So, what does being the “Best in Staffing” mean? There were a number of factors that went into our interest in participating in this particular survey, the most important being the use of a 3rd party administrator to ensure the integrity of the data.
The second important factor was the requirement that the survey was sent to EVERY customer with whom we did business over a predetermined 6 month period. Not just the happy customers, ALL of them. No scrubbing of the list allowed. We opened ourselves up for feedback of all kinds including the good, the bad AND the ugly. You usually know what you are doing well but not necessarily what customers are not so excited about.
We also loved that the survey was EASY for our customers to complete. A few easy questions that got right to the point, with an opportunity to provide comments if they wanted to.
Finally, we love WHAT this survey actually measures. If you are familiar with Net Promoter Scores (NPS), you know that there is no room for “maybe” in this score. Either your customers would enthusiastically refer you to their friends or colleagues or they would not…Simple as that. The score is rated on an 11 point scale and only a 9 or 10 earns you with a “positive promoter” score. The rest are either passive or detractors. I like this because it forces the survey taker to commit. Sort of committing does not do you any good and telling you they would not refer you says a lot.
The average Net Promoter Score for the staffing industry is 8%. Not a great statistic. Anyone who has participated in an Indianapolis job search knows that working with a staffing company should make your search easier, not harder, but that is not always the case. At That’s Good HR, we were thrilled when we received our personal Net Promoter Score of over 81%! So what is it that our customers are so happy about?
Our customers who participated overwhelmingly stated that we consistently demonstrate the following attributes:
- We provide immediate and honest communication
- We strive to provide value beyond order filling
- We provide a flexible vendor relationship
- We make sure candidates fit our client’s organizational culture
- We provide exceptional account management
We feel pretty good about all of this and it seems our customers do too. It is important to take a critical look at the services you are providing on a regular basis to make sure that you are living up not only to your customer’s expectations, but your own. This survey also provided comments that offered constructive feedback on the things we could do better and we feel that is the most important part of the survey. The opportunity to improve our services based on real honest feedback is priceless. Now, THAT’S Good HR.