{"id":442,"date":"2022-05-20T09:25:44","date_gmt":"2022-05-20T08:25:44","guid":{"rendered":"https:\/\/blogs.gov.scot\/building-standards\/?p=442"},"modified":"2022-05-20T11:11:09","modified_gmt":"2022-05-20T10:11:09","slug":"new-national-customer-satisfaction-survey","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/building-standards\/2022\/05\/20\/new-national-customer-satisfaction-survey\/","title":{"rendered":"New national customer satisfaction survey"},"content":{"rendered":"<p>The new national customer satisfaction survey for building standards customers launched on the 1 April 2022.<\/p>\n<p>The survey enables customers of the building standards service to provide feedback on the customer service received.\u00a0 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.<\/p>\n<p>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.\u00a0 The most recent <a href=\"https:\/\/www.gov.scot\/publications\/national-customer-satisfaction-survey-support-building-standards-verification-performance-framework-2021-national-survey-findings\/\">national report<\/a> was published in December 2021.<\/p>\n<p><img decoding=\"async\" class=\"alignleft size-medium wp-image-298 lazyload\" data-src=\"https:\/\/blogs.gov.scot\/building-standards\/wp-content\/uploads\/sites\/51\/2020\/10\/CustomerSurvey-300x300.png\" alt=\"\" width=\"300\" height=\"300\" data-srcset=\"https:\/\/blogs.gov.scot\/building-standards\/wp-content\/uploads\/sites\/51\/2020\/10\/CustomerSurvey-300x300.png 300w, https:\/\/blogs.gov.scot\/building-standards\/wp-content\/uploads\/sites\/51\/2020\/10\/CustomerSurvey-150x150.png 150w, https:\/\/blogs.gov.scot\/building-standards\/wp-content\/uploads\/sites\/51\/2020\/10\/CustomerSurvey-420x420.png 420w, https:\/\/blogs.gov.scot\/building-standards\/wp-content\/uploads\/sites\/51\/2020\/10\/CustomerSurvey.png 500w\" data-sizes=\"(max-width: 300px) 100vw, 300px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 300px; --smush-placeholder-aspect-ratio: 300\/300;\" \/>The <a href=\"https:\/\/www.gov.scot\/publications\/future-model-evaluate-customer-experience-part-building-standards-verification-service\/\">Customer experience evaluation<\/a> research project recommended that a more dynamic, real-time, interactive survey was needed. \u00a0The new survey has been developed by Scottish Government in partnership with <a href=\"https:\/\/www.labss.org\/\">Local Authority Building Standards Scotland<\/a> and the <a href=\"https:\/\/www.improvementservice.org.uk\/\">Improvement Service<\/a>.<\/p>\n<p>The aim of the project was to reduce the time-lag in collecting feedback and assist local authorities to plan future service improvements.\u00a0 The end solution was the implementation of a new real-time survey and online dashboard which replaces the previous survey process.\u00a0 The new survey questions collectively present an overall customer rating.\u00a0 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.<\/p>\n<p>The new online survey dashboard is updated every 24 hours.\u00a0 This supports local authorities to analyse their customer feedback at a glance as soon as it\u2019s received, allowing them to prioritise continuous improvement actions.<\/p>\n<p>Building Standards services were able to operate throughout the pandemic with up to 99% of applications being received online via the <a href=\"https:\/\/www.ebuildingstandards.scot\/eBuildingStandardsClient\/default.aspx\">eBuildingStandards<\/a> portal.\u00a0 Services have continued to adapt and customer feedback is vital to measuring the impact of service improvements, particularly during periods of rapid change.<\/p>\n<p>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.\u00a0 This will allow building standards services to improve their customer focus and make sure they understand and respond to the customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The survey enables customers of the building standards service to provide feedback on the customer service received.\u00a0<\/p>\n","protected":false},"author":522,"featured_media":298,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,6],"tags":[],"class_list":["post-442","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-building-standards","category-procedures"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>New national customer satisfaction survey - Building Standards<\/title>\n<meta name=\"description\" content=\"The survey enables customers of the building standards service to provide feedback on the customer service received.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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