While the staffing industry’s recent share of overall employment has hit record levels, the industry faces low client satisfaction and decreasing candidate satisfaction. The 2014 “Opportunities in Staffing” guide identifies a number of behaviors that increase loyalty from clients, candidates and internal staff. Focusing and delivering on these key behaviors are the best way to move the needle with the people who affect the success of your organization the most.
This year, as in previous years, we tracked the three metrics proven to have the biggest impact on long-term success: client and job candidate awareness, utilization and satisfaction.
The metrics we tracked for clients either increased from 2013 or held steady. Our findings showed that awareness (the measure of clients’ ability to name at least two staffing firms from memory) increased to 70 percent from 66 percent. Client utilization, meanwhile, held relatively steady with just over a fifth of clients saying they had hired through a staffing or recruiting firm in the past year. Client satisfaction also held steady, with an 8 percent Net Promoter Score® (the measure of how likely a client or candidate is to recommend a staffing firm) — a welcome end to a four-year trend of decreasing scores.
Job candidate trends, however, paint a less optimistic picture: All three metrics showed lower numbers than last year. Only 50 percent of candidates could name at least one staffing firm from memory — down from 61 percent last year — and utilization of staffing firms as part of the job search decreased slightly from 23 percent to 20 percent. The average Net Promoter Score® also fell in the last year, from 33 percent to 22 percent.
In addition to shedding light on awareness, utilization and satisfaction trends, this year’s study dives deeply into how certain staffing firm behaviors affect satisfaction. The study also uncovers gaps in the experience staffing firms say they provide and the experience clients and candidates say they actually receive. These findings highlight major opportunities for staffing firms to enhance their services for clients and candidates while growing their business.
The recommendations included in this research study, along the complimentary webinar and sector-level highlights, will provide you and your team with the timely trends and information you need to stay ahead of the competition.
®Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld.
Questions? Contact us at 1.800.960.5203 or Staffing@CareerBuilder.com