Introduction
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.
200 questionnaires were sent out and 58 were returned representing a response rate of 29%.
Results
Overall results for each question expressed as a percentage are as per the following table:
Conclusions
The overall Customer Satisfaction measurement is slightly down on last year. An overall Customer Satisfaction measurement of 91.45 per cent is still 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%
2007 - 91.45%
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 no areas and falls in Punctuality, Attitude and Appearance, Timescale, Explanation of Test Results, Interim Report, Final Report, Health, Safety and Environmental. However, the levels remain extremely high with no areas below 89%.
Improvements are continually sought to improve the satisfaction levels of our clients.
The next review of Customer Satisfaction will be carried out late 2008.
The survey was carried out by John Morris (QHS&E Manager) during November and December 2007, assisted by Chesterfield office staff Dawn Andrews, Carol Smallwood and Louise Mallender.
