Building Standards verification performance framework - national customer satisfaction survey: survey findings 2021

Footnotes

1. The seventh national customer survey took place in 2020 and the final report is available at: Building standards verification performance framework 2020: national survey findings

2. The Scottish Government (2017) Building Standards Performance Framework for Verifiers. Available Performance Framework for Verifiers

3. This number includes repeat email addresses supplied by more than one local authority verifier.

4. Unique customers, i.e. following a de-duplication of customer email addresses supplied by all 32 local authorities.

5. For comparison purposes, the national response rate in 2020 was 14.5%. However, higher volumes of customer email addresses were supplied by local authorities this year than in 2020, resulting in the highest number of responses to date since the survey was first run.

6. The Scottish Government (2014) National Customer Satisfaction Survey to Support the New Verification Performance Framework (Phase 2 report). Available at: Phase 2 Report National Survey Findings

7. The Scottish Government (2016) Evaluation of the performance of local authorities in their role as building standards verifiers. Available at: Evaluation of the performance of local authorities in their role as building standards verifiers

8. Further details about the 2017 re-appointment of verifiers are available at: Monitoring Performance

9. The Scottish Government (2017) Building Standards Performance Framework for Verifiers. Available at: Performance Framework for Verifiers

10. The Scottish Government (2021) Building standards - verification service: customer experience evaluation - future model. Available at: Building standards - verification service: customer experience evaluation - future model

11. From this point forward the term 'Direct applicants' is used for ease of reference when referring to Direct applicants for building warrant and/or direct submitters of completion certificates.

12. It is possible that some customers may have stated 'neither satisfied nor dissatisfied' with respect to SMS/e-newsletter communications where they had not actually experienced these communications, as opposed to leaving the question blank.

13. Note that the question wording was changed in 2021 to "Building standards service staff are accessible if I want to meet with them (in person or virtually)" from "Building standards service staff are accessible if I want to meet with them in person" in previous years.

14. Scottish Government, 2016. Building Standards Customer Journey Available at: Buildings Standards Customer Journey

15. The Scottish Government (2021) Building standards - verification service: customer experience evaluation - future model. Available at: Building standards - verification service: customer experience evaluation - future model