Satisfaction survey
Best Value Planning, Benefits and General Satisfaction Surveys 2006/07
Best Value Performance Indicators (BVPIs) are a statutory set of indicators developed by Government Departments to measure the performance of local authorities, that is, all local authorities must measure themselves against BVPIs. The data is collected and audited by the Audit Commission.
Every three years all local authorities in England must carry out the statutory satisfaction surveys which are used to measure and monitor some of these BVPIs.
The first Best Value Satisfaction surveys were undertaken in 2000/01 and repeated in 2003/04. The questionnaires used to survey residents (random sample of households), those making a claim for benefit and individuals making a planning application, have been developed by the Department for Communities and Local Government (DCLG). The questionnaires cannot be altered, questions are predetermined and strict guidelines about how to conduct the surveys must be followed. Fixed questionnaires and strict guidelines ensure that the results are comparable across authorities. In previous years authorities had been able to choose how they wanted to administer the surveys e.g. postally or face to face, however in 2006/07 all local authorities had to conduct the surveys via a postal questionnaire.
The General Satisfaction Survey questionnaire (PDF 552KB) asks residents about their use of and satisfaction with, a range of key services provided by their local authority, including;
- Waste and recycling
- Provision of transport information and the local bus service
- Cultural and recreational facilities
- Anti-social behaviour
- Information provision
- Contact with the council
- Overall satisfaction with the way the authority runs things
The Planning Application Satisfaction Survey questionnaire (PDF 2.05MB) asks individuals making a planning application during a specific period about their experience of using the planning service, including;
- Their experience of using the planning department
- The type of application made
- Whether they have used the service before
- Whether the service has improved (since they last used it)
- Overall satisfaction with the service provided
The Benefits Service Satisfaction Survey questionnaire (PDF 2.04 MB) asks those who have used the benefits service about their expereince, including;
- Getting in touch with the benefits office
- Visiting the benefits office
- Telephoning the benefits office
- Benefits office staff
- The claim forms
- The experience overall
Results are used by local authorities, the Audit Commission and the DCLG to measure and compare council performance over time and between authorities.
Departments from across the council are using results from this survey to inform service delivery and make improvements. Detailed analysis of the three surveys have been completed and the following reports are available;
- General Satisfaction Survey report (2.15MB)
- Planning Applications Survey report
- Benefits Survey report
BVPI results for Walsall Council and all other authorities in England can be accessed via the Audit Commission's website or you can see how your council is performing against others by accessing the DCLGs BVPI pages.
On 22 May 2007 a BVPI results seminar was held. Staff used this time to digest, interrogate and discuss the results in detail. Results are now being used to formulate action plans for improvement across council services.
