Looking after our customers
Without happy customers we don’t have a business. It is as simple as that.
Although we have grown significantly in the last few years we value our relationships with customers and rely on our customers for ongoing referrals of work. In fact we have grown because of those excellent relationships.
The commitment we have with our customers is summed up as follows:
“We will always do everything in our power to:
- Keep you fully informed about what’s happening on your affairs, and complete every task on or ahead of time - so that you never have to chase us.
- Operate on the principle that a problem isn’t solved, or a piece of work finished, until you are 100% delighted.
- Reply to every telephone message within 24 hours.
- Reply to every letter within 48 hours.
- Maintain the high standards of integrity, honesty, openness, professionalism and confidentiality that you rightly expect from us.
- And do what we say we are going to do, when we say we are going to do it.
An integral part of the professional service we offer is our customer care programme. We support the view that in payroll you are not choosing an external supplier you are choosing a business partner.
We want to develop a long term partnership that supports our customers business over many years. Our customer care programme includes the following
- An independent call from our customer service team
- A “settling in” questionnaire after going live
- Regular calls from our senior payroll managers
- Review meetings at a timetable set by you
- Regular surveys.
Take a look at our 2009 customer care survey to see how well we are doing against those targets
And we back up our customer care programme with 7 separate guarantees.
