Council performance and customer satisfaction

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What is measured?

Indicator (A) details the percentage stating customer service received from the council was good or very good in last 12 months.

Indicator (B) shows the percentage of user satisfaction with museums and art galleries in Renfrewshire.

Indicator (C) details the percentage of schools and nurseries in Renfrewshire that have been reviewed or inspected that achieved a positive report across all indicators.

Indicator (D) details the percentage of users satisfied with libraries in Renfrewshire.

Indicator (E) shows the percentage of users satisfied with the domestic noise complaints service.

Indicator (F) shows the number of successful sanctions administered by the Benefit Investigative Team per month.

How are we doing?

Our performance for council performance and satisfaction has declined between 2009/2010 and 2010/2011.

Local Performance Indicator (A): Percentage stating customer service received from the council was good or very good in last 12 months

2010/2011	n/a
2009/2010	80%
2008/2009	77%
Council target for 2011/2012	n/a
Trend	n/a

The 2010/2011 value will not be available until the winter of 2011.

Local Performance Indicator (B): Percentage of user satisfaction with museums and art galleries in Renfrewshire

2010/2011	92%
2009/2010	100%
2008/2009	71%
Council target for 2011/2012	85%
Trend

92% of users surveyed in 2010/2011 stated that they were satisfied with museums and art galleries in Renfrewshire.

Local Performance Indicator (C): Percentage of schools and nurseries in Renfrewshire that have been reviewed or inspected that achieved a positive report across all indicators

2010/2011	94%
2009/2010	95%
2008/2009	95%
Council target for 2011/2012	100%
Trend

The percentage of schools & nurseries that have been reviewed or inspected that achieved a positive report across all indicators was slightly lower in 2010/2011 than in 2009/2010 and 2008/2009.

Local Performance Indicator (D): Percentage of users very satisfied with libraries

2010/2011	99.4%
2009/2010	98.5%
2008/2009	99%
Council target for 2011/2012	99%
Trend

The percentage of users satisfied with libraries in Renfrewshire was higher in 2010/2011 than in 2009/2010 and 2008/2009.

Informal comment and feedback has resulted in improvements to the library online catalogue such as simplified instructions for users and additional links to authors’ websites. Further improvements in these areas are ongoing.

Local Performance Indicator (E): Percentage of users satisfied with the domestic noise complaints service

2010/2011	n/a
2009/2010	87%
2008/2009	n/a
Council target for 2011/2012	95%
Trend	n/a

Local Performance Indicator (F): Number of successful sanctions administered by the Benefit Investigative Team per month

2010/2011	112
2009/2010	123
2008/2009	n/a
Council target for 2011/2012	n/a
Trend

The number of successful sanctions administered by the Benefit Investigative Team in 2010/2011 was lower than in 2009/2010.

What factors influenced our performance?

Local Performance Indicator (B): Customer consultation indicates that the scope and variety of the exhibition and activities programme, as well as the state of repair of some areas of the museums, are the main factors affecting service performance.

Local Performance Indicator (D): The service gathers views from a sample of users to ensure that all opinions are taken into account. It does this by carrying out online surveys, paper based surveys and focus groups. This allows the service to respond positively to users who may not be completely satisfied with the service.

What are we doing to improve our performance?

Local Performance Indicator (B): The service will use customer feedback to inform future exhibition programming and the development of the customer experience in order to increase the 'very good' rating.

Local Performance Indicator (D): The service is currently consulting with users, and also, non library users and will continue to do this in a variety of ways to ensure that the opinions of the public can be used to make the service more relevant to their needs.