Measuring Satisfaction

The cornerstone of our work is satisfaction research. Whether the research involves transfer agents or shareholders, we have developed effective measurement tools and a highly reliable process to provide you with objective, accurate information to support your decision-making. Without objective satisfaction measurements it is difficult, if not impossible, to effectively evaluate and monitor actual service to your company or its shareholders. We can show you how your transfer agent compares to the industry and trends over time. With this information, you will be immediately equipped to effectively manage this most vital service.

Benefits of measuring shareholder satisfaction:

Knowing the level of service your transfer agent is delivering to your shareholders and how it compares to industry standards.
Meeting fundamental management requirements – knowing that the service you pay for is actually being delivered.
Organizational focus – “what gets measured gets done” and “you can only manage what you measure.”
Just the facts – unbiased foundation for client discussion when breakdowns occur.
Insight to root causes of breakdowns.
Managing upper management’s perceptions.
Having factual basis for keeping upper management apprised of a transfer agent’s performance.

Our proven measurement tools and processes provide:

Performance Standards
Industry Benchmarks
Service Trends
Objective Satisfaction Measurements

Group 5 provides the information you need to manage your transfer agent by understanding when and where shareholders are dissatisfied (statistical measurements) and why. You will have both statistical and qualitative information on service quality to make informed decisions. Access to this information allows you to fulfill your fiduciary responsibility with the highest level of confidence. We help you do your job better.