What our customers say about us

The FSA as our main customer has numerous interfaces from the Chief Executive, Senior Management, SMHI's, to MHI's.

We also deal extensively with the FSA Veterinarians and staff working within the Business Development Unit, Human Resources and Finance Departments.

Operating within a commercial environment means it is critical that we measure customer satisfaction and achieve a constantly improving partnership relationship.

We define satisfaction levels carefully so that we can monitor and measure them at pre-defined intervals to ensure that we are consistently achieving high levels of professionalism and superior service delivery.

We measure customer satisfaction for our external customer (FSA) by way of a KPI system which is set up to monitor our performance in achieving agreed service levels.

A red, amber, green system (RAG) is used as a measurement overview and management tool. This colour-coded system works well to identify customer satisfaction and is a vital representation of our success and areas for improvement on behalf of the client.

A recent anonymous Customer Satisfaction Survey carried out highlighted many key strengths in our business.

It also gave us valuable management information on minor issues that we need to focus on to continue to improve the efficiency and effectiveness of our service delivery.