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Umbrella Satisfaction survey results

Remy Van De Perre

Remy Van De Perre | Customer Care Manager

Wednesday 25th Sep, 2019

Even though we are in regular contact with our umbrella employees, we don’t always get the opportunity to obtain feedback on our service as a whole. So, each year we carry out a satisfaction survey to identify areas where we are succeeding, along with areas where we could improve.

One thing we don’t allow at PayStream is complacency, so we are always striving to improve but in order to do that we need feedback from those using our umbrella service. This is why the feedback we receive is so important. We use the positive feedback to ensure that our standards don’t slip, and the negative feedback to identify areas of improvement.


The results!

This year we had a record number of contractors complete the survey. Over 1000 of you took part, so thank you to everyone who took the time to feedback to us and here are some headline takeaway stats:

  • 96% were happy with the handling of the setup of their employment
  • 95% advised that our online portal was easy to use
  • 97% advised that they had a good relationship with PayStream
  • 95% of umbrella employees when asked advised that they had not experienced better service elsewhere
  • 94% of our umbrella contractors said they would recommend us to a colleague.

You said, we did…

As mentioned above we use the negative feedback in order to improve the service we provide where we can, so here are some instances where you said and we did….

The final word(s)

We also asked our contractors what one word comes to mind when they think of PayStream and the answers this year didn’t fail to make us smile, make us proud and in some instances scratch our heads trying to decipher what was meant. We’d again like to share the results of this with you, so we’ve put all of your answers into a tag cloud. The way it works is the more times a word was mentioned, the bigger it appears.

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