EdgeLink Earns Inavero’s 2009 Platinum Service Excellence Award

Award recognizes firm for outstanding client satisfaction, loyalty

Portland, OR (June 1, 2009)—EdgeLink, a boutique technology staffing firm, announced today it received the 2009 Platinum Service Excellence Award for outstanding client satisfaction and loyalty from the Inavero Institute for Service Research. Inavero is an independent, third party research firm that specializes in client and employee feedback for the staffing industry.

Inavero offers the staffing industry's only validated industry benchmark. Five hundred participating firms completed a rigorous client feedback process including client surveys. Those firms whose clients rated their "willingness to recommend" the company higher than the industry benchmark received a "Gold Service Excellence Award," and a select few that beat the industry by more than 25 percent received the highest honor; the "Platinum Service Excellence Award." EdgeLink is one of fewer than 10 percent of staffing firms in the U.S. to achieve such recognition since the program started in 2007.

A survey of EdgeLink’s clients established a loyalty score based on two key questions:

1. How likely are you to recommend EdgeLink to a friend or colleague?
2. What is the primary reason for your answer?
   

EdgeLink’s overall loyalty score was 45.5 percent nearly double the 2009 industry average of 24 percent.

“This Platinum Service Excellence Award speaks volumes about our incredible team and the effort they put behind every client interaction. From continuously asking how we can actively partner with our clients to bettering the experience for them to formally gathering feedback, we have learned a great deal about what companies need from our firm. This is an honor,” said Jeff Miller, EdgeLink’s founder and managing director.

To hold its employees accountable in ensuring the company has more “promoters” than “detractors,” EdgeLink has created an internal culture around client satisfaction and loyalty, using the acronym ELi (EdgeLink Loyalty Index). Each quarter, all EdgeLink employees with a client touch point receive their own ELi score and the individual with the highest score is recognized. In addition, an ELi taskforce has also been established to generate and implement programs that will lead to more promoters of the company.

“Most companies understand the importance of surveying clients, but few use the feedback to make changes and improvements,” said Eric Gregg, managing partner at Inavero. “EdgeLink embedded this process in its culture. The company absorbs the information and feedback from the surveys and holds its employees accountable every day.”

About EdgeLink
EdgeLink is a Portland-based, technology staffing firm that recruits the area’s best mid-to-executive-level technology professionals on a contract, contract-to-hire and direct-hire basis. EdgeLink’s client companies include Digimarc, Sharp Laboratories, RuleSpace, Ensequence, Biamp Systems, RNA Networks. Since its inception in 2003, EdgeLink earned the 100 Best Companies to Work for in Oregon by Oregon Business Magazine three years in a row: 2009, 2008 and 2007. In addition, the Portland Business Journal named the company one of the Top 25 Technology providers in 2009, one of the Top 25 Staffing Firms in 2008, 2006 and 2005, and one of the Fastest Growing Private 100 in 2009 and 2007.

About Inavero™
The Inavero Institute™ is the leading provider of client satisfaction surveys for staffing companies. Through focused surveys and feedback systems, Inavero™ acts as the conduit for conversation between professional service firms and the clients and employees they serve. Founded on the principles of truth and information, Inavero™ analyzes feedback from more than 150,000 professional service firm clients and employees each year. Inavero's™ team has designed and managed feedback systems in more than 15 countries and five different languages. Its employee and client feedback systems protect more than $3.5 Billion in annual revenue in a variety of industries. The Inavero Institute’s "Client Recommended" service awards are the recognized standard for quality within professional service organizations. To learn more about Inavero, visit www.inavero.com.

 

 MEDIA CONTACT
Jeff Miller
jeff@edgelink.com
(503) 246-3989

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