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Service shaped by clients – our annual survey results

18th October 2024

Excellent client satisfaction

At FFBS, we’re committed to providing the best service possible. That’s why we regularly collect client feedback and undertake an annual client satisfaction survey to keep making our service the best it can be.

The results

For the third year in a row our customer satisfaction is rated ‘excellent’ with a net promoter score of 76.67. 100% of clients who responded to our survey said they are satisfied or very satisfied with FFBS.

Some other great results include:

    • 97% of clients saying they strongly agree or agree that FFBS provides great customer service

    • 97% of clients rating FFBS’s helpdesk support as excellent or good

    • 94% of clients saying they strongly agree or agree that FFBS provides ease of doing business.

97% of clients saying they strongly agree or agree that FFBS provides great customer service 

Feedback

Clients gave us their experiences with us and we’re thrilled with the feedback- thank you!:

Our aim is to support our customers and sometimes what gets in the way of supporting people is administration and unreliable services. Using FFBS removes those barriers.

The level of support we get from FFBS is amazing. [Our account manager] is always an email away and is quick to respond to any queries/issues we may have. Always feel like our feedback is taken on board and actioned to the best of their ability.

FFBS's social purpose is fantastic - it feels good to know that through working with FFBS, we are supporting families across the UK

Service shaped by our clients 

Each year, we make changes to our service in response to what our clients tell us- so we’re keeping up with their evolving needs.

Changes clients informed this year include:

    • Extending our range of vouchers with a new home offering- giving access to home improvement retailers like B&Q, Screwfix and Ikea.

    • New Amazon vouchers, ordered through FFBS, giving organisations even more ways to support their beneficiaries.

    • Upgrades to our online portal, with new features requested by clients. These included enhanced reporting functionality and new security measures, making it easier for our clients to manage their grant funding and streamline their procurement process.

Consistent delivery

We deliver consistently excellent customer service by making client satisfaction a top priority.

Every client has a dedicated account manager who ensures we have a close working relationship with each and every client. This makes sure our service is working to simplify their procurement.

We also have an expert helpdesk on hand to provide day-to-day support, answering any specific queries clients may have about their orders. This means our clients are well-looked after, and always know where to go for support.

If you’re looking for a new grant administration service with a proven track record of delivering excellent service, get in touch at businessdevelopment@familyfundservices.co.uk to find out how we can help your organisation.