The Security Industry Authority (SIA) has hailed its annual independent satisfaction survey that saw satisfaction levels among individuals rise again, increasing in 2024 from the 86 per cent in 2023. Satisfaction among employers was at 89 per cent, an increase from 85pc in 2023.
The reasons pointed to in the survey include the application process being simple and straightforward to manage, that licensing decisions are consistent, fair, and made within the expected time, and that applicants are given clear instructions on what they need to do next to progress their application. The SIA launched guidance videos to ‘walk’ customers through the application process and address the main reasons for contact, which have since been streamed thousands of times.
Employers noted the low effort required on their part, and the information the SIA provides to support the application process, as the key factors contributing to their satisfaction.
Iestyn David, SIA Head of Licensing and Service Delivery, said: “It’s incredibly encouraging to see customer satisfaction increase once again, among both individuals and employers, from the already high levels of satisfaction in last year’s survey.
“This demonstrates the success of our contact strategy initiatives and our ongoing work to improve the customer experience and the licensing journey. I am proud of all the hard work the team has put in over the last year, particularly in the context of the record application volumes we’ve been managing, and it’s great to see this recognised in such positive feedback from our customers.”
The survey ran in January 2025 to measure the SIA’s performance in 2024. It involved 703 interviews with people who had recently applied for an SIA licence and 95 interviews with employers who had recently submitted applications on behalf of their employees.
