Uxbridge-based SitexOrbis, a provider of specialist 24/7 property and people protection, has won the British Chambers of Commerce’s Chamber Awards 2010 for ‘excellence in customer service’ for London and the south east and will go forward to compete for the national title in November.
The Chambers of Commerce cited the way the company had set out to reinvent itself to improve services. SitexOrbis reports that a 2008 independent survey rated it number one for customer satisfaction in its sector in the UK and highlighted ways the business could improve.
The company launched Project Pride with the aim of involving staff in the creation of what the firm calls a more customer-centric approach. After introduction of the ‘Ten commandments of customer care’, a ‘Customer commitment charter’, a staff reward scheme for innovation and much training, a continuous improvement programme is in place that incorporates customer ideas, staff ideas and management plans. The access management service eMAKS has already won SitexOrbis three awards this year from industry bodies for replacing keys with one electronic key that can be reprogrammed remotely by the company. For customers in property management, it means the end of costly and time-consuming key collections.
Other services include lone worker protection. In 2009 the business’s name changed from Orbis to SitexOrbis to unite the business under one name, while maintaining a heritage as the inventor of Sitex, the steel security screens used to protect empty property windows and doors. The award is sponsored by AXA PPP healthcare.
