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Third party staffing industry client satisfaction research - Express Employment Professionals vs Industry average.
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1
Survey Statistics
Inavero Client Loyalty Survey Comparison Results: 2006-2009
November 17, 2009
• Total Responses:• 2006: 333 of 1,898 (17.5%)• 2007: 1,764 of 9,383 (18.8%)• 2008: 1,824 of 10,793 (16.7%) • 2009: 1,984 of 9,143 (21.7%)
• Survey Population: Express Employment Professionals Clients
Express Employment Professionals International Headquarters8516 NW Expressway
Oklahoma City, OK 73162(800) 652-6400
Survey Information
• 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.
2
Express vs. Staffing Industry Ratings
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Quality of Service 8.3 8.3 7.4 7.7 7.7 7.5 7.6 7.5
Quality of Associates 7.3 7.7 7.2 7.0 7.6 7.4 7.6 7.4
Quality of Relationships 8.9 8.7 7.7 8.3 8.1 7.8 7.8 7.8
Timeliness 8.9 8.5 7.5 8.1 8.3 7.8 7.8 7.8
Information Management 7.9 8.0 7.6 7.3 8.0 7.7 7.6 7.6
Perceived Value 7.6 7.5 7.0 7.0 7.5 7.4 7.5 7.4
Client Loyalty 8.5 8.4 7.3 7.9 8.1 7.8 7.7 7.7
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).
3
Express vs. Staffing Industry Ratings: Graphical Results
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
4
Methodology
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Survey Statistics
• 2009 Response Rate: 21.7% (2008: 16.7%; 5% increase)
• Participation: Total participating offices decreased by 40.5%.
• Validity: This study is valid at a 95% confidence level, +/- 4.9%.
Zone
2009 2008 2007 2006
Participating Franchises
Clients Surveyed
Participating Franchises
Clients Surveyed
Participating Franchises
Clients Surveyed
Participating Franchises
Clients Surveyed
Central 10 175 31 337 24 315 32 60
East Central 15 603 27 407 13 158 35 76
Northeast 4 43 6 60 7 145 11 37
South 7 169 21 336 19 364 33 68
West 39 994 41 684 34 782 27 92
TOTALS 75 1984 126 1824 97 1764 138 333
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.
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
6November 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
7November 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
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
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
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
Staffing Firms Pros & Cons
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Pros
Cons
12
Brand Awareness
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Brand awareness of staffing and recruiting firms remains low, overall.
• No single firm is “top of mind” (first brand named) with more than 6% of the client population.
• Nearly 30% of clients can’t name a single firm other than the one they are currently working with.
13
Quality of Service
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Quality of Service 8.3 8.3 7.4 7.7 7.7 7.5 7.6 7.5
Franchise Action Items
Questions Score Category Express 2009 Industry 2009
My contacts at Express are quick to solve problems if they occur.
Average Score: 8.9 8.0
Excellent Scores (9-10): 68.9% 44.4%
Satisfied Scores (7-8): 25.1% 38.8%
At-Risk Scores (3-6): 5.4% 15.0%
Service Failure Scores (0-2): 0.6% 1.9%
Express is proactive in their approach to helping our business.
Average Score: 8.5 7.8
Excellent Scores (9-10): 59.0% 39.8%
Satisfied Scores (7-8): 31.8% 37.9%
At-Risk Scores (3-6): 7.7% 20.8%
Service Failure Scores (0-2): 1.5% 1.5%
1. Continue to focus on listening and being responsive to needs.2. Build a process to deal with last-minute issues (no-shows, etc)3. 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.
14
Quality of Service (Continued)
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Quality of Service 8.3 8.3 7.4 7.7 7.7 7.5 7.6 7.5
Quality of service edged up slightly from 2008, and is significantly higher than industry benchmarks
SUGGESTIONS FROM CLIENTS:
• “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…”
• “Seems to be a lack of understanding of the type of person we need.”
• “Providing after hours support would create greater demand of your services”
• “Increase the level of communication about the candidate prior to placement.”
• “Obtain a better understanding of the business, direction the staffing is heading (if standards or culture are changing)”
• “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 "warm body" to fill the position, who lacked the personality and skills needed to help sell our products.”
15
Quality of Associates
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Quality of Associates 7.3 7.7 7.2 7.0 7.6 7.4 7.6 7.4
Franchise Action Items
Questions Score Category Express 2009 Industry 2009
The candidates we receive from Express are extremely reliable.
Average Score: 7.4 7.6
Excellent Scores (9-10): 31.1% 36.5%
Satisfied Scores (7-8): 43.1% 40.7%
At-Risk Scores (3-6): 23.7% 20.7%
Service Failure Scores (0-2): 2.1% 2.2%
The quality of candidates sent to us by Express have consistently met or exceeded my expectations.
Average Score: 7.4 7.6
Excellent Scores (9-10): 30.7% 33.1%
Satisfied Scores (7-8): 44.6% 44.8%
At-Risk Scores (3-6): 22.1% 20.2%
Service Failure Scores (0-2): 2.6% 2.0%
1. 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.2. “Sell” clients on why you chose a particular candidate and give them enough options they still are able to be involved in the
selection.3. Become “expert” in specific job titles and industries to add additional value to the client companies you serve.
16
Quality of Associates (Continued)
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Quality of Associates 7.3 7.7 7.2 7.0 7.6 7.4 7.6 7.4
Quality of candidates dipped slightly in 2009 and represents a significant opportunity for improvement
SUGGESTIONS FROM CLIENTS:
• “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.”
• “Better screen candidates' job skills and behavioral skills prior to placement, especially if a permanent placement.”
• “Test better for attendance and continuity.”
• “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.”
17
Quality of Relationships
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Quality of Relationships 8.9 8.7 7.7 8.3 8.1 7.8 7.8 7.8
Questions Score Category Express 2009 Industry 2009
Express is committed to nurturing a long term relationship with our organization.
Average Score: 8.9 8.1
Excellent Scores (9-10): 70.5% 49.7%
Satisfied Scores (7-8): 22.7% 34.4%
At-Risk Scores (3-6): 5.9% 14.6%
Service Failure Scores (0-2): 0.8% 1.3%
Express makes me feel like a valued client.
Average Score: 8.9 8.0
Excellent Scores (9-10): 71.5% 47.1%
Satisfied Scores (7-8): 21.7% 35.1%
At-Risk Scores (3-6): 5.8% 15.9%
Service Failure Scores (0-2): 0.9% 2.0%
Franchise Action Items
1. Be proactive in your approach with clients, but not always in ways that are sales driven.2. Determine how best to interact with each individual account, and then put a plan in place to build the relationship around that
interaction.
18
Quality of Relationships (Continued)
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Quality of Relationships 8.9 8.7 7.7 8.3 8.1 7.8 7.8 7.8
Client relationships continued to strengthen in 2009, and are a valuable asset for Express franchisees.
SUGGESTIONS FROM CLIENTS:
• “Respond promptly to agreed upon plan going forward.”
• “More face to face contact. Since our offices are in two different cities, all of our communication is done via telephone. “
• “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”
• “Be proactive at keeping in touch with our needs and upcoming staffing needs.”
19
Timeliness
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Timeliness 8.9 8.5 7.5 8.1 8.3 7.8 7.8 7.8
Questions Score Category Express 2009 Industry 2009
Express responds quickly to our staffing needs.
Average Score: 8.9 8.3
Excellent Scores (9-10): 72.5% 54.9%
Satisfied Scores (7-8): 21.9% 32.0%
At-Risk Scores (3-6): 5.0% 11.1%
Service Failure Scores (0-2): 0.5% 2.0%
My contacts at Express are available when my business needs them.
Average Score: 9.0 8.2
Excellent Scores (9-10): 73.1% 48.8%
Satisfied Scores (7-8): 21.5% 36.3%
At-Risk Scores (3-6): 4.9% 13.0%
Service Failure Scores (0-2): 0.6% 1.8%
Franchise Action Items
1. Create an “on-call” service to work with clients who have after hours or weekend needs.2. Be certain to manage expectations on placement time, and provide reasoning behind selection of candidates.
20
Timeliness (Continued)
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Timeliness 8.9 8.5 7.5 8.1 8.3 7.8 7.8 7.8
Responsiveness ratings increased over 2008 numbers and have significantly improved in the past two years
SUGGESTIONS FROM CLIENTS:
• “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.”
• “Provide a number to reach a manager on duty for the weekends when we have the staff at our sites.”
• “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.”
• “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.”
21
Information Management
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Information Management 7.9 8.0 7.6 7.3 8.0 7.7 7.6 7.6
Questions Score Category Express 2009 Industry 2009
Express provides the information I need to effectively manage my company’s staffing needs.
Average Score: 8.2 7.9
Excellent Scores (9-10): 51.2% 43.2%
Satisfied Scores (7-8): 34.3% 38.8%
At-Risk Scores (3-6): 13.0% 15.3%
Service Failure Scores (0-2): 1.5% 2.6%
Express utilizes technology to deliver the staffing and HR information I need.
Average Score: 8.0 8.0
Excellent Scores (9-10): 46.8% 45.7%
Satisfied Scores (7-8): 34.3% 36.2%
At-Risk Scores (3-6): 16.8% 16.0%
Service Failure Scores (0-2): 2.1% 2.1%
Franchise Action Items
1. Most clients do not receive any reporting, but some would like to have a summary of time and activity provided.2. Move to automate or produce reports online as opposed to paper-based reporting.
22
Information Management (Continued)
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Information Management 7.9 8.0 7.6 7.3 8.0 7.7 7.6 7.6
Most clients have access to the information they need, but understanding unique needs will drive improvement
SUGGESTIONS FROM CLIENTS:
• “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.”
• “Provide confirmation of background screening of candidates.”
• “Monthly or Quarterly overall usage reports. Total hours per month by person in one report.”
• “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.”
• “These should be handled on line like this survey service. Probably be the first recruitment firm to do that. This includes your "clunky" time cards. Should all be electronic.”
23
Perceived Value
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Perceived Value 7.6 7.5 7.0 7.0 7.5 7.4 7.5 7.4
Questions Score Category Express 2009 Industry 2009
The services provided by Express are a good value, given their cost.
Average Score: 8.2 7.9
Excellent Scores (9-10): 49.2% 43.2%
Satisfied Scores (7-8): 38.5% 37.9%
At-Risk Scores (3-6): 11.1% 16.9%
Service Failure Scores (0-2): 1.2% 2.0%
Express has helped our company reduce turnover of contract/temporary employees.
Average Score: 7.5 7.3
Excellent Scores (9-10): 39.6% 35.7%
Satisfied Scores (7-8): 34.3% 34.5%
At-Risk Scores (3-6): 20.5% 24.7%
Service Failure Scores (0-2): 5.6% 5.0%
Franchise Action Items
1. Clients want Express to be their partner and consultant, not just a vendor. How are you working to improve your clients’ businesses?
2. Become expert in the environment where placements are being made; understand both technical and cultural skills necessary to succeed.
24
Perceived Value (Continued)
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Perceived Value 7.6 7.5 7.0 7.0 7.5 7.4 7.5 7.4
Express continues to improve the clients’ perception of value, and is now rated higher than the industry in this area
SUGGESTIONS FROM CLIENTS:
• “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.”
• “Personally experience our shop environment which should improve the value of the candidate they send to us. “
• “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.”
25
Client Loyalty
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Client Loyalty 8.5 8.4 7.3 7.9 8.1 7.8 7.7 7.7
Questions Score Category Express 2009 Industry 2009
I am completely satisfied with Express Employment Professionals.
Average Score: 8.4 8.0
Excellent Scores (9-10): 55.2% 45.3%
Satisfied Scores (7-8): 34.0% 35.5%
At-Risk Scores (3-6): 9.4% 16.9%
Service Failure Scores (0-2): 1.4% 2.2%
I will use Express again for my staffing needs.
Average Score: 8.9 8.4
Excellent Scores (9-10): 70.4% 56.4%
Satisfied Scores (7-8): 22.8% 31.1%
At-Risk Scores (3-6): 5.4% 11.3%
Service Failure Scores (0-2): 1.4% 1.2%
Franchise Action Items
1. Always make your clients feel valued, in return they will continue to use your services and provide referrals. 2. 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.
26
Client Loyalty (Continued)
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Express 2009
Express 2008
Express 2007
Express 2006
Industry 2009
Industry 2008
Industry 2007
Industry 2006
Client Loyalty 8.5 8.4 7.3 7.9 8.1 7.8 7.7 7.7
Client loyalty increased slightly over 2008 numbers, and is more than a full point higher than when measured in 2007
SUGGESTIONS FROM CLIENTS:
• “Be more focused on providing qualified candidates and professional service, and less focused on "selling" me to use Express.”
• “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.”
• “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.“
• “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.”
27
Moving Forward – How Express Can Improve
November 17, 2009, Inavero Client Loyalty Survey Comparison Results
Even though we improved from 2008, we can continue to improve.
We need to once again review and train:
• Taking a better job order
• Making quality calls/following up with clients
• Explaining the job to associates
• Treating customers like gold