| Feedback Submitted By: | QuAI health |
| Equipment Serviced & Calibrated: | Balances |
| Level of Calibration: | UKAS Service & Calibration |
| Location of Calibration: | On Site at Customers Premises |
Key:  Excellent Good Room For Improvement Poor | |
| How satisfied were you with the technical delivery of our engineer? | |
| How satisfied were you with the technical content of our certification? | |
| How well did our Service Team arrange the visit? | |
| How well did our Engineer plan / organise the visit on the day? | |
| Were you satisfied with the time taken to receive your certification? Yes | |
| Overall were you happy with the service you received? | |
| Did we supply the service you were expecting? Yes | |
| How would you rate our service in terms of value for money? | |
| Do you have any general feedback you would like to provide on the service we offer? Technician who calibrated our balance was excellent. He was very knowledgeable and helpful and was happy to answer questions we had about calibration of balances in general and the standards that govern requirements. However, the organisation of the service was very poor. We contacted EI to arrange the service visit well in advance of the due date for our balance, and received confirmation that the service team would schedule a visit prior to the date we quoted as being our latest acceptable date. We then did not hear back for several weeks, and when we eventually contacted EI again were told that there was no availability prior to this date. In a regulated industry such as ours, an overdue calibration often results in a non-conformity which leads to additional work, possible audit findings and can cause a risk of reputational damage. We are considering switching provider as a result of this, and if it wasn’t for the high level of service and support provided by the technician the decision to switch would already have been made. | |