“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”
Peter Drucker

PMI is in the business of knowledge, enlightening clients by sharing expertise and experience within the field of human capital development. PMI strategises, implements and manages solutions that create skills that empower individuals and businesses to continuously improve performance, productivity and profitability.

To ensure that PMI not only facilitates this growth and sustainability within our clients’ environments but also experiences the same within our own organisation, we have formalised a strategic partnership with a customer service specialist. This partnership enables us to measure, research and strategise solutions around our client service based on current insight into the key aspects underpinning our service levels.

Every month various PMI clients across all services and industries nationwide are questioned on the following key customer service drivers:

• Appreciation
• Competence
• Empathy
• Knowledge
• Partnership
• Proactivity
• Reliability
• Responsiveness
• Trustworthiness
• Value

The accumulative score for the above is then calculated to determine our overall client service index (CSI). These individual scores, the CSI, the client feedback and the researchers’ comments and observations equip PMI with the knowledge required to guide operational, service and strategic improvements and new developments.

“Our CSI for November 2011 is 87%, consistent with the previous month’s 91% and an improvement on August’s 68% and September’s 79%,” says Kim Smallie, managing executive of PMI Industrial. “We appreciate our clients willingness and enthusiasm to participate in these surveys and assure them that the data collected is put to excellent use.”

Some of the highlights in our November report include a score of 100% for Value and 92% for Trustworthiness, Appreciation, Responsiveness and Proactivity.

One of the PMI clients surveyed this month was Rhona Wolmarans of Altech, whose comment in response to the evaluation of Partnership was: “ PMI are true, genuine partners. All of their efforts have proven that they see the bigger picture and they have integrated themselves into our business.”

“We appreciate that our clients’ needs are every-changing and that our services and service levels need to proactively respond to these needs. The insight gathered in our monthly clients satisfaction surveys and our holistic key account management give us immediate access to these realities. This ensures that the quality we invest in our services is the quality our clients get out,” concludes Kim Smallie.