In the ever-evolving world of staffing and recruiting, where finding the perfect fit for your organization can often feel like searching for a needle in a haystack, client feedback is invaluable. At TPD, we understand the significance of this feedback and its role in shaping our journey toward excellence. Today, we'd like to take a moment to share the results of our most recent client satisfaction survey to offer a transparent glimpse into our commitment to improving our service based on your valuable input. This blog covers 3 key areas from our annual client satisfaction survey:
- Net Promoter Score (NPS)
- KPI Review: Communication, Speed of Delivery, and Quality of Talent
- What Makes TPD Unique
Understanding the NPS
First, let's break down the Net Promoter Score (NPS). The NPS is a widely recognized metric used to measure customer loyalty and satisfaction.
It is derived from the simple question: "On a scale of 0 to 10, how likely are you to recommend our services to a friend or colleague?" Respondents are categorized into three groups based on their scores:
- Promoters (9-10): These are your enthusiastic supporters who are highly satisfied with your service and are likely to recommend it to others.
- Passives (7-8): These clients are satisfied but not particularly enthusiastic. They are less likely to actively promote your services but are also not likely to speak negatively about them.
- Detractors (0-6): Detractors are clients who are not satisfied with your service and may even actively discourage others from using it.
To calculate the NPS, you subtract the percentage of Detractors from the percentage of Promoters. The resulting score can range from -100 to +100.
The Staffing industry's average NPS is 36% according to Clearly Rated. We’re incredibly proud that our NPS score stands at an impressive 73%, a significant increase from the 38% we received last year. Thank you to all the TPD’ers who delight our client partners everyday to make this possible
KPI Review: Communication, Speed of Delivery & Quality of Talent
As a staffing and recruitment provider dedicated to delivering value (Value Creation is one of our guiding principles), we ask our clients to set goals for our partnership when we start working with them. The most commonly selected goals center around the speed of delivery, quality of talent, and communication between TPD’s recruitment team and our clients. We turn these goals into KPIs that we measure and regularly report upon. Arguably, these three goals are what separates a great recruiting partner from the rest of the crowd. For this reason, we’re so happy to report what our client partners have to say about how we measure up in the areas of communication, speed of delivery, and quality of talent.
What Makes TPD Unique
We know that when it comes to choosing a staffing and recruitment partner, there are many options. For this reason, we are incredibly grateful to our client partners who choose TPD year after year. To find out why they keep coming back, we ask “What do you like about working with TPD compared to other workforce providers?”. Check out these direct quotes:
Why Your Feedback Matters
At TPD, one of our four core values is "Insight." We live and breathe this value by actively listening to our client partners and transforming their feedback into tangible actions. Transparency is the cornerstone of our partnership approach, and we're committed to openly sharing insights for mutual growth. As part of our dedication to transparency, we want to shed light on the feedback we receive and, more importantly, how we put it into meaningful action.
- Teamwide Engagement: Once we collect survey results, we dive into action. We engage everyone across our organization, from leadership to the front lines. This all-inclusive approach ensures that every level is actively involved in the process.
- Innovation Workshops: We conduct workshops specifically designed to incorporate your feedback into our proven process. These sessions are where we source fresh ideas for meaningful enhancements.
- Recognition and Empowerment: Outstanding team members who excel in serving you are celebrated and empowered to share their expertise, driving a culture of excellence from the front lines.
A Grateful Thank You
We want to express our heartfelt gratitude to all our clients who participated this year. Your input is invaluable and inspires our drive for continuous improvement. We encourage all our clients to continue providing feedback in the future, as every piece of feedback, be it good, bad, or less-than-perfect, fuels our journey towards betterment.
In closing, at TPD, we are your dedicated partners in staffing and recruiting. We promise to keep listening, improving, and delivering experiences that truly matter because your success is our success. Thank you for choosing TPD, where we're big enough to make an impact and small enough to genuinely care about your satisfaction.
Check out our Case Studies for a deeper dive into how we’ve helped our client partners overcome recruitment challenges and delivered exceptional results.