Customer satisfaction update: Thank you for your feedback

The results of the 2026 Customer Satisfaction Survey are in, and on behalf of EAL, we would like to extend our sincere thanks to everyone who took the time to complete our recent Customer Satisfaction Survey. Your feedback is incredibly valuable and plays a vital role in shaping the improvements we make across our services. 

We were pleased to hear from 346 customers who took part in our telephone and online survey. You rated us a Net Promoter Score of 27.6 and 81.6% on the Customer Satisfaction Index, with over three quarters of customers saying EAL is better or the same as other awarding organisations. 

The three words most used to describe EAL within this survey were “professional,” “supportive,” and “efficient” – a reflection of the strong relationships we strive to build with our customers. 
Your insights help us better understand what is working well and where we can do more to support you. Every response contributes to ensuring we continue to enhance your experience and deliver the high standards you expect from EAL.

You said, we’re listening 

We are committed to acting on your feedback and using it to drive meaningful improvements. Over the past year, your input has supported a range of enhancements across our services, from strengthening customer support and refining our processes to expanding resources and improving our systems.

We will continue to build on this by reviewing your latest feedback and working closely with our teams to prioritise the areas that matter most to you. 

What’s next?

We are currently reviewing the survey responses in detail and will use this insight to inform our ongoing improvement plans. Where appropriate, we may reach out to customers who have agreed to be contacted to better understand their feedback and explore opportunities for further enhancement. 

As your Customer Experience team, we remain committed to representing your voice and ensuring your needs stay at the centre of everything we do.

Your satisfaction remains our top priority, and we welcome your feedback at any time. You can do this by logging on to your Connect account and visiting the Feedback and Support tab or by contacting us directly at [email protected] or 01923 652400. 

Once again, thank you for your continued support and for being part of our improvement journey. We look forward to continuing to work with you and enhancing your experience with EAL.