Customer Satisfaction Survey December 2005

Introduction

The questionnaire was designed to ascertain 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.

117 questionnaires were sent out and 32 were returned representing a response rate of 27%.

Results

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

Measurement Per Cent

  • Booking 91
  • Punctuality 90
  • Attitude and Appearance 90
  • Timescale 90
  • Explanation of Test Results 91
  • Interim Report 89
  • Final Report 92
  • Value 87
  • Final Account 86
  • Health, Safety and Environmental 89

Overall

Applied Inspection Ltd 90 per cent

 

Conclusions

The overall Customer Satisfaction measurement is 90 per cent (rounded down), 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%
  • 2005 – 90.09%

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).

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

  • Explanation of results
  • Interim reports
  • Final report
  • Improvements are continually sought to improve the satisfaction levels of our clients.

The next review of Customer Satisfaction will be carried out late 2006. The survey was carried out by John Morris (QHS&E Manager) during November and December 2005, assisted by Chesterfield office staff Dawn Andrews, Amy Skelland, Carol Smallwood and Louise Mallender.

Customer Satisfaction Survey December 2006

Introduction

The questionnaire was designed to ascertain 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.

136 questionnaires were sent out and 46 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 92
  • Punctuality 91
  • Attitude and Appearance 93
  • Timescale 94
  • Explanation of Test Results 92
  • Interim Report 90
  • Final Report 93
  • Value 92
  • Final Account 91
  • Health, Safety and Environmental 93

Overall

Applied Inspection Ltd 92 per cent

Conclusions

The overall Customer Satisfaction measurement is 92 per cent (rounded down), which is an increase of 2 per cent on last year. An overall Customer Satisfaction measurement of 92 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%
  • 2005 – 90.09%
  • 2006 – 92.69%

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).

In the period between the last survey and this one there have been improvements in all areas of between one and five per cent.

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

Customer Satisfaction Survey December 2007

Introduction

The questionnaire was designed to ascertain 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.

200 questionnaires were sent out and 58 were returned representing a response rate of 29%.

Results

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

Measurement Per Cent

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

Overall

Applied Inspection Ltd 91.45 per cent

Conclusions

The overall Customer Satisfaction measurement is slightly down on last year. An overall Customer Satisfaction measurement of 91.45 per cent is still 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%
  • 2005 – 90.09%
  • 2006 – 92.69%
  • 2007 – 91.45%

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).

In the period between the last survey and this one there have been improvements in no areas and falls in Punctuality, Attitude and Appearance, Timescale, Explanation of Test Results, Interim Report, Final Report, Health, Safety and Environmental. However, the levels remain extremely high with no areas below 89%.

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

Customer Satisfaction Survey December 2008

Introduction

The questionnaire was designed to ascertain 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 25 were returned representing a response rate of 25%.

Results

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

Measurement Per Cent

  • Booking 92
  • Punctuality 93
  • Attitude and Appearance 95
  • Timescale 91
  • Explanation of Test Results 90
  • Interim Report 86
  • Final Report 90
  • Value 91
  • Final Account 90
  • Health, Safety and Environmental 91

Overall

Applied Inspection Ltd 90.64 per cent

Conclusions

The overall Customer Satisfaction measurement is slightly down on last year. An overall Customer Satisfaction measurement of 91.45 per cent is still 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%
  • 2005 – 90.09%
  • 2006 – 92.69%
  • 2007 – 91.45%
  • 2008 – 90.64%

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).

In the period between the last survey and this one there have been improvements in no areas and falls in Punctuality, Attitude and Appearance, Timescale, Explanation of Test Results, Interim Report, Final Report, Health, Safety and Environmental. However, the levels remain extremely high with no areas below 89%.

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

2008, assisted by Chesterfield office staff Dawn Andrews, Carol Smallwood and Louise Mallender.

Customer Satisfaction Survey December 2009

The overall Customer Satisfaction measurement remains extremely high at 90.85 per cent. It reflects the importance that all staff place on satisfying the requirements of customers. 

The figures since 2000 are as follows:

  • 2000 – 88.53%
  • 2001 – 88.61%
  • 2002 – 89.46%
  • 2003 – 89.66%
  • 2004 – 89.90%
  • 2005 – 90.09%
  • 2006 – 92.69%
  • 2007 – 91.45%
  • 2008 – 90.64%
  • 2009 – 90.85%

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

Customer Satisfaction Survey December 2010

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 28 were returned representing a response rate of 28%.

Results

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

Measurement Per Cent

  • Booking 96
  • Punctuality 95
  • Attitude and Appearance 94
  • Timescale 96
  • Explanation of Test Results 92
  • Interim Report 90
  • Final Report 93
  • Value 92
  • Final Account 90
  • Health, Safety and Environmental 93

Overall

Applied Inspection Ltd 93 per cent

Conclusions

An overall Customer Satisfaction measurement of 93% 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 – 88.53%
  • 2001 – 88.61%
  • 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% 

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. 

Customer Satisfaction Survey December 2011

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 29 were returned representing a response rate of 29%.

Results

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

Measurement Per Cent

  • Booking 95
  • Punctuality 92
  • Attitude and Appearance 91
  • Timescale 90
  • Explanation of Test Results 90
  • Interim Report 86
  • Final Report 89
  • Value 88
  • Final Account 89
  • Health, Safety and Environmental 91

Overall

Applied Inspection Ltd 90 per cent

Conclusions

An overall Customer Satisfaction measurement of 90% 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 – 88.53%
  • 2001 – 88.61%
  • 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%

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 2012.

 

Customer Satisfaction Survey December 2012

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 enviromental 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 34 were returned representing a response rate of 34%.

Results

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

Measurement Per Cent 

  • Booking 93
  • Punctuality 94
  • Attitude and Appearance 93
  • Timescale 91
  • Explanation of Test Results 91
  • Interim Report 89
  • Final Report 88
  • Value 90
  • Final Account 90
  • Health, Safety and Environmental 96

Overall

Applied Inspection Ltd 92 per cent

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 – 88.53%
  • 2001 – 88.61%
  • 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%

This illustrates the 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 reveiw of Customer Satisfaction will be carried out late 2013.