Centre for Assessment
CFA decided to use the survey to get an accurate picture of how our customers perceive us and our services and products. Completing the survey questionnaire ourselves before the survey was launched also gave us a good insight in to our own perception of how our customers perceive us and how accurate /inaccurate our perception is. The survey has given us a shopping list of our customers needs, how they feel about us, what we do well, what we don’t do so well and what we need to do to improve our services. We have implemented a number of things as a direct result of the feedback we received from clients through this process. For example, we have introduced client focus meetings, amended and improved our client care letters and also improved our website to make it more informative and easier to navigate. We have already repeated the process after a year since it is a priceless tool for improvement. It was really motivational for our staff too since our scores had improved.
Joanne Breen, Certification Manager, Centre for Assessment Ltd