As a business client, we know how important it is to have access to top notch support, whenever you need it. In order to ensure that’s exactly the kind of experience Arete clients receive, it’s important for us to regularly take stock of how we’re doing and find ways to continuously improve our services.
To this end, we engage an independent research firm, Workreach Lab, to constantly measure and highlight service delivery factors that impact outcomes for our clients. One of the ways Workreach Lab does this is through the delivery of anonymous, voluntary surveys conducted once clients access the Arete Business Assistance Program and again after their file has been closed.
The surveys completed in 2022 have been assessed and we’re very pleased with the results. Here’s what we learned:
Intake Experience
- 85% immediately reached an Arete intake coordinator
- 98% reported positive experiences with Arete intake staff
- 98% reported experiencing positive feelings after speaking with an Arete intake coordinator
Experience with Arete Professionals
Access/Booking
- 95% reported a timely and convenient booking experience with their professional
- 81% of users had their appointment(s) within 2-7 days of their intake call
Employer-referred Counselling
- 88% reported their counsellor focused on finding concrete solutions to their presenting problem(s)
- The majority of clients (~80%) were satisfied with the degree of problem resolution they achieved through counselling
- Although only 78% of respondents reported their problem was affecting their performance at work (at intake), 81% reported in the post-counselling survey that counselling did contribute to improvements at work
- Of those who had been on disability or absent from work when counselling began (11%) and returned to work during or shortly after using the services (40%), all reported that counselling helped in their return to work
Human Resources Support
- 97% of users reported their questions were answered to their satisfaction
- 97% of users stated they would access the service again
Legal Guidance
- 85% of users reported their questions were answered to their satisfaction
- 81% of users stated they would access the service again
Financial Guidance
- 100% of users reported their questions were answered to their satisfaction
- 100% of users stated they would access the service again
Experience Using the Healthy Business Bookmark (HBB) Website
- The majority of users found the site easy to navigate and the information and resources clearly presented and valuable
- Most respondents stated they were likely or extremely likely to recommend HBB to their colleagues
Client Satisfaction
- Overall employee satisfaction rating with the counselling service: 8.1 out of 10
- 93% stated they would access Arete business services again
It’s so important to us that our business clients have the best possible experience with every touchpoint at Arete—from their first call to their final consultation and follow-up survey. As a means to achieve that goal, we share these results with our internal teams and the professionals in our network to ensure we’re working together to continuously improve our services, processes and approaches for our clients. Ultimately, we want our services to contribute to your thriving, resilient business, and we’re always on the hunt for ways to remove barriers and make your experience even better.