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Thursday, 30 June 2011

Reviewing the satisfaction survey

The team met this afternoon to look over the results of the recent survey we carried out to find out your satisfaction with the service we provide.

As previously noted, the results were re-assuringly positive, with very low rates of dissatisfaction (5%), but there are areas that we need to work on to improve the service. Some of the weaker areas, such as SOLAR and the SQA website, are not the responsibility of my team, but others are, and we will try to address them over the next year.

Two specific weaknesses fall into the team's domain. The way in which we select people to work with us was criticised as being a bit opaque and unfair, and the fractured way in which we communicate with you (letters, website, blog, Twitter, etc.) was also criticised. We'll try to improve on these issues before the next survey.

But overall the results were good. I was particularly pleased at some of the positive results. The range and quality of qualifications were rated highly (90+% satisfaction), and the team is seen as courteous and approachable.

Thanks to those of you who took the time to complete the questionnaire. Hopefully, improvements will come out of it.

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