New national customer satisfaction survey
The new national customer satisfaction survey for building standards customers launched on the 1 April 2022.
The survey enables customers of the building standards service to provide feedback on the customer service received. This provides the 32 local authorities in Scotland with real-time customer feedback to support their continuous improvement and is used by the Scottish Government to monitor their performance.
Up until now the survey was carried out annually covering the preceding financial year and as a result, the feedback exercise collected information from customers up to a year and a half later. The most recent national report was published in December 2021.
The Customer experience evaluation research project recommended that a more dynamic, real-time, interactive survey was needed. The new survey has been developed by Scottish Government in partnership with Local Authority Building Standards Scotland and the Improvement Service.
The aim of the project was to reduce the time-lag in collecting feedback and assist local authorities to plan future service improvements. The end solution was the implementation of a new real-time survey and online dashboard which replaces the previous survey process. The new survey questions collectively present an overall customer rating. All local authorities are able to issue hyperlinks to their survey directly to their own customers and they can also promote via their website and social media channels.
The new online survey dashboard is updated every 24 hours. This supports local authorities to analyse their customer feedback at a glance as soon as it’s received, allowing them to prioritise continuous improvement actions.
Building Standards services were able to operate throughout the pandemic with up to 99% of applications being received online via the eBuildingStandards portal. Services have continued to adapt and customer feedback is vital to measuring the impact of service improvements, particularly during periods of rapid change.
We would encourage all building standards customers in Scotland to complete the new survey which is quick and easy to fill out and is kept anonymous. This will allow building standards services to improve their customer focus and make sure they understand and respond to the customer experience.