Customer Satisfaction survey


At NCFE, service really does matter to us and we're committed to making your experience as an NCFE customer the best ever.

 

Every year we carry out a customer satisfaction survey to get your feedback on how well we're delivering the service you need.  We've just started work on this year's survey and pretty soon you might be asked to give your views.

How it works


As in previous years, the survey will be carried out by The Leadership Factor Ltd. They'll get in touch with 220 customers chosen at random and ask them to take part in a short telephone interview. If they do get in touch with you, it'd be great if you could spare about 15 minutes to take part. 


How your feedback will be used

In July we'll receive a report which will provide us with overall satisfaction ratings and priorities for improvement.

 

We'll use this feedback to make improvements in the way we work with you. If you have any particular points that you'd like us to respond to, please feel free to raise them as part of the interview and, with your permission, we'll contact you to follow this up.

Got something to say?

Even if you're not contacted as part of the survey, you can email feedback@ncfe.org.uk with your comments or suggestions at any time, or just pick up the phone and tell us!

What we've done since last year's survey

Even though we received our best ever satisfaction score of 86.6% last year, we haven't been resting on our laurels - these are some of the improvements we've made as a result of what you said in last year's survey:

 

  • we've reduced our published certificate turnaround time from 15 to 10 working days. We're currently getting certificates ready for despatch within 1 working day and are confident we can maintain exceptional turnaround times throughout the busier summer months
 
  • we've been working hard to move our NQF qualifications across to the QCF and have been sending regular emails to keep you informed about any changes. You can keep up to date by looking at our qualification news pages here and even sign up to receive alerts when information changes

  • you can now view candidate results online and manage Unique Learner Numbers (ULNs) on the Portal. We've also proactively supported centres in using the new Diploma Aggregation Service (DAS)

  • we now send regular registration to certification summary reports which show where you haven't yet claimed certificates to make sure you're maximising funding opportunities

 

 

 

  • and finally, it's still easier than ever to contact NCFE. Every single customer has a dedicated Centre Support Assistant and we aim to pick up the phone within 2 rings!

 

For more information about customer satisfaction please contact Hilary Whitaker, Service Excellence Manager on 0191 239 8035 or email hilarywhitaker@ncfe.org.uk.