Access Keep Customers Satisfied
Obtaining Customer Feedback is important to any business seeking to continuously improve its service. Access Training use a number of methods to gain feedback from its customers (learners and employers), and other stakeholders. For the last 7 years we have used a series of customer questionnaires which are analysed and an Annual report is produced to show satisfaction ratings, trends and areas for improvement.
Malcolm Armstrong (Managing Director) explains “I personally review every questionnaire that is returned and ensure we follow up any concerns raised on an individual basis. Thankfully, concerns are few and far between, and I seem to spend more time handing out praise to staff for compliments given”.
In previous years we have been able to establish areas where we need to improve and have taken actions to do just that. Improvements to our ICT and social facilities for learners, our approach to selecting apprentices, and initial assessment practices have all been targets for improvements as a result of previous feedback and subsequent reports have confirmed actions have been effective.
This years report was based on feedback taken from 143 returned questionnaires (including 58 from employers).
Overall satisfaction ratings for learners and employers are as follows:
Access Training will be looking to address areas where our Customer Survey suggests improvements can be made, and will continue to seek and respond to customer feedback. A full copy of our 2006/7 customer survey can be downloaded by clicking on download file
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