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%.
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
Applied Inspection Ltd 89 per cent
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
- 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.