We turn client insights into skilled people, simplified processes, and efficient technology, resulting in measurable improvements that save time and reduce risk.

At Thomas & Company, client feedback isn’t a check-the-box activity. It’s the foundation for our growth and resilience. As an industry leader with more than 30 years of experience serving employers nationwide, we treat feedback as central to our progress.

Unlike large, transactional providers who treat customers as numbers, Thomas & Company delivers personalized, relationship-driven service. We prioritize accessibility and long-term partnerships. We see feedback as a key part of the dialogue for continuous enhancement, going beyond superficial observations to initiate meaningful conversations. This approach gives us actionable insights into our people, services, and partnerships.

Listening to Clients, Elevating Service

To stay in tune with client needs, Thomas & Company created the Assessment of Service Quality (ASQ) program—a structured, proactive way to gather real-time insights. Through regular ASQ discussions, clients share honest feedback, ensuring a continuous loop between client needs and company services.

These conversations capture what works and reveal creative opportunities for innovative new approaches. Clients value having a forum to share experiences and ideas, knowing their input drives change across the organization.

Shaping Our Next Generation of Technology

Feedback sparks action at Thomas & Company. From its inception, SHIELD, our business hub, was designed based on client feedback. As we continue to add to and enhance SHIELD, we use our ongoing client conversations to identify ways to improve our services and technology. This ongoing conversation loop gives us key insights that guide both current value and future innovation.

Guided by this feedback, we are re-engineering SHIELD so that it not only centralizes unemployment claims, tax analysis, benefit management, and compliance for employers but also unifies our verification and tax credit platforms. SHIELD evolves with our clients, growing through automation, better data visibility, customizable, role-based dashboards, and human-backed intelligence that simplify processes and improve decisions.

Exceptional Service Metrics: Setting the Standard

Our feedback process not only sparks innovation but helps measure how well we meet client expectations. Our satisfaction scores consistently exceed the industry standard of 75%, reflecting our commitment to exceptional service and client value.

These scores aren’t just numbers. They are a testament to our proactive approach, attention to detail, and drive to turn feedback into action. Thomas & Company delivers outstanding service and strong, reliable partnerships.

Turning Feedback into Results

Do you feel heard by your current vendor? Every interaction is a chance for us to listen, learn, and adapt to keep our solutions relevant and effective.

Does your vendor collect feedback and act on it? Are you frustrated by inaction? We build real partnerships and collaborate continuously to deliver exceptional results now and lay the groundwork for future innovation.

Want to Discover First-Hand How You Can Be a Catalyst for Change?

Book your Free SHIELD Demo or contact your Account Manager today to experience how Thomas & Company listens, responds, and transforms client feedback into smarter solutions, ongoing innovation, and long-term value that strengthens your organization.