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NES Global Talent recognise 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.
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 0 to 10.
How NPS works is demonstrated in the graphic below.
By using NPS , NES Global Talent are able to identify customer relationship strengths and the opportunities available to us to allow continual improvement. NES have an internal review mechanism in place, which ensures positive feedback is built upon and any concerns are promptly followed up and addressed. The results are also used to help improve our general processes and systems, as demonstrated by our EN ISO 9001 certification.
Our overall NPS score (candidates, contractors and clients) for the last 12 month period reflects NPS score +37 and continues to increase each year 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 and our customers experiences.
Industry benchmarks: click here.