Commitment to Quality
Maintaining high standards of service and pushing delivery levels often well beyond customer expectations has helped to create much valued, long-term business partnerships for Norse Commercial Services across the many sectors we serve.
Quality assurance is paramount in every area of our operations and we are proud that Norse has become a trusted name through its emphasis on stringent quality management and performance monitoring processes.
One of Norse's key strengths is that we are a customer-focused company - listening and responding with great care to the views of our customers and other service users. And we don't simply stand still: our processes are regularly reviewed and modified to provide us with the best possible tools necessary to meet our objectives.
Our quality assurance systems operate to ISO 9001:2008 for the provision of all services.
In order to integrate key performance indicators into strategic planning, Norse uses the "Balanced Scorecard" as its Performance Management System.
There were 888 external compliments received in the 2014/15 financial year, along with 339 internal compliments; a total of 1227.
External compliments show that we are delivering high standards of service in communities while internal compliments reflect the smooth way in which Norse's various divisions are interacting.
The compliments received have covered almost every area of Norse's operations - from catering, cleaning, transport, grounds and home care to security, customer call centres, street cleansing, tree-cutting and refuse collection. We believe that those comments speak volumes about our work.
Customer Satisfaction rate for 2014 was 93.5%. An increase from 92% in 2013 and 90% in 2012.
Customer satisfaction was 95% in 2015 with a total of 2940 multi service surveys completed by an external marketing company VTM. These surveys are telephone surveys and the feedback is
invaluable in both retaining our contracts and improving our performance.
||ISO 9001:2008 Quality Assurance System
||Registered with Constructionline