Stanley Convergent Security Solutions (Stanley CSS) recently introduced its newest initiative to assure performance and accountability through the release of its “Commercial Customer Performance Scorecard.” This customer scorecard is built upon the success of the Stanley CSS National Account Performance Scorecard, Stanley CSS said, which was introduced in 2005 to national account customers.

“We know that the Commercial Customer Performance Scorecard is something that makes Stanley CSS unique in our industry,” said Tony Byerly, president of Stanley CSS North America and United Kingdom Direct. “Our customers are our business partners and they deserve the very best from their security investment. We are striving to be the preferred provider of choice and we are the only security company in the market with this level of formal commitment to open, honest feedback to better serve our customers. This is another step forward in our quest to be the industry gold standard.”

The new Commercial Customer Performance Scorecard offers a quantitative means to measure Stanley CSS’s performance on each customer account in key metrics such as “on-time” and “100 percent compliant” installations, “first-time fix” and “24-hour response” service calls, “on-time” fire inspections, “accurate and timely” monitoring actions and “accurate and detailed” invoices. Stanley CSS’s performance in more than 60 metrics for each customer is presented on the individualized scorecard.

There is also an integrated “We Care” Survey that allows feedback to be given by each customer on how Stanley CSS is performing on their account. In addition, one-on-one meetings are scheduled with every commercial customer, which enhances the process. The two-way dialogue provides a meaningful exchange about how Stanley CSS can better serve them and provides an opportunity to foster a true business partnership as a complete security solutions provider, the company said.

“With our Commercial Customer Performance Scorecard, we continue to show our commitment to operational excellence, unparalleled customer service and the use of advanced technology to maximize the customer experience and provide our customers total transparency in our performance on their accounts,” Byerly said. “This philosophy of transparency is built upon our foundation of professional integrity, good old-fashioned honesty and performance accountability through focusing on operational excellence across the five customer touchpoints of account management, installation, service, monitoring and billing.”

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