2011 Quality Survey

Overview

The results of our 2011 Quality Review are summarised below.  108 returns were received from 304 questionnaires - a response rate of almost 36%.  Results from the previous Review are provided in brackets.

The questionnaire asked the reader to indicate, on a scale of 1-5, how strongly they agreed or disagreed with a series of statements regarding different areas of our business.  The higher the score, the better the view of our performance.  The graphs below show the average scores achieved in each category and the overall rating for the business area.

Directors & Staff

48% (38%) of respondents gave maximum marks (25 out of 25), reflecting a high regard for our Directors and Staff.  Our overall satisfaction rating for this area was 92% (91%), maintaining the performance achieved in the previous 8 years of our Reviews.

 Advice

Our advice continues to be highly valued by our clients, with an overall satisfaction rating of 90% (88%).  33% (29%) of respondents gave us maximum marks.

Administration Service

35% (26%) of respondents gave us maximum marks and we achieved an overall satisfaction rating of 90% (89%).  These scores are testament to the administration team’s commitment to the provision of an outstanding service.

 
Comments

Amongst the comments received were “an exemplary service”, “one of the best operations I have ever had dealings with”, “the service has been superb”, “always do what they promise”, “an excellent standard” and “first class professional service”.

We also recognize that there are areas for us to continue to work on, most notably demonstrating value for money, and as one client commented, “the team is always looking for ways to improve”.