Independent survey finds high level of customer satisfaction with SIA online licensing system

05 February 2019


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 the service.

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 fashion.”

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​ (2,167 kb).
 

Further information:

  • 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- this link opens in a new window (Security Industry Authority) and Twitter- this link opens in a new window (SIAuk).​​​​​​​​​​​