Customer feedback charts future direction for Empower

June 2008
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Empower Masterpay has conducted a ground-breaking survey of its customers to chart its future direction and identify areas where it can improve performance.

More than 60 per cent of customer organisations surveyed responded with a mixture of positive comments and constructive suggestions about Empower’s products, culture and direction.

Empower CEO Alan Greig said the company welcomed positive feedback from the survey, but it also appreciated suggestions about how to do its job even better. “We were pleased by the strong customer response to the survey,” he said.

“We were not looking for bouquets, although we did receive a few. The main objective of this survey was to identify any areas where we could lift our game, so it can help us along the path of continuous improvement.”
Empower has already appointed two response teams to analyse the survey results and identify the most effective way for the company to implement changes or initiatives.

Survey respondents said the most outstanding features about Empower Masterpay were its people and its reliability, especially its enthusiasm to develop new ideas. “Speaking for myself, Empower stands out for the people that work for them,” said one respondent. “Helpdesk assistance is outstanding,” wrote another. “We receive regular contact from the Director of Client Services which is great.”

Reliability was a recurring word used by respondents. “I have never been let down in any aspect of processing my payroll,” said one customer. “This is an outstanding result for our organisation.” Another customer praised Empower’s “honesty in communication” and “sincerity”. “It offers excellent value for money with a comprehensive product,” noted the customer. Another gave Empower-HR the thumbs up as “a reliable payroll engine” that represented value for money. “Empower-HR is one system that is fully integrated, easy to use and extremely reliable.”

Empower’s customers were also willing to suggest ways in which the company could do an even better job. “Come & visit and discuss our issues,” suggested one. “Listen to your customers and continue building your business based on customer needs,” advised another. One customer stated Empower should always be upfront about problems. “Don't cover things up: If there is an issue with a patch, inform clients using that patch by general email.”

Mr. Greig said Empower would look at how its systems could be improved to address areas of concern raised in the survey and provide updates to customers about any action undertaken.

Empower plans to undertake regular customer surveys as one of the mechanisms to feed into its continuous improvement process.

If you want to learn more about Empower’s customer survey, contact Alan Greig on 08 8332 6988 or emaill alan.greig@empower.com.au.

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