It’s been a busy year at Broadgate, and we’ve managed to navigate it by sticking to recruitment’s magic metric: The Net Promoter Score (NPS).
On the surface, it might seem like just another number, but even the most straightforward form of feedback can reveal a great deal about a company’s commitment to its customers. That’s exactly what the NPS is, a small data point that speaks big volumes.
The score is typically based on a single question – ‘On a scale of one to ten, how likely are you to recommend our services to a friend?’
It’s user-friendly, easy to track over time, and even easier to use as a benchmark for the quality of your brand’s service.
For the Broadgate team, the daily tracking of our NPS has proven vital to our customer service approach. We pledged to double down on our service, and our NPS has been a guiding light. Now how does the scoring work exactly?
The NPS is measured on a scale of -100 to +100, taking three different classifications of respondents into account: Promoters (customers who provide ratings of 9 or more out of 10), Passives (7-8), and Detractors (6 or less).
You reach the final result by adding up your responses and subtracting the percentage of detractors from the promoters. Voila! A score above 50 is generally considered more than good, but +80 is world-class.
Striving for Excellence
We believe our NPS is a measure of our ability to provide consistent value to our customers, candidates, and community members.
Recruiters have a responsibility to recognise the many, many hardships associated with finding a job in a tough market, the trials of unemployment, and the unique needs of their candidates.
We see our NPS as a reflection, not only of this awareness, but of our service’s sustainability. It’s not a static score either. The NPS, like the talent market and the broader world we serve, is always evolving. Keeping an eagle eye on the NPS helps us avoid stagnation and complacency – barriers to improvement. You can’t improve if you don’t have anything to measure yourself against.
In highly competitive industries like recruitment, organisations subsist on their ability to provide both a superior-quality service and a market-leading customer experience.
It’s important to note that NPS averages are always changing, but as it stands, the recruitment industry rests at around +31. If we hope to change our industry for the better, we need to create and uphold higher standards – holding ourselves accountable to our NPS will help us do it.
From day one, we’ve leveraged a community-led, diversity-focused recruitment approach to keep our customers at the forefront of our business. Whether you’re hoping to hire or get hired, Broadgate’s people-centric staffing services have you covered. Contact the team today to find out how we can help.