Customer survey: SNH makes constructive contribution to planning system

The survey positively highlighted that:

• Overall satisfaction with the service provided by SNH is high;

• 9 out of 10 customers agree SNH’s approach to guidance and advice is constructive and customer focused;

• It is easy to contact the person in SNH they need to speak to.

However the survey highlighted that:

• Not all respondents had a clear understanding of SNH’s role in the planning system;

Susan Davies, SNH’s chief executive said: “This is an extremely positive piece of independent research. I am very pleased to hear that our customers value the advice and guidance we provide. Our staff have worked hard in recent years to improve the service they deliver. We remain committed to listening to our stakeholders and making further improvements as needed.”

Peter Hutchinson, SNH’s planning and renewables unit manager said: “This year’s results are extremely encouraging and demonstrate there is much we are doing well. There is always room for improvement, though, and this year we will be undertaking a new approach to building better working relationships. This will see our staff talking to our customers to understand more about their needs, and then tailoring our support so they can respond to the natural heritage issues that are important to them.”

“We have been surveying our customers since 2012. As budgets reduce and resources tighten respondents’ feedback becomes increasingly important in helping us to understand whether the changes we are making to our teams and our service are working.”