Prepared by: Linda Balodis, Account Manager 27 th March 2007 Because People Matter West Sussex County Council 2006 General User Satisfaction Survey Presentation

Prepared by:Linda Balodis, Account Manager

27th March 2007

Because People MatterBecause People Matter

West Sussex County Council West Sussex County Council 2006 General User Satisfaction Survey2006 General User Satisfaction Survey

PresentationPresentation

IntroductionIntroduction

• DCLG prescribed methodology– Questionnaire– Survey timing : September to December 2006– Two reminders– Weighting to make the data representative– Additional action : prize draw

• Postal survey to 2,500 addresses• 1,183 completed questionnaires returned (47%

response rate)• Similar surveys conducted in 2000 and 2003

3%

48%

37%

10%

1%

1 - Very satisfied

2 - Fairly satisfied

3 - Neithersatisfied nordissatisfied

4 - Fairlydissatisfied

5 - Verydissatisfied

(Q16 – BV3) Overall satisfaction with the way the authority runs things (valid responses only)

UNWEIGHTED/WEIGHTED SAMPLE BASE = 1112/1111

% Satisfied2006: 522003: 522000: 67CC av: 50

59%

62%

54%

51%

46%

49%

45%

44%

34%

13%

6%

7%

9%

11%

8%

5%

4%

6%41%

36%

40%

33%

29%

28%

32%

27%

22%

17%

19%

16%

11%

10%

13%

12%

8%

6%

6%

10% 60% 13%...treats all types of people fairly

...is working to make the area cleaner and greener

...is making the local area a better place to live

...is working to make the area safer

...is trustworthy

...is remote and impersonal

...is efficient and well run

...promotes the interests of local residents

...acts on the concerns of local residents

...provides good value for money

Not at all Not very much To some extent A great deal

(Q28) How the council performs overall (valid responses only)

Bases vary

The council:

15%

17%

13%

28%

28%

1 - Very satisfied





(Q21 – BV4) Satisfaction with complaints handling (complainants valid responses only)


% Satisfied2006: 312003: 432000: 40CC av: 34

38%

46%

37%

43%

39%

32%

34%

26%

34%

26%

28%

29%9%

13%

11%

7%

9%

9%

14%

7%

7%

6%

6%

6%

16%

13%

14%

16%

13%

14%How competent the staff

were

How easy it was to findthe right person to deal

with

How helpful the staffwere

The length of time it tookto deal with the person

you contacted

Any information you weregiven

The final outcome

Very dissatisfied

Fairly satisfied

Very satisfied

(Q24) Satisfaction with aspects of service received (valid responses only)

Bases vary

Fairly dissatisfied

Neither/nor

5%

40%

37%

17%

1 - Very wellinformed

2 - Fairly wellinformed

3 - Not very wellinformed

4 - Not wellinformed at all

(Q17) Overall, how well informed council keeps residents about the services and benefits it provides (valid responses only)


% Satisfied2006: 452003: 582000: na

3%

47%

43%

8%

1 - Very wellinformed

2 - Fairly wellinformed

3 - Not very wellinformed

4 - Not wellinformed at all

(QWSC1) How well informed residents feel about local affairs (valid responses only)


48%

45%

37%

37%

40%

35%

43%

11%

12%

9%

5%

44%

44%

41%

42%

37%

41%

37%

30%

6%

8%

32%

21%

23%

15%

17%

14%

15%

14%

2%

1%

33%

32%

22%

55%

8%

3%

3%

2%

36%How to pay bills to the Council

How and where to register to vote

What the Council spends its money on

What standard of service you should expect from the Council

How to complain to the Council

Overall, how well informed do you think your Council keeps residentsabout the services and benefits it provides

How you can get involved in local decision making

How well the Council is performing

Whether the Council is delivering on its promises

What the Council is doing to tackle anti-social behaviour in your localarea

Not well

informed at all

Not very well informed

Fairly well informed

Very well informed

(Q17) How well informed residents feel about specific issues (valid responses only)

Bases vary

36%

46%

8%

6%

3%

1 - Very satisfied





(Q6 – BV90c) Satisfaction with the local tip/HWRC overall (valid responses only)


% Satisfied2006: 822003: 822000: 72CC av: 83

7%

41%

31%

14%

7%

1 - Very satisfied





(Q7 – BV103) Satisfaction with the provision of public transport information overall (valid responses only)


% Satisfied2006: 482003: 362000: 38CC av: 48

12%

46%

23%

13%

5%

1 - Very satisfied





(Q9 – BV104) Satisfaction with the local bus service overall (valid responses only)


% Satisfied2006: 582003: 432000: 39CC av: 54

33%

47%

17%

2%

1%

1 - Very satisfied





(Q15 – BV119b) Satisfaction with libraries (valid responses only)


% Satisfied2006: 802003: 772000: 80CC av: 74

55%

56%

62%

69%

Housing services

Planning services

Personal socialservices

LA educationservices

Fire & rescueservices

(Q14) Proportion satisfied with other services (users valid responses only)

UNWEIGHTED/WEIGHTED SAMPLE BASES VARY

95%

2003 :

na

64%

71%

84%

84%

14%

54%

19%

11%

2%

1 - Very satisfied





(Q3) Satisfaction with local area as a place to live (valid responses only)


58%

58%

35%

32%

31%

27%

25%

24%

23%

21%

16%

16%

15%

14%

14%

12%

11%

11%

8%

3%

Health services

The level of crime

Clean streets

Affordable decent housing

Education provision

Parks and open spaces

The level of traffic congestion

Shopping facilities

Access to nature

Public transport

Activities for teenagers

Job prospects

Wage levels and local cost of living

The level of pollution

Sports and leisure facilities

Road and pavement repairs

Cultural facilities (e.g. cinemas, museums)

Facilities for young children

Community activities

Race relations

(Q1) (Five) most important factors in making somewhere a good place to live (all respondents)


43%

40%

31%

31%

29%

29%

24%

19%

17%

16%

15%

14%

12%

12%

10%

9%

7%

6%

5%

1%



Health services

The level of crime



Public transport

Wage levels and local cost of living

Clean streets

Shopping facilities


Job prospects





Education provision


Access to nature

Race relations

(Q2) (Five) factors that most need improving in West Sussex(all respondents)




Clean streets

Job prospects


Public transport

Access to nature


Cultural facilities

Education provision


Health services

The level of crime

The level of pollution Parks and open spaces

Race relations


Shopping facilities


Wage levels/cost of living

0%

10%

20%

30%

40%

50%

60%

70%

0% 10% 20% 30% 40% 50% 60% 70%Most important factors

Facto

rs t

hat

mo

st

need

im

pro

vin

g(Q1/2) Comparison of important factors in making somewhere a good place to live vs factors that most need improving (all respondents)

Sample bases vary

Key strengths

Key priorities

Other strengths

Other priorities

20%

20%

17%

16%

15%

12%

9%

9%

8%

8%

7%

6%

4%

4%

3%

1%

1%59%

78%

49%

56%

36%

43%

61%

20%

10%

49%

14%

10%

31%

26%

13%

18%

23%

28%

13%

12%

40%

21%

48%

39%

60%

51%

32%

72%

83%

43%

76%

79%

59%

62%

72%

67%

60%

53%

68%

64% 25%

11%

11%

Sports & leisure facilities


Public transport

Shopping facilities


Education provision

Clean streets




Health services

Access to nature

Race relations



Job prospects

The level of crime



Wage levels & local cost of living

Worse Stayed the same

Better

(QB1) Whether each aspect has got better or worse over the last three years (valid responses only)

Bases vary

6%

62%

12%

6%

1 - Definitely agree

2 - Tend to agree

3 - Tend todisagree

4 - Definitelydisagree

(Q5) Agreement that the local area is a place where people from different backgrounds get on well together (valid responses only)


4%

41%

24%

24%

8%

1 - Very safe

2 - Fairly safe

3 - Neither safe norunsafe

4 - Fairly unsafe

5 - Very unsafe

(QB7) Perceptions of safety when outside in the West Sussex County after dark (valid responses only)


% Satisfied2006: 442003: 362000: na

29%

57%

10%

3%

1 - Very safe

2 - Fairly safe

3 - Neither safe norunsafe

4 - Fairly unsafe

5 - Very unsafe

(QB8) Perceptions of safety when outside in the West Sussex County during the day (valid responses only)

UNWEIGHTED/WEIGHTED SAMPLE BASE = 1157/1160* INDICATES % < 0.5

*%

% Satisfied2006: 862003: 792000: na

3%

19%

52%

17%

9%

1 - Very satisfied





(Q25) Satisfaction with opportunities for participation in local decision-making (valid responses only)


2%

23%

48%

27%

1 - Definitely agree

2 - Tend to agree

3 - Tend todisagree

4 - Definitelydisagree

(Q26) Agreement that can influence decisions affecting the local area (valid responses only)


BVPI indicators over timeBVPI indicators over time

2006 %

2003 %

2000 %

BV3: The way the authority runs things

BV3: % satisfied with the way the Authority runs things

52 52 67

BV4: Complaints handling

BV4: % satisfied with the handling of complaints

31 43 40

BV90: Waste

BV90c: % satisfied with the local tip 82 82 72

BV103/104: Public transport

BV103: % satisfied with the provision of public transport information overall

48 36 38

BV104 % satisfied with the local bus service overall

58 43 39

BV119: Cultural and recreational services

BV119b: % satisfied with libraries 80 77 80

BVPI indicators cf. national dataBVPI indicators cf. national data

All upper & single

tier %

All Counties

%

WSCC %

BV3: The way the authority runs things

BV3: % satisfied with the way the Authority runs things

51 50 52

BV4: Complaints handling

BV4: % satisfied with the handling of complaints

32 34 31

BV90: Waste

BV90c: % satisfied with the local tip 80 83 82

BV103/104: Public transport

BV103: % satisfied with the provision of public transport information overall

54 48 48

BV104 % satisfied with the local bus service overall

60 54 58

BV119: Cultural and recreational services

BV119b: % satisfied with libraries 72 74 80

Because People Matter

For further information please contact:

Linda Balodis, Account Manager

T : 0121-333-6006

M: 07968 828364

E : [email protected]

Additional charts

48%

43%

42%

46%

42%

44%

37%

42%

46%

46%

36%

39%

34%

34%6%

10%

6%

6%

6%

3%

4%

5%

5%

3%

3%

2%

2%

1%

19%

8%

9%

8%

5%

6%

5%The opening hours of the site

The location of the site

The recycling facilities at the site

The local tip/ household waste recycling centreoverall

How clean the site is

How 'user-friendly' the site is (the ability to deposityour waste easily)

How helpful the staff are

Very dissatisfied

Fairly satisfied

Very satisfied

(Q6) Satisfaction with aspects of the local tip/HWRC (valid responses only)

Bases vary

Fairly dissatisfied

Neither/nor

53%

51%

41%

10%

9%

7%14%

12%

7%

7%

4%

3%

31%

24%

28%The accuracy of the

information

The amount ofinformation

The provision of publictransport information

overall

Very dissatisfied

Fairly satisfied

Very satisfied

(Q7) Satisfaction with aspects of public transport information (users – valid responses only)

Bases vary

Fairly dissatisfied

Neither/nor

53%

54%

55%

44%

52%

46%

26%

22%

14%

19%

8%

12%13%

16%

18%

13%

8%

6%

5%

4%

6%

3%

2%

2%

23%

20%

14%

16%

14%

12%How easy buses are to

get on and off

The number of bus stops

The state of the busstops

The frequency of buses

Whether buses arrive ontime

The local bus serviceoverall

Very dissatisfied

Fairly satisfied

Very satisfied

(Q9) Satisfaction with aspects of the local bus service (valid responses only)

Bases vary

Fairly dissatisfied

Neither/nor

37%

35%

26%

27%

29%

22%

24%

23%

18%

14%

10%

11%

43%

49%

48%

41%

44%

31%

33%

30%

24%

44%

31%

19%

19%

16%

25%

10%

9%

6% 41%

13%

9%

30%

7%

3%

Parents not taking responsibility for the behaviourof their children

Teenagers hanging around on the streets

People not treating other people with respect andconsideration

People using or dealing drugs

Rubbish and litter lying around

Vandalism, graffiti and other deliberate damage toproperty or vehicles

People being drunk or rowdy in public spaces

Noisy neighbours or loud parties

Abandoned or burnt out cars

Not a problem at all

Not a very big problem

A fairly big problem

A very big problem

(Q4) Extent to which anti-social behaviour is regarded as a problem (valid responses only)

Bases vary

Documents

Prepared by: Linda Balodis, Account Manager 27 th March 2007 Because People Matter West Sussex County Council 2006 General User Satisfaction Survey Presentation