The purpose of this Framework is to bring a number of processes and procedures together, and to set out the Growth Company’s (GC) commitment to delivering a high-quality customer experience, but also to meet the following requirements:
The Growth Company delivers a broad range of services to businesses and individuals and therefore works with a range of customers including:
The Growth Company’s Vision, Ambition and Values emphasise our commitment to provide a high-quality service to all our customers. We actively encourage a culture of continual improvement by monitoring and reviewing our performance and services in a systematic manner. This includes seeking out the views of the customers with whom we engage. When joining our programmes you will be notified of the different ways you can provide feedback, discuss the services you receive and also be advised how you can make a complaint.
No matter how you engage with the Growth Company, we are committed to ensure that the interaction you receive is of a high quality, with our values at the heart of everything we do.
It is our aim to ensure that we understand your needs to maintain a consistently high level of service, in which you can expect a positive experience.
You can expect the Growth Company to align our behaviours with the GC Values:
Our aim is to create a safe and inclusive environment, where people are treated with dignity and respect. We adopt a zero-tolerance approach to any form of behaviour that constitutes bullying, discrimination, harassment and victimisation. We reserve the right to remove our support if a customer's behaviour is not aligned to these standards.
We monitor and review our performance against these requirements in a variety of ways, such as:
The feedback we receive through these routes is incredibly important to GC to understand if we are meeting the needs of our customers and any improvements we need to make.
Although the core of our service is the delivery and interaction of our programmes, we also recognise other areas of our business as falling within the scope of this framework, such as communications, our websites and social media outlets, our centres, offices and the materials within them.
GC also undergoes various audits and assessment via external bodies which cover aspects of the Customer Experience, and feedback/recommendations are reviewed with appropriate actions taken in response (e.g. ISO9001 – Quality Management Systems, Customer Service Excellence, and Investors in People).
If you would like any further information or have any questions regarding GC’s Customer Experience Framework, you can contact us via the below: