Net Promoter® Score (NPS) Explained
Author: Blake Babcock
Net Promoter® Score (NPS) Explained
What is an NPS Score?
“Net Promoter® Score (NPS) is a client satisfaction and service quality metric based on a single survey question that asks staffing clients how likely they are to recommend your firm to a friend or colleague. Clients respond using a numeric scale of 0-10, ten being extremely likely and zero being not likely at all.
NPS is calculated by subtracting the % of detractors (those who respond with a 6 or lower) from the % of promoters (those who respond with 9 or 10). Click here for a more detailed look at the NPS methodology.
NPS is unique because it offers standardized measurement and reporting on client satisfaction and service quality that can be applied across the staffing industry as a whole, at the brand-level, within lines of business, and even by account manager or recruiter.”
*Reference – https://www.clearlyrated.com/
Our Scores
We began sending the survey out in May to our active clients. Once a client gets the survey they will receive the survey every 90 days.
Total responses to date: 50
Promoters: 78%
Passive: 14%
Detractors: 8%
NPS Score: 70% (Promoter % – Detractor %)
Is 70% Any Good?
Referencing the article mentioned above, “Staffing firm NPS is a target topic for ClearlyRated & CareerBuilder’s annual Staffing Advantage Report, and in 2022 staffing clients reported an NPS score of 31% (our sample focused on staffing providers in the U.S. and Canada).”
While we are well above the national average for staffing firms we have implemented processes to connect with the clients (regardless of their positive or negative score) to get more feedback on what’s working and what’s not working, living one of our fundamentals “be relentless about self improvement.”
What are the “Promoter” clients saying about SSE?
“We have added some great contractors to our team through Staffing Solutions in the last year who have the right skills and expertise for what we need. Celia and team are very responsive and easy to work with.”
“Quick response, great customer service. Blake and Ann easy to talk to, friendly and informative.”
“Very dependable, professional and attune to what we are type of employees we need.”
Open roles weighing you down?
Let us show you first hand how we’ve earned such a positive NPS
So why are we sharing this with you today? Well, for starters, this is our humble brag about our intentionality in providing a WOW experience. We recognize that not every business offers excellent customer service, and we are proud to share that we do. Secondly, this is meant to make you think about how you are gathering feedback from your customers. Whether you use NPS or another method, it’s important to check in and see where you stack up against your goals and even other businesses.