SNP’s Customer Care Charter and Customer Focus Standards, reflect our service commitment to our internal and external customers and also to our community. The charter is a promise to our customers to expect unexpected levels of service when dealing with SNP and it’s employees.

International Customer Service Standard (ICSS)


Since 2015, SNP Security have been one of the few Australian security companies to receive the International Customer Service Standard (ICSS) certification through the Customer Service Institute of Australia (CSIA). As part of this certification, SNP is a Corporate Bronze member. Annual reassessments mean that you can be assured we are always delivering on our promise of exceptional customer service and continuous improvement.

We are proud to be recognised for adhering to an Approved Standard of the International Standards Accreditation Board – one of the largest international customer service bodies out there. The standards are aligned to our business structure and demonstrated through all of our practises and procedures.

 

 

 

We value your feedback

  • Compliments

    If you have received outstanding service from someone at SNP Security we'd love to hear about it. We understand that recognition & appreciation play a critical role in employee engagement and customer service, so we encourage our customers to share their great experience.
    SEND COMPLIMENT
  • Complaints

    Have we let you down? Just as we like to receive good feedback, we also appreciate feedback on areas we can improve. Our Customer Experience Manager will be in contact with you as soon as possible to understand how we can improve our service to you.
    SEND COMPLAINT
  • Suggestions

    Collaborating with our customers is what makes SNP so successful - we'd love to hear any suggestions that you might have in relation to our products or services.


    SEND SUGGESTION

We value all feedback from our customers and encourage you to share your thoughts with us. Our Customer Experience Manager can be contacted on cxmatters@snpsecurity.com.au or 1300 767 050

Our Customer Focus Standards

SNP-Cust-Experience_customer-focus-standards-diagram

 

 

The SNP Customer Care Charter

SNP_Cust-Experience_customer-care-diagram

Our passion for outstanding customer service and commitment to our customers is evident through our Voice of the Customer Program (VoC). This initiative reaches out to our customers and asks them to share their experience of SNP’s service. The feedback we receive then forms the basis for future service enhancement.

SNP Security uses a combination of structured in-depth interviews and online surveys to reach customer insights. The benefit is an unprecedented flexibility to ‘listen more intensely’ to the highlighted areas which forms a critical component of our continuous improvement philosophy.

 

COMPLIMENT

I give permission for SNP Security to use my compliment as a testimonial on their company website and in company collateral.

COMPLAINT

SUGGESTION

  • “SNP ‘s culture of innovation ensures that we maintain leading edge security solutions. Their committed employees are friendly, professional and are always willing to go the extra mile for travellers. We look forward to continuing to work with them to provide world-class security solutions at Sydney Airport.”

    Kerrie Mather, Chief Executive Officer at Sydney Airport

  • “The results are out of the HMRI building users satisfaction survey 2015. The results were once again outstanding and it is a credit to the whole security team for the hard work, commitment and dedication each and every one of you put in. Well done, congratulations and keep up the awesome work.”

    Hunter Medical Research Institute: Jamie Ambler, Cleaning Grounds Manager

  • “SNP has done a fantastic job of integrating their officers with our internal team to ensure we have a seamless working environment. They are professional and dedicated to ensuring the outcomes required are achieved. SNP is a service provider that doesn’t just tell us what we need but works with our team to find the right solution. We have worked very well with them and they are more than happy to do whatever is required for us.”

    National Gallery of Australia: Head of Security

  • “I would like to extend my sincere appreciation for the high level of customer service provided by SNP to an elderly woman who was attending Canberra Hospital recently. I am impressed with the courtesy and care you showed in assisting a member of the public in a moment of need. Your single act of kindness is most commendable as it displays the core values of care, excellence, collaboration and integrity of ACT health. Such a caring act displays the best of human nature and contributes to the patient in a meaningful and practical manner.”

    ACT Health: Rosemary Kennedy, Executive Director

  • “The Q1 2017 ASQ results have been analysed and Newcastle Airport was voted the number one ranking airport in Australia and New Zealand in all categories of check-in services. We received excellent score in security and overall satisfaction categories. I would you to pass on a big ‘well done’ to the SNP team.”

    Security Manager – Newcastle Airport

  • “I would like to acknowledge the efforts of Bert and Awn and the extensive customer service they have offered during my time as a contractor to the ResMed Bella Vista site. Both have been overwhelmingly supportive in nature and at no time have they not hesitated to lend a helping hand in time of need. Their understanding and knowledge of the site is superior. I would have no hesitation in recommending either to RedMed for further involvement in the area of security services and customer service.”

    Director – ResMed

  • “Thanks to SNP for all your support and assistance with the Security and Traffic Guards during O-Week. Your team was professional, helpful and courteous. Thanks again for your support, it’s very much appreciated.”

     Events Manager – University of Sydney

  • “The SNP team at the Department are absolutely fantastic, they are the best in Canberra.”

    Deputy Secretary – Department of Prime Minister and Cabinet

WHAT MAKES SNP DIFFERENT


SNP is Australia's leading provider of integrated security solutions.

We mitigate risk for our customers, staff and the wider community from our core value of safety.

For over 90 years we have been committed to fostering the industry’s best internal and operational culture, investing heavily in innovation to ultimately enhance the customer experience. Whether you need front-line security, concierge services, site management or training, SNP’s experienced team will deliver the unexpected. We have a depth of expertise in a range of sectors including Transport & Infrastructure, Aviation, Government, Tertiary Education, Health and Banking & Finance.

With security in our DNA and on ground support in every capital city, we form partnerships that deliver now and into the future.

90 PLUS YEARS OF EXPERIENCE

AUSTRALIAN OWNED AND OPERATED

WE ARE RESULTS & SOLUTION FOCUSED

MULTI AWARD WINNING COMPANY