Leeds City Council is firmly committed to carrying out market research and consultation proactively across all our services and functions. We believe that the best way of finding out what people think about a service is quite simply to ask them.
In recent years we have developed a coordinated approach to consultation, with forward planning, better sharing information across the council and with partners and stakeholders. We have made it a priority to take positive action from customer feedback and the results of any surveys we carry out.
Measuring customer satisfaction helps us to understand where and how to improve our services. This is important as we need to know which services our customers feel are successful and which may need a change of focus. One of the functions of the council’s Customer First Board is, amongst other things, to regularly review progress in these areas.
One of the main indicators of how the council is performing is the Best Value General Survey.
Best Value General Survey
Every three years, we carry out a major survey covering every aspect of the council’s services. This is called the Best Value General Survey and the next one is due in 2009.
Other indicators are the Annual Survey,which provides an internal benchmark for assessing year on year service delivery. We also consult via a citizen's panel which is surveyed for their views and opinions on a variety of broad based services and quality of life issues.