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Inavero Client Loyalty Survey Comparison Results 2006 2009

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Third party staffing industry client satisfaction research - Express Employment Professionals vs Industry average.

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Inavero Client Loyalty Survey Comparison Results 2006 2009

  1. 1. <ul><li>Survey Statistics </li></ul>Inavero Client Loyalty Survey Comparison Results: 2006-2009 November 17, 2009 <ul><li>Total Responses: </li></ul><ul><ul><li>2006: 333 of 1,898 (17.5%) </li></ul></ul><ul><ul><li>2007: 1,764 of 9,383 (18.8%) </li></ul></ul><ul><ul><li>2008: 1,824 of 10,793 (16.7%) </li></ul></ul><ul><ul><li>2009: 1,984 of 9,143 (21.7%) </li></ul></ul><ul><li>Survey Population: Express Employment Professionals Clients </li></ul>Express Employment Professionals International Headquarters 8516 NW Expressway Oklahoma City, OK 73162 (800) 652-6400 Survey Information <ul><li>Express Employment Professionals has worked with the Inavero Research Institute, a leading expert in the design and interpretation of efficient and actionable client and employee feedback research, to collect and analyze feedback from Express’ client base. Inavero specializes in surveying the staffing industry. </li></ul>
  2. 2. Express vs. Staffing Industry Ratings November 17, 2009, Inavero Client Loyalty Survey Comparison Results Survey Summary Express client survey respondents were asked to rate Express Employment Professionals on a scale of 1 to 10, with 10 being the highest. The table below shows how Express performed versus the staffing industry during the past three years (2006, 2007, 2008, and 2009). 8.1 7.5 8.0 8.3 8.1 7.6 7.7 Industry 2009 8.5 7.6 7.9 8.9 8.9 7.3 8.3 Express 2009 7.7 7.7 7.8 7.9 7.3 8.4 Client Loyalty 7.4 7.5 7.4 7.0 7.0 7.5 Perceived Value 7.6 7.6 7.7 7.3 7.6 8.0 Information Management 7.8 7.8 7.8 8.1 7.5 8.5 Timeliness 7.8 7.8 7.8 8.3 7.7 8.7 Quality of Relationships 7.0 7.7 Express 2006 7.6 7.6 Industry 2007 7.4 7.4 7.2 7.7 Quality of Associates Express 2008 Express 2007 Industry 2008 Industry 2006 Quality of Service 8.3 7.4 7.5 7.5
  3. 3. Express vs. Staffing Industry Ratings: Graphical Results November 17, 2009, Inavero Client Loyalty Survey Comparison Results
  4. 4. Methodology November 17, 2009, Inavero Client Loyalty Survey Comparison Results <ul><li>Survey Statistics </li></ul><ul><li>2009 Response Rate : 21.7% (2008: 16.7%; 5% increase) </li></ul><ul><li>Participation : Total participating offices decreased by 40.5%. </li></ul><ul><li>Validity : This study is valid at a 95% confidence level, +/- 4.9%. </li></ul>Beginning in 2006, Express franchisees have voluntarily chosen to participate in this survey. Each year the client base grows, but the number of participating franchises has been inconsistent. Although our 2009 results had the lowest number of participating franchises, the number of clients survey is higher than ever. 97 34 19 7 13 24 Participating Franchises 2007 1764 782 364 145 158 315 Clients Surveyed 68 33 336 21 169 7 South 37 11 60 6 43 4 Northeast 76 35 407 27 603 15 East Central 60 32 337 31 175 10 Central 126 41 Participating Franchises 2008 1824 684 Clients Surveyed 2009 2006 Zone Participating Franchises Clients Surveyed Participating Franchises Clients Surveyed West 39 994 27 92 TOTALS 75 1984 138 333
  5. 5. Demographics November 17, 2009, Inavero Client Loyalty Survey Comparison Results Approximately how many full-time employees does your organization currently have on the payroll at your location? 1,000 or more 100 to 249 10 to 24 250 to 999 25 to 99 50 to 99 Less than 10
  6. 6. November 17, 2009, Inavero Client Loyalty Survey Comparison Results Demographics Approximately how many temporary employees did your organization utilize during the past 12 months at your location? 1,000 or more 100 to 249 15 to 29 250 to 999 30 to 49 50 to 99 Less than 5 5 to 14
  7. 7. November 17, 2009, Inavero Client Loyalty Survey Comparison Results Which of the following best represents your company’s primary industry? Agriculture Banking/Finance Distribution/Wholesale Education Entertainment/Recreation Health Care Manufacturing High Technology/Bioscience Professional Services Retail Transportation/Warehousing Demographics
  8. 8. Demographics November 17, 2009, Inavero Client Loyalty Survey Comparison Results Assistant C-Level Director Manager Other Partner/Owner President/CEO Vice President Which of the following best represents your level in the company?
  9. 9. Reputation November 17, 2009, Inavero Client Loyalty Survey Comparison Results The decision criteria remains essentially unchanged for staffing firm clients – reputation matters most. Of the items below, please rank your top 3 in terms of their importance in your decision to select your primary staffing firm?
  10. 10. Social Media November 17, 2009, Inavero Client Loyalty Survey Comparison Results Just over 1 in 5 clients currently use social media for recruiting purposes.
  11. 11. Staffing Firms Pros & Cons November 17, 2009, Inavero Client Loyalty Survey Comparison Results Pros Cons
  12. 12. Brand Awareness November 17, 2009, Inavero Client Loyalty Survey Comparison Results Brand awareness of staffing and recruiting firms remains low, overall. <ul><li>No single firm is “top of mind” (first brand named) with more than 6% of the client population. </li></ul><ul><li>Nearly 30% of clients can’t name a single firm other than the one they are currently working with. </li></ul>
  13. 13. Quality of Service November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items <ul><li>Continue to focus on listening and being responsive to needs. </li></ul><ul><li>Build a process to deal with last-minute issues (no-shows, etc) </li></ul><ul><li>Recognize that when things go wrong the entire client relationship is put to the test. These are the “moments of truth” with clients, and how you respond will dictate their loyalty. </li></ul>7.7 Industry 2009 8.3 Express 2009 7.7 Express 2006 7.6 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 Quality of Service 8.3 7.4 7.5 7.5 1.5% 1.5% Service Failure Scores (0-2): 20.8% 7.7% At-Risk Scores (3-6): 37.9% 31.8% Satisfied Scores (7-8): 39.8% 59.0% Excellent Scores (9-10): 7.8 8.5 Average Score: Express is proactive in their approach to helping our business. 1.9% 0.6% Service Failure Scores (0-2): 15.0% 5.4% At-Risk Scores (3-6): 38.8% 25.1% Satisfied Scores (7-8): 44.4% 68.9% Excellent Scores (9-10): 8.0 8.9 Average Score: My contacts at Express are quick to solve problems if they occur. Industry 2009 Express 2009 Score Category Questions
  14. 14. Quality of Service ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Quality of service edged up slightly from 2008, and is significantly higher than industry benchmarks <ul><li>SUGGESTIONS FROM CLIENTS: </li></ul><ul><li>“ When a worker does not show up for an evening shift Express should have someone on call to deal with this. This has happened a couple of times with us and we did not get the response we needed…” </li></ul><ul><li>“ Seems to be a lack of understanding of the type of person we need.” </li></ul><ul><li>“ Providing after hours support would create greater demand of your services” </li></ul><ul><li>“ Increase the level of communication about the candidate prior to placement.” </li></ul><ul><li>“ Obtain a better understanding of the business, direction the staffing is heading (if standards or culture are changing)” </li></ul><ul><li>“ Better vetting of candidates for our particular needs. We need contract sales people, and my biggest concern was that we would sometimes seem to get a &quot;warm body&quot; to fill the position, who lacked the personality and skills needed to help sell our products.” </li></ul>7.7 Industry 2009 8.3 Express 2009 7.7 Express 2006 7.6 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 Quality of Service 8.3 7.4 7.5 7.5
  15. 15. Quality of Associates November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items <ul><li>Reduce variability in candidate quality: 31.1% of clients rating the quality a 9 or 10, but 23.7% rating the quality a 6 or lower. </li></ul><ul><li>“ Sell” clients on why you chose a particular candidate and give them enough options they still are able to be involved in the selection. </li></ul><ul><li>Become “expert” in specific job titles and industries to add additional value to the client companies you serve. </li></ul>7.6 Industry 2009 7.3 Express 2009 7.0 Express 2006 7.6 Industry 2007 7.4 7.4 7.2 7.7 Quality of Associates Express 2008 Express 2007 Industry 2008 Industry 2006 2.0% 2.6% Service Failure Scores (0-2): 20.2% 22.1% At-Risk Scores (3-6): 44.8% 44.6% Satisfied Scores (7-8): 33.1% 30.7% Excellent Scores (9-10): 7.6 7.4 Average Score: The quality of candidates sent to us by Express have consistently met or exceeded my expectations. 2.2% 2.1% Service Failure Scores (0-2): 20.7% 23.7% At-Risk Scores (3-6): 40.7% 43.1% Satisfied Scores (7-8): 36.5% 31.1% Excellent Scores (9-10): 7.6 7.4 Average Score: The candidates we receive from Express are extremely reliable. Industry 2009 Express 2009 Score Category Questions
  16. 16. Quality of Associates ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Quality of candidates dipped slightly in 2009 and represents a significant opportunity for improvement <ul><li>SUGGESTIONS FROM CLIENTS: </li></ul><ul><li>“ Lately, we've had the highest turnover rate with temps from Express. I don't know what's different, but no one shows up, or we have to let them go due to low productivity.” </li></ul><ul><li>“ Better screen candidates' job skills and behavioral skills prior to placement, especially if a permanent placement.” </li></ul><ul><li>“ Test better for attendance and continuity.” </li></ul><ul><li>“ Ask more questions directly related to the role we need filled. Some candidates were right on the money where as some were just barely meeting the skill expectations. Be careful of personalities - when candidates have some of the skills needed but a real abrasive personality: it really sets a bad impression overall.” </li></ul>7.6 Industry 2009 7.3 Express 2009 7.0 Express 2006 7.6 Industry 2007 7.4 7.4 7.2 7.7 Quality of Associates Express 2008 Express 2007 Industry 2008 Industry 2006
  17. 17. Quality of Relationships November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items <ul><li>Be proactive in your approach with clients, but not always in ways that are sales driven. </li></ul><ul><li>Determine how best to interact with each individual account, and then put a plan in place to build the relationship around that interaction. </li></ul>8.1 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.3 7.7 8.7 Quality of Relationships Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 2.0% 0.9% Service Failure Scores (0-2): 15.9% 5.8% At-Risk Scores (3-6): 35.1% 21.7% Satisfied Scores (7-8): 47.1% 71.5% Excellent Scores (9-10): 8.0 8.9 Average Score: Express makes me feel like a valued client. 1.3% 0.8% Service Failure Scores (0-2): 14.6% 5.9% At-Risk Scores (3-6): 34.4% 22.7% Satisfied Scores (7-8): 49.7% 70.5% Excellent Scores (9-10): 8.1 8.9 Average Score: Express is committed to nurturing a long term relationship with our organization. Industry 2009 Express 2009 Score Category Questions
  18. 18. Quality of Relationships ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Client relationships continued to strengthen in 2009, and are a valuable asset for Express franchisees. <ul><li>SUGGESTIONS FROM CLIENTS: </li></ul><ul><li>“ Respond promptly to agreed upon plan going forward.” </li></ul><ul><li>“ More face to face contact. Since our offices are in two different cities, all of our communication is done via telephone. “ </li></ul><ul><li>“ It would be nice if we had a consistent contact over a longer period of time, and that they understood labour law and standard legislation and HR practices” </li></ul><ul><li>“ Be proactive at keeping in touch with our needs and upcoming staffing needs.” </li></ul>8.1 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.3 7.7 8.7 Quality of Relationships Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006
  19. 19. Timeliness November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items <ul><li>Create an “on-call” service to work with clients who have after hours or weekend needs. </li></ul><ul><li>Be certain to manage expectations on placement time, and provide reasoning behind selection of candidates. </li></ul>8.3 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.1 7.5 8.5 Timeliness Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 1.8% 0.6% Service Failure Scores (0-2): 13.0% 4.9% At-Risk Scores (3-6): 36.3% 21.5% Satisfied Scores (7-8): 48.8% 73.1% Excellent Scores (9-10): 8.2 9.0 Average Score: My contacts at Express are available when my business needs them. 2.0% 0.5% Service Failure Scores (0-2): 11.1% 5.0% At-Risk Scores (3-6): 32.0% 21.9% Satisfied Scores (7-8): 54.9% 72.5% Excellent Scores (9-10): 8.3 8.9 Average Score: Express responds quickly to our staffing needs. Industry 2009 Express 2009 Score Category Questions
  20. 20. Timeliness ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Responsiveness ratings increased over 2008 numbers and have significantly improved in the past two years <ul><li>SUGGESTIONS FROM CLIENTS: </li></ul><ul><li>“ Express sends me people in a hurry, but sometimes they are not at all a good fit for the type of work we do and I think Express screening should catch some of these.” </li></ul><ul><li>“ Provide a number to reach a manager on duty for the weekends when we have the staff at our sites.” </li></ul><ul><li>“ I want to know the specifics about the candidates histories and I feel like I have to ask 20 questions and don't get very comprehensive answers on candidates.” </li></ul><ul><li>“ Answer emails in a timely manner. Call with candidate information when you say you are going to call. Even though I am a small customer, do not treat me as an unimportant customer.” </li></ul>8.3 Industry 2009 8.9 Express 2009 7.8 7.8 7.8 8.1 7.5 8.5 Timeliness Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006
  21. 21. Information Management November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items <ul><li>Most clients do not receive any reporting, but some would like to have a summary of time and activity provided. </li></ul><ul><li>Move to automate or produce reports online as opposed to paper-based reporting. </li></ul>8.0 Industry 2009 7.9 Express 2009 7.6 7.6 7.7 7.3 7.6 8.0 Information Management Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 2.1% 2.1% Service Failure Scores (0-2): 16.0% 16.8% At-Risk Scores (3-6): 36.2% 34.3% Satisfied Scores (7-8): 45.7% 46.8% Excellent Scores (9-10): 8.0 8.0 Average Score: Express utilizes technology to deliver the staffing and HR information I need. 2.6% 1.5% Service Failure Scores (0-2): 15.3% 13.0% At-Risk Scores (3-6): 38.8% 34.3% Satisfied Scores (7-8): 43.2% 51.2% Excellent Scores (9-10): 7.9 8.2 Average Score: Express provides the information I need to effectively manage my company’s staffing needs. Industry 2009 Express 2009 Score Category Questions
  22. 22. Information Management ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Most clients have access to the information they need, but understanding unique needs will drive improvement <ul><li>SUGGESTIONS FROM CLIENTS: </li></ul><ul><li>“ When numbers of associates are larger, it is helpful to get monthly activity statements of the hours worked and the bill rates of the workers provided.” </li></ul><ul><li>“ Provide confirmation of background screening of candidates.” </li></ul><ul><li>“ Monthly or Quarterly overall usage reports. Total hours per month by person in one report.” </li></ul><ul><li>“ It would be nice to see some benchmarking data on the people we use, or see if there is more information from associates who decide not to continue working with us.” </li></ul><ul><li>“ These should be handled on line like this survey service. Probably be the first recruitment firm to do that. This includes your &quot;clunky&quot; time cards. Should all be electronic.” </li></ul>8.0 Industry 2009 7.9 Express 2009 7.6 7.6 7.7 7.3 7.6 8.0 Information Management Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006
  23. 23. Perceived Value November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items <ul><li>Clients want Express to be their partner and consultant, not just a vendor. How are you working to improve your clients’ businesses? </li></ul><ul><li>Become expert in the environment where placements are being made; understand both technical and cultural skills necessary to succeed. </li></ul>7.5 Industry 2009 7.6 Express 2009 7.4 7.5 7.4 7.0 7.0 7.5 Perceived Value Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 5.0% 5.6% Service Failure Scores (0-2): 24.7% 20.5% At-Risk Scores (3-6): 34.5% 34.3% Satisfied Scores (7-8): 35.7% 39.6% Excellent Scores (9-10): 7.3 7.5 Average Score: Express has helped our company reduce turnover of contract/temporary employees. 2.0% 1.2% Service Failure Scores (0-2): 16.9% 11.1% At-Risk Scores (3-6): 37.9% 38.5% Satisfied Scores (7-8): 43.2% 49.2% Excellent Scores (9-10): 7.9 8.2 Average Score: The services provided by Express are a good value, given their cost. Industry 2009 Express 2009 Score Category Questions
  24. 24. Perceived Value ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Express continues to improve the clients’ perception of value, and is now rated higher than the industry in this area <ul><li>SUGGESTIONS FROM CLIENTS: </li></ul><ul><li>“ We get the best value when our short-term or long-term needs and expectations are met. Having associates assigned to programs that are the best fit for their aptitude, skills and objectives, as well as the specifics of our environment, opportunities and objectives, helps us achieve the best value.” </li></ul><ul><li>“ Personally experience our shop environment which should improve the value of the candidate they send to us. “ </li></ul><ul><li>“ Provide regular face-to-face contact with client leadership to discuss status, issues and concerns for the services in place. We can go for extended periods without contact from Express, this may be happening behind the scenes with our Human Resources, however there should be quarterly contact with the stakeholders.” </li></ul>7.5 Industry 2009 7.6 Express 2009 7.4 7.5 7.4 7.0 7.0 7.5 Perceived Value Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006
  25. 25. Client Loyalty November 17, 2009, Inavero Client Loyalty Survey Comparison Results Franchise Action Items <ul><li>Always make your clients feel valued, in return they will continue to use your services and provide referrals. </li></ul><ul><li>Go above and beyond in the service you provide, especially in regards to mistakes so the client will no longer remember the mistake but rather the recovery. </li></ul>8.1 Industry 2009 8.5 Express 2009 7.7 7.7 7.8 7.9 7.3 8.4 Client Loyalty Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006 1.2% 1.4% Service Failure Scores (0-2): 11.3% 5.4% At-Risk Scores (3-6): 31.1% 22.8% Satisfied Scores (7-8): 56.4% 70.4% Excellent Scores (9-10): 8.4 8.9 Average Score: I will use Express again for my staffing needs. 2.2% 1.4% Service Failure Scores (0-2): 16.9% 9.4% At-Risk Scores (3-6): 35.5% 34.0% Satisfied Scores (7-8): 45.3% 55.2% Excellent Scores (9-10): 8.0 8.4 Average Score: I am completely satisfied with Express Employment Professionals. Industry 2009 Express 2009 Score Category Questions
  26. 26. Client Loyalty ( Continued ) November 17, 2009, Inavero Client Loyalty Survey Comparison Results Client loyalty increased slightly over 2008 numbers, and is more than a full point higher than when measured in 2007 <ul><li>SUGGESTIONS FROM CLIENTS: </li></ul><ul><li>“ Be more focused on providing qualified candidates and professional service, and less focused on &quot;selling&quot; me to use Express.” </li></ul><ul><li>“ Understand the type of worker we need so they can better select for us. Maybe the screeners need to spend more time in the plant understanding the type of work we do.” </li></ul><ul><li>“ Express needs to be able to cover the emergency situations better. Everything in the normal schedule seems to run smooth, but when you need that extra coverage we are sometimes left hanging.“ </li></ul><ul><li>“ Speed in which you deliver candidates. By the time a manager contacts you, our General Manager is breathing down our necks to fill the position.” </li></ul>8.1 Industry 2009 8.5 Express 2009 7.7 7.7 7.8 7.9 7.3 8.4 Client Loyalty Express 2006 Industry 2007 Express 2008 Express 2007 Industry 2008 Industry 2006
  27. 27. Moving Forward – How Express Can Improve November 17, 2009, Inavero Client Loyalty Survey Comparison Results <ul><li>Even though we improved from 2008, we can continue to improve. </li></ul><ul><li>We need to once again review and train: </li></ul><ul><li>Taking a better job order </li></ul><ul><li>Making quality calls/following up with clients </li></ul><ul><li>Explaining the job to associates </li></ul><ul><li>Treating customers like gold </li></ul>

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