Page 40 - AIBTender_Neat

We are confident that we provide a service a) Average job costs.
delivery that is exemplary in our industry. This b) Jobs completed within set timescales.
confidence is based on four key information c) Overall client satisfaction with works.
sources: d) Call centre response times.
e) Speed of completed works.
Feedback from Clients: The level of client f) Overall quality of work.
satisfaction is an invaluable assessment g) Number of jobs raised.
criteria. In order to establish how well we are h) Number of jobs completed.
performing in respect to overall service delivery i) Attended on time as %.
against our contractual agreements as well j) First time fix as %.
as comparatively against our competitors,
we regularly seek feedback. This feedback is Competitor analysis: We pride ourselves in being
gathered either through satisfaction surveys, a leader in our industry, however we appreciate that
account management meetings or through ad if we are to maintain this position, we need to ensure
hoc discussions. we are aware of our competitor activities and service
offerings, as well as their overall levels of performance.
Regardless of how it is captured, all feedback We run a six monthly competitor assessment
forms part of our quarterly internal review programme in order to continually monitor our
meetings and drives our continuous improvement competitors and to assess their performance against
programmes. Recent surveys have shown that our own. We work hard to ensure we are providing
Comserve have been consistently out-performing our clients with innovative solutions, making use of
competitor contractors, particularly in the areas latest technologies, tools and approaches and our
of responsiveness, competence and reliability of competitor analysis exercise ensures we retain our
workforce, and quality of work. leading position.
KPI data assessment: Key Performance Benchmarking external bodies: We make use
Indicators are another vital source of knowledge of external bodies including RICS and BSRIA to
on which we base our training plans and benchmark our business against industry as a whole,
40 continuous improvement focus. Formulation as well as to maintain an appropriate level of market
of KPI reports covering all aspects of our M&E intelligence.
service provides direct comparison with all
supply chain partners and service providers.
Core KPIs for our business include: