In addition it was amazing to learn that overall, 91% of you either agreed or strongly agreed that we uphold our values of:
- Empowering (97% satisfied)
- Inclusive (96% satisfied)
- Creative (88% satisfied)
- Committed (86% satisfied)
- Accountable (79% satisfied)
Some of you have been very complimentary in your feedback and we would like to thank you for comments such as:
Of course, in the spirit of continuous development there are always areas that we can improve on and we would like to thank those of you that gave us some constructive feedback and suggestions on how we can do this. In relation to this some of you have requested some clarification on the way that our service works and our role in supporting you:
Creative: when you contact the team with a question, challenge or issue our priority is to ensure that you understand your options, your risks, and your legal obligations so that you can make an informed decision about what to do next. We endeavour to start with what you want to achieve and to find a creative solution to achieve it. In some cases the law or the circumstances may mean that our options for creativity are limited but we will discuss this with you so that if you feel limited by our advice you will understand why.
Committed: The one part of our service that should most demonstrate our commitment to you is our phone and email Helpline. We have at least one consultant on the helpline every Monday to Friday, 9:30 to 17:30. This means that if you call 02038566025 or email firstname.lastname@example.org you will receive a response within 2 hours to acknowledge your query.
If you call and cannot get through then the best option is to either email the info address above or email the consultant that you are working with directly. We are aware that over the last few months a number of you have felt that we have been difficult to get hold of.
We have updated our voicemail system, have reset each of our mobile voicemail accounts and will ensure that going forward our out of office messages are clear and detailed in relation to how you can receive support if any of us are available.
We are also working on developing a more structured approach to retainer and project contracts that will apply from your next renewal and will ensure that we are aware in more detail of what you wish to achieve over the time you have with us and can schedule any pinch points or milestones in advance.
For our PAYG customers we know that many of you have found it helpful to book in time where you can to discuss ongoing or complicated issues with us to ensure that you get support when you need it. All of this will ensure that the Helpline is more likely to be free should you need to call with an urgent or spontaneous issue that needs addressing.
Our next Customer Satisfaction Survey will be sent out in two years’ time, but of course in the meantime should you have any feedback or questions about our service please do not hesitate to contact me directly.
Business Manager – Real People HR