KemI has become more efficient

The Swedish Chemicals Agency (KemI) has asked companies and other organisations to estimate KemI’s level of service. The factor that increased the most since the previous measurement in 2009 is efficiency; the index has increased from 65 to 69, which is a statistically significant increase.

– The survey shows that KemI’s reputation for its expertise remains strong. It is also encouraging that stakeholders feel that KemI’s efficiency has increased. The improvement process continues and in 2012 we will develop action plans to meet external expectations in still better ways, says KemI’s Director-General Nina Cromnier.

The purpose of this survey was to find out what companies and other organisations think about their contacts with the KemI and to give the agency a basis for improvement. The survey consisted of over 30 questions. Most of them could be answered by scoring on a scale from 1 to 10, where 1 is the lowest score and 10 is highest. Statistics Sweden (SCB)  then analysed the responses according to a model called the Customer Satisfaction Index (CSI). The factors analysed were: information, availability, attitude, skills, legal certainty and efficiency. The total mean value for KemI was 7.2.

SCB conducted the study in September and October 2011 on behalf of KemI. This time also other agencies and a range of industry associations were included in the survey, which differed from the one in 2009, which addressed companies only. Approximately 1000 stakeholders, 56 per cent of 1800, responded to the survey.