Case Study - Measure of Success
A national account customer in Cedar Rapids, Iowa
U. S. Security Associates' (USA) Responsive Management® System provides our customers access to account information through a customer portal, as well and enables customers to provide feedback on services through a customer survey. Through this technology, a national account customer in Cedar Rapids, Iowa submitted a customer satisfaction survey in which he expressed frustration over several issues. He stated he would not recommend our security services to others due to dissatisfaction with operations at his account. He felt there was a lack of branch and corporate support for the account.The survey was completed on Thursday at 6:39 PM .
Responsive Management® is an accountability mechanism for client communications. It holds us accountable for communicating with customers on a set, listening to concerns and feedback, and following up with appropriate action. Any negative feedback entered into the system is escalated to senior management, making Responsive Management® not just a communication driver but a powerful motivator to sustain exceptional performance.
USA's Responsive Management System automatically forwarded the survey results in real-time to several company individuals programmed to receive feedback, to include the CEO, Senior VP – National Accounts, Business Unit President, Business Unit VP – Operations, Region Manager and Branch Manager.
USA's CEO sent an email to the corporate facility services manager to address the corporate support issue on Thursday at 11:27 PM.
The corporate facility services manager identified and corrected the issue on Friday morning at 8:32 AM.
The vice president of operations of the business unit overseeing the account also communicated with the senior vice president of national accounts on Friday morning at 10:05 AM, to ensure he was up to speed on the situation and the resolution.
The customer was contacted to discuss the issue, inform him of corrective action taken and resolution plan, and ensure communication line was open for improved customer support moving forward.
In less than 16 hours, the necessary individuals identified the customer issues, took immediate action to drive solutions and not only resolved the issue, but also implemented a process to prevent it from happening in the future. In the process of addressing the issue at hand, the corrective action revealed root cause issues which were also addressed. The customer revised his survey one week later, stating he would now recommend our security services to others and improved his rating of our operations in several areas, to include timeliness and effectiveness of branch and corporate support.
Our vision is to be the best provider of security services in the United States using a unique formula of service and technology to achieve our mission of delivering excellence and value to our customers.
We know we aren't perfect, but we do everything in our power to be the best security company partner for our customers. Once a problem is identified, we'll work hard until our customers are satisfied it is fixed.
U.S. Security Associates (USA) is an experienced, accountable, industry-leading full service provider of contract security, consulting, investigations and executive protection services. Our holistic approach integrates strategy, people, technology, and process for effective protection of personal and physical assets around the world.
U.S. Security Associates (USA) is the market-leading, wholly-owned American, full-service safety and security solutions provider. With over 160 locally-responsive offices, international locations and over 50,000 dedicated professionals, they offer the most complete array of physical security, remote surveillance, and global consulting and investigations to ensure better outcomes for thousands of clients and a range of industries. Innovative applications of leading-edge, proprietary technology enable USA to rank annually among the world's best training companies, sustain the highest standards of quality, and underscore world-class customer service with unparalleled accountability. USA's rise as one of the largest innovative security solutions leaders is a natural byproduct of these differentiators and enables the company to provide the most Safe. Secure. Friendly.® environments for people, assets, and brands. For more information, visit www.ussecurityassociates.com.
Natalie Fischer, Marketing Manager