About the Survey

During early 2011, we commissioned Lake Market Research (LMR) to undertake our annual client satisfaction survey, to help us find out what we do well and how we can improve, despite setting the bar high in 2010 with 99% of clients expressing they would recommend us.

Our client satisfaction survey focuses on the delivery of our ISO certification services, with questions based on 11 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 2011 survey.

Getting our priorities right

Our survey focused on 11 key client requirements and respondents were asked to rate them 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 clients, ‘Communication with the Assessor' and 'Feedback from Audits' were clear priorities, closely followed by ‘Clarity of what is required from the client' and ‘Professionalism of the Assessor’.

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