Giving the service you deserve.09 May, 20163 Minutes
Ensuring our candidates and clients receive exceptional service every time is something that...
Ensuring our candidates and clients receive exceptional service every time is something that we are passionate about. In order to make sure we are delivering on this we monitor our service through customer feedback surveys and report back to the company on our findings each quarter. One way in which we measure our progress is through the Net Promoter Score (NPS) index; a nationally recoginsed scale ranging from -100 to 100 that measures the willingness of customers to recommend a company's services to others. Below 0 is considered poor, 0-49 is good, and 50+ is excellent; using this scale helps us monitor our performance in a transparent and consistent format.
We are delighted to see that we have achieved a fantastic set of results this quarter, with our NPS scores being the best they have have ever been with both our clients and candidates! Our clients have commented on our professional level of service, our great communication and our responsiveness to orders and issues, giving us an NPS of 50!
Our candidates gave us our highest ever score of 62, and make it very clear that they are happy and engaged in their work for us. They commented positively on the quality and relevance of work we are finding for our workers and a special mention was made almost across the board for our payroll services. We have seen lots of change in the way we pay our temps and it is clear that we have handled this change well in the view of our workers.
We are very pleased with these results, but are determined to continue to climb the NPS scale. Any improvements suggested in the feedback surveys have been taken on board, and we hope next quarter to report on even better results!
If you do ever want to speak to us to about the service you received, good or bad, please do not hesitate to contact us.