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
2 - Fairly satisfied
3 - Neithersatisfied nordissatisfied
4 - Fairlydissatisfied
5 - Verydissatisfied
(Q21 – BV4) Satisfaction with complaints handling (complainants valid responses only)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 172/170
% 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)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 1021/1039
% 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)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 1091/1106
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
2 - Fairly satisfied
3 - Neithersatisfied nordissatisfied
4 - Fairlydissatisfied
5 - Verydissatisfied
(Q6 – BV90c) Satisfaction with the local tip/HWRC overall (valid responses only)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 908/948
% Satisfied2006: 822003: 822000: 72CC av: 83
7%
41%
31%
14%
7%
1 - Very satisfied
2 - Fairly satisfied
3 - Neithersatisfied nordissatisfied
4 - Fairlydissatisfied
5 - Verydissatisfied
(Q7 – BV103) Satisfaction with the provision of public transport information overall (valid responses only)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 805/829
% Satisfied2006: 482003: 362000: 38CC av: 48
12%
46%
23%
13%
5%
1 - Very satisfied
2 - Fairly satisfied
3 - Neithersatisfied nordissatisfied
4 - Fairlydissatisfied
5 - Verydissatisfied
(Q9 – BV104) Satisfaction with the local bus service overall (valid responses only)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 835/865
% Satisfied2006: 582003: 432000: 39CC av: 54
33%
47%
17%
2%
1%
1 - Very satisfied
2 - Fairly satisfied
3 - Neithersatisfied nordissatisfied
4 - Fairlydissatisfied
5 - Verydissatisfied
(Q15 – BV119b) Satisfaction with libraries (valid responses only)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 1123/1139
% 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
2 - Fairly satisfied
3 - Neithersatisfied nordissatisfied
4 - Fairlydissatisfied
5 - Verydissatisfied
(Q3) Satisfaction with local area as a place to live (valid responses only)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 1153/1154
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)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 1183/1183
43%
40%
31%
31%
29%
29%
24%
19%
17%
16%
15%
14%
12%
12%
10%
9%
7%
6%
5%
1%
The level of traffic congestion
Activities for teenagers
Health services
The level of crime
Affordable decent housing
Road and pavement repairs
Public transport
Wage levels and local cost of living
Clean streets
Shopping facilities
Cultural facilities (e.g. cinemas, museums)
Job prospects
Facilities for young children
Sports and leisure facilities
Community activities
The level of pollution
Education provision
Parks and open spaces
Access to nature
Race relations
(Q2) (Five) factors that most need improving in West Sussex(all respondents)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 1183/1183
Activities for teenagers
Affordable decent housing
Clean streets
Job prospects
The level of traffic congestion
Public transport
Access to nature
Community activities
Cultural facilities
Education provision
Facilities for young children
Health services
The level of crime
The level of pollution Parks and open spaces
Race relations
Road and pavement repairs
Shopping facilities
Sports and leisure 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
Facilities for young children
Public transport
Shopping facilities
Cultural facilities (e.g. cinemas, museums)
Education provision
Clean streets
Activities for teenagers
Parks and open spaces
Community activities
Health services
Access to nature
Race relations
Affordable decent housing
Road and pavement repairs
Job prospects
The level of crime
The level of pollution
The level of traffic congestion
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)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 878/888
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)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 1116/1131
% 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
2 - Fairly satisfied
3 - Neithersatisfied nordissatisfied
4 - Fairlydissatisfied
5 - Verydissatisfied
(Q25) Satisfaction with opportunities for participation in local decision-making (valid responses only)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 826/866
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)
UNWEIGHTED/WEIGHTED SAMPLE BASE = 894/922
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
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