Client Survey Results - 2025
- elin9975
- Mar 21
- 3 min read
We've once again carried out a major survey of our clients to find out what they really thought of our offerings and overall service levels.
Supporting our clients as best as we can in the fast paced world of contracting is our 'why' – we need to know what we’re doing well but most importantly, what we can improve on.
We offered no incentives for completing this survey, and no-one was obliged to get back to us, which made the results we had back all the more appreciated - a huge thank you again to those who took the time to respond.
So, by putting the questions out there - what did we learn?
On customer satisfaction
Our overall NPS (Net Promotor Score) was 88%, and if this wasn’t good enough news, this is up from 81% from our last survey 18 months ago!
The premise of an NPS score is simple, with the question ‘How likely are you to refer our services to a colleague or friend?’
According to survey company Retentely[1], the financial services industry tends to boast an average NPS score of 73, so to be above average in our particular industry is testament to the hard work of our team. While there is always room for improvement, we were delighted with this high score as recommendations from existing relationships are greatly valued and appreciated.
On client retention
43% of respondents have used us for 5 years or more.
56% of respondents have been using us between 1-5 years.
1% of respondents have used us less than 1 year .
We were pleased to see the high percentages of long term relationships, which is testament to the relationships that we have built on trust and longevity. It’s important to note that this is a cross section of respondents, eg, it showed that our long term clients were also more likely to respond to the survey than newer clients.
The 1% here is certainly not reflective of no new partners (we are supporting more agencies than ever before), but more so gives us a figure to focus on – we need to really cement these newer foundations, ready for long term partnerships to come.
On what clients would like to see more of
We asked for feedback on our offerings for both contractors and agency partners.
Suggestions for improvements were things such as more frequent newsletters and webinars, which we’re taking on board and introducing. Partnering with instant payslip checking software systems were also suggested, which we are actively looking at and will implement.
19% wanted to see more benefits tailored towards the contractor.
19% wanted to see more benefits tailored towards the agency.
62% responded that things are fine as they are.
While it’s pleasing to see that the majority of respondents were satisfied with our current levels of offerings, we are focused on the remaining 38% who want to see us go further, so already have some exciting plans for the near future to how better we can support both our agencies and contractors. Watch this space!
On how would you describe us in 3 words?
With no suggestions/multiple options or prompts, the top volume of words returned were ‘efficient, friendly and reliable’ – an exact match with that of our last set of results! Delighted with the consistency shown here by our team. Other descriptions returned were;
We’re committed to constant improvements to our customer experience and to work towards our goal of making payments queryless. While pleased overall with the results of our latest survey, we’ve nevertheless plenty to still work on, and look forward to announcing our new innovations and offerings in 2025. Keep your eyes peeled!
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