This report assesses the effectiveness of the biennial Residents’ Survey and outlines an alternative approach to recording and analysing customer satisfaction.
One of the ways that the Council has previously gauged the level of resident satisfaction with our services is through a biennial Residents’ Survey, which has been running since 2000.
The introduction of systems thinking, using the Vanguard Method since 2013, has required a clear understanding of what matters to customers and their personal journeys. This combined with the rise of social media, which allows people to give detailed and timely feedback on services has brought into question the value of a lot of the top level satisfaction data that the Residents’ Survey provides.
This report proposes an alternative option for gathering useful data on resident satisfaction.
Decision type: Non-key
Decision status: Deleted
Decision due: 7 Dec 2015 by Executive
Lead member: Executive Member for Policy & Resources
Lead director: Director of Finance & Resources
Contact: Roy Brown Email: rbrown@fareham.gov.uk.