Kingston upon Thames ‘All-in-One’ residents survey

River side view of Kingston upon Thames

The Royal Borough of Kingston upon Thames (RBK) commissioned Qa to undertake a borough-wide consultation, to find out what the Council does well, what it could do better and what their priorities should be for the future. The results of the research would inform the Council’s budget and service planning for the next three years.

Undertaking the research

The All in One survey was of considerable scope; it primarily comprised a borough-wide postal survey of residents, in which a questionnaire was sent to every one of the 65,000 households in Kingston. In addition, there were supporting online and face-to-face elements as well as a survey of non-residents. An eight page self-completion survey was designed in partnership by Qa and RBK. In addition to the postal element, an online survey was run in parallel that gave residents the option to complete the consultation online.

In order to target hard-to-reach groups, such as young people and those from BME backgrounds, a series of face-to-face booster shifts took place that specifically targeted these groups.

The data was used to produce two reports; one a summary report detailing the findings of the survey at a top-line level, and the other a comprehensive full report with extensive subgroup analysis and conclusions. Data tables were also provided to RBK so they could present the findings in a series of roadshows.

Key Findings

The survey received a record level of completions by residents with just under 10,000 responses being sent back to Qa.

The Council was delighted with the high level of survey returns and has since been nominated for a Public Sector Communications Awards 2015 in the ‘Integrated Communications Campaign of the Year’ category.

The results of the survey also helped to influence Council policy and led to the scrapping of plans to install additional speed cameras and a freeze in council tax.

What the client said about the research

Deputy Leader, Councillor Gaj Wallooppillai, said:

“I am proud to say that the All in One survey received three times more responses than any other survey ever conducted by the Council, which is phenomenal. Such detailed, resident-generated data and views on what the Council does well, what it could do better and what our priorities should be for the future, helps us to ensure we can deliver services that meet residents’ needs and expectations.”


For more information about this study and other residents surveys that we undertake contact or call 01904 632039