The Federation has two significant, key customers and these are the network of UK based Training Centres (Centres) who use our online Apprenticeship certification systems and the Certification Bodies (Bodies) who process Apprenticeship Certification claims, on our behalf.
During March 2015, we ran two online Customer Satisfaction surveys, one for each key customer type, giving them the opportunity to provide us with feedback on our performance and to rate their experience on a number of specific areas of our service provision.
Both surveys were open for a 4 week period and were well publicised on the ACE Website, via regular ACE notifications and an automated pop-up for Training Centres each time they logged into ACE to remind them to complete the survey.
We received an excellent response to both surveys with 811 respondents to the Training Centres Survey and 33 to the Certification Body one. The number of responses to the Training Centres survey is 39% up on last year’s total.
Overall Customer Satisfaction Rates – with the Federation
Both surveys had a question relating to how the respondent rated the level of customer service and support that they received from the Federation. This was on a scale of Exceeded Expectations, Met Expectations, Somewhat Disappointed and Very Disappointed.
- The combined % for Exceeded and Met Expectations for the Training Centres was: 97%
(Exceeded = 12% & Met = 85%)
- The combined % for Exceeded and Met Expectations for the Certification Bodies was: 91%
(Exceeded = 21% & Met = 70%)
These results are a huge 10% up on the results we received, for both Centres and Bodies, for the same question asked in the 2014 survey.
All feedback received is hugely appreciated and we are currently finalising an action list to address any areas where it was identified that there is scope for improvement in the services and support that we offer. This action list will be available on our website in the very near future.
If you have any further questions in the meantime please do not hesitate to contact the ACE Support Team.