Resident Survey Report January 2019 - Cornwall …...Resident Survey Report January 2019 Andrew...

Resident Survey ReportJanuary 2019

Andrew Cameron, Enventure Research

1

1: Methodology

2

Methodology: listening and acting in the best interests of residents

Cornwall Council is committed to listening to residents and acting in their best interests. Regular resident surveys provide feedback on what is important to people and what they think of their Council, the services it provides and its value for money. This supports continuous improvement.

Cornwall Council’s published measures of success within its 2018-22 Business Plan target year-on-year increases in residents agreeing that:

Cornwall Council provides value for money Cornwall Council gets it right first time for customers Cornwall Council is standing up and campaigning for Cornwall; and They are satisfied with the way Cornwall Council runs things

3

Methodology: using a representative sample of Cornwall’s residents 500 Cornwall residents aged 16+ were interviewed between 29 October2018 and 12 November 2018 by telephone. This achieves a confidencelevel of +/- 4.3% at the 95% confidence interval, meaning that there is a95% chance that if we asked the entire adult population of Cornwall, aresult would not differ by +/- 4.3%.

A representative sample was used which means that it reflects thepopulation of Cornwall in terms of gender, age and Community NetworkArea (see ‘respondent profile’ at the end). Quotas were set for each usingthe latest population statistics.

The results have been segmented and analysed by sub-groups, to identifyany differences in responses from people of different age groups, gender,relative deprivation, and different areas of Cornwall.

4

Methodology: in detail

To ensure a representative sample was surveyed:

• Potential respondents were called a minimum of 10 times beforebeing disregarded

• Calls were made at various times of the day - including mornings,afternoons and evenings, and on weekdays and weekends - toensure that individuals from a variety of demographics, life-stagesand communities could be successfully reached

• If an interviewee was unable to participate in the surveyimmediately, they were given the opportunity to schedule theinterview at a more convenient time for them.

5

Methodology: comparing Cornwall’s performance with other councilsCornwall Council will benchmark its results against other councils, toprovide a robust picture of performance. Enventure Research wasappointed via competitive tender to carry out surveys twice a year which:

Follow the LGA’s rigorous methodology guidance, ‘Are you beingserved?’, asking set questions of a representative sample of Cornwallresidents to achieve a robust level of confidence in the results

Adopts a telephone (rather than postal) survey method to enable like-for-like comparison of our local results with the LGA’s national resultsand with other councils through LG Inform benchmarking.

The LGA carries out national telephone polls three times a year.Comparisons in this report are with the LGA poll conducted in October2018 by Populus with a sample of 1,001 adults.

6

Methodology: comparing Cornwall’s 2018 results with previous results

Cornwall Council will track changes in resident satisfaction over time aspart of its commitment to year-on-year increases. This is the first timeCornwall Council’s performance can be compared ‘like-for-like’ with thatof other councils, using the methodology described above.

The results are also compared against the Cornwall Council Residents’Survey 2017, a postal survey conducted by Marketing Means with asample of 11,247 adults, which asked identical questions. However,moving to a telephone survey methodology means that the 2017 resultsare not entirely ‘like-for-like’, and the comparison is only indicative ofchanges over time.

7

2: Headline findings

8

83%

10%

7%

0%

78%

11%

11%

0%

82%

8%

9%

0%

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Don't know

Cornwall Residents' SurveyAutumn 2018

LGA Polling Survey Oct2018

Cornwall Residents' Survey2017

Resident satisfaction with their local area as a place to live is above the national figure

Question: Overall, how satisfied or dissatisfied are you with your local area as a place to live?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001; Cornwall Residents’ Survey 2017: 11,134)

LGA Question

9

Residents’ trust in Cornwall Council is above the national figure for the first time

58%

38%

4%

57%

42%

1%

A great deal or fair amount

Not very much or at all

Don't know

Cornwall Residents'Survey Autumn 2018

LGA Polling SurveyOct 2018

Question: How much do you trust (Cornwall Council)?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001)

LGA Question

10

Resident perceptions improved on three of four business plan success measures

Vs National Avg

Vs National Avg Vs National Avg

No National Avg

51%Satisfied with the way the Council runs things

Since 2017

42%Agree that the Council provides good value for

moneySince 2017

Agree the Council is campaigning & standing

up for Cornwall

46%

Since 2017

62%Everything right first time during recent

contact*Since 2017

Compared to LGACompared to LGA

Questions: VariousBase: All respondents (Cornwall Residents’ Survey Autumn 2018: various; Cornwall Residents’ Survey 2017: various; LGA Polling Survey October 2018:various)* Don’t know responses have been removed from the base

Not an LGA question Not an LGA question

11

Compared to LGA

Questions: Various. Base: All respondents (Cornwall Residents’ Survey Autumn 2018: various; Cornwall Residents’ Survey 2017: various; LGA Polling Survey October 2018: 1,001)

Resident satisfaction with services is above national figure for refuse collection, and improved for:

60%Satisfied with keeping

public land free of litter & refuse

Since 2017

51%Satisfied with sports &

leisure facilities

Since 2017

Satisfied with Fire, rescue & community safety services

75%

Since 2017

81%Satisfied with refuse

collection

Since 2017 Compared to LGA

Compared to LGA

Not an LGA question

Not an LGA question

12

Larger proportions agree with the following statements than in 2017

Questions: VariousBase: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: various; LGA Polling Survey October 2018:1,001)

42% agree Council is working to make area a better place

53% think Council keeps residents well informed about services

23% agree Council enables them to influence decisions

40% agree Council is working to make the area safer

38% agree Council is working to make the area greener

Since 2017

Since 2017

Since 2017

Since 2017

Since 2017

Compared to LGA

Not an LGA question

Not an LGA question

Not an LGA question

Not an LGA question

13

When asked what one thing Cornwall Council should improve, road improvements was mentioned most, by 16% of respondents

Question: What one thing do you think the Council should improve?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

16%

8%

8%

5%

5%

5%

5%

5%

Better / more road improvementsand infrastructure

Better care for elderly andvulnerable

Better communication

Affordable housing / socialhousing

Better community engagement

Better consideration ofdevelopments / building houses

Keep general environmentmaintained /cleaning streets of

litter, leaves etc.

Nothing / don't know

This question was asked as a verbatim response. Comments were grouped and themed and the chart shows the top eight most mentioned themes.

Improving the roads, especially the potholes.

Female, 25-44

I think the Council should improve the traffic management. Male, 25-44

14

3: Business Plan measures

15

Resident perceptions improved on three of four business plan success measures

Vs National Avg

Vs National Avg Vs National Avg

No National Avg

51%Satisfied with the way the Council runs things

Since 2017

42%Agree that the Council provides good value for

moneySince 2017

Agree the Council is campaigning & standing

up for Cornwall

46%

Since 2017

62%Everything right first time during recent

contact*Since 2017

Compared to LGACompared to LGA

Questions: VariousBase: All respondents (Cornwall Residents’ Survey Autumn 2018: various; Cornwall Residents’ Survey 2017: various; LGA Polling Survey October 2018:various)* Don’t know responses have been removed from the base

Not an LGA question Not an LGA question

16

Overall, more than half are satisfied with Cornwall Council, higher than reported in 2017 though lower than national figure

51%

28%

20%

1%

60%

19%

21%

0%

46%

28%

24%

2%

Satisfied

Neither satisfied nordissatisfied

Dissatisfied

Don't know



Cornwall Residents'Survey 2017

Question: Overall, how satisfied or dissatisfied are you with the way (Cornwall Council) runs things?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001; Cornwall Residents’ Survey 2017: 11,076)

LGA Question

17

While not significantly different, satisfaction with Cornwall Council was higher amongst:

People aged 35+

People in East Cornwall

Those not living in areas of the highest levels of deprivation

49%West

56%East

49%Mid

45%

55%

50%

1-3

4-6

7-10

Area IMD decile

Age

45%53% 53%

16-34 35-64 65+51%51%

Gender

Question: Overall, how satisfied or dissatisfied are you with the way (Cornwall Council) runs things?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

18

Resident perceptions of Cornwall Council’s value for money are in line with the national figure

42%

32%

25%

2%

44%

28%

27%

1%

28%

32%

34%

5%

Agree

Neither agree nor disagree

Disagree

Don't know




Question: To what extent do you agree or disagree that (Cornwall Council) provides value for money?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001; Cornwall Residents’ Survey 2017: 11,015)

LGA Question

19

While not significantly different, agreement the Council offers value for money is higher amongst:

Women

People aged 65+


Those living in areas that are relatively more deprived

41%West

46%East

38%Mid

41%

42%

38%

1-3

4-6

7-10

Area IMD decile

Age

36%41%

48%

16-34 35-64 65+44%39%

Gender

Question: To what extent do you agree or disagree that (Cornwall Council) provides value for money?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

20

Almost half agree the Council is standing up and campaigning for Cornwall, higher than last year

46%

26%

21%

7%

34%

31%

20%

14%

Agree


Disagree

Don't know

Cornwall Residents' SurveyAutumn 2018Cornwall Residents' Survey2017

This question was not asked in the LGA Polling Survey in October 2018.

Question: To what extent do you agree or disagree that Cornwall Council is campaigning and standing up for Cornwall?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: 10,944)

21

Residents in least deprived areas are least likely to agree that the Council is standing up for Cornwall

45%West

47%East

46%Mid

45%

49%

35%

1-3

4-6

7-10

Area IMD decile

Age

48%43%

50%

16-34 35-64 65+48%44%

Gender

Question: To what extent do you agree or disagree that Cornwall Council is campaigning and standing up for Cornwall?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

22

3 in every 5 residents who had recently contacted the Council say it got everything right first time

62%

38%

72%

28%

Yes

No

Cornwall Residents' Survey Autumn2018Cornwall Residents' Survey 2017


This figure shows responses from residents who had made recent contact with the Council, in line with the 2017 survey.

Question: Thinking about your most recent contact with the Council, was everything right first time?Base: Those who had made contact (Cornwall Residents’ Survey Autumn 2018: 311; Cornwall Residents’ Survey 2017: 7,621)

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A higher % of those aged 35-64 say the Council got everything right first time. While not significantly different, levels are also higher amongst:

Women


58%West

65%East

63%Mid

64%

61%

62%

1-3

4-6

7-10

Area IMD decile

Age

53%68%

59%

16-34 35-64 65+66%58%

Gender

Question: Thinking about your most recent contact with the Council, was everything right first time?Base: Those who had made contact (Cornwall Residents’ Survey Autumn 2018: 311)

24

4: Other key drivers of overall resident satisfaction

25

Larger proportions agree with the following statements than in 2017

Questions: VariousBase: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: various; LGA Polling Survey October 2018:1,001)

42% agree Council is working to make area a better place

53% think Council keeps residents well informed about services

23% agree Council enables them to influence decisions

40% agree Council is working to make the area safer

38% agree Council is working to make the area greener

Since 2017

Since 2017

Since 2017

Since 2017

Since 2017

Compared to LGA

Not an LGA question

Not an LGA question

Not an LGA question

Not an LGA question

26

Residents trust in Cornwall Council is above national figure for the first time

58%

38%

4%

57%

42%

1%



Don't know


LGA Polling SurveyOct 2018

Question: How much do you trust (Cornwall Council)?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001)

LGA Question

27

While not significantly different, trust in the Council is higher amongst women and lower amongst those from least deprived areas

55%West

61%East

58%Mid

53%

62%

49%

1-3

4-6

7-10

Area IMD decile

Age

59% 57% 59%

16-34 35-64 65+62%54%

Gender

Question: How much do you trust (Cornwall Council)?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

28

More than half agree the Council keeps them well informed, up 13% on last year

53%

45%

2%

58%

41%

0%

40%

53%

6%

Well informed

Not wellinformed

Don't know




v

Question: Overall, how well informed do you think (Cornwall Council) keeps residents about the services and benefits it provides?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001; Cornwall Residents’ Survey 2017: 11,083)

LGA Question

29

While not significantly different, a higher % of those aged 65+ and those living in East Cornwall agree the Council keeps residents well informed

49%West

57%East

53%Mid

51%

55%

44%

1-3

4-6

7-10

Area IMD decile

Age

49% 52% 58%

16-34 35-64 65+52%54%

Gender

Question: Overall, how well informed do you think (Cornwall Council) keeps residents about the services and benefits it provides?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

30

A larger proportion of residents agree that the Council enables them to influence decisions than in 2017; however a majority disagree

v23%

27%

45%

5%

15%

33%

38%

14%

Agree


Disagree

Don't know

Cornwall Residents' SurveyAutumn 2018Cornwall Residents' Survey 2017


Question: To what extent do you agree or disagree that Cornwall Council enables you to influence Council decisions in your local area?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: 10,752)

31

While not significantly different, a higher % of people aged 16-34 & those in mid Cornwall agree Council enables them to influence decisions

22%West

21%East

26%Mid

23%

22%

24%

1-3

4-6

7-10

Area IMD decile

Age

27%

20%24%

16-34 35-64 65+24%22%

Gender

Question: To what extent do you agree or disagree that Cornwall Council enables you to influence Council decisions in your local area?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

32

42%

40%

38%

32%

27%

26%

24%

28%

30%

29%

34%

31%

1%

5%

3%

9%

Is making the local area abetter place to live

Is working to make the areasafer

Is working to make the areagreener

Is efficient and well run

AgreeNeither agree nor disagreeDisagreeDon't know

Larger proportions agree than disagree that the Council is making the local area greener, safer and a better place to live

These questions were not asked in the LGA Polling Survey in October 2018.

Question: To what extent do you agree or disagree that Cornwall Council....?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

33

5: Perceptions of Council services

34

Compared to LGA

Questions: VariousBase: All respondents (Cornwall Residents’ Survey Autumn 2018: various; Cornwall Residents’ Survey 2017: various; LGA Polling Survey October 2018:1,001)

Resident satisfaction with services is above national figure for refuse collection, and improved for:

60%Satisfied with keeping

public land free of litter & refuse

Since 2017

51%Satisfied with sports &

leisure facilities

Since 2017

Satisfied with Fire, rescue & community safety services

75%

Since 2017

81%Satisfied with refuse

collection

Since 2017 Compared to LGA

Compared to LGA

Not an LGA question

Not an LGA question

35

Refuse collection sees highest level of satisfaction, followed by Fire, rescue & community safety services, higher than last year

v

Question: Overall, how satisfied or dissatisfied are you with the way the following Cornwall Council services are provided?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: various)

81%

75%

77%

60%

60%

87%

64%

80%

61%

57%

Refuse collection

Fire, rescue & communitysafety services

Recycling services

Parks and open spaces

Keeping public land clear oflitter and refuse



This chart shows only the top five services in terms of satisfaction.

36

For other services larger proportions are satisfied than last year, except for road maintenance & library services, which are lower

v

Question: Overall, how satisfied or dissatisfied are you with the way the following Cornwall Council services are provided?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: various)

57%

51%

36%

25%

24%

22%

21%

19%

19%

56%

43%

37%

28%

18%

21%

20%

16%

14%

Street cleaning

Sports and leisure facilities

Library services

Road maintenance

Services and support forchildren and young people

Services and support for olderpeople

Planning services

Housing services

Services and support forvulnerable adults



This chart shows services that were not on the previous slide.

37

The level of satisfaction for refuse collection is higher than the national figure; however satisfaction is lower for all of the others

v

Question: Overall, how satisfied or dissatisfied are you with the way the following Cornwall Council services are provided?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001)

81%

57%

25%

36%

51%

22%

24%

76%

65%

35%

60%

59%

41%

43%

Refuse collection

Street cleaning

Road maintenance

Library services

Sport and leisure facilities

Services and support for olderpeople

Services and support forchildren and young people



This chart shows only services that featured in the Residents’ Survey and the LGA Polling Survey in October 2018.

LGA Question

38

6.22

5.58

5.52

5.31

Ease of doing what youwant to on the Council

website

How much the Councilcares about customers

The Council's speed ofservice

How the Council keepsyou informed

81%

The ease of doing what residents want to on the Council website received the highest mean score

Question: On a scale of 1-10, where 1 is extremely dissatisfied and 10 is extremely satisfied, please score the following...Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: various)

39

This question asked respondents to rate services from 1 for extremely dissatisfied to 10 for extremely satisfied. This chart shows the mean scores for each.

Three in ten residents are ‘advocates’ who speak positively about the Council

30%

52%

18%

1%

Speak positively

No views one way or another

Speak negatively

Don't know

This question was not asked in theLGA Polling Survey in October 2018nor in the Cornwall Residents’Survey 2017.

v

Question: On balance, which of the following statements comes closest to how you feel about Cornwall Council?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

40

When asked what one thing Cornwall Council should improve, road improvements was mentioned most, by 16% of respondents

Question: What one thing do you think the Council should improve?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

16%

8%

8%

5%

5%

5%

5%

5%

Better / more road improvementsand infrastructure

Better care for elderly andvulnerable

Better communication

Affordable housing / socialhousing

Better community engagement

Better consideration ofdevelopments / building houses

Keep general environmentmaintained /cleaning streets of

litter, leaves etc.

Nothing / don't know

This question was asked as a verbatim response. Comments were grouped and themed and the chart shows the top eight most mentioned themes.

Improving the roads, especially the potholes.

Female, 25-44

I think the Council should improve the traffic management. Male, 25-44

41

Service satisfaction focus

The following slides look at the previously covered responses to service satisfaction collected by the independent market researcher Enventure. As well as the independent research the slides also include other survey satisfaction figures relating to that service, run by other national networks and Council administered surveys.

The benefit of the additional surveys is to allow a comprehensive overview of both users of the service and the residents perception of its performance in one place.

42

60%

57%

22%

27%

18%

15%

1%

10%

2018

2017

2018

2017

2018

2017

2018

2017

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor d

issat

isfie

dDo

n't K

now

Keeping public land clear of litter and refuse

Question: Overall, how satisfied or dissatisfied are you with the way the following CornwallCouncil services are provided?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)


43

Resident perceptions: latest resident survey feedback

User experience: latest customer satisfaction survey feedback

Satisfaction with the cleanliness of pavements 54%

Source: National Highways Transport (NHT) Public Satisfaction Survey Date: 2018

NHT Avg. 52%

Satisfaction with the cleanliness of roads 56%NHT Avg. 54%

81%

87%

76%

10%

6%

19%

8%

6%

5%

1%

0%

0%

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor d

issat

isfie

dDo

n't K

now

Refuse collection

Question: Overall, how satisfied or dissatisfied are you with the way the following Cornwall Councilservices are provided?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)


44


User experience: latest customer satisfaction survey feedback How satisfied are you with the quality of service you receive for collecting your non-recyclable rubbish? % Very or fairly satisfied

89%Source: Biffa Customer Satisfaction Survey Date: 2017

77%

80%

14%

11%

9%

8%

1%

1%

2018

2017

2018

2017

2018

2017

2018

2017

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor d

issat

isfie

dDo

n't K

now

Recycling services



45


User experience: latest customer satisfaction survey feedback How would you rate the quality of service you receive for collecting your recycling? % Very or fairly satisfied

86%Source: Biffa Customer Satisfaction Survey Date: 2017

57%

56%

65%

26%

23%

24%

16%

19%

11%

1%

2%

0%

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor d

issat

isfie

dDo

n't K

now

Street cleaningUser experience: latest customer satisfaction survey feedback

Satisfaction with the cleanliness of pavements 54%


Source: National Highways Transport (NHT) Public Satisfaction Survey Date: 2018

46

NHT Avg. 52%


Satisfaction with the cleanliness of roads 56%NHT Avg. 54%

36%

37%

60%

20%

13%

15%

17%

26%

19%

27%

24%

5%

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Library services

User experience: latest customer satisfaction survey feedback How happy are you with the services that are available to you in the Library and Information Service? % satisfied or very satisfied 98%



47

Source: LIS Customer Satisfaction Survey Date: Oct 2018

75%

64%

7%

5%

11%

18%

7%

13%

2018

2017

2018

2017

2018

2017

2018

2017

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

tKn

ow

Fire, rescue and community safety services



48

User experience: latest customer satisfaction survey feedback Satisfaction score - % fairly or very satisfied with service 99%

Source: Cornwall Fire & Rescue Satisfaction Survey Respondents: service users Date: Apr-Dec 2018

Satisfaction score - % fairly or very satisfied with service 82%Source: Cornwall Fire & Rescue Satisfaction Survey Respondents: service users Date: Sep-Dec 2018

Safer Cornwall is tackling the crime and anti-social behaviour issues that matter in my local area- % agree

54%Source: Cornwall Partnership Plan Consultation Date: 2018

Safer Cornwall is tackling the crime and anti-social behaviour issues that matter in my local area- % agree

52%Source: Home Fire Safety Check Evaluation Date: 2018


51%

43%

59%

18%

18%

16%

21%

26%

21%

11%

14%

4%

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Sports and leisure facilities


49



Overall satisfaction score (average of leisure centres in Cornwall*) 84%Source: Greenwich Leisure Limited (GLL) Annual User Survey Date: 2018

* GLL operates the majority of Leisure Centres in Cornwall, but not all

25%

28%

35%

56%

51%

51%

18%

20%

13%

1%

1%

1%

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Road maintenance


50


Highway Maintenance satisfaction score 51%Source: National Highways Transport (NHT) Public Satisfaction Survey Date: 2018

NHT Avg. 51%


21%

20%

22%

22%

22%

31%

36%

27%

2018

2017

2018

2017

2018

2017

2018

2017

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Planning services

Survey not currently available, planned in for 2019



51



19%

16%

22%

14%

23%

29%

36%

40%

2018

2017

2018

2017

2018

2017

2018

2017

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Housing services



52

User experience: latest customer satisfaction survey feedback Considering everything, how satisfied overall are you with Cornwall Housing? % satisfied 86%

Source: STAR Survey Date: Aug 2017


60%

61%

17%

14%

19%

20%

4%

5%

2018

2017

2018

2017

2018

2017

2018

2017

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Parks and open spaces



53



Survey not currently available, planned in for 2019

22%

21%

41%

26%

22%

22%

20%

26%

29%

32%

31%

7%

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Services and support for older people

User experience: latest customer satisfaction survey feedback Overall, how satisfied or dissatisfied are you with the care and support services you receive? % quite, very or extremely satisfied

90%


54

Source: PFA Customer Survey Date: Jan-Mar 2018


19%

14%

26%

22%

20%

25%

35%

39%

2018

2017

2018

2017

2018

2017

2018

2017

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor d

issat

isfie

dDo

n't K

now

Services and support for vulnerable adults



55

User experience: latest customer satisfaction survey feedback Overall, how satisfied or dissatisfied are you with the care and support services you receive? % quite, very or extremely satisfied

90%Source: PFA Customer Survey Date: Jan-Mar 2018


24%

18%

43%

25%

19%

22%

20%

27%

28%

31%

37%

7%

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

2018

2017

LGA

Very

and

fairl

ysa

tisfie

dVe

ry a

nd fa

irly

diss

atisf

ied

Nei

ther

satis

fied

nor

diss

atisf

ied

Don'

t Kno

w

Services and support for children and young people

User experience: latest customer satisfaction survey feedback % service users who are satisfied with the help they received from Children & Family Services

76%


56

Source: Quality Assurance Performance Management Survey Date: July 2018


6: Perceptions of the Council

57

Three in ten residents are ‘advocates’ who speak positively about the Council

30%

52%

18%

1%

Speak positively

No views one way or another

Speak negatively

Don't know

This question was not asked in theLGA Polling Survey in October 2018nor in the Cornwall Residents’Survey 2017.

v


58

Those from least deprived areas are less likely to speak positively about the Council

v

30%West

35%East

24%Mid

27%

33%

18%

1-3

4-6

7-10

Area IMD decile

Age

28% 29%33%

16-34 35-64 65+31%28%

Gender


59

Half think Cornwall Council acts on their concerns, which is lower than the national figure

48%

44%

8%

56%

41%

3%



Don't know



This question was not asked in the Cornwall Residents’ Survey 2017.

Question: To what extent do you think (Cornwall Council) acts on the concerns of local residents?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001)

LGA Question

60

While not significantly different, a higher % of those aged 16-34 think the Council acts on concerns of residents

Age

48%West

47%East

48%Mid

45%

49%

42%

1-3

4-6

7-10

Area IMD decile

Age

53%45% 47%

16-34 35-64 65+48%47%

Gender

Question: To what extent do you think (Cornwall Council) acts on the concerns of local residents?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

61

Over a quarter agree the media influences their perception of the Council, while a larger proportion disagree

27%

29%

43%

1%

Agree


Disagree

Don't know

This question was not asked in the LGA Polling Survey in October 2018 nor in the Cornwall Residents’ Survey 2017.

v

Question: To what extent would you agree or disagree that the media influences your perception of Cornwall Council?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

62

Younger people aged 16-34 are more likely to agree the media influences their perception of Cornwall Council than those aged 35-64

26%West

26%East

28%Mid

28%

26%

19%

1-3

4-6

7-10

Area IMD decile

Age

33%

23%29%

16-34 35-64 65+27%26%

Gender

Question: To what extent would you agree or disagree that the media influences your perception of Cornwall Council?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

63

A larger proportion agree Cornwall Council is efficient and well run this year

32%

28%

31%

9%

17%

34%

36%

13%

Agree


Disagree

Don't know

Cornwall Residents' Survey Autumn2018

Cornwall Residents' Survey 2017


v

Question: To what extent would you agree or disagree that Cornwall Council is efficient and well run?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; Cornwall Residents’ Survey 2017: 10,960)

64

A higher % of people in areas with neither high nor low relative deprivation (IMD 4-6) think Cornwall Council is efficient and well run

31%West

35%East

31%Mid

27%

38%

26%

1-3

4-6

7-10

Area IMD decile

Age

40%30% 29%

16-34 35-64 65+31%34%

Gender

Question: To what extent would you agree or disagree that Cornwall Council is efficient and well run?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

65

The word or phrase that best describes the Council

10%

8%

7%

6%

5%

5%

4%

4%

4%

4%

Average

Doing its best

Need improvement

Poor/bad

Adequate

Don't know

Good

Excellent

Satisfactory

Helpful

Question: What word or short phrase would you use to best describe Cornwall Council?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

This question was asked as a verbatim response. Comments were grouped and themed and the chart shows the top ten most mentioned themes.

dd

66

7: Perceptions of the local area

67

Resident satisfaction with their local area as a place to live is above the national figure

83%

10%

7%

0%

78%

11%

11%

0%

82%

8%

9%

0%

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Don't know

Cornwall Residents' SurveyAutumn 2018


Cornwall Residents' Survey2017

Question: Overall, how satisfied or dissatisfied are you with your local area as a place to live?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500; LGA Polling Survey October 2018: 1,001; Cornwall Residents’ Survey 2017: 11,134)

LGA Question

68

Those living in the least deprived areas (IMD 7-10) are more likely to be satisfied with their local area as a place to live

83%West

83%East

84%Mid

77%

85%

90%

1-3

4-6

7-10

Area IMD decile

Age

82% 84% 83%

16-34 35-64 65+82%85%

Gender

Question: Overall, how satisfied or dissatisfied are you with your local area as a place to live?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

69

Two thirds agree that people in the local areapull together to improve the local area

67%

15%

16%

0%

2%

Agree


Disagree

Nothing needs improving

Don't know

This question was not asked in the LGA Polling Survey in October 2018 nor in the Cornwall Residents’ Survey 2017.

v

Question: To what extent would you agree or disagree that people in this local area pull together to improve the local area?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

70

People living in East and Mid Cornwall, and inthe least deprived areas, are more likely toagree people in their local area pull together

59%West

72%East

70%Mid

56%

70%

74%

1-3

4-6

7-10

Area IMD decile

Age

62% 65% 72%

16-34 35-64 65+70%63%

Gender

Question: To what extent would you agree or disagree that people in this local area pull together to improve the local area?Base: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

71

8: Supporting information

72

Respondent profile

23%

46%

30%

16-34

35-64

65+

Age

48%52%

Gender

Male

Female

37%

31%

32%

Area

West

Mid

East

31%

47%

14%

7%

1-3

4-6

7-10

Unmatched

IMD decile

92% identified as White British, 6% as White Other, 1% declined to answer.

Questions: VariousBase: All respondents (Cornwall Residents’ Survey Autumn 2018: 500)

73

Interpretation of findingsThis report contains tables, infographics and charts. In some instances, the responses may not add up to 100%. There areseveral reasons why this might happen:

• The question may have allowed each respondent to give more than one answer• Only the most common responses may be shown in the table or chart• Individual percentages are rounded to the nearest whole number so the total may come to 99% or 101%• A response of between 0% and 0.5% will be shown as 0%.

Subgroup analysis has been undertaken by area, gender, age group, and Index of Multiple Deprivation (IMD) decile*. Thisreport only describes differences that are ‘significant’ at the 95% confidence level.

For the analysis of some questions, some response options have been grouped together to provide a level of agreementor satisfaction. For example, ‘Strongly agree’ and ‘Tend to agree’ have been grouped and shown as ‘Agree’, and ‘Verysatisfied’ and ‘Fairly satisfied’ have been grouped as ‘Satisfied’.

The previously published 2017 survey may show slightly different figures versus the figures quoted in this survey, the reason for this is the removal of ‘don’t know’ as an answer in 2017. LGA questions include ‘don’t know’ as an answer, hence why they have been added back in and re-calculated to be used as a comparison in this report.

*The Index of Multiple Deprivation is the measure of relative deprivation for neighbourhoods in England. It ranks everyneighbourhood from the most deprived 10% to the least deprived 10%. In this report, the most deprived are referred toas ‘deciles 1-3’, whilst the least deprived are ‘deciles 7-10’.

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Acknowledgments

Enventure Research would like to thank Sarah Findlay, MattHallett and Steven Ford from Cornwall Council for theirhelp and cooperation on this project, and to expressgratitude to everyone who took part in the survey.

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Cornwall CouncilCounty HallTruro TR1 3AY

Tel: 0300 1234 100www.cornwall.gov.uk

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