2004 survey; Applied Inspection Limited

Customer Satisfaction Survey 2004

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.

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Head Office: Applied House Old Colliery Lane Holmewood Chesterfield Derbyshire S42 5RB Location Map Tel: +44 (0)1246 851864 Fax: +44 (0)1246 852243	Northern Office: Unit 8, Longland Industrial Estate Milner Way Ossett, Nr Wakefield West Yorkshire WF5 9JE Location Map Tel: +44 (0)1924 270006 Fax: +44 (0)1924 565113	Midlands Office: Bridge House Bond Street Burton-on-Trent Staffordshire DE14 3RZ Location Map Tel: +44 (0)1283 515163 Fax: +44 (0)1283 539729

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