Customer Care

As part of Secure Vision's ISO9001/2000 quality procedures, customer satisfaction plays a pivotal role. Not only against the standard, but also forms a key interface to the companies business management system.

The following is detailed in a written procedure QMP18 Customer Feedback and is reviewed and audited against the standard and in line with our SGS Yardsley accreditation. The purpose of this procedure is to ensure that there is a pro-active programme in place to acquire and monitor information on customer satisfaction and/or dissatisfaction.

From the formation of a customer satisfaction team, to the timely submission of information to the management review meeting. The Process Owner with the senior management team, identify the employees with specific responsibility for determining and ensuring customer satisfaction.

The Service Coordinator identifies methods for measuring and disseminating customer satisfaction and dissatisfaction information, contacts customers at regular intervals after completion of the contract and then annually. (In practice, this means contacting the customer as close to the required time as is practical for both parties.)

The Service Coordinator also records the results in a Customer Satisfaction report for discussion at the next Service meeting, resolves any issues that arise from the survey or escalate the issue to the Managing Director if it is outside of the team's scope of authority.

The Service Coordinator will then analyse the results and provide a summary report to the Management Review Meeting, showing the trend in the level of customer satisfaction.

Secure Vision offers full support to all the clients of the group from individual / multiple installations to projects nationwide.

Our customer care & after sales support package known as our 10–10–10 Policy ensures that our clients are automatically attended to 10 days after completion of any installation in order to ensure complete satisfaction is maintained.

This courtesy is repeated after 10 weeks and again after 10 months.

Our 10–10–10 Policy is in addition to our normal servicing & maintenance procedure and therefore guarantees - Customer Care At Its Best.