Providence
Capital strives to provide customer-oriented products and services.
We recognize that the most important driver of success is Customer
Satisfaction, and that the most influential tool at shaping
it is Customer Feedback. Throughout the duration of our interaction
with you, we’ll listen; we’ll ask questions; we’ll
constantly seek ways to better understand your needs and to
improve the quality of our services.
Just after the commencement of a contract, and periodically thereafter
over the course of an ongoing payment plan that we administer, we’ll
ask you to evaluate our services on the basis of factors that provide an
indication of our performance in meeting your expectations.
We hope to be of service to you, and know that we’ll make every effort
to deliver our services efficiently and to add value to your organization.
Examples of some of the assessment areas and performance metrics that we
track and measure from our initial conversation to closing include:
COMMUNICATION
Engaged Listening and Learning
Recognition of Customer
Objectives
Proactive Questions
Reasonable Information Requirements
Straightforward Processes
Accessible
RESPONSIVENESS
Information and Service Requests
Customer Timelines
Customer Process Requirements
Reliability
ACCURACY
Product/Process Knowledge and Suitability
Consistent Accuracy of Information
“Doing It Right The First Time”
MANAGEMENT
Accountability
Administration of Product and Service Delivery
Flexibility and Resilience
Consistent Execution
Ongoing Commitment to Action
QUALITY
Customer Service Standards
Reasonable Forms and Documents
Reduction in Causes of Repetitive
and Inefficient Activity
Risk Management
Assessment of Overall Value-cost,
time, productivity
