Service Levels
SACO takes the views of its guests to heart. We ask everyone who stays with us to rate our performance and we publish the results for everyone to see. This is the way we measure our performance and the way we know what needs improvement.
“The service I received was excellent from start to finish, especially as I had been let down by another company at the last minute. I cannot think of anything in the process that needs any improvement.”
SACO Booker
Our Service Level Agreements
At SACO we offer our clients a tailor made Service Level Agreement (SLA) to suit their needs and guarantee that we will meet their specific requirements. SACO offers its clients the piece of mind that comes with these guaranteed service levels and the convenience of one point of accountability from start to finish.
Our SLA's are based around a set of core principles of continuous improvement:
- Ask questions and listen to our clients
- Establish clear expectations about service levels
- Seeking out unbiased client and guest feedback to measure performance
- Use this feedback to continually improve our service offering
Below you can see a typical example of an SLA for one of our clients, setting out its requirements, our responses and targets.
A typical service level agreement:
| Client requirements |
SACO Response |
Target |
| Client supplies SACO with Order. |
SACO will acknowledge receipt of Order by email or fax within 2 hours.
SACO will provide written confirmation that Order has been placed (by email or fax) within 24 hours of receipt. |
100% |
| Client logs complaint with SACO. |
SACO will ensure full complaint resolution within 24 hours of receipt of the complaint. |
100% |
| Client to decide if monthly/and or quarterly review meetings are required. |
SACO will ensure full attendance at review meetings. |
100% |
| SACO to provide MI reporting on a monthly/quarterly basis as required. |
SACO will supply Client with report by email on a monthly/quarterly basis as agreed. |
100% |
| Health and Safety compliance. |
SACO will ensure that all apartments, premises and facilities are fit for purpose and comply with relevant Health and Safety and Environmental legislation. |
100% |
| Client guest arrives at accommodation following an Order being placed. |
SACO will ensure that appropriate accommodation is available for all confirmed Orders made.
SACO will ensure that accommodation will be available from 16.00hrs on the day of arrival until 10.00hrs on the day of departure. |
100% |
| SACO will survey all Client guests and bookers on a regular basis and provide feedback. |
All surveys logged and feedback built into a quarterly/monthly report. Any issues raised on the surveys to be responded to within 24 hours of receipt of survey. |
100% |
To discuss your requirements with a member of our Business Development team just call us on 0117 970 7163, and we'll be happy to help.
