Client Care

Question 1

How do you provide and monitor client care?

Answer 1

• Regular communication
• Setting out clear deliverables in terms of scope of service.
• Setting KPI’s.
• Customer survey reports.

Question 2

What is needed for a firm to be regulated by RICS?

Answer 2

• Adhere to all RICS rules of conducts.
• Implement a complaints handling procedure.
• Ensure PI meets RICS standards.

Question 3

What does Mace monitor on their customer survey report?

Answer 3

• Understanding of objectives.
• Efficacy of communication.
• Knowledge sharing.
• Value for money.
• Overall performance.