Customer Service Excellence
At Knowes we are committed to providing the highest possible level of customer service to our tenants, owner occupiers and any other people or groups that we come in contact with or do business with.
We recently consulted our tenants on our Customer care Policy, and the feedback from that consultation was very positive. However in line with our commitment to continuous improvement Knowes has applied to be assessed against the Government’s Customer Service Excellence Standard. This is an externally assessed award that involves assessors comparing what we do in practice against 5 challenging criteria. Against each criteria there are on average eleven elements that will test our service delivery in detail. The assessor will also speak to our customers to verify some of the evidence that will be provided to them. Should you wish to be one of the customers that the assessor speaks to, please contact Lynne at our office. It is likely that the assessment process will take place around February next year.
A brief description of the five main criteria is given below:
- Customer Insight – This looks at how we understand our customers, including how we consult and use the information we receive from you.
- Culture of the Organisation – This looks at how our staff demonstrate the necessary values and understanding to create a customer focused culture. It also looks at how our operations and procedures meet customer needs and expectations.
- Information and Access – This looks to ensure we know what information is vital to our customers. It also investigates the strength of our communication plan and looks at how we involve customers and keep you informed.
- Delivery - This area looks at how we deliver services to you and how we deal with any problems that arise.
- Timeliness and Quality of Service – Here we look at how we respond to our customers, how long it take us to respond, our performance against the standards we have agreed with our customers and how our performance compares to other organizations.
As we progress through the review and assessment of our standard of customer service, we will keep you informed of our progress through our newsletters and our web site. If you would like to find out more about our customer service review contact Lynne on 01389 877752 and we will be happy to help.