Friday 11 April 2014
To fit in with the new NCFE brand, our customer feedback programme has had a makeover, and we thought celebrating 12 months of ‘Use Your Voice’ would be a great time to introduce the new look to you!
If you don’t know, Use Your Voice is your way of letting us know what we’re doing well and what we can do better to improve your experiences with us.
Over the past year, we’ve been sending surveys after you’ve experienced approvals, quality assurance and training. A huge 50% of these have been responded to and you’ve also been completing certification feedback cards as well as an online pop-up survey to tell us what you think of our website. We can’t thank you enough!
You Said – We Did!
72% of survey respondents found approvals EASY but also gave us some ideas on how we could make the process even easier so we've:
- reduced the turnaround time for additional product approvals from 5 days to 3
- introduced our brand new online approvals facility, where you can check you meet our criteria, choose your products and submit your application all in 3 easy steps!
99% of respondents have been happy with their quality assurance experiences and said they either met or exceeded expectations. This is great, but we’re still working closely with our quality assurers to see if there’s more we can do to make this important part of your journey with NCFE even better!
87% of respondents claimed certificates online and 63% said, even with our 1 day turnaround, the speed of receiving them exceeded expectations. But, we’ve still been carrying out lots of online certification webinars and included handy checklists with certificate batches to help you get the best out of your claims.
The top words used to describe how attendees felt after our training events were:
Informed, Confident, Motivated, Inspired, Positive
And we’ve now added more to choose from with our ‘Introduction to NCFE’ events and Invigilation Training.
34% of website users reported they found it difficult to navigate and to find what they were looking for! This isn’t the kind of experience we want to give you, so we’ve done lots to try and fix it including:
- amended ‘Contact Us’ pages to help you more easily get in touch with the right person first time
- improved the look and functionality of search facilities, including Qualification Finder
- re-instated the previously withdrawn links to documents in search results
And we aren’t done yet! We’re continuing to work on improving the overall look, feel and usability of the website and hope to introduce comprehensive FAQs and a LIVE Web Chat facility in the near future.
We’re all ears for even more of your feedback, so we can give you the best possible service!
But you don’t have to wait to receive a survey to tell us what you think. You can email [email protected] any time or if you’d like to arrange a visit from our Customer Insight Officer, Shelley, to talk through your challenges and what your ideal NCFE experience would be, please email [email protected].