In our quest for continual improvement we recognise that our Clients are our most important asset and source of feedback on our performance. We annually e-mail all our Clients with the following questions and request their participation so that we can measure the performance of our service delivery.
To ensure continuity of our Client Satisfaction Index we have maintained the same question each year. The NSI auditors, within the remit of our ISO 9001, have independently evidenced the results and comments.
| How satisfied are you with: |
Excellent |
Very
Satisfied |
Satisfied |
Dissatisfied |
Very
Dissatisfied |
| the way in which our staff report adverse comments? |
 |
|
|
|
|
| the way our staff communicate with you? |
|
|
|
|
|
| the way our staff communicate with your employees? |
|
|
|
|
|
| the quality & format of files returned to you? |
|
|
|
|
|
| the quality of our invoicing? |
|
|
|
|
|
| our service delivery? |
|
|
|
|
|
| the overall quality of our staff? |
|
|
|
|
|
|
Client Satisfaction Index increased in 2008 by 0.95% to 88.25% and demonstrates that our Clients continue to be Very Satisfied (plus) with our service delivery.
Client comments:
|
 |
|
"Thank you for all your help & support" |
| |
|
|
"Prompt and efficient turnaround of information" |
| |
|
|
"Very happy with the service and support provided by Nova" |
| |
|
|
"Most impressed with the quality of service provided" |
| |
|
|
"Excellent" |
| |
|
|
"The staff are always very friendly and helpful - they always go the extra mile to help" |
| |
|
|
"Staff at Nova are always very happy to help and always very polite, our questions are always dealt with professionally and promptly" |
| |
|
|
"I have used Nova Risk for over four years and in all this time have been very satisfied with every aspect of the service. Keep up the good work" |
Client Satisfaction Index increased in 2007 by 2.70% to 87.30% and demonstrates that our Clients continue to be Very Satisfied (plus) with our service delivery.
Client comments:
|
|
|
"I have found all staff I have spoken with to be very helpful and professional. Nova also have a very quick turnaround for processing CBR checks which, in our line of business, is very beneficial" |
| |
|
|
"Nova Risk Management have been very professional in my dealings so far with the company and I will be using NOVA to carry our all my screening requirements for the forseeable future” |
| |
|
|
"I've only dealt with Sheila Wyant, but generally myself and the company are happy with the service provided by Nova." |
| |
|
|
"Excellent service, the turnaround is incredible” |
Client Satisfaction Index increased in 2006 by 1.14% to 84.60% and demonstrates that our Clients continue to be Very Satisfied (plus) with our service delivery.
Client comments:
|
|
|
“We are not involved in the invoicing element first hand, but we've had no adverse comments” |
| |
|
|
"Both Sheila & Anita always provide us with great customer service, the are an asset to your company” |
| |
|
|
"I always deal with Mike Rollings who always offers 1st class services” |
| |
|
|
"Overall, the service is more than satisfactory as we never have any serious issues" |
Client Satisfaction Index increased in 2005 by 3.12% to 83.46% and demonstrates that our Clients continue to be Very Satisfied (plus) with our service delivery.
Client comments:
|
|
|
“Excellent service received every time” |
| |
|
|
“All staff we have dealt with are extremely helpful and professional. We will certainly continue to use your company and would have no hesitation in recommending you to others” |
| |
|
|
“We always had a good service from you” |
| |
|
|
So far so good” |
Our Clients in 2004 returned a Satisfaction Index of 80.34% and demonstrates that our Clients are Very Satisfied (plus) with our service delivery.
Client comments:
|
|
|
“We have never placed this type of business with any other like organisation so we do not have a comparison to make, but believe the time consuming activity involved in this process is carried out in a professional & business like way by Nova Risk” |
| |
|
|
“Very satisfied overall. A very professional screening company” |
| |
|
|
“Always impressed with the levels of service from staff and quality of written work” |
| |
|
|
“Excellent service from my usual contact Sheila Wyant;” |
| |
|
|
“Excellent service” |
| |
|
|
“Extremely Helpful” |
|