Quality Management Process
Service excellence is our top priority. We strive to continuously improve quality—listening to feedback, gauging our performance, and upgrading our processes.
Constant Feedback
In seeking areas for improvement, we start with the experts: our customers. We constantly gather input through formal and informal channels alike—including Pershing-hosted events, service visits, and paper-based and online surveys. Pershing also partners with a leading management consultant to set objective service standards. And to help ensure follow-up, we track all issues in a centralized system.
Measuring Results
We provide you with a monthly Quality Scorecard that measures our performance according to a range of indicators, including transaction processing (for more than 400 transaction types), technology service availability, and average speed-to-answer telephone rates.
Continuous Improvement
Based on your feedback and our performance measurements, we continuously improve our processes to be more streamlined, intuitive, transparent, reliable, and engineered for straight-through efficiency.
Contact us to learn more about how we can support your business with superior service.