In a recently concluded client survey, 94% said that they are “very likely to recommend” PayAlly to other businesses. All clients were invited to participate and the audit tracked satisfaction in the following areas: value derived from their dedicated Relationship Manager, ease of use of the PayAlly portal, and overall client satisfaction.
94% of PayAlly Clients Found Their Relationship Manager to be “Very Valuable”
91% of PayAlly Clients Found the Portal to be “Very User-Friendly”
Benchmarking Customer Service in Financial Services
The survey highlights the attitudes and needs of our clients across the UK, Europe and the rest of the world. With an overall client satisfaction rating of 87%, PayAlly’s service continues to provide value-add for businesses, whether they’re making a payment through our portal or contacting their Relationship Manager for assistance with complex cross-border payments.
To put our results in perspective, the UK Customer Satisfaction Index (UKCSI) for financial services experience was 81.3% in 2022. This figure is slightly higher than the all-sector average of 79.3%. “We will continue to measure our results against the index, expanding the survey to cover customer ethos and track the level of emotional connection we create with clients,” CEO Rafal Andzejevski shares.
Measuring Exceptional Service
Personalised experiences, user-friendly interface and flexible solutions help differentiate PayAlly from other payment service providers, enabling our Relationship Managers to support our client’s payment strategies. Going forward, we will continue to track customer satisfaction with quantitative research as well as qualitative techniques.
COO James Clancey adds, “Over the next 12 months, we will gather further feedback with in-depth interviews to build a comprehensive understanding of our customer service across client messaging apps, email and telephone. We will make further improvements to PayAlly’s solutions, focusing on speed and simplicity to deliver a truly exceptional service that delights our clientele.”
PayAlly Limited is authorised by the Financial Conduct Authority under Electronic Money Regulations 2011 (firm reference number 944721) to issue electronic money (e-money) and provide payment services. SWIFT: PYYLGB2LXXX