Customer Survey Results 2018

Welcome to this summary of our 2018 customer survey. A summary of the responses you provided in May 2018.

Our customers are at the centre of everything we do and it is great to see you’ve indicated some good progress in a number of areas. I am lucky to have a very special team here who continue to strive to provide you with the premium and value added services you’d expect. They are also driven to look for opportunities to continuously improve what we do and to that end we are investing further in the business to ensure we stay at the cutting-edge across the different services we offer.

I was also really touched by the thought that you put into referencing the special work that many of our team do to support our customers and thank you for your specific praise of individuals in my team. As always we welcome your feedback, on anything, to the team or directly to me – we want to know what we could do better and what we do well!

Best wishes,

Jon

Jon Gibbard, NCEC Director.

Overall Satisfaction

In the last 24 months we have introduced an NPS (Net Promotor Score) matrix to our surveys. This industry standard survey methodology tests how you perceive our service by asking how

likely you might be to recommend our products and services and through supplementary questions gives us visibility of areas of improvement year on year.

This year saw a fantastic increase of 19 points from responses to the same question last year and gives us a good baseline for measuring and maintaining our own performance.

We are introducing this question across various methods of feedback in order to gather a holistic view of how well we’re meeting your expectations. So look out for this and please continue to

respond.

This improvement is also reflected when we review how you scored in regard to satisfaction. Over 96% of respondents gave a score of 7 or above in regard to overall satisfaction – with 67% scoring an

impressive 9 or 10.

We have seen the greatest improvement in relation to your satisfaction with our technical knowledge (a 27% improvement) and in dealing with enquiries (a 16% improvement).

We are happy that this reflects that the investments and that recruitment within our Regulatory; Customer Service; and Emergency Response teams is delivering the improvement in service that we

had hoped

96%of respondents scored 7/10 or

above.

Quality and Value

…of respondents scored our quality as excellent or above average88%

85%

4%

4%

28%

38%

11%

69%

58%

89%

Solutions to meet all requirements; For EmergencyResponse -

Solutions to meet all requirements; For CrisisManagement -

Solutions to meet all requirements; For RegulatoryCompliance -

0 to 6 7 & 8 9 & 10

….of respondents consider us to be a valued or highly valued partner to their business.

We're pleased to see a significant increase in scores of 9 and 10 out of 10 regarding our ability to meet all your requirements. Collectively our score has increased from 45% last year to 70% this year.

The largest increase has been within regulatory compliance, moving from 35% scoring 9/10 out of

10 last year to 89% this year.

This reflects that the work we’ve done to develop our product area for poison centres, and the

investment within our regulatory team to wider support REACH and SDS authoring over the last 12 months has better supported our customers where

they need it.

The role of NCEC and the definition of value

As part of our feedback it’s important that we understand not only that we are of value and supporting our customers in in all their requirements but what

that definition of value is to you. As with last year - our emergency response offerings, both in regard to 24/7 availability and multilingual response are of the highest ranked importance.

Regulatory information is again more prominent this year, both in regard to importance when creating value to an organisation but also in regard to what

you would like to be informed about moving forward.

Where do you consider NCEC to be a valuable partner

19% …of respondents would like to access information though our website…

Our website hosts a huge range of resources that have been created through our specialist experience of maintaining regulatory compliance and responding

to and resolving incidents over the last 40 years. Our resources include webinars, guidance documents, whitepapers (and much more) and span across

emergency response, crisis management and regulatory compliance. You can view them for free by clicking here.

Adding value and growing our business to better support you

We continue to grow the Emergency Response team and have a number of Emergency Responders in training and to recruit in the second half of 2018 and 2019 calendar years. We have also expanded our regulatory team with two new starters in July.

Following a review of our infrastructure and systems, we have commenced work on a new system to support Emergency Response delivery. The intention of the new system is to enable us to improve both internal processes and also more importantly some new features for our customers such as the ability to access your call reports and see your current call handling instructions. We are working towards go live in 2019 and will be sharing more information with you nearer the time

We continue to update our regulatory guidance documents on global emergency response regulations and poison centres and provide access to this information through expert webinars, speaking slots at industry events and over the next year a number of breakfast briefings

Our Hazmat practitioner’s forum, in it’s 4th year continues to provide fantastic insight to help us develop our public sector services and we plan to run another forum targeting our emergency response customers as we did previously. Please see the link on the right of this page to register your interest for this.

Key Areas of value and interest – what do you want to hear from us most?

NCEC Future planning

Training Topics

Regulatory changes and Information

Upcoming Events and Webinars

So what can you expect from us?

Detail for forthcoming webinars and other events can be found here.

We are investing in and developing our environmental services offering including REACH evaluation and authorisation.

We are building on the success of the Hazmat event for our fire and rescue specialists with new ideas about how to further maximise the value and enjoyment over 100 leading FRS experts and wider stakeholders take from the event

Use the buttons below to register your interest for;

BREXIT – what next for the chemical industry?

Measuring crisis readiness - crisis management & business continuity health checks

Hazmat 2019 - register now