As we begin a new year we would like to take some time to reflect on 2017. Each year the Federation carries out an annual, online survey of its key customers, to collect their views on a number of issues. Such as the operational performance of ACE itself and specifically on their experiences of the support and guidance that you get from both the Federation and individual Certification Bodies.
 

This year’s survey is now available for you to give us your feedback and will remain open until 5pm on Friday 16th March. Previous year’s surveys have had a tremendous response rate and we really appreciate and value all of your feedback. Please do take the time to tell us what you think.
 

By completing the survey in full, you will be entered into our prize draw to win one of three prizes of either £100, £50 or £25 in high street vouchers. Winners will be randomly selected once the survey has closed and winners will be individually contacted. A list of winners will be published, on our ACE website, in due course.
 

It’s that time of year again!

 

Each year the Federation carries out an annual, online survey of its key customers to get their views on a number of issues such as the operational performance of ACE itself and specifically to get feedback on their experiences of the support and guidance that they get from both the Federation and individual Certification Bodies.

 

Your feedback is very much appreciated as it helps to inform, direct and improve our customer service and support offer.

 

In previous years we have seen unprecedented levels of responses to our survey and, as one of our key customers, we would very much appreciate if you could take the time to complete this short online survey and give us your feedback on how you think we are doing!

 

By completing the survey in full you will be entered into our prize draw to win one of three prizes for high street vouchers of either £100, £50 or £25. The winners will be randomly selected once the survey has closed and winners will be contacted individually. A list of winners will be published in due course.

 

This year’s survey will close at 5pm on Friday 24th March. If you have any questions in the meantime please do not hesitate to contact the ACE Support Team.

 

In due course we will share the findings from the survey.

 

Many thanks and kind regards

 

The Federation

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 2016, 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 6 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 853 respondents to the Training Centres Survey and 29 to the Certification Body one.  The number of responses to the Training Centres survey is 5% 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: 98%
  (Exceeded =  14%  & Met = 84%)
• The combined % for Exceeded and Met Expectations for the Certification Bodies was: 90%
  (Exceeded = 17%  & Met = 73%)

These results are similar to the results we received, for both Centres and Bodies, for the same question asked in the 2015 survey.

 

If you have any further questions in the meantime please do not hesitate to contact the ACE Support Team.

 

We had an overwhelming response to this year’s Customer Satisfaction Survey with 853 responses. We would like to thank all of you who provided feedback which is vital to our work, often outlining some key projects for the year ahead as we strive to maintain a high level of customer service. We are currently analysing the feedback received and a report will be published here on ACE in the coming months.

 

There were some prizes available for responding to the survey and our congratulations go to:

 

Val Pallister from Lakes College who won the Delonghi Coffee machine and a £25 M&S gift voucher.

 

Winning a £25 M&S gift voucher were:

 

• • Alice Wrotchford from Enabling Development Opportunities
  • Heather Khalsa from Kidderminster College
  • Suzanne Waggett from Expedient Training Services

 

The Hotel Chocolat Easter egg was won by Sandra Riley from University Hospital of South Manchester NHS Foundation Trust.

 

It’s that time of year again!

 

The Federation carries out an annual, online survey of its key customers to collect their views on a number of issues such as the operational performance of ACE itself and specifically to get feedback on their experiences of the support and guidance that they get from both the Federation and individual Certification Bodies.

 

2015 was another busy year for the Federation with 294,000 Apprenticeship Completion Certificates approved and printed across England, Wales and Scotland. Just over 254,000 were for English Apprenticeships and the one millionth Apprenticeship completion certificate is due to be printed from ACE sometime during February 2016.

 

2015 also saw the implementation of, and benefits from, a number of both system and procedural changes on ACE, all of which were driven by feedback from users. Much of this feedback is gained from our annual customer satisfaction survey so your feedback is both very much appreciated and also helps to inform, direct and improve our customer service and support offer.

 

Last year we saw an unprecedented level of responses to our survey and, as one of our key customers, we would very much appreciate if you could take the time to complete this short online survey and give us your feedback on how you think we are doing!

 

Survey link: http://www.smartsurvey.co.uk/s/Z6OYO/

 

The survey will close at 5pm on Friday 25th March 2016. If you have any questions in the meantime please do not hesitate to contact the ACE Support Team using the online ACE Helpdesk.

 

 In due course we will share the findings from the survey.

 

 Many thanks and kind regards,

 

 Federation Team

 

Earlier this year we carried out two surveys of our key customers; Training Centres (Centres) who use our Apprenticeship Certification system and the Certification Bodies (Bodies) who process Apprenticeship Certification claims on our behalf.

 

We were very pleased with the outcome of both surveys and have previously uploaded summary reports for each survey onto our website (see newsfeed dated 5^th June). As we stated in the survey, we value all of the feedback received and do take it very seriously and use the survey results to influence and inform many of our business activities going forward. We will also continue to build on the work that we have been carrying out over the past few years, determined and driven largely by your invaluable feedback.

 

Using the feedback we received in the 2015 surveys, we have compiled an Action List which we would like to share with you. The identified actions, amongst other things, will feed into the work that we will be carrying out over the coming months and we will keep you posted with our progress.

 

Once again we would like to thank all of you who took the time to provide your feedback via our survey. If you have any questions please do not hesitate to contact the ACE Support Team.

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.

 

 

It’s that time of year again!

 

We would very much appreciate if you could take the time to complete our online survey and give us your feedback on your experiences over the last year of the customer service and support that you have had from the Federation, Certification Bodies and the ACE certification process as a whole.

 

Over the past year there have been significant changes made to both ACE itself, with the launch of ACE 2 in April, and associated certification processes. This has included an extensive review of the guidance materials available, development of the online ACE-IT training tool and the launch of the online Helpdesk in November. The majority of the work that has been carried out, over the past 12 months, has been driven by your feedback given to us in previous surveys and through our provider events.

 

We are continually working to improve our systems, processes and enhance our levels of customer service and we need your help to achieve this.

 

Last year we saw an unprecedented level of responses to our survey and, as a regular user of ACE, we would again like to ask for your feedback which is invaluable to us.

 

We would be very grateful if you could take the time to complete this year’s survey, which should take not more than 15 minutes.

 

Survey link: http://www.smartsurvey.co.uk/s/147341CRDHW

 

The survey will close at 5pm on Friday 20th March 2015. If you have any questions in the meantime please do not hesitate to contact the ACE support team using the online ACE Helpdesk.

 

In due course we will share the findings from the survey.

 

Many thanks and kind regards,

 

Federation team

 

 

 

The Federation has recently conducted a survey of the service provided by Certification Bodies when processing Apprenticeship Certification claims. Click to download the Summary report. It will help us all develop the service continuously based on what our customers want.

 

The response rate was around 30% of all ACE users, this 30% were responsible for over 50% of certifications in the past year. Thank you to everyone that took the time to respond, your views are valued in the continuous improvement of the service.

 

The results were positive with overall ‘Good’ and ‘Excellent’ scores. However even with these high scores there were some issues identified for improvement with some Certification Bodies:

 

• Slow response to email / phone calls

• Slow dispatch of printed certificates

• Inconsistency in rejection reasons

• Capture of all rejection reasons

 

Respondents also felt that some Certification Bodies were slow at processing claims, although on further investigation all are well within the 10 working day service agreement (as recorded by ACE).

 

The results of this survey feed directly into our audit process for individual Certification Bodies, and where required specific corrective actions will be put into place by the end of March 2014.

 

Thanks again for your support.