Service Standards

Richmond AID Customer Service Standards

Co-produced by staff and volunteers in November 2010

We have developed our Service Standards to ensure that Richmond AID delivers quality services which are accurate, timely and achieves high client satisfaction rating. The service standards will underpin the work we provide, and ensure that we can measure it and improve it on a regular basis.

The service standards will help us improve our records which are used to:

  • Build a picture of our client group such as their disability, age, residence and services required and identify gaps
  • Ensure clients receive the right service(s) across Richmond AID
  • Provide correct statistical information to funders and grant makers
No Standard

 Who does this apply to? How can we measure it?
1 Return phone calls within 24 hours (this may be to say we have received their query and then we can let them know how long it will take to resolve their query) All staff and volunteers Service logs on all services including advice, spade, reception,
2 Reply to written requests (emails, letters) within 5 working days All staff and volunteers Managers to monitor and report.
3 Follow up calls on advice service (Ask 80% of clients if they would be happy to have a follow up call) Advice service volunteers and staff Advice sheets/database
4 Use a standard telephone greeting (see below) giving the name of the service and your name All staff Managers and Senior Advice Volunteer to monitor and report