Anticipating and exceeding stakeholders’ expectations are key success factors. The stakeholder feedback process is therefore a critical part of the ASI quality management system (QMS). We have introduced a number of processes to identify stakeholders’ expectations and measure client satisfaction. The output from these processes provides useful information to the ASI management and other QMS processes, to enhance stakeholder satisfaction and drive continual improvement.

Client satisfaction survey
At ASI we invite our stakeholders bi-annually to participate in our client satisfaction survey. This survey contains a number of questions about ASI’s services and activities, which are repeated every second year so that we can monitor progress. We analyze all responses annually and devise and implement action plans to ensure that our clients remain satisfied with ASI’s work.

Stakeholder consultation on ASI procedures
ASI is committed to operating a robust and transparent accreditation program. We regularly undertake reviews of our procedures and other management documentation to ensure that our documentation is fit for purpose. Stakeholders are invited to provide comment to our draft public procedures to help shape the ASI system. NOTE: for stakeholder consultation during ASI audits, please see the Dispute Management section.