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.
82 questionnaires were sent out and 16 were returned representing a response of 20%.
Results
Measurement Per Cent
- Booking 92
- Punctuality 92
- Attitude and Appearance 93
- Timescale 90
- Explanation of Test Results 94
- Interim Report 89
- Final Report 86
- Value 92
- Final Account 92
- 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:
Survey Year Booking Punctuality Attitude & Appearance Timescale Explanation of Test Results Interim Report Final Report Value Final Account HSE Overall
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.
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%
- 2015 – 91.06%
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 2016.