The questionnaire was designed to ascertain 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.
136 questionnaires were sent out and 46 were returned representing a response rate of 35%.
Overall results for each question expressed as a percentage are as per the following table:
Measurement Per Cent
- Booking 92
- Punctuality 91
- Attitude and Appearance 93
- Timescale 94
- Explanation of Test Results 92
- Interim Report 90
- Final Report 93
- Value 92
- Final Account 91
- Health, Safety and Environmental 93
Applied Inspection Ltd 92 per cent
The overall Customer Satisfaction measurement is 92 per cent (rounded down), which is an increase of 2 per cent on last year. An overall Customer Satisfaction measurement of 92 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%
- 2005 – 90.09%
- 2006 – 92.69%
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).
In the period between the last survey and this one there have been improvements in all areas of between one and five per cent.
Improvements are continually sought to improve the satisfaction levels of our clients.