We’re passionate about meeting and exceeding the expectations of our customers, but we’re also quite modest, so we thought we’d let our customers tell you how good we are.
Kelda Mitchell, Harrow College
Each time I phone, I am greeted with professionalism and my query is either dealt with on the spot or I get a call back very quickly.
Our Net Promoter Score® is +45
We care what our customers think and measure our Net Promoter Score® regularly. The NPS is a measure of how likely our customers are to recommend us and is scored on a scale between -100 and +100. A score of +50 or higher is considered excellent.
If you want to know more about NPS you can find out more about it on the Satemetrix website. (Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.)
Our survey said…
This wordcloud summarises the recurring themes from our recent customer experience survey:
Laura Rees, Bedford College
Gateway Qualifications have a more personal touch. The adviser linked to the college, is always on hand to answer queries. There is never a silly question and our voice is heard. I feel more confident in my role because I have that communication and our students receive a better experience because of this.
How we’re doing
We will always progress your application as quickly as we can and will work with you to meet your requirements where possible. Our measure is based on the time taken between your application submission and its approval and includes a site visit by an External Quality Assurer (EQA).
In the past 6 months, the average length of time taken for centre recognition was 25 working days.
This is usually much quicker than a full centre recognition, although it will depend on the type and level of qualification(s) being applied for. Our measure is based on the time taken between your application submission and its approval.
In the past 6 months, the average length of time taken for qualification approval was 28 working days.
Once a claim is verified, we will generate your certificates and eCertificates will become available through our online portal.
Please note only eCertificates are available at this time.
In the past 6 months, the average length of time taken to generate certificates was 1.2 working days.
We always respond to email and website enquiries the same working day when possible.
In the past month, our average response time was 24.47 hours.
To improve this the Customer Excellence Team will receive additional resources from 7th September 2020 so we can continue to serve our customer in the most successful way.