How do CPA members rate the service?
For the last month CPA has been surveying its members anonymously via a third party. What did respondents say about the CPA service?
The survey results
When asked “How well do our services meet your needs?” 95.7% responded positively with over 52% giving the maximum result of “Extremely well”, 86.9% if you include “Very well”.
When asked how likely is it you would recommend CPA to a friend or a colleague?”, 91% responded that they would do so.
When asked how many stars out of 5 would you give CPA, remarkably there were no scores below 3 out of 5, with 9.1% giving us 3 out of 5, 27.3% giving us 4 and 63.6% giving us 5 out of 5!
The Comments
One noted that “staff are very helpful and response to any query is quick”. Another said “Great at getting debt repaid”. One simply said the service was “excellent, reliable and efficient”. Another said “Very helpful and prompt service “. One highlighted the role of our Service Manager saying they thought the service was “very good so far. Cris Shirley especially helpful and easy to approach for help”. One member said “Very good service, helpful team at CPA, user friendly online portal”. While one business owner said the service was “Very good indeed. Hassle free and saves lots of time in the office as the CPA chase the unpaid debts for us.”
One interesting response when asked about the service was that it is “Good when it can be used to its potential”. We know from talking to many of our members that some are reluctant to use the service to the full because they are wary of referring customers to us. In response we would say that our initial letters are extremely polite. CPA wants to prompt punctual payment but also maintain the goodwill you have with your customer. If you communicate right from the beginning that you are members of the Credit Protection Association, using our Credit Analysis forms and adding our graphic to your invoices, then your customers will not be surprised when we contact them on your behalf but they will respond to the reminder that payment is due. CPA resolves over 86% of accounts referred to us”
Another member said “I find it helpful as I had little experience checking credit reports and there is a lot of information available. The overdue account facility is extremely helpful to us.” If you need help understanding a credit report, please give us a call. We will always be happy to help.
One member said “The credit checking side is invaluable, to prevent offering an account to companies without a stable financial footing”. We at CPA are glad that the service is working for you. We always recommend that members take a status report on their new customers, monitor their existing customers so they are notified of any change in circumstances and stick to the recommended credit limits.
Thank you to the anonymous responder who said “Very impressed with the service and how helpful the staff are as well as the results.”
Another even showed appreciation for our daily business news bulletin, asking if we could “make business news a printable document”. We will look into that. We are not sure many of our members regularly check the news section of our website where we have our daily business news, insolvencies updates, blogs and other news stories posted there daily. Check our news page or follow us on social media to be updated on our latest posts.
Summary
We are grateful that so many of our members appreciate the benefits of Membership, however we are not resting on our laurels and we are constantly looking for areas where we can improve and enhance the service. We launched our new public website earlier this year and are developing a new interface for our members’ only area which will bring a whole range of improvements. We are also always looking at new products and features we can add and we have some interesting innovations in the pipeline.
Do you need a credit management partner? The Credit Protection Association has been assisting it’s members get paid for over 100 years and our membership highly values our service with some members having used us for decades.
Give us a call on 0330 053 9263 or get in contact to see how we can help you.
James Salmon, Operations Director 31st July 2017