Customer Survey Results

A couple months ago, all of you were asked to complete an annual Client Satisfaction Survey. First, a sincere thanks to all of our clients who participated. Over 300 Super Users and Managers were surveyed in six key categories including the performance of Client Services team at PeopleAnswers, the effectiveness of training, the impact on the hiring process, and the functions most utilized in the real world. The survey results provide insight into how many of you are using the system and how the PeopleAnswers team can enhance that experience. Those of you who attended our user conference heard a detailed overview of these results and how they will be used in our planning for 2007. If you didn’t attend, we wanted to make sure you knew we were paying attention to your feedback.

Here is a sampling of the results … the good, the bad and the ugly. A more detailed overview of the results will be sent upon request. Please contact Kate@peopleanswers.com.

The good stuff:

• 72% of Super Users surveyed believe their Client Services Manager (CSM) has established a clear and active relationship with them.
• Over half of Super Users would “definitely” recommend PeopleAnswers to other colleagues or employers.
• 86% surveyed believe the PeopleAnswers system is “very fast.”

The Main Challenge:

Only 43% of Mangers strongly agree that they have a clear and active relationship with their CSM and others are not sure who their CSM is. For many companies, the separation between CSM and Manager is intentional in order to eliminate confusion and maintain a clear chain of authority. However, the survey does identify that our CSM’s must deepen their relationships with hiring managers where possible. Over the next couple quarters, our Client Services team will be working with you to understand how best to assist your hiring managers with their understanding and use of PeopleAnswers.

PeopleAnswers is committed to our clients and their success, and we endeavor to more readily demonstrate the impact of PeopleAnswers on the hiring process through our software and our service. Once again, thank you to all those who participated in the PeopleAnswers survey. Your feedback contributes to improved business value for all clients in the PeopleAnswers family.