22 Apr 2022
IRIS Software Group Response
3yThank you for taking the time to leave a review, although we are surprised and disappointed by your comments. We are proud to offer our commercial employees coaching with a personal development expert. We also run an extensive induction training for our Customer Support team that usually lasts 2-4 weeks, depending on the products. This is delivered by our Customer Service experts who are able to bring the training to life with their own experiences. The training is a blend of customer service, legislation, product and process training with practical activities.
Employee feedback is very important to us, and we encourage our employees to use our immediate feedback tool, Peakon, to share their ideas and concerns with managers and senior leaders in real time. You can also reach out to our Employee Voice Ambassador with your thoughts, we are proud to have 11 ambassadors in Sales & Marketing, who support business improvements by listening to their employee constituency to gain feedback and present their findings at monthly breakfast meetings with their Executive and Head of Functions.
We are proud to conduct regular customer surveys, using an industry-recognised index that measures the likelihood of our customers to recommend our products or services to others; a Net Promoter Score (NPS). Our NPS surveys provide direct feedback of how our customers feel about us, providing us valuable insight into what we are doing right, and where we can prioritise internal initiatives to drive continuous customer-focused change across the business and ensure we continue to invest in the right areas. Our Trustpilot score also reflects the hard work and combined efforts across IRIS to commit to one of our IMPACT values: #CustomerFocus.
We’re always looking for ways we can be the best we can be, and we would welcome any further suggestions. Please speak to your HR representative or leave a comment in our next Peakon survey. Kind regards, the HR team.