Customer relationships are the heart of our business. Regular, open dialogue helps us adjust, tailor and continually enhance the service experience we provide. We invest the time to get to know our customers better, so they invest their trust in us.
We’re partners, not providers. Collaboration is a hallmark of our approach. We consult with our customers at every level and work together to identify the ideal service solutions for their needs.
No two customers are the same, and nor is the relationship they demand. By including customers in service design we’ve developed a uniquely flexible model where contacts, process and delivery are adapted to match individual requirements.
The quality of our work is assessed through regular internal and independent audits, benchmarked against Project Quality Plans for each project and customer, and directed by our high-level Quality Policy. We involve all levels of the workforce in the on-going development, review and enhancement of our ISO9001 certified Quality Management System.
We recognise the importance of value, particularly given the funding pressures our customers face. We proactively seek opportunities to drive efficiency and help our customers stretch their budgets further.
Overall customer satisfaction is analysed on a project-by-project basis as the primary measure of our performance. We hold regular reviews to communicate progress and identify requirements for change.
We’re proud of our track record for customer care. We encourage ownership at all levels and include customer training as part of staff development. Every project is assigned a dedicated Project Manager, responsible for planning, delivery and aftercare. An experienced specialist who understands the objectives and acts as the key point of contact across all customer interests.
Exceptional service is inspired by positive management. Our experienced leadership team are guided by a commitment to integrity, professionalism and accountability. All our customers are treated with respect.
And finally, no one’s perfect. We don’t always get everything right. But we do believe it’s the way that a business responds to concerns that really defines its character.