At EdgeLink WE ARE NOT SATISFIED IF OUR CUSTOMERS ARE NOT SATISFIED

Customer Satisfaction Results

We seek customer feedback to gain new insights and ideas, as well as to find out how we're doing when it comes to customer service. Throughout the year, we conduct a customer service survey we call “ELI” (EdgeLink Loyalty Index). This gives us invaluable customer feedback and compares our customer satisfaction to other staffing firms throughout the country. Managed through the Inavero Institute for Service Research, feedback is collected independently using the Net Promoter Score®. The ELI is the foundation for EdgeLink's continual improvement and customer satisfaction and the reason we've been awarded Best of Staffing® for 6 consecutive years.

What do our candidates have to say?

We ask our candidates three questions:

  1. On a scale from 0 - 10, how likely are you to recommend EdgeLink to a friend or colleague?
  2. What is the primary reason for the rating you provided?
  3. What is the one thing we could differently to increase the value of our services to you?

Here is how our candidates responded:

Edgelink = 60.9%
Average = 33%

ANALYSIS:

EdgeLink won Best of Staffing Talent award for a 5th consecutive year and was awarded to an industry first-time designation of Diamond Club. With this, we are only 11 companies in North America to have reached this level of customer satisfaction in the industry. Our Net Promoter Score of 60.9% is nearly double that of the average (33%) staffing company. With average satisfaction scores almost double the industry average, the Best of Staffing® Talent winners lead the industry in providing an exceptional job candidate experience. Candidates who worked with EdgeLink rated their overall experience as either a 9 or a 10 out of 10, 73% of the time they were surveyed.

What do our clients have to say?

Every quarter, we ask the same three questions to our clients:

  1. On a scale from 0 - 10, how likely are you to recommend EdgeLink to a friend or colleague?
  2. What is the primary reason behind the rating you provided?
  3. What is the one thing we could differently to increase the value of our services to you?

Here is how our clients responded:

Edgelink61.4%
61.4%

Average8%
8%

ANALYSIS:

EdgeLink has been named to the 2015 Best of Staffing® Client List,. Fewer than 2% of all staffing agencies in North America earned the 2015 Best of Staffing® award for providing remarkable service quality to their clients. With EdgeLink’s client satisfaction ratings nearly quadruple the industry average, we truly stand out in our industry for exceeding client expectations.

How does EdgeLink compare overall?

In addition to specific client and candidate feedback, EdgeLink measures overall satisfaction by blending the two responses.

ANALYSIS:

EdgeLink's overall Net Promoter Score (NPS) -- overall satisfaction for this survey is 61%. And an impressive 70% of clients and candidates rated EdgeLink a 9 or 10.

What is EdgeLink going to do about it?

Putting our money where our mouth is, EdgeLink formed an ELi Task Force to evaluate survey results and put steps for continuous improvement into action. As a result of the survey, EdgeLink has implemented the following practices:

  • Career Resource Toolkit: 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, we 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.
  • Clear Communication Expectations: Our candidates expressed that they are happy with the time we take to get to know their interests and career goals in order to identify appropriate opportunities and set up interviews. However they would like to know what to expect in terms of communication from us after the interview. We now lay out clear communication expectations right up front, letting candidates know our protocol for working with them and what they can expect from us after the interview.
  • Concentrated Opportunity Identification: Our candidates express great satisfaction working with EdgeLink, however they wish there were more job opportunities. EdgeLink is working daily to improve in this area by identifying IT skill shortages, connecting with as many companies in the technology community as possible, and converting this research to opportunities to meet our clients' needs and provide additional opportunities for our candidates.

Get in on the action

Interested in participating in our next quarterly survey? Send us an e-mail and we will gladly add you to our list. For more information about survey results, please contact our Portland office at 503-246-3989 or our Denver office at 303-953-4374