INTRODUCTION
During Winter 2000, Media 3, a local company, carried out a further survey on behalf of Gosport Borough Council. Current Members of the Residents' Panel were issued with this survey about satisfaction levels on a wide range of Council Services. To ensure adequate response more residents were randomly selected from the electoral role and were given the opportunity to join our Resident's Panel by completing this survey.
The survey was prescribed by Central Government and must be carried out every 3 years, within a specified framework, which includes some very precise guidance on aspects such as:
- Which questions must be asked
- The exact wording of questions
- The target population
- The sampling frame
- The sampling method
- Sample size and confidence levels
- Social sub group data collection
- The time of year for field work
- Calculating the final rating
- Confidentiality
- What results must be published.
A total of 1173 questionnaires were returned by the Panel.
This is the first year that Gosport Borough Council has had to carry out this survey so historic data does not exist to allow comparisons.
WHAT WILL BE DONE WITH THE RESULTS?
Some statutory best value performance indicators are based on this survey data and are shown in the Council's Best Value Performance Plan.
The Council will take all the results of the survey and use them, where possible, to help shape Council policy and to improve the services that it provides to the community.
ANALYSED RESULTS
Quantitative data
Comments:
- None of the results have been weighted
- All percentages have been rounded to whole numbers. This method occasionally creates a situation where the sum of the results does not equal 100%.
- Answers of 'I don't know', or unanswered questions are not counted as a valid response.
QUANTITATIVE DATA ANALYSIS
Detailed below are the questions which the Residents' Panel were asked and the results.
| Question | Very Satisfied or satisfied | Neither satisfied nor dissatisfied | Dissatisfied or very dissatisfied | No. of responses |
| The duty to keep relevant land clear of litter and refuse | | | | |
| How satisfied or dissatisfied are you that Gosport Borough Council has fulfilled its duty to keep this land clear of litter and refuse? | 79% | 8% | 13% | 1164 |
| Household waste collection - please indicate whether you are satisfied or dissatisfied with each of the following elements of the service which we provide | | | | |
| 1 The receptacle provided for your household waste overall | 88% | 5% | 7% | 1137 |
| 2 The place you are required to leave your waste for collection | 83% | 7% | 10% | 1153 |
| 3 The reliability of the waste collection | 95% | 3% | 2% | 1154 |
| 4 The level of street cleanliness/tidiness following the waste collection | 75% | 10% | 15% | 1161 |
| 5 The collection of bulky household waste | 56% | 33% | 11% | 892 |
| 6 The waste collection service | 87% | 9% | 4% | 1161 |
| Recycling facilities - please indicate whether you are satisfied or dissatisfied with each of the following elements of the service which we provide | | | | |
| 1 The accessibility of recycling facilities | 80% | 11% | 9% | 1123 |
| 2 The range of recyclables you are able to deposit at recycling facilities | 77% | 13% | 10% | 1122 |
| 3 The cleanliness and servicing of the site | 70% | 19% | 11% | 1118 |
| 4 The provision of recycling facilities overall | 73% | 15% | 12% | 1125 |
| Local authority's cultural and recreational activities - 1 How frequently, if at all, do you use the sports/leisure facilities? | | | | |
| Almost every day | 3% | | | 1141 |
| At least once a week | 16% | | | 1141 |
| About once a month | 10% | | | 1141 |
| Within the last six months | 13% | | | 1141 |
| Within the last year | 9% | | | 1141 |
| Longer ago | 17% | | | 1141 |
| Never used | 33% | | | 1141 |
| 2 How frequently, if at all, do you use the parks, open spaces, play areas and other community recreation facilities and activities? | | | | |
| Almost every day | 10% | | | 1154 |
| At least once a week | 23% | | | 1154 |
| About once a month | 15% | | | 1154 |
| Within the last six months | 15% | | | 1154 |
| Within the last year | 8% | | | 1154 |
| Longer ago | 9% | | | 1154 |
| Never used | 20% | | | 1154 |
| 3 Please indicate whether you are satisfied or dissatisfied with each of the services that we provide (please tick whether you have used them or not) | | | | |
| a. sports/leisure facilities | 58% | 34% | 8% | 1092 |
| b. parks, open spaces, play areas and other community recreation facilities and activities | 71% | 22% | 7% | 1114 |
| Satisfaction - dissatisfaction with some of the service departments overall How satisfied or dissatisfied are you with Gosport Borough Council's...(please tick this box if you or any other member of your household used a service from this department at any point in the last 12 months) | | | | |
| 1 Environmental services | 72% | 19% | 9% | 1118 |
| 2 Planning services(6% had used this service in the last 12 months) | 45% | 44% | 10% | 1067 |
| 3 Cultural and recreational services(8% had used this service in the last 12 months) | 65% | 29% | 6% | 1083 |
| 4 Housing services(3% had used this service in the last 12 months) | 35% | 58% | 7% | 1044 |
| Satisfaction - dissatisfaction with Gosport Borough Council as a whole | 78% | 16% | 7% | 1149 |
| Satisfaction - dissatisfaction with complaint handling 1 Have you contacted the authority with a complaint(s) over the past 12 months? | | | | |
| Yes | 25% | | | 1148 |
| No | 75% | | | |
| How satisfied or dissatisfied were you with the way in which your complaint(s) was (were) handled? | | | | |
| PEOPLE INFORMATION Are you male or female? | | | | |
| Male | 43% | | | 1169 |
| Female | 57% | | | 1169 |
| What was your age on your last birthday? | | | | |
| 18-30 | 10% | | | 1153 |
| 31-40 | 16% | | | 1153 |
| 41-50 | 19% | | | 1153 |
| 51-60 | 21% | | | 1153 |
| 61-70 | 17% | | | 1153 |
| 71-80 | 13% | | | 1153 |
| 81-90 | 4% | | | 1153 |
| 91-100 | 0% | | | 1153 |
| Which of these activities best describes what you are doing at present? | | | | |
| Employee in full time job (30hrs+) | 38% | | | 1151 |
| Employee in part time job (under 30 hours) | 14% | | | 1151 |
| Self employed full or part time | 5% | | | 1151 |
| On a Government supported training programme | 0% | | | 1151 |
| Full-time education at school, college or university | 1% | | | 1151 |
| Unemployed and available for work | 1% | | | 1151 |
| Permanently sick/disabled | 4% | | | 1151 |
| Wholly retired from work | 28% | | | 1151 |
| Looking after the home | 8% | | | 1151 |
| Do you have any long-standing illness, disability or infirmity? | | | | |
| Yes | 27% | | | 1138 |
| No | 73% | | | 1138 |
| If yes, does the illness or disability limit your activities in anyway? | | | | |
| Yes | 55% | | | 383 |
| No | 45% | | | 383 |
| To which of these groups do you consider you belong? | | | | |
| White British | 99% | | | 1165 |
| Irish | 0% | | | |
| Other White Background | 0% | | | |
| White and Black Caribbean | 0% | | | |
QUALITATIVE DATA
This refers to comments which people have made. This data cannot be analysed in the same way as the answers that require a 'tick the box' response so all qualitative comments have been taken and collated into themes as shown below.
FINDINGS FROM THE 'GENERAL COMMENTS' QUESTION
A total of 391 'other comments' were made and these have been collated into themes.
THEMES
The themes that people commented on most were;
| Cleansing | 54 people commented | 13.8% of comments |
| Recycling | 39 people commented | 10% of comments |
| Development | 31 people commented | 7.9% of comments |
| Access | 18 people commented | 4.6% of comments |
| Dog fouling | 18 people commented | 4.6% of comments |
It should be noted that questions on cleansing and recycling were included in the questionnaire and could therefore have prompted a comment on these themes.
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