EMPLOYER SURVEY 2011
SCOPE AND PURPOSE OF THE SURVEY
The reasoning behind the survey was to obtain feedback from a representative selection of our employer customers regarding their perception of the quality of the service they have received from us, thereby enabling us to assess our performance and maintain, and where appropriate improve, our standards. As a customer-focused organisation, quality is of interest to the entire team at The EDF, not just to the management.
Evidence of our diligence in obtaining customer feedback is also a contributory factor in our achieving accreditation under the aegis of the Matrix Standard, which is recognised as proof of consistent high levels of quality in training provision.
Regarding customer satisfaction, we asked these questions:
1) Did you receive an effective and efficient service from us?
2) Did our service meet your needs?
3) Was the information you received relevant to your needs?
4) Were you given the name of the EDF member you were dealing with?
5) Where necessary, were you given the name and contact details of another contact?
6) Did our written correspondence advise you about all methods of contacting The EDF?
7) Did you find our service easy to access?
Each question was scored on a scale of 0 -10 (10 high).
TRAINING SURVEY ANALYSIS 2011
| Customer organisations contacted | 10 | 100% |
| Customer organisations accessing apprentice training | 10 | 100% |
| Customer organisations accessing other training | 3 | 30% |
We have therefore based the results on a total of 70 questions.
SATISFACTION SURVEY
| Responses scoring 8 or higher | 70 | 100% |
| Responses scoring 10 | 24 | 34% |
| Responses scoring 5 or lower | 0 | 0% |
A survey conducted in Sussex of Action for Business Colleges (A4BCs) indicated an average satisfaction index of 75%.
In a previous survey we enquired of employers whether they had any means of quantifying or measuring the impact of training on their businesses. None of them employed any such methods, and it is evident that this is still the case.
RESPONSE MEAN AVERAGE SCORES PER QUESTION (10%)
2010 2011
| Did you receive an efficient and effective service from us? | 90 | 90 |
| Did our service meet your needs? | 90 | 91 |
| Was the information you received relevant to your needs? | 90 | 91 |
| Were you given the name of the EDF member you were dealing with? | 94 | 96 |
| Where necessary, were you given the name and contact details of another contact? | 96 | 96 |
| Did our written correspondence advise you about all methods of contacting The EDF? | 94 | 96 |
| Did you find our service easy to access? | 94 | 96 |
| Total mean average score (%) | 93 | 94 |
SUMMARY/CONCLUSIONS
- Comparison of successive surveys indicates that we have achieved a
modest but significant improvement in our levels of customer satisfaction
- The improvements are consistent despite variances in the number of
customers contacted in successive surveys
3. We obviously don’t intend to rest on our laurels, and will be aiming for
continuous improvement in our satisfaction ratings
- Involving our customers directly in our quality process is definitely of mutual
benefit
Home