High satisfaction within and towards SIA

92 per cent of Security Industry Authority (SIA) employees are satisfied, according to the SIA’s annual independent satisfaction survey. This is a six per cent rise from 2023 (86 per cent), with satisfaction among employers also high, at 89 per cent. This is an increase from 85 per cent in 2023.

Conducted in January 2025, the survey involved 703 interviews with those who recently applied for a sIA licence and 95 interviews with employers who had recently submitted applications on behalf of their employees.

The survey revealed the main factors in high levels of satisfaction among individuals include the application process being simple and straightforward to manage, that licensing decisions are consistent, fair and, made within the expected time, and that applications are given clear instructions on what they need to do next to progress their application.

Employers reported the low effort required on their part, as well as the clear information provided by SIA through the application process, as reasons for high satisfaction.

A positive opinion of the SIA among individuals increased in line with satisfaction levels, which rose from 88 per cent in 2023 to 91 per cent.

Iestyn David, head of licensing and service delivery at the SIA, said: “Its 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 contract 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 its great to see this recognised in such positive feedback from our customers.