December 2010 saw the completion of the second round of the Agenda Security Services customer satisfaction surveys for 2010. The surveys were independently carried out by the business development team using randomly selected cleinmts to remove any suggestion of bias or favour. The team were also able to provide immediate responses to clients if any concerns or recommendations were raised during the survey interviews. As a group the company Agenda is highly focused on its clients and delivering services that are of the highest possible standard and we were delighted to see the overall score rating for the company increased year on year from 8.1 out of 10 to 8.7 out of 10.
However Agenda Security Services scored particularly high leading the way for quality and professional service delivery with an overall score of 9.2 out of 10 compared with 8 out of 10 the previous year. This rating increase clearly demonstrates the hard work and determination of the team to continually improve customer service and client relations. During the last year the team has worked even more closely with clients, had regular meetings and telephone conference sessions to better understand the client’s needs.
The area which they were marked the lowest was the frequency and method of communication which was marked at 8.4 out of 10 (still a creditable score) however when the Business Development team reviewed the comments for this score, this was due to contacting the clients too frequently and being too efficient, therefore the team are now working with customers to identify their preferred frequency and method of communication and we hope to see an improvement in this area when the surveys are conducted in 2011.
Most importantly the clients gave a 10 out 10 rating for recommending Agenda to others and also for using their services the pre-employment screening in the future which is the best compliment the team can get.
Richard Connelly, Security Manager explained how happy he was with the results “The team have invested a lot of hard work consistently over the last year to deliver these improvements to our clients and the results from this year’s survey are a clear indicator that the hard work was well worth it, that clients recognise it and that they are impressed with the new operating procedures and associated service improvements – well done to the team! You are a credit to Agenda.”
If you would like any further information about this survey or any aspect of Agenda’s screening services contact info@agenda-security.co.uk or call 08456 44 55 46 for a prompt, professional and friendly response.
