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The Crown Difference - Commitment to Quality Services

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The Crown Worldwide Group is committed to its continuing QUEST for service quality excellence. To demonstrate this commitment, the QUEST Quality Management Program was developed and implemented as Crown Worldwide’s global quality program.

The QUEST Program

The QUEST program is defined by an "evaluation cycle," enabling Crown to continually seek feedback, evaluate standards and evolve its quality systems.

Total QUEST Quality Scores

Using automated technology systems to track Key Performance Indicators (KPIs) including Client Feedback, On-Time Delivery, Credit Note Ratios, Average Invoicing Delays and Management Center Audits, Crown’s Group Quality Office analyzes the data and issues a Total QUEST Quality Score (TQQS) for each of Crown’s Management Centers. Top performing Management Centers and employees are rewarded with QUEST Quality Awards.

External Compliance via ISO

Crown’s quality system is built on ISO processes, documenting systems and then constantly evaluating compliance. Crown has earned ISO (International Organization for Standardization) certification in its larger Management Centers and is seeking certification in the others. Regular audits twice a year ensure that the written standards are upheld and that Crown’s customers continually receive high quality service.

Internal Compliance

Crown’s Group Quality Office conducts regular audits in all of its worldwide Management Centers. This helps ensure that the staff fully understands all of the processes and that Standard Operating Procedures (SOPs) are being followed. The results of the audits are analyzed by the Quality Assurance Group and if required, new standards are put in place.

Client Feedback

Once a year, online surveys are sent to Crown’s Corporate Clients. Feedback is provided in a range of areas including customer service, professionalism, on-time deliveries, invoicing accuracy, etc. This client feedback helps us to measure and enhance the performance of our service delivery.

At Crown, we have one culture, one philosophy and one objective–to consistently provide a high quality service to all of our customers around the world and, as a result, strive for 100% client satisfaction.