LONDON, Nov. 24 -- The government of the United Kingdom issued the following news:
The SIA's annual independent customer satisfaction survey saw levels of satisfaction in the SIA's licensing process amongemployers rise from 89% in 2024 to 93% in 2025. This is the highest level recordedsince the SIA begantracking customer satisfaction among employers in 2013.
Satisfaction rates amongindividual licenceapplicants remained high at 89%, despite having fallen slightly from 91% in 2024.Similarly, the number of individual applicants who held a favourable view of the SIAwasalso 89%.
The key drivers behind the high satisfaction levels include the simple and straightforward application processandtheclear informationprovidedabout next steps, with the number of individual applicants having to contact the SIA during their applicationremainingconsistent at around 30%.This reflects the continued value of theguidancethe SIA provides its customers, through online 'how to'videos, websiteinformation, and regular communications, which all helptosupportcustomers throughthelicensingjourney.
Employers particularly valued the low effortrequiredon their part andthetimelyresponses from the SIA's Business Support team.The redesign of the Business Support team, as part of the SIA's revised contact strategy in 2022, hasgenerated impressive resultsover the years,with employer satisfaction rising in every survey since.
Iestyn David, SIA Head of Licensing and Service Delivery, said:
It is very pleasing to continue seeing such high levels of satisfaction among our customers. We were not only able to maintain many of the high results from our last survey, but satisfaction among employers reached a record high. This is a testament to the hard work of the SIA teams and our commitment to excellence as an organisation.
Wehavecontinuedto build on the feedback we receive from these surveyseach year.To havemaintainedsuch strong resultsdemonstrateswe'reprioritisingthe right areas,which ishelpinguscontinueto deliver a quality service for our customers.
The survey was conducted in June and July2025.It involved 741 interviews with individuals who had recently applied for an SIA licence and 59 interviews with employers who had recentlysubmittedapplications on behalf of their employees.The research measures customer satisfaction with the SIA's online licence application service andmanagement of customer contact.
The SIA commissioned the independent research as part of its commitment to understanding customer needs andcontinuouslyimproving service delivery. The findings willcontinue toinform the regulator's strategic planning andlicensing delivery.
Read a summary of the survey findings.
Background
The SIA is the organisation responsible for regulating the private security industry in the UK, reporting to the Home Secretary under the terms of thePrivate Security Industry Act 2001. The SIA's main duties are the compulsory licensing of individuals undertaking designated activities and managing the voluntary Approved Contractor Scheme (ACS).
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