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survey results
EdgeLink Aims to Please
At EdgeLink, we are not satisfied unless our customers are satisfied. In order to find out how we are doing and to gain ideas for improving our service for our clients and candidates, we are committed to a quartly customer service survey that we call “ELI” (EdgeLink Loyalty Index). This survey enlightens us to our customer's opinions and compares us to other staffing firms throughout the country.
What is ELI?
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 Q2 results by clicking on the following links:
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What do our clients think? |
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“[They have] good communication that made me feel like EdgeLink was really trying to understand my staffing needs and not just get candidates in front of me,” said Eric Evans, Digimarc
- 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:
“EdgeLink does a great job to understand the company, team culture and specific needs for an open position. They saved me a ton of time by bringing highly qualified candidates to the table for evaluation.”
“I have worked with EdgeLink for years and have not only been pleased with their performance and candidates, I like working with them all very much."
“My Account Rep did a great job of listening to my needs and doing a diligent job of pre-screening candidates, then presenting only those candidates who most closely matched my criteria.”
ANALYSIS
EdgeLink's Net Promoter Score (NPS)--overall client satisfaction for this survey is 75.9%. How does EdgeLink compare to other staffing firms in this category? Pretty well! The industry average was about 30% in Q4. The average rating from clients? On a scale of 1-10, EdgeLink scored 9.2, and the industry average score was 8.2.
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What do our candidates have to say? |
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"I have worked with Edgelink on a handful of occasions over the past 5 years. They have always been friendly, courteous, and seem to have my best interest at hand. They stand by me. Paychecks are always on time and accurate. And, they provide me with very competitive rates."
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:
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They have done a good job, and provided good feed-back as well as interview prep. They are friendly and interested."
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The people I've worked with at EdgeLink really do a good job trying to facilitate a match that works well for both the candidate and the hiring company. They are enjoyable to work with and technical enough to facilitate a real conversation about what type of position would be a good fit."
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I like the service EdgeLink provides. They go above and beyond my expectations.
ANALYSIS
EdgeLink's Net Promoter Score (NPS) -- overall candidate satisfaction for this survey is 62.2.1%. This score is significantly higher than the industry average of 28%. 68.9% of the respondents rated EdgeLink a 9 or 10, while the industry average for this rating is 50%.
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Drum Roll please...how does EdgeLink compare overall? |
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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.
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What is EdgeLink going to do about it? |
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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.
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Get in on the action |
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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. |
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