As part of our commitment to providing the best service for our customers, we conduct an annual client satisfaction survey. It takes into account the experiences of our customers across all of our odour services. We carry out the survey at the beginning of each year and we are very pleased to now share the results for 2019.

Thank you to everyone who participated. It really does help us to understand how we’re doing from your perspective. By fully assessing what we’re doing well and where we can improve, we can continue to provide a first-class service for you. We strive to deliver best practise across all areas of our business.

ONGOING FEEDBACK

While this annual survey is important, we are keen to hear your feedback all year round. If you’d like to let us know how we’re doing, we would love to hear from you. It’s a short survey that takes less than five minutes to complete. Alternatively, please do get in touch with our team to share any comments you have.

HOW YOU RATE OUR ODOUR SERVICES

Once again, you rate our odour services very highly. A huge 98% of respondents rated our odour services as either good or very good, an increase of 5% compared to 2018.

98% ‘Good’ or ‘Very Good’

Here’s how that breaks down across our individual services. The percentage of respondents rating each service as either good or very good is as follows;

• Odour sampling survey – 100%  (92% in 2018)
• Sniff survey – 100%  (88% in 2018)
• Dispersion modelling – 100%  (100% in 2018)
• Laboratory testing – 100%  (94% in 2018)
• Odour sensitivity testing – 100%  (100% in 2018)
• Training – 98%  (91% in 2018)

Clearly, we are absolutely thrilled to have received such positive feedback across our range of odour services.

YOUR COMMENTS

We are very grateful for all the testimonials our clients have shared with. Here are a few of the comments you made during this year’s survey.

Very good, offers good advice and quick revisions.

Received good service which resulted in my return business.

Silsoe Odours are quick to respond to requests/jobs.

Found the training very good – it’s done in a lovely environment.

HOW WE USED YOUR FEEDBACK TO IMPROVE OUR ODOUR SERVICES

Last year, you told us you’d like to see improvements in two specific areas; our accreditations and our communication. So, we paid attention, and here’s what we’ve done about it.

Accreditations

You told us that accreditations are important to you, so we listened and acted. Here’s how…

• Our Director, Robert Sneath, holds an MCERTS Personal Competency Standard for Manual Stack-Emission Monitoring. James Sneath is also working towards this and should hold the same accreditation within the next few months.
• In addition, we secured UKAS-accreditation for on-site sampling.
• Not only that, but we’ve also gained several new accreditations for our training course. The Odour Study Day is now CPD-certified, endorsed by the IAQM and accredited by CIWEM.
• Finally, we created a new, clearer section on our website which provides full details of all our accreditations.

Communication

You told us that we don’t talk to you enough! So we’ve worked hard to share more of our technical expertise and news about our team. Here’s what we’ve done…

• Our team has contributed to industry publications, such as Envirotec Magazine, Organics Recycling and AD&Bioresources News.
• We’ve been much more active on social media and via our email newsletter, sharing updates about our business, day-to-day activities, and general industry information. Please follow us on LinkedIn or Twitter, or sign up for our email newsletter to keep up to date. We’ve also started sharing quarterly snapshot videos of our team in action.
• We have made significant changes to our website. Specifically, we made our odour services offering clearer and more accessible. We added testimonials from our customers so you can see for yourself what they think about us. Please do get in touch if you think there’s anything else we can work on. Our communications team has also contributed regular blogs containing news about the industry and Silsoe Odours.

FIND OUT MORE ABOUT ODOUR SERVICES

Once again, thank you for your support in sharing feedback about our odour services with us; it really does help. If you’d haven’t yet done so, please get in touch with the team at any time to provide your feedback. Alternatively, if you would like to discuss an odour query, call 01525 860222 or click the button below to reach us.

Updated 15th April 2021