“We undertake performance analysis of all contractors in accordance with our Quality Assurance (ISO 9001) procedures; Bagnalls scores are consistently high. A high proportion of the works awarded to Bagnalls is for Educational establishments and to date we have only ever received positive feedback.”
Stockton Borough Council

Performance Monitoring

The establishment and monitoring of partnership objectives and key performance indicators are essential.

Bagnalls has monitored customer satisfaction for a number of years, the feedback received following the completion of all types of projects helps us continuously improve in all areas of our service delivery from customer care to environmental matters. Added value can be achieved in many ways and recorded and monitored to demonstrate continuous improvement, for example:

  • Improved customer satisfaction
  • Quality assurance
  • Zero defects
  • Cost reduction and certainty
  • Time predictability
  • Efficiency
  • Communication and liaison
  • Sustainability

Reviewing and monitoring this data along with our partners, allows us to challenge the existing services that we offer and continuously look at ways to develop our services to offer cost savings, specification improvements and benefits to the local community. By working together and evaluating performance against benchmarks, we can introduce new objectives and plan ways to innovate for the future.