2021 Employee and Client Survey Results
By: Wendy Dominguez, President and Co-Founder
2021 marked an important milestone for Innovest: our 25th anniversary. Milestone anniversaries serve as an important reflection opportunity. We have much to be thankful for. We are extremely grateful for our team and the care they take in serving our clients. We are also incredibly humbled and thankful for our clients. If it wasn’t for their longstanding support, we would be nothing. It is with this focus on reflection that we asked our employees and our clients how we can get better.
For our employees, our 2021 survey reported a 90% average score. This score won us a 2021 Best Places to Work award from Pensions & Investments magazine for the sixth time in seven years. Our highest scores were in the areas of office environment, relationship with supervisor, role satisfaction, and leadership. Our lowest score was an 81% satisfaction rating with benefits, a topic that was greatly affected by a question around tuition reimbursement. We think this is an opportunity to better promote our reimbursement program where it may be unclear to our team. The best part of the survey are the comments. My favorite was this:
“Innovest makes people its top priority. The company truly invests in us as a team and as individuals. They do not want us to be cogs in a machine; they want us to each thrive in our roles, grow into leaders, and leave each day feeling happy and fulfilled. The team managers at Innovest are all top-notch people who lead by example and pull up their team members. Managers push their team members to grow and take on new challenges every year, all while being supported and empowered. At Innovest, a lot is asked and expected of you, but you are never put in a position to fail.“
We are very proud of the survey results and award because we work hard to create a positive environment for our employees.
We also ask our clients how we are doing and how we can get better. In 2021, our average score for overall satisfaction was 4.8 on a 5.0 scale, which equals the best score that we have ever achieved. Our customer service score was 4.9 – our highest individual score ever! Through the survey, our clients also help us with ways that we can improve, and a large majority are interested in Innovest becoming more digitally oriented and improving our ability to deliver information quickly. We are continually working on both, and 2021 was a big year of investment in technology for us.
As with our employee survey, my favorite part of the client survey is reading the comments. My favorite was:
“We have been extremely impressed with the knowledge, professionalism, and experience of everyone we have dealt with through Innovest. What an incredible team!”
We also measure our Net Promoter Score (NPS), a tool used to gauge the loyalty of clients: “How likely is it that you would recommend Innovest to a friend or colleague?” The NPS has been widely adopted, including by over two-thirds of Fortune 1000 companies. An NPS score above 70 is deemed exceptional. We are proud of the Innovest NPS for 2021, at 86. We are humbled by this response!