At Qtac we pride ourselves in providing a first class service to our payroll software customers and regularly look for feedback to help us make it work even better for their businesses.
Last month we conducted our first official customer satisfaction survey for our outsourced payroll customers. In this survey we wanted to specifically find out how our customers view us and get some direct feedback on areas in which we can improve the service we provide.
We are delighted to report that we scored an overall 94% approval rating from customers and want to share the results in more detail as well as highlight some of the areas that will be attracting greater focus from us over the remainder of this year.
Firstly though, here are the highlights of the survey results:
94% of customers scored the level of customer service received from us as good or higher
93% felt we answered their queries well
When asked to rate our staff across key areas including their availability to answer questions & their attitude and level of payroll knowledge, 90% of customers scored them good or higher.
Also when asked to rate a range of areas that epitomised our Managed Payroll Team the main responses that stood out repeatedly were: Good Customer Service, Great Value for Money & Quality of work.
Whilst that’s a great result, we want to do better!
We accept that there will always be work to do to ensure that we continue to provide a great payroll service for our outsourcing clients.
Feedback from the survey has identified a couple of areas that we can make improvements:
Feedback on the level of response they receive whilst positive at 85%, has room for improvement.
We have already invested in a new CRM system to help us manage our client relationships more effectively and are using this to ensure queries are dealt with in a timely and consistent manner. In addition, we are developing a series of service standards as part of a wider customer charter which will be announced shortly.
More help and Support required.
Whilst we take away a lot of the confusion and hassle of managing payroll from businesses through outsourcing the work to us there are still times when they need to have an understanding of what needs to be done and when. The survey highlights clients want and need more help and support from us in some areas.
We are pleased to announce that by the end of May our new website and associated blog will be launched containing a wide range of support guides and useful information.
We will also be increasing the range of payroll training and information available to business owners via webinars, off-site seminars and regular newsletters and TIPS.
Ongoing feedback required
We intend to repeat the survey at regular intervals to ensure that we continue to develop the service we provide. In the meantime, we would like to thank everyone who took the time out to complete the survey and provide their feedback.
For further information about any aspect of our outsourced payroll services or to provide additional feedback on the service you receive, contact our team on 0117 9353500.