Every year EBI asks our valued clients how we are doing when it comes to Customer Service. We ask about everything from our staff’s performance to our services and technology. Customer Service is EBI’s top priority, so we take these results very seriously. Now that this year’s numbers have been crunched, we thought you might like to see where we stand.
We are proud to announce our Overall Customer Satisfaction is 97%!
Here are the top issues covered in the survey:
Respondents say our results are incredibly accurate. This is immensely important when you are talking about people’s livelihoods, and almost every single customer said they were pleased with our accuracy. Background screening and drug testing results have to be right. Yes, mistakes happen. No one is perfect, but we do our very best to get it right every time. This result shows us the hard work is paying off.
Clients say they are very satisfied with the turn-around time of EBI’s products and services; even so, this is an area that we constantly strive to improve. We know our clients need their information fast, but they also want their searches to be complete and accurate. EBI continuously monitors the time it takes to complete searches and makes adjustments to handle high-volume times when requests peak. We work with our vendors and study metrics to constantly find ways to improve turn-around time.
Our customers say they are very satisfied that their questions and issues are resolved in a timely manner. We have also rolled out Desk.com which supports our pledge to resolve your issue on the first call. Timely service is extremely important when it comes to maintaining our ISO 9001:2008 Certification for Quality Management. This is a facet of the business we continually strive to improve.
Respondents say they are very satisfied with the level of training and knowledge possessed by staff members. The results show you are very happy with our ability to answer questions and resolve issues. Improving our knowledge base is a part of the EBI culture. The entire team participates in continuing education efforts with one goal in mind — to make our clients’ lives easier.
Respondents say they are very satisfied with how EBI keeps them updated with legal and legislative news through our Screening News Network. SNN provides weekly news update on issues affecting all aspects of background screening, as well as hosting informative webinars and offering helpful whitepapers. Seventy-five percent of our respondents are subscribed to SNN. We hope you will join them if you have not yet signed up.
In 2014, EBI implemented a Quality Management System in compliance with the ISO 9001:2008 Quality Management Standards. Surveying our clients to find out where we can improve is an important part of that initiative.
If you are one of the wonderful clients who graciously filled out the survey, we thank you. As promised, EBI has made donations on your behalf. This year’s recipients are the Kennedy Krieger Institute and the Mt. Washington Pediatric Hospital, two incredible institutions that help children with the most serious health challenges. Thanks again for your continued support!
If you are not yet part of our team, we hope these results give you a peek into what makes EBI so special!
Jennifer Gladstone is a news anchor and journalist with more than 20 years of experience in front of the camera. She's worked in several markets, large and small, and has performed nearly every task needed in a newsroom. As EBI’s Screening News Editor, she keeps EBI’s customers and blog subscribers up to date on the latest screening news and legislative alerts affecting companies of all sizes.