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

Vertical Audits (VA) are a core component of our quality assurance framework. First introduced in 2003, they provide a structured, evidence-based method for measuring the effectiveness of each customer’s maintenance plan. Rather than relying solely on internal assessment, Vertical Audits place customer experience and operational outcomes at the centre of the review.

In 2005 we expanded the VA methodology by incorporating a guided tour of the Logbook Portal. This step transformed the audit process by enabling customers to verify asset accuracy, service activity, compliance records and user behaviour directly within their digital logbooks. Today, every VA follows this enhanced model, focusing on practical performance indicators such as:

1. Registered users, access permissions and the accuracy of premises allocations.
2. Completeness of system-by-type asset registers.
3. Quality, accessibility and completeness of service history, certification and documentation.
4. Review and validation of site-specific risk assessments.
5. Assessment of engineers’ recommendations, including categorisation and filtering.
6. Evaluation of the Planned Maintenance schedule, including monthly drill-down.
7. Accuracy of asset condition status and actions required.

Effective auditing is a proactive discipline. The Logbook Portal’s real-time visibility ensures issues are identified early, before they escalate into operational disruption or legislative non-compliance. This transparency enables our coordinators, Trusted Partners and customer management teams to make informed, data-driven decisions.

Vertical Audits form a critical benchmark within our portal-managed maintenance service. They evaluate performance across the full chain of activity – from job creation and scheduling, through to engineer attendance, documentation accuracy, and final certification. The result is a measurable demonstration of accountability, contract performance and continuous improvement.

Our commitment to rigorous auditing ensures that maintenance plans remain effective, compliant and aligned to our clients’ operational and regulatory needs. It is this disciplined approach that reinforces long-term customer satisfaction and underpins the reliability of our digital maintenance ecosystem.

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