In October 2024, PAAB conducted a detailed Client Survey — a key initiative designed to gather meaningful feedback from our clients and help shape the way we work with you. You can find the complete Customers Insight Report below.

While our Customer Experience Index (CEI) survey captures specific feedback on individual submissions, this broader survey looks at the overall client experience with PAAB throughout the year. It’s a chance to zoom out and better understand what’s working, what’s not, and where we can evolve to better support you.

This year, we expanded the survey to include questions around awareness of recent updates to guidances and the PAAB Code. Depending on level of familiarity, respondents saw tailored follow-up questions. This approach helped us gather deeper insights into how well these changes are being received, and where we might need to better support or communicate them.

Your voice truly matters. These survey results directly inform improvements in our processes, training, communications, and more — all with the goal of making your experience with PAAB smoother, clearer, and more valuable. Thank you to everyone who participated. Your input helps move the needle in meaningful ways.