About the Survey

During early 2012, we commissioned Lake Market Research (LMR) to undertake our latest annual Client Satisfaction Survey. This was in order to help us find out what we do well, and how we can improve, despite already setting the bar high in 2010 with 99% of clients expressing they would recommend us. Now in it's third year, the survey continues to form a key part in the assessment of our primary aim - to be recognised as the most customer focused certification body in our industry.

 

Our Client Satisfaction Survey focuses on the delivery of our ISO certification services, with questions based on 10 of our customers' most highly rated service requirements. Clients were then asked to rate both the importance and satisfaction of these requirements on a 10-point scale. A representative sample of over 200 clients took part in the 2012 survey.

Getting our priorities right

Our survey focused on 10 key client requirements, which respondents were asked to rate in order of priority. This helps us to identify where we need to concentrate our efforts in order to provide our clients with the type of service they want. For most, ‘Clarity of what is required from the client' and 'Professionalism of the Assessor' were clear priorities, closely followed by ‘Communication with the Assessor' and ‘Explanation of ISO standard requirements’.

Understanding these priorities in detail helps us to work harder in the areas that matter most. Respondents told us that all aspects of communication throughout the certification process continue to be of high importance, so we'll be sure to continue to invest time and effort to ensure that your needs are fully met.