About three years ago we decided to make our brand promise “A Higher Standard of Service™”. It wasn’t because we are arrogant, or believe we are better than others, but purely because we wanted to establish a bar for ourselves and an expectation for our customers. The question is, how do we measure or benchmark for this goal?
We measure customer satisfaction and drive continuous improvement through our quality program and while this is an important exercise, it does not benchmark our service level against the industry. We needed to find another approach, a true benchmark, with an acceptable unbiased method by which to measure it. So, in March this year we commissioned DNV GL to undertake an ‘O&M Capabilities Assessment’ of UpWind in order to gain insight to the critical questions, “how good are we” and “how do we compare to others”?