We conduct independent regular recorded audits and inspections of our works to ensure that standards are consistently achieved and the agreed Key Performance Indicators are met or bettered. Each month we meet with our customers to conduct a Service Review and we ask them to score our performance by means of a simple 1 to 5 Score Sheet.

With 3 as the acceptable score, we investigate and report on all instances where scores of 2 or less are given; likewise, where a score drops by 1 or more points from month to month.

This performance data is maintained by the Regional Managers and are used in assessing and appraising their own field and site staff. A full analysis of all scores is reviewed by the General Manager who will monitor all corrective actions across all regions. A copy of these Score Sheets is provided to the Board for their regular meetings at which Service Quality and Customer Feedback are permanent agenda items.