Improving customer satisfaction at PR Scotland
In order to keep improving customer satisfaction, Bield has created a new complaints procedure based on the model Complaints Handling Procedure (CHP) developed by the Scottish Public Services Ombudsman.
Under the changes, the procedure has been reduced to just two stages instead of the previous three and it also gives the option for customers to make complaints to other bodies such as the Care Inspectorate.
Bield is currently providing housing, care and community services for older people. The company also has 16 housing developments in Edinburgh and provides care services during the day.
Brian Logan, chief executive at Bield, said: “Complaints give us valuable information that we can use to improve customer satisfaction. They provide a first-hand account of our customer’s views and experience, and can highlight problems we may otherwise miss. The new procedure will help us do our job better, improve relationships with our customers. It will help us keep the customer at the heart of the process, while enabling us to better understand how to improve our services by learning from complaints.”
“We hope that this procedure will enable us to address a customer’s dissatisfaction and try ‘get it right first time’ and even help to prevent the same problems that led to the complaint from happening again.”