Corporate Customer Satisfaction Survey 2016-17 Results · Corporate Customer Satisfaction Survey 2016-17 Results Published June 2017 Delivering Customer Service Excellence. Objective

Corporate Customer Satisfaction Survey 2016-17 Results Published June 2017

Delivering Customer Service Excellence

ObjectiveWe believe that understanding audiences is essential to help us provide the most effective services for our residents and businesses. As a council, we regularly carry out customer satisfaction surveys such as this one, to help us identify what is working well but also where we can make improvements and enhance customer experience.

ProcessA public consultation exercise was undertaken to establish customer satisfaction levels of the area as a place to live; value for money; how well informed; the way the council runs things and 4 of the ‘super-services’ Braintree District Council provides.

The consultation was promoted through a number of different channels and was undertaken during the months of September 2016 up to the end of March 2017.

It was also sent to the Braintree District’s People’s Panel (529 residents) via e-mail, with a link to the on-line form. People’s Panel members without e-mail addresses or who do not have access to the internet, received a posted paper copy of the consultation form.

Seventy-three Green Heart Champions were given the opportunity to engage family and friends within their own community, helping to boost the response rate.

The overall total number of respondents was 1167 exceeding the target response rate by 166.

A sample size of 1167 of the District’s population 150,630 (ONS mid-year population published June 2015) calculates a confidence level at 95%, +/- 2.86% confidence interval.

Customer feedback and Data ProtectionBraintree District Council is a data processor for the purpose of the Data Protection Act 1998. Details will be kept by Braintree District Council and processed in accordance with the Data Protection Act 1998. The Council will not share the information provided with other organisations.

In the interest of Braintree District Council’s continuous improvement programme to enhance our services to our customers, customer feedback will be shared across other council departments.

For further information on how data information is used, please see the Council’s Privacy Policy which is available on the website www.braintree.gov.uk and available by contacting the Council’s Customer Services Centre on 01376 552525.

Methods of communications and respective response rates in ranking order:

1. Face to Face/Telephone 62.72% 2. Green Heart Champion (GHC) 10.11%3. e-Contact 9.17% 4. People’s Panel 7.80% 5. Website 6.08% 6. Citizens Guide 2.14% 7. Council Page 0.69% 8. Email Signature 0.69% 9. Officer distribution 0.60%

Total - 1167 respondents

% of respondents ‘Very satisfied’ and ‘Fairly satisfied’. Total number of respondents x1167

2011/12 2012/13 2013/14 2014/15 2015/16 2016/17

Place to live BDC runs things Value for money How well informed

1. Results of 4 Primary Questions

2011/12 2012/13 2013/14 2014/15 2015/16 2016/17

Keeping District clear of litter

Recycling and Waste Parks and Open spaces

Sports and Leisure

3. Comparing BDC to National Average of Local Authorities

National Average 2016/17 BDC Result 2016/17

Place to live BDC runs things Value for money How well informed

National Average figures sourced from LGA ‘Polling on Residents Satisfaction with Councils’ October 2016 & February 2017

92%

93%

90%

87% 92

%89

%

89%

89%

85%

81% 86

%85

%

63%

64%

62%

59% 62%

60%

78%

78%

68% 73

% 76%

77%

87%

81% 84%

79%

80% 86

% 90%

91%

88%

87%

87%

87%

86%

82%

84%

78% 83

%82

%

65%

66%

78%

77% 84

%80

%

82%89%

67%

85%

48%

60% 63%

77%

2. Results of Super-Services

1. How satisfied or dissatisfied are you with your local area as a place to live?

Very Satisfied Fairly SatisfiedNeither Fairly DissatisfiedVery Dissatisfied Blank

489

544

5854

18 4

Number of respondents out of 1167

2. Overall, how satisfied are you with the way BDC runs things?


389

597

82

5837

4


3. Keeping our District clear of litter?


261

736

9956

12 3


4. Recycling & Waste Collections?


550

457

7850

27

5


5. Parks and Open Spaces?


475

478

71

50

88

5


8. How informed do you feel about the services available from BDC?

Very Informed Fairly InformedNeither Fairly UninformedVery Uninformed Blank

306

579

141

52

72

17


6. Sports and leisure facilities?

Very Satisfied Fairly SatisfiedNeither Fairly DissatisfiedVery Dissatisfied Do not use

288

39955

40

72

7


306

Blank

7. To what extent do you agree that BDC provides value for money?

Strongly Agree Tend to AgreeNeither Tend to DisagreeStrongly Disagree Don’t Know

161

484

72

80

316

12


42

Blank

11. Gender

Female MaleBlank

591

309

267


12. Age

16-24 25-4445-64 65-79Over 80 Blank

24

47


271

232

145

448

9. Method of response return

Face to Face/Tel Green Heart Champione-Contact People’s PanelWebsite Citizen’s Guide

25


Council page Email Signature

78 8

732

118

107

91

71

10. Responses received from

Braintree WithamHalstead Village/ParishBlank

60


425

109

303

270

13. Expressed an interest in…

Text Messaging Service

e-Contact People’s Panel

253

248

Number of requests for additional services/offers/information out of 645

144

CUSTOMER COMMENTS & TRENDSThis survey allowed us to gain invaluable customer comments and insights. As well as closed questions we also asked ‘Please tell us why’ after each question. The chart below shows the trend in the comments from the public:Total number of responses 1167Number of people who commented 686Total number of individual comments 3024

OVERALL TRENDING COMMENTS IN RANKING ORDER No. %Place to live 474 15.67% Recycling and Waste 422 13.96% Keeping District clear of litter 416 13.76% BDC runs things 387 12.80% Parks & Open spaces 373 12.33% Sports and Leisure 300 9.92% How well informed 262 8.66% Value for money 245 8.10% Additional comments 145 4.79%TOTAL COMMENTS RECEIVED: 3024

How satisfied are you? with Braintree District Council

Survey

It is important to us that we receive feedback from you to know how we are doing, whether you are satisfied with the main services we provide and if you think we are providing value for money. The survey should only take 5 minutes to complete and we will publish the results in Summer 2017.

1 Howsatisfiedordissatisfiedareyouwith yourlocalareaasaplacetolive? Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

2 Overall,howsatisfiedareyouwiththeway BraintreeDistrictCouncilrunsthings? Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3a KeepingourDistrictclearoflitter Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3b Recycling&WasteCollections Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3c Parksandopenspaces Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3d Sports/Leisurefacilities Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Do not use Sports/Leisure facilities Pleasetelluswhy:

3.HowsatisfiedareyouwitheachofthefollowingmainservicesprovidedbyBraintreeDistrictCouncil?

CSCF2F

ClosingDate 31stMarch

2017

How satisfied are you? with Braintree District Council

Survey

It is important to us that we receive feedback from you to know how we are doing, whether you are satisfied with the main services we provide and if you think we are providing value for money. The survey should only take 5 minutes to complete and we will publish the results in Summer 2017.

1 Howsatisfiedordissatisfiedareyouwith yourlocalareaasaplacetolive? Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

2 Overall,howsatisfiedareyouwiththeway BraintreeDistrictCouncilrunsthings? Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3a KeepingourDistrictclearoflitter Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3b Recycling&WasteCollections Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3c Parksandopenspaces Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Pleasetelluswhy:

3d Sports/Leisurefacilities Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied Do not use Sports/Leisure facilities Pleasetelluswhy:

3.HowsatisfiedareyouwitheachofthefollowingmainservicesprovidedbyBraintreeDistrictCouncil?

CSCF2F

ClosingDate 31stMarch

2017

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Thank you for taking the time to complete this survey. Please return it using the Freepost

address below (no stamp necessary): Freepost plus RTHE-ABHH-BUUA,

Marketing & Communications Team, Braintree District Council, Causeway House,

Braintree, Essex, CM7 9BR

4 TowhatextentdoyouagreethatBraintree DistrictCouncilprovidesvalueformoney? Strongly agree Tend to agree Neither agree nor disagree Tend to disagree Strongly disagree Don’t know Pleasetelluswhy:

5 How informed do you feel about the services available from Braintree District Council? Very informed Fairly informed Fairly uninformed Very uninformed Neither informed nor uninformed Pleasetelluswhy:

6 BraintreeDistrictCouncilproducesan electronicnewslettereverytwomonths called‘e-Contact’.Thisisdelivereddirectly toyourinboxandfeaturesarangeofnews andinformationaswellaspartneroffersand deals.Wouldyouliketoreceiveit? Yes No IfyespleasesupplyyourEmailaddress. (You can opt out at any time)

7 BraintreeDistrictCouncilhasaPeople’s Panelmadeupofmembersofthepublic fromacrossthedistrict.Thepaneltakes partin3-4surveyseachyearwhichare eitheremailedorposteddirectlytothem. Thesurveysareanimportantwaytogain viewsandfeedbackforservicesacrossthe council.IfyouwouldliketojointhePeople’s Panel,pleasetickYESandensureyousupply yourEmailand/orpostaladdress. Yes

8 Wouldyouliketoreceivetextmessages aboutserviceupdates,bankholidaybin collections,specialannouncements,offers andcustomerfeedbackrequests?(Don’t worry,wewillnotbombardyouandyoucan cancelatanytime) Yes, I am happy to receive text messages from the Council No, I do not wish to receive text messagesIf yes, we will need a few details from you to register you for the service. Please make sure you supply your house number/name, postcode and mobile phone number

Name: House number/ House name:

Street: Town/Village: Postcode: Contact number:

Email: Gender: Male Female Age: Date:If you have any additional comments, please complete the box below:

DATA PROTECTIONAre you happy for us to share your information across other council departments to help us to improve our quality of service to you? (Personal data will NOT be shared with third party organisations)

Yes No You can also fill this in online at www.braintree.gov.uk/css2016-17

Braintree District Council is a data processor for the purpose of the Data Protection Act 1998. Your details will be kept by Braintree District Council and processed in accordance with the Data Protection Act 1998. The Council will not share the information provided with other organisations. For further information on how your information is used, please see the Council’s Privacy Policy which is available on the Council’s website www.braintree.gov.uk and available by contacting the Council’s Customer Services Centre on 01376 552525.

Braintree District Council Causeway House

Bocking End Braintree

Essex CM7 9HB

Published June 2017

Documents

Corporate Customer Satisfaction Survey 2016-17 Results · Corporate Customer Satisfaction Survey 2016-17 Results Published June 2017 Delivering Customer Service Excellence. Objective