Client survey results
In an attempt to constantly improve quality of its services Forest certification LLC has conducted a client survey. More than 400 questionnaires of 7 questions were sent.
You were requested to assign a score on a 5-point scale (where 1 is “very low score” and 5 is “very high score”) and provide comments on the clarity of the certification procedures, quality of work of our auditors and administrative personnel, the cost-quality ratio, the level of meeting of expectations of the certificate.
We are glad to share the summarized results of our survey.
By now we have received 50 answers from the Russian companies and would like to first thank you for time spent.
On the first question “Availability and clarity of the FSC and PEFC certification procedures” the total score was 3,52. Most assigned scores of 3-4. By the procedures we mean both normative documents of the certification systems and our certification procedures. Of interesting comments it is possible to specify the problems with the terminology and very significant difficulties in understanding the certification standards at the first certification stage.
Quality of work of administrative personnel (keeping of correspondence, organization of audits, accounting issues etc.) was in general scored 3,77; it was nice to see that 65 % assigned scores of 4-5. In the comments you highlighted, first of all, delays in preparing of accounting documents. We will improve it.
The highest total score of 4,3 was assigned to our auditors. You evaluated the full scope of their work, including carrying out of audits, communication, business approach, openness and benevolence, clear representation of the audit results etc. 90% assigned scores of 4-5, with no respondent having assigned scores of 1-2. The comments also include mainly positive responses. One of the respondents has provided the following evaluation, I quote: “Of all companies operating in the Russian marketplace high industry qualification and clear formulation of the auditors’ requirements is an aspect that distinguishes high quality of works of Forest certification LLC”.
The FC certification service cost-quality ratio score is, in your opinion, 3,74, which is also good enough.
But the level of meeting of expectations of FSC and PEFC certification was in general assigned a score of 3,44. At that only on this question 18% assigned the lowest scores of 1-2. In their comments many specified no difference in the cost of certified and non-certified products and also a small number of certified enterprises in Russia. This mainly affects chain of custody certificates: even holding a certificate the company faces a significant lack of certified raw material. As for FC, we also consider a lack of certified round wood as one of the main deterrents for certification of the rest of the market.
The likelihood of further use of our services was assigned a score of 4,10. Among the comments we received the suggestions to agree upon the audit timeframes in advance, faster respond to requests, use simple terms in the clarification of the standards and procedures, conduct seminars more often and, of course, decrease the cost of our services
The first mass survey has confirmed its practicality, so we will continue to gather feedback. With your answers you indicate our weaknesses and, thus, help us becoming better, and we would like to thank you for that!
I would also like to share our plans for the nearest future. The largest project that will affect quality of our services is to introduce a world-class CRM system. As a decision we have chosen the system of the highest quality – Salesforce. This summer and autumn we will adapt it for our requirements. We intend to upload the whole lifecycle of the certification process to the cloud and provide an opportunity for our clients to see everything what happens with their certificates online through the personal account. First of all, it’s the status of nonconformities raised, timeframes for their closure, access to our procedures, and communication with the CAB. The introduction of this system is not new for CABS but for our company personally it will be a great step forward. In response to the active growth it already becomes a necessity.
Best regards, Pavel Trushevskii