There have been many changes to our PSC service over the last 12 months beginning with the introduction of the dedicated accounts team. We continuously strive to enhance the customer experience and the only way we can do this is by listening to our contractors and then responding to their feedback. Our 2011 PSC satisfaction survey had a tremendous response.
So what were the responses?
- 93% of our PSC contractors would recommend PayStream to a friend!
- 95% of contractors would either 'agree' or 'strongly' agree that their accounts team were professional with 93% agreeing that they were helpful.
- 97% of clients said that the technical knowledge of email and phone responses from the dedicated accounts team were 'good' or 'excellent'
- 95% advised that we made our communications easy to understand,
- 94% advised that they were happy with the speed at which we respond to email communications.
- Less than 1% of our contractors said that they did not receive their income statements on time and we are working hard to reduce this figure to zero.
We pride ourselves on the qualifications and knowledge of our staff so we're glad to see that this is reflected in the survey results and that our clients value the service we are providing them.
These are just the headline numbers but the important part is yet to come. By reading each comment individually we can make sure that all suggested improvements to the service can be considered in turn to further enhance and improve the customer experience!