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%.
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
Applied Inspection Ltd 89 per cent
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
- Attitude and appearance of operators
- Explanation of test results
- Compliance with health, safety and environmental rules
- Final report
- Final account
However, there has been a slight deterioration in:
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.