UKAS Customer Satisfaction Survey 2016 CSS Results.pdfassessment team prepared well for your visit?...
Transcript of UKAS Customer Satisfaction Survey 2016 CSS Results.pdfassessment team prepared well for your visit?...
How satisfied are you with UKAS’ overall service to your
organisation over the last year?
27%
60%
7% 6%
Very satisfied Satisfied Dissatisfied Very dissatisfied
In the experience of your organisation how does last year's
service compare with the previous year?
0%
14%
68%
14%
4%
Strongly improved Improved No change
Worsened Strongly worsened
Over the last twelve months, how satisfied are you that UKAS
understood your business needs?
28%
62%
7% 3%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that UKAS
staff were easy to make contact with?
28%
55%
7% 10%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that UKAS
generally responded to your needs in a timely manner?
17%
62%
4%
17%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that UKAS
handled your pre-visit arrangements well?
28%
62%
10%
0%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that your
assessment team prepared well for your visit?
48%
52%
0% 0%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that your
assessment team conducted visits well?
55% 45%
0% 0%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that your
assessment team had the right skills and knowledge?
66%
34%
0% 0%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that your
assessment team had the right attitude?
62%
35%
3% 0%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that the
application of the accreditation requirements was consistent
with the previous year?
44%
52%
0% 4%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that UKAS
handled your improvement actions promptly?
31%
38%
20%
11%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that UKAS
handles your technical enquiries well?
36%
50%
7% 7%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied that UKAS handled
your administrative enquiries well?
25%
61%
11%
3%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfies are you that UKAS
handled your invoicing and related enquiries throughout the
year conveniently and efficiently?
27%
71%
4% 4%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied that UKAS handled
your extension to scope requests promptly?
22%
56%
5%
17%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Over the last twelve months, how satisfied are you that UKAS
was effective in promoting awareness of accreditation and of the
UKAS brand?
15%
78%
7% 0%
Very satisfied Satisfied Dissatisfied Very dissatisfied
Reflecting on the last 12 months' experience of dealing with
UKAS, how satisfied are you that UKAS provided value for
money?
12%
52%
24%
12%
Very satisfied Satisfied Dissatisfied Very dissatisfied