Client Feedback & Evaluation Policy & Procedure

(v3.0)

Updated June 2025

Policy Statement:
ISM values feedback from learners, clients, and stakeholders and uses it to improve services.

Purpose:
To systematically collect, analyse, and act upon feedback to enhance quality.

Policy:

• Feedback collected from learners, employers and industry regularly.
• Feedback informs continuous improvement and self-assurance.

Procedure:

• Learner feedback collected via surveys (mid-course, end-of-course).
• Employer and industry feedback collected annually.
• Feedback reviewed quarterly in management meetings.
• Actions and improvements documented in Continuous Improvement Register.