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 enviromental 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 34 were returned representing a response rate of 34%.
Results
Overall results for each question expressed as a percentage are as per the following table:
Measurement Per Cent
- Booking 93
- Punctuality 94
- Attitude and Appearance 93
- Timescale 91
- Explanation of Test Results 91
- Interim Report 89
- Final Report 88
- Value 90
- Final Account 90
- Health, Safety and Environmental 96
Overall
Applied Inspection Ltd 92 per cent
Conclusions
An overall Customer Satisfaction measurement of 92% 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%
- 2012 – 91.70%
This illustrates the 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 reveiw of Customer Satisfaction will be carried out late 2013.