Having successfully transitioned to ISO 9001:2015 certification earlier this year, the objective of the audit, conducted by the British Standards Institute, was to look for positive evidence that First Choice’s Quality Management System is effective in delivering a service with strong customer focus.
The auditor also reviewed the business’s processes and current strengths to highlight further development opportunities for the future.
Quality and HR manager, Denise Whitehouse, said: “Auditors will usually find one or two non-conformities but I’m pleased to say there were no non-conformities raised which is great news for First Choice.
“The auditor’s report was very positive and its findings underline the commitment we have to our customers in meeting their expectations. It is certainly an incentive for us to continue to seek improvements and strive to further develop the service we offer.”
Among the report’s highlights, First Choice Group was praised for having “clearly defined company objectives with a focus on customer satisfaction.”
Ms Whitehouse added: “Discussions during the audit identified opportunities for improvement which will be implemented in the coming months.”
First Choice Group managing director, John Whitehouse, said the audit and its report have further strengthened the company’s resolve to maintain its achievements.
“Our main focus is on the three Cs – consistent approach, customer satisfaction and continual improvement – and our teams use the ISO 9001 framework in their determination to deliver an outstanding service.”
“The aim is to always try and enhance the customer experience through an effective Business Management System which supports that objective.”