4 December, 2002 Press Release WINDSOR HOME CARE SERVICES PTY LTD SCORE 96.29% FOR CUSTOMER SATISFACTION The judging process for the 2002 Australian Achiever Award for Melbourne's Retirement & Care Services category was completed on the 4th December. Windsor Home Care Services Pty Ltd scored a highly recommended 96.29%. The Australian Achiever Awards are an independant, unbiased award system based on assessment ratings from a businesses' own customers - an indication of a well run business where satisfied customers are a sign that a business is healthy and worthy of praise. The award system focuses on the grass roots of community services and is designed to allow local businesses to legitimately prove their dedication to customer service in an award procedure which gives recognition to businesses within their own field of endeavour. These businesses that put greater effort into customer service should be congratulated. They are worthy of high consideration from the public when customer service is regarded as an important value in business relationships. Some of the comments Australia Achiever received from Windsor Home Care Services Pty Ltd clients are: "They go the extra mile. Give you individual attention. Very caring people who always know what you need... Wonderfully great service for the elderly. Very impressed." "Go beyond the call of duty and take a lot of pressure off you. Empathetic and unflappable- their attitude and respect are outstanding. A breath of fresh air." "They have been a god-send to us. They bend over backwards and create great rapport with our clients. Prompt and reliable service which makes life easier for us." The following analysis of the score across all customer and trade references provides an indication of how Windsor Home Care Services Pty Ltd rates over seven customer service values: Time Related Service - phone calls/appointments/delivery Client Needs - is the customer getting/given what they want Care and Attention - all dealings handled with expected care Value - does customer satisfaction outweigh the cost Attitude - politeness/friendliness/handling problems Communication - clarity/courtesy Overall Perception - consistency/standard of work/presentation/referral 94.00% 98.33% 97.50% 100.00% 96.67% 93.18% 96.76% For verification of this report, please call Geoff Harwood, Director, Australian Achiever, (03) 8503 7763