CORPORATE OBJECTIVES & RESULTS
3|WSPS.CA/AnnualReport
April 2018 – March 2019
Customer
Å
Increase customer/member growth by 4%
Active Customers (Direct)
Achieved target of 11,390
(+14.9%
over 2017/18)
Non-billable Services
Provided to
48% of active customers
Engaged Workplaces & Communities (Indirect)
Digital Channels (# of times message
presented to users)
6,289,284
Partner Member workplaces reached via Partnerships 112,236
Customer Experience
Overall Net Promoter Score (NPS) 57*
Financial
Å
Achieve a balanced budget through revenue growth, cost containment
and viable and alternative funding sources
Invoiced Revenue $11.735 million
Balanced Budget
Achieved (funding claw-back
offset by prior year's surplus)
Processes
Å
Enhance customer experience and value through continual improvement of
business processes in alignment with business plans and resources to achieve
customer and MOL commitments
Retain ISO 9001 Certification
Achieved
Granted QMS Certificate to ISO 9001:2015
People
Å
Strengthen leadership skills and continue development of healthy
workplace culture
Great Place Strategy
Achieved implementation of a
Healthy Workplace Action Plan that includes
leadership training
Learn & Grow
Achieved 100% of eligible staff completed
all mandatory Learn & Grow requirements
* Net Promoter Score (NPS) is a management tool that measures customer loyalty. An NPS of over 30 is considered
good, with most respondents as "promoters" of the program/service.
The information provided above is an excerpt from the WSPS 2018/19 Corporate Scorecard
