EAL Customer Satisfaction Survey results — September 2024

The results are in for our latest EAL Customer Satisfaction Survey! 

Earlier this year, more than 300 participants shared their views in our survey. This invaluable feedback has guided us in our ongoing efforts to improve where it matters most to you.

Customer Champion 

Being your Customer Champion is a privilege and a promise. At the heart of everything we do, there’s the desire to satisfy customer needs and help them succeed. 

My purpose as your Customer Champion is clear: to serve as the voice for your thoughts, concerns, and aspirations within our organisation. And also to ensure that meaningful, impactful, and long-lasting changes are made, with your interests at the forefront of every decision.  

Room for improvement   

While the Customer Experience Team takes pride in the positive feedback reflected in your survey responses, we also recognise areas where we can do better. Your candid feedback has been instrumental in driving positive changes within the business, and has inspired us to refine our approach to better serve our customers.  

Some of the key areas identified for improvement include:  

• Enhancing our problem-solving capabilities to address enquiries more effectively  
• Improving the end-point assessment offer, including more access to guidance and support  
• Keeping you informed about changes to processes, qualifications, and new products  
• Elevating your digital customer experience  
• Expanding the range of high-quality tutor resources to better meet your needs.

Changes we’ve made 

Let’s explore some of the specific improvements and enhancements we’ve implemented, thanks to your valuable input:

1. Digital certification with Certify

We’ve invested heavily in launching our new Certification Portal to enhance your digital experience. Certify provides easy, secure access to digital certificates for centres, learners, and employers, anytime, on any device. It boosts data security, simplifies compliance, and reduces administrative tasks, while also supporting sustainability by minimising paper use with its digital-first approach. 

2. Enhanced customer support

We’ve expanded our Customer Success Team to offer even more dedicated support. This enhancement ensures a personalised service tailored to your unique needs, helping to address any challenges and maximise the value you receive from our offering, all with a focus on your success.  

3. Learning resource enhancements

Learners will soon benefit from a range of interactive and engaging digital learning resources, designed to enrich their experience and provide more comprehensive assessment preparation materials.  

4. Expanded materials suite

We are streamlining and standardising all EPA administrative and support documentation to better serve the needs of our customers and learners. This includes Centre Guides, Apprentice Guides, Observation Planning Forms, and Skill Scans. We will also be introducing an enhanced assessment preparation support package for each EPA standard, featuring mock materials, practice MCQ papers, and portfolio preparation guidance.  

5. Future digital enhancements

In 2025, we plan to launch a virtual learning platform to provide our customers with a wide range of delivery and learner-facing resources. Digital learning programmes will be added to the platform from late 2025 onwards.   

These efforts demonstrate our commitment to taking your feedback seriously and making significant improvements to enhance your customer experience.  

What's next?

Our journey doesn't stop here – we have more planned for 2024 and beyond, all thanks to your insight, and I look forward to updating you on these developments in future editions of Spotlight.  

Your satisfaction remains our top priority, and we encourage you to provide feedback at any time through your Connect account or by contacting us at [email protected] or 01923 652400.  

Thank you for your continued support of EAL and for being an integral part of our journey towards continuous improvement. We are committed to serving you and your needs, and will continue to work hard to elevate your experience with us.  

Alexandra Buckingham
Customer Experience Manager at EAL