Universal Avenue Quality Policy

About this policy

Universal Avenue's management team has developed this quality policy to govern operations to ensure quality. Quality is key to our business because we value our customers. We strive to provide:

  • Small and Medium-sized businesses with products and services that meet and exceed their expectations
  • Brands with relevant small and medium-sized business customers acquired through high quality sales
  • Partners with supplementary products and services to broaden their portfolio and improve their offering to their customers.

We are committed to continuous improvement and have established a Quality Management System that provides a framework for measuring and improving our performance and are committed to complying with all statutory and regulatory requirements.
We have the following systems and procedures in place to support us in our aim of achieving an NPS of 75 across partners and continuous improvement throughout our business:

  • Monitoring of customer feedback
  • Monitoring of supplier performance
  • Customer complaints procedure
  • Employee continuous professional development
  • KPIs that reflect our business aims
  • Biannual audit of quality management system
  • Annual management review of quality management system

Johan Lilja - Founder & CEO

Quality policy scope

The Quality Management System applies to all Universal Avenue's processes, activities and employees, and includes the delivery of all solutions offered by the company. As a reseller, Universal Avenue exerts limited influence over Brands’ and Partners’ operational processes. To mitigate against this, we proactively screen out and retroactively off-board brands and partners that fail to meet established criteria. The quality policy scope has been determined together with Risks and Opportunities and Stakeholder analyses.

The company's business facility is located at:

  • Grev Turegatan 5E, 114 46 Stockholm, Sweden
  • Kungsportsavenyen 21, 411 36 Gothenburg, Sweden

The company claims no exclusions from the ISO 9001 standard.

How do we interpret quality?

We view quality as satisfying stakeholder expectations. For all teams, the primary stakeholder is the end customer, the SMB. However, many teams best achieve this by delivering quality obliquely. The Product team, for instance, best serves SMBs through building a digital platform that enables other teams, such as Brands & Partners, Operations & Analytics, and Finance, to do their work best. Sales & Partners, meanwhile, can best serve SMBs by onboarding the best solutions. People & Culture ensure only the most capable, quality-driven candidates become part of the Universal Avenue team.

How do we meet our quality standards?

The way we define, manage and track quality objectives is documented in the OKR Framework.