As part of FSD’s commitment to continuous improvement, in late 2009 we set up a web-based feedback process to elicit feedback from clients on aspects of our project delivery. The feedback is a key management tool and is subject to review at every board meeting.
The questionnaire (click here to view detail) asks for a quantitative response for a number of key factors. If any feedback questionnaire receives a “poor” rating then further responses are solicited asking for specific reasons for the score. This detail is used by the FSD SHEQ Manager to investigate the issue raised and to identify an improvement plan. There is also the opportunity for the addition of qualitative feedback.
A summary of feedback received during 2010 can be viewed here; we are pleased to note that feedback from our clients is overwhelmingly positive.
For example 100% of respondents who replied during 2010 scored “Attitude of Staff” and “Safety & Environmental Focus” as being Excellent/Very Good, and 92.3% felt our Standard of Workmanship was Excellent/Very Good.