2013 CSI Client Satisfaction Survey Results - A News Article from Creative Services, Inc. - Mansfield, MA

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04.10.13

2013 CSI Client Satisfaction Survey Results

Creative Services, Inc. (CSI) would like to thank all of our clients who participated in this year’s client satisfaction survey. We received responses from our customers in various industries, including higher education, financial and healthcare services, bioscience and pharmaceutical, public utilities and transportation/distribution. Your feedback is critical to our combined success and ability to maintain a culture of continuous process improvements.

In the survey conducted, respondents indicated customer service, quality and price were the top three drivers in choosing a screening vendor. CSI continues to maintain a 96% client retention rate based on our ability to excel in servicing our clients and providing a comprehensive detailed product.  CSI understands the importance of unmatched client service and the survey results demonstrate our success. CSI’s Customer Service Team excels in providing a two-hour response time to our clients with a “live” person available to provide status and answer questions.

Quality was closely behind customer service in importance to our clients. 32% of respondents agreed quality was critical to a successful screening program. CSI received a 94.2% satisfaction rating regarding the accuracy of our reports. We maintain a comprehensive quality assurance program designed to ensure background investigations are conducted in accordance with client requirements and legal guidelines under controlled conditions. Overall, CSI maintains a level of measured accuracy of over 99%.

Please find below survey highlights and client testimonials.

Survey Highlights

  • 97.1% satisfaction rating with our Customer Service Team and Account Managers
  • 94.2% satisfaction rating with the accuracy of our reports
  • 79.9% of clients receive a response back within a few hours

Testimonials

  • “Representatives/account managers are always quick to answer questions and approach issues with a professional yet friendly manner.”
  • “Responses to email and voicemail are received quickly”
  • “I have always received a prompt, courteous and knowledgeable reply to all of my questions and problems.”

 

 

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