local areaaffecting their local area

BVPI General Survey

Valuing DiversityValuing Diversity

61% agreed that the local area is a place where 61% agreed that the local area is a place where people from different backgrounds get on well people from different backgrounds get on well together. together. 7% disagreed7% disagreed

BVPI General Survey

Access to ServicesAccess to Services

Top 4 services where access is perceived to be Top 4 services where access is perceived to be very or fairly difficult using usual form of very or fairly difficult using usual form of transport:transport: Theatre/Cinema – 26%Theatre/Cinema – 26% Council Office – 24%Council Office – 24% Local Hospital – 18%Local Hospital – 18% Sports/Leisure Centre – 17%Sports/Leisure Centre – 17%

BVPI General Survey

Access to the council offices

Overall 24% found access to the council offices difficult using their usual form of transport

Access to ServicesAccess to Services

Do you have easy and regular access to a computer Do you have easy and regular access to a computer linked to the internet?linked to the internet?

Of those who Of those who didn’tdidn’t have easy and regular access, 25% have easy and regular access, 25% would make use of a community computer if one was would make use of a community computer if one was available in their local village or townavailable in their local village or town

56.2%

43.8%

Yes No

All the results are available on the consultation All the results are available on the consultation pages of the website pages of the website

www.teignbridge.gov.uk/index.cfm?articleid=2315www.teignbridge.gov.uk/index.cfm?articleid=2315