Certification Customer Insight Questions

We are always looking at ways we can improve our experience and service to our customers and we would love to hear about your experience around certification.

The main areas we would love to hear your feedback on are:-

when you claim for your learners' achievements
when you receive your certificates and
when you require a replacement certificate.

If you are involved in any of these areas and want to be involved please take this short survey.

In addition to this, we will be holding some online focus groups to gain a better understanding of your experience and how we can improve it. If you would like to be involved, let us know on our survey.

About you

First Name *

Last Name *

Email address *

Centre name (if applicable)

I am from a: *

School College Independent Training Providers Other

I want to be part of the online focus groups

Yes No

I am happy to be contacted to discuss my comments further, if needed

Yes No

Making Claims on the Portal

Tell us about how you submit claims for certificates using the certification area of the secure Portal?

What do you find easy about submitting your claim?

What do you find difficult about submitting your claim?

Describe the most frustrating part of this process for you?

How do other Awarding Organisations compare to us?

What digital options would you expect/like to see?

Dispatch of certificates

Tell us about receiving your certificates and your thoughts on posting.

Do you receive your learner certificates quickly enough?

Do you have any issues with the postal service we use?

How could this process be improved?

Would you like the option to select your own delivery method? What benefit would this have to your centre?

What benefit would you get from the ability to track your certificates?

Requesting replacement Certificates

Tell us how easy is it to request replacement certificates?

What do you find easy about requesting a replacement certificate?

How would you expect to pay for this service?