Client Care Flashcards
What KPIs does your company’s’s client satisfaction survey monitor?
My own business is in the process of setting up a KPI system, however I have managed a KPI system for one of my clients, Kier ltd - these KPIs monitor client satisfaction with a 360 review which measures client satisfaction by communcation, transparency across commercial dealings and operational dealings & H&S - these are measured accross pre-construction phase, construction phase and post construction phase out of 10.
How do you define a client’s objectives?
Identify their deliverables
Identifying what value means to that client
Value management employer’s requirements - not just cost cutting but ensuring we can achieve maximum efficiencies from construction methods, logistics and program.
Project brief, scope
Communication with client
Past client feedback - good & bad - compliants
How do client objectives differ between projects?
Scope
Time
Cost
Quality
What is the timeframe for assessing a variation under JCT?
28 days from receipt of information
14 days from receipt of any subsequent information
What types of fee exist?
Time charges basis or fixed
How would you calculate a fee?
Allocate resource
Allocate rates - cost to employ
Sub-total = true cost
Add net contribution = final cost shown to Client
Working days per month % of individual time on project Outline services Plot graph Add profit margin Calculate fee Note below the line services
I would identify all the tasks that needed to be done which form the services required
I would look at the complexity of the tasks and assign a staff member of adequate seniority against each task
I would then look at the programme for the deliverables and see whether additional resource would be required to hit the timescales
I’d then multiply the amount of man hours by the rate for each
I’d clarify any items which are unclear in a list of assumptions / exclusions
What should be included in a company’s complaints handling procedure?
Info about who is the appointed person within the firm who deals with complaints
Request that all complaints are made in writing
The stages of the CHP
The timescale for considering a complaint
What are the types of standards documents that RICS produce?
International Standard (mandatory)
RICS Practice Statement (mandatory)
RICS Code of Practice (mandatory or recommended good practice [will be confirmed in the document itself])
RICS Guidance Note (recommended best practice)
RICS Information Paper (information and/or recommended best practice)
Codes of Practice
Guidance Notes
International Standards?
Codes of Conduct (rules for firms and employees)
Can Employer or Public Liability be capped?
No - Liability cannot, however insurances are
Cannot be capped for actual fraud and shall not limit our liability for death or personal injury caused by negligence.
What is the ISO standard for complaints handling procedures?
10002
What is a net contribution clause?
It is a clause in the professional indemnity insurance that states the consultant taking out the policy will only be liable for the part of the financial loss that is caused by their negligence.
For example, if an Engineer and an Architect are both negligent in their designs and the client suffers financial loss, a net contribution clause would force the client to sue each party sepatately to recover their total loss.
Why is it important to build relationships?
To earn the trust of clients and gain opportunities to be shortlisted for future work.
As an RICS member to help build and promote trust in the institution.
Why is it important to identify a client’s requirements?
In order to deliver a high standard of service you need to know what the client expects.
To ensure their requirements will be met, which will avoid wasting resources doing effectively abortive work.
Also important to ensure they are satified with the service offered.
How do you identify a client’s requirements?
Identify their objectives
Identifying what value means to that client
Value management employer’s requirements
Project brief, scope
Communication with client
Documents they provide you with
Communicating the requirements back to the client
How does your company’s collect data on client care?
With the client satisfaction survey
Various methods, email, online portals
CRM
