Scottish Household Survey 2020 - telephone survey: culture and heritage report

6. Satisfaction with Local Authority Cultural Services

This section presents the reported levels of satisfaction (including users and non-users of these services) for three different types of local authority cultural service (libraries, museums and galleries, theatres or concert halls).

Data on overall satisfaction for services is presented for protected and socio-economic characteristics, where respondents include both those who have used services and non-users. However, data for reporting user views is only published by gender and age.

Overall, 2020 data show that 47 per cent of adults were very or fairly satisfied with their local authority libraries, and 42 per cent were very or fairly satisfied with museums and galleries and with theatres or concert halls

Levels of satisfaction with local authority cultural services were considerably higher among those who had used the services asked about. 2020 data shows that around nine in ten adults were either very or fairly satisfied with each of the three services (between 89 per cent and 91 per cent).

6.1 Satisfaction with Local Authority Cultural Services by gender

When asked of both service users and non-users, notably more women (51 per cent) than men were very or fairly satisfied with library services (42 per cent). For museums and galleries and theatres or concert halls, satisfaction levels were broadly similar between women and men (Table 6.1a).

Percentage of adults, 2020 data

Table 6.1a: Satisfaction with local authority cultural services by gender

Adults	Women	Men	All
Libraries
Very/fairly satisfied	51	42	47
Neither satisfied or dissatisfied	9	11	10
Very/fairly dissatisfied	4	3	4
No opinion	36	44	40
Museums and galleries
Very/fairly satisfied	43	41	42
Neither satisfied or dissatisfied	10	11	11
Very/fairly dissatisfied	3	3	3
No opinion	44	45	44
Theatres or concert halls
Very/fairly satisfied	44	40	42
Neither satisfied or dissatisfied	10	12	11
Very/fairly dissatisfied	3	3	3
No opinion	44	46	45
Base	1,530	1,250	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) 'Gender identified in another way' and 'Refused' not included in table as all estimates for this sub-group are suppressed because of the small sample size.

Table 6.1b shows levels of satisfaction with local authority culture services amongst those adults who have used these services in the past year only. For service users, there was no significant difference between women and men for levels of satisfaction for the listed cultural services.

Percentage of adults, 2020 data

Table 6.1b: Satisfaction with local authority cultural services by gender; service users in the past 12 months only

Adults	Women	Men	All
Libraries
Very/fairly satisfied	87	94	90
Neither satisfied or dissatisfied	4	2	3
Very/fairly dissatisfied	5	4	4
No opinion	5	0	3
Base	250	170	420
Museums and galleries
Very/fairly satisfied	91	91	91
Neither satisfied or dissatisfied	3	4	3
Very/fairly dissatisfied	2	4	3
No opinion	3	1	2
Base	190	160	350
Theatres or concert halls
Very/fairly satisfied	89	88	89
Neither satisfied or dissatisfied	6	7	6
Very/fairly dissatisfied	2	0	1
No opinion	4	5	5
Base	140	120	250

Note:

1)Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) Estimates with base numbers close to 50 should also be treated with caution, as even though these estimates have been published, they are subject to high levels of sampling error and have a high degree of uncertainty around them.

3) Users are identified as those who have said they have used services within the last 12 months.

4) 'Gender identified in another way' and 'Refused' not included in table as all estimates for this sub-group are suppressed because of the small sample size.

6.2 Satisfaction with Local Authority Cultural Services by age

When asked of both service users and non-users, satisfaction levels were broadly similar between age groups for library services, museums and galleries and theatres or concert halls. However, compared to the average, adults aged between 60 and 74, were statistically more likely to be very or fairly satisfied with library services (52 per cent compared to 47 per cent) and theatres or concert halls (47 per cent compared to 42 per cent) (Table 6.2a).

Percentage of adults, 2020 data

Table 6.2a: Satisfaction with local authority cultural services by age

Adults	16 to 24	25 to 34	35 to 44	45 to 59	60 to 74	75 plus	All
Libraries
Very/fairly satisfied	40	41	50	46	52	49	47
Neither satisfied or dissatisfied	15	10	9	9	9	6	10
Very/fairly dissatisfied	5	2	6	4	3	3	4
No opinion	39	47	35	42	35	42	40
Base	110	250	310	720	1,010	400	2,790
Museums and galleries
Very/fairly satisfied	39	42	41	42	46	37	42
Neither satisfied or dissatisfied	13	9	13	11	11	8	11
Very/fairly dissatisfied	6	2	6	2	2	2	3
No opinion	42	48	41	45	41	52	44
Base	110	250	310	720	1,010	400	2,790
Theatres or concert halls
Very/fairly satisfied	41	41	39	41	47	39	42
Neither satisfied or dissatisfied	17	9	11	10	10	8	11
Very/fairly dissatisfied	1	1	5	4	2	1	3
No opinion	41	49	45	45	41	52	45
Base	110	250	310	720	1,010	400	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) Estimates with base numbers close to 50 should also be treated with caution, as even though these estimates have been published, they are subject to high levels of sampling error and have a high degree of uncertainty around them.

Table 6.2b shows levels of satisfaction with local authority culture services amongst age groups who have used these services in the past year only. These age groupings have been expanded to provide sample sizes that are sufficient enough to be reliable for publication and analysis. For service users, there was no significant difference between age groups for levels of satisfaction of the listed cultural services.

Percentage of adults, 2020 data

Table 6.2b: Satisfaction with local authority cultural services by age; service users in the past 12 months only

Adults	16 to 39	40 to 59	60 or over	All
Libraries
Very/fairly satisfied	86	91	92	90
Neither satisfied or dissatisfied	5	1	2	3
Very/fairly dissatisfied	3	6	4	4
No opinion	5	1	2	3
Base	80	130	220	420
Museums and galleries
Very/fairly satisfied	94	93	84	91
Neither satisfied or dissatisfied	0	4	8	3
Very/fairly dissatisfied	5	2	2	3
No opinion	1	1	6	2
Base	80	120	150	350
Theatres or concert halls
Very/fairly satisfied	84	95	88	89
Neither satisfied or dissatisfied	9	2	7	6
Very/fairly dissatisfied	0	3	0	1
No opinion	7	0	5	5
Base	60	80	110	250

Note:

1)Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) Estimates with base numbers close to 50 should also be treated with caution, as even though these estimates have been published, they are subject to high levels of sampling error and have a high degree of uncertainty around them.

3) Users are identified as those who have said they have used services within the last 12 months.

6.3 Satisfaction with Local Authority Cultural Services by highest level of qualification

When asked of both service users and non-users, satisfaction levels were broadly similar between adults with some form of qualification for library services, museums and galleries and theatres or concert halls. However, compared to the average, adults with no qualifications, were statistically less likely to be feel very or fairly satisfied with library services (37 per cent compared to 47 per cent), museums and galleries (22 per cent compared to 42 per cent) and theatres or concert halls (25 per cent compared to 42 per cent) (Table 6.3).

Table 6.3: Satisfaction with local authority cultural services by highest level of qualification

Percentage of adults, 2020 data

Adults	Degree or professional	HNC/HND or equivalent	Higher/A-level or equivalent	O/standard grade or equivalent	Other qualification	No qualification	All
Libraries
Very/fairly satisfied	49	50	44	46	50	37	47
Neither satisfied or dissatisfied	8	11	10	10	17	11	10
Very/fairly dissatisfied	4	3	7	2	0	2	4
No opinion	39	36	39	42	34	50	40
Base	1,170	330	420	370	100	380	2,790
Museums and galleries
Very/fairly satisfied	47	46	42	39	41	22	42
Neither satisfied or dissatisfied	9	16	8	12	26	11	11
Very/fairly dissatisfied	3	1	6	4	0	2	3
No opinion	41	38	44	46	33	65	44
Base	1,170	330	420	370	100	380	2,790
Theatres or concert halls
Very/fairly satisfied	46	46	44	39	37	25	42
Neither satisfied or dissatisfied	9	11	8	15	26	11	11
Very/fairly dissatisfied	3	2	3	2	1	2	3
No opinion	43	40	45	44	36	62	45
Base	1,170	330	420	370	100	380	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) 'Qualifications not known' responses have not been included in table as all estimates for this sub-group are suppressed because of the small sample size.

6.4 Satisfaction with Local Authority Cultural Services by SIMD

When asked of both service users and non-users, satisfaction levels were broadly similar between adults living in different areas of deprivation for library services, museums and galleries and theatres or concert halls.

50 per cent of adults living the 20 per cent least deprived areas were very or fairly satisfied with library services compared to 47 per cent of adults living in the 20 per cent most deprived areas. 47 per cent of adults living the 20 per cent least deprived areas were very or fairly satisfied with museums and galleries compared to 41 per cent of adults living in the 20 per cent most deprived areas. 45 per cent of adults living the 20 per cent least deprived areas were very or fairly satisfied with library services compared to 39 per cent of adults living in the 20 per cent most deprived areas (Table 6.4). However, none of these differences were found to be statistically significant.

Percentage of adults, 2020 data

Table 6.4: Satisfaction with local authority cultural services by SIMD

Adults	20% Most deprived	2	3	4	20% Least deprived	All
Libraries
Very/fairly satisfied	47	45	49	43	50	47
Neither satisfied or dissatisfied	8	12	10	9	10	10
Very/fairly dissatisfied	2	6	3	5	3	4
No opinion	42	38	38	43	37	40
Base	340	430	660	750	620	2,790
Museums and galleries
Very/fairly satisfied	41	39	40	41	47	42
Neither satisfied or dissatisfied	8	13	11	11	10	11
Very/fairly dissatisfied	1	4	3	5	3	3
No opinion	50	45	46	42	40	44
Base	340	430	660	750	620	2,790
Theatres or concert halls
Very/fairly satisfied	39	45	41	40	45	42
Neither satisfied or dissatisfied	8	13	10	13	9	11
Very/fairly dissatisfied	1	2	3	4	2	3
No opinion	51	40	46	43	44	45
Base	340	430	660	750	620	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

6.5 Satisfaction with Local Authority Cultural Services by net annual household income

When asked of both service users and non-users, satisfaction levels were broadly similar between adults with different levels of net annual household income for library services, museums and galleries and theatres or concert halls.

55 per cent of adults with net annual household income equal to or less than £10,000 were very or fairly satisfied with library services compared to 45 per cent of adults with incomes over £30,000. 40 per cent of adults with net annual household income equal to or less than £10,000 were very or fairly satisfied with museums and galleries compared to 42 per cent of adults with incomes over £30,000. 37 per cent of adults with net annual household income equal to or less than £10,000 were very or fairly satisfied with theatres or concert halls compared to 42 per cent of adults with incomes over £30,000 (Table 6.5). However, none of these differences were found to be statistically significant.

Percentage of adults, 2020 data

Table 6.5: Satisfaction with local authority cultural services by net annual household income

Adults	£0 - £10,000	£10,001 - £20,000	£20,001 - £30,000	Over £30,000	All
Libraries
Very/fairly satisfied	55	46	51	45	47
Neither satisfied or dissatisfied	7	9	9	10	10
Very/fairly dissatisfied	4	5	3	4	4
No opinion	34	40	37	41	40
Base	190	630	600	1,290	2,790
Museums and galleries
Very/fairly satisfied	40	38	46	42	42
Neither satisfied or dissatisfied	10	10	9	11	11
Very/fairly dissatisfied	2	4	2	4	3
No opinion	48	49	44	43	44
Base	190	630	600	1,290	2,790
Theatres or concert halls
Very/fairly satisfied	37	40	45	42	42
Neither satisfied or dissatisfied	9	10	9	11	11
Very/fairly dissatisfied	3	3	2	3	3
No opinion	51	47	44	44	45
Base	190	630	600	1,290	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) 'Unknown or low' incomes have been excluded from this table.

6.6 Satisfaction with Local Authority Cultural Services by disability

In the SHS, 'disability' is defined as the presence of any physical or mental health condition or illness that is expected to last 12 months or more, and that reduces the person's ability to carry out day-to-day activities.When asked of both service users and non-users, satisfaction levels were broadly similar between adults that reported having a disability and those that reported having no disability for library services, museums and galleries and theatres or concert halls (Table 6.6).

Percentage of adults, 2020 data

Table 6.6: Satisfaction with local authority cultural services by disability

Adults	Disabled	Non-disabled	All
Libraries
Very/fairly satisfied	45	47	47
Neither satisfied or dissatisfied	10	10	10
Very/fairly dissatisfied	4	4	4
No opinion	41	40	40
Base	720	2,060	2,790
Museums and galleries
Very/fairly satisfied	42	42	42
Neither satisfied or dissatisfied	11	11	11
Very/fairly dissatisfied	2	3	3
No opinion	44	44	44
Base	720	2,060	2,790
Theatres or concert halls
Very/fairly satisfied	40	42	42
Neither satisfied or dissatisfied	12	11	11
Very/fairly dissatisfied	3	3	3
No opinion	46	45	45
Base	720	2,060	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) A disability is defined in the SHS as a long-term limiting physical or mental health condition.

6.7 Satisfaction with Local Authority Cultural Services by ethnicity

When asked of both service users and non-users, satisfaction levels were broadly similar between adults of most ethnicities for library services, museums and galleries and theatres or concert halls (Table 6.7). However, compared to the average adults of 'White: Other' ethnicity were notably more likely to be very or fairly satisfied about museums and galleries and the least likely to offer no opinion.

Percentage of adults, 2020 data

Table 6.7: Satisfaction with local authority cultural services by ethnicity

Adults	White: Scottish	White: Other British	White: Other	Minority Ethnic Groups	All
Libraries
Very/fairly satisfied	46	47	49	52	47
Neither satisfied or dissatisfied	10	9	9	11	10
Very/fairly dissatisfied	3	4	7	2	4
No opinion	41	40	35	36	40
Base	2,100	490	120	70	2,790
Museums and galleries
Very/fairly satisfied	40	47	60	41	42
Neither satisfied or dissatisfied	11	10	7	12	11
Very/fairly dissatisfied	3	4	3	2	3
No opinion	46	39	30	45	44
Base	2,100	490	120	70	2,790
Theatres or concert halls
Very/fairly satisfied	41	46	49	38	42
Neither satisfied or dissatisfied	11	8	10	13	11
Very/fairly dissatisfied	3	3	3	2	3
No opinion	46	43	38	47	45
Base	2,100	490	120	70	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) Estimates with base numbers close to 50 should also be treated with caution, as even though these estimates have been published, they are subject to high levels of sampling error and have a high degree of uncertainty around them.

3) 'Don't know' and 'Refused' responses have not been included in table as all estimates for this sub-group are suppressed because of the small sample size.

6.8 Satisfaction with Local Authority Cultural Services by sexual orientation

When asked of both service users and non-users, satisfaction levels were broadly similar between adults of different sexual orientation for library services and theatres or concert halls (Table 6.8). However, for museums and galleries, adults that are gay, lesbian or bisexual are significantly more likely to be very or fairly satisfied than heterosexual / straight adults. Although, it is worth noting that heterosexual / straight adults are more likely to have no opinion compared to gay, lesbian or bisexual adults.

Table 6.8: Satisfaction with local authority cultural services by sexual orientation

Percentage of adults, 2020 data

Adults	Heterosexual / Straight	Gay, Lesbian or Bisexual	All
Libraries
Very/fairly satisfied	47	57	47
Neither satisfied or dissatisfied	10	2	10
Very/fairly dissatisfied	3	11	4
No opinion	40	30	40
Base	2,710	60	2,790
Museums and galleries
Very/fairly satisfied	41	60	42
Neither satisfied or dissatisfied	11	7	11
Very/fairly dissatisfied	3	5	3
No opinion	44	28	44
Base	2,710	60	2,790
Theatres or concert halls
Very/fairly satisfied	42	52	42
Neither satisfied or dissatisfied	11	9	11
Very/fairly dissatisfied	2	9	3
No opinion	45	29	45
Base	2,710	60	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) Estimates with base numbers close to 50 should also be treated with caution, as even though these estimates have been published, they are subject to high levels of sampling error and have a high degree of uncertainty around them.

3) 'Other' and 'Refused / prefer not to say' responses have not been included in table as all estimates for this sub-group are suppressed because of the small sample size.

6.9 Satisfaction with Local Authority Cultural Services by religion

When asked of both service users and non-users, satisfaction levels were broadly similar between adults of different religion for museums and galleries and theatres or concert halls (Table 6.9). However, for library services, adults of 'Church of Scotland' or 'Other religion' are significantly more likely to be very or fairly satisfied (both 52 per cent) compared to adults with no religion (43 per cent). Although, it is worth noting that adults with no religion were more likely to have no opinion than adults from these two religious groups.

Percentage of adults, 2020 data

Table 6.9: Satisfaction with local authority cultural services by religion

Adults	None	Church of Scotland	Roman Catholic	Other Christian	Another religion	All
Libraries
Very/fairly satisfied	43	52	47	52	57	47
Neither satisfied or dissatisfied	11	9	5	9	9	10
Very/fairly dissatisfied	3	4	8	3	2	4
No opinion	43	36	40	36	32	40
Base	1,360	740	300	320	60	2,790
Museums and galleries
Very/fairly satisfied	41	43	43	45	40	42
Neither satisfied or dissatisfied	12	11	7	11	12	11
Very/fairly dissatisfied	3	2	4	4	2	3
No opinion	45	44	46	41	45	44
Base	1,360	740	300	320	60	2,790
Theatres or concert halls
Very/fairly satisfied	40	44	42	46	47	42
Neither satisfied or dissatisfied	13	8	7	12	9	11
Very/fairly dissatisfied	2	3	6	2	2	3
No opinion	46	45	46	40	42	45
Base	1,360	740	300	320	60	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) Estimates with base numbers close to 50 should also be treated with caution, as even though these estimates have been published, they are subject to high levels of sampling error and have a high degree of uncertainty around them.

3) 'Other' and 'Refused / prefer not to say' responses have not been included in table as all estimates for this sub-group are suppressed because of the small sample size.

6.10 Satisfaction with Local Authority Cultural Services by marital status

When asked of both service users and non-users, satisfaction levels were broadly similar between adults of different marital status for museums and galleries and theatres or concert halls (Table 6.10). However, for library services, Widowed / Bereaved civil partner adults are significantly more likely to be very or fairly satisfied (52 per cent) compared to single adults (43 per cent).

Percentage of adults, 2020 data

Table 6.10: Satisfaction with local authority cultural services by marital status

Adults	Single	Married / Civil partnership	Divorced / Separated	Widowed / Bereaved civil partner	All
Libraries
Very/fairly satisfied	43	48	50	52	47
Neither satisfied or dissatisfied	10	10	11	6	10
Very/fairly dissatisfied	4	4	3	3	4
No opinion	43	39	36	39	40
Base	730	1,390	350	310	2,790
Museums and galleries
Very/fairly satisfied	40	43	43	42	42
Neither satisfied or dissatisfied	10	11	13	8	11
Very/fairly dissatisfied	5	3	2	2	3
No opinion	46	43	41	48	44
Base	730	1,390	350	310	2,790
Theatres or concert halls
Very/fairly satisfied	39	43	47	43	42
Neither satisfied or dissatisfied	11	11	10	7	11
Very/fairly dissatisfied	3	3	2	1	3
No opinion	47	44	41	48	45
Base	730	1,390	350	310	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

6.11 Satisfaction with Local Authority Cultural Services by economic status

When asked of both service users and non-users, satisfaction levels were broadly similar between adults of different economic status for library services, museums and galleries and theatres or concert halls (Table 6.11).

Percentage of adults, 2020 data

Table 6.11: Satisfaction with local authority cultural services by economic status

Adults	In employment	Permanently retired from work	Other	All
Libraries
Very/fairly satisfied	46	49	46	47
Neither satisfied or dissatisfied	11	8	9	10
Very/fairly dissatisfied	4	3	3	4
No opinion	39	39	43	40
Base	1,330	1,130	320	2,790
Museums and galleries
Very/fairly satisfied	43	41	38	42
Neither satisfied or dissatisfied	11	10	11	11
Very/fairly dissatisfied	4	2	2	3
No opinion	41	47	49	44
Base	1,330	1,130	320	2,790
Theatres or concert halls
Very/fairly satisfied	43	43	36	42
Neither satisfied or dissatisfied	11	9	13	11
Very/fairly dissatisfied	3	2	2	3
No opinion	43	47	49	45
Base	1,330	1,130	320	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.

2) 'Other' includes adults that are unemployed or inactive.

6.12 Satisfaction with Local Authority Cultural Services by two-fold Urban Rural Classification

When asked of both service users and non-users, satisfaction levels were broadly similar between adults living in urban areas and those living in rural areas for library services (Table 6.12). However, adults living in urban areas were notably more likely to be very or fairly satisfied with museums and galleries (43 per cent) compared to rural areas (35 per cent). Adults living in urban areas were also notably more likely to be very or fairly satisfied with theatres or concert halls (43 per cent) compared to rural areas (36 per cent).

Percentage of adults, 2020 data

Table 6.12: Satisfaction with local authority cultural services by two-fold Urban Rural Classification

Adults	Urban areas	Rural areas	All
Libraries
Very/fairly satisfied	47	46	47
Neither satisfied or dissatisfied	10	9	10
Very/fairly dissatisfied	4	4	4
No opinion	40	41	40
Base	2,020	770	2,790
Museums and galleries
Very/fairly satisfied	43	35	42
Neither satisfied or dissatisfied	11	12	11
Very/fairly dissatisfied	3	5	3
No opinion	43	49	44
Base	2,020	770	2,790
Theatres or concert halls
Very/fairly satisfied	43	36	42
Neither satisfied or dissatisfied	10	12	11
Very/fairly dissatisfied	3	2	3
No opinion	44	50	45
Base	2,020	770	2,790

Note:

1) Columns may not sum to 100 per cent and bases may not sum to total due to rounding.