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View reports for client service
1  Unacceptable
2  Very poor - always fails to meet expectations
3  Poor - often fails to meet expectations
4  Satisfactory - sometimes meets expectations
5  Good - often meets expectations
6  Very good - always meets expectations
7  Excellent - consistently exceeds expectations

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Service standards specified

The provider specifies, in the form of a Service Level Agreement (SLA), the standards which will be met in delivering the service - including standards expected from the client.

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Standards contractually binding

The provider includes in the contract the agreed service standard.

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Reporting against KPIs

The provider delivers reporting against the agreed service standards by reference to Key Performance Indicators (KPIs).

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Other feedback

Year-on-year performance, improvements needed...
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