All our clients have a dedicated Client Partner who takes overall responsibility for the relationship and for assignments. We have a dedicated in-house research and delivery team and all assignments will have a named researcher who is available to provide updates and consistency. The assignment process will be clearly outlined, from the start with deadlines and delivery milestones throughout.
Client delivery structure
Client feedback programme
Listening to our clients is important to us. It allows us to manage expectations, understand needs and deliver value.
Our client feedback programme, which has been running for a number of years now, is a vital part of how we do business and allows us to conduct relationship and assignment reviews on a regular basis. It gives our clients the opportunity to tell us what we do well and what we can do better. Most importantly though, we act on the feedback, review progress regularly and ensure we learn and improve as a result.
The client feedback process
NPS: Measuring satisfaction
Just one of the ways we measure how satisfied our clients are through the NPS (Net Promoter Score). The NPS is a very simple, universally applicable measure of customer loyalty, based around the question of would you recommend us.
How NPS works
- Ask customers how likely they would be, on a scale of 0 to 10 where 10 is extremely likely, to recommend you to others.
- Anyone who gives you a score of 9 or 10 is a ‘promoter’; 7 or 8 is a ‘passive’; 0 to 6 is a detractor.
- Calculate the percentage of customers that are promoters and detractors, then subtract the detractors from the promoters.
- The result is your Net Promoter Score, and it could be anywhere from -100 to +100.
Candidate feedback
Alongside our client feedback programme, we talk regularly to our network of candidates and individuals in whom our clients are interested. We also seek feedback from candidates post recruitment process whether successful or not. We ensure that individuals who take the time to talk to us about our clients and their opportunities are receiving the best service from us, and that we are delivering value to them.
