Performance
Over the past few years SIS has been adapting our service delivery to meet changing circumstances and needs of customers during and after the covid pandemic. As a consequence, the set of challenging key performance indicator targets are no longer relevant. We are working on setting new KPIs which are suitable for current service delivery and remain challenging and stretching and encourage continuous improvement.
In addition to KPIs SIS also measures customer satisfaction via surveys, feedback, case studies, and externally verified quality awards.
Feedback is used as the main driver of continuous improvement.
Satisfaction Measures
SIS uses the Friends and Family Test to calculate a Net Promoter Score by asking
On a scale of 0 to 10, how likely is it that you would recommend SIS to a friends, family or colleagues? where 1 is not likely at all and 10 is extremely likely
| Service Providers | 52 |
| Service Users | 56 |
| Volunteers | 78 |
| Mixed AGM responses | 94 |
We also survey customers to gauge their satisfaction against criteria that are known to be a priority. Respondents were asked to state the degree to which they agreed or disagreed with the following statements
- SIS delivers professional services
- SIS provides prompt response to my needs
- SIS is easy to contact
- SIS respond proactively to feedback
- SIS explains it’s service clearly
- SIS provides high quality services
