We’ve had our 2nd surveillance visit for Customer Service Excellence and we are delighted to confirm that we have not only maintained the standard for another 12 months but achieved Compliance Plus in criterion 3: Information and Access. This means the assessor feels that we have gone above and beyond what would normally be expected and showed innovative practice by having a detailed model produced for the West Smethwick Park project.
Customer Service Excellence is a great self-assessment tool to measure how customer focussed we actually are. We were very surprised when we started evidencing what had changed since the assessor’s last visit in February 2016, how many improvements we had made to ensure our customers receive an excellent customer service from us.
Quote from Assessor:
“Returning again this year to Sandwell MBC – Urban Design and Building Services confirmed the determination of the staff to continue to provide a high quality service to all customers. Changes, developments and improvements have proved positive and with a real desire to listen to customers and partners, staff confirmed their enthusiasm to deliver a true customer service excellence. During this year’s surveillance, it was clear that there have been some challenges, however, evidence showed they have overcome those and are clearly keen to continue to develop the service.”
