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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 +44 with active contractor responses equating to an NPS score of +25, both exceeding the industry average of +21.
Our top three areas of satisfaction were:
- Supporting negotiation of salary/benefits with clients (92% overall satisfaction)
- Keeping in Touch (88% overall satisfaction)
- Knowledge & Understanding of Requirements (87.5% overall satisfaction)
NES achieved an NPS® score of +35 from the client contacts we work with, far exceeding the industry benchmark (+4). Comments from clients referenced overall communications, quality of candidates and the overall relationship as what NES do particularly well.
Our overall NPS® score (candidates, contractors and clients) for the last quarter period reflects NPS score +41 and continues to increase each quarter against our targets, 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.
Industry benchmarks: click here.