ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 6Criteria 6 – People6.2 An SIA Approved Contractor can demonstrate that it trains and develops its people to deliver customer satisfaction and added value, to anagreed standard.6.2.6 Customer feedback is obtained for individuals working with clients.Required Achievement LevelCustomer feedback is acceptedwhen offered.All aspects of the previouscolumn plus:Customer comments onperformance are fed back to therelevant employees.All aspects of the previouscolumn plus:The feedback, both positive andnegative, is presented to theindividual in a timely manner.Where necessary remedialaction/additional training isimplemented.All aspects of the previouscolumn plus:Customer feedback is activelysolicited for staff requiring an SIAfront-line licence.It is also included in the annualappraisal process.All aspects of theprevious column plus:Customer feedback is activelysolicited on all individuals whohave contact with customers andis presented to the individual in atimely manner.It is used to influence payreviews/bonuses and/or used toformulate training and successionplans.148The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.