Once systems are in place and operational, the Crown Quality Assurance
Group, together with the External auditors, evaluates the system and
continually measures its effectiveness.
Customer
Feedback
These measurements include
telephone and face-to-face quality surveys throughout the lifecycle
of the services being provided and customer feedback upon completion
of services.
Surveys
Surveys are also undertaken
twice a year with Corporate Clients to ensure services are being
provided in-line with expectations and agreed Key Performance Indicators
(KPIs).
Benchmarks
Consistent, company-wide
results reveal trends and provide benchmarks for quality enhancements.
