Customer Satisfaction Survey December 2010

A questionnaire was designed with the intention of ascertaining 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.

100 questionnaires were sent out and 28 were returned representing a response rate of 28%.

Results

Overall results for each question expressed as a percentage are as per the following table:

Measurement Per Cent

  • Booking 96
  • Punctuality 95
  • Attitude and Appearance 94
  • Timescale 96
  • Explanation of Test Results 92
  • Interim Report 90
  • Final Report 93
  • Value 92
  • Final Account 90
  • Health, Safety and Environmental 93

Overall

Applied Inspection Ltd 93 per cent

Conclusions

An overall Customer Satisfaction measurement of 93% is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers.

 If the actual figures are considered before rounding to the nearest whole number the figures are:

  • 2000 – 88.53%
  • 2001 – 88.61%
  • 2002 – 89.46%
  • 2003 – 89.66%
  • 2004 – 89.90%
  • 2005 – 90.09%
  • 2006 – 92.69%
  • 2007 – 91.45%
  • 2008 – 90.64%
  • 2009 – 90.85%
  • 2010 – 93.36% 

This illustrates that the Company has achieved the stated Quality Target of maintaining the level of customer satisfaction at 89% or above.

Improvements are continually sought to improve the satisfaction levels of our clients.