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:

64% of bodies in the Certifications division

55% of bodies in the Laboratories division

49% of bodies in the Healthcare division

40% of bodies in the Inspection division

General satisfaction level*:

of satisfaction*

87%

Detail of the response rate by division:

of bodies in the Inspection division

of bodies in the Laboratories division

of bodies in the Certifications division

of bodies in the Healthcare division

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

Our forces

YOUR LEVEL OF SATISFACTION* WITH:

Facility to access to information and documentation

Evolution of our IT applications and tools

Our approaches for improvement

YOUR LEVEL OF SATISFACTION* WITH:

Volume of information requested

Delays between the publication of changes to the accreditation requirements and the coming into force of these requirements

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:

Listening quality of your interlocutors

Facility to reach your interlocutors

Quality of the responses provided

Deadline for responses

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

NO

96%

YES

4%

Part 4: Your general judgment of the accreditation

You consider that the service:

has improved

43%

is the same

51%

has deteriorated

6%

The digital tools implemented (e-folio in particular) have brought progress and facility of use in our exchanges.

Improved periods for audits, scheduled date ranges are met and deadlines for post-assessment commissions are shorter.

Do you agree with the following statements?

93%

Cofrac respects its commitments

92%

Cofrac inspires confidence

90%

Cofrac is an impartial body

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79%

Cofrac contributes to the knowledge and the promotion of accreditation

80%

Accreditation is an asset compared to the expectations of your customers and contractors

87%

Accreditation is a benefit and a progress factor in the performance and the organisation of your body

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

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

Alternative assessment methods to on-site assessment

Measures implemented relating to the continuation of accreditation activities

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