Record customer satisfaction

Service updates
28 January 2019

Each quarter, Centre for Health and Disability Assessments (CHDA) commissions an independent research company to survey a random selection of customers on the quality of service they receive.

This helps us provide a high quality, sensitive and respectful service for everyone we assess.

Over 1,000 individuals are asked questions on their appointment arrangements, the facilities at the Assessment Centres and how they feel about how the Healthcare Professional interacted with them. They are also asked about any further suggestions they have for improving the service.

Record customer satisfaction

Survey results between September 2018 and November 2018 showed a highest ever national overall customer satisfaction rating of 97.13%. This is nearly 10% higher than when we took over the service in March 2015 and reflects our continuing commitment to service improvement.

The survey also showed record highs for Healthcare Professional’s courtesy and politeness and over 360 customers added a specific positive comment at the end of the survey about CHDA staff.

Results and comments from the survey are used at a local level to identify any concerns customers have and resolve them where possible. If you have any comments or questions about our service, please feel free to email us on

If requested, a call from a Customer Relations Manager will be made within 2 working days between Mondays and Fridays, 9am and 5pm.

Alternatively you can write to us at:

Customer Relations Team
Health Assessment Advisory Service
Room 4E04, Quarry House, Quarry Hill, Leeds LS2 7UA

Feedback leaflets are also available in our Assessment Centres. You can also download a feedback form here.