Service Commitment

Bespoke Service Level Agreements

We believe that business performance measurement is essential to maintain the excellent level of service offered to all our customers; however, it is also appreciated that every client’s accommodation & meetings management programme objectives and service delivery expectations are unique.

For these reasons, we adopt a consultative approach to identify, agree and document the key performance indicators (KPI) for service delivery within a comprehensive Service Level Agreement (SLA) that will:

• Meet customer expectations from day one, and
• Set ‘stretch’ targets for continuous improvement throughout the contract term.

Typical KPIs cover telephone answering response, confirmation turnaround, management information & KPI report delivery, invoicing accuracy, customer satisfaction levels, policy and agency compliance, online adoption, and cost reduction against agreed targets and goals.