We’re passionate about meeting and exceeding the expectations of our customers and we pride ourselves on the strong personal relationships we have with our Centres. Your dedicated team is only a phone call away with expert knowledge to support you and your learners.
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.
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.
Our Net Promoter Score® is +14.7
If you want to know more about NPS you can find out more about it on the Satemetrix website.
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.
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).
This is usually a quicker process 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.
Once a claim is verified, we will generate your eCertificates which will become available through our online portal within 5 working days. Printed certificates will arrive with you within 10 working days.
In the past month, the average length of time taken to generate certificates was 1.5 working day.
We always respond to email and website enquiries the same working day when possible.
In the past month, our average response time was 2.1 hours.
Centre feedback from Customer Service Survey
I have always found the help and support of your staff to be courteous, professional, extremely helpful, easy to talk to, and knowledgeable. We will continue to work with Gateway Qualifications as the customer service is amazing.