Customer profiles are kept on a database (significant background data is compiled about the customer which includes end users and key delivery partners). The profile comprises information on:

Customer expectations and desires from the total value package.

Expectations about commitments from the company.

The customer profile database is audited by periodic review to gauge accuracy (this should indicate 99 100 per cent accuracy).

Orders and order patterns are reviewed in order to further understand the customers (and analysis is shared with supply partners).

A programme of customer meetings is in place which is regular and scheduled around customer convenience.

The percentage of customers visited and the scheduled visits targets are measured for audit assessment and proactive analysis.

A system is in place for tracking feedback, both positive and negative, from customers.

The feedback received is shared throughout the organization or where particular feedback is deemed appropriate.

Feedback information is reviewed for frequency of updates, the effectiveness of communicating feedback to the appropriate people, and whether the feedback has been actively used for improvement work.

Upper management is obliged during the year to spend time in customer services to understand customer experiences and levels of service received.

A documented working process is in place to measure customer satisfaction.

The customer satisfaction measurement is consistently collated and reviewed regularly to monitor customers' perceptions of service.

Measurement of customer service indicates continuous improvement in the customer service function.

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