Building Cleaning Action Plan 2008
Survey data
- Annual & Iterative Customer Survey results April 2007-April 2008
- 78 Customers Surveyed with 75% response rate
Areas of Satisfaction
- 83 % of customers are aware of who to contact regarding service provision and no-one is dissatisfied with our availability when they wish to contact us.
- 100% of Customers agreed that overall our service had either remained the same or improved over the last year, up from 91% in 2005-06
- 100% agreed our staff were polite & courteous at all times, an increase from 96% in 2005 - 06
Views on Service Standards
- 61% of customers agreed our standards totally reflect what is important, with 39% stating that they almost reflected what is important. No suggestions for other inclusions were put forward.
Feedback & Comments on improving the service we provide
Customers have confirmed that we have maintained our high standards in all areas of operation. A number of suggestions have been made by customers as ways of improving service levels which will be addressed at client meetings
Action Plan to maintain/improve standards
- Communication with the customers remains a key factor in ensuring customers remain satisfied with service standards. We will seek continuous service improvement by initially holding weekly liaison meetings to discuss the specification, schedules and standards of our cleaning with customers. Thereafter, when an acceptable level of service is reached, monthly meetings will be held supported by regular Iterative Surveys to target any problem areas.
- We will address the problems of staffing by ensuring adequate cover for annual leave and wherever possible, in the event of any unplanned absence, keep the client informed of arrangements and introduce new cleaning staff to customers.
- Responding to requests and complaints as quickly and efficiently as possible remains a key priority. This will be achieved by regularly reminding staff of the importance of passing on information & discussing problems at customers meetings. We will also log all requests on a central database for reference and monitoring.
- To ensure that standard of cleaning remains as consistent as possible we will continue to implement the schedule of monthly Quality Control Checks at all sites at a frequency agreed with clients, and monitor on a regular basis.
