IOM’s Customer Service Results in 2020

07.12.2020

This year has been like no other, and our business has endured the same economic pressures as most. Our staff have made sacrifices to continue doing their jobs to provide high-quality, impartial research, consultancy, laboratory analysis and workplace protection services and training.

We have been at the forefront of scientific research to understand and mitigate a range of occupational and environmental health risks. These include coal dust, asbestos, carbon nanotubes, air pollution and now Coronavirus. We seek to bring about an improved understanding of the factors affecting human health and to identify, promote and apply practices which will lead to improvements in the health of workers and the wider population.

Excellence in customer service is central to all our activities, and we are committed to meeting our clients’ needs.

Each year we ask our customers to take part in our annual survey, this helps us to measure the value we add and make improvements where necessary. This year we received our highest response yet, and we would like to share some of the results. 


We asked customers to rate their level of satisfaction with the following;

  • Our scientific and technical quality: 90% excellent rating.
  • If our work was delivered within agreed timescales: 80% excellent rating.
  • If our communications was prompt and effective: 82% excellent rating.
  • Reporting format including clarity of results and findings: 85% excellent rating.
  • Help, advice and technical input: 86% excellent rating.
  • Value for more services was rated as 59% excellent and 37% good.


Our Net Promotor Score (NPS) was rated as 81.
Detractors 1%
Passives 16%
Promotors 83%

To all our clients and partners, thank you for choosing IOM as your workplace protection partner of choice and thank you for submitting feedback. To read more about our customer charter, please click here.

waves
  • IOMworld Posted: 3 days ago
    Safeguard your welders from the dangers of working with welding fumes. IOM offers a fast & reliable service to help… https://t.co/nFqA7jQNrA
  • IOMworld Posted: 5 days ago
    Is your hospital ventilation system fully functional and fit for purpose? IOM’s specialist team are experts in prov… https://t.co/H4gYZA4b47
  • IOMworld Posted: 10 days ago
    IOM is proud to be to contributing to the 28th EPICOH Conference on the 25th-28th of October. Leading on the IMPRES… https://t.co/He2EQ7fUPl
  • IOMworld Posted: 19 days ago
    IOM continues to share knowledge to protect staff. Richard Graveling has published a page on OSHwiki on prevention… https://t.co/NHZvwMhKfc
  • IOMworld Posted: 24 days ago
    Helping you to comply with the Vibration at Work Regulations. Our expert team can support you to create a safer wor… https://t.co/eEadIb0fWX
  • IOMworld Posted: 26 days ago
    Avoid unnecessary expense/delays when planning/altering your ventilation requirements. IOM’s expert team provides a… https://t.co/03bX5rJ2p7
  • IOMworld Posted: one month ago
    Dedicated to making the world a healthier place for us all, IOM has recently collaborated on a pan-European human b… https://t.co/hxVffmOEXA
  • IOMworld Posted: one month ago
    IOM is delighted to have collaborated in the latest #Cities4Children evidence to action brief entitled 'Urban Air P… https://t.co/YjgWDqFTv1
  • IOMworld Posted: one month ago
    Protect your workers hearing from excessive noise in the workplace. HSE states that 17,000 people in the UK suffer… https://t.co/xE1rkLrW45
  • IOMworld Posted: one month ago
    RT @lohmir: Millions of children suffer from #AirPollution in low and middle income countries. Read more about actions that could be taken…