2001 survey; Applied Inspection Limited

Customer Satisfaction Survey 2001

Introduction
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.

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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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