Prepared by:

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Bournemouth Borough Council 2006 General User
Satisfaction SurveyKey Findings
Prepared by Peter Davies Associate Account
Director
Because People Matter
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Contents
Methodology
Overall satisfaction with the way the runs things
The local area
Best Value Indicators
Key points
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Introduction and methodology

• DCLG prescribed methodology
• Questionnaire
• Survey timing October to December 2006
• Two reminders
• Weighting to make the data representative
• Postal survey to 3,750 addresses
• 34 response rate
• Similar surveys conducted in 2000 and 2003

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Overall satisfaction with the way the Council
runs things
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Proportion of residents satisfied with the way
the Council runs things (All providing a valid
response)
Top quartile
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Overall satisfaction

• Level of deprivation strong influences residents
  overall view of the Council. The more deprived an
  area is the more likely it is to receive lower
  satisfaction ratings Mori
• Bournemouth has an above average deprivation
  score and is therefore outperforming predicted
  expectation with an above average overall
  satisfaction rating

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Groups which are significantly more satisfied
than average
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Groups which are significantly more dissatisfied
than average
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Proportion of residents indicating that the way
the Council runs things has got better, worse or
stayed the same over the past 3 years (All
providing a valid response)
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Key variations in groups indicating the way the
Council runs things is better or worse
Better
Worse
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The local area
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Priorities for improvement (all respondents)
Critical areas for improvement
Calls for improvement
Maintain effort
Maintain strength
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Satisfaction with local area as a place to live
(All providing a valid response)
Top 10 Authorities
Top quartile
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Satisfied and dissatisfied with the local area
significant differences
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Extent to which anti-social behaviour represents
a problem in their local area (All providing a
valid response)
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Extent to which anti-social behaviour represents
a problem in local area - Wards where problems
are greatest
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Extent to which anti-social behaviour represents
a problem in their local area - Wards where
problems are greatest
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Extent to which anti-social behaviour represents
a problem in their local area - Wards where
problems are greatest
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Overall, how well informed council keeps
residents about the services and benefits it
provides (All providing a valid response)
Top quartile
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Well informed and not well informed significant
differences
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Those informed are more likely to be satisfied
overall with the Council
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Sources of information
Web variation by age
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Satisfaction with opportunities for participation
in local decision making

• Bournemouth 25
• Poole 31
• Dissatisfied, but would like more involvement
• 25 54 years olds
• Males
• Employed
• Non council tenants
• Owner occupiers

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25 of respondents are satisfied with
opportunities for participation in decision
making (Poole 31). But who would like to be more
involved?
Critical areas for improvement
Maintain strength
Calls for improvement
Maintain effort
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The Best Value Indicators
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The Best Value Indicators
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The environmental Best Value Indicators
variations in satisfaction
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The Best Value Indicators
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The cultural leisure Best Value Indicators
variations in satisfaction
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Summary points
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Key messages Bournemouth Council

• Overall satisfaction with the Council has
  increased
• One in four dissatisfied in some wards
• There is a need to reduce the proportion feeling
  the Council has got worse at running things
• Ensuring more residents are well informed will be
  key
• Have seen those informed feel satisfied
• Other issues to focus on
• Demonstrating value for money
• Being more engaging / personal

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Key messages Local areas

• Communication is also key for local areas
• To respond to a changing agenda
• To manage rising expectations
• To highlight positive changes
• To provide opportunities for involvement
• A continual process to ensure residents feel
  informed
• Need to tailor messages and channels to certain
  groups

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For further information, please contact Peter
Davies, Associate Account Director Tel No 0121
333 6006 peter.davies_at_bmgresearch.co.uk
Because People Matter