Another quarter means another EdgeLink Loyalty Index!

The latest results for our quarterly ELI customer and candidate survey are in. We’re thrilled to be named to the Best of Staffing Talent list. To learn more about the award, read our press release here.

At EdgeLink, we are not satisfied unless our customers and candidates are satisfied. In order to find out how we are doing and to gain ideas for improving our technology staffing and recruitment services for our clients and candidates, we are commited to a quarterly customer service survey that we call “ELI” (EdgeLink Loyalty Index). This survey enlightens us to our customers’ and candidates’ opinions; and compares us to other staffing firms throughout the country.

ELI is an online survey tool that allows our clients and candidates to give us confidential, candid feedback on our service, staff, and overall experience with EdgeLink.

Managed through the Inavero Institute for Service Research, feedback is collected using Net Promoter Survey®, safely stored and tabulated into actionable reports on our clients' and candidates' satisfaction with comparison benchmarks. Truth be told; ELi has become the foundation for EdgeLink's continual improvement and customer satisfaction.

We invite you to take a look at our 4th Quarter 2012 results by clicking on the following links:

What do our candidates have to say?

We ask our candidates three questions: On a scale from 0 - 10, how likely are you to recommend EdgeLink to a friend or colleague?  What is the primary reason for the rating you provided? What is the one thing we could differently to increase the value of our services to you? Here is how our candidates responded:   A look at a few candidate comments: " I believe the person I spoke to cared about my intentions and believes in the value of EdgeLink." " The Recruiter at EdgeLink was the best recruiter I have ever worked with. It seemed like she actually went out of her way to help me get the job." " The recruiter I worked with was awesome. I have dealt with many recruiters from various companies, but he was the best. The reason is, he helped me prepare for the interviews before and he called back after the interviews and gave encouragements when I was feeling really bad for not doing well in the interviews. No other recruiters did that.” ANALYSIS EdgeLink won the Best of Staffing Talent award which ranks us in the top 1% of all staffing companies when it comes to candidate satisfaction. Our net promoter score of 57.9% is nearly double that of the average (50%) staffing company. We’re proud of our results, but we’re not stopping here. We’re always looking to find new ways to positively impact the lives of our candidates and employees.

 

What do our clients have to say?

Every quarter, we ask the same three questions to our clients: On a scale from 0 - 10, how likely are you to recommend EdgeLink to a friend or colleague?  What is the primary reason behind the rating you provided?  What is the one thing we could differently to increase the value of our services to you? Here is how our clients responded: A look at a few client comments: “Responsive, able to find talent in short supply” “Our account rep did an excellent job keeping in touch and adding a personal approach." “EdgeLink always provide good candidates, and they’re not too salesy.” ANALYSIS While our NPS Client score of 48.8% is nearly triple that of the industry average (17%), we missed the Best of Staffing Client award this year. We’ve heard the feedback and we are always working hard to better serve our clients’ needs.

	Drum Roll please...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 64%. 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