At FFBS, we’re committed to giving our clients the best possible service. We regularly collect client feedback and undertake an annual satisfaction survey to ensure that the service we deliver is meeting the needs of our clients and the communities they support.
Service, simplicity, satisfaction
For the fifth year running, our customer satisfaction is rated ‘excellent’, with a Net Promoter Score of 88.89. Across the board, clients told us they were happy with the service we’re providing – in fact, 100% of clients who responded to our survey said they were satisfied or very satisfied with FFBS.
Each year, we ask clients what they value most about their partnership with FFBS. This year, they told us they value the service we provide and the simplicity of working with us.
Other results from this year’s survey include:
- 100% of respondents said they agree or strongly agree that FFBS provides great customer service
- 100% of respondents said they agree or strongly agree that FFBS provides ease of doing business
- 100% of respondents rated FFBS’ account management as good or excellent
- 100% of respondents rated our online portal as good or excellent
- 96% of respondents rated our helpdesk as good or excellent
In their own words…
Changing demands, evolving services
Every year, we make changes to our service based on client feedback. Over the past year, we have:
- introduced same-day BACS payments, and reduced the fees for these payments
- expanded our energy provision to include Post Office energy vouchers
- introduced same-day food and clothing vouchers
- added Tapi flooring vouchers to our portal as a replacement for our previous flooring offering
- ensured our clients continue to get the best possible value through regular pricing reviews – which means our prices have either decreased or stayed the same.
Service at our heart
Service to clients and beneficiaries is at the heart of what we do and who we are at FFBS. We exist to make it easier for our clients to deliver vital support to communities nationwide – so providing a service that grant-making organisations can rely on is essential.
Our unrivalled support package includes a dedicated account manager and unlimited access to our helpdesk team, ensuring every client receives all the support they need throughout our partnership.
If you provide grants to people in need, get in touch to find out how we can help. Next year, you could be one of our satisfied clients.