Andrea Pierce, Manager, Quality and Compliance, further describes the process, explaining that the quality survey is sent to our entire client base. The survey asks for a numerical score from 1 to 10 that corresponds with the client’s satisfaction with ISS. In addition, clients are asked to identify our strengths, as well as any areas that can use improvement. “This is the third year we’ve conducted an annual survey of our clients and the process has become increasingly efficient and effective each year,” said Pierce. “This year, 40 percent of customers responded, which is a great response rate and allows us to form a more representative impression of our quality process.”

“All companies can find ways to improve their operations and we are no exception,” Pierce continued. “However, the first step towards progress is identifying the areas where we can improve. By conducting a quality survey, we’ve instituted a process for looking at trends, something two ore more customers feel would be an improvement. That’s what the ISO system is really about – customer feedback and service improvement.”

Once clients bring attention to a specific area, we promptly react with a plan to correct and improve the service or process. For example, ISS recently introduced an Online Training Program as a result of customers expressing an interest in non-traditional training, as well as additional guidance in the areas of team building and computer skills.

The surveys also detailed in what areas ISS excels, which proved to be highly consistent between clients. “Responsiveness, customer service and quality people were mentioned repeatedly,” said Andrews. “It is gratifying to see that our customers mentioned again and again that we are responsive to their needs. This comment was prevalent in all operational territories and is a wonderful reflection on the great people we have throughout the organization.”