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Executive Summary
201 2                                  OF STAFFING             $0-$99.9M Annual Revenue                                 $1...
As the economy slowly continues its recovery, organizations will continue to rely on the staffingindustry to help them mai...
Client ExperienceThe market is strengthening and the staffing firms who will come out ahead have built a strong opera-tion...
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2012 Best of Staffing Client Executive Summary

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Best of Staffing is the nation’s only award that recognizes staffing firms that receive remarkable reviews from their clients and the people they help find jobs (employed talent). The Best of Staffing winner’s lists are a central place that businesses and talent come to find the best staffing firms to call when they are in need.

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Transcript of "2012 Best of Staffing Client Executive Summary"

  1. 1. Executive Summary
  2. 2. 201 2 OF STAFFING $0-$99.9M Annual Revenue $100M+ Annual RevenueABR Employment Services JFC Staffing Companies Advantage StaffingAddison Search JustinBradley Analysts International Corporation (AIC)Advanced Group Kavaliro Apex Systems, Inc.Advantage RN, LLC Kineticom CHG Healthcare Services, Inc.Allegiance Staffing Lofton Staffing CompHealthApollo Staffing, Inc. Monroe Staffing Services Weatherby HealthcareThe Armada Group National ProSource CoWorx Staffing ServicesASK Staffing, Inc. Novotus EmployBridgeThe Bagg Group Palo Alto Staffing Resource AccountingBelcan Staffing Solutions The Plus Group, Inc. ResourceMFGBolder Staffing, Inc. Prestige Staffing StaffingSolutionsBONNEY Staffing Center PrideStaff Express Employment ProfessionalsThe BOSS Group PrideStaff Financial HudsonThe Choice, Inc. Priority Personnel Kimco Staffing ServicesComrise Technology, Inc. Professional Staffing Group Labor FindersThe Delta Companies Proposal Development Consultants Mitchell Martin, Inc.Delta Flex Travelers Provisional Recruiting + Staffing NelsonDelta Locum Tenens PsychPros, Inc. Nesco ResourceDelta Physician Placement Reliance Staffing & Recruiting Randstad US, ProfessionalsEdgeLink The Reserves Network The Mergis Groupettain group Rx relief Randstad Finance & AccountingExcel Staffing Companies Smart Resources, Inc. Randstad Human ResourcesFrontline Source Group, Inc. SPARKS Randstad TechnologiesFutureStaff Staffing Advisors Roth StaffingGDH Consulting STAFFING FIRST Adams & Martin GroupGlenmont Group, Inc. Stephen James Associates LedgentHelpmates Financial Staffing SUPERIORHIRE Ultimate Staffing ServicesHelpmates Staffing Services Temporary Resources, Inc. SNI CompaniesHigh Profile Staffing TempStaff SOS Staffing Services, Inc.Hire Dynamics TERRA Staffing Group StaffmarkHiring Partners, Inc. Thats Good HR, Inc. TEKsystemsHuxley Associates TopSource TRC Staffing Services, Inc.Ideal Marine Staffing Solutions USA Drivers, Inc. ZeroChaosInfinity Consulting Solutions Victory Marketing AgencyInstant Technology Wood Personnel ServicesInsurance Relief The York Companies, Inc.Awarding Exceptional Client Service in Staffing
  3. 3. As the economy slowly continues its recovery, organizations will continue to rely on the staffingindustry to help them maintain the flexible and skilled workforce they need to meet ever-shiftingdemands. The number of temporary job placements in January increased by 7% compared to the sameperiod in 20111, and cautiously optimistic economic projections continue to point toward opportu-nity for exceptional staffing and recruiting firms. The industry will likely continue to see demand fromtheir clients, though with growth expected to remain slow, only top firms will continue to outpace theindustry. In the next 3 to 5 years clients will expect their staffing partners to not only continue deliver-ing top talent quickly, but also provide recruiting expertise during this time of change.The Best of Staffing™ Program The CriteriaInavero’s Best of Staffing Award, presented Participating staffing and recruiting firms wereby CareerBuilder, showcases staffing firms required to survey clients they had worked withthat provide exceptional levels of service to during a recent consecutive 3 month period.their clients. Many staffing firms claim to Inavero’s three-question survey asked survey recipi-have the best client service, but very few ents to rate their satisfaction with the firm. A mini-can actually prove it. The staffing firms who mum response rate of 20% (with at least 15provide a truly remarkable experience now responses) or 500 responses per brand were requiredhave a means to prove their commitment to to ensure the score’s validity. The Net Promoterexcellence. Score® (NPS) methodology, made famous by authorParticipation in the Best of Staffing Client and former Bain consultant, Fred Reichheld, wascompetition has doubled each year since used as the basis for gauging client satisfaction.its inception, and continues to award fewerthan 1% of all staffing firms with this recog-nition. Those recognized on the 2012 Bestof Staffing Client list earned the distinctionbased on the strength of more than 176,000survey responses. Each response is a mea-sure of the experience that clients had withthe staffing firm they work with. Client Experience Recent research by Inavero found that Best of Staffing Client winners were more than 3 times as likely to identify ‘culture match’ as the most important attri- bute to ensuring a successful placement. Those who didn’t make the list were more likely to identify matching technical skills as the most important attri- bute. Great firms understand what clients have long believed – culture fit is as important, if not more important than merely matching a set of skills to an applicant – and those firms who do it well are rewarded with loyal clients. During a highly volatile time for staffing firm clients, the level of responsiveness staffing firms have with their clients plays a significant role in how happy clients are working with a staffing firm. We found that more than half of Best of Staffing Client winners get back to their clients within an hour. This com- pares to only 25% for those who didn’t make the list. COPYRIGHT © 2012 INAVERO, INC. ALL RIGHTS RESERVED. NET PROMOTER, NPS, AND NET PROMOTER SCORE ARE TRADEMARKS OF SATMETRIX SYSTEMS, INC., BAIN & COMPANY, AND FRED REICHHELD
  4. 4. Client ExperienceThe market is strengthening and the staffing firms who will come out ahead have built a strong opera-tional process to help their internal employees perform well and continue to over-deliver to clients,even when there is an increase in orders.The firms who perform at levels consistent with last year stand out from the rest and are awarded withthe 2012 Best of Staffing™ Client award. Inavero will continue to expect the industry to deliver highcaliber service as the economy recovers and staffing volume increases. Best of Staffing’s foundationis built on a commitment to progress and improvement. While the benchmark to earn the Best ofStaffing™ Client award didn’t change from last year, it represents the best staffing firms for 2012. Staff-ing firms named to the 2012 Best of Staffing™ Client list were required to attain a 55% Net PromoterScore®.The ResultsThe average 2012 Best of Staffing™ Client winner achieved an NPS® of 69% with their clients, morethan twice the staffing industry average (30% NPS). Additionally, 74% of the their clients rated thema 9 or 10 (compared to only 50% for the industry overall). Firms who scored an NPS of 83% or higherfound themselves in the 90th percentile of all Best of Staffing Client award winners. What percentile is your Net Promoter Score®? 90th percentile 80% 75th percentile 50th percentile Net Promoter Score 60% 25th percentile 40% Industry average 20% PercentileHalf of the Best of Staffing participants expect their 2012 revenue to grow faster than their 2011revenue. Seventy-five percent (75%) of 2012 Best of Staffing Client winners paced or outperformedthe industry in terms of revenue growth with the average growth of Best of Staffing firms nearly doublethat of the industry. Of this group, sixty percent (60%) survey their clients at least twice a year toensure they have accurate and timely information on satisfaction and areas where improvement isnecessary.1 “News Release,” Bureau of Labor Statistics. 3 February 2012. Web. http://www.bls.gov/news.release/pdf/empsit.pdf Inavero designs and manages satisfaction surveys for a global list of clients in more than 15 countries. Inavero’s proprietarytechnology platform gathers and reports staffing firm client and talent satisfaction information through online surveys. Inavero’s team analyzes satisfaction feedback from more than 500,000 staffing firm clients and talent each year, and serves as the American Staffing Association’s exclusive research partner. For more information, contact Inavero at (800) 921-2640 or email bestofstaffing@inavero.com www.inavero.com | www.bestofstaffing.com COPYRIGHT © 2012 INAVERO, INC. ALL RIGHTS RESERVED. NET PROMOTER, NPS, AND NET PROMOTER SCORE ARE COPYRIGHT © 2011 INAVERO ALL RIGHTS RESERVED. NET PROMOTER, NPS, AND NET PROMOTER SCORE ARE TRADEMARKS OF SATMETRIX SYSTEMS, INC., BAIN & COMPANY, AND FRED REICHHELD TRADEMARKS OF SATMETRIX SYSTEMS, INC., BAIN & COMPANY, AND FRED REICHHELD

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