Client satisfaction – Arvato Financial Solutions rewarded for its efforts
The worldwide client satisfaction survey carried out at Arvato for 2017 reinforced the previous year’s strong results. Clients particularly appreciate Arvato’s reliability, flexibility, industry expertise and quality.
The annual client survey conducted since 2014 is an important and reliable tool for understanding the needs and requirements of Arvato’s clients and assessing their satisfaction with the solutions offered by Arvato. The survey is focused on determining the Net Promoter Score (NPS), which is the global standard for measuring client satisfaction.
In addition to the NPS, Arvato also surveyed general satisfaction with the company's services with respect to partnership, innovation, solutions and the specific services provided.
“This year’s results show that our strategy of placing the client at the heart of our business is paying off,” said Frank Kebsch, CEO of Arvato Financial Solutions. Its NPS score of 39 places the international financial services provider firmly within the upper third of the benchmark.
In addition to areas of strength, the survey results also reveal potential for improvement, among others in relation to Arvato’s capacity to innovate. “We are understandably delighted to receive recognition from our clients,” said Kebsch. “However, receiving feedback in some of our weaker areas is at least as important. In addition to the positive response, we are taking this feedback on board to align our activities even more precisely with our clients’ requirements and thus further increase their satisfaction,” Kebsch added.
As part of this process, the individual results were analyzed intensively and further measures developed for 2018. After all, Arvato’s stated objective is to grow together with its clients and successfully shape their shared future.