The Australian Business Award for Service Excellence recognises organisations that have achieved outstanding results through initiatives that demonstrate leadership and commitment to service excellence.
In late 2015, Smile Solutions adopted a structured approach to listening to, and acting on, what their patients have to say about their treatment with Smile Solutions. The cornerstone of this approach is their customer experience survey. The Smile Solutions customer experience survey is an electronic questionnaire which they invite all new patients to complete online after their first dental treatment at any of their practices. The goal of the Smile Solutions “We Are Hearing You” initiative is threefold: to collect rich and mineable data on the treatment experience of clients who are new to the practice; to closely monitor and analyse that data; then to act on that data. The objectives of the initiative are to maintain at an optimum level, or to improve, customer experience to the point where they have a firm loyalty to Smile Solutions as their dental provider and are motivated to recommend their services to others.
Patients who provide their contact details and say they are happy to be contacted by email are thanked for their feedback and invited to add to it, in particular giving details of staff members who did great things so that they can be recognised. Patients who provide negative feedback are contacted as soon as possible if they have provided their contact details. Smile Solutions view negative feedback as an opportunity either to clarify a patient’s misunderstanding of a situation or, where applicable, to improve their systems. Those who have not had the ideal experience may be offered sporting tickets, movie tickets or free take-home teeth whitening kits.
Smile Solutions is being recognised for a Service Excellence Award in the Australia Business Awards 2016.
The Australian Business Awards are the regional chapter of an integrated, hierarchical leadership program conducted on a national and international level. Eligible organisations from each region are invited to participate in the international chapter of the program at The World Business Awards. Conducted annually and currently in the second year of its international launch, The World Business Awards seeks to engage with the world’s business, innovation and technology leaders through a global recognition and knowledge building initiative that is underpinned by the program’s established framework. The program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance. The cycle culminates in the recognition and celebration of organisations that implement world-class business initiatives and industry leading products and services on a prominent and far-reaching scale. All entries must be entered in the regional chapter where the organisation is based.
Organisational participation includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.
Initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.
Entries are assessed utilising a robust and dynamic framework to ensure that the assessment process is pertinent and objective. The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards. The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.
Organisations that participate are provided with the unique opportunity to benchmark themselves against the top performers globally. The recipients are acknowledged for their achievements and recognised as the elite of their industry earning a place amongst a distinguished group by having their products, projects, initiatives, contributions and achievements recognised on a prominent and far-reaching scale. The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige. This establishes a valuable resource that can be used extensively to create opportunities for publicity, positive organisational profiling and heightened brand awareness within the respective industries both nationally and internationally.