We recognise the importance of customer feedback to provide insight into both positive and negative perceptions of our services and, in line with our core value ‘Customer Focus’, we ask our customers for feedback on a regular basis. Based on the Net Promoter Score® (NPS®) model, our surveys are designed to identify risk and opportunity associated with our services and the customer experience.
NPS® measures the loyalty of a company’s customer relationships. It is calculated by asking respondents the likelihood of recommending the company’s services (or product) to a colleague or friend, using a scale of 0 to 10.
How NPS® works is demonstrated in the graphic below:
The customer satisfaction (CSAT) element of our survey measures how satisfied customers are with our core services, assignment support services and engagement.
The combined NPS and CSAT customer feedback enables us to identify customer relationship strengths and the opportunities available for us to seek improvements. We have an internal review mechanism in place to build upon positive feedback and concerns are promptly followed up and addressed. The results are also used to help improve our general processes and systems, as demonstrated by our ISO9001 certification.
Our overall NPS® score, as awarded by placed candidates, active contractors and client contacts, for the 12 month period ending October 2023, reflects NPS Score +53 and continues to exceed our internal targets and external industry benchmarks; demonstrating that we don't just look to collect feedback, but we act on it and give attention to improving our services, our support and the overall customer experience.