Service standards and service levels

As part of the Comprehensive Performance Assessment (CPA) framework the Trading Standards Service is required to Measure performance on a number of key issues. The first two are a measure Customer and Business Satisfaction with the level of service we provide. To be considered a high performing service a satisfaction index of more than 75% is required.

For the year ending 2007/8 our results were:

• Customer Satisfaction Index 93.1%

• Business Satisfaction Index 92.3%

   

Visits to premises that are assessed as being High Risk is the third measure we are required to report on for CPA. A week service would inspect less than 50% of High Risk premises, whereas an excellent would achieve 100%. For the year just gone we inspected all of our High Risk premises the first time the service has achieved that benchmark.

The fourth measure involves premises that when visited are Non Compliant, that is major infringements of Trading Standards legislation were detected. The Service has to report on the number of Non Compliant premises found and how many were complaint at the end of the year. An excellent service should have at least 95% of Compliant Premises. At the end of last year we achieved the following:

• High Risk 99.5% compliant
• Medium Risk 99.9% compliant
• Low Risk 100.0% compliant

One of our Service Standards is that we will respond to requests for advice and assistance within 5 working days. In 2006/7 we responded to 99.5% of the 2927 enquiries we received within five working days.