Voice of the Customer: Service Based Differentiation Matters

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ICon Professional Services, a national company specializing in 1099 compliance, today announced the results of the 2008 customer satisfaction survey showing service based differentiation matters; especially during challenging economic times. The survey was conducted in response to the need for ongoing insight and quality improvement measures related to innovation, operational excellence and customer satisfaction metrics in the provision of the 1099 compliance and payroll services.

Our customers tell us that our combination of extremely robust features combined with excellent customer service makes us unique in the market.

ICon Professional Services, a national company specializing in 1099 compliance, today announced the results of the 2008 customer satisfaction survey showing service based differentiation matters; especially during challenging economic times. The survey was conducted in response to the need for ongoing insight and quality improvement measures related to innovation, operational excellence and customer satisfaction metrics in the provision of the 1099 compliance and payroll services.

According to a commissioned study conducted by Forrester Consulting, there is a growing gap between the strategic importance of IT and human capital versus actual investment and results. As corporations across the nation turn to Independent Contractors, the need for reliable information and applications designed to streamline the process is increasingly viewed as a major asset or potential liability. Unfortunately, difficult financial considerations have led many providers to reduce spending in critical areas like IT or customer service. In a continued effort toward maximizing client value, ICon Professional Services invited over one thousand current users to participate in an online survey designed to measure effectiveness, satisfaction, ease of use and other user-based imperatives.

"We're really pleased at the results of our 2008 survey of iConnect - our end to end software solution for managing 1099 compliance and payroll", states Michael Soffel, Vice President Operations for ICon Professional Services. "Our customers tell us that our combination of extremely robust features combined with excellent customer service makes us unique in the market."

Easy Does IT

When it comes to IT applications user-friendly interface, intuitive design and the ability to seamlessly integrate into existing work-flow are critical to the success and satisfaction of client's, including hiring managers, Independent Contractors as well as other direct and indirect users.

ICon's comprehensive services are leading the way in Independent Contractor compliance, powered by their end-to-end SaaS platform, iConnect. The software platform consistently received high marks among actual users and survey participants - This was demonstrated with over 97 percent of hiring managers having a positive experience with the self service interface while establishing an on-line account, and a similar ranking of 96 percent for independent contractors. "This extremely high user satisfaction rating only reinforces our commitment to self service software that is not only easy to use, yet robust enough to meet the needs of our end users", states Michael Soffel. The study also reflects extremely positive opinions regarding the payroll/benefit services offered by ICon reflected by a 95% "ease of use" rating.

In addition, the commitment to customer service was acknowledged by 98 percent of payroll contractors reporting their paychecks were received on time with 97 percent reported accuracy. Further high marks in customer satisfaction were evident by exceptional approval ratings including:

  • 92% in communication
  • 90% in knowledge/expertise
  • 90% in understanding needs
  • 92% in responsive/follow-through
  • 94% in professionalism
  • 92% in courteous customer service

About ICon Professional Services:
ICon Professional Services is a leading national Human Resource Outsourcing firm specializing in the management of 1099 compliance and Contingent Workforces. Through its web-based application, ICon ensures that its clients are in compliance with tax rules for independent contractors, providing advice on employee classification guidelines, IRS audit support, tax reporting, invoice submission, and other services. These combined services protect clients from costly fines and penalties for misclassification of workers, by applying expertise that cuts through the complexities of government guidelines. Additionally, ICon offers outsourced payroll and benefits administration for certain classes of workers, including non-independent contractors, former employees and company sourced workers.

To learn more visit: http://www.icontract.com or call us at 1(888) 426-6937

This press release was distributed through eMediawire by Human Resources Marketer (HR Marketer: http://www.HRmarketer.com) on behalf of the company listed above.

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David Branch
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