Satisfaction with local authorities has been measured through the best value user satisfaction survey, which was undertaken by local authorities every three years from 2000-01 to 2006-07. The data from these surveys were collated and analysed by an external IT contractor on behalf of the Audit Commission and the Department. The latest general report is published on the DCLG website at:
http://www.communities.gov.uk/documents/localgovernment/pdf/324639
Latest data for individual authorities can be found on the Audit Commission website at
http://www.audit-commission.gov.uk/Performance/Downloads/2006_07UserSurveyBVPIswithDistricts.xls.
The satisfaction survey collects information on 13 attitudinal best value performance indicators. Overall satisfaction with each local authority is measured by best value performance indicator 3, and the averages for local authorities in England are as follows.
Percentage 2000-01 65 2003-04 55 2006-07 54
The Audit Commission assesses councils' performance through comprehensive performance assessment. It does not make separate assessments of customer service satisfaction with councils. In determining the overall CPA performance ratings and direction of travel statements of councils, the Audit Commission will take into consideration the results in the best value user satisfaction surveys, as well as other non-attitudinal evidence on performance.
Since the CPA (the performance management framework for councils in England) was introduced in 2002 councils throughout England have continued to significantly improve their overall performance, as the following table illustrates.
CPA 2002 results CPA 2003 results CPA 2004 results cpa 2005 results CPA 2006 results CPA 2007 results Number of single tier and county councils achieving excellent/good CPA rating1 76 82 101 n/a n/a n/a Percentage 51 55 67 Number of single tier and county councils achieving 3 or 4 star rating1 n/a n/a n/a 102 119 123 Percentage — — — 68 80 83 1 The Audit Commission introduced a new framework for CPA in single tier and county councils from 2005-08, CPA—‘The Harder Test’. This framework is a harder and different test to the framework used from 2002-04 and CPA categories were renamed from 2005 onwards to reflect this change.