ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 9Criteria 9 – Results9.2 An SIA Approved Contractor can demonstrate that it measures and improves both customer and consumer perception of its organisation, its peopleand its services.9.2.1 The regular review of performance against responses from customer opinion gathering.Required Achievement LevelCustomer opinions are notregularly reviewed.Customer opinions are regularlyobtained and reviewed on acustomer by customer basis.Reasons for shortfalls inperformance are understood.Customer opinion has improvedfollowing changes made as a resultof feedback.Performance against customerperception measures is regularlyreviewed.Measures cover all aspects of theservices provided to customers.The results show positive trendsand/or sustained good performancefor the period of time the measurehas been in place.Reasons for shortfalls inperformance are understood.Improved performance has takenplace in the areas targeted forimprovement.All aspects of the previouscolumn plus:All measures have targets. Theseare either met or the reasons forshortfalls in performance areunderstood and are beingaddressed.All aspects of theprevious column plus:Comparisons of performance aremade with relevant organisationsinside and/or outside of thesecurity industry.Performance comparesfavourably.External comparisons arerelevant for promoting learningand improvement.200The 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.