EAL Customer Satisfaction Survey results 2025

The results of the 2025 Customer Satisfaction Survey are in, and we’d like to thank everyone who took the time to participate. The feedback we receive from our customers is truly invaluable, and it continues to shape the ways we support our providers and their learners.

We were pleased to hear from 391 customers interviewed over the phone and online – the most we have ever interviewed. We’re glad that our community is growing stronger than ever.

You rated us a Net Promoter Score of 42.3 and 82.7% on the Customer Satisfaction Index. Plus, 85.7% of customers said that EAL’s performance this year was better than, or the same, as other awarding organisations.

The three words most used to describe EAL within this survey were “professional,” “helpful,” and “supportive” – a reflection of the strong relationships we strive to build with our customers.

Delivering value for our customers

Your feedback highlighted several areas where we’re delivering real value:

• EQA support. Customers praised the expertise, guidance, and the support and rapport from our EQA specialists.
• EAL EPA team. Customers were most satisfied with receiving appropriate levels of support and guidance from the EPA team.
• Technical advisors. Customers appreciated the access to expertise from a dedicated Technical Advisor.

At EAL we pride ourselves on our customer service, ensuring we keep users informed with any issues raised, and being able to solve problems.

While the feedback was largely positive, customers also identified key areas for improvement:

• Digital certification. Some customers experienced delays and usability issues with the new Certify platform.
• Online Services platform. Customers described the process for registering and certifying learners as complex and time-consuming.
• Communication. Customers also asked for clearer, more timely updates about changes to processes and qualifications.

Our commitments for 2025 and beyond

We’ve reviewed the results of our customer survey carefully, and have formulated a plan of action so we can improve on the key issues respondents raised. Here’s what we’re doing next:

1. Improving the Certify platform

• Streamlining navigation and improving search functionality
• Reducing turnaround times for issuing certificates
• Providing downloadable guides and training for centres new to the platform.

2. Enhancing the Online Services experience

• Simplifying the registration and certification process
• Introducing bulk upload features and clearer workflows
• Reducing errors through better interface design and validation.

3. Strengthening communication

• Launching targeted, subject-specific updates and newsletters
• Hosting webinars and Q&A sessions to explain key changes
• Ensuring EQAs and Customer Experience staff are fully briefed to support you.

4. Investing in Customer Support

• Expanding our Customer Experience team to improve response times
• Providing additional training to ensure consistent, high-quality service
• Keeping you updated on the status of your queries, issues, and complaints.

We remain committed to continuous improvement and to ensuring our customers’ experience with EAL is as smooth, supported, and successful as possible.

What’s more, we’re always keen to hear from our customers. If you have any further feedback or would like to speak with us directly, please reach out via your Connect account; contact us at [email protected] or call 01923 652400.