Life Satisfaction Trust and Services

Social
Research
Institute
Life satisfaction, trust and services the importance of place

Bobby Duffy
MORI Social Research Institute
Contact: 020 7347 3000
bobby.duffy@ipsos-mori.com
Introduction
Where people live influences views
Obvious but underplayed?
Eg national targets/judgements taking no account of local
conditions
Look at
ratings of services
satisfaction with area
life satisfaction
trust in others
2
Frontiers of performance
it is much
not all good
news
Buthow
is about
where you live?
Satisfaction with Individual Councils

Modelling satisfaction - why varies and what can expect
individual authorities to achieve

One of the strongest is levels of deprivation in the area
(IMD)
More powerful than communications, or service delivery
But also ethnic diversity
Satisfaction with council versus deprivation score

Net satisfaction with Council (+%)
80
Vale of White Horse
Correlation -0.65
70
60
Sunderland
Gateshead
50
40
30
Camden
20
Harlow
10
Birmingham
Brent Oldham
Manchester
0
5
Base: All
10
15
20
25
30
35
40
45
50
55
60
Deprivation Score (IMD 2000)

5
Ethnic diversity as important as deprivation

Satisfaction with Council (BVPI)
80
60
40
20
2
R = 0.3995
0
0.0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
-20
-40
Extent of ethnic diversity

6
and more important in views of housing

Satisfaction with Housing - BVPI data
40
30
20
10
0
0.0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
-10
2
R = 0.5786
-20
-30
-40
2001 Ethnic Diversity

7
MORI Frontiers Analysis

80
% Satisfied with Council
70
Likely frontier of satisfaction
60
50
40
Weak
30
Average
20
10
0
0
20
40
60
80
Deprivation and Ethnicity
Views of landlord But it is not all

good
news
deprivation
and
diversity
seen in regional
variations?
Satisfaction with landlord RSL tenants

+% net satisfaction with landlord
All
North East
South East
Yorks & Humberside
Eastern
East Midlands
South West
North West
West Midlands
Merseyside
Greater London
Base: c10,000 RSL tenants survey 2000
66%
77%
73%
72%
71%
71%
69%
68%
64%
63%
56%
10
Drivers of attitudes to landlord

On-going study for Housing Corporation backs up role of
deprivation and ethnic diversity

Range of factors influence satisfaction beyond control of
landlord
age
household composition
length of residence
level of deprivation
level of ethnic diversity
dwelling type
region
11
Similar patterns on
But it is not all good news
satisfaction with area
up to a point
12
Satisfaction with area versus IMD

Net satisfaction with area (+%)
Suff Coastal
Mid Suff
90
Correlation -0.77
Surrey
Heath
70
Gateshead
Sandwell
Rushmoor
Manchester
50
Tendring
30
0
10
15
20
25
30
35
40
45
50
55
60

Source: MORI database of local authority surveys
13
Satisfaction with area RSL tenants

+% net satisfaction with area
All
South East
South West
West Midlands
Greater London
Yorks & Humberside
Eastern
North West
North East
East Midlands
Merseyside
Base: c10,000 RSL tenants survey 2000
63%
74%
70%
63%
60%
59%
59%
57%
56%
53%
50%
14
Satisfaction with area versus deprivation

score New Deal for Community areas
Net satisfaction with area (+% )
70
Fulham
60
Hull
Islington
Brighton
Sandwell
50
Tower Hamlets
Sheffield
Manchester
40
30
Luton
Coventry
20
10
Hartlepool
Southwark
Doncaster
Knowsley
Nottingham
Liverpool
-10
20
25
30
35
40
45
50
55
60
65
70
75
80
85

Base:
All
15
Satisfaction with views of quality of life versus

deprivation score New Deal for Community areas
Net satisfaction with quality of life (+% )
90
Rochdale
80
Hull
Brighton
Derby
Fulham
Manchester
70
Luton
Lambeth
60
Southampton
50
Aston
Brent
Southwark
40
30
20
10
0
20
25
30
35
40
45
50
55
60
65
70
75
80
85

Base:
All
16
Happiness and trust

study for Cabinet Office
17
Were getting richer
18
but not happier

180
160
GDP Per capita
140
(1973 =100)
120
Life satisfaction
(1973 =100)
100
80
1976
1979
1982
1985
1988
1991
1994
1997
19
and were losing ground

80
% very satisfied with their lives
70
60
Denmark
Belgium
40
30
20
UK
10
01
20
99
19
97
19
95
19
93
19
91
19
89
19
87
19
85
19
83
19
81
19
79
19
77
19
75
19
73
0
19
50
20
How much can we

explain or predict?
21
Understanding life satisfaction and trust in others

Data from British Household Panel Survey
c15,000 interviews
c250 variables on demographics, income/savings/debt,
health, activities, views of housing and area, values
added area factors deprivation, ethnic diversity,
urbanity
22
Life satisfaction by tenure no real difference

Life satisfaction score out of ten
Own outright
7.8
Buying on mortgage
Rent privately
Rent from local council
Rent from HA/Trust
7.6
7.4
7.2
7.0
Base: All respondents

23
Understanding life satisfaction and trust in others

More sophisticated techniques
Using multiple regression
what factors most related to trust and happiness,

independent of effects of other factors
24
Can we predict life satisfaction?

Positive drivers
Finances comfortable
Retired
Negative drivers
21
%
10%
6%
Talk to neighbours
Agree that ordinary
people share in wealth
Do sport
5%
Life
satisfaction
%
-15
Limiting long-term
illness
-1 1%
Want to move home
-7%
Single non-retired
household
-7%
Number of GP visits
-6%
5%
Cannot afford visitors to

-6
home
%
Aged 35-44
But only 20% of variation in life satisfaction

explained by model
importance of genes and early years
25
Segmenting on life satisfaction

Not only technique
Also using CHAID
Chi-squared Automatic Interaction Detector

simple hierarchical segmentation
breaks down into extreme groups
26
The most and least happy people in the country

Whole population
Average satn score = 7.5
No limiting long-term
illness
Do not want
to move
Retired
Not retired
More trusting
Limiting long-term
illness
Want to
move
Afford
annual
holiday
Not afford
annual
holiday
Afford
holiday
Retired
Not
retired
Not afford
holiday
Do not
want to
move
Want to
move
Less trusting
27
The most and least happy people in the country

Whole population
Average satn score = 7.5
No limiting long-term
illness
Limiting long-term
illness
Do not want
to move
Retired
No problems
with arms/legs
Not afford
holiday
Least satisfied group

2% of the population
Average satisfaction score of 5.5
want
to move
Finances
comfortable
Most satisfied group

Live in less
2% of population
diverse areas Average satisfaction score of 9
28
The happiest people
29
Trust
too
a key measure of
social capital?
30
We are losing trust in each other

% who think most people can be trusted
60
50
40
30
20
10
0
1959
1981
World Values Survey quoted in lectures by

Richard Layard 2002/3 Happiness: has social science a clue?
1997
31
Some differences by
tenure
32
Trust in others by tenure

Trust in others score out of ten
Own outright
4.1
Buying on mortgage
3.9
Rent privately
3.7
2.6
Rent from HA/Trust

Rent from local council
2.1

33
Trust in others a middle class luxury?

Positive drivers
Negative drivers
Have first degree
11
%
Go to theatre
10
%
%
-10
Aged 16-24
Believe there is one

law for rich and one
for poor
9%
-1 0%
Aged 25-34
Have higher degree

Voted in last election
Trust in
others
-7%
8%
6%
6%
Involved in local
groups
9%
Limiting long-term
illness
-7%
-6
%
Vandalism/crime a
problem in area
Rent from council
Finances comfortable
15% of variation in trust in others explained by model

34
The most and least trusting people in the country

Whole population
Average trust score = 4
Have first degree
Do not have first degree
Do not want to
move
Involved in
local groups
Rent from
council
Most trusting group

2% of population
Average trust score of 7
Not retired
More diverse
areas
Least trusting group

2% of the population
Average trust score of 1
Vandalism/
Crime problem
in area
35
Again area matters
36
But people see lots of

reasons
But it is notfor
all decline
good newsin
community spirit
37
Why people think were losing community spirit

People work longer hours, so
have less time for each other
40%
People spend more time

watching TV/on internet
People move home more often
and dont know others in area
More newcomers to country,
including asylum seekers
People more likely to take
advantage than help selves
People financially better off so
dont need each other
35%
20%
23% of C2DEs 17%

13%
11%

38
Impact of ethnic diversity in areas

Need to be careful on role of diversity difficult to
disentangle from factors associated with ethnic diversity

urbanity, mobility deprivation and inequality
And more general and complex changes to way living
But lower trust in more deprived areas ties in with
US/Australian/other work
And in any case shows continuing importance of area
39
Conclusions
But
it is not all goodand
news
questions
40
Conclusions and questions

Where people lives affects their attitudes
And who you serve affects how difficult you job is and how
you are rated key factors

objective quality of service
complexity of needs
cultural factors that affect survey responses
Limited amount we can do about levels of life satisfaction
and trust?
but role of early years and higher education seems
clear
Need more and better local area indicators
41
Conclusions and questions

Is nature of population/area served taken into account
enough when assessing RSL performance?

How do we take account of area factors when you serve
dispersed populations? Need for a test study?

What can we do to manage increasing diversity better?
What are best ways to give people more meaningful

interaction give people greater local control of services/
areas?
Were used to allocating resources on basis of deprivation
do we need to consider allocating resources on basis of

diversity as well?
42
Social
Research
Institute
Thank you
Questions, Comments?
Bobby Duffy
MORI Social Research Institute
Contact: 020 7347 3000
bobby.duffy@ipsos-mori.com
Most Need Improving in Local Area - Great

Britain (1)
Q
Thinking about this local area, which of these things, if any, do you
think most need improving? Again, you may choose up to five
Urban
areas
% Select
%
43
40
Activities for teenagers
29
Low level of crime

Road/pavement repairs
Public transport
Facilities for young children
Clean streets
Low level traffic congestion
Shopping facilities
Job prospects
Health services
Base: 2,031 GB adults aged 15+, 18-22 October 2001
28
27
25
23
22
18
17
16
36
29
25
27
27
22
16
15
17
44
Most Need Improving in Local Area - Great

Britain (2)
Q
Thinking about this local area, which of these things, if any, do you
think most need improving? Again, you may choose up to five
Urban
areas
% Select
%
16
14
Affordable decent housing
13
13
Community activities
12
Sports and leisure facilities
11
Access to culture
11
7
Wage levels/Cost of living
Education provision
Low level pollution
Open spaces
Race relations
Access to nature
Base: 2,031 GB adults aged 15+,

15+ 18-22 October 2001
10
5
45
Whats it Like where the ABs Live? (21% of pop)

Need Improving
50
Activities for teenagers
40
Transport
Low traffic
congestion
30
Road maintenence
Housing
Facilities for young
Sport and leisure
children
Shopping
Health
facilities
Clean Streets
Job prospects
Community
Access to culture
activities
Low pollution
Education
Wage levels
Open spaces
Access to nature
Race relations
20
10
0
0
10
20
30
40
Crime
50
60
Important
46
The Picture where DEs Live (30% of pop)

Need Improving
50
Less bothered
about transport,
traffic than ABs
40
30
20
10
0
Facilities for
young children
Road
maintenance
Community
activities
Sport and
leisure facilities
Access to
culture
Race relations
Activities for
teenagers
Job prospects
Low traffic
congestion
Crime
Clean Streets
Transport
Shopping
Housing
Health
Wage levels
Open spaces
Education
Access to
Low pollution
nature
10
20
30
40
50
60
Important
47
A key measure of
social capital?
48
Civic
and
But it engagement
is not all good news
local networks strong
regional differences
49
High reciprocity by region

Feel neighbours look out for each other, done/received a favour
South West
58%
North East
57%
Eastern
56%
North West
56%
East Midlands
55%
Yorkshire & the Humber
53%
South East
52%
England
52%
West Midlands
London
Source: Social capital module of the General Household Survey 2000
48%
41%
50
High neighbourliness score - by region

Know, speak to, trust neighbours, do/receive favours etc
South West
40%
North West
39%
North East
39%
33%
East Midlands
33%
Eastern
33%
England
32%
West Midlands
30%
South East
London
29%
21%
51
Feel civically engaged by region

Involved in local organisations, feel informed, feel can influence local decisions etc
Eastern
22%
South East
20%
East Midlands
20%
19%
South West
19%
England
18%
London
17%
West Midlands
17%
North West
North East
15%
14%
52
Successful Community
What makes a community successful?
common themes among
all ethnic groups
Nation as a whole
Friends/friendly
neighbours
(68%)
A
stable population (38%)
Good
local schools (29%)
Focal point
People
(28%)
having same outlook
(23%)
Mix of
EMGs
Friends/friendly
neighbours (47%)
Mix of people (29%)
People
having same cultural

background (24%)
People
having same outlook (21%)
People
speaking same language
(21%)
people (19%)
Focal point
(20%)
53
Regions
count
and
But it is not
all good
news the
North East counts
double
54
Regional Factors
Consistent regional differences - and over time
North seem to be happiest with services, Eastern/South
East least
Across range of services including some services where
actual performance should be fairly consistent

Link to underlying political beliefs?
but still evident when control for voting intention

Link to expectations?
55
Expectations of NHS by Region

% thinking it will get better
All
North East
East Midlands
North West/Merseyside
Wales
Greater London
Yorks & Humberside
Scotland
South West
South East
Eastern
West Midlands
-8%
18%
-3%
-5%
-6%
-6%
-10%
-12%
-12%
-13%
-13%
-14%
Base: 3,873 adults aged 18+ 2003: MORI Delivery Index Aggregate Data
56
Expectations of Education by Region

6%
All
North East
Scotland
East Midlands
Wales
West Midlands
South West
Yorks & Humberside
Eastern
Greater London
South East
18%
18%
11%
10%
10%
6%
5%
3%
1%
1%
1%
57
Expectations of Policing by Region

3%
All
North East
Greater London
Scotland
West Midlands
Yorks & Humberside
East Midlands
South West
Wales
South East
Eastern
19%
13%
6%
4%
3%
3%
2%
0%
-1%
-1%
-5%
58
Expectations of Public Transport by Region

All
Greater London
Scotland
Wales
West Midlands
Eastern
North East
East Midlands
South West
Yorks & Humberside
South East
-12%
11%
4%
-5%
-11%
-14%
-15%
-16%
-19%
-20%
-21%
-23%
59
Not just party support
60
Non-Labour voters - expectations of NHS by Region: even

Tory/Lib Dem North Easterners are cheerful
All
North East
East Midlands
Greater London
Wales
South East
West Midlands
Eastern
South West
Scotland
Yorkshire & Humberside
-20%
-2%
-14%
-17%
-17%
-19%
-21%
-22%
-25%
-25%
-25%
-25%
Base: 2,712 Non- Labour voters aged 18+ 2003: MORI Delivery Index Aggregate Data
61
Same on policing........
-3%
All
North East
Greater London
Yorks & Humberside
East Midlands
South West
Scotland
West Midlands
South East
Wales
Eastern
12%
6%
-1%
-2%
-2%
-2%
-2%
-5%
-7%
-11%
-12%
Base: 2,712 Non- Labour voters aged 18+ 2003: MORI Delivery Index Aggregate Data
62
also correlates with

patient experience in
health
63
Only a weak relationship between rating of Primary Care

Trust health services and deprivation
Aggregate rating score
0.85
Correlation -0.32
Mid Devon
0.8
South
Liverpool
0.75
0.7
Redbridge
Newham
Bradford
0.65
0.6
0
10
15
20
25
30
35
40
45
50
55
60

Source: MORI
64
But strong link with ethnic diversity

Correlation -0.70
Preston
0.8
Lambeth
Heart of
Birmingham
Thurrock
0.7
Barking and
Dagenham
Newham
Bradford
0.6
0
Ethnic diversity
Source: MORI
65
Views of health services

Butdefinitely
it is not all good
news to
are
nothing
do with your chances of
dying
66
Views of Primary Care Trust health services versus

Standardised Mortality Ratios (SMR)
Mid Devon
SE Dorset
East
Surrey
Bedford
Medway
Tower
Hamlets
Newham
Slough
Bradford
0.6
60
65
70
75
80
85
90
95
100 105 110 115 120 125 130
SMR
Source: MORI
67

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Social

Life satisfaction, trust and services the importance of place

Satisfaction with Individual Councils

individual authorities to achieve

Satisfaction with council versus deprivation score

Deprivation Score (IMD 2000)

Ethnic diversity as important as deprivation

Extent of ethnic diversity

and more important in views of housing

2001 Ethnic Diversity

MORI Frontiers Analysis

% Satisfied with Council

Likely frontier of satisfaction

Deprivation and Ethnicity

Views of landlord But it is not all

Satisfaction with landlord RSL tenants

Drivers of attitudes to landlord

deprivation and ethnic diversity

Satisfaction with area versus IMD

Deprivation Score (IMD 2000)

Satisfaction with area RSL tenants

Satisfaction with area versus deprivation

Deprivation Score (IMD 2000)

Satisfaction with views of quality of life versus

Deprivation Score (IMD 2000)

Happiness and trust

But it is not all good news

Were getting richer

but not happier

and were losing ground

% very satisfied with their lives

How much can we

Understanding life satisfaction and trust in others

Life satisfaction by tenure no real difference

Base: All respondents

Understanding life satisfaction and trust in others

what factors most related to trust and happiness,

Can we predict life satisfaction?

Want to move home

Cannot afford visitors to

But only 20% of variation in life satisfaction

Segmenting on life satisfaction

Chi-squared Automatic Interaction Detector

The most and least happy people in the country

The most and least happy people in the country

Least satisfied group

Most satisfied group

The happiest people

We are losing trust in each other

World Values Survey quoted in lectures by

Trust in others by tenure

Rent from HA/Trust

Base: All respondents

Trust in others a middle class luxury?

Have first degree

Believe there is one

Have higher degree

15% of variation in trust in others explained by model

The most and least trusting people in the country

Have first degree

Do not have first degree

Most trusting group

Least trusting group