2003 survey; Applied Inspection Limited

Customer Satisfaction Survey 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%

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:

Punctuality
Final report
Final account
Compliance with health, safety and environmental rules

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.

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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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