UKAS Customer Satisfaction Survey

Results from Quarter 4 – 2009/10The results are shown as a percentage of the total responses

How satisfied are you with UKAS’s overall service to your organisation over the last year?

05

101520253035404550

very s

atisfie

d

satisf

ied

dissatis

fied

very d

issatis

fied

Q4 2009/10

In the experience of your organisation how does last year’s service compare with the previous year?

0

10

20

30

40

50

60

stro

ngly

impro

ved

impro

ved

no ch

ange

worse

ned

stro

ngly

worsen

ed

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS understood your business needs?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS staff were easy to make contact with?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissa

tisfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS generally responded to your needs in a timely manner?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS handled your pre visit arrangements well?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS assessment team prepared well for your visit?

05

101520253035404550

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS conducted the visit well?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS assessment team had the right skills and knowledge?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS assessment team had the right attitude?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS application of the accreditation requirements was consistent

with the previous year?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS handled your improvement actions promptly?

05

1015202530354045

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS handled your technical enquiries well?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS handled your administrative enquiries well?

0

10

20

30

40

50

60

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS handled your invoicing and related enquiries efficiently and

conveniently?

0

10

20

30

40

50

60

70

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS handled your extension of scope requests promptly?

05

1015202530354045

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS was effective in promoting awareness of accreditation and the UKAS

brand?

0

10

20

30

40

50

60

70

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10

Over the last 12 months, how satisfied are you that UKAS provided value for money?

0

10

20

30

40

50

60

70

very

sat

isfie

d

satis

fied

dissat

isfie

d

very

dis

satis

fied

Q4 2009/10