Strong client relationships are vital to Capita's ongoing success.  

Our business has grown steadily over the past 28 years and our strong track record of delivering quality services has enabled us to win and retain long term contracts with new and existing clients. We have three main types of contract which vary in size:

• Transactional activities where we provide a single service or product, such as software services
• Medium to long term contracts where we provide single or multiple services, such as our contracts with Lambeth and Harrow councils
• Long term, complex partnerships where we provide multiple, integrated services such as our new contract with Zurich Financial Services. As part of this contract we now have a business centre in Dubai which supports our life and pensions administration.

To continue to grow and be successful we need to build relationships with our clients, listening and responding to their views and that of their customers ensuring that we consistently add value to their operations.

Engaging with our clients

We engage with our clients on a regular basis to receive their feedback, ensuring that effective communication is maintained at all levels of the relationship from the head of the organisation, through to the day-to-day operational contacts. Due to the size and breadth of the services that we offer, it is difficult to adopt a uniform approach to measuring client satisfaction. We use a number of different feedback mechanisms, depending on the size and type of the contract.