Embracing Transparency & Setting Standards
At Understanding Recruitment, we’re aware of the general stigma that recruitment agencies tend to have and that’s why we wanted to be fully transparent in regards to what we do and what the people we work with think about us and our services.
We've just recently updated our Net Promoter Score (NPS) based on our Client & Candidate feedback survey answers. Our score has seen in increase from 75 to 77 out of 100, whilst the recruitment industry standard remains at around 15.
NPS is an internationally recognised loyalty metric used to measure customer satisfaction, with more than two thirds of Fortune 1000 companies using the system. Whilst the majority of other recruitment agencies struggle to stay above the industry standard, our score increase is testament to our dedicated focus on continual improvement.
In 2014 we were awarded ‘Innovator of the year’ at the APSCo Awards for excellence. The award was for our customer service as a whole, but a big part of it was down to the way we decided to embrace transparency and use the results to improve any areas within our ‘Customer Experience Strategy’ that required changes. As we strive to continually improve our customer’s satisfaction, throughout the stages of the recruitment process, this feedback is always going to be crucial to us.
APSCo said: “This recognition is for the most innovative or pioneering idea over the past 12 months. Using a well-established system for measuring customer satisfaction, this organisation has taken an innovative approach which is completely embedded into every aspect of the business. By being open and transparent about their results they are driving up standards as others will be pushed to follow suit”.
At the time, we were one of the first recruitment agencies to be publicly open about our NPS by not only displaying our results on our website, but also making our four customer service feedback surveys open for anyone to fill out and submit back to us.
Our four surveys include; Client Satisfaction, Candidate Satisfaction, Internal Recruitment Satisfaction and a Quick Customer Survey.
Whether you've been working with Corporate Solutions, Java, .NET, Mobile & Web, DevOps & Cloud, Contracts or our Not-For-Profit team, you will be kindly asked to complete a short online survey. This survey helps us to pinpoint services that are working well or that need improvement. The NPS formula helps us understand ‘how likely you are to recommend our services’. We firmly believe if you’re willing to recommend us, that you’re happy with our services.
As well as our NPS surveys, we have our Glassdoor account which allows current and former employees to leave anonymous reviews of our company and our management. Glassdoor rewarded us with 'OpenCompany' status for again, embracing transparency. Our current rating is 4.9 stars out of 5 with a 100% approval of our directors.