National Oversight and Audit Commission

Infographic Report 2020

NOAC Report No. 25 – September 2020

 NOAC Ipsos MRBI
National Oversight
and Audit Commission

Customer Satisfaction Survey 2020

Summary of Findings
Perception of Council interaction levels query handling

59% 55% 67% 57% 48% 41% 29% 57%

were satisfied with
how their query
are satisfied
overall with
agree their
local council
believe their
local council
agree their
local council
are well
informed by
agree their
local council
agree their
local council
36% have CONTACTED THEIR LOCAL COUNCIL
IN THE PAST 5 YEARS
was handled
36% were not satisfied

their local is doing a makes a positive promotes their local is open and provides good
council good job contribution to economic council transparent value for money
the quality of
life in the area
activity main METHOD OF interaction
60% 49% 18% 16% 10%
satisfaction with top important services

in person BY PHONE BY E-MAIL CO. COUNCILLOR Letter

75% 74% 65% 65% 64% 64% 39%

PLAYGROUNDS/ road road community/ promoting THE PROTECTING affordable
reasons for contact
PARKS/ safety maintenance SPORTS CENTRES interests of the THE ENVIRONMENT housing
OPEN SPACES community

21% 14%
technical details MOST IMPORTANT FACTORS FOR MAKING SOMEWHERE A GOOd PLACE TO LIVE 9% 8% 8%
survey conducted by
ipsos mrbi FOR NOAC 85% 59% 27% 26% 25% local authority planning applications
housing & developement
road
maintenance
road
safety
maintain/upgrade
derelict houses
1,045 interviews
completed
10 LOCAL AUTHORITIES*
sample of adults
aged 18+ WAGE LEVELS/ affordable COMMUNITY SHOPPING FACILITIES FOR
fieldwork: JOB PROSPECTS DECENT housing ACTIVITIES/
COMMUNITY SPIRIT
FACILITIES YOUNG CHILDREN
6% 6% 6% 5% 5%
feb-mar 2020
litter control affordable footpaths flooding/ motor tax
housing drainage
reasons <5% not shown

Ipsos MRBI, an independent research agency, conducted a face-to-face customer satisfaction survey amongst the general public on behalf of NOAC. Interviewing took place across 10 Local Authorities: *Carlow, Laois, Longford, Offaly,
Westmeath, Leitrim, Roscommon, Sligo, Cavan and Monaghan. Quota controls ensured that participants were representative of the Local Authority population by age, gender and social class.
 NOAC
National Oversight
and Audit Commission

Customer Satisfaction Survey 2019

Summary of Findings
AWARENESS interaction levels query handling

Perception of Council
84% have some knowledge of
their Local Council
51%
were satisfied with
how their query

58% 54% 63% 55% 41% 39% 30% 31% have CONTACTED THEIR LOCAL COUNCIL
IN THE PAST 5 YEARS
was handled
36% were not satisfied

are satisfied agree their believe their agree their are well agree their agree their
overall with local council local council local council informed by local council local council main METHOD OF interaction
their local is doing a makes a positive promotes their local is open and provides good
council good job contribution to
the quality of
economic
activity
council transparent value for money
67% 45% 17% 11% 10%
life in the area

satisfaction with top important services in person BY PHONE BY E-MAIL CO. COUNCILLOR Letter

reasons for contact

59% 69% 37% 76% 60% 63% 67%
road Road affordable PLAYGROUNDS/ PROTECTING litter Local Amenities
maintenance Safety housing PARKS/ THE ENVIRONMENT control & Leisure Areas
OPEN SPACES
25%
14% 9% 8% 8%
technical details MOST IMPORTANT FACTORS FOR MAKING SOMEWHERE A GOOd PLACE TO LIVE local authority planning applications road affordable footpaths
survey conducted by housing & developement maintenance housing
ipsos mrbi for noac 81% 55% 31% 31% 30%
1,144 interviews
completed
11 local authorities*
sample of adults
aged 18+ WAGE LEVELS/ affordable The level FACILITIES FOR SHOPPING 6% 6% 6% 6% 5%
fieldwork: JOB PROSPECTS DECENT housing of Traffic YOUNG CHILDREN FACILITIES
March 2019 Congestion litter control road maintain/upgrade PARKING flooding/
safety derelict houses drainage
reasons <5% not shown

Ipsos MRBI, an independent research agency, conducted a face-to-face customer satisfaction survey amongst the general public on behalf of NOAC. Interviewing took place across 11 Local Authorities: *Kilkenny, Louth, Wexford, Wicklow,
Clare, Cork City, Kerry, Waterford City and County, Galway City, Mayo and Donegal. Quota controls ensured that participants were representative of the Local Authority population by age, gender and social class.
 NOAC
National Oversight
and Audit Commission

Customer Satisfaction Survey 2018

Summary of Findings
AWARENESS interaction levels query handling

Perception of Council
84% have some knowledge of
their Local Council
52%
were satisfied with
how their query

53% 47% 59% 48% 38% 29% 27% 34% have CONTACTED THEIR LOCAL COUNCIL
IN THE PAST 5 YEARS
was handled
36% were not satisfied

are satisfied agree their believe their agree their are well agree their agree their
overall with local council local council local council informed by local council local council main METHOD OF interaction
their local is doing a makes a positive promotes their local is open and provides good
council good job contribution to
the quality of
economic
activity
council transparent value for money
56% 46% 20% 10% 9%
life in the area

satisfaction with top important services BY PHONE in person BY E-MAIL Letter CO. COUNCILLOR

reasons for contact

43% 25% 62% 54% 55% 54% 44%
road affordable PLAYGROUNDS/ road Local Amenities
& Leisure Areas
Footpaths promoting THE 19% 15% 11% 10% 8%
maintenance housing PARKS/ safety interests of the local planning affordable road footpaths
OPEN SPACES community authority applications & housing maintenance
housing developement

technical details MOST IMPORTANT FACTORS FOR MAKING SOMEWHERE A GOOd PLACE TO LIVE
survey conducted by
ipsos mrbi for noac 78% 52% 35% 34% 34% 8% 5% 5% 5% 5%
litter road flooding/ parking local amenities
1,030 interviews control safety drainage & leisure
completed areas
10 local authorities*
sample of adults
aged 18+ WAGE LEVELS/
JOB PROSPECTS
affordable
DECENT housing
SHOPPING
FACILITIES
The Level of Traffic
and Congestion
Parks and
Open Spaces
5% 5% 5%
fieldwork: Protecting Enforcement of Planning dog
March 2018 the & Environmental wardens reasons <5%
Environment Issues
not shown

Ipsos MRBI, an independent research agency, conducted a face-to-face customer satisfaction survey amongst the general public on behalf of NOAC. Interviewing took place across 10 Local Authorities: *Dublin City, Dun Laoghaire-
Rathdown, Fingal, South Dublin, Cork County, Limerick, Galway County, Kildare, Meath and Tipperary. Quota controls ensured that participants were representative of the Local Authority population by age, gender and social class.
 NOAC
National Oversight
and Audit Commission

Customer Satisfaction Survey 2018-2020

Summary of Findings

Perception of Council 2018-2020

technical details
survey conducted by
interaction levels query handling
ipsos mrbi FOR NOAC 2018

57%
67%
53% 58% 59%
54% 55% 59% 63%
55% 57% 3,219 interviews 52%
47% 48%
completed 2019

31 LOCAL AUTHORITIES* were satisfied 51%

36%
sample of adults have CONTACTED THEIR LOCAL COUNCIL with how their
2018 2019 2020 2018 2019 2020 2018 2019 2020 2018 2019 2020
aged 18+ IN THE PAST 5 YEARS query was handled
are satisfied overall with agree their local council believe their local council agree their local council 36% were not satisfied
their local council is doing a good job makes a positive contribution promotes economic activity fieldwork: 2018 2019 2018 2019
to the quality of life in the area March 2018/2019 34% 31%
feb-march 2020
36% 36%

48%
38% 41%
29%
39% 41%
27% 30% 29% main METHOD OF interaction
2018 2019 2020 2018 2019 2020 2018 2019 2020
60% 49% 18% 16% 10%
are well informed by agree their local council agree their local council 2018 2019 2018 2019 2018 2019 2018 2019 2018 2019

their local council is open and transparent provides good value for money 46% 67% 56% 45% 20% 17% 9% 11% 10% 10%

in person BY PHONE BY E-MAIL CO. COUNCILLOR Letter

satisfaction with top important services
reasons for contact
75% 74% 65% 65% 64% 64% 39%
PLAYGROUNDS/ road road community/ promoting THE PROTECTING affordable
PARKS/
OPEN SPACES
safety maintenance SPORTS CENTRES interests of the
community
THE ENVIRONMENT housing 21% 14% 9% 8% 8%
local planning road road maintain/upgrade
2019 76% 2019 69% 2019 59% 2019 65% 2019 58% 2019 60% 2019 37% authority applications & maintenance safety derelict houses
housing developement
2018 62% 2018 54% 2018 43% 2018 54% 2018 44% 2018 47% 2018 25% 2018 2019 2018 2019 2018 2019 2018 2019 2018 2019

19% 25% 15% 14% 10% 9% 5% 6% 4% 6%

MOST IMPORTANT FACTORS FOR MAKING SOMEWHERE A GOOd PLACE TO LIVE
85% 59% 27% 26% 25%
6% 6% 6% 5% 5%
litter affordable footpaths flooding/ motor
control housing drainage tax
WAGE LEVELS/ affordable DECENT COMMUNITY ACTIVITIES/ SHOPPING FACILITIES FACILITIES FOR YOUNG
JOB PROSPECTS housing COMMUNITY SPIRIT CHILDREN 2018 2019 2018 2019 2018 2019 2018 2019 2018 2019
8% 6% 11% 8% 8% 8% 5% 5% 3% -
2018 2019 2018 2019 2018 2019 2018 2019 2018 2019
78% 81% 52% 55% 22% 26% 35% 30% 29% 31% reasons <5% not shown

Ipsos MRBI, an independent research agency, conducted a face-to-face customer satisfaction survey amongst the general public on behalf of NOAC. Interviewing took place across 31 Local Authorities: *Kilkenny, Louth, Wexford, Wicklow, Clare,
Cork City, Kerry, Waterford City and County, Galway City, Mayo, Donegal, Carlow, Laois, Longford, Offaly, Westmeath, Leitrim, Roscommon, Sligo, Cavan, Monaghan, Dublin City, Dun Laoghaire-Rathdown, Fingal, South Dublin, Cork County,
Limerick, Galway County, Kildare, Meath and Tipperary. Quota controls ensured that participants were representative of the Local Authority population by age, gender and social class.