STANTA score 100% in Customer First accreditation
We have recently been re-assessed for our Customer First accreditation (which happens bi-annually) and we are pleased and proud that we achieved a 100% score in the three areas:
Customer Relationships
- We build successful lomg-term relationships with our customers
- We identify our customer needs at the first point of contact with us
- Where appropriate, our customers can access other relevant and related services through their contact with us
- We clearly specify what are customers can expect from the service we provide to then
- We deliver services to our customers in a timely manner or within agreed timeframes
- The needs of our customers are reviewed appropriately during service delivery
- Our people follow clear guidelines to select the most appropriate organisation to either contract with or refer to, in the best interests of the customer
- Our people have access to relevant information that is accurate and up to date
- We gather customer feedback to check the effectiveness of our service delivery and identify opportunities for improvement
- Where appropriate, we follow up our customers after we refer them to others
- We always follow up and swiftly resolve customer complaints or concerns
- We evaluate, review and understand the impact our services have on our customer
Market Awareness
- All our people and those working on our behalf understand the purpose, aims and values of our organisation
- We have overall business objectives that we measure and regularly review
- We regularly review and identify the different needs of our customer groups
- We keep our people up-to-date with the changes in our industry sector and other related service provision
- We build successful long term relationships with other organisations to the benefit of our customers
- Potential customers are carefully selected and targeted in any marketing activity
- The introduction of every new or changed service is based on a clear rationale
- We develop and improve our services by working in partnership with other organisations
- We share knowledge with our customers and where appropriate, with other organisations.
- We set overall objectives for service delivery which we regularly review to ascertain how our performance affects our customers
- We support continuous improvement – we are able to demonstrate that we learn from our experience and make improvements to our services as a result
People
- We ensure we recruit the right people with a customer focused attitude by using effective and appropriate recruitment methods in line with equality of opportunity principles
- Our people understand their role within our organisation and are clear about what we expect from them
- Our people have the necessary skills to effectively understand and meet customer needs
- We use customer feedback to evaluate our people’s performance
- We regularly review and appraise our people to ensure that they are developed to perform their job effectively
- Our people have training and development which is evaluated to ensure that it has a positive impact on customer delivery
- We act in the best interests of our customers at all times
The assessor sent this quote:
“The absolute commitment to continuous improvement underpinned by a team of motivated, engage, and highly skilled people will no doubt ensure the organisation capitalises on whatever the future holds.”