Tuesday, 18 October 2011
During September 2011, Au Pair Link provided all our current Au Pairs and Host Families with the opportunity to participate in our annual online customer satisfaction survey. Questions targeted various areas of Au Pair Link's services (from our recruitment and screening processes to our Early Childhood Education programmes) and participants were asked to rate their quality on a scale of 1 to 10 (1 = Very poor and 10 = Outstanding). A special mention goes to our wonderful ECE Programme Managers, who scored an average of 8/10 in the Au Pair survey, and a mind blowing 8.7/10 in the Host Family results. Great work, team!
Popular areas of our service amongst parents include our PayLink payroll system (7.8/10), our Au Pair screening process (7.9/10), as well as an enormous appreciation for our Au Pair pre-departure organisation (8.1/10). When rating the quality of Au Pair candidates presented during the matching process, Au Pair Link’s candidates scored an incredible 8.2/10. This is testament to our high quality Au Pairs and programmes like Au Pair Whiz – where candidates are either qualified childcare workers or have a minimum 2 years experience. When asked to measure how satisfied families are with their current Au Pair and the care they provide for their child or children, our Host Families awarded us an outstanding 8.5/10.
Amongst Au Pairs, popular aspects of Au Pair Link included the quality of Host Family options presented during the matching process – with a score of 8/10. Similarly, there was a very positive response regarding our Early Childhood Education programmes. When asked to rate the quality of educational resources provided by Au Pair Link, our Au Pairs scored us at 8.1/10. On average, Au Pairs rated their relationship with their local ECE Programme Manager at 7.9/10, while they rated the monthly support received from their Programme Manager at 8.1/10. Our rematch policy (where Au Pair Link provides free accommodation for up to 5 days) has also proven its quality, rated at 8/10 and 8.3/10 by Au Pairs and Host Families respectively.
Needless to say, we are absolutely thrilled with these results – and they underline Au Pair Link’s commitment to providing the very best quality customer care. Other superb results from our annual surveys include:
- The quality of communication from Au Pair Link, Au Pairs gave us a rating of 8.1/10, with Host Families scoring us at 8.2/10.
- Overall satisfaction with Au Pair Link's services, Au Pairs rated us at 8.1/10, with Host Families scoring us slightly higher at 8.4/10.
- How likely our customers would be to recommend Au Pair Link's services to friends, families or colleagues, Au Pairs responded with an 83% likelihood. A staggering 91% of our Host Families said they would recommend Au Pair Link’s services.
Au Pair Link's Managing Director, Cecilia Robinson, described the results as "a real milestone for Au Pair Link”. Cecilia explains, “From a customer satisfaction perspective, we've seen an unprecedented rise in the way we are viewed by our clients, whether they are a Host Family or an Au Pair. I'm very excited to see what new challenges come our way in the next year, and using them to strengthen our already solid standing within the home-based Early Childhood Education industry."
Au Pair Link’s Education Services Manager, Casey Muraahi, says, “I am very pleased with the survey results. The survey results reinforce the outstanding review Au Pair Link was recently given by the Education Review Office (ERO). We are confident that Au Pair Link provides the very best quality Au Pair childcare and support in New Zealand and we look forward to continuing this trend.”
At Au Pair Link, we are continually seeking to improve the quality of our services through better communication with our customers. We would like to thank all those who took time out of their busy schedules to complete the survey – we had approximately 200 responses from Au Pairs and Host Families. We have been over each and every response and will be contacting customers where appropriate. A special congratulations to Amber Watson of Auckland for winning the iPod Shuffle for the Au Pair survey, and to Kyla Rodley of Canterbury for the being the winner of the Host Family survey iPod Shuffle.
We can't wait to see next year's results!