Twelve (12) Points

We conduct an annual 12 point customer service survey of existing Winner Partnership clients to create the Winner Scorecard which we use as our formal measure of performance. Below are cumulative totals over the past several years. We are committed to exceptional customer service and constantly strive to improve.

Would you recommend us to your friends & associates?
92% of existing Winner Partnership clients said they "would recommend us to their friends and associates".

Indeed, referrals have been an important source of new business for the Winner Partnership. We appreciate and encourage more of it.

Our service level has been to your expectations?
100% (58% strongly agreed/ 42% agreed) of existing Winner Partnership clients said "our service has been to their expectations".

Delivery of service is always on time?
83% (50% strongly agreed/ 33% agreed) of existing Winner Partnership clients said "that our services were always delivered on time".

The small (17%) number of our clients were undecided if our service was always delivered on time. As with any service delays are sometimes unavoidable, often due to missing information. When delays do occur we ensure it is communicated to clients.

Our team attitude towards you is helpful and caring?
92% of existing Winner Partnership clients "strongly agreed that our team attitude towards them was helpful and caring".

Ease of contact and accessibility (we get back to you within next business day; easy to talk to)?
92% of existing Winner Partnership clients either "strongly agreed or agreed that we are easy to contact and accessible".

A small (8%) group of our existing clients we undecided if we met this requirement. We work very hard to maintain enforce this policy however it is not always possible to fulfil on our promise.

Our delivery of advice is prompt and on time?
67% of existing Winner Partnership clients "strongly agreed that our advice was prompt and on time" 33% "agreed that our advice was prompt and on time".

It is not always possible to respond to calls/ emails when we receive them. However, we do know that when you contact us it is for something important. Hence we endeavour to get back to you quickly.

Our advice is easy to understand and implement?
83% of existing Winner Partnership clients "strongly agreed that our advice was easy to understand and implement".

We deal with complex matters and we explain things as simply and as easily as we possibly can without loosing its meaning. It is not always easy to follow our advice as it requires discipline.

We always inform you and keep you up to date with changes?
67% of existing Winner Partnership clients "strongly agreed that we always inform you and keep you up to date with changes" 25% "strongly".

A small (8%) group of clients were undecided. We need to work on improving this result. We have had so many changes especially in regulations over the past several years we need to get information out in a better way.

Our newsletter keeps you informed?
54% of existing Winner Partnership clients "strongly agreed that our newsletter keeps you informed" 15% "agreed".

Almost a third (31%) of existing clients did not feel the newsletter was effective in communicating updates. From July 09 we will be sending newsletters monthly rather than quarterly.

You are aware of the services we provide?
41% of existing Winner Partnership clients "strongly agreed that they are aware of the services we provide" 42% "agreed".

Almost a fifth (17%) of existing clients were undecided if they knew about all our services. We will use the newsletter and Coaching Connection to find more and better ways to inform and help our clients.

We provide all the business and financial services you need?
41% of existing Winner Partnership clients "strongly agreed that we provide all the business and financial services they need".

Almost an equal number (42%) were undecided and 17% did not feel the question was applicable. Obviously, the needs of our client base are diverse. We do provide the core needs and would welcome feedback of any additional services that may be needed.

Our client networking seminars are relevant to your business needs?
41% of existing Winner Partnership clients "disagreed that our client networking seminars are relevant to your business needs" 17% "strongly disagreed" and 42% said it was "not applicable".

Our attempt to facilitate networking amongst Winner clients has been a miserable failure. Working closer in Coaching Connection groups over two years starting July 09 may aid to facilitate collaboration further. We welcome any further suggestions.