ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 99.2 An SIA Approved Contractor can demonstrate that it measures and improves both customer and consumer perception of its organisation, its people andits services.9.2.1 The regular review of performance against responses from customer opinion gathering.Clarification:Opinion gathering to deliver quantitative measures does not have to be a formal annualquality questionnaire; it can be as simple as a series of set questions to be discussed with allcustomers, with the results being consolidated, into percentages or numbers, for theorganisation.Some organisations will have sophisticated systems for doing this, whereas otherorganisations may gather information on an informal basis.Organisations should be able to provide examples of feedback from customers, including anindication of how the organisation has responded, and any action taken as a result.Test:Discussion with Managing Director and where applicable other management personnel suchas the Marketing Director and Operational Director as to what measures are maintained andthe outcomes achieved.Review of results provided.Examples could include their views on: capability and behaviour of employees value for money reliability responsiveness flexibility communication accessibility intention to renew contract willingness to recommendLinkages with other Indicators:2.3.1 The organisation understands its customer’s requirements.3.3.1 A process for ongoing customer site visits has been defined and implemented.3.4.1 Procedures are in place to handle consumer feedback and are implemented.201The 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.