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 30 were returned representing a response of 30%.
Results
Measurement Percent
- Booking 95
- Punctuality 93
- Attitude and Appearance 93
- Timescale 95
- Explanation of Test Results 93
- Interim Report 87
- Final Report 90
- Value 95
- Final Account 93
- Health, Safety and Environmental 95
Overall
Applied Inspection Ltd 93 per cent
In comparison with the previous surveys the results are as per the following table:
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 – 88.5%
- 2001 – 88.6%
- 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%
- 2013 – 91.15%
- 2014 – 92.87%
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 2015.