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 22 were returned representing a response of 22%.
Results
Measurement Per Cent
- Booking 93
- Interim Report 85
- Punctuality 91
- Final Report 83
- Attitude and Appearance 89
- Value 85
- Timescale 90
- Final Account 87
- Explanation of Test Results 90
- Health, Safety and Environmental 91
Overall
Applied Inspection Ltd 94 per cent In comparison with the previous surveys the results are as per the following table:
Conclusions
An overall Customer Satisfaction measurement of 88% was achieved, although this is a relatively high figure it also Illustrates that the Company has not achieved the stated Quality objective and Quality Target of maintaining the level of customer satisfaction at 89% or above.
The actual figures before rounding to the nearest whole number are:
- 2010 – 93.36%
- 2011 – 90.18%
- 2012 – 91.70%
- 2013 – 91.15%
- 2014 – 92.87%
- 2015 – 91.06%
- 2016 – 91.52%
- 2017 – 93.97%
- 2018 – 88.18%
Improvements are continually sought to improve the satisfaction levels of our clients.
The next review of Customer Satisfaction will be carried out late 2019.
Please click here to view the pdf of our 2018 Customer Satisfaction Report.