Our Customer Service Commitment

It is critical to us that we get things right. We’ve developed our Customer Service commitment to reflect our shared company values. These established values outline the basic principles for collaborating with our customers, and include; INNOVATION, PASSION, INTEGRITY and TEAMWORK. Our customer service commitment outlines clear expectations in support of the customers that we serve. It applies to all staff, supplier partners, contractors and others acting on behalf of Criteria Labs.

 

 

 

 

Our Customer Service Code of Conduct

1. We put you, our valued customer, first. Your concerns are taken with the utmost seriousness, with the right sense of urgency and attention. This means listening closely, taking detailed notes, and understanding the issues in detail before acting. Customer service issues that we cannot resolve in an appropriate amount of time will be escalated to a supervisor for resolution in a timely manner.
2. We accept your complaints as an opportunity to improve our processes and impress you. Instead of reactive responses, we’ve committed ourselves to resolving your specific issues with urgency and to your complete satisfaction.
3. We provide honest responses, and do not make commitments that we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises, because we understand nothing disappoints customers more than a broken one.
4. We are committed to addressing your unique program requirements with optimal solutions. We make sure you have all the information you need to get the best experience and value from our partnership. To give you the best experience we will inform you of our unique approaches, customer support systems, feedback channels, and other important avenues for maximizing your experience with us.
5. We treat all information received from you as confidential and for the purpose of benefiting our partnership.

 

 Our Quality Commitment

Criteria Labs is firmly committed to customer satisfaction, regulatory compliance, and continuous improvement. This commitment is demonstrated through rigorous application of our quality management system. We fully comply with applicable laws and regulations everywhere we do business. Particular care to ensure compliance is and must always be taken by employees, supplier partners or contractors acting on Criteria Labs behalf.

 

 

 

Our quality management system has been instituted in accordance with the requirements of ISO calibration: 2015 and 17025:2017 and is comprised of:

1. Quality policy and objectives
2. Quality manual which defines the company’s policies for achieving quality
3. Operating procedures, which define major processes, including:

Process owners
Responsibilities and authorities
Inputs and outputs
Risks and opportunities
Critical and supporting resources
Criteria for effectiveness of the process
Quality objectives

4. Work instructions which define specific tasks
5. Quality records, which provide evidence of processes performed and results achieved
6. Drawings, specifications and standards
7. Resource calibration system
8. Employee training programs
9. Subcontractor evaluation and control programs
10. Document, data and record control systems
11. Corrective and preventive action systems
12. Performance measurement system
13. Internal auditing to verify QMS compliance and adequacy
14. Management review to analyze QMS performance, initiate improvement measures and assign resources accordingly

 

Consultation, Feedback and Complaints

Our primary goal is to surpass customer expectations in every interaction. Comments and feedback from our customers describing how well their expectations were met are welcomed and appreciated.

While we take utmost care to ensure that we provide our services efficiently, courteously and to a high standard, we understand that complaints may occur. A complaint, however it is made, will be investigated, resolved, and used as a means to improve our standards of service. If at any time during a customer’s interaction with Criteria Labs they are not happy with the level of service that they experience, please encourage them to submit a detailed summary of their concern(s) by phone at 512-637-4500 or in writing to feedback@criterialabs.com. All concerns will be directed to the person or department best suited to respond. We will acknowledge all written concerns within one business day of receipt, followed by a thorough investigation into the issue involved. Resolutions will be discussed with our customers, documented, and then implemented to ensure complete satisfaction. Our customers request will be given the utmost attention and courtesy, with open two-way communication until the issue is resolved.