Procurement are committed to providing all of our stakeholders and suppliers with a professional and quality service both now and in the future, supporting the objectives and the delivery of the University’s Procurement Strategy.

To achieve this we have developed Procurement Satisfaction Surveys which will seek to address the key elements of good customer service:

  • Professionalism
  • Effective Issue Resolution
  • Timeliness
  • Information
  • Guidance

Good Customer Service means providing services which consistently exceed the expectations of our stakeholders and suppliers. We will do this by:

  • Target the right people with the right information at the right time.
  • Raise Procurement’s profile and build relationships with key stakeholders through regular and targeted communications.
  • Provide mechanisms for Procurement to listen understand stakeholder’s needs and implement improvement.
  • Produce information updates to appropriate stakeholders groups through SharePoint, the Procurement website and other channels as appropriate.
  • Achieve consistency in communications by focusing on Procurement’s key messages.
  • Project an appropriate image of Procurement as being a client-focused support function through consistent communications.

An annual survey will be carried out with all Internal stakeholders and external suppliers on all aspects of Procurement, satisfaction levels will be calculated (subject to a high response rate), and published.

The verbatim of comments received will be reviewed and implemented into ‘Improvement Plans’ to enhance the level of Customer Service we deliver to the University.