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 29 were returned representing a response rate of 29%.
Results
Overall results for each question expressed as a percentage are as per the following table:
Measurement Per Cent
- Booking 95
- Punctuality 92
- Attitude and Appearance 91
- Timescale 90
- Explanation of Test Results 90
- Interim Report 86
- Final Report 89
- Value 88
- Final Account 89
- Health, Safety and Environmental 91
Overall
Applied Inspection Ltd 90 per cent
Conclusions
An overall Customer Satisfaction measurement of 90% 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%
- 2011 – 90.18%
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.
The next review of Customer Satisfaction will be carried out late 2012.