Thank you to everyone who took the time to complete PAA\VQ-SET’s 2008 Customer Satisfaction Survey, the results of which are given below. It was conducted as part of our ongoing commitment to providing an excellent service for our centres and candidates and also forms part of our ISO 9001.2000 accreditation.

To enable this years results to be compared with those received in previous years questions focused on the same areas, with the addition of Communication and PAA\VQ-SET's Policies and Procedures. The areas were:

This feedback is essential to ensure that we are able to provide the service you want and continue to improve. If you have any additional feedback at any time about the service you receive from PAA\VQ-SET; improvements you would like to be made or general comments, please either use one of our feedback forms or email info@paa-uk.org

Again, thank you for your time in contributing to PAA\VQ-SET’s improvement.

Ann J Randall

Chief Executive

Responses

All statements were written in a positive context, and customers were asked whether they strongly agreed, agreed, neither agreed nor disagreed, disagreed or strongly disagreed with each statement.   

General Performance

Centres were asked for feedback on the general performance of the Awarding Body and we were delighted that 95% of respondents are pleased with the service they receive from PAA\VQ-SET.

This reflects our continued commitment to offer the best possible service to our centres. However, we are always looking to improve and welcome feedback at any time from our centres, if you have any suggestions for improvement or general comments please email info@paa-uk.org

Administration (Registration and Certification)

Our Survey revealed that 94% of our centres believe that their registration requests and certificate claims are processed promptly and accurately. The majority of respondents who neither agreed nor disagreed with the statement had not yet registered candidates with PAA\VQ-SET at the time of completing the survey.

We are delighted that such a high percentage of our centres are happy with the service they receive from PAA\VQ-SET. We will continue to monitor our performance targets to ensure that this continues.

Support to our Centres

These questions focused on the support centres receive both from their External Verifiers and PAA\VQ-SET’s Head Office. Centres were asked whether they found their External Verifier to be supportive and helpful at EV visits and how quickly any queries they raised were responded to.

96% of respondents were pleased with the support given to their centre and PAA\VQ-SET are committed to ensuring its EV Team is able to provide the support required by Centres and Candidates.

Website

86% of respondents have found the PAA\VQ-SET website easy to use and were able to find the information that they visited the website for. In 2007 PAA\VQ-SET revamped its website to make it more user friendly and informative; we are delighted that it is meeting the needs of our centres.

If there are any specific features or additional information you would like on our website please let us know by emailing Debbie at info@paa-uk.org

Communication

This section of the survey asked centres about the communications received from PAA\VQ-SET, in particular E-Bulletins and PAA\VQ-SET's Newsletter Working Together. 89% of respondents find these communications useful and interesting.

PAA\VQ-SET's E-Bulletins are designed to keep centres up to date with new qualifications, regulatory changes or notify them of events, whereas Working Together celebrates the successes and achievements of PAA\VQ-SET's centres and candidates. To obtain a copy or for more information please email us at info@paa-uk.org

PAA\VQ-SET's Policies and Procedures

These questions focused on the information provided to centres in PAA\VQ-SET's Centre Portfolio. Centres were asked whether they had received a portfolio and the types of information they used it for, such as, guidance on PAA\VQ-SET's policies and procedures;  record keeping, the approved centre criteria and fees.

86% of respondents have found the information provided in the PAA\VQ-SET Centre Portfolio useful.

Events Programme

The Events section of the survey asked centres whether they had attended an event organised by PAA\VQ-SET, such as a Best Practice Workshop or National Conference, and 45% of respondents had attended at least one such event. Of the respondents who had attended at least one event 92% agreed that they had found attending the event useful.

PAA\VQ-SET will continue to regularly organise these events to enable our centres to network and share best practice ideas, and to provide opportunities for Continuing Professional Development for assessment teams. Details of future events will be made available in the Events section of this website.