Quality Policy
(including Customer Care, VFM and Complaints processes)


Mentis’ overall assignment quality process is defined in our Quality Manual - an integral part of our quality certification under ISO 9001 (2000), formerly BS5750.

Our ISO 9001 certification is subject to annual audit of our quality processes. We continue to undertake regular improvements to these, recognising changes needed by changing markets and by the requirements of our business’ growth. The process is detailed in the diagrams in an attached PDF file (accessed with the username <mentis> and password <copper>), which also contains a copy of our ISO 9001 certification and Customer Care, Complaints and VFM processes.

As part of our quality management, we conduct routine (and random) customer satisfaction checks. We aim continually to improve service quality and increase customer satisfaction on every assignment. This includes our pre-sales approach, account management and Director-level oversight and QA of consultants, sub-contractors and associates.

Our peer review policy and procedures assign a Director to each client to maintain our knowledge and respond quickly to needs as well as oversee planning, resourcing and product delivery. We solicit random sample opinions of senior customer contacts in each sector in which we operate. This is over and above the feedback and QA we engage in as a normal part of service delivery. We typically cover:

  • What customers know about us, in terms of offerings, geographic coverage and size.
  • What customers expect of us, and how we measure up against those expectations
  • What media customers use when procuring services similar to ours, and the impact of our website in their work with us.
  • How customers view the next five years in terms of demand for our services, trends in information management and anticipated procurement behaviour.
  • What the client thinks of the quality of service delivered by the consultants deployed
  • Views on how the consultants and their work could be improved

The above are example questions only and all satisfaction survey or assignment specific information is treated in confidence, between the client, Mentis director and deployed consultants.

Original Approval Date: December 1999
Latest Revision: June 2010