Ask our clients and they'll describe MCS as a "highly engaged, responsive partner that is dedicated to achieving the highest level of customer satisfaction." Meeting and exceeding the expectations of our clients is the measuring stick of our success. It begins by developing a close partnership with our clients, identifying challenges, and developing and utilizing best practice approaches to achieve better results. In order to regularly develop and refine these best practices, MCS regularly measures and monitors quality and customer satisfaction levels. To accomplish this we use two primary tools for measuring quality service: monthly Total Quality Management (TQM) reports and our biannual Client Satisfaction Surveys.

TQM Reports

Each month, MCS clients receive a TQM report detailing every aspect of the services we provide. Reports are customized for each client and often include a summary of office services activities such as number of copy jobs completed, copier volumes, incoming/outgoing mail volumes, number of internal mail sweeps, incoming and outgoing facsimile transmissions, special requests, and more. This is augmented by monthly regional manager meetings, which provide a forum for our professionals to share experiences and develop ways to better service our clients.

Customer Satisfaction Survey

Twice a year all of our customers receive a survey asking for feedback in each of our areas of service. These surveys focus on individual aspects of our services such as quality of work, ability to meet deadlines and friendliness of MCS Staff. Responses are tabulated and reported to the customer. In addition to providing valuable information to each client, we analyze these reports internally to benchmark productivity and identify best practices. To review our most recent Customer Satisfaction Survey, click here.