Quality Control Systems
We successfully operate a bespoke CRM (Customer Relationship Management) system, which is a business management system; this enables us to deal with all aspects of auditing, monitoring, performance and overall management of our contracts with a real-time reporting process.
CRM allows us to effectively organise, track, and deal with any issues. It also ensures that the right member of staff is assigned to the task without delay and managers can see at a glance how the task is progressing. Our clients are able to benefit from this system and can see that issues are being dealt with and by whom. As this system is web based it allows all issues to be logged, viewed, and managed from the desktop, laptop, or tablet computer 24 hours a day, 7 days a week.
Tablet computers held by management are pivotal in the monitoring and supply of our services. They are directly linked to the server based in Head Office which means that instant decisions are made on site. Data is processed automatically on handsets which are supported by our new IT infrastructure.
Senior management constantly review response time and quality to meet client service level agreements. Monthly reports are generated from CRM system for monitoring purposes, including timeliness of response to calls/requests, site attendance rates and level of complaints and response times.
In line with procedures for our accreditation for Quality Management Systems (BS EN ISO 9001:2008), six-monthly client satisfaction surveys are sent out by email. Each survey completed is passed to the relevant head of division, the results are then analysed and the necessary action is taken if required.
Key Performance Indicators
At Chequers we are committed to continue and improve our service and performance for our clients and monitor this by way of Key Performance Indicators.
Customer Satisfaction – We recently underwent our second ‘Customer Satisfaction’ survey for AmicusHorizon, where some 4,000+ leaflets were delivered across all schemes asking residents what they thought of Chequers. From the responses received there was a massive 93% who said they were ‘satisfied’ or above.
Staffing – We can ensure that the appropriate level of staff will always be on site to complete the cleaning duties every day. It is our responsibility to ensure that the site(s) is cleaned to the required acceptable standard at all times and this will be of paramount importance to all managerial, supervisory and operational staff. In instances where a regular cleaner is absent, we have emergency response teams who are fully trained and have the relevant CRB checks in place to carry out the normal daily duties. Emergency Response is available at short notice and is able to get to site within one hour of an absence being reported.
Extra Mile – Many of our clients have issues with bulk waste and unsightly fly-tipping. This can be frustrating for residents as it lowers the overall appearance of many areas. We currently have two caged tipper trucks that work seven days a week. We also provide a jet washing service that quickly removes unsightly graffiti.
Quality Control – We carry out Quality Control visits on a regular basis to ensure that the highest standards are achieved and maintained. This information is fed back to our CRM system, and where necessary a copy will be sent to the client.