2022 Employee and Client Survey Results
By: Wendy Dominguez | Principal, President, and Co-Founder
As we reflect on 2022, a difficult year for investors, we nonetheless 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 surveyed both our employees and our clients around how we can build on those partnerships.
Our 2022 employee survey won us recognition as a “2022 Best Places to Work” from Pensions & Investments, an honor bestowed on Innovest for the seventh time in eight years. Some of our highest scores were around our team liking the work they do, affection for the people they work with, quality of physical working conditions, leadership of the company, treating people well, and having fun at work. Our lowest scores were around technology and having problems quickly addressed. We have made significant investment over the last two years in technology, and we are taking concrete steps to make it even more reliable and less frustrating for our team.
The best part of the survey are the comments. My favorite was this one:
“Innovest challenges me on a daily basis, and I live for that. I also love that we are constantly pushing to improve our processes and client deliverables. I appreciate that my work is a place where I can share my ideas, values, and perspective freely. The volunteer opportunities that we can do promote team building. It is always good to help others. I know that the leaders of Innovest live their values and that makes this a best place to work. “
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 to let us know how we are doing and if and how we can get better. Our average score for overall satisfaction was 4.8 on a 5.0 scale, equaling the best score that we have ever received. 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 2022 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:
“All I can add is thank you to Innovest for providing security, oversight, and guidance, especially in this current market!”
Each year we also measure our Net Promoter Score (NPS), a gauge of client loyalty, by asking this key question: “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. Scoring ranges from -100 to +100, with anything above 70 deemed to be exceptional. The industry average for financial services companies is 44. We are proud of the Innovest NPS for 2022, at 81.
We are humbled by this feedback and remain indebted and to the people and partners who have placed their personal and financial trust in what we do. Our livelihood depends on delivering on that trust. Our satisfaction comes from the wonderful people we get to work with. 2023 holds tremendous promise as we continue to build on that foundation.