Customer Satisfaction Survey

The Isle of Wight Council regularly undertakes customer satisfaction surveys in many formats.

A more formal approach is taken on a twice yearly basis through the Citizen’s Panel.
The Isle of Wight Council established the Citizen’s Panel in 2000 to provide an increased opportunity for consultation and participation in decision making and budget setting processes of the council.

The panel of 1,100 Island residents, which is demographically representative, is asked for views on key issues facing the council and in so doing provides policy and operational advice.

Citizen’s Panel surveys are conducted on average on a twice yearly basis and are planned to coincide with decision-making processes that are key to the council’s strategic planning and budgetary processes.

In addition to our internal measures all councils are also assessed independently via the Best Value User Satisfaction Survey under the direction of the Office of the Deputy Prime Minister.

The Best Value User Satisfaction Survey (BVPI) is a 3 yearly national mandatory survey based on questions set by the Office of the Deputy Prime Minister.

The survey is undertaken in order to assess the level of satisfaction with a variety of council services on the island, and compared nationally with all local authorities.

The results are supplied to the Office of the Deputy Prime Minister for national comparisons. The next survey is due in October/November 2009.