An independent survey commissioned by the Security Industry Authority (SIA)
has found that more than three quarters of customers are satisfied with its
licence application process. The same
survey found that almost 90 percent of individual licence applicants are
favourable to the SIA as an organisation.
The SIA commissioned IFF Research to measure customer satisfaction of
the online licensing service, which was introduced in July 2016. The survey,
which took place from May to July of 2018, covered both employers and
individual licence applicants. The aim
of the survey was to evaluate the customer experience with a view to improving
Dave Humphries, interim CEO of the SIA, said:
“We are committed to listening to our customers and acting on their
concerns. We are delighted that a
majority of our customers view the SIA positively, and that they are happy with
our online licensing process. However,
we acknowledge that not all customers are satisfied, and are working hard to
ensure that applicants who fit the criteria receive an SIA licence in a timely
The survey also found that there has been a significant rise in
satisfaction from employers since the previous survey, which took place in 2017.
Businesses were on average 57 percent more satisfied with the application
process than in the previous year, and 23 percent more favourable towards the
SIA as an organisation.
Jackie Munn, Head of Customer Support, said:
These improved levels of customer satisfaction from businesses are very
welcome. They are the result of a lot of
hard work within the SIA, not least from our Customer Support team. We have looked carefully at the way that we
engage with all our customers, and have tailored our processes to serve them
better. We would urge all our customers,
whether employers or individuals, to register for an SIA online account. This is the quickest and easiest channel
through which to obtain effective support from us. We know that those who are already registered
are finding the service invaluable.”
The survey began with a quantitative phase, during which IFF interviewed
1,000 individuals and businesses who had applied for an SIA licence during the
two months to 04 April 2018. A
qualitative phase then conducted in-depth follow-up interviews with a
representative sample of the original cohort.
The findings correspond almost exactly with the SIA’s own quarterly customer
satisfaction survey. This consists of
feedback collected from licence applicants who have just used the SIA’s online
application service. An average of 76.4
percent of applicants rated the service as “very good” or “good” in the three
quarters from 01 April 2018.
The SIA has committed to another independent Customer Satisfaction
survey, which will start in early summer 2019.
A PDF copy of the survey results can be found here
- The Security Industry Authority is the organisation responsible for regulating the private security industry in the United Kingdom, reporting to the Home Secretary under the terms of the Private Security Industry Act 2001. Our main duties are: the compulsory licensing of individuals undertaking designated activities; and managing the voluntary Approved Contractor Scheme.
- For further information about the Security Industry Authority or to sign up for email updates visit www.sia.homeoffice.gov.uk. The SIA is also on Facebook (Security Industry Authority) and Twitter (SIAuk).