Customer care initiative

winner: VSG

Manned security contractor VSG committed to a six-figure investment in launching a new customer care programme – designated Commitment To Quality – that would promote the ownership and development of national and local standards among all members of staff. A modular training programme seeks to develop employee skills to their fullest, while regular customer surveys are used to measure performance and identify areas requiring improvement. The very best performers are celebrated at the company’s annual Service Awards ceremony. VSG maintains 100% customer retention right from Day One.

“VSG’s unique scheme shows an overwhelming commitment to customer care from top to bottom. The contract retention rates are mightily impressive”
– JUDGES’ COMMENT

Runners-Up

ADT Fire and Security
The ‘Keep It Blue’ initiative from ADT Fire and Security was devised to improve the customer culture within the company, and also to drive specific initiatives aimed at improving overall customer care and retention performance. The team at ADT conducted an online customer satisfaction survey through its own Call Centres. More than 3,000 commercial and residential customers were surveyed, the results of which helped identify key areas for improvement. The survey included a ‘Retention Dashboard’, as well as customer care training for all ADT employees.

Cooper Security
The company closely examined and subsequently refined all aspects of its service programme to improve the overall level of customer satisfaction. One number was introduced for all customer service enquiries as a way of simplifying the process for all callers. A Manufacturing Variance Programme has now been designed to look at ways of improving stock levels and manufacturing methods. A new Environmental Awareness Programme has also been implemented and, in terms of marketing, a new European Installers’ Club launched which directly involves customers in product development issues.

Photo-Scan Systems
Photo-Scan Systems’ series of unique customer care contracts that combine finance, security equipment and customer service into a single package has been implemented and incorporated into a major contract with NCP. The approach was structured around meeting NCP’s requirements and, over a period of weeks, Photo-Scan took a complete view of the role of security within its clients’ businesses and agreed a series of initiatives which enabled NCP to reduce its overall cost of ownership across a seven-year period.

Secom
In 2003, Secom launched an innovative programmed entitled the Quality Service Provider, which set out to identify positive steps for improving the service the company offered to potential and existing customers. It also sought to boost employee morale. Four areas are focused upon: presence (making staff available), professionalism (adopting a professional approach to business), promise (making and sticking to promises) and promptness (ie responding immediately). The customer care programme has resulted in regional sales rising by 29% and repeat business increasing by some 26%.

Visimetrics
Among the CCTV specialist’s recent list of customer care initiatives has been the OCTAR User Group. The Group was formed with the aim of providing a ‘chamber’ for system users to express their views on how the product might be improved, and for end users to outline any features they feel would be useful in their own operational environment. The OCTAR User Group also exists such that Visimetrics personnel can present their own ideas and development concepts to an informed group with a vested interest in giving open and honest feedback. As a result, some features that were thought to be worthy of inclusion in the system were actually dropped due to user feedback.