It has always been one of the key elements of English Landscapes' culture to strive for continuous improvement in its service. We believe it is important to solicit the views of our clients on our performance, which we do through our Client Satisfaction Programme.
English Landscapes carries out regular reviews with clients during the lifetime of each project and in this way we are able to compare performance against expectations.
These reviews are undertaken by our Marketing Team and not by a member of staff with whom the client has regular contact. We feel that it is more valuable that somebody independent of each project carries out the review and receives the feedback.
Measurement is effected using a standard set of Key Performance Indicators (KPIs), which are loosely based on those of the construction industry's 'Rethinking Construction'. These are not set in stone and alternative KPIs can be developed jointly between English Landscapes and the client to reflect the clients' specific concerns.
The information collected through this programme is then used to review all aspects of English Landscapes' service performance and to make improvements, where necessary.
