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EdgeLink Pays Attention to What it Takes to Achieve Client and Candidate Satisfaction Quarterly survey recognizes firm for highest quarterly score for client and candidate satisfaction, loyalty Portland, OR (May 17, 2010)—EdgeLink, a boutique technology staffing firm, announced today that it achieved loyalty scores for both clients and candidates well above the industry average in their quarterly ELi (EdgeLink Loyalty index) survey to evaluate client and candidate satisfaction and loyalty. The survey is conducted 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. A survey of EdgeLink’s clients and candidates established a loyalty score based on two key questions:
Based on the responses, EdgeLink’s loyalty score for clients was 81.8 percent, which is more than double the industry average of 40.8 percent. EdgeLink’s average rating from clients was 9.2 on a scale from 0 – 10, compared to an industry average rating of 8.4. As far as candidates, EdgeLink’s loyalty score was 52.6 percent, which is well above the industry average of 22.2 percent. EdgeLink’s average rating from candidates was 8.5 on a scale of 0-10, compared to an industry average rating of 7.6. From an overall standpoint, EdgeLink scored a 54.7 percent, which is higher than the industry average and an increase for EdgeLink by more than three percentage points as compared to Q4 2009. “Part of our commitment as a company is to take these scores, review comments from clients and candidates, and make adjustments to increase the value of our services for each of these groups accordingly,” says Jeff Miller, Founder and Managing Director of EdgeLink. “We view this survey as an integral measure of how we’re performing in our clients’ and candidates’ eyes. We take it seriously and use it to improve our business and ultimately our service to our all of our customers. For example, as a result of the survey, we learned that while candidates enjoy working for us, if we didn’t have an opportunity for them right away or if a job wasn’t a good fit, they felt as though we couldn’t do anything for them. In response, our ELi Task Force put together a career resource kit that offers job interview tips, ideas for improving a resume and other helpful information so that each candidate walks away with something of value.” Each quarter EdgeLink appoints one internal employee as the “Torch Award” recipient, to the person who achieves the highest overall scores from their customers. Mark Schacter, Manager, Direct Hire Services, was awarded the Torch Award for achieving an overall loyalty score of 90 percent, with an overall average rating of 9.3 on a scale from 0 – 10. “Our company takes a lot of pride in the ELi survey and scores, so to be selected as the one who outpaced everyone this quarter is a great feeling. It reassures me that I’m on the right track and fulfilling our goal of making a positive impact with whomever we deal with. The results are also reassurance from our clients that those efforts are appreciated and do not go unnoticed.” Inavero offers the staffing industry's only validated industry benchmark. More than 1,000 participating firms and job candidates 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." In 2009, EdgeLink was one of fewer than 10 percent of staffing firms in the U.S. to achieve such recognition since the program started in 2007. EdgeLink was also earned a spot on Inavero’s inaugural 2010 Best of Staffing List, presented by CareerBuilder to recognize exceptional client service in the staffing industry. About EdgeLink |
