2002 survey; Applied Inspection Limited

Customer Satisfaction Survey 2002

Introduction
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%.

Results
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

However, there has been a slight deterioration in:

Final report
Value
Final account

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.

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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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