Sovereign Group makes a point of providing two tiers of Key Performance Indicators.

Carrying out Client Satisfaction Assessments on a formal basis and having a dedicated control system for this purpose.

Establishing carefully selected and defined contract relationship Key Performance Indicators in order to monitor costs and timescales and client relationship matters.

Feedback from these surveys is a vital part in the assessment of performance levels, enabling the Group to review and set targets fur future performance and then monitor performance against this. The design and content of the Client Satisfaction Assessment was compiled after consultation with a number of customers to ensure the inclusion of even the most thorny issues as well as the more obvious.

Sovereign Group is committed to achieving the targets set out by the Government Housing Corporation and its consultant bodies including Egan and Gershon. By using a mixture of Key Performance Indicators to measure customer service and constructional activities, the company can eliminate unnecessary risk from the process wherever possible without detriment to the quality of the service.