Survey confirms Echelon’s criteria for continued success

Learning specialist Echelon has received a strong vote of confidence from its customers via the results of its recent ‘Client Survey’ – which, in particular, rated Echelon’s ‘attitude’ and ‘flexibility’ extremely highly.

Echelon’s client survey asked its clients, which include transport and logistics undertakings, public sector bodies such as NHS Trusts, academic bodies and professional institutes, to rate – anonymously – its performance over the last year against a series of eight criteria.

Every response rated Echelon as ‘good’ or ‘excellent’ for each of these criteria.

The top scoring criteria were ‘attitude’ and ‘flexibility’.

Commenting on this, David Hill, Echelon’s managing director, said: “In terms of attitude, our mantra is that we get things done right first time – and we are focused on meeting our clients’ needs.

“Moreover, our research shows that the reason that clients come to us is to get a totally bespoke service to match their organisation’s learning needs. We don’t sell a solution looking for a problem.”

Illustrating the diversity of approaches that Echelon has employed to meet particular ‘learning challenges’, Hill added: “For example, when working with London and Continental Rail (LCR) in the run-up to the opening of St Pancras International, we designed an innovative approach to recruitment and induction by using actors in Forum Theatre and producing mobile learning materials for the St Pancras International employees.

“And, for an NHS Trust, we created the ‘One Thousand Ideas’ programme, which enabled patients, users and staff to identify up to 1,000 practical opportunities for improved service delivery. The programme provided ways of generating and capturing ideas from patients and staff; visual methods to communicate Trust service principles and employee commitments; means of capturing and communicating outputs and outcomes along with training tools needed to sustain a service improvement culture,” he said.

The criterion in which Echelon performed ‘least well’ – but still achieved an overall satisfaction index of 75 per cent – was ‘detail’.

Hill commented: “Being a publishing company, detail is important to us.

“We are currently going through the process of achieving ISO 9001 – which should help us to improve our performance in this respect. Indeed, to help us achieve this quality mark, we’ve adopted our own content management system to help us document and monitor all our internal procedures.”

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