The questionnaire was designed to ascertain how a random selection of customers rated our performance. From that information specific areas could be singled out for particular improvement. Ten questions, ranging from booking inspection services to the final account and compliance with health safety and environmental rules, were devised and the customers were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.
117 questionnaires were sent out and 32 were returned representing a response rate of 27%.
Overall results for each question expressed as a percentage are as per the following table:
Measurement Per Cent
- Booking 91
- Punctuality 90
- Attitude and Appearance 90
- Timescale 90
- Explanation of Test Results 91
- Interim Report 89
- Final Report 92
- Value 87
- Final Account 86
- Health, Safety and Environmental 89
Applied Inspection Ltd 90 per cent
The overall Customer Satisfaction measurement is 90 per cent (rounded down), which is the same as last year. An overall Customer Satisfaction measurement of 90 per cent is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers. The exact figures since 2000 are as follows:
- 2000 – 88.53%
- 2001 – 88.61%
- 2002 – 89.46%
- 2003 – 89.66%
- 2004 – 89.90%
- 2005 – 90.09%
This illustrates that the Company has achieved the stated Quality Target of maintaining the level of customer satisfaction at 89 per cent or above (Stated in 2004).
In the period between the last survey and this one there have been improvements in the areas of:
- Explanation of results
- Interim reports
- Final report
- Improvements are continually sought to improve the satisfaction levels of our clients.
The next review of Customer Satisfaction will be carried out late 2006. The survey was carried out by John Morris (QHS&E Manager) during November and December 2005, assisted by Chesterfield office staff Dawn Andrews, Amy Skelland, Carol Smallwood and Louise Mallender.