How does Moneypenny measure customer satisfaction?

Transparency in action: the importance of client feedback

One of our key tools is the annual survey. In this, we ask clients to rate their experience with Moneypenny on a five-point scale, where 3 represents the standard. This survey provides us with an overall view of satisfaction with our services.

In addition, our account managers stay in continuous contact with clients. They actively collect feedback about experiences with our VAs. This direct communication allows us to address any issues quickly.

Within the survey, we also ask clients about their experience with Moneypenny as an organisation. We want to understand whether they need more support from their account manager and if there are other areas we should take into account.

To gain deeper insight, we invite clients to an annual review meeting. During this session, we discuss their experiences, any additional feedback, and set goals for the year ahead.

Customer survey results 2025

The structure of our survey is based on the skill set defined in Moneypenny’s VA Best in Class model. Each year, we collect client scores, with a response rate of 41%. This gives us valuable insight into satisfaction across different VA competencies.

The 2025 survey results, based on a five-point scale, are as follows:

• Communication Skills (4.21): Clear and effective communication with clients
• Independence & Ownership (4.32): Ability to work autonomously and take responsibility
• Proactivity (4.06): Showing initiative and addressing tasks proactively
• Planning Skills (4.13): Efficient planning and meeting deadlines
• Tech-Savviness (3.89): Knowledge of relevant tools and software
• Flexibility & Availability (4.47): Willingness to be flexible and reliably available
• Expertise (4.11): High level of knowledge and capability
• Quality of Work (4.13): The extent to which delivered work meets expectations

These scores show that clients are highly satisfied with the skills and performance of our VAs—something we are very proud of.

Through this comprehensive approach, we continue to evolve and meet our clients’ expectations. At Moneypenny, we take feedback seriously.