Case Study

Fire and Acoustic Seals has been built on delivering great customer service. However, we wanted a prestigious independently verified certification and comprehensive program to recognise our commitment to providing exceptional customer service: which would set our own standards to be the recognized leader in our industry. The program fitted perfectly with our ISO9001:2015 accreditation, the structured approach offers us the opportunity to regularly review our processes and procedures to identify areas for improvement and strive for even greater customer service.

We have always believed that our high standards of customer service are a key driver of business performance and so wanted an effective way of demonstrating and displaying this. We’d become disillusioned by the “awards” industry, which has become increasingly commercialised and superficial. We didn’t want to play that game anymore.

We wanted a nationally recognised certification to show that we are meeting the high customer service level standards to the public. We wanted something to recognise our hard work and almost to vindicate we are doing as we should.

In NWSSP, we want our customers to receive a high quality service, focusing on the
customers needs and requirements by delivering excellent customer service. This in turn support the quality of patient care across NHS Wales.