Performance trends

Throughout 2020, a performance monitoring system was developed (Performance Dashboard) with the capability of comparing performance on all aspects of the business between quarters for presentation to LGCF and the Longhurst Group Board.

From  this  information, the LGCF can flag any performance trends and early warnings of possible operational problems and raise concerns to the Group Board.

In conjunction with this, the LGCF has regular accurate and timely updates on customer complaints and their views regarding the services provided by Longhurst Group and the results of comprehensive analysis of customer surveys via the computerised Rant and Rave software package.

All the above has cemented an encouraging rapport of openness between Longhurst Group and the LGCF,   enabling customer assurance to be investigated more readily by the LGCF.