You speak. We listen then act.
The annual Entity Solutions (ES) IPro Satisfaction Survey was conducted for the third time last December 2009.
As per our previous two surveys we are thrilled and very appreciative of the broad participation; over 30% of our IPros took time to complete it.
We understand that to serve the needs of our customers we need to know what those needs are. Furthermore, we are keenly aware that in today’s world those needs may vary substantially from year to year. The survey is the critical first step in our quest to offer our customers absolute peace of mind.
So, once again, we’ve listened. Here are some of the highlights…
98.8% said that the service from ES “remained consistent” or “improved” over the last 12 months.
90% rated their overall satisfaction with the services provided by ES as “good” or “excellent”.
89.1% approved of our overall service and would refer us to a friend/colleague/coworker.
The areas identified as being of greatest importance to our IPros were payroll reliability and job continuity. This remains unchanged in the three years since we started the survey. The survey also indicates we have a fantastic record of paying on time so we are pleased with this result. Still, there is always room for improvement and we commit to looking at ways we can do this.
Last year, we partnered with HeadStart Group to offer IPros assistance with job continuity. For more information, please contact your Customer Executive.
The top 3 reasons our IPros choose to use us are “service excellence”, closely followed by “value for money” and “expertise in our field”.
Perhaps most important to us is how we stand up in delivering our brand promises, here are some highlights from that set of results:
• 98.9% “strongly agree” and “agree” that they trust ES as their provider
• 96.0% “strongly agree” and “agree” that with ES, what they see is what they get
• 96.8% “strongly agree” and “agree” that ES is efficient
• 92.0% “strongly agree” and “agree” that ES treats them as an individual, not just a number
As much as we love the praise, the criticism received is regarded with the highest value, as therein lies our greatest opportunity to improve and grow. As such, we appreciated the honesty and took on board the feedback and areas to develop and focus on.