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
