One important way for us to capture your satisfaction level is to ask for your feedback via a questionnaire.
The questionnaire uses the Net Promoter Scoring system which allows us to benchmark ourselves against our previous performances. It is based on the following scoring system:
9 - 10 - You are happy with our service
7 - 8 - You believe there are a number of areas for us to improve
0 - 6 - You are not satisfied with our service
We are continuously making improvements to our services and put in place comprehensive action plans after receiving your feedback from our questionnaire.
All the actions are tracked and shared every month with our Executive team.
These action plans are very important and with senior management oversight, we can continue to enhance the service we provide to you.