Communication is key to helping us to improve and it is vital for us to know if we are satisfying the requirements of our contracts and meeting the demands of our customers.
To ensure our customers are receiving the level of service and support they expect we randomly select five customers each month to take part in a questionnaire. This questionnaire is aimed at finding out how our engineers are performing whilst on site and if there is anything our customers would like to happen differently.
We ask our customers to rate and comment on a range of categories including:
- the quickness of the engineer’s arrival
- the level of the engineer’s professionalism
- how well did the engineer explain the work that was carried out
We also analyze our compliance with our customers’ Key Performance Indicators (KPIs) to ensure we are satisfying their requirements and to find out where we can implement improvements. The areas we look at include:
- Response times
- Rate of first visit fixes
- Repeat faults
- Availability of parts in engineers’ vans
We are always keen to hear from our customers and so if you have any comments or suggestions regarding any aspect of APS performance please contact us