The standard
The Evolutia standard. What you can hold us to.
Ten promises, each with a number against it. Four guarantees, with what they exclude. Written into your engagement letter, measured every month, and shown to you.
Most firms in this market describe their service well. Few publish a standard for it, and fewer measure themselves against one. The ten things below are what our clients told us matter more than execution: speed with substance, a senior person who knows the account, being told before rather than after, and an explanation with everything. Each one has an owner here and a number. A miss is an incident with a root cause, not an anecdote.
What you can hold us to.
The promise, as it is written in the letter, and how we measure it.
| The promise | How we measure it |
|---|---|
| Speed with substance. Every message from a named contact is acknowledged within one working day and answered in full within two, or with a date by which it will be. | Time stamps on every inbound message and on the advisor’s reply. Target: 95% acknowledged within one working day; 100% answered within two. |
| A senior who knows you. A named advisor runs the account, and a second person has worked on it this quarter. Cover is named in writing before any absence. | Time entries by person per account over a rolling 90 days; absence notices logged. Target: second person active every 90 days; every absence covered in writing. |
| Proactive, not reactive. We ask for payroll data and documents before you remember. We tell you about a threshold, a deadline or a law change before it lands. | Reminder dates against the dates you send; alerts dated against publication; threshold warnings dated against the crossing. Target: reminders out on day 1 and day 4; alerts within 10 working days of publication; thresholds flagged 90 days ahead. |
| Explanation. Nothing reaches you unexplained. Every filing for sign-off, every notice and every fee change carries what it is, why, what it costs and what happens if you do nothing. | Four-eyes sign-off: the advisor approves every client-facing deliverable, checked against the template. Target: 100% signed off; zero unexplained items in the monthly sample. |
| Nothing slips. Every obligation in your calendar is filed before its legal deadline. Your official mailboxes are checked every working day. Your certificate is reissued before it expires. | Filings against statutory dates; a daily mailbox log per account; a certificate expiry diary. Target: 100% on time; 100% of working days logged; reissue at least 30 days early. |
| Your pages, on the date. The employment report, the monthly brief and the HQ pack by the 12th, or by your group’s close date. The quarterly review within 30 days of quarter end. | Delivery date against target, per account. Target: 95% on the date. |
| Your people, on the date. Payslips on the agreed date. A new hire registered before day one when the data arrives two working days ahead. Variations by the 20th are in that month’s payroll. | The payroll delivery log; registration dates against start dates. Target: 100%. |
| Your money, in sight. Where we keep the books, a bank line without a document is queried the next working day, and nothing stays unreconciled for more than 15 days. | Reconciliation ageing at close. Target: zero items over 15 days. |
| No surprises. No invoice line outside the fee without a quote you accepted first. Fee changes with 30 days’ written notice naming the driver. | A monthly audit of every billable item against its accepted quote, before the direct debit runs. Target: zero unquoted lines. |
| Starting and leaving. Live within five working days of signature, mandate and complete documents, with your obligations map at activation. Your data, books and access back within 15 days of leaving. | Activation dates; exit delivery dates. Target: 100%. |
Four guarantees, and what they exclude.
Each one is in your engagement letter. We guarantee only what we control.
If anything is filed late through our fault, we pay the surcharge and the penalty, and you receive a root cause signed by the managing partner within five working days. We guarantee only what we control: never the bank, the tax authority or the Registry, and never late or wrong information from your side.
Nothing chargeable is done before it is quoted in writing and accepted. If you decline, we tell you what happens if the work isn’t done, and that is the end of it. Work we did without a quote is ours to absorb. One correction round is inside every deliverable.
Your data, your books and your access back within 15 days, in standard formats, whatever the reason and whatever is owed. If we miss the 15 days, the close-out work beyond the standard export is on us.
For a Spain Landing: operational in 90 days, with a date against every step, or the setup isn’t charged. For an EOR exit: not one employee uncovered for a single day, or the migration isn’t charged. In both, what we forfeit is the project fee.
Two questions we ask every quarter.
At every quarterly review, the same two questions, in the same order: Is there anything we promised that didn’t happen? and Would you recommend us, from 0 to 10? The first answer that isn’t no opens an incident, with a root cause and a date.
Once a year, we check ourselves.
Every January we run on our own work the same review we sell to a company that switches to us: filings, notices, the collective agreement, the obligations map, reporting, responsiveness and key-person risk, scored and written down. You get the result for your account, whatever it says.
One page in your portal, every month.
Filings on time. Reply time. Pages delivered on the date. Items waiting on your side. Four numbers for your account, updated monthly in Evolutia ONE, so that “it’s handled” is something you can look at rather than something you’re told.
Not same day. Not seven days a week. One working day, every working day, including August.
If this is the standard you want.
Tell us what you’re doing in Spain. You’ll get an honest answer, including when it’s that we’re not the right fit.