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Annual Data - April 2016 to March 2017
UKAS Customer Satisfaction Survey
Customer Satisfaction Survey 2016-17
Overview of the some of the key survey results
Total responses received: 155
0%
100%
51% 46% 39% 40% 36%
54% 54% 50% 51% 60% 62%
56% 52% 54% 57%
35% 51%
58% 56% 59%
39% 37% 41% 39% 30% 27%
31% 33% 28% 22%
% R
esp
on
ses
Customer Satisfaction Survey April 2016 - March 2017
Very Satisfied
Satisfied
Customer Satisfaction Survey 2016-17
How satisfied are you with UKAS’ overall service to your organisation
over the last year?
Responses received: 155
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
1%
13%
51%
35%
Customer Satisfaction Survey 2016-17
In the experience of your organisation how does last year's service
compare with the previous year?
2015-16: 202 responses received
2016-17: 144 responses received
0.0%
20.0%
40.0%
60.0%
Stronglyworsened
Worsened No change Improved Stronglyimproved
1.5%
6.9%
58.4%
31.7%
1.5% 1.4%
16.7%
51.4%
27.1%
3.5%
2015-16
2016-17
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS
understood your business needs?
Responses received: 152
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
4% 9%
56%
31%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS staff
were easy to make contact with?
Responses received: 152
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
3% 7%
51%
39%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS
generally responded to your needs in a timely manner?
Responses received: 151
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
6% 12%
54%
28%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS handled
your pre-visit arrangements well?
Responses received: 153
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
1% 8%
54%
37%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that your
assessment team prepared well for your visit?
Responses received: 153
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
0% 3%
46%
51%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that your
assessment team conducted visits well?
Responses received: 152
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
0% 4%
40%
56%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that your
assessment team had the right skills and knowledge?
Responses received: 153
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
0% 5%
36%
59%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that your
assessment team had the right attitude?
Responses received: 153
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
0% 3%
39%
58%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that the application of
the accreditation requirements was consistent with the previous year?
Responses received: 141
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
1% 7%
50%
41%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS handled
your improvement actions promptly?
Responses received: 151
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
5% 11%
52%
33%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS handles
your technical enquiries well?
Responses received: 135
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
3% 4%
54%
39%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied that UKAS handled your
administrative enquiries well?
Responses received: 141
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
1%
10%
60%
30%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS handled your
invoicing and related enquiries throughout the year conveniently and efficiently?
Responses received: 141
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
4% 6%
62%
27%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS handled
your extension to scope requests promptly?
Responses received: 96
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
7% 14%
57%
22%
Customer Satisfaction Survey 2016-17
Over the last twelve months, how satisfied are you that UKAS was effective
in promoting awareness of accreditation and of the UKAS brand?
Responses received: 135
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
1% 5%
72%
21%
Customer Satisfaction Survey 2016-17
Reflecting on the last 12 months' experience of dealing with UKAS, how
satisfied are you that UKAS provided value for money?
Responses received: 132
Very Dissatisfied Dissatisfied Satisfied Very Satisfied
7%
25%
61%
7%
Thank you
