Customer Satisfaction
Customer satisfaction begins during the development phase of our partnership.
Unique Approach
With a model that is built around SERVICE delivery, quality is at the core of our objectives. Perceived quality requires that all participating parties are clear and agreeable to the KPIs. Once this is established, our operational team will build in redundant levels of oversight to ensure delivery at the provider level. Examples of the redundant levels are:
- Director of Operation: The on-site Specialist reports to the Director; he/she performs bi-weekly program reviews.
- Specialist Mentors: Each on-site Specialist works directly with a seasoned Specialist, reviewing documentation and their assessment processes, as well as case reviews.
- Report Specialist: AWS has one dedicated staff member responsible for ensuring each program is measuring data that will feed into KPIs.
Additionally, AWS has a customer satisfaction survey that we request to have completed by the site associates prior to the initiation of a program and six months post. Samples of this survey are available upon request. Every monthly, quarterly and annual report will reflect the status on hitting/exceeding expectations and plans for performance improvement.