The results of these surveys are reported on every month and discussed during the SLA meetings to ensure that MST meet customer’s expectations and to discuss any service improvement plans with customers should a need arise.
This information also provides us with a basis for continuous service delivery improvement. In the case where no electronic link is available to log the necessary calls, calls can also be captured manually. In such cases, an SMS will be sent as proof that the call was received and dealt with. All calls receive a unique number starting at 1 at the beginning of each month, e.g. 1 of 06/2020.