1.20 96 per cent of authorities indicated that their contracts included clearly defined performance levels with associated information requirements for judging performance. 94 per cent indicated that the methodology for calculating payments including performance deductions was clearly defined, and 89 per cent said they had agreed performance review processes. 56 per cent of authorities told us that they assessed the level of user satisfaction with the services their contractors were providing.
1.21 Contractors generally considered that the mechanisms worked well: 54 per cent thought the mechanisms worked well or better, 43 per cent thought them to be satisfactory, and only 3 per cent considered them to be poor. Figure 6 shows examples of contractors' thoughts on performance criteria and performance review processes.