Prenax has completed its latest biennial global customer survey. 40% of customers completed it and the results are fascinating.

March 2014

In the summer of 2013, Prenax conducted its largest ever customer survey. It was sent to every client worldwide from our offices in the UK, France, Sweden, Norway, the USA and Australia. Over 1,200 completed what was an extensive survey – a fabulous response from over 40% of the client base.

We wanted to know what our customers thought of us and how we could improve.

The results were very positive and show we are focussing on those areas that customers tell us are the most important: customer service quality, accurate invoicing and claims handling.

Results

In almost all areas, customer satisfaction was even higher than in 2011, the last time we conducted the survey. This was particularly pleasing considering the continued growth of the business in that time. The vast majority of our customers tell us that they have a good impression of us overall.

In this day of call centres and anonymity, Prenax has always put customer care front and centre. All customers have their own dedicated customer service contact, each of whom has the decision making power to take action immediately. So we were particularly keen to see how quickly we respond. Nearly 90% of the time our responsiveness is “amazingly quick” (37%) or “good”. Only 1.9% thought we were too slow – just 22 out of the 1,132 who answered that question.

But the devil is in the detail, as they say. And the details underpinning a process-driven business like ours always end up on the invoice. We were delighted to find that we had a fantastic 90% good or excellent score on invoice accuracy. We still have room for improvement – the goal is 100% excellent – but it is a good trend.

Claims handling was also important to gauge. This is part of the “pain” we take away for our customers so it was gratifying to see that 84% thought we did this efficiently.

Contact: Seb Hyde-Parker: T: 01935 848 180

Prenax is one of the world’s largest subscription management companies, operating from a network of offices in the US, Europe and Asia-Pacific.