Planning Inspectorate Newsletter - Issue 3
The Planning Inspectorate CUSTOMER SATISFACTION SURVEY 2005/06
The Planning Inspectorate has commissioned an annual customer satisfaction survey covering all our main business areas since 2002. This year's survey (2005/06) covered a random sample of 4000 customers, and 1535 questionnaires were returned giving a response rate of 38%. The results from the survey show that the majority of respondents (67%) were satisfied or very satisfied with the Planning Inspectorate
(50% satisfied, 17% very satisfied). Overall satisfaction with the Planning Inspectorate has increased from 64% in 2004 to 67% in 2005.
Inspectorate staff have scored highly for courtesy (87% of respondents satisfied or very satisfied with the courtesy of staff) and helpfulness (79% of respondents satisfied or very satisfied with the helpfulness of staff) over the last four years' survey results. Other qualities (clarity of correspondence, speed of dealing with enquiries and phone calls) have also scored highly.
Inspectors' performance at inquiry was also rated highly. The Inspector was felt to have clearly outlined proceedings (94% agree), and to have been polite and courteous (93% agree). Over 80% of respondents agreed with all the aspects mentioned, including controlling the inquiry effectively (89%) while ensuring that the proceedings were not intimidating (82%).
The full survey report can be found on at : http://www.planning-inspectorate.gov.uk/pins/reports/customer_report_2005.pdf
David Halstead
Policy Unit
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