Planning Inspectorate Customer Satisfaction Monitor

London, UK

Project outline

Commissioned by the Planning Inspectorate to conduct a 5-year programme to monitor customer satisfaction and to identify areas for service improvements.

Contract value

£0.06m

Key features

• Focus groups
• In-depth interviewing
• Postal survey of 5000
• Research with “hard to reach” groups
• Questionnaire design
• Sample design
• Quantitative analysis
• Qualitative analysis
• Action planning
• Production of a final report available in the public domain

Skills utilised

• Social and Market Research

Project detail

The Planning Inspectorate (PINS) is an executive agency in the Office of the Deputy Prime Minister (ODPM).  They also work for the National Assembly for Wales (NAW).  The ODPM and the NAW are advised on the maintenance and enhancement of professional standards within PINS by the Advisory Panel on Standards (APOS), an independent body.

PINS have a range of customers, and these can include statutory agencies, local authorities, developers, landowners, pressure groups and the wider public (both as objectors to and supporters of planning proposals). 

PINS have carried out a number of surveys to cover procedural aspects of their work, and this has included a previous survey of customer experiences of planning appeals dealt with by hearings and inquiries.  In 2000-2001 PINS conducted a survey to assess customer satisfaction with their performance in handling development plan inquiries.  In 2001–2002, a customer satisfaction survey was commissioned on performance in handling Rights of Way Order cases. 

In 2002, PINS commissioned a Customer Satisfaction Survey, which covered all aspects of PINS business. This survey was to be the first of a three-year annual programme of customer surveys.

Ministers have given PINS a number of key objectives for the annual customer surveys, and one of these will form the overall aim of this project, namely to survey customer satisfaction with the Inspectorate’s performance and to act upon the results.

The objectives of the survey was to focus on the following areas of PINS business:

• Planning appeals under s78 of the Town and Country Planning Act 1990;
• Enforcement appeals under s174 of the Town and Country Planning Act;
• Development plans;
• Rights of Way Order cases;
• Advertisement appeals; and
• Call-in cases.

The survey would establish customer satisfaction with the process of contact with PINS in the above business areas, from any initial inquiry to PINS by letter/phone/e-mail through to attendance at inquiries or hearings and communications thereafter.  In addition, the survey would explore customer satisfaction and views on:

• Electronic working;
• The handling of complaints;
• PINS publications; and
• Welsh aspects of the business.

The specific objectives of the 3-year survey programme were as follows:

• To track satisfaction of the PINS services over the three-year period; and
• Recommend improvements to PINS services and to track the progress of these improvements. 

Our approach to the survey was based on using a combination of qualitative and quantitative research methods to meet the study objectives. Qualitative research through depth interviews and focus groups with customers took place in advance of the design of the surveys, and this information was used to inform the design of the survey questionnaires and to provide more detailed and in-depth information on customer requirements than is possible in a quantitative survey. 

The qualitative research involved a series of focus groups and in-depth interviews with customers.  These discussions were mainly guided by the issues that the interviewees wished to discuss, which encouraged a free exchange of ideas and issues, and which allowed respondents to tell us what they considered to be the most important areas they felt PINS need to address without prompting. 

The survey method was replicated every year to allow for year-on-year comparisons between the surveys. 

The main survey method was a postal questionnaire.  5000 customers sampled for inclusion in the survey initially received the following by post:

• A covering letter.  This requested co-operation in the survey, explaining the purpose of the survey, provided an assurance of confidentiality and gave a contact name for queries regarding the questionnaire and survey.   This was sent on PINS headed paper.
• Pre-paid envelope for return of the questionnaire to Faber Maunsell’s offices.
• Questionnaire.  There were two versions of the questionnaire; one for those involved in planning, enforcement and other types of appeals (the majority of PINS cases) and another covering other procedures such as adverts and call-ins.  Both questionnaires were produced in English and Welsh.   

A final report was produced which is available in the public domain at the following link:

Customer Satisfaction Survey 2004

In addition to the final report we have produced a detailed action plan for PINS recommending actions arising from the customer survey, the reasoning behind these actions and their implications where appropriate for future surveys.

For more information, please contact Jeremy Hardin.