LRQA receives 98% customer satisfaction rate for assessor competency, professionalism, and supporting clients’ continual improvement
12/02/2011
Valuable customer feedback helps to fuel our continual improvement.
LRQA is proud to report the results from our Visit Satisfaction Survey (VSS) report in which our customers have again given high marks for service delivery and overall experience working with LRQA. These latest results are based on a rolling 12 month average on key metrics in several categories, providing a holistic view of our operational performance and areas for improvement.
Kunden Dhillon, Vice President of Client Care says “Based on client feedback received through the VSS over the past year, several process improvement projects were initiated to increase satisfaction in the areas of: ease of communication with LRQA representatives, efficiency of the invoicing process, and timeliness of certificate delivery."
The latest statistics show the following results:
• 98% satisfaction on competent professional approach from assessors
• 98% satisfaction on assessors supporting client continual improvement efforts
• 96% satisfaction on timeliness of receiving certificates
• 96% satisfaction with invoicing process
• 95% satisfaction on consistency between assessors
• 93% satisfaction on ease of communication with office
• 90% satisfaction on scheduling dates for visits
LRQA’s electronic, internet based VSS was launched in October of 2006, and has become a key driver for reevaluating internal processes and increasing efficiencies throughout our operations. LRQA welcomes all feedback whether positive or negative, as an opportunity for us to reflect on what is working well and focus on performance improvement where lower scores are received.
“LRQA’s Client Service Department has been refocused and reorganized with the sole purpose of providing heightened levels of customer service to our clients,” says La’Dwan Garret, LRQA North American Client Services Manager. "We all work as one team, with a client centric approach and a goal of excellence in service delivery. I am optimistic that we are moving in a direction that will allow clients to see the positive benefits of these changes.”