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Alongside our VOC survey, customer facing employees across all regions in China are required to use a customer satisfaction rating system.

SGS China Consumer and Retail Services uses a monthly customer evaluation tool to help employees develop a detailed understanding of customer needs. Using this online tool, customers rank employees based on the level of satisfaction the employee provides.

Employees receiving low customer satisfaction scores are provided with one-on-one support in developing individual improvement plans, while employees receiving high customer satisfaction levels are awarded a monthly service star award, which offers these employees priority access to training. Employees receiving the monthly service star award over three consecutive months receive a silver service star award, offering an incentive to maintain consistently high scores from customers.

SGS China has found that the process enables employees to commit to continuous improvement in customer satisfaction, helps to build customer loyalty and significantly improves overall operating performance.