Our Key Performance Indicators (KPI's)
At RSS, we view performance management with the utmost importance and understand that, to achieve our aim of growth, we must continually demonstrate to all clients, our ability and willingness to monitor and improve our performance levels.
Our experience of implementing a performance management regime is demonstrated by our comprehensive customer feedback process. Our feedback process ensures that we learn from all past experiences and identifies improvements to our internal management systems. Whilst our customer review process reveals excellent levels of customer satisfaction, we are always particularly interested in receiving comments on possible areas of improvement. This type of feedback enables us to continually improve and constantly deliver the highest standards of quality service at all times.
Under our customer feedback process, we request feedback from customer on our performance with regard to a number of criteria on every completed project. Our customers assess our performance by giving a mark out of 10 based on the criteria listed (based on the Constructionline Customer Feedback model).
Customer Feedback Assessment (rated from 1 to 10, 10 being totally satisfied):
- Overall Customer Satisfaction - 9.24
- Quality Of Work - 9.18
- Environmental Management - 9.22
- Safety Management - 9.26
- Delivery to Agreed Time - 9.33
- Quality of Service - 9.26
- Absense Of Defects At Handover - 9.26
- Delivery to Agreed Cost - 9.16
From this customer feedback data we maintain a number of Key Performance Indicators (KPI’s). We use these KPI’s to monitor the levels of quality and client satisfaction that we obtain from all our projects. The customer satisfaction KPI’s as listed above are based on the 75 feedback reports we have received from customers that have kindly contributed to our continuous improvement programme.
It is worthy of note that all of our responding customers confirmed that RSS would be considered for future contracts.