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%
- Punctuality
- Final report
- Final account
- Compliance with health, safety and environmental rules
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:
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.