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Customer Satisfaction Survey 2015

Since 2004 Gemserv has conducted an annual customer satisfaction survey on behalf of MRASCo.  The survey measures:

  • Satisfaction with the quality of the administrative services Gemserv delivers; and
  • Satisfaction with the MRA’s governance processes.

The 2015 MRASCo Customer Satisfaction Survey was carried out by an independent market research company. There were 31 respondents, overall 94% of stakeholders rated the quality of the overall service they receive from Gemserv on behalf of MRASCo as very (39%) or quite (55%) good.

Highlights from 2015:

A number of highlights were taken from the survey, these include;

  • 94% of stakeholders rated the quality of the overall service they receive from Gemserv on behalf of MRASCo as very (39%) or quite (55%) good.
  • This is consistent with 2014 when 92% said that the service was good.  However the percentage of stakeholders who rated the service as very good has fallen from 51% in 2014 to 39% in 2015.
  • The majority of the final comments stakeholders wanted to pass back to the MRA team were positive with stakeholders happy with the helpful and supportive service.

Conclusion

The 2015 Customer Satisfaction Survey showed areas where improvement is required and also areas where Gemserv has improved in the services provided on behalf of MRASCo. However, the majority (94%) of participants felt the quality of service they received from Gemserv is good.

Next Steps

The 2016 MRASCo Customer Satisfaction Survey is to be finalised ahead of publication next year.

Downloads

Documents can be downloaded using the links below:



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