SIA online licensing system survey

06 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.

Interim CEO of the SIA Dave Humphries 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.

Head of customer support Jackie Munn 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.