Client Needs Analysis

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

General

• Who is your current security provider?

• How many hours of weekly service do you use?

• What is the current schedule? (hours, shifts, etc.)

• When does the current contract expire?

• Why did you choose your current security company? (price, quality, good reference, etc.)

• Comments or other information:

Wage / Billing Rates

• What are the hourly billing rates of your current service? (officers, shift lead, etc.)

• Do you know the wages? (officer, shift lead, etc.)

• Do you set the wage rate or does the security company?

• Is there any equipment included in the bill rate or is it direct billed?

• Are there any medical or dental benefits that need to be included in the billing rates?

• Subject to our screening, would you like to see any of your current officers transition to us?

  Yes

  No

  N/A

• What other companies are bidding? (ASK ONLY IF YOU KNOW YOU AREN'T THE ONLY ONE)

• Is there any pressure on you to reduce your security costs? If no, do you have the budget to increase the officer wages/billing rates if it will improve the quality of service?

Turnover

• What is the turnover rate of your security officers? Is that rate considered high?

• If yes: what problems do high turnover create for you? Would it be of benefit if we developed several programs to reduce turnover?

• Do you have any specific ideas about what you would like to see?

  Yes

  No

  N/A

Quality Assurance

• Does your company have a quality assurance program? If yes, please describe.

  Yes

  No

  N/A

• Does that program meet all of your requirements of an excellent program or would you like to see more?

  Yes

  No

  N/A

Recruitment & Screening

• What type of pre-employment screening would you like to see for security officers who will work at your facility?

• Do the current officers meet that standard?

  Yes

  No

  N/A

Training

• What type of training is required for security officers who work at this site?

• How would a program of advanced or on-going training help you?

• Is the current provider providing all of this training?

  Yes

  No

  N/A

Supervision & Management Support

• How often does the current provider's management come and see you?

• Is that often enough? If no: how often would you like management to come and see you?

  Yes

  No

  N/A

• What do you think should be reviewed at those meetings?

• Would comprehensive reporting about incidents, tours and activity be helpful to you?

  Yes

  No

  N/A

• Do you feel that Field Supervisor visits to the security officers are important? If yes: what would you like them to do when they visit your site?

  Yes

  No

  N/A

• How often should these visits be made?

• Is that being done now by current provider?

  Yes

  No

  N/A

Uniforms

• What is your uniform requirement? Military? Soft look? Other?

• How important is the officer's appearance?

• Are you satisfied with current uniform and appearance? If no: then we have an opportunity to help you, correct?

  Yes

  No

  N/A

Summary

• What do you like about the current service?

• Please tell me what's important to you about a security program.

• Besides you, who else is involved in the final decision?

• What are their concerns?

• Other than what you've already told me, is there anything else that should be done to improve service at the location?

  Yes

  No

  N/A

• You've identified a number of areas that we can improve upon your current service, let's review them. (LIST the issues as you have understood them)

• If we can put together a program that solves all of those issues, is there anything that you are reluctant about, or which may prevent you from choosing us?

  Yes

  No

  N/A

• Additional questions:

• Additional questions:

• Additional questions: