On the service desk at Riverbank we take pride in our service levels, our average score out of ten is continually above 9. But it is not 10! So we need to keep up with our program of Continual Service Improvement…

We rely heavily on feedback from clients and peers, then ensure we follow this up with action. Currently our biggest focus is on improving communication. Us geeks sometimes give the impression that we work best behind the scenes in a darkened room. Riverbank and our engineers do not share this view and we want to make sure that our clients don’t either.

The aim is to communicate all we do, provide regular updates and to ensure we call as well as email. A phone conversation can sometimes uncover all sorts of things that did not come out of simple email exchange. We understand it is not just the speed at which we fix your issues that is important, sometimes knowing what is happening is just as important so you can plan your day without hanging around waiting for a call back.

This is a public statement of intent so you can hold us to account and let us know when you are happy and when you are not. In my next post I hope to report back on our success and look for the next challenge. Your feedback is critical so please let me know what you think and if there are other areas we should be looking at.