The collation of feedback from all sources is vital to ensure a service that moves continually closer to meeting user aspirations. Quadron calls its customer complaints and feedback collation system a Service Improvement Database (SID) in order to emphasise the positive nature of customer comments and to ensure that all feedback is captured for analysis and action.
The SID is used not merely to record and take action in respect of complaints from customers: it is equally useful for our own employees to log any day to day problems that they might encounter, such as blocked drains, graffiti or broken fences. This can aid the Client to facilitate a quick response, and also alleviates the frustration that can be felt by staff if they are unable to register recurrent problems. Given that the employees are in frequent contact with the general public, they receive more face to face verbal feedback than the contract management do, hence they are encouraged to pass this on via the SID.
Reports generated from the SID are regularly analysed and presented to Clients as required. Where consistent trends are established action is taken to improve performance.