A warm welcome to 2018 to all our readers.
I hope you had the opportunity to spend some quality time with your family and friends or simply recuperated over the holiday season and prepared for the new year.
As we say goodbye to 2017, we look forward to 2018 with great enthusiasm, progressing a number of planned initiatives that will transform our operating environment and ensure we continue to provide outstanding value to our client partners. One such initiative is the introduction of our Client Health Index.
Over the years, many of you have participated in our client listening program. We appreciate the insightful and genuine feedback that you have shared through the program and I am very excited to introduce our 2018 Client Health Index. The Index builds on our existing program with a customised health check at prescribed intervals. Our most recent client listening program returned a score of +100 NPS and we note that with such a high degree of customer advocacy comes a great level of customer expectation. This important enhancement is designed to engage our clients through a pulse survey, managed through an industry leading analysis tool, Qualtrics. Your feedback will allow us to gather timely insight and develop a comprehensive 360 degree view of your experience with recoveriescorp. Importantly, this will enable the continued and ongoing improvement we pride ourselves on.
Whilst we will continue to gather feedback through our annual client listening program, this application will enhance our approach and commitment to continuous improvement.
Having navigated our way through the busy holiday season, Boxing Day sales and economic predictions for 2018, we kick off this first edition with a summary of what’s in store for the year ahead. While we turn to the trends in our economy for insight, there is one aspect of our work that we see as constant, if not growing, and that is the need for effective financial difficulty support programs for customers in financial distress. Our second article, “Building a Framework for Financial Distress” considers the framework we have in place to provide this support.
We hope you enjoy this first edition of News and Views for 2018. If you would like to learn more about something we’ve covered in this edition of News and Views or you’d like our opinion on a topical matter, please email newsandviews @ recoveriescorp.com.au and we’ll discuss it in the next briefing.