The Quality Initiative Program (QIP), is a personalized and proactive program that keeps us in touch with customer needs. In place since 1994, QIP is integral to meeting our Customer First promise and supports all our diverse offerings. Giving us vital, ongoing feedback, it ensures our programs deliver what our customers want and addresses concerns before they become problems.

An "Independent" Ear
Sometimes it is hard to get objective feedback from customers, especially if the person asking the questions is involved in the account. That's why a dedicated QIP professional conducts all customer surveys. This "independent ear" provides a channel of communication outside our customers' daily routine. It makes them comfortable so they can provide honest, constructive feedback, even for sensitive issues.

Covering All Bases
QIP strives to get multiple points of feedback, ensuring information is accurate and complete. For large accounts, we survey people across different teams. When working as a subcontractor, we initiate discussions with the prime vendor. When we serve as the prime vendor, we make sure to get feedback on our partners' performance, giving us valuable insight for selecting future partnerships.

In addition to the normal twice a year contact schedule, our project managers are encouraged to make special requests for surveys any time they feel a need, further ensuring complete satisfaction all year long.

A Personalized Approach
Unlike many other customer satisfaction measurement programs that rely on mass mailings or impersonal outside vendors, QIP is an independent and autonomous internal process. We take the time to make a personal call to chat with customers about our work and solicit suggestions. Rather than getting a mere 10 or 15 percent response rate via traditional methods, this approach generates feedback from more than 80 percent of our contracts!

We Take Feedback Seriously
Customer feedback from QIP is relayed to the appropriate management chain. Using a set of established procedures, all important requests or concerns are addressed constructively. Our QIP representative continues to track progress. And, once resolved, issues are monitored to ensure complete satisfaction.

The Quality Initiative Program has become an integral part of the culture at DigitalNet. Helping us maintain the highest levels of quality throughout our organization, the program is an important voice for customers and a critical source of feedback for our entire organization.