As a business client, we know how important it is to have access to top-notch business support whenever you need it. In order to ensure that’s exactly the kind of experience Arcora 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 a research psychologist, Dr. Marc Milot, to constantly measure and highlight service delivery factors that impact outcomes for our clients. One of the ways Dr. Milot does this is through the delivery of anonymous, voluntary surveys conducted once clients access our business supports and again after their file has been closed.
The surveys completed in 2023 have been assessed and we’re very pleased with the results. Here’s what we learned:
Intake Experience
- 84% immediately reached an Arcora intake coordinator
- 99% reported positive experiences with Arcora intake staff
- 98% reported experiencing positive feelings after speaking with an Arcora intake coordinator
Experience with Arcora Professionals
Access/Booking
- 97% reported a timely and convenient booking experience with their professional
- 79% of users had their appointment(s) within 2-7 days of their intake call
Employer-referred Counselling
- 90% reported their counsellor focused on finding concrete solutions to their presenting problem(s)
- The majority of clients (84%) were satisfied with the degree of problem resolution they achieved through counselling
- 86% reported in the post-counselling survey that counselling contributed to improvements at work.
- Of those who had been on disability or absent from work when counselling began (~8%), 97% reported that counselling helped in their return to work.
Human Resources Support
- 97% of users reported their questions were answered to their satisfaction
Legal Guidance
- 83%* of users reported their questions were answered to their satisfaction
Financial Guidance
- 80%* of users reported their questions were answered to their satisfaction
Client Satisfaction
- 87% stated they would access Arcora business services again
It’s so important to us that our business clients have the best possible experience with every touchpoint at Arcora—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 Business Assistance Program 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.
*2022 and 2023 data combined due to sample size
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