As a services company, maintaining first class service delivery is essential to Gemserv's business. The company's commitment to rigorous performance monitoring and continuous improvement is a key contributor to its consistently positive customer reviews. Our performance in executing client services is subject to an ongoing programme that combines formal audits and monitoring customer satisfaction, through regular liaison with the client, a compliments/ complaints procedure and satisfaction surveys. The basis of the value that we offer customers is excellence in process execution coupled with a focus on continuous improvement. Our comprehensive QMS defines our rigorous approach to process auditing and ongoing performance management and to our collaborative approach to continuous improvement.