Introduction
This year’s survey used the same questionnaire as the last four years and was sent to a random selection of customers. They were asked to rate our performance on a scale of 1 to 10, where 1 was totally dissatisfied and 10 was totally satisfied.
70 questionnaires were sent out and 30 were returned representing a response rate of 43%.
Results
Overall results for each question expressed as a percentage are as per the following table:
Measurement Per Cent
- Booking 95
- Punctuality 91
- Attitude and Appearance 90
- Timescale 90
- Explanation of Test Results 89
- Interim Report 86
- Final Report 86
- Value 91
- Final Account 90
- Health, Safety and Environmental 91
Overall
Applied Inspection Ltd 90 per cent
Conclusions
The overall Customer Satisfaction measurement is 90 per cent (rounded up), which is the same as last year. An overall Customer Satisfaction measurement of 90 per cent is an extremely high figure and reflects the importance that all staff place on satisfying the requirements of customers. The exact figures since 2000 are as follows:
- 2000 – 88.53%
- 2001 – 88.61%
- 2002 – 89.46%
- 2003 – 89.66%
- 2004 – 89.90%
This illustrates that the Company has achieved the stated Quality Target of maintaining the level of customer satisfaction at 89 per cent or above (Stated in 2004).
The following six areas measured were 89 per cent or above both in the last survey in 2003 and in the current survey (2004):
- Booking
- Punctuality
- Attitude and Appearance
- Timescale
- Explanation of Test Results
- Health, Safety and Environmental
The following two areas measured were down in 2004 compared with 2003:
Interim Report (Down from 88 to 86 per cent)
Final Report (Down from 90 to 86 per cent)
All report formats were reviewed during 2004 and a number of new interim and final report formats were introduced at the end of the year at Burton, and at the beginning of 2005 at Chesterfield and Ossett. The impact of these new report formats will be reviewed during the year.
The following two areas measured were up in 2004 compared with 2003:
- Value (Up from 84 to 91 per cent)
- Final Account (Up from 87 to 90 per cent)
We will continue to seek improvements in value for money and final account for our clients.
The next review of Customer Satisfaction will be carried out late 2005.
Survey carried out by John Morris (QHS&E Manager) during November and December 2004, assisted by Chesterfield office staff Dawn Andrews, Joanne Skinner and Carol Hawkins.