Total customer satisfation is always the guiding principle for every thought and behind every action of everyone from our management to frontline employee. In order to maximize the customer satisfaction, we developed and implemented a performance-based system to measure, monitor and evaluate the quality performance of our service team. The system requires continuous observation, analysis of employee actions, and first-hand knowledge of the employee and his/her work habits, which improves our service at all points of contact with our clients.

Watson emphasises the provision of adequate staff training, and thus we provide regular trainings throughout the year of all levels of staff. They are trained not just in the most up-to-date cleaning techniques and technologies, but also in greeting and interaction skills, grooming standard as well as the importance of health, safety and environmental practices. Customized training videos and handbooks are provided during the trainings.  

At Watson we have a dedicated Quality Assurance Professional to conduct quality assurance audits to ensure achievement of defined Key Performance Indicators. The professional oversees the quality of cleaning, safety of the operation and sustainability of the service being provided as well as making recommendations on improving quality best practices.

We conduct regular inspections and mystery shopping tests to assess the quality and effectiveness of our operations. If any deficiencies are identified, we will take appropriate and effective corrective and/or preventive action.

Watson is committed to establishing open and constructive communication with customers and employees through various means, and at the same time understands customer satisfaction through regular customer surveys.