IOM’s Customer Service Results in 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.

  • IOMworld Posted: yesterday
    We have published over 2,500 articles and major pieces of project work. Today we are one of Europe’s principal work…
  • IOMworld Posted: yesterday
    #NanoTox2021 is taking place online from 20th – 22nd April 2021 ➡️Nanotechnology ➡️ Hazard and risk assessment of n…
  • IOMworld Posted: 2 days ago
    Talking about the physical and emotional aspects of working from home & how it impacts both organisations & humans…
  • IOMworld Posted: 3 days ago
    There is a legal duty for landlords to assess &control the risk of exposure to legionella bacteria in both domestic…
  • IOMworld Posted: 6 days ago
    #NanoTox2021 is taking place online from 20th – 22nd April 2021 ➡️Nanotechnology ➡️ Hazard and risk assessment of n…
  • IOMworld Posted: 7 days ago
    Announcement: IOM's Online Face Fit Tester Training Live Workshop has been rescheduled to 1st June 10am. Join us on…
  • IOMworld Posted: 7 days ago
    Join the IOM in this great opportunity to be a part of ground-breaking research on developing innovative methods fo…
  • IOMworld Posted: 9 days ago
    IOM talks about the physical and emotional aspects of working from home and how it impacts both organisations and h…
  • IOMworld Posted: 15 days ago
    Health risks from Coronavirus and occupational disease are big issues for businesses. Our clients are benefiting fr…
  • IOMworld Posted: 16 days ago
    Find out about the importance of Respirator Protection Equipment (RPE) in the workplace, join our online Face Fit T…