Service Standards
At Stratford Business Services we are committed in providing the best customer service. To help us achieve this we set targets and constantly monitor our performance against these service standards.
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Service
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Current Performance
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Target Standard
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Answer Telephone
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Estimate is 90% within 15 seconds
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95% answered within 15 seconds
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Return messages or calls left on answer phone outside of office hours
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Estimate is 90% within 2 working days
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95% responded to within 1 working Day
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Answer letters
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Limited data available
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95% of responses to be received by customer within 5 working days
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Answer e-mails and faxes
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Estimate is 90% same day
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95% to be answered within 1 working day
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Deal with requests from drop-in visitors
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Estimate is 90% seen by an appropriate person within 20 minutes
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90% to be seen within 15 minutes of arrival
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See visitors with appointments
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Estimate is 90% seen within 2 or 3 minutes of appointment time.
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90% within 5 minutes of appointment time
95% within 10 minutes of appointment time
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Respond to messages
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Estimate is 90% responded to within 2 working days
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95% to be responded to within 1 working day
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Schedule visit appointments for
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Estimate is 90% within 10 working days of request
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95% within 10 working days of request
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Produce proposal for training solution
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Limited data available
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95% within 10 working days of discussion
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Proposal meets employer’s needs
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Limited data available
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90% employer satisfaction rating
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Induction onto programme
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Estimate is 90% on date agreed
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90% on date agreed with employer
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Assessor / Trainer makes initial contact with candidate
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Estimate is 90% within 4 weeks of induction
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90% within 2 weeks of induction
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Assessor / Trainer starts assessment or training with candidate
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Estimate is 80% within 4 weeks of induction
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90% within 2 weeks of initial contact by Assessor
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Acknowledgement of a complaint
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No evidence
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100% within 2 working days of receipt of complaint
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Notification of outcome of investigation into a complaint
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No evidence
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100% within 10 working days of acknowledgement
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Delivery meets agreed needs and timescales
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Limited data available
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75% on time achievement
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Expected impact on business is achieved
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Limited data available
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85% achievement of identified outcomes
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Learners / candidates given appropriate information, advice and guidance throughout
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Estimate is 90% satisfaction rating
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90% learner satisfaction rating
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Resources and materials used meet the needs of all learners
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Limited data available
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90% learner satisfaction rating
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Employer Charter:
This charter covers the full range of Stratford Business Services’ full cost recovery training activities to include but not be limited to: NVQs, Apprenticeships and options for conference/room hire.
Our Aims:
• Delivering outstanding service
• Meeting the specific requirements of you and your organisation
• Delivering an appropriate and relevant training provision and/or other business services
• Delivering a positive, tangible impact to you and your organisation and continually measuring and reviewing progress against training requirements or the provision of other business services
• Providing referral to another quality provider if we are unable to meet a training requirement and/or business service
What we expect from you:
• Accurate information that relates to your organisational needs for training and business services
• Positive commitment to learning through the duration of the programme of study, encouraging and ensuring attendance and to provide notification of absence normally within two working days.
• Notification of learning and/or other difficulty or impairment that may be a barrier to learning so these can be appropriately catered for
• Encourage employees to demonstrate their skills and abilities
• Ensure that all participants engage, where possible, and adhere to health and safety requirements on all premises where training or services are provided.
• Notification within two days when private employment circumstances or the circumstances for the provision of business services change.
What we expect from your employee:
• Punctuality and regular attendance, providing two days notice of absence where possible
• Commitment to their learning or training programme
• Completion of set tasks and assignments within agreed deadlines
• Responsible behaviour at all times
• Commitment to health and safety requirements and to courtesy, equality, diversity and inclusivity.
Service Information:
Stratford Business Services is normally open from 08.30 to 17.00, Monday to Friday, as well as certain evenings and Saturdays to accommodate business demand.
Location information is available on request, or alternatively on our website at: www.sbs.stratford.ac.uk|.
At Stratford Business Services, we are wholly committed to ensuring that all of our clients are satisfied with the services that we provide. Unfortunately things can sometimes go wrong. At SBS we welcome your feedback, both positive and negative, so we can continually monitor and improve our performance. Compliments or complaints should be made to Julie Weatherhead either in writing or on 01789 297335, who will be happy to discuss them with you.