Posted by Maria Katrina dela Cruz
Jul 19, 2024
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D&V Philippines’ key selling point is its profound service delivery that bridges the gaps in our clients’ finance and accounting functions. Our purpose is driven by our goal to provide top-notch F&A solutions to Chief Financial Officers, finance leaders, and Professional Services Firms all over the world – which for more than a decade, we have been successfully doing.
To keep moving forward, we aim to do better.
We want to fully understand the experience our clients gain with our team as these strings of relationships we maintain with them become the heart of our engagements, keeping us aligned on what efforts we do best and what we need to enhance on our operations.
2024 Client Satisfaction Survey
D&V Philippines conducts an annual Client Satisfaction Survey (CSS) to gather holistic insights on how we’re faring as an outsourcing partner, alongside identifying possible action points that further elevate our service delivery and reinforce our client relations for the long haul.
There are four crucial touchpoints of CSS: Branding and Reputation, Billing and Invoicing, and Client Service, plus additional service attribute of Hybrid Work Arrangement. In this blog, we weave together the results of the survey and emphasize the high and low points from the recent feedback program.
Branding and Reputation
Overall Average: 4.3
This aspect covers the perception the external parties have of our company. A well-established branding and reputation helps D&V Philippines stand out in the competition, leaving an impressionable mark and builds trust. Through this, our clients are confident that their financials are in the right hands.
Majority of the respondents expressed a positive impression about D&V Philippines’ brand, citing reliability and trustworthiness as the company’s top qualities. The responses also revealed that the organization highly relates to perceptions of quality [service] and being client-centric in its service delivery, which emphasizes a strong commitment in accommodating client concerns and in-depth understanding of their specific needs.
Such impressive scores well back the sentiment of the majority of the respondents who are confident that we keep up with, and even surpass, the competition in the outsourcing arena today.
Billing and Invoicing
Overall Average: 4.5
Our billing and invoicing process reflects how we properly notify, receive, and manage our clients' payments. This facet tackles the clarity and intuitiveness of our system, and how it affects the overall client experience and service delivery.
The CSS results yielded a record-high of 4.5 final rate in billing and invoicing satisfaction with respondents perceiving the process to be generally well. Among the highlights in this area include the clear-cut communication between account managers and the staff during the billing process that translated to flawless customer service over time.
Evaluating the overall invoicing system, most respondents found it clear and easy to understand. The current communication and documentation practices of D&V Philippines fostered transparency in this part of our service delivery, efficient billing and invoicing arrangements, and accuracy of the statements issued.
Despite having no major bottlenecks in this key attribute, D&V Philippines continuously strives to make the process more straightforward by incorporating adjustments and best practices based on client feedback.
Client Service
Overall Average: 4.4
The execution of our services holds an important role in materializing the goal of making our clients’ F&A functions more efficient and seamless. With service delivery rooted in good practices, knowledge, and soft skills, our brand solidifies its position as a frontrunner in the F&A industry.
Our service delivery is grounded on the skillset and proficiency of our talents. We take pride in the knowledge of our people in different accounting disciplines, allowing us to cater to the different F&A requirements of our clients for more than 12 years now. Such an impressive feat undoubtedly made us sharp in our operations, which our clients agree to as well.
When asked about the competency and expertise of their outsourced team, responses showed commendable ratings. Clients are pleased with the timeliness of service delivery as well, suggesting the team’s compliance with the Service Level Agreement (SLA). These high satisfaction rates led to an exceptional assessment of our overall service quality, that puts a spotlight on strong performance plus the caliber of work we pour into our client engagements.
Inevitable hiccups sprung up along the way. At the height of such occurrences, the account managers and dedicated staff stay on top of the challenge until a resolution is implemented. A slim margin of clients revealed that they made complaints over the past 12 months, which were all sorted out sufficiently and according to the client’s satisfaction.
Hybrid Work Arrangement (HWA)
Overall Average: 4.1
The working setup of our people is relevant to getting work done. D&V Philippines’ hybrid working arrangement has been instrumental in amping up our employees’ productivity and fostering a healthy balance between their personal and professional lives, while keeping service delivery a priority.
There are variances in hybrid work arrangement ratings, albeit respondents perceive the setup to be positive in nature. Three-fourths of the respondents evaluated the hybrid arrangement to have a [very] positive impact on the productivity and performance of their outsourced team. They discern an array of advantages that come with it such as having a healthy sense of work-life balance, flexibility, and access to a broader talent pool.
One of our clients noted that the key for them "is the flexibility to adapt to being with the team in [the] office and then at home." Another respondent concurred with this idea, saying "it doesn’t matter where the team works as long as the work is done well." They further stressed that "the good point of hybrid work is that their team can avoid travelling home late at night during rush periods." Moreover, two other clients shared the same sentiment, attesting that "they’re happy to continue [the set up] since it gives a positive work-life balance for their staff while they stay locally and support their families." One respondent expressed their approval in continuing the hybrid setup, emphasizing that "they would only look at changes if there was a lapse in work quality."
A number of respondents also shared their recommendations in nurturing HWA tailored to their respective teams, such as [having] "more regular opportunities to work together in the office since their team is growing and placing more supervision from D&V [Philippines] to look after the mental health of people." With these in mind, D&V Philippines proactively moves to make sure client-specific requirements for the HWA of their dedicated staff are met accordingly.
The warm accommodation of the hybrid work environment among the client network signifies the forward perspective of D&V Philippines. Nevertheless, the organization is bullish in upping its communication and collaboration system to promote cohesion and connectivity in a remote arrangement through integration of practices and technology wherever possible.
Overall Experience
Overall Average: 4.5
The overall experience encompasses all the service attributes, including other metrics that our clients deem important in upgrading and/or continuing their current engagement with D&V Philippines.
Factoring in important elements in an outsourcing partnership, D&V Philippines achieved a 4.5 score from the selected respondents. Three-fourths of the survey recipients gave the organization a highly satisfied and satisfied rating, while the remaining marked the neutral level of satisfaction – indicating the need for improvement in specific areas that can potentially lift the overall experience to a stronger position.
There is confidence among the clients to continue their engagements with the D&V Philippines. More than half of the respondents confirmed that they absolutely like, definitely want, and are likely to continue partnerships with us as they obtain a comprehensive service delivery and experience high-value solutions in the collaboration. "The exceptional English proficiency, which leaves no room for barriers in communication," was also given a particular mention in the survey. Similarly, clients floated the idea of "D&V Philippines’ possible expansion of services, tapping into areas of TAS, Advisory, and Risk Advisory, among others."
Team capacity is also given mention in the feedback. A particular respondent mentioned that "since their account managers [in D&V Philippines] deal with a high volume of work, they are considering hiring additional accountants on their team for long-term capacity and sustainability."
While the company grows aggressively, we give our clients and partners the guarantee of putting their feedback and thoughts into consideration upon setting the future strategic direction of D&V Philippines. We believe we can turn these matters into leverage and use them as an upper hand in reinforcing our service portfolio and client experience facets.
Satisfaction Score
After careful and intensive deliberation of survey results, D&V Philippines is proud to report that we received a satisfaction score of 92.85%, translating to a very good (above average) performance.
The overall satisfaction score of the program is derived from the computation of the Client/Customer Satisfaction score, which is calculated based on the average ratings provided by each client across service attributes.
The final score of each client is determined by categorizing the average score in the program's rating range. After this step, the calculation of CSAT proceeds by dividing the number of satisfied clients to the total respondents then multiplying it by 100.
Beyond delivering the outsourcing needs of CFOs and Professional Services Firms, D&V Philippines forges its path to become more than just service providers – we aspire to be a reliable partner, adding value to their business and to their customers in extension. As we continue moving forward, our clients can count on us to remain true to our commitment to providing only the best finance and accounting solutions with integrity, transparency, and excellence.
Interested in knowing about our F&A outsourcing services? You may get our free e-book Outsourcing: How to Make it Work to learn the benefits of offshoring your accounting functions or you may schedule a free consultation with our account managers for a more detailed conversation about your needs.
