Feedback in action

Feedback in action

By PEXA • May 2019

Have you ever wondered what becomes of your feedback on the PEXA platform? Does it just disappear into the abyss or does someone read it… or even better, is it actioned?

PEXA has more than 250 employees and we all have the network’s feedback in our hands. All feedback streams through an app on our phones, giving us direct access and the ability to action feedback ASAP, if required.

In one instance, a PEXA member shared their frustrations at 6:03pm about finding training material: “It’s incredibly hard to find accurate training material from PEXA rather than just a Q&A. These should be separated out”.

By 11:24am the following day, six PEXA employees had viewed this piece of feedback, including our Chief Financial Services Officer, and more importantly, it had been actioned. One of our PEXA Direct Specialists called the member directly and shared the outcome with the team: “Booked in additional training related to getting up to speed with PEXA next week. He was satisfied with the response.

When members provide feedback with recommendations for potential platform enhancements, it is consolidated, analysed and prioritised by our teams. Recently, on 9 April 2019, PEXA released an update that allows the platform to detect any changes made to a Transfer document while in edit mode. If you save your signed Transfer document without making any changes, the document will remain signed.

Previously, by clicking edit and saving it again all signatures would become unsigned, meaning all parties would have to re-sign. Thanks to feedback from your network, this is no longer the case.

New PEXA functionality, like PEXA Plus, is another great representation of member feedback in action. Pivotal to its evolution, the following widgets were added:

  • New Summary Disbursements Widget for Marketplace orders;
  • New Invitations Pending Acceptance Widget;
  • New Day of Settlement Widget; and much more.

Sometimes, it can take longer for certain suggestions and feedback to be actioned due to the length of time it takes to build and test a solution. For example, we received important feedback from the network about the input of pay-out figures into Workspaces.

‘Most banks are not signing off on the workspace for it to turn over into a ready status until right on the scheduled settlement time. This results in settlement rolling over to the next time slot and it is becoming difficult with clients waiting to move in.”

PEXA is developing several solutions over the coming months to help financial institutions manage their volume of settlements and continue to improve their processes.

Currently in pilot, PEXA Planner provides PEXA’s financial institution members with an adjustable and comprehensive view of upcoming tasks and settlements. This allows financial institutions to prioritise tasks in order of urgency e.g. day of settlement tasks are pushed to the top.

As you can see, your feedback counts and if you’d like to share your thoughts directly with PEXA, simply login to your account and click the blue feedback button.


By Angella Chick, Executive Manager, Practitioner Services WA

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