Advance Sees Rising Customer Satisfaction Levels

Advance is once again pleased to report positive results following the latest Contract Monitor which was completed in July of this year.

Advance’s clients were asked to respond to a short questionnaire which measured satisfaction levels in five key areas – Customer Support, Management & Supervision, Contract Personnel, Communication and CSR – as well as asking them to rank their overall satisfaction with our service.  Despite a slight drop in the response rate, we are extremely pleased to report increased scores across all five categories, and with overall satisfaction.

On average, scores exceeded 8.00 (where 10 represents highly satisfied) in each category, with the most notable increase for communication, in particular for routinely staying in touch and keeping all our clients apprised of any issues that may affect them.  As communication represents one of our core values, high scores in this area demonstrate our continued commitment to open and proactive communication with all our clients. 

Satisfaction levels increased to more than 80% for management and support, with our team of Customer Service Managers (CSMs) and Account Managers consistently identified as being helpful, knowledgeable and understanding, committed to assisting clients with any issues that may arise.  As an organisation, we strive to provide our customers with a highly experienced and effective management team which delivers first class customer service, with increased scores in this area reflective of this. In particular, a special mention is given to the following CSM’s who received specific praise from clients over the last 6 months: Dave Byrne, Paul Thomas, Giles Clark and Amos Kearns.  

What’s more, 100% satisfaction was achieved across some categories by a number of clients, and Donna Alexander, National Operations Director is delighted with the results “As our ethos is centred on high levels of professionalism and the provision of consistently high standards of customer service, I am pleased with the increase in the scores over the last 6 months. Our services are ultimately driven by our clients’ business requirements, so it is imperative that we ask them for their feedback on the service we provide.  We therefore value the importance of the customer satisfaction survey and it’s vital that we look at all the feedback received across our entire portfolio to be better able to identify, in particular, where there are improvements to make or specific issues to resolve.”

As such, Advance has now put action plans in place to address specific issues that have been raised in this latest survey and will be addressing them over the next coming weeks and months.