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...How do we measure up? EAL customer satisfaction survey Customer feedback report October 2012


Introduction Introduction EAL is dedicated to continuously providing excellence for our customers and your views are important to us. We are pleased that so many customers responded to our survey this year, providing us with a wealth of information. Particularly, you have helped us to identify: • what things are important to you • how satisfied you are with our products and services • the impact of what we do • how we measure up against other organisations • where we can improve further. This report presents the key findings of the EAL Customer Satisfaction Survey 2012.

Background EAL’s customer satisfaction survey was carried out independently in April 2012 by the UK’s leading customer satisfaction specialist, The Leadership Factor. We received responses from 279 EAL customers, representing the full mix of our business from the engineering (188), building services (84) and energy/utilities (7) sectors. Respondents also represented the wide spread of customers from private training providers and colleges to employers – from the UK and some from overseas. To allow for benchmarking and monitoring progress EAL carries out an independent measure of customer satisfaction levels every two years, with the last survey conducted in 2010.


...closer toindustry ...next steps The survey has shown advances across the board, and we will continue to build on the positive feedback we have received to further enhance EAL products and services for our customers. We also know there are some areas that have more room for improvement. We have therefore developed a satisfaction improvement action plan that targets your key priorities. In particular we will be working to: • improve the ease and effectiveness of our administration systems • improve our ability to solve your problems and queries • work with you to ensure our qualifications are fit for purpose • keep you better informed • improve our online examinations service. We would like to keep you updated with our progress, so don’t forget to visit www.eal.org.uk where you can sign up to receive our weekly Spotlight news and quarterly InTouch e-magazine.

Thank you to all our customers who participated in this year’s customer satisfaction survey and those that are working with us to make on-going improvements. EAL welcomes customer feedback at any time and not just during survey periods. You can send your views to Customer Services via email: customercare@eal.org.uk or Tel: +44 (0)1923 652400.


Introduction Introduction EAL is dedicated to continuously providing excellence for our customers and your views are important to us. We are pleased that so many customers responded to our survey this year, providing us with a wealth of information. Particularly, you have helped us to identify: • what things are important to you • how satisfied you are with our products and services • the impact of what we do • how we measure up against other organisations • where we can improve further. This report presents the key findings of the EAL Customer Satisfaction Survey 2012.

Background EAL’s customer satisfaction survey was carried out independently in April 2012 by the UK’s leading customer satisfaction specialist, The Leadership Factor. We received responses from 279 EAL customers, representing the full mix of our business from the engineering (188), building services (84) and energy/utilities (7) sectors. Respondents also represented the wide spread of customers from private training providers and colleges to employers – from the UK and some from overseas. To allow for benchmarking and monitoring progress EAL carries out an independent measure of customer satisfaction levels every two years, with the last survey conducted in 2010.


Our online examinations continue to be of increasing importance and showed the highest increase in importance since 2010.

Overall satisfaction

...what matters the most Customers were asked to rate the factors that are most important to them. By doing so we are able to focus on those things that matter. The results showed that once again EAL’s external verification service and the accuracy of our certificates are the most important factors. This is closely followed by EAL’s: • ability to solve problems • understanding of industry • registration system being easy to use • qualifications being fit for purpose.

...in excellent company You told us you are very satisfied with our services and overall EAL’s customer satisfaction level is now 86.3%. This means we remain in excellent company, in the top quartile of the UK-wide Customer Satisfaction Index™.

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Easy to work with and efficient Our EV is excellent Excellent qualifications

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Overall customer satisfaction scores

10

External verifiers applying consistent standards

9.0

Accuracy of certificates

9.2

Ability to solve problems

9.3

The degree of rapport you have with an external verifier

9.1

Having clear points of contact

8.6

Expertise of external verifier

9.0

Understanding your industry

8.6

Ease of candidate registration

8.5 8.6

The range of qualifications offered being fit for purpose

8.7

Keeping you informed about issues you have raised 8.3

Value for money

8.2

Effectiveness of administration systems

9.2

Speed of the certification process 8.9

Effectiveness of the Centre Approval process 8.3

Informing you about changes to processes

8.8

Informing you about qualification updates/new products 8.3

The usefulness of learner assessment and recording materials Effective scheduling of online exams The quality of learner assessment and recording materials The online examination facility Quality of training for assessors

’’

8.0 8.1 8.2 8.4


...closer toindustry Engineering

Building services engineering

...the trend is up

...the favourite

Since our last survey in 2010, our engineering customers told us we have improved in most areas, and EAL’s overall satisfaction score has increased. We are pleased that our customers are particularly satisfied with the factors that are most important to you, namely EAL External Verifiers and Certification Services, and that all areas scored in the range of 8-9.4 (out of a possible 10).

Our customers in the building services (and energy/ utilities) sectors told us we are their best performing awarding organisation.

...improvements We are also encouraged to see that some areas have significantly improved over the last two years. EAL’s ability to keep you informed about qualification updates, understand your industry and provide you with a range of fit for purpose qualifications are factors that have seen the biggest increases in satisfaction since 2010.

and more ‘‘ Helpful straightforward than other awarding organisations ’’ an excellent service ‘‘ Simply provider ’’ One stop shop for quality ‘‘ qualifications that suit business needs ’’

...what makes us the best? Customers are most satisfied with their External Verifier, the speed and accuracy of EAL’s certificates and our centre approval processes – with scores for these factors ranging from 8.8 to 9.1 (out of a possible 10).

Energy and utilities

...loyal recommendation Customers representing the energy/utilities sectors are particularly satisfied with the quality and usefulness of EAL’s assessment and recording materials. In addition, high satisfaction levels were recorded for the accuracy of our certificates and the effectiveness of our centre approval process. Our energy/utilities customers are more likely to recommend EAL to others, with a high mean score of 8.71. Almost a third of respondents from this sector gave a score of 10, the highest score possible.


Telephone: +44 (0)1923 652400 Fax: +44 (0)1923 652401 Email: customercare@eal.org.uk

www.eal.org.uk

EAL (Excellence, Achievement & Learning Limited) is registered in England and Wales (02700780). Registered office: 14 Upton Road, Watford, Hertfordshire WD18 0JT.


EAL Customer Satisfaction