To keep informed of the perception of our service through the eyes of our customers.

We must know what our strengths and weaknesses are as seen through the eyes of our customers and work on building on the first and overcoming the second.

To allow for quick identification of any trends / changes in the service levels being offered.

To provide management with an objective means of appraising the effectiveness of our customer service training.

Also to provide management with an objective means of appraising the performance of individual retailers.

To establish an acceptable benchmark level for our centre on the service standards we expect  our retailers to provide to our customers.

To constantly emphasise the importance and priority customer satisfaction must be given by all of our retailers.

Research has shown that companies can boost profits by almost 100 percent by retaining just 5 percent more of their customers.

  Statistics show that a happy, satisfied customer is likely to tell four people, whereas an unhappy customer will tell at least nine people.

Quick quality of service fixes do not exist.  Service quality is an attitude and requires commitment.  Service excellence is a never ending journey, the only option is to plug away towards better quality service every day of every week of every month of every year.

Casual Visits - based on min. of 10 reports.

1 visit per tenancy per annum

2 visits per tenancy per annum - scheduled 6 monthly.

3 visits per tenancy per annum - scheduled 4 months apart.

4 visits per tenancy per annum - scheduled quarterly.

6 visits per tenancy per annum - scheduled bi-monthly.

12 visits per tenancy per annum - scheduled monthly.