All departments undertake consultations on their particular services but corporately we consult in the following ways:
Residents Survey
Each year Bury Council commissions a residents survey to help monitor public satisfaction. The survey is based on a questionnaire that is distributed to a random sample of people living within the Borough of Bury. Residents are asked to give their opinions about various aspects of life in Bury and are also asked how satisfied they are with the services provided by the Council.
It is also a requirement of Best Value to conduct a residents survey every three years. These surveys have set questions and take place simultaneously in each of the Metropolitan Boroughs of Greater Manchester. The latest survey of thsi sort took part in 2006, and the results can be found below.
Summary reports of the most recent Resident Surveys can be accessed below:
Residents Survey 2004 - summary (11 pages, 74kb, pdf)
Employee Survey
We carry out an employee survey at least every 3 years. The purpose of the survey is to provide employees with an opportunity to tell us how you feel about your job, the working environment etc. The latest employee survey was carried out in October 2006. ORC international carried out the survey on our behalf and the full results can be viewed at the following link. Departmental reports can be requested from research@bury.gov.uk
Mystery Shopping
We also monitor responses to customers by undertaking Mystery Shopping exercises. This is where external mystery shoppers are given set scenarios and asked to contact Bury MBC in order to experience services from the users' perspective and to ensure consistency in our customer contact approach. They can ring, email or write to us with these scenarios and monitor our responses to them. Mystery Shopping provides the Council with invaluable first hand feedback of how services are delivered and experienced by the customer.
We will use mystery shoppers when we are:
- seeking to understand service users' perceptions and behaviour,
- setting service standards,
- checking that services are being maintained and delivered consistently,
- measuring service performance.
The following reports on Mystery Shopping exercises are available:
Mystery Shopping Results 2004 - summary (21 pages, 289kb, pdf)
Mystery Shopping Comparison of Results 2003-2004 (26 pages, 757kb, pdf)
The next Mystery Shopping exercise will take place in November 2007. Results will be available to view in late January 2008.
If you experience any problems accessing any information on this web page, please contact research@bury.gov.uk and we will endeavour to provide the information in an appropriate format.
