Case study · Residents and communities
Benchmarking resident satisfaction in Elmbridge
A representative resident survey used Local Government Association benchmarking questions to compare Elmbridge perceptions with the national picture.
AudienceElmbridge residents
Approach500 representative interviews
Value to Elmbridge Borough CouncilIndependent benchmarking of resident satisfaction against national data
The brief
- Elmbridge Borough Council wanted a representative resident survey that could be compared with national results.
- Enventure Research was commissioned to deliver the survey and produce an independent report.
The approach
- The questionnaire drew largely on Local Government Association ‘Are you being served?’ benchmarking questions.
- Experienced IQCS-trained interviewers worked predominantly by telephone, with face-to-face interviewing used later to balance quotas.
- Quotas covered age, gender, ethnicity, and area.
The outcome
- A representative sample of 500 residents was achieved.
- The detailed report included headline findings, commentary, subgroup analysis, and comparisons with LGA data.
- The Council gained evidence on resident satisfaction and its position relative to other local authorities.