At Guideline, your feedback matters to us. In fact, we use it to make important business decisions about our services and support.
If you recently received a survey from us, here’s what it means and what we do with your responses.
Ratings and comments
Our survey email asks you to rate how likely you are to recommend Guideline, on a scale from 0 to 10. These numerical ratings give us a snapshot of how we’re doing. Generally, the higher the number you select, the happier you are with our overall services.
Next, we’ll ask you to share the primary reason for why you choose your score. This is your opportunity to tell us what specifically makes you satisfied or dissatisfied with our offerings.
For instance, you can reference:
Customer support
Ease of use
Investment options/opportunities
Product
Plan administration
Help center/training resources
Cost
Other
You’ll also have the opportunity to leave us a comment – and we read each and every one of them. These responses and honest feedback are especially valuable and allow us to pinpoint specific areas where we’re doing well or that need improvement.
Please know that we never share this information with anyone. It’s solely used to make our product and services better.
Taking your feedback a step further
Because we want you to be satisfied with the service you receive from Guideline, if you happen to share neutral or negative feedback, we want to know exactly how we can make your experience better.
Therefore, after you submit your responses, we’ll share a follow-up email where you can schedule a quick 15-30 minute chat with a member of our Customer Success Leadership Team. During this call, we’ll listen to your concerns and learn how you feel we can improve the experience for you and your participants.
How we take action
Each month, we pull the data from our survey responses to look for trends in overall customer satisfaction within various aspects of our product or services. The feedback is shared throughout various cross-functional teams here at Guideline.
For example, if you share a concern about a limitation in your dashboard, your feedback will be shared with our Product or Operations teams and leadership. These teams can then consider if and how to implement improvements based on this information.
While we can’t promise we’ll be able to immediately resolve all concerns, we make every effort to better our product and services based on trends and high-impact changes that will benefit our customers and resolve specific pain points.
We really do value your feedback, and it all helps make Guideline a better 401(k) partner for you and your employees.
Thanks for your help!