Customer satisfaction survey

Customer Satisfaction Survey 2000

Introduction
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):

Location	Per Cent
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.

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Head Office: Applied House Old Colliery Lane Holmewood Chesterfield Derbyshire S42 5RB Location Map Tel: +44 (0)1246 851864 Fax: +44 (0)1246 852243	Northern Office: AHED Business Centre Dewsbury Road Ossett, Nr Wakefield West Yorkshire WF5 9ND Location Map Tel: +44 (0)1924 270006 Fax: +44 (0)1924 270006	Midlands Office: Bridge House Bond Street Burton-on-Trent Staffordshire DE14 3RZ Location Map Tel: +44 (0)1283 515163 Fax: +44 (0)1283 539729

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