Quality Assurance

  1. How do you measure corporate client satisfaction? Transferee satisfaction? Include a copy of the company’s typical corporate client and transferee surveys.
  2. Provide your client and transferee ratings from the past three years.
  3. What are your survey response rates?
  4. How often do you meet with clients? Who regularly attends these meetings?
  5. Describe the performance metrics and procedures your company will use to measure the success of your program.
  6. Discuss your problem resolution process and escalation procedures.
  7. Describe any recent initiatives your company has introduced to lower client cost and/or improve service.

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