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

5. Meeting expectations

5.1. Meeting Expectations Introduction

1. Surveyed customers rated the extent to which they felt the local authority verifier building standards service had met their expectations, on a scale from 1 'not at all' to 10 'completely'.

2. On the whole, expectations appear to have been reasonably well met, with customers returning an average rating of 7.2 out of 10. This is a slight decrease from an average rating of 7.5 in 2020. The most common (modal) rating was the perfect mark of 10 out of 10 (Figure 5.1.a).

3. As with the scores for overall satisfaction, the difference between agents and direct applicants is small and the extent to which service meets expectation is very slightly higher for direct applicants compared to agents. The average applicant rating is 7.3 (a decrease from 7.5 in 2020) while the average agent rating is 7.2 (a decrease from 7.6 in 2020).

Notes * Applicant

† Agent working on behalf of an applicant or submitter

‡ Both of the above (i.e. direct applicant/submitter AND agent)

Source Pye Tait Consulting, 2021

4. Average ratings differ very slightly by type of application, being 7.2 for domestic customers, 7.3 for non-domestic customers and 7.0 for mixed (domestic and non-domestic) customers.

5. Respondents were asked to provide a reason for their rating in response to this question. Analysis involved ordering all responses from highest to lowest score, then dividing them into approximate thirds based on the number of respondents:

• The 'top group' (748 respondents) gave a perfect rating of 10;
• The 'middle group' (806 respondents) gave a rating of 8 or 9; and
• The 'bottom group' (1,250 respondents) gave a rating between 1 and 7.

5.2. Reasons for Rating 10 Out of 10

1. The most common reasons for customers providing a rating of 10 out of 10 include:

• Smooth, prompt, and efficient application process;
• Communications being prompt, clear, and regular, despite Covid-19;
• Excellent service from officers, helpful and courteous; and,
• Encountering no issues or problems throughout their application.

2. As was the case in 2020, these customers complimented the speed of service, the general helpfulness and supportive staff members, and the clear and prompt communications throughout the application process. Many respondents were also pleased with the efficient process despite the effects of the pandemic. A number of respondents also indicated that though it was their first time through the process, it was easy to understand with clear directions.

"Very helpful as first time doing the process and they answered all my queries quickly and corrected me when I made mistakes." (Direct applicant)

"Very understanding of my unfamiliarity with the system and the ongoing pressures relating to the pandemic." (Direct applicant)

"Excellent communications and good dialogue/willingness to communicate/correspond via emails even through pandemic lockdowns when staff were obviously isolated and/or working in restricted numbers with high workload." (Agent)

5.3. Reasons for Rating 8 or 9 Out of 10

1. Most common reasons given for a rating of 8 or 9 out of 10:

• Generally, a good, efficient service, supported by prompt and pragmatic communications and guidance;
• Courteous, knowledgeable, and helpful staff; and
• No significant issues were encountered during the process.

2. Negative points generally indicated a desire for faster turnaround in the process or that there were delays in the process or in communication. Respondents generally acknowledged and appreciated that delays were likely due to Covid-19. Whilst a small number of respondents explicitly indicated they received a clear response to their query from the building standards service, a small minority mentioned problems with unclear or confusing information. Fewer than ten respondents indicated that the portal was confusing and cumbersome to navigate, especially when they were not used to it.

"The department communicated with me well during my application process, the staff were always pleasant and efficient." (Direct applicant)

"The process was slightly slow but appreciate Covid-19 may well have impacted the teams as it has in many other industries." (Direct applicant)

"While I believe the applications are dealt with in a timely manner, I have encountered problems with obtaining Completion Certificates as Officers cannot make site visits, which has been reasonable during the past months but not anymore. This causes delays in closing the process." (Agent)

5.4. Issues Raised by Respondents Providing Ratings of 1 to 7 Out of 10

1. The issues raised by respondents giving comparatively lower ratings are similar to previous years. These include "lengthy" timescales taken by local authorities to respond to customer requests and process applications; difficulties faced in being able to contact the building standards service; and apparent inconsistencies in the quality of service both within and between local authorities. A small number of respondents also noted they found the online portal difficult to use, noting it to be "clunky", "difficult to navigate", and "cumbersome" in some instances.

"Covid-19 has impacted service but communications are extremely poor with officers working at home and near impossible to get contact. Very frustrating for architects and builders." (Agent)

"The building standards services on the whole met our expectations but in some cases were rather slow in parts." (Direct applicant)

"The score could be improved if Building Standard Officers were more contactable by telephone or responded to emails quicker. I would however add that this comment does not apply to all officers." (Agent)

"The online form is not very easy to navigate around, however the officer/case officer helped out on many aspects not known to regular users." (Direct applicant & Agent)