Measuring satisfaction with services in Derby City


Derby City Council has carried out regular satisfaction surveys with Derby residents for over ten years. The research is important in helping the council to understand resident’s views on Council services, and in identifying key areas for improvement. The research also helps to measure and evaluate the impact of improvements to services and the city that have already happened. M·E·L Research was commissioned to undertake the 2011 Derby City Council Satisfaction Survey, with fieldwork taking place during November and December 2011.


A face-to-face methodology was selected to ensure a robust and representative method of data collection and 1,004 interviews were completed during November and December across the city. The sample was designed in order to provide accurate results at ward level, and the total number of interviews completed per ward calculated to be proportional of the population living there. A set of quotas was developed based on age and gender that were then interlocked by ward. The intricate nature of the sample design eliminated the need for any weighting during the analysis.


Overall, the results from the survey indicated an improvement in satisfaction with services over time. Residents were also positive about the improvements the Council is making to the city through regeneration and improving the place as somewhere to live, work and visit. The results also found that Council employees are an asset to the City Council as respondents were very much in agreement that the Council has staff that are friendly and polite.