Our management systems and processes are to ISO 9001:2000 standards, our software development is effected within TickIT guidelines and our people undergo continuous training and review, to ensure that you receive the best service possible. All supported by a company that is proud to be accredited as an Investor in People Champion.
We're not perfect, but what we can say is that if anything doesn't go quite according to plan, we have the organisation, systems and procedures necessary to identify and correct the problem; getting things back on track as quickly and efficiently as possible.
COMMITMENT TO CUSTOMER CARE
We pride ourselves on listening to our customers and responding by delivering high quality solutions, supported by a high level of personal service and support. A team of dedicated Account Managers are available to provide advice and support on the full range of solutions. In addition to this we have a specialist Consultancy and Support team to provide technical assistance and advice. We continually monitor the level of customer satisfaction through the following activities:
- Telephone interviews.
- Customer satisfaction surveys.
- Courtesy calls to purchasers.
- Product registration forms.
- Product wish lists.
All information provides feedback to the core processes of the business driving future improvement and innovation. Customer comment regarding service and support is regularly reviewed and relevant action implemented as required.
HOW WE PERFORM
Geoplan constantly monitors it's performance against key service level indicators. These service levels are designed to ensure efficient and effective delivery of the solution to our customer. Key measures are as follows:
- 99% right first time - quality, delivery and budget.
- 40% of our large software and data clients with Geoplan for over 10 years.
- Our top five suppliers have been with the company for over 20 years.
- 30% of our staff have been with the company for over 10 years.
- 70% of our business is through referral and development.
- 60% of our large software and data customers are maintained.
Source: Geoplan Service Level statistics.
NUMBER OF CUSTOMERS
Geoplan has been in business for over 25 years and during this time has served and retained customers across a broad spectrum of industry sector, business size and solution purchased. The following figures are indicative of the customers served over this period:
- Software – over 5,500.
- Data – over 2,500.
- Consultancy - over 1,000.
COMMITMENT TO QUALITY
Our commitment to quality ensures that we can deliver our business objectives. Our aim is to provide innovative solutions that exceed our customer's expectations, are designed and built to specification and are delivered on time, every time. We are focused on the development of our Quality Management Systems to enable us to identify and implement improvement measures throughout the business. We are accredited with the following standards:
Investor in People: We were first accredited to the Investors in People National Standard on 28th March 2002 and over the last decade we have maintained our commitment to the IIP framework. We were awarded IIP Gold Status in December 2010; and in March 2011 we had the honour of being accepted as an IIP Champion. We are proud to maintain this status.
BS EN ISO 9001: 2000: We operate a Quality Management System which complies with the requirements of BS EN ISO 9001:2000.
TickITPlus: TickITPlus TickITPlus is a Software Quality Management Standard built on BS EN ISO 9001:2000 and focuses on software and systems development. It is a sought after and highly regarded mark of excellence in this area of expertise. Read our TickIT Plus case study.
BS EN ISO 14001:2004: We operate our business to environmental standards defined in BS EN ISO 14001:2004.
BS7666/3:2000: A quality standard which specifies a model and basic structure for addresses in terms of data, definitions, tables and fields.