Customer Satisfaction Survey December 2018

A questionnaire was designed with the intention of ascertaining how a random selection of customers rated our performance. From that information specific areas could be singled out for particular improvement.

Ten questions, ranging from booking inspection services to the final account and compliance with health safety and environmental rules, were devised and the customers were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

100 questionnaires were sent out and 22 were returned representing a response of 22%.

Results

Measurement Per Cent

  • Booking 93
  • Interim Report 85
  • Punctuality 91
  • Final Report 83
  • Attitude and Appearance 89
  • Value 85
  • Timescale 90
  • Final Account 87
  • Explanation of Test Results 90
  • Health, Safety and Environmental 91

Overall

Applied Inspection Ltd 94 per cent In comparison with the previous surveys the results are as per the following table:

 table

 

Conclusions

An overall Customer Satisfaction measurement of 88% was achieved, although this is a relatively high figure it also Illustrates that the Company has not achieved the stated Quality objective and Quality Target of maintaining the level of customer satisfaction at 89% or above.

The actual figures before rounding to the nearest whole number are:

  • 2010 – 93.36%
  • 2011 – 90.18%
  • 2012 – 91.70%
  • 2013 – 91.15%
  • 2014 – 92.87%
  • 2015 – 91.06%
  • 2016 – 91.52%
  • 2017 – 93.97%
  • 2018 – 88.18%

Improvements are continually sought to improve the satisfaction levels of our clients.

The next review of Customer Satisfaction will be carried out late 2019.

Please click here to view the pdf of our 2018 Customer Satisfaction Report.

Customer Satisfaction Survey December 2017

A questionnaire was designed with the intention of ascertaining how a random selection of customers rated our performance. From that information specific areas could be singled out for particular improvement.

Ten questions, ranging from booking inspection services to the final account and compliance with health safety and environmental rules, were devised and the customers were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

100 questionnaires were sent out and 22 were returned representing a response of 22%

Results

Measurement Per Cent

  • Booking 97
  • Punctuality 94
  • Attitude and Appearance 95
  • Timescale 94
  • Explanation of Test Results 95
  • Interim Report 92
  • Final Report 92
  • Value 93
  • Final Account 94
  • Health, Safety and Environmental 95

Overall

Applied Inspection Ltd 94 per cent In comparison with the previous surveys the results are as per the following table:

2017-results

 

Conclusions

An overall Customer Satisfaction measurement of 94% is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers. If the actual figures are considered before rounding to the nearest whole number the figures are:

 

  • 2000 – 88.5%
  • 2001 – 88.6%
  • 2002 – 89.46%
  • 2003 – 89.66%
  • 2004 – 89.90%
  • 2005 – 90.09%
  • 2006 – 92.69%
  • 2007 – 91.45%
  • 2008 – 90.64%
  • 2009 – 90.85%
  • 2010 – 93.36%
  • 2011 – 90.18%
  • 2012 – 91.70%
  • 2013 – 91.15%
  • 2014 – 92.87%
  • 2015 – 91.06%
  • 2016 – 91.52%
  • 2017 – 93.97%

This illustrates that the Company has achieved the stated Quality Target of maintaining the level of customer satisfaction at 89% or above.

Improvements are continually sought to improve the satisfaction levels of our clients.

The next review of Customer Satisfaction will be carried out late 2018.

 

Customer Satisfaction Survey December 2016

A questionnaire was designed with the intention of ascertaining how a random selection of customers rated our performance. From that information specific areas could be singled out for particular improvement.

Ten questions, ranging from booking inspection services to the final account and compliance with health safety and environmental rules, were devised and the customers were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

100 questionnaires were sent out and 16 were returned representing a response of 16%.

Results

Measurement Per Cent

  • Booking 95
  • Punctuality 94
  • Attitude and Appearance 92
  • Timescale 90
  • Explanation of Test Results 93
  • Interim Report 88
  • Final Report 90
  • Value 86
  • Final Account 88
  • Health, Safety and Environmental 95

Overall

Applied Inspection Ltd 92 per cent In comparison with the previous surveys the results are as per the following table:

2016 results

 

Conclusions

An overall Customer Satisfaction measurement of 92% is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers.

If the actual figures are considered before rounding to the nearest whole number the figures are:

  • 2000 – 88.5%
  • 2001 – 88.6%
  • 2002 – 89.46%
  • 2003 – 89.66%
  • 2004 – 89.90%
  • 2005 – 90.09%
  • 2006 – 92.69%
  • 2007 – 91.45%
  • 2008 – 90.64%
  • 2009 – 90.85%
  • 2010 – 93.36%
  • 2011 – 90.18%
  • 2012 – 91.70%
  • 2013 – 91.15%
  • 2014 – 92.87%
  • 2015 – 91.06%
  • 2016 – 91.52%

This illustrates that the Company has achieved the stated Quality Target of maintaining the level of customer satisfaction at 89% or above. Improvements are continually sought to improve the satisfaction levels of our clients. The next review of Customer Satisfaction will be carried out late 2017.

 

 

Customer Satisfaction Survey December 2015

A questionnaire was designed with the intention of ascertaining how a random selection of customers rated our performance. From that information specific areas could be singled out for particular improvement.

Ten questions, ranging from booking inspection services to the final account and compliance with health safety and environmental rules, were devised and the customers were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

82 questionnaires were sent out and 16 were returned representing a response of 20%.

Results

Measurement Per Cent

  • Booking 92
  • Punctuality 92
  • Attitude and Appearance 93
  • Timescale 90
  • Explanation of Test Results 94
  • Interim Report 89
  • Final Report 86
  • Value 92
  • Final Account 92
  • Health, Safety and Environmental 93

Overall

Applied Inspection Ltd 91 per cent

 In comparison with the previous surveys the results are as per the following table:

Survey Year Booking Punctuality Attitude & Appearance Timescale Explanation of Test Results Interim Report Final Report Value Final Account HSE Overall

customer satisfaction table 2015 

Conclusions

An overall Customer Satisfaction measurement of 91% is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers.

If the actual figures are considered before rounding to the nearest whole number the figures are:

  • 2000 – 88.5%
  • 2001 – 88.6%
  • 2002 – 89.46%
  • 2003 – 89.66%
  • 2004 – 89.90%
  • 2005 – 90.09%
  • 2006 – 92.69%
  • 2007 – 91.45%
  • 2008 – 90.64%
  • 2009 – 90.85%
  • 2010 – 93.36%
  • 2011 – 90.18%
  • 2012 – 91.70%
  • 2013 – 91.15%
  • 2014 – 92.87%
  • 2015 – 91.06%

This illustrates that the Company has achieved the stated Quality Target of maintaining the level of customer satisfaction at 89% or above.

Improvements are continually sought to improve the satisfaction levels of our clients. 

The next review of Customer Satisfaction will be carried out late 2016.

 

Customer Satisfaction Survey December 2013

A questionnaire was designed with the intention of ascertaining how a random selection of customers rated our performance. From that information specific areas could be singled out for particular improvement.

Ten questions, ranging from booking inspection services to the final account and compliance with health safety and environmental rules, were devised and the customers were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

Results

Overall results for each question expressed as a percentage are as per the following table:

Measurement Per Cent

  • Booking 93
  • Punctuality 92
  • Attitude and Appearance 91
  • Timescale 92
  • Explanation of Test Results 91
  • Interim Report 89
  • Final Report 89
  • Value 88
  • Final Account 89
  • Health, Safety and Environmental 93

Overall

Applied Inspection Ltd 91 per cent

 In comparison with the previous surveys the results are as per the following table:

 

Conclusions

An overall Customer Satisfaction measurement of 91% is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers.

Overall Customer Satisfaction Measurement:

  • 2000 – 89%
  • 2001 – 89%
  • 2002 – 89%
  • 2003 – 89%
  • 2004 – 90%
  • 2005 – 90%
  • 2006 – 92%
  • 2007 – 92%
  • 2008 – 91%
  • 2009 – 91%
  • 2010 – 93%
  • 2011 – 90%
  • 2012 – 92%
  • 2013 – 91%

Improvements are continually sought to improve the satisfaction levels of our clients. 

The next review of Customer Satisfaction will be carried out late 2014.

Customer Satisfaction Survey December 2000

A questionnaire was used to ascertain how a random selection of customers rated the performance of Applied Inspection. The questions addressed work carried out both in the company’s laboratories and on-site.

Ten questions, ranging from booking inspection services to the final account and compliance with health safety and environmental rules, were devised. The customers were asked to rate our performance on a scale of 1 to 5, where 1 was totally dissatisfied and 5 was totally satisfied.

60 questionnaires were sent out and 42 were returned, representing a response rate of 70 per cent.

Results

Overall results for each question expressed as a percentage are as per the following table:

  • Measurement Per Cent
  • Booking 94
  • Punctuality 90
  • Attitude and Appearance 90
  • Timescale 91
  • Explanation of Test Results 88
  • Interim Report 86
  • Final Report 91
  • Value 81
  • Final Account 84
  • Health, Safety and Environmental 86

Customer satisfaction measurement at each location (Average):

  • Chesterfield 92
  • Burton-on-Trent 88
  • Cleckheaton 87
  • Glasgow (Survey combined with Burton-on-Trent) 88

Overall

Applied Inspection Ltd 89 per cent

Conclusions

An overall customer satisfaction measurement of 89 per cent reflects the importance that all staff place on satisfying the requirements of customers.

A general guide as to the level of customer satisfaction for a company such as Applied Inspection Limited with a large customer base would be 75 to 85 per cent. Therefore an overall figure of 89 per cent is exceptional and will be very difficult to improve upon.

However, the level of customer satisfaction must be continually reviewed and possible improvements sought and implemented.

The next review of customer satisfaction will be carried out late 2001.

Survey carried out by John Morris (QHS&E Manager) during November and December 2000, assisted by Gail Sanderson.

Customer Satisfaction Survey December 2001

This year’s survey used the same questionnaire as last year and was sent to a random selection of customers. They were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

111 questionnaires were sent out and 51 were returned representing a response rate of 45.95%.

Results

Overall results for each question expressed as a percentage are as per the following table:

Measurement Per Cent

  • Booking 90
  • Punctuality 85
  • Attitude and Appearance 89
  • Timescale 91
  • Explanation of Test Results 87
  • Interim Report 88
  • Final Report 90
  • Value 86
  • Final Account 87
  • Health, Safety and Environmental 89

Overall

Applied Inspection Ltd 89 per cent

Conclusions

The overall Customer Satisfaction measurement of 89% is the same as last year. It is again an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers.

In the period between the last survey and this one there have been improvements in the areas of:

  • Interim report
  • Value for money
  • Final account
  • Compliance with health, safety and environmental rules

However, there has been a deterioration in standards in:

  • Ease of booking services
  • Punctuality
  • All other areas achieved similar results (within 1 percentage point).

Whilst the improvements are welcome and reflect the effort made by staff to ensure a high standard of service, the two areas of deterioration are of concern. The reason for the deterioration may well be related to the success of the company this year, with big increases in staff numbers and turnover. However, our success cannot be used as an excuse. We will focus our efforts on improving these areas in the coming year.

The next review of Customer Satisfaction will be carried out late 2002.

Survey carried out by John Morris (QHS&E Manager) during November and December 2001, assisted by Chesterfield office staff Dawn Andrews, Kelly Harper and Laura Moorcroft.

Customer Satisfaction Survey December 2002

This year’s survey used the same questionnaire as the last two years and was sent to a random selection of customers. They were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

97 questionnaires were sent out and 41 were returned representing a response rate of 42%.

Overall results for each question expressed as a percentage are as per the following table:

Measurement Per Cent

  • Booking 94
  • Punctuality 89
  • Attitude and Appearance 91
  • Timescale 92
  • Explanation of Test Results 89
  • Interim Report 88
  • Final Report 88
  • Value 84
  • Final Account 84
  • Health, Safety and Environmental 90

Overall

Applied Inspection Ltd 89 per cent

Conclusions

The overall Customer Satisfaction measurement is 89 per cent, the same as for the last two years. It is again an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers. The figures are rounded to the nearest whole number. As they have been so high for the last three years, steady at 89 per cent, it is difficult to assess if progress is being made. So we decided to look at the figures before rounding. They read as follows:

  • 2000 – 88.53%
  • 2001 – 88.61%
  • 2002 – 89.46%

This illustrates that the Company is making excellent progress towards the stated quality objective and quality target of increasing the level of customer satisfaction by one per cent by the end of 2005.

Since last year’s survey there have been improvements in the areas of:

    • Booking services
    • Punctuality
    • Attitude and appearance of operators
    • Timescale
    • Explanation of test results
    • Compliance with health, safety and environmental rules
      • Final report
      • Value
      • Final account

However, there has been a slight deterioration in:

The slight deterioration in the above areas may well be related to the rapid expansion of the company. But it is a tribute to both the management and the staff that the company’s performance has been first class, even during a period of high growth. Notwithstanding the excellent performance, we will focus our efforts on improving the areas of final report, value and final account in the coming year.

The next review of Customer Satisfaction will be carried out late 2003.

Survey carried out by John Morris (QHS&E Manager) during November and December 2002, assisted by Chesterfield office staff Dawn Andrews and Kelly Harper.

Customer Satisfaction Survey December 2003

Introduction

This year’s survey used the same questionnaire as the last three years and was sent to a random selection of customers. They were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

100 questionnaires were sent out and 35 were returned representing a response rate of 35%.

Results

Overall results for each question expressed as a percentage are as per the following table:

Measurement Per Cent

  • Booking 94
  • Punctuality 90
  • Attitude and Appearance 90
  • Timescale 90
  • Explanation of Test Results 89
  • Interim Report 88
  • Final Report 90
  • Value 84
  • Final Account 87
  • Health, Safety and Environmental 92

Overall

Applied Inspection Ltd 90 per cent

Conclusions

The overall Customer Satisfaction measurement is 90 per cent (rounded up). Despite rapid expansion of the company during the last year, the overall Customer Satisfaction measurement has gone up by 0.16 per cent. It is again an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers. The exact figures for the last four years are as follows:

    • 2000 – 88.53%
    • 2001 – 88.61%
    • 2002 – 89.46%
    • 2003 – 89.66%
      • Punctuality
      • Final report
      • Final account
      • Compliance with health, safety and environmental rules

This illustrates that the Company has achieved the stated Quality Objective and Quality Target of increasing the level of customer satisfaction by 1% by the end of 2005 (Stated in 2000).

In the period between the last survey and this one there have been improvements in the areas of:

The compliance with health, safety and environmental rules category has continued to achieve improvement through each survey and illustrates the level of commitment and importance the Company and employees place on improving health and safety and reducing environmental impact in the workplace.

Improvements are continually sought to improve the value for money and final accounts to our clients.

The next review of Customer Satisfaction will be carried out late 2004.

Survey carried out by John Morris (QHS&E Manager) during November and December 2003, assisted by Chesterfield office staff Dawn Andrews, Kelly Harper, Carol Hawkins and Joanne Skinner.

Customer Satisfaction Survey December 2004

Introduction

This year’s survey used the same questionnaire as the last four years and was sent to a random selection of customers. They were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.

 70 questionnaires were sent out and 30 were returned representing a response rate of 43%.

Results

Overall results for each question expressed as a percentage are as per the following table:

Measurement Per Cent

  • Booking 95
  • Punctuality 91
  • Attitude and Appearance 90
  • Timescale 90
  • Explanation of Test Results 89
  • Interim Report 86
  • Final Report 86
  • Value 91
  • Final Account 90
  • Health, Safety and Environmental 91

Overall

Applied Inspection Ltd 90 per cent

Conclusions

The overall Customer Satisfaction measurement is 90 per cent (rounded up), which is the same as last year. An overall Customer Satisfaction measurement of 90 per cent is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers. The exact figures since 2000 are as follows:

  • 2000 – 88.53%
  • 2001 – 88.61%
  • 2002 – 89.46%
  • 2003 – 89.66%
  • 2004 – 89.90%

This illustrates that the Company has achieved the stated Quality Target of maintaining the level of customer satisfaction at 89 per cent or above (Stated in 2004).

The following six areas measured were 89 per cent or above both in the last survey in 2003 and in the current survey (2004):

  • Booking
  • Punctuality
  • Attitude and Appearance
  • Timescale
  • Explanation of Test Results
  • Health, Safety and Environmental

The following two areas measured were down in 2004 compared with 2003:

Interim Report (Down from 88 to 86 per cent)

Final Report (Down from 90 to 86 per cent)

All report formats were reviewed during 2004 and a number of new interim and final report formats were introduced at the end of the year at Burton, and at the beginning of 2005 at Chesterfield and Ossett. The impact of these new report formats will be reviewed during the year.

The following two areas measured were up in 2004 compared with 2003:

  • Value (Up from 84 to 91 per cent)
  • Final Account (Up from 87 to 90 per cent)

We will continue to seek improvements in value for money and final account for our clients.

The next review of Customer Satisfaction will be carried out late 2005.

Survey carried out by John Morris (QHS&E Manager) during November and December 2004, assisted by Chesterfield office staff Dawn Andrews, Joanne Skinner and Carol Hawkins.