Exceptional service is at the heart of what we do. We've outlined our key service level agreements below so you know what you can expect from Nasa as an employee.
Key components of our agreements include:
- Calls to our Onboarding and Customer Care Teams - Pick up time within 30 seconds
- Calls to our Payroll Teams - Pick up time within 60 seconds
- New inquiries to our Sales / Onboarding Team - Less than 30 minutes
- Queries and contracts sent to our Customer Care Team - Within 2-3 hours.
- Existing employee with queries - Less than 60 minutes
- Complex Queries - Typically 2-5 hours, depending on complexity. Notification will be sent if we expect to exceed these times.
- Pensions Team - Depends based on query, anywhere from 1 hour to 3 days.
Naturally from time to time our service levels may change, but we strive to keep waiting times for our customers to an absolute minimum.
NPS Scoring:
Net Promoter Score (NPS) is a metric used by companies to gauge customer loyalty and satisfaction. It is based on a single question: "On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?"
We ask our employees to rate us via their P45 request forms, as we think this gives a good overview of the service that they have experienced throughout their time with Nasa.
While there isn't a universal "good" score, typically, scores above +45 are considered excellent, indicating strong customer loyalty and advocacy.
We're pleased to currently boast a 49 NPS score, which we're improving week by week!
Need to chat to us? Just get in touch below!
