The National Planning Improvement team has published the results of the first National Customer and Stakeholder Survey for all 34 planning authorities across Scotland, showing that just under half of all respondents were satisfied with the service provided.
The results showed that 46% of respondents were very satisfied or satisfied with the overall service provided by planning authorities, with 54% very unsatisfied or unsatisfied. At a time when public services are working with a reduced resource base and public confidence in them can be low, the figures did not come as a surprise.
The National Customer and Stakeholder Survey is part of the wider work being undertaken through the pilot National Planning Improvement Framework to gain a better understanding of the challenges faced in providing a high level of customer care and satisfaction with the service provided. The survey attracted over 600 responses covering every planning authority area in Scotland.
Commenting on the results, Craig McLaren, National Planning Improvement Champion, said: "The results, though sobering, are very useful. They provide us with intelligence and evidence that can help us to work with planning authorities to identify areas where we can make improvements. Many of the planning authorities we are working with have already set out what they will do to and have agreed actions on customer care in their improvement action plans."
The National Planning Improvement team will continue to undertake the survey annually and work with planning authorities to identify areas of improvement in customer care and engaging with stakeholders and communities.
Download the National Planning Improvement Customer and Stakeholder Survey Results.