Published on 10 June, 2014
|National Account Performance Scorecard provides total transparency into performance for customers
STANLEY Security, a leading provider of integrated security solutions for retail, commercial, and industrial organisations globally, launches an updated version of its National Account Performance Scorecard this week, June 11-12, at the 2014 NRF Loss Prevention Conference & Expo in Ft. Lauderdale, FL.
STANLEY’s National Account Performance Scorecard, first introduced in 2005, is issued to every STANLEY Security National Account customer each quarter, and provides quantifiable data on how STANLEY is performing on customers’ accounts throughout the year. This includes security data across all the customer’s locations and benchmarking metrics that rate the business against similar companies, providing actionable business insights for the future of the customer’s security program.
The National Account Performance Scorecard evaluates STANLEY’s performance on customer accounts in The Five Customer Touchpoints: Account Management, Installation, Service, Monitoring, and Billing. Knowing that providing total transparency with customers builds stronger partnerships, in-person Quarterly Business Review meetings are held with each customer to access STANLEY’S performance, as well as provide valuable insight into how a customer’s security program is operating across all their locations. By reviewing this data every 90 days, STANLEY Security has put a system in place, whereby open-ended, ongoing dialogue can be provided to evaluate a customer’s security program and help to drive efficiencies and accomplish security and business objectives.
“The STANLEY National Account Performance Scorecard is an offering that truly sets STANLEY apart,” said Marty Guay, Vice President of STANLEY Security. “We were the first in the industry to provide our customer base with a consistent measurement of our performance and success. By focusing on self-evaluation, and allowing customers to define our strengths and where we can improve, there is a direct line of communication between the STANLEY team and our customers. Benchmarking ourselves allows for full transparency with our customers and the opportunity to grow in how we serve and support them.”
In addition to showing how STANLEY is performing on customers’ accounts, the National Account Performance Scorecard provides high level security data, delivering total visibility into store locations nationwide, communicating the insights and tools needed to drive excellence within a customer’s security program. For example, for those retail customers who have large global footprints, the “High Activity Report” provides actionable data for the top ten locations or stores that have the greatest number of incidents in the prior quarter. This provides retailers and other businesses full transparency on key alarm activity so they can quickly identify issues and address them immediately. To make this document invaluable to customers, STANLEY Security continually improves on the data it provides and adds new metrics each quarter based on customer feedback and needs. Additionally, customers can access STANLEY’s eServices 2.0 online management portal to retrieve even more detailed reports on how their locations are performing.
“In talking with our retail customers, we have learned that they rely on STANLEY as an expert to help educate them on new, cutting-edge technologies they could implement to improve their security programs”
The Performance Scorecard also includes a Customer Satisfaction Survey, allowing customers the opportunity to provide STANLEY with valuable feedback on its level of service throughout all areas of the partnership. As STANLEY continually endeavours to be the preferred security partner, STANLEY’s customer service and leadership team reviews all survey feedback to make any adjustments and improvements as required by the customer.
With the move toward electronic efficiency, convenience, and the desire to streamline business operations, customers appreciate the option to save time and receive an electronic PDF version of STANLEY’s Performance Scorecard that fits into their schedule, either prior to their Quarterly Business Meeting, or if having an in-person meeting is not feasible during a particular quarter. Being mobile and accessible means having immediate access to this tool, so they can review it off-hours or while traveling. More importantly, the electronic version allows other departments including IT, facilities, store operations and loss prevention teams to have equal access to the report and provide feedback to STANLEY.
“We believe true partnership with our customers starts with an open book approach,” stated Pat Mulhern, Vice President- Commercial and Retail Sales of STANLEY Security. “We value our relationships with our retail customers and look forward to discussing how we can better serve them. The Quarterly Business Review meeting gives us an opportunity to address ways to improve and foster a true business partnership. Plus, in its new electronic format, the National Account Performance Scorecard is more portable and accessible for retailers on the go. Available for viewing on any tablet or mobile device, our retail customers can easily have insight into their security reports while traveling to stores across the country.”
The revised Performance Scorecard also reflects STANLEY’s new brand and includes a news page to inform customers about what’s going on at STANLEY each quarter, cultivating a true partnership and continuous, open communication with customers and their businesses. In addition, as a technology partner with its customers, STANLEY provides a security product and service feature in every issue of the Performance Scorecard.
“In talking with our retail customers, we have learned that they rely on STANLEY as an expert to help educate them on new, cutting-edge technologies they could implement to improve their security programs,” stated Mulhern. “Highlighting innovative products and services in the Performance Scorecard is one way we can ensure we’re providing this valuable information to our customers on a quarterly basis.”
Learn more about the STANLEY Security National Account Performance Scorecard and STANLEY’s eServices 2.0 at STANLEY’s booth #1409 throughout NRF 2014.