The QUEST Cycle
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.
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 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).
Consistent, company-wide results reveal trends and provide benchmarks for quality enhancements.