RSPH Gain Positive Results in a Centre Satisfaction Survey

Last December RSPH carried out a satisfaction survey with their training centres. The response rate to the survey was very encouraging, with over 130 centres taking part and the feedback that was received as a result of the survey was very positive.

The average scores for some of the key questions in the survey were:

How satisfied are you with the quality of our qualifications?8/10
How satisfied are you with our administration processes?8/10
How reliable and consistent are we in our service to you?8.5/10
How easy are we to contact?8.5/10
How friendly, knowledgeable and professional is our team?8.5/10

The survey also calculated their net promoter score from the responses to some of the survey questions. This is similar to the satisfaction ratings that you often see in newspapers that are given to prominent politicians. In the case of politicians, the ratings are usually negative. Any positive scores indicate that more centres like the RSPH than don’t, and any score over 30 is regarded as being very good.

The RSPH net promoter score was 43.

They were also able to filter out from the survey the results from the pest management training centres. The average scores from the pest centres (11 respondents) was very similar to the overall results.

How satisfied are you with the quality of our qualifications?7.9/10
How satisfied are you with our administration processes?7.4/10
How reliable and consistent are we in our service to you?8.3/10
How easy are we to contact?8.5/10
How friendly, knowledgeable and professional is our team?8.3/10

Some of the comments that were received from the pest control centres were:

“RSPH offer excellent qualifications, very happy with the services offered.”

“I view RSPH qualifications as well respected professional qualifications.”

“Very helpful, reliable and easy to deal with if queries are raised.”

“Couldn’t ask for more!”

“Always polite and approachable, and able to respond to enquiries.”

“On any occasion where we have needed to speak with a team member they have always been friendly and helpful.”

“Very pleased with the service we receive and the professionalism of RSPH.”

The net promoter score from the pest control centres alone was 27. Given the small sample size, a lower score than for the survey as a whole is only to be expected.

While RSPH is understandably very pleased with the response to the survey they are not complacent. They want to continually improve on them and their service to the centres. Over the next few weeks they will be reviewing the survey responses in detail to ensure that they learn from any common themes that arise and address areas for development.

RSPH
All RSPH approved centres that deliver training for RSPH qualifications are entitled to display the RSPH logo on their web-site, advertising material and stationery. This includes a number of pest control companies and servicing companies for the industry. This is the only mechanism that enables companies to display the RSPH logo. Unfortunately, a number of pest control companies, whose staff are holders of an RSPH qualification, also display our logo on their web-site. RSPH respectfully request that these companies remove the logo.

RSPH understand that pest control companies are rightly proud that their staff have achieved their qualifications and they certainly have no objection to a company stating on their web-site that their staff hold the RSPH Level 2 Award in Pest Management. Holders of these qualifications can also apply for Associate Membership of RSPH which will entitle them to use the letters AMRSPH after their name. Those pest controllers who hold an appropriate qualification at level 3 or above can apply to become a full member of RSPH, which enables them to put MRSPH after their name. The higher level qualification does not have to be in pest control.

For anyone interested in RSPH membership, full details of how to apply can be obtained from the membership section of the RSPH web-site www.rsph.org.uk

RSPH will be at PestEx in March.