PAi Announces Results of Customer Satisfaction Survey
DE PERE, WI, August 27, 2009 -– PAi has released the results of its first-ever financial advisor and partner customer satisfaction survey. The results show more than 85 percent of survey respondents gave PAi an "Excellent" or "Good" rating when asked whether PAi is meeting their needs.
This translates into a Net Promoter® Score (NPS) of 41 percent – nearly three times that of the average financial services industry NPS of 15 percent as reported in the Satmetrix Net Promoter® Benchmark 2009 for Financial Services.
"Working with PAi is easy because they know what they are doing and put the customer first," said Trent Adams, financial consultant affiliated with GWN Securities, Inc. "It's their commitment to customer service and controlling costs that has me continually recommending PAi to a number of my clients."
PAi received its highest satisfaction scores when survey takers were asked to rate the knowledge and accuracy level of customer care and sales representatives. On a five-point scale where a 5 rating is "Excellent" and a 1 rating is "Poor" here are some of the results from the PAi Partner satisfaction survey.
- 4.33 – Rate the knowledge level of PAi customer service representatives
- 4.30 – Rate the knowledge level of PAi sales representatives
- 4.25 – I believe my clients are receiving a good value for the cost of the service
"The top priority at PAi is to provide superior customer service to all our partners and financial advisors," said Rick Keast, PAi executive vice president. "I'm extremely pleased this survey shows the high level of satisfaction with our team's professionalism and care particularly given the economic challenges facing the industry."
PAi is using the survey results to make additional improvements in its servicing model and training procedures to further improve customer satisfaction levels.
The customer satisfaction survey was conducted on-line with a statistically valid sample of more than 7,000 PAi partners including fee-based and commission-based financial advisors, external wholesalers, internal wholesalers and home office support and was administered from March 31, 2009 through April 30, 2009. The survey has a confidence level of 95 percent with an error rate of plus or minus 4 percent.
About PAi
PAi provides full-service 401k administration and payroll processing for small businesses nationwide. PAi services more than 13,000 employers and over 250,000 employees with $2.15 billion in assets under administration. For more than 20 years, PAi has been successfully serving the small business industry by making strategic, effective and innovative investments in people, technology and processes. More information on PAi is available at www.pai.com.
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