From the Publisher
Inavero’s vision is to provide meaningful feedback and resources to staffing firms based on research to
dramatically improve the level of satisfaction for those who work for or with staffing firms. Three years ago,
Inavero launched its first client satisfaction study exclusively for the staffing industry. The evolution of this study
and the positive, comprehensive impact it has had on the client experience is the ultimate inspiration for the
Best of Staffing™ competition and award.
There are thousands of unique staffing firms in the U.S. Differentiating between the industry’s leaders and its
laggards can be a daunting task. The Best of Staffing award for client satisfaction provides an independent, 3rd
party validation recognizing staffing firms that have truly proven satisfaction levels far beyond industry norms.
More than 2.5 million Americans are put to work daily with the help of staffing and recruiting firms, according to
research provided by the American Staffing Association. The $86 billion staffing industry is a fundamental
component of overall U.S. employment. It’s imperative we hold the staffing industry to the highest performance
standards and recognize those firms who are distinguished.
The survey process - Inavero delivered web links to more than 60,000 staffing industry clients who were asked
to complete a short, three-question survey about their experiences with their staffing firm. Nearly 17,000
responses were analyzed utilizing the Net Promoter Score® methodology made famous by client loyalty
author and former Bain consultant, Fred Reicheld. A single question, “how likely is it that you would recommend
this firm to a friend or colleague?” is at the core of this methodology.
The result – The 2010 Best of Staffing list representing 47 staffing brands that you can trust to deliver
extraordinary client service. These firms scored significantly higher than the industry average. Nearly 75% of
clients who use firms that are listed on the 2010 Best of Staffing list rate their willingness to recommend that
firm a 9 or 10 out of 10. This is truly remarkable compared to the overall industry benchmark of 55%.
Additionally, Best of Staffing winners achieved a 69% Net Promoter Score (NPS), compared to the NPS
benchmark of 41% for staffing industry.
Finally, I would like to thank our presenting sponsor, CareerBuilder, for their support, guidance and industry
leadership. Our partnership has strengthened Best of Staffing and widened its scope tremendously.
CareerBuilder’s dedication to the staffing and recruiting industry is reinforced in the assistance they provide to
their clients, partners and communities on a daily basis.
It is my sincere hope that you will find the Best of Staffing list to be a useful guide and indicator of high-quality
client service for the staffing and recruiting industry. My team and I look forward to continuing our work to help
the industry grow through measurement and improvement of the client and job candidate experience.
Eric A. Gregg, MBA
Founder, Inavero Institute
¹Net Promoter Score is calculated as: % Promoters (9 or 10 on a 10 point scale)- % Detractors (0-6 on a 10 point scale)
higher. Most staffing firms report a focus on
long-term partnerships with clients, but the
Whenever I call, I receive celebrity Best of Staffing award winners for client
service; no matter how small the request. satisfaction live it on a daily basis. As a client,
The responsiveness and professionalism you should expect nothing less.
of their firm is without rival in this industry. Staffing firms and their clients have a vested
Regional Law Firm interest in building relationships that result in
mutual success. Loyalty is a two-way street,
Nearly 17,000 clients of staffing and recruiting and staffing firms have to prove that they are
firms have spoken. Anyone involved with the in it for the long haul. Pointing out what may
staffing and recruiting industry can learn from not be in their immediate best interests, or
what has been said. The firms who made the walking away from an assignment that can be
2010 Best of Staffing list stand head and better filled through a different firm are two of
shoulders above the rest of the industry. This many ways that staffing firms can
distinction is evident in the scores they demonstration putting themselves on the line
received from their clients. The trends to best service your account.
identified among the firms on this list provide
invaluable information in creating successful For clients, a healthy partnership comes by
staffing and recruiting partnerships. giving staffing and recruiting firms the
framework and access they need to succeed.
The 2010 Best of Staffing firms have Allowing (and perhaps even requiring) on-site
committed to providing their clients with five visits and interviews with your key account
best practices. Based on the thousands of manager at your staffing firm is a great way to
comments and suggestions provided by build mutual understanding. Partners know
clients, countless opportunities have been and trust each other – you can’t have one
identified, but here are the five lessons that without the other.
[The reasons we rate the firm so highly is]
Lesson 1: Expect immediate and honest their ability to be a true business partners
communication not just a supplier of people.
Nobody should expect their staffing firm to get
it right 100% of the time. But, forthrightness in
every occasion that affects your organization
should be expected. Best of Staffing award
Lesson 3: Empower strategic solutions
from staffing firms, not just order-filling
winners consistently instill the importance of
candor in their staff. This openness ultimately
No staffing firm, in fact no professional service
helps improve client satisfaction and retention.
firm anywhere wants to be seen as a
commodity in the eyes of their clients. It is a
It is important to staffing firms that you view
constant challenge to avoid such a fate.
them as a trusted advisor and resource. Trust
is often earned during the difficult times.
The Best of Staffing award winners bring more
Anyone can be trustworthy when things are
to the table than just sourcing and placing
going well, but you should be able to count on
talent. List makers bring unique knowledge of
experiencing the same level of trust and
their clients’ industry, job placements, and the
openness when things go wrong.
organization in which they are placed. You
deserve this level of expertise, and staffing
firms deserve the opportunity to put their
Lesson 2: Expect and retain a staffing breadth of understanding to use in a way that
and recruiting partner (not a vendor)
benefits your organization. Demand and
empower strategic solutions to your
Staffing industry research conducted by
organization’s staffing needs. Select firms who
Inavero, has shown that a client who views
can bring the creative ideas and expertise that
their staffing or recruiting firm as a strategic
create a competitive advantage for you in the
partner will rate their overall satisfaction
talent you utilize.