EAL Customer Satisfaction Survey Results — April 2024

On behalf of EAL, I want to express our sincere gratitude for your participation in our recent annual Customer Satisfaction survey. Your feedback is incredibly important to us and serves as the cornerstone of our efforts to enhance your experience with EAL.

From over 320 surveys conducted, we received an excellent Customer Satisfaction Index score of 85.6%, marking an increase from last year's score of 83.3%. Additionally, our Net Promoter Score rose to 46.2, up from 40.4 last year. These results reaffirm our commitment to excellence and are a testament to the dedication of our team to continually improve and exceed your expectations.

How did we achieve this? You said, we did!

Some of the specific enhancements and improvements we made, resulting from your valuable input:

• Technical Advisors: We introduced the role of Technical Advisor and recruited dedicated teams in each of EAL’s flagship sectors ensuring access to specialist knowledge and support, equipping you to confidently deliver learning, leading to successful completion of our EAL end-point assessments and qualifications.
• Expanded suite of materials: Our Product Team invested significantly to expand the range of delivery materials to facilitate course and qualification instruction which we are continuing through 2024 and beyond.
• End-point assessment platform: We heavily invested in upgrading our end-point assessment platform to ACE360, offering a more intuitive dashboard, a clearer view of outcomes and results, and access to improved support materials.
• Enhanced customer support: We introduced a dedicated role in our Customer Experience Team to support customers with EPA-specific enquiries and training needs, as well as restructured our end-point assessment service to increase resource capacity for more efficient responses.
• Streamlined processes: Investments in our internal systems and training streamlined our processes, enhancing our ability to address and resolve enquiries more efficiently.
• Upgraded exam software: We upgraded our exam software, migrating from Flash to HTML, resulting in a more user-friendly and adaptable interface, ensuring better compatibility and accessibility for a seamless digital experience.
• End-point assessment materials: We have reviewed and standardised a number of EPA administrative and support documents and will continue to work on this throughout 2024 and beyond, releasing enhanced assessment preparation support packages for each standard.

We hope these efforts demonstrate our commitment to taking your feedback seriously and making significant improvements to enhance your customer experience with us.

What’s next?

We are diligently analysing the 2024 survey data and will share this information with our teams. Together we will develop an action plan to address the areas you have identified for improvement and will keep you updated on the progress of these initiatives throughout the year. Where appropriate we may contact customers who have given permission for us to do so to gather further details about specific areas of improvement.

As your Customer Champion, I assure you that I will continue to represent your voice internally in driving those improvements, ensuring that your needs remain at the heart of everything we do. Your satisfaction remains our top priority, and we welcome your feedback at any time. You can do this by logging on to your Connect account and visiting the Feedback and Support tab or by contacting us directly at [email protected] or 01923 652400.

Once again, thank you for your invaluable contribution to our continuous improvement journey. We are committed to serving you and your needs in the future and will continue to strive to exceed your expectations.

Alexandra Buckingham
Customer Experience Manager