A recent independent survey has found high levels of customer satisfaction with the Security Industry Authority's licence application service
85% of individual licence applicants and 79% of businesses were satisfied with the service. These results remain strong and are indicative of a well-performing organisation that delivers good service to its customers.
The SIA commissioned IFF in June 2022 to conduct a survey measuring customer satisfaction with its online licence application service.
The survey results showed that the key drivers of satisfaction for both individuals and businesses are making the application process “simple and straightforward”, and the length of time taken to process a licence application. The vast majority of individuals and businesses considered the SIA to be ‘good’ in both of these crucial areas. Importantly, 89% of individual licence applicants were satisfied that the SIA took licence decisions within the expected time and made it straightforward to apply for a licence.
The survey also found that satisfaction among individuals with their contact with the SIA has improved by 5% since last year, to 81%. Most individuals and businesses were able to get the information they needed after contacting the SIA.
Iestyn David, the SIA’s Head of Licensing and Service Delivery, said:
IFF conducted their fieldwork between June and August 2022. The survey involved over 800 interviews. These included 600 interviews with individuals who had recently applied for an SIA licence, and 200 interviews with employers who had recently submitted applications on behalf of their employees. A follow-up phase involved in-depth interviews with a representative sample of respondents from both categories.
You can find a summary of the survey findings here.
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