Stage 9 - Ensuring Customer Satisfaction: The Power of Vertical Audits and the Logbook Portal

Vertical audits (VA) are a management tool we use to measure service delivery. Introduced in August 2003, our VA determined effectiveness by evaluating responses to 15 specific questions from our customers. In effect, our customers judged the success of the maintenance plan on their experience. In February 2005, we took our VA to the next level by including a tour of the Logbook Portal. This tour revealed significant areas for improvement today; our questionnaire follows the Logbook Portal tour and evaluation covering a range of essential topics, including:

1. Registered users and allocation of premises.
2. Asset registers and systems by type.
3. Assets service history, certification and maintenance procedures.
4. Evaluation of risk assessments.
5. Engineer's recommendations and filtering.
6. Maintenance Plan overview month by month and drill down.
7. Assets. Current condition and status.

We believe that effective auditing should identify problems before they become a crisis. That's why our Logbook Portal aims to spot issues and empower our management team to make informed decisions.

Our VA plays a critical role in our portal-managed service, assessing account activity, Trusted Partners' and Coordinator's performance, and the effectiveness of the maintenance plan. It starts from the initiation of the job onto the worklist through to the final certification completion.

Overall, Vertical Audits are a crucial part of our commitment to delivering high-quality service and ensuring our customers' satisfaction.