Business Satisfaction Survey Results 2007/2008

Overall Results

• Sent Out - 330
• Received - 32
• % Received - 10%

1. How satisfied were you with our overall level of service?

The following chart shows how satisfied respondees were with our over all level of service as follows:

• Very Satisfied:
  2007-2008 - 59%
  2006-2007 - 52%
• Fairly Satisfied:
  2007-2008 - 34%
  2006-2007 - 42%
• Fairly Dissatisfied:
  2007-2008 - 3%
  2006-2007 - 4%
• Very Dissatisfied:
  2007-2008 - 3%
• 2006-2007 - 0%
• Don't Know:
  2007-2008 - 0%
  2006-2007 - 1%

2. Did we give you information/advice that was easy to understand?

The following chart shows the percentage of respondees who thought the information/advice given was easy to understand as follows:

• Very Easy:
  2007-2008 - 52%
  2006-2007 - 42%
• Fairly Easy:
  2007-2008 - 42%
  2006-2007 - 47%
• Fairly Difficult:
  2007-2008 - 0%
  2006-2007 - 4%
• Very Difficult:
  2007-2008 - 3%
  2006-2007 - 4%
• Don't Know:
  2007-2008 - 3%
  2006-2007 - 4%

3. How informative di you find our staff?

The following chart shows how informative respondees found our staff to be, as follows:

• Very Informative:
  2007-2008 - 69%
  2006-2007 - 56%
• Fairly Informative:
  2007-2008 - 25 %
  2006-2007 - 40%
• Fairly Uninformative:
  2007-2008 - 0%
  2006-2007 - 2%
• Very Uninformative:
  2007-2008 - 6%
  2006-2007 - 0%
• Don't Know:
  2007-2008 - 0%
  2006-2007 - 2%

4. Did we treat you fairly at all times?

The following chart shows the percentage of respondees who feel they were treated fairly at all times as follows:

• Yes:
  2007-2008 - 94%
  2006-2007 - 86%

• No:
  2007-2008 - 3%
  2006-2007 - 9%

• Don't Know:
  2007-2008 - 3%
  2006-2007 - 5%

5. Were our officers polite and courteous at all times?

The following chart shows the percentage of respondees who feel our officers were polite and courteous at all times as follows:

• Yes:
  2007-2008 - 94%
  2006-2007 - 89%

• No:
  2007-2008 - 3%
  2006-2007 - 7%

• Don't Know:
  2007-2008 - 3%
  2006-2007 - 4%

6. How easy was it to make initial contact with us?

The following chart shows the percentage of respondees who thought it was easy to make inital contact with us, as follows:

• Very Easy:
  2007-2008 - 43%
  2006-2007 - 46%
• Fairly Easy:
  2007-2008 - 43%
  2006-2007 - 33%
• Fairly Difficult:
  2007-2008 - 0%
  2006-2007 - 6%
• Very Difficult:
  2007-2008 - 3%
  2006-2007 - 0%
• Don't Know:
  2007-2008 - 10%
  2006-2007 - 15%

7. Did you know it is possible to complain about Council services, including Trading Standards, through out service complaints procedure?

The following chart shows the percentage of respondees who knew it was possible o complain via our service complaints procedure, as follows:

• Yes:
  2007-2008 - 55%
  2006-2007 - 47%
• No:
  2007-2008 - 42%
  2006-2007 - 43%
• Don't Know:
  2007-2008 - 1%
  2006-2007 - 10%

8a. If we said that your business was not meeting its legal requirements: Did we make it clear to you what you needed to do to meet the legal requirements?

The following chart shows the percentage of respondees to whom we made it clear what they needed to do to meet legal requirements, as follows:

• Yes:
  2007-2008 - 74%
  2006-2007 - 85%
• No:
  2007-2008 - 21%
  2006-2007 - 0%
• Don't Know:
  2007-2008 - 5%
  2006-2007 - 15%

8b. If we said that your business was not meeting its legal requirements: Was our response to this problem fair/reasonable?

The following chart shows the percentage of respondees who felt our response to their business not meeting legal requirements was fair/reasonable, as follows:

• Yes:
  2007-2008 - 71%
  2006-2007 - 74%
• No:
  2007-2008 - 14%
  2006-2007 - 3%
• Don't Know:
  2007-2008 - 14%
  2006-2007 - 23%

9. If we have been in touch with your business on more than one occassion, have you been treated consistently on different occassions?

The following chart shows the percentage of respondees who felt have been treated consistently on different occassions, as follows:

• Yes:
  2007-2008 - 77%
  2006-2007 - 83%
• No:
  2007-2008 - 5%
  2006-2007 - 2%
• Don't Know:
  2007-2008 - 18%
  2006-2007 - 15%

10. Where you aware of the Trading Standards service before you had contact with us?

The following chart shows the percentage of respondees who where aware of the Trading Standards service before you having contact with us, as follows:

• Yes:
  2007-2008 - 81%
  2006-2007 - 81%
• No:
  2007-2008 - 19%
  2006-2007 - 12%
• Don't Know:
  2007-2008 - 0%
  2006-2007 - 0%

Comments

• 5 - What on earth has anyone’s ethnic background got to do with a survey on a service provided by Durham County Council?
• 9 - Trading Standards people need to push. We had complain (sic) nobody came out to sort things out. After waiting 3 months we had to go to solicitors. This was very disappointed (sic).
• 12 - I think this is a waste of time and effort and money and paper.
• 17 - I have never had any back up contact ever.
• 21 - I’ve been working on my own now for seven years and 10 months and only had two calls from you through a minor job. Apart from that everything ok. And sometimes person you work for are not always right you know. But I know the customer is supposed to be right all times so thank you.
• 23 - The main source of household waste are supermarkets. They should pay for removal of household waste! Not us.
• 30 - It is reassuring to find that this service is there to help small businesses, not just customers.

Diversity

White

British - 27
Irish - 0

Any other white background

Welsh - 0
English - 12
Scottish - 1
Mixed - 0
White and black background - 0
White and Black Caribbean - 0
White and Black African - 0
White and Asian - 0

Any other mixed background

Asian or Asian British - 0
Indian - 1
Pakistani - 0
Bangladeshi - 0

Any other Aisan background

Black or Black British - 0
Caribbean - 0
African - 0

Any other Black background

Chinese or Other Ethnic Group - 0
Chinese - 0
Any Other - 0

Gender

Female - 11
Male - 18

Age

Under 18 - 0
18 to 34 - 3
35 to 54 - 21
55 or over - 7

Disability

Yes - 0
No - 30