Customer Survey 2021

General data

Percentage of bodies that responded to the survey:

Of bodies responded to the survey out of 2792 consulted

48%

Detail of the response rate by division:

General satisfaction level*:

of satisfaction*

87%

Detail of the response rate by division:

Part 1: Access to information and documentation and preparation of assessments

Our forces

YOUR LEVEL OF SATISFACTION* WITH:

Our approaches for improvement

YOUR LEVEL OF SATISFACTION* WITH:

Part 2: Assessment and decision

Your level of satisfaction* with assessments:

  • The overall process of assessment

  • Evaluators’ behavior

  • Technical skills of assessors

  • Evaluators’ impartiality

  • The consistent application of requirements by the various Cofrac assessors

Your level of satisfaction* with the assessment report and decisions:

  • Clarity of the decision: 94%

  • Quality of the report as a reflection of the assessed situation: 93%

  • The added value of assessment for your body: 84%

  • Time between the assessment and the decision’s notification: 83%

Part 3: Your exchanges with Cofrac

Your level of satisfaction* with:

Have you made a written complaint in the past 12 months?

Part 4: Your general judgment of the accreditation

You consider that the service:

Do you agree with the following statements?

>
79%

Cofrac contributes to the knowledge and the promotion of accreditation

Part 5: Your judgment of our management of the health crisis’s consequences

YOUR LEVEL OF SATISFACTION* WITH THE INFORMATION PROVIDED TO YOU ON:

Your level of satisfaction with:

  • Relevance of this method of assessment

  • Taking into account the constraints of your body due to the health crisis

  • Continuity of service during periods of lockdown

* Satisfied and highly satisfied