Delivery of Plant |
Delivery within 60 minutes of agreed delivery time |
Punctuality of Delivery |
Late Deliveries will be recorded by your Account Manager 95 % |
Collection of Plant |
Collection within 72 hours of off hire only exemption to this will be in notifiable loads which can take up to 5 days |
Time taken between off hire and collection |
Late collections will be recorded by your Account Manager 95 % |
Breakdown / Exchange |
Attend site within 2 hours of a reporting and effect repair within 4 hours |
Any exchange will need to be completed by 1st delivery the following day |
Breakdown times will be recorded by your Account Manager with repair completion times recorded |
95 % |
Invoice Accuracy |
Accuracy |
Measurement of errors / invoice queries |
Number of any credit notes raised in any month as a percentage of the total invoices raised |
95 % |
Client Account Manager |
Frequent visits to the sites aim is to have one visit per month |
To understand performance and service delivery at contract level |
Assessed by customer feed back 98 % |
Quality of equipment |
Accepted by authorised contract signatory . Equipment to be delivered fit for purpose and to include all relevant documentation |
Implant to be informed if equipment was not to standard |
Complaints made to and logged by your Account Manager and presented at quarterly KPI meeting |
95 % |