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Judging Criteria
Judges awarded up to 75 marks on four set criteria – with up to 30 marks for innovation and up to 15 marks each on the communication, performance/benefit to clients and service standards – and up to another 25 marks for the general overview.
The total submission – answering the four set criteria (below) and the overview – were be no more than 1,500 words. All parts of the submission refered to specific developments during the past 12 months.
The four set criteria are as follow:
INNOVATION:
What is available in addition to the basic core and value added services that
are provided? How do you liaise with clients to ensure developments continue to
meet their needs? Which new services have been introduced and how successful
have they proved? How quickly can products and processes be adapted to meet
market changes or to meet an individual client’s needs?
COMMUNICATION:
How do you report to clients and how do you ensure they receive up-to-date and
meaningful information in a format that meets their requirements? Are reports
available online and in hard copy formats?
Can clients dictate the frequency and style of the reports they receive? If applicable, do users have the means to build their own custom reports?
PERFORMANCE AND/OR BENEFITS TO CLIENTS:
What performance measurement systems do you use and how do you compare
with your peers? What procedures are in place to monitor performance and examine
the results? How frequently do account managers discuss performance and
operational and service levels with clients on a face-to-face basis? How
frequently are factual/statistical reports produced?
SERVICE STANDARDS:
What external quality accreditations have you achieved and are these processes
ongoing? Do you carry out formal research with clients to measure how
effectively you meet or exceed their expectations?
How often do senior managers review operational standards against the service standards agreed with each client? Do you cross-train personnel to ensure that knowledgeable staff members are always available to support ongoing relationships? Do you benchmark your service standards?
Professional Pensions would like to thank all those who have entered this year's awards and congratulations go to all those who not only won on the night, but those who made the shortlist.
