Achieving a quality result through ISO 9001 and NPS

It was a successful last quarter of 2019 for all things quality-related at PSU.

Quality management system audit success

First up, we were pleased yet again to pass the 6-monthly BSI audit for our ISO 9001:2015 accreditation with zero non-conformances.

The audit took place at our Cheltenham HQ in November, and the auditor was impressed by how the core values of our Quality Management System are embedded in our company culture.

Celebrating our highest customer satisfaction score

In October, we celebrated our highest ever monthly Net Promoter Score since we started using this measure of customer satisfaction over seven years ago.

Measured on a scale from -100 to +100, October saw us score +96. Any score above zero is good, with +50 rating excellent and +70 being considered exceptional.

This was followed by scores of 79 in November and 88 in December, finishing the year on a high.

How do we use Net Promoter Score?

We measure customer satisfaction in line with the industry standard Net Promoter Score, which is designed to hold companies and employees accountable for the customer experience. It delivers real-time information which our team can then act upon to improve service.

All customers are sent service questionnaires upon the completion of a ticket, in which they are asked to rate their satisfaction and their likelihood of recommending PSU. Data from these is used to inform our ongoing service strategy and to produce our monthly NPS score.

Customer feedback

Every completed service questionnaire is entered into monthly and quarterly prize draws. One of our recent quarterly prize winners was Peter from OBG Pharmaceuticals, who won an iPad which was presented in November.

In his latest feedback on our service, he said:

Peter Chiu

Excellent service from PSU, prompt reply and quick resolution.

Peter Chiu - OBG Pharmaceuticals

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