Customer Satisfaction Survey December 2013

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.

Results

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

Measurement Per Cent

  • Booking 93
  • Punctuality 92
  • Attitude and Appearance 91
  • Timescale 92
  • Explanation of Test Results 91
  • Interim Report 89
  • Final Report 89
  • Value 88
  • Final Account 89
  • Health, Safety and Environmental 93

Overall

Applied Inspection Ltd 91 per cent

 

In comparison with the previous surveys the results are as per the following table:

Conclusions

An overall Customer Satisfaction measurement of 91% is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers.

Overall Customer Satisfaction Measurement:

  • 2000 – 89%
  • 2001 – 89%
  • 2002 – 89%
  • 2003 – 89%
  • 2004 – 90%
  • 2005 – 90%
  • 2006 – 92%
  • 2007 – 92%
  • 2008 – 91%
  • 2009 – 91%
  • 2010 – 93%
  • 2011 – 90%
  • 2012 – 92%
  • 2013 – 91%

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

The next review of Customer Satisfaction will be carried out late 2014.