LEDCOM Targets for Annual Customer Satisfaction Survey

Customer Care

Bespoke HR Solutions

Review Date

3rd September 2019

2018 Annual Customer Satisfaction Survey Highlights

In June 2018, LEDCOM undertook an annual customer satisfaction survey of customers regarding the customer service provided by LEDCOM staff via survey monkey. The results of the survey are as follows:


Number of surveys issued: 122

Respondents: 31


Summary of Results


• On average 99% of customers answered the annual customer satisfaction survey with excellent/ very good responses


• (LEDCOM 2017 Target – 75% for excellent/very good responses)


• On average 1% of customers answered the annual customer satisfaction survey with dissatisfied/ unsatisfactory responses


•( LEDCOM 2017 Target – 2.5% for maximum level of dissatisfaction/ unsatisfactory responses)


Actions Arising from Customer Involvement

• No suggested improvements

Key Performance Indicators

LEDCOM has a number of Key Performance Indicators (KPIs) which are reviewed on a regular basis. We are interested in seeking customer feedback and would like information on which KPI themes  (listed below) our customers would regard as most important.


KPI Themes

• To be a sustainable and successful social enterprise with an emphasis on customer service, quality assurance and people development


• To develop and deliver initiatives which promote economic growth and regeneration leading to employment opportunities  in local communities


• To focus on the development and growth of entrepreneurship and self employment , through micro enterprises, small businesses and social enterprises


• To encourage and facilitate the start up and growth of  knowledge based and external sales focussed enterprises


• To research, evaluate and develop  social enterprises, including joint ventures, which meet needs and realise market opportunities


• To develop facilities and services  which support small business and social enterprise start-up and growth as well as attracting inward investment


• To develop training and work experience opportunities for unemployed people to help upskill them and improve their employment prospects


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