1. Prepared by: Linda Balodis, Account Manager 27 th March 2007 Because People Matter West Sussex County Council 2006 General User Satisfaction Survey Presentation

2. Introduction DCLG prescribed methodology –Questionnaire –Survey timing : September to December 2006 –Two reminders –Weighting to make the data representative –Additional action : prize draw Postal survey to 2,500 addresses 1,183 completed questionnaires returned (47% response rate) Similar surveys conducted in 2000 and 2003

3. (Q16 – BV3) Overall satisfaction with the way the authority runs things (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1112/1111 % Satisfied 2006: 52 2003: 52 2000: 67 CC av: 50

4. Not at allNot very muchTo some extentA great deal (Q28) How the council performs overall (valid responses only) Bases vary The council:

5. (Q21 – BV4) Satisfaction with complaints handling (complainants valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 172/170 % Satisfied 2006: 31 2003: 43 2000: 40 CC av: 34

6. Very dissatisfied Fairly satisfied Very satisfied (Q24) Satisfaction with aspects of service received (valid responses only) Bases vary Fairly dissatisfied Neither/ nor

7. (Q17) Overall, how well informed council keeps residents about the services and benefits it provides (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1021/1039 % Satisfied 2006: 45 2003: 58 2000: na

8. (QWSC1) How well informed residents feel about local affairs (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1091/1106

9. Not well informed at all Not very well informed Fairly well informed Very well informed (Q17) How well informed residents feel about specific issues (valid responses only) Bases vary

10. (Q6 – BV90c) Satisfaction with the local tip/HWRC overall (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 908/948 % Satisfied 2006: 82 2003: 82 2000: 72 CC av: 83

11. (Q7 – BV103) Satisfaction with the provision of public transport information overall (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 805/829 % Satisfied 2006: 48 2003: 36 2000: 38 CC av: 48

12. (Q9 – BV104) Satisfaction with the local bus service overall (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 835/865 % Satisfied 2006: 58 2003: 43 2000: 39 CC av: 54

13. (Q15 – BV119b) Satisfaction with libraries (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1123/1139 % Satisfied 2006: 80 2003: 77 2000: 80 CC av: 74

14. (Q14) Proportion satisfied with other services (users valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASES VARY 95% 2003 : na 64% 71% 84%

15. (Q3) Satisfaction with local area as a place to live (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1153/1154

16. (Q1) (Five) most important factors in making somewhere a good place to live (all respondents) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1183/1183

17. (Q2) (Five) factors that most need improving in West Sussex (all respondents) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1183/1183

18. (Q1/2) Comparison of important factors in making somewhere a good place to live vs factors that most need improving (all respondents) Sample bases vary Key strengths Key priorities Other strengths Other priorities

19. WorseStayed the same Better (QB1) Whether each aspect has got better or worse over the last three years (valid responses only) Bases vary

20. (Q5) Agreement that the local area is a place where people from different backgrounds get on well together (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 878/888

21. (QB7) Perceptions of safety when outside in the West Sussex County after dark (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1116/1131 % Satisfied 2006: 44 2003: 36 2000: na

22. (QB8) Perceptions of safety when outside in the West Sussex County during the day (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 1157/1160 * INDICATES % < 0.5 *% % Satisfied 2006: 86 2003: 79 2000: na

23. (Q25) Satisfaction with opportunities for participation in local decision-making (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 826/866

24. (Q26) Agreement that can influence decisions affecting the local area (valid responses only) UNWEIGHTED/WEIGHTED SAMPLE BASE = 894/922

25. BVPI indicators over time

26. BVPI indicators cf. national data

27. Because People Matter For further information please contact: Linda Balodis, Account Manager T : 0121-333-6006 M: 07968 828364 E : linda.balodis@bmgresearch.co.uk

28. Additional charts

29. Very dissatisfied Fairly satisfied Very satisfied (Q6) Satisfaction with aspects of the local tip/HWRC (valid responses only) Bases vary Fairly dissatisfied Neither/ nor

30. Very dissatisfied Fairly satisfied Very satisfied (Q7) Satisfaction with aspects of public transport information (users – valid responses only) Bases vary Fairly dissatisfied Neither/ nor

31. Very dissatisfied Fairly satisfied Very satisfied (Q9) Satisfaction with aspects of the local bus service (valid responses only) Bases vary Fairly dissatisfied Neither/ nor

32. Not a problem at all Not a very big problem A fairly big problem A very big problem (Q4) Extent to which anti-social behaviour is regarded as a problem (valid responses only) Bases vary