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Annual report 2006/2007 Performance and future targets - 2006 to 2007
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Each year, Audit Scotland publishes standards for a range of local authority services. These standards are called performance indicators.
We are committed to improving our services to you. The following information shows how we performed during 2006 - 2007. The first two performance indicators show how we are meeting our service pledges.
We are committed to improving our services to you. The following information shows how we performed during 2006 - 2007. The first two performance indicators show how we are meeting our service pledges.
Service pledge 1
We will inspect business premises as often as appropriate depending on the level of risk to the consumer.
Performance Indicator 1 | Target 2006 - 2007 | Achieved |
| High risk premises inspected | 100% | 100% |
| Medium risk premises inspected | 95% | 100% |
We continue to be 1st equal of all the Scottish Trading Standards services.
Service pledge 2
We will respond to requests for advice from businesses within 14 days.
Performance Indicator 2 | Target 2006 - 2007 | Achieved |
| Business advice requests completed within 14 days | 96% | 100% |
We exceeded our target and were ranked 1st equal of all the Scottish Trading Standards services.
Performance indicator 3 - Consumer complaints completed within 14 days
This indicator measures the percentage of requests for help from consumers which we completed within 14 days.
These requests are called 'consumer complaints' and are usually from a consumer who is having a dispute with a trader about their trading practices or the quality of goods or services they have bought.
Our target remained at 85% for 2006 - 2007. We experienced a dip in performance to 78.4% due to the impact of consumers reporting their complaints to Consumer Direct in the first instance. As a result our ranking fell from 5th to 13th of all Scottish Trading Standards services.
Customer and business satisfaction index results
Our customer satisfaction index score of 90.3% exceeded both the Scottish average of 89.9% and the average for Great Britain of 87.7%.
Our business satisfaction index score of 91.9% exceeded both the Scottish average of 90.9% and the average for Great Britain of 90.2%.
Performance targets for 2007 - 2008
For consumer complaints which we completed within 14 days, we have kept the target of 85%. However, the number of consumers who report their complaints to Consumer Direct in the first instance continues to grow.
Consumer Direct deal with the easy-to-resolve consumer complaints and pass the more difficult ones to us. These usually take longer to resolve. As a result we will review our targets each year to reflect this change in the way we deal with these complaints.
For business advice requests completed within 14 days we have raised our target from 95% to 96.5%.
We have continued to set our targets for the inspection of business premises as often as appropriate, depending on the level of risk to the consumer, at:
- 100% inspections to high risk business premises
- 95% inspections to medium risk business premises.
- customer and business satisfaction scores for all Trading Standards services in Great Britain can be obtained from the Department for Business Enterprise and Regulatory Reform (BERR)
- performance indicator results for all Scottish Trading Standards services can be obtained from Audit Scotland.
- email: ts.es@renfrewshire.gov.uk
- telephone: 0141 840 3184
- fax: 0141 842 5457
- call in or write to us at:
- Renfrewshire Council
Trading Standards
Environmental Services
Renfrewshire House
Cotton Street
Paisley
PA1 1UG
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