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Customer Satisfaction

BCRM aims to meet its Client’s requirements or exceed them.

BCRM wants to know if its Clients are totally satisfied with the services it provides and if there is anything that can be done to improve them. To ensure customer satisfaction, BCRM has a procedure implemented to capture suggestions and deal with complaints as part of its ISO 9001 Quality Management System.

What should I do if I have a suggestion or complaint?

To make a suggestion or complaint either discuss this with your on site Consultancy Team Leader, alternatively email or phone David Lilburn Watson (Managing Director) or  dlwatson@bcrm.co.uk or +44 1983 999 999

Client surveys

BCRM selects a representative number of Clients to receive a survey report on the services or products that they have received from BCRM. This is an opportunity to make those views known. Details on filling in and returning the form are given on the survey from itself.

Project completion forms

At the end of each project the Client is asked to fill in a certificate of satisfactory completion of the project. This provides a facility for either recommending an improvement or making a complaint.

How long will I have to wait for a response?

BCRM endeavours to deal with all enquiries or complaints within 24 hours of receiving them. If a response has not been received in 24 hours BCRM should be advised of this by appropriate means.

What should I do if I am still not satisfied?

If the complaint or suggestion has not been dealt with speed and to your satisfaction, the Managing Director (see above) should be contacted directly.