EITI measures customer
satisfaction using a standard feedback form. Our scores
for customer satisfaction for last year are shown below.
January
- June 2003
540 forms were sent to customers
during the first half of 2003, asking customers to
rate the following five aspects of EITI’s service
as either excellent, good, fair or poor:
• EITI's professionalism and
general approach to assignments
• the ability to
meet deadlines and
delivery schedules
• the reliability of
advice and information given to customers
• the understanding of
customers' needs and wishes
• the overall helpfulness and
friendliness of EITI personnel.
Results
|
| |
EXCELLENT |
GOOD |
FAIR |
POOR |
| |
|
|
|
|
| Overall rating |
% |
% |
% |
% |
| |
|
|
|
|
| Professionalism |
91 |
9 |
0 |
0 |
| |
|
|
|
|
| Deadlines |
95 |
5 |
0 |
0 |
| |
|
|
|
|
| Reliability |
94 |
6 |
0 |
0 |
| |
|
|
|
|
| Understanding |
94 |
6 |
0 |
0 |
| |
|
|
|
|
| Helpfulness |
96 |
4 |
0 |
0 |
|
August - December 2003
EITI introduced a new feedback from
in August 2003, which asked customers how strongly they agreed
or disagreed with the statements below. 365 of these forms
were sent out during the second half of the year.
A. Everyone
I spoke to at EITI was straightforward, knowledgeable and
friendly.
B. The
people at EITI understood my requirements and were able to
fulfil them.
C. All
of the information given to me by EITI was accurate and reliable.
D. Overall,
using EITI’s service was a simple and hassle-free process.
Results
| |
STRONGLY |
|
SLIGHTLY |
SLIGHTLY |
|
STRONGLY |
| |
AGREE |
AGREE |
AGREE |
DISAGREE |
DISAGREE |
DISAGREE |
| |
% |
% |
% |
% |
% |
% |
| |
|
|
|
|
|
|
A |
68 |
32 |
0 |
0 |
0 |
0 |
| |
|
|
|
|
|
|
B |
71 |
26 |
3 |
0 |
0 |
0 |
| |
|
|
|
|
|
|
C |
74 |
26 |
0 |
0 |
0 |
0 |
| |
|
|
|
|
|
|
D |
71 |
26 |
3 |
0 |
0 |
0 |
|
|
