Certification International had a fantastic response to the Client Satisfaction Survey that was recently sent to all certified clients in the United Kingdom and so, as promised, here are the results. The feedback that we received is invaluable and as a result we will be implementing a number of new initiatives that you have asked for, as well as building upon the areas that shone out as winners with clients already.
Question 1: In choosing Certification International, how would you rate the following factors as important in your decision?
Respondents were asked whether ten factors were possible reasons as to why they chose CI as their certification body, but the overwhelming response (over 77%) was because we are UKAS accredited. Approximately the same amount of clients cited value for money and the cost of certification as a reason why they work with us, closely followed by the fact that the CI brand was recognisable and has an existing presence within various industry sectors.
Question 2: How would you rate your level of satisfaction with the following?
As with any company, we need to make sure that what we are doing on a day to day basis is keeping our clients happy, so respondants were asked to rate their satisfaction with various aspects of our service. A large proportion, approixmately 70%, of clients advised that they felt the friendliness of the service that they received from CI was ‘excellent’, with over half of respondents advising that they were very happy with the frequency of contact from us. The most exciting result however was that over 96% of clients were satisfied with their auditor’s ability and level of service, something that we are very pleased to see.
Question 3: What would you like more of?
It’s always important to CI to make sure that we are meeting our clients’s needs and providing enough support or information. Most respondents to this question advised that they would like more information regarding other Standards that they can become certified to, as well as wanting special offers relating to their certification and contract tie-in discounts. Taking all this on board, CI will be making additional efforts to provide clients with this information on a regular basis, as well as put in place new initiatives and schemes for clients to opt into regarding their audit costs. Further details will follow soon.
Question 4: Why do you remain loyal to Certification International?
The overwhelming response to this question was that most clients feel that their relationship with their client manager is why they stay with CI and without doubt, this is something that we are very proud of. However, we are aware that clients have choices and so it was good to see that with 68% of clients were just really happy with the service that they obtained from CI. The third highest response area was our pricing – 56% of respondents advised that this too was a factor that influenced their decision to work with us.
Question 5: How can we improve our service to you?
This was the crucial question – how can we make it better for you, our clients? The responses on this question were split, but still very interesting. The majority (25%) requested a Technical Queries Hotline, something we have been thinking about for a while but did not know if there was a need for. Now that we are aware that this is something our clients would like, this will be implemented and launched very soon. Other requests included flexible payment plans, increased training opportunities and increased CI brand awareness/market presence and we have plans in place already to address these needs. Keep an eye on your Inbox for announcements over the coming weeks.
All respondents of the survey were entered into a prize draw and the winners were picked randomly by CI’s Managing Director Mr John Pymer. The first prize winner of the iPod Nano was Mrs Kelly Buckley, Corporate Assurance Manager with Quicksilva, based in Chippenham. The prize was presented in person by CI’s UK Business Manager Mrs Emma Fawcett-Jones and a full report of the presentation can be found here on Quicksilva’s website.