A tool that we have found to be useful, as a staffing agency that works with hundreds of associates every day, is Net Promoter Score (NPS).
An NPS is a single question survey that typically asks you to rate how likely you are to recommend a business to a friend or colleague, using a scale of 1-10.
As simple as it is, this tool is a great and cost-effective way to measure your areas for improvement and is a good indicator of what the success of your business will be, in the coming months and onward.
At Award Staffing, we survey our associates, as this is a standard practice in the staffing industry. Businesses that work solely with clients and customers will survey their partners to determine the likelihood of working together again.
If your company has yet to integrate an NPS, here are some of the reasons we highly recommend it.
1. Gives you an idea of where you can improve
Although a Net Promoter Score is only one question, it’s important to send follow-up questions depending on the results. If you notice a trend of receiving a less-than-satisfactory score, you’ll want to find out why. This way, you will know what areas you excel at and which processes have room for improvement. In any business, market research is essential to grow; implementing an NPS is a great starting point.
2. It allows you to gauge where you are in regards to your competitors
Everyone wants to be the best and most well-known in their industry. The companies that earn that reputation are the ones who are regularly looking to improve themselves, especially in the eyes of their target market. An NPS is a way to get inside the minds of your clients without asking too much out of them or having to put aside a large budget to do so.
3. It looks at the overall picture
A lot of other marketing tactics have a focus on one campaign, one interaction, or one area of a business. Since an NPS survey determines whether or not a company would recommend you, it tells you what you overall partnership looks like; be it between a company and their contingent workers or a company and their clients. In the case that you are receiving good overall feedback, your sales team can leverage it as a marketing tool to bring in more business.
4. Demonstrates Care
If a person or corporation has been partnering with you for a while, it can be easy to assume that everything between you is going well. However, if you want to ensure you keep your partnerships, you want to make the intentional effort to get feedback. By sending out NPS surveys, it shows your clients and/or associates that you do care about their needs and are open to feedback about where your company can do better. As many companies don’t bother checking in enough (aside from the occasional email), it will make you and your company stand out.
If your company is in need of employees, we at Award are here to support you. Contact us with your staffing needs here.