Client Loyalty, Confidence At All Time High
Gallup Metrics on Client Passion and Pride rank at 4.83 out of 5.00
Survey shows Emplicity earning high marks in customer engagement, service, accountability and more.
Importance on Surveying
As a leading provider of outsourced human resources (HR) systems and services, Emplicity relies on feedback to continuously tailor itself to Clients' individual tastes and needs. By utilizing these leading indicators, we monitor what's working and what areas need improvement. The product: a hand-in-glove fit with our Clients.
Accountability to Clients
Matching their brand promise of "employee management made simple", Emplicity's service team stands behind their individual vital factors to ensure each Client's experience is positive. Communicating each Client issue through a proprietary system and ensuring resolution provides for Client trust.
Client Loyalty
The Gallup Organization's 11-question metric of "customer engagement" measures rational formulations of loyalty according to three key factors: overall satisfaction, intent to repurchase, and intent to recommend. It also adds eight measures of emotional attachment.
Engaged
"The total score, which reflects overall customer engagement, or CE11, is the most powerful predictor of customer loyalty we know," says Gallup senior consultant John Fleming, PhD. CE11 shows that service companies like Emplicity that create a loyal Client following can be measured by satisfaction and loyalty measurements.
Getting the Grade
Every quarter, Emplicity Clients are surveyed by telephone to rate Emplicity on a zero to five basis (0-5) in response to the following questions and statements: (See below for grading scale) For Q2, 2006, a total of 57 random clients were surveyed from April to June 2006 by Hamm & Assoc. of Sacramento.
Client Engagement Survey, Q1 2006*
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1. Overall, how satisfied are you with Emplicity?
2. How likely are you to continue to use Emplicity's services?
3. How likely are you to recommend Emplicity to a friend / associate?
4. Emplicity is a company that I can always trust.
5. Do we deliver on our promises in the area of:
HR, Payroll, Safety & Benefits
6. Do you see value in the services provided by:
HR, Payroll, Safety & Benefits?
7. If a problem arises, I can always count on a fair and
satisfactory resolution by:
HR, Payroll, Safety & Benefits?
8. I am always treated with respect by:
HR, Payroll, Safety & Benefits?
9. I feel proud to be a Emplicity Client.
10. Emplicity is the perfect company for people like me.
11. I can't imagine a world without Emplicity...
QUESTIONS THAT GET TO THE HEART OF LOYALTY
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4.75 / 5.00
4.75 / 5.00
4.77 / 5.00
4.77 / 5.00
4.76 / 5.00
4.83 / 5.00
4.72 / 5.00
4.92 / 5.00
4.74 / 5.00
4.75 / 5.00
4.75 / 5.00
4.78 / 5.00
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Summary Statistics from
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Client Loyalty
Client Confidence
Integrity
Pride in Emplicity
Passion for Emplicity
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4.76 out of 5.00
4.77 out of 5.00
4.80 out of 5.00
4.83 out of 5.00
4.83 out of 5.00
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What Did Clients Say?
Client Comments from 1st Quarter 2006 Survey
Carissa
"Things have gone really well and we've been very happy."
Jessie
"We don't ever have any complaints with you guys. We are well taken care of, you guys are the best!"
Trang
"Everything's been fine, we've had no problems."
Mike
"Everything's going good so I haven't had any reason to call."
Uly
"The new HR person, Ann is working out great!" "Lucy and Arlene are great too!"
Cathie
"You guys are terrific!" "I like Arlene just fine, and I also like the new lady in HR (Ann)."
Griselda
"Arlene is our only real contact over there, and she's doing great! We've had no problems at all."
Deann
"Everybody at Emplicity is always sweet and nice and very helpful." Arlene is their payroll rep and she's "great to work with. If we forget to send payroll or we're late, she gives us a call."
Brian
"Ari's wonderful; Traci's wonderful; they're right on top of things; they're real polite; it seems like they try real hard; I don't think you can ask for more than that!"
Tom
"Tracy's excellent, so is Lucy." "Everything's going real well; we have a very good working relationship; they're very helpful; they helped me work out workers comp stuff (got me a better rate)."
Bonnie
"They've helped me a lot since I took over for someone who knew a lot more than me." "There were a few problems when we switched one guy from Belt Drive's payroll to ours but we got it all taken care of."
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