Prima's Key Principles:
3PKIs:
- Pride: in the best job we can possibly do.
- Passion: to continue to push against all odds
- Professionalism: to maintain and fulfil the customer’s confidence at all times
- Knowledge: to maintain and distribute knowledge
- Initiative: to use our knowledge to provide the best possible solutions
All the above statements are orientated around our clients and without feedback we cannot achieve our ultimate aim: to give our clients an installation they deserve - the best!
As part of Prima’s Sales Strategy, in January 2007 Prima made a decision to actively seek both negative and positive feedback on all projects completed. To do this, areas of customer service and quality of products were indicated along with a rating of importance, and all front-line team members were also actively encouraged to seek ongoing feedback.
The results of the Customer Satisfaction Surveys have been very informative with the following areas being most important to Prima’s clients:
- Contract Manager’s communication (ease of contact)
- Contract Manager’s quickness and completeness of response
- Installer’s finishing quality
- Installer’s professionalism
To date all of the above have received ratings of between Satisfied to Very Satisfied (4.3). However, the point is not just to get positive feedback and some nice scores but to attend to any areas of concern outside the scoring system in addition to scores below a figure of 3 (Indifferent). All the aforementioned are followed-up with telephone calls from a member of Prima’s staff with an urgency to put things right. With the agreement of time-scales all items are rectified at the earliest convenience and reviewed to ensure 100% satisfaction so no-one is left frustrated. Not only do Prima solve the problems, we try to eliminate the chance of them recurring by relaying all negative comments to all internal parties concerned. Fortunately, we are proud to say we have had no scores under 3 - in fact, Prima’s average performance rating is 4.4 across all areas.