Customer Feedback Indicates Agenda is on Track!

A survey was conducted by the business development team over several months choosing screening clients at random. The business development team are completely separate from the operational areas and so we expected to have an objective view of the service received by our clients. We have outlined the results below and whilst we are delighted that overall we scored between 7 and 8.5 out of 10 we are never satisfied and will continue to work hard to excel further in the future.

Customer care is central to Agenda’s services, we appreciate that carrying out pre-employment screening and vetting services can seem impersonal and so strive to ensure that effective communication is maintained with both the client and the candidate to make the process as painless and personal as possible. Agenda’s clients agreed, in our recent customer satisfaction survey Agenda scored 8 out of 10 for the frequency and method of communication. This is good news for Agenda particularly for the screening team who work hard to maintain standards and keep clients informed. Agenda has taken the decision to never use option based call waiting system, if you ring us you will always speak to a person and if your personal account manager is not available somebody else will always be able to help.   

The quality of the service provided scored 8 out of 10, this is a good barometer of the success of our quality management, customer care and staff recognition programmes that we introduced last year. We are proud of the effort and attitude of our staff to go the extra mile to provide a top quality service as standard.

Agenda is in the process of developing its next generation Candidate Input System which will include a number of workarounds, that we expect will improve the 7 out of 10 score received for the turnaround times of screenings. Some would think that 7 of out 10 is excellent but we are not satisfied and have already instigated a number of new initiatives through our quality management forum to further improve turnaround time. Even though most of the remaining issues are outside of our control we want to further minimise these issues by auditing and addressing each screening turnaround time and any issues raised through our ISO9001 processes.   

When asked whether our clients would recommend us the average score was 8.5 out of 10, this is an excellent score but we will be continuing to develop our services to get this feedback even higher in the future. The same 8.5 out of 10 score indicated that those surveyed would continue to use our services in the future and that they had a positive impression of Agenda’s brand. This is extremely important to us as we seek to add value to our CRB, BS7858, pre-employment screening, vetting and background checking services. There is a lot going on behind the scenes and some exciting developments are planned for the remainder of 2010 but you can be assured that we will not rest on our laurels, these scores are very good but we will not be satisfied until we are best in class.

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