Dissatisfied with your survey results? Well, take a leaf out of the Wilco book of self-satisfaction and conduct your own survey, preferably face-to-face, to minimise the prospect of adverse commentary. Wilco International, the ADP subsidiary whose GLOSS securities management and control application is among the most popular in the custody industry, says it has just interviewed 140 clients around the world and – surprise, surprise – everybody loves the company and its products.
“Respondents agreed or strongly agreed with over 80 per cent of all positive service statements posed,” says a Wilco press release. “There have been improvements over the previous year in almost all key areas of measurement, including value for money, meeting clients’ business needs, project scooping and delivering to plan. The overwhelming majority of Wilco’s clients agree or strongly agree that the company provides them with an excellent standard of service.”
But Wilco does not think its clients were too polite to be rude to their interlocutors, or too smart to criticise their own purchasing decisions: it simply believes what it is told.
“Much of the improvement can be attributed to the company’s investment in client-focused initiatives such as the Client First programme for introducing enhancements across all areas of client service, and Wilco’s fast-track implementation methodology, STP Direct,” gushes the press release. “Both of these have delivered effective results during the past year.”
Despite the temptation to feel smug, Wilco CEO Elizabeth Lake is taking nothing for granted. “It has been rewarding for us to realise that, despite challenging market conditions facing our clients, they indicate an increased and clear willingness to continue to choose Wilco,” she says. “In fact, more than ever before, they would recommend us to others. This is one of the greatest accolades we can be paid. We are looking forward to working closely with our customers during the next twelve months to become even more effective in our partnerships.”