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Quality of Service Monitoring Policy
If a Service Provider has failed to deliver the quality of service as specified by CertainShops Ltd below or has been the subject of complaint on three occasions then he/she will be removed from the site.
Breaches of Quality of Service are:
A Service Provider receives a total rating of 7 or less from the feedback form
A Service Provider has not responded to a client within 24 hours (use of autoresponders are considered to be an acceptable response)
Fails to keep an appointment as agreed with the client
There is an actual complaint from a client
CertainShops receives a poor testimonial regarding a Service Provider
Fails to deliver the service as agreed with the client on the booking form
The Procedure for breaches of Quality of Service are:
CertainShops will contact the Client to inform them the matter is being looked into
Encourage the Service Provider and customer to resolve the issues involved
Following a resolution invite client to re rate the Service Provider and/or up date the testimonial
If however there have been three occasions of breaches of Quality of Service then the Service Provider concerned will be removed from the site permanently.
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