Planning, project management, consultancy, survey
and analysis in coastal and offshore sectors

 

QUALITY ASSURANCE

CUSTOMER FEEDBACK 2007

I am pleased to announce that Emu achieved outstanding levels of customer satisfaction during 2007.  I would like to thank all our Clients who provided feedback. This is crucial to help us deliver a high quality and customer focused service.  I would also like to thank everyone at Emu for their hard work and dedication that ensures we retain good relationships with our Clients and exceed targets in all areas of service delivery. 

During 2007 we took significant steps to improve our customer feedback system by:

  • Reviewing our questionnaire to make sure we assess all areas of service
  • Introducing a quantitative scoring system so we can assess our performance, set targets and assess effectiveness of improvements we make. 
  • Monitoring data to make sure we could react immediately if targets began to slip.
  • Centralising the management and issue of questionnaires to improve send out rates, eliminate bias and enable accurate monitoring of data.
  • Instigating a reminder system if no response is received to our first request for feedback (results in an additional 50% response rate).
  • Reviewing our complaints policy to ensure any negative feedback is dealt with via our complaints procedure.

The resulting data for 2007 provides a good baseline for future targets and improvements.  We will continue our efforts to encourage our Clients to provide feedback and help our Project Managers embrace it at key stages of project progress.  We have many exciting plans for improvement during 2008 and look forward to seeing these reflected in next year’s results. 

An impressive 46% of clients responded to our customer feedback survey during 2007, greatly exceeding average response rates for this type of survey.

We assessed 9 key areas of service delivery using a 1-5 score system and set ourselves a target minimum score of 4 for each area.  Based on feedback returned during 2007, summary results indicate:

  • We exceeded an average score of 4.0 in every area of service.
  • Our best performance is reflected in the quality of written documents and ensuring we fulfill the conditions of our proposals.
  • Areas which could benefit from improvement include communications with our clients on contractual issues and project progress.
  • All customers would recommend Emu to another company.
  • No customer rated our services as poor.

Simon Shaw
Managing Director
December 2007

Feedback 2007

 

Deep knowledge in shallow seas

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Registered Address: 1 Mill Court, The Sawmills, Durley, Southampton, Hampshire, SO32 2EJ