You said, we did
At the beginning of last year, we introduced you to Viewpoint. So far, we have received over 800 completed surveys, which has given us valuable feedback about what is most important to you. This has led to us continuing to shape and improve the service we offer and your experience with us. All recognition received for individual team members has been passed on, so thank you.
From your feedback, the key themes we recognised were communication, and the timesheet and payroll process.
Communication
Your satisfaction in this area has increased from 86% at the beginning of the year, to 91% in the most recent survey.
We introduced a new Fuze telephony system, giving you a better experience when speaking to our Pulse team. We also implemented a 2-way SMS text messaging service, providing you with more ways to stay connected with us. Finally, we were really pleased to launch our virtual assistant, Emily, who is supporting you and our compliance teams with maintaining the records in your file.
Timesheet and payment process
In this area, your satisfaction is now at 85%, increasing from 76% at the beginning of the year.
We provided you with a new handy payment guide which gives you further information and support around the processes, as well as sharing key information relating to timesheets and payroll.
We also have a new payment methods video on its way to you in the spring which will give you an insight into the different ways you can be paid, and the benefits they each bring.
New for 2022
We are very excited to introduce our new candidate care team. After reviewing your feedback from the past nine months, we have made this significant investment into our team so we can provide you with the highest standards of customer service.
The team will combine the expertise of our previous sales support colleagues and they will work more collaboratively with your consultant, being responsible for all your aftercare.
Your dedicated candidate care co-ordinator will regularly check in with you on the following:
• Your pay – They will make sure you are paid on time each week and will support you with any queries around pensions, tax codes, online portals, P45/P60, payment methods and IR35.
• Your booking – Your co-ordinator will ensure you are prepared and have everything you need ahead of starting in your new job. They will work closely with your consultant, so that they are up to date with your circumstances and availability, meaning we can start searching for your next role as soon as you are looking again.
• Your queries – Keeping in touch is key and your co-ordinator will be here to help you answer any day-to-day questions. We offer tailored communication to suit your preferences, whether that be a monthly phone call or a weekly SMS text; we will do what works best for you.
It’s been great to hear that so many of you are extremely satisfied with the support you receive from Pulse. We pride ourselves on our values and are driven by excellence, so we are delighted that this was reflected in the scores from our latest survey. We will continue to listen to your views, address all feedback and identify service improvements.
Our next survey is due to be sent in February, and we’d love to hear from you again. In the meantime, we have a number of surveys that are sent throughout your journey with Pulse and we are also listening to these insights, to feed into further process improvements.
Thank you for helping us make a difference.
