What you told us
We are committed to delivering high quality services to the public and being accountable for our performance. One way that this is achieved is through an annual public performance survey.
The survey is carried out in May and June each year and is now sent to our Citizens’ Panel. The Panel consists of over 2,600 people and is designed to be representative of the adult population. The Panel enables us to consult communities about our performance.
We conduct an annual performance and attitudes survey of our citizens. The intention of this is to listen to, and take account of the views of our communities. We use this feedback to improve performance.
The survey gathers information on:
- The Council qualities that people value
- Community Life which includes attitudes to, for example, community safety
- Satisfaction with council services
- Experiences using our online and customer services
- Involved communities
- and much more
Important qualities for the council
When asked for views on which of 15 qualities are the most important for the council to display, the top five in 2018 were:
- Maintains good quality local services
- Provides value for money
- Listens to local people
- Is efficient
- Is aware of people's needs
In 2018, 96.2 per cent of respondents rated their neighbourhood or community as a very or fairly safe place to live. There has been an increase to 42.3 per cent for those who are "very" or "slightly" worried about being a victim of crime (in general).
For the questions about the Gaelic language, 75 per cent of respondents said we have strengthened the profile of the Gaelic language.
Satisfaction with council services
63 per cent of respondents were satisfied overall with Council Services and this score is lower than last year (73%). Participants were also asked if they were more or less satisfied with our services than they were last year. 59.8 per cent of participants stated that their level of satisfaction had increased or remained about the same.
Participants were asked whether we had exceeded their expectations. In 2018, 8 per cent said that the Council either greatly or slightly exceeded their expectations, 49 per cent stated that the Council is about what they expect, and 43 per cent stated that the Council falls slightly or a long was short of their expectations.
Respondents were also asked which services they considered to be the most important.
The top ten services in terms of the public’s perception are:
- Roads repairs and potholes - 70 per cent
- Winter road maintenance - 49 per cent
- Primary education - 25 per cent
- Refuse and bin collection - 24 per cent
- Public parks and other open spaces - 24 per cent
- Secondary education - 20 per cent
- Swimming pools - 15 per cent
- Care at home services - 15 per cent
- Pavement maintenance - 15 per cent
- Recycling facilities - 14 per cent
Experiences using our online and customer services
Citizens Panel members who had made contact with us during the 12 month period preceding the 2018 survey were asked to rate the service they had received on a number of aspects including helpfulness of staff, waiting times, and satisfaction with service given.
For respondents who had made a complaint to us in the last 12 months, 23 per cent were "very" or "fairly" satisfied with how they were handled, a decrease from 25 per cent for 2017.
When asked, people in Highland tend to classify their communities as geographically, such as "my village" (42 per cent), "my street/ immediate neighbourhood" (40 per cent), "Highland" (40 per cent), or "My town" (39 per cent).
The levels of volunteering continue to remain high, with 37 per cent volunteering through an organised group or club.
Over half (51 per cent) of the people completing the survey stated that they want to be "fairly" or "very" involved in decision making in their local area. There was also an appetite to be involved in particpatory budgeting:
- 66 per cent stating they would like to be involved by putting forward ideas for new projects, and
- 83 per cent by choosing the projects they like the most.
Of those questioned, 72 per cent were either "very" or "fairly" interested in taking part in community discussions about how local services are provided and making choices within our budget limits.