The 2016 BAB Client Survey



A sample of 300 clients were selected at random from a population of almost 2,000 clients that had completed their ISO certifications. Clients were contacted on our behalf via telephone interviews administered by Lake Market Research throughout March 2016.

The majority (67%) of clients contacted were classed as ‘Small’ (0-20 employees), had achieved ISO 9001 as their sole standard (59%) and were ‘established’ (76%).

Why BAB?

Whilst the majority of our clients find us via a Google Search (58%), over a quarter (26%) of clients come to us upon recommendation. Clients say the chose us based upon our competitive pricing (37%), reputation (39%) and the quality of service offered (39%).

Overall satisfaction

Clients were asked to rate their overall satisfaction with BAB on a scale from 1 – 10, where 10 is totally satisfied and 1 is totally dissatisfied. Of the 300 respondents, 67% rated their satisfaction as 9 or 10, 29% at 7 or 8, and just 4% rated 6 or below.

Of the clients that scored 8 or above, reasons for high satisfaction included (among others): the advice and knowledge given (45%), general high quality service (31%), and quality of the Auditor (19%). Of those scoring 7 or under, clients stated ‘clearer communication’ (33%), ‘more consistency in Auditors’ (21%) and ‘more regular contact’ (17%) as aspects for further improvement.

Satisfaction with pre-defined service elements

Aside from overall satisfaction, clients are also asked to rate their satisfaction with different elements of the service. Whilst satisfaction remains high across the board, there were some reductions in satisfaction when compared with 2015 results (see Chart 1). Significant reductions are apparent in terms of ‘convenience of appointments’, ‘quality of information provided by the Centre Team’, and ‘clarity of what is required of the customer’.

The full report for our 2016 Client Satisfaction Survey, including results and client feedback will follow in the next few days.

To find out why we have a 99% recommendation rating, head over to our Feefo page!


Free Introduction to ISO 9001 course






start course

Related Articles

  • The Ultimate Guide to ISO 14001

    Not sure why ISO 14001 is right for you? We've put together the ultimate guide to ISO 14001 to answer commonly asked questions about the popular standard.

  • BAB Adds OHSAS 18001

    Following a rigorous audit process, the British Assessment Bureau is now UKAS accredited for the OHSAS 18001 standard, in a number of industry sectors!

  • ISO 9001:2015 Moves Forward

    In January 2013 we announced that ISO were revising their most well known standard – ISO 9001 – with an anticipated launch date of September 2015.