Archive for October, 2013

Smartsalary Staff Engagement At All Time High

Staff engagement is everything to us at Smartsalary. In fact, it’s at the core of our business strategy. After all, if your staff aren’t a little loopy about your company, why would your customers be?

Last year, Smartsalary was accredited a Best Employer by Aon Hewitt, one of only 19 such companies in Australia.  Further, we have just completed the 2013/14 engagement survey and we were thrilled that our engagement score edged upwards, from 72% up to 75%.  We’ll find out in May 2014 whether we will repeat as a Best Employer!

Aon Hewitt employee engagement graph

High staff engagement is absolutely critical to us, as it has got to be THE key driver of customer satisfaction / loyalty.

Incidentally, I read a report last week about global employee engagement rates, with some really eye-opening results. According to the Gallup report, only 13% of workers across the world are engaged at work, which means that only 1 in 8 workers are making a positive contribution to their workplace.

On a regional level it’s not all doom and gloom, Australia ranks highly, with higher engagement levels than the majority of countries surveyed. 24% of Aussie workers are engaged and only 16% said they were actively disengaged, i.e., unhappy and unproductive at work.

Gallup global employee engagement table

While it is certainly pleasing to see our company engagement level at 75% (3x the national average), we are focussed clearly on continuing our march to yet higher levels of staff engagement . . . no doubt this can only mean yet higher levels of service to you, our valued customers!

Sky News Business Interview

Since the Rudd Government FBT announcement and the federal election in September, there has been a fair bit of media coverage surrounding the car and salary packaging industries and the impact on our business and consumer confidence.

A few weeks back I was invited to Sky News Business to discuss how Smartsalary has been impacted since the July announcement, I was happy to be able to say that business is back to usual! Here’s a video of the interview:

2013 Customer Service Awards

Last night our team attended The Australian Service Excellence Awards in Melbourne. It was fantastic to attend alongside members of the Smartsalary team.

We have participated in the Customer Service Institute of Australia (CSIA) accreditation process since 2008, in an effort to continue to improve our service to our valued customers.  As you can see below, our scores have improved every year.  This year, we achieved a score of 8.04, our highest yet!  In fact, we are delighted to have received a ‘10’ for after sales service, which we understand is the only perfect score ever awarded by the CSIA.

2013 CSIA scores

In addition, Lynne Mackenzie was highly commended NSW/ACT Customer Service Manager of the Year and Sonali Saxena was highly commended NSW/ACT Contact Centre Manager of the Year. A big congratulations to them, and to Jason Harper, who led the CSIA accreditation process.

 CSIA 2013

Welcome to Smartsalary, Northern Sydney Local Health District!

Hi, this is Dave Adler (Chief Commercial Officer) borrowing Deven’s blog to share some more great news.

We are buzzing with excitement here at Smartsalary, as we prepare to welcome our newest client, Northern Sydney Local Health District (NSLHD), after a comprehensive public tender process.

NSLHD is one of the largest health districts in NSW, with over 9,000 employees, of which 6,000 are currently salary packaging.

We especially want to thank our existing customers. After all, it is only because of your support, and your wonderful references, that we have been able to continue to win new contracts and watch our business grow.

Client Timeline

We look forward to welcoming employees of NSLHD!


Deven Billimoria
Chief Executive Officer
Smartgroup

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