Posted by Gareth
CB Screening News
Following the recent customer feedback from our clients, we would like to thank you very much for taking the time to complete our recent survey. We have processed all of the data received and are extremely pleased with the results received. Addressing any issues raised by our clients and providing excellent customer service is paramount to the success of our organisation.
The results of survey were as follows:
100% Agree CBS Staff are friendly and helpful
98% Agree CBS Provide excellent customer service
97% Agree CBS provide an invaluable service to their business
99% Would recommend the services to CBS
42% Requested further information regarding the additional services CBS provide.
Any organisations wishing to receive further information regarding the services provided by our organisation please email rachelb@cbscreening.com or contact our office on 01443 799900.
12% Suggested ways for CBS to improve their current services.
CBS have written to all clients who provided feedback regarding suggestions for CBS to improve services and would like to address the most commonly raised points:
Point 1: Additional support for first time users of the system
In relation to this point CBS are currently addressing the guidelines documents issued at the point of registration and also liaising with our IT Department in order to introduce help buttons on the online system. Additionally, we would like to reiterate our commitment to first line customer support and would encourage all clients to contact us via telephone where we would be pleased to walk you through the process and provide any required guidance.
Point 2: Employer to receive hard copies of criminal certificates
As an ebulk provider, meaning we can process CRB applications on line approved by the Home Office and Ministry of Justice, we are able to provide huge benefits to processing and completion times of CRB Disclosures as well as removing the margin for human error and avoiding any applications to be returned from the CRB. As the process is entirely electronic, the CRB do not return hard copy certificates for criminal disclosures where no information is required to be disclosed. In every instance the individual will receive a copy sent to their home address, however, only if the status reads in ‘in post’ will the employer receive a copy. ‘No match’ means the CRB have no information to disclose and the CRB check is clear. ‘In post’ means there is information the CRB would like to advise the employer which can not be transmitted electronically due to a risk of security, therefore a hard copy will follow in the post. Any organisations who believe receiving a hard copy certificate is critical to their processes may wish to opt for previous paper-based methods of processing which we of course happy to provide.
Point 3: Cost of CRB processing
Please be advised the fees to access the CRB and DS Disclosure service are set by the Criminal Records Bureau and Disclosure Scotland respectively and are out of the control of CBS. However, CBS are conscious of the financial commitment many organisations have to make in order to comply with regulations and legislation and acknowledge the processes can often become expensive when undertaking high volumes of criminal checks. Therefore, CBS are committed to the consideration of reductions in administrations costs to long standing customers who submit volume applications. If you would like to apply for a reduction in administration costs please contact Rachel Bedgood via email who will be able to consider your circumstances and authorise any changes to your account (rachelb@cbscreening.com).
CBS strive to achieve outstanding services to all clients by implementing online, streamlined processes and first line customer support, we were pleased to receive the following comments from some of our clients:
~ Thank you for your continued support and business we look forward to working with you in the future ~
