We completed Globe’s ISO9001 Management Review earlier today, looking at the outcomes of our internal audit. Now in our third year of auditing the systems these processes are well established, so we took some extra time to consider our client feedback – which we are very proud of.
- Overall 88% of our client responses say they were extremely satisfied with the service they received and all of the remainder said that we met their expectations for service.
- When asked to comment on how reliable well-informed, efficient, responsive and professional our clients found us, 76% said we exceeded expectations and all of the remainder said that we met their expectations.
- Responses for our responsiveness and professionalism were even higher at over 81%.
A number of clients had also taken the time to submit written comments a sample of which I’ve pulled out of our audit papers and copied below.
Ian Miller, Greggs Plc
Lynette and the rest of the team I felt gave a really positive and efficient service.
Steven Schofield, Woodland Estates Limited
Very diligent & professional approach. Always kept me informed of developments. Very easy to deal with & believe they will always ‘go the extra mile’.
Matt Jones, LN5 Estates Limited
Achieved exactly what we wanted.
Sam Basu, SSB Carehomes Limited
Achieved what they set out to do. Very professional and knowledgeable.
David Forington, T H Forington & Son Limited
We have tried on numerous occasions over the past 30 years to get this property de-listed with no success but Globe have exceeded expectations with complete success and the property has now been demolished. They have succeeded where many others have failed though lack of knowledge and expertise. An excellent organisation with all staff pleasant and efficient even though this was a difficult and tedious process – will use them again for any new projects.
Embedding ISO9001, particularly with external audit (by QMS International) in a small professional services company needed a lot of careful thought in the early stages to ensure that the system served the business rather than the other way around. Now, with two external audits and seven internal audits behind us the business benefits are clear and crucially being experienced by our clients.