Customer Survey 2021
General data
Percentage of bodies that responded to the survey:
Of bodies responded to the survey out of 2792 consulted
Detail of the response rate by division:
General satisfaction level*:
of satisfaction*
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
Our approaches for improvement
Part 2: Assessment and decision
Your level of satisfaction* with assessments:
Your level of satisfaction* with the assessment report and decisions:
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
YES
Part 4: Your general judgment of the accreditation
You consider that the service:
has improved
is the same
has deteriorated
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?
Cofrac respects its commitments
Cofrac inspires confidence
Cofrac is an impartial body
Cofrac contributes to the knowledge and the promotion of accreditation
Accreditation is an asset compared to the expectations of your customers and contractors
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