NES Global Talent recognises the importance of customer feedback to provide insight into both positive and negative perceptions of our services. In line with our core value of ‘Customer Focus’, we ask our customers for feedback on a continual basis, focused on the Net Promoter Score® (NPS®) model.
An NPS® measures the loyalty of a company’s customer relationships. It is calculated by asking respondents the likelihood of recommending the company’s services to a colleague or friend on a scale of 1 to 10. Respondents are classified into three groups: Promoters (9 – 10), Passives (7-8), and Detractors (scoring 0 – 6).
By using the NPS® score, NES Global Talent are able to identify customer relationship strengths and immediately address any areas of improvement by promptly following up with feedback. NES have an internal review mechanism in place, which ensures positive feedback is built upon and any concerns are addressed. The results are also used to help improve our general processes and systems, as demonstrated by our EN ISO 9001:2008 certification.
You can find a summary of our most recently reviewed results below:
NES scored an NPS® score of +43 in our recently placed candidate survey against an industry average of just +21.
Our top three areas of satisfaction were:
- Keeping in touch with candidates (90% overall satisfaction)
- Supporting negotiation of salary/benefits with clients (89% overall satisfaction)
- Knowledge and understanding (88% overall satisfaction)
In our most recent quarterly report, NES achieved an average NPS® score of +35 from clients we work with, far exceeding the industry benchmark (+4).
Our overall NPS® score (candidates and clients) had increased by an average of 13% each month over a 6 month period, demonstrating that we don't just look to collect feedback, but we act on it and continuously focus on how we can improve our services.
Page reviewed: September 2016
Industry benchmarks: click here.