Customer charter
| Principle | Promise | Measure |
|---|---|---|
| Excellence | We are committed to ensuring that our customer service, the range and content of our qualifications and our processes are of the highest quality and show the added value gained from our expertise in construction. | Customer Coordinators will resolve 90% of your queries first time and all queries within 1 working day.Your Customer Coordinator will contact you after each Quality Assurance visit to listen to your feedback.We provide you with a dedicated Quality Advisor to conduct each of your external verification visits.You will receive printed copies of our centre support guide and qualification and publication catalogue within 4 working days of placing your order and printed copies of our qualification support material within 14 working days.Your Customer Coordinator will acknowledge your complaint on the day of receipt and confirm the details of the person dealing with your complaint. You will receive a full response within 10 working days. |
| Openness | Actively listening and being open to customer feedback and new ideas is key to delivering the service our customers want. We are approachable, available and receptive to feedback. | You will receive a quarterly newsletter in electronic and/or hard copy format and a monthly e-newsletter.We host Regional Forum events twice each year to listen to your feedback and keep you up to date with our latest developments.You can provide us with your feedback face to face at our forums, over the phone with your Customer Coordinator or via email on our website.You will be able to access information on our website within 3 clicks of a mouse.We publish our performance against this customer charter twice a year in our quarterly newsletters.We publish an annual customer improvement programme and our progress on the tasks within it.We conduct customer research, using an independent research company, on an annual basis and will share the results with you.We host an annual exams officers forum.We will conduct all external verification visits inline with our published standard. |
| Simplicity | We will ensure that we are easy to work with and our offer is always clear. | We provide online systems for processing candidate registration and certification, giving you a 3 working day turnaround for certificates.For those customers without online access, we provide a fast and efficient paper-based process with a turnaround of 10 working days.You will be able to apply for centre approval, additional qualification approval and assessor/internal verifier registration online and, if any information is missing or incomplete, we will call you rather than returning the application.For tests taken online, you will receive the results within 4 working days with results for examiner marked papers within 42 working days.We provide information on approval within 10 working days of receiving your application. |
We have developed this customer charter to esnure that we are focussed on delivering the things that are important to you. We will be open and will share our performance against the charter in our quarterly newsletters.