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© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
United States – Research Findings
May 2015
OPPORTUNITIES IN STAFFING
© 2015 CareerBuilder and Inavero
TABLE OF CONTENTS
1 |
Page
HOW TO USE THIS REPORT 2
SURVEY METHODOLOGY 3
NET PROMOTER SCORE® BENCHMARKS 4
STAFFING FIRM AWARENESS AND UTILIZATION 10
SATISFACTION AND LOYALTY DRIVERS 13
HOW A STAFFING FIRM IS CHOSEN 19
SOURCING CLIENTS 25
HOW STAFFING FIRMS USE DATA/TECH TO MAKE BETTER DECISIONS 27
WHAT HAPPENS WHEN A CONTRACTOR IS A DETRACTOR 29
REHIRING – THE UNTAPPED GOLDMINE 31
THE IMPORTANCE OF MOBILE OPTIMIZATION 33
ONLINE REVIEWS – ARE YOU READY? 37
PERCEPTION VS. REALITY – GAPS IN SERVICE 40
© 2015 CareerBuilder and Inavero
HOW TO USE THIS REPORT
2 |
Each page of the report has 1 or 2
charts that visually display key
findings from the 2015 study.
Individual charts or study findings can be used with proper citation.
SOURCE: © 2015 CareerBuilder and Inavero
A short description of the
findings is provided to aid
the reader’s interpretation
of the research.
Each page includes a
summary of why the
research finding is
important for the staffing
industry and how to apply
the lessons to your firm.
Research summaries, on-demand webinars and other tools: www.opportunitiesinstaffing.com
© 2015 CareerBuilder and Inavero
SURVEY METHODOLOGY
3 |
The 2015 Opportunities in Staffing guide was published based on responses from:
• 3,020 staffing industry clients completed the survey
• 2,051 responses from an independent online panel
• 969 responses from CareerBuilder’s database
• 9,525 job candidates completed the survey
• 301 responses from an independent online panel
• 9,224 responses from CareerBuilder’s database
• 864 staffing industry internal staff from CareerBuilder’s database completed the
survey
The survey was fielded between March 24th, 2015 and April 19th, 2015 using
CareerBuilder and independent 3rd party panels to ensure data validity.
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
NET PROMOTER SCORE® BENCHMARKS
4 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
© 2015 CareerBuilder and Inavero
NET PROMOTER SCORE® METHODOLOGY
5 |
A Net Promoter Score (NPS®) is an easily understandable
metric based on likelihood to recommend using a
company, product or service to a friend or colleague
Staffing firms see a direct correlation between:
Net Promoter Score, retention, & revenue growth.
Is a Net Promoter Score?
WHAT
Use a Net Promoter Score?
WHY
HOWIs Net Promoter
Score calculated?
0 1 2 3 4 5 6 7 8 9 10
Detractors PromotersPassives
% Promoters % Detractors NPS
Promoters: Your firm’s strongest allies; most
likely to promote your firm to others
Detractors: At risk of
switching firms
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
© 2015 CareerBuilder and Inavero
56%
47% 50%
39% 35%
32%
27% 15%
14%
20%
21% 27%
24%
30% 41%
33%
30%
18% 8% 8%
-3%
-10%
30%
70%
2009 2010 2011 2012 2013 2014 2015
Clients: Likelihood to Recommend Working with Primary Staffing Firm
Promoters (9-10) Detractors (0-6) Net Promoter Score®
CLIENT SATISFACTION DROPS SHARPLY TO A
NEW LOW OF -3% NPS®
6 |
What this means: After remaining steady for the previous year, client satisfaction has again resumed the negative
trend and dropped to a new low of -3% NPS.
Why it matters: For the first time, there are more client detractors than promoters, resulting in all-time low client
satisfaction scores. With industry-wide satisfaction at such low levels, there is now more opportunity than ever to use world-
class client experience as a differentiator in the marketplace.
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero
20%
12%
0% 1%
3%
-8% -10%
0%
10%
20%
30%
2013 2014 2015
Clients: Likelihood to Recommend Working with Primary Staffing Firm
Lead Contact NPS® Day-to-Day Contact NPS®
LEAD CONTACT CLIENT SATISFACTION
SCORES ARE DOWN 12 POINTS TO 0% NPS
7 |
What this means: Lead contact satisfaction scores have dropped for the second year in a row and are now at a 0%
NPS. Day-to-Day contact satisfaction scores have dropped at a similar rate, and are also at an all-time low of -8% NPS.
Why it matters: Following with the decrease in overall client satisfaction, both lead contact and day-to-day contact
client scores are at their lowest levels yet. The fact that staffing firms’ primary contacts are equal parts detractors and
promoters shows the need for industry-wide improvement in creating positive experiences for clients.
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero
-48% -48%
-33% -34%
-26% -25% -27%
19% 16%
28% 30% 33%
22% 24%
-60%
-40%
-20%
0%
20%
40%
2009 2010 2011 2012 2013 2014 2015
Candidates: Likelihood to Recommend Working with Primary Staffing Firm
Overall (Placed and Unplaced) Candidate NPS® Placed Candidate NPS®
PLACED CANDIDATE NET PROMOTER SCORE®
HOLDS STEADY AT 24%
8 |
What this means: After a sharp decrease in NPS from 2013 to 2014, placed candidate satisfaction scores have
maintained since last year.
Why it matters: Placed candidate satisfaction fell significantly in 2014, and a very small increase in 2015 potentially
indicates a slow recovery. With candidate satisfaction being so key to gaining a referral, there is plenty of incentive to
enhance candidate experience and reach 2013 satisfaction levels and beyond.
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero
66% 64% 59% 60% 60%
14% 15% 15% 16% 15%
51% 49% 45% 44% 45%
0%
40%
80%
2011 2012 2013 2014 2015
Staffing Employees: Likelihood to Recommend Working for Current Staffing Firm
Promoters (9-10) Detractors (0-6) Net Promoter Score ®
INTERNAL EMPLOYEE SATISFACTION REMAINS
STEADY AT A 45% NPS®
9 |
What this means: Internal staffing employee satisfaction remains steady for the second straight year, but is lower
than 2011’s high of 51% NPS.
Why it matters: While internal employee satisfaction is no longer in decline, there is still much room for improvement,
as 15% of employees are still detractors of their current firm. Employee satisfaction at work affects their engagement in
their jobs, which in turn directly impacts their performance and the satisfaction of clients and candidates they interact with.
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
STAFFING FIRM AWARENESS AND
UTILIZATION
10 |
© 2015 CareerBuilder and Inavero
TOP 7 FIRMS ARE RECOGNIZED BY AT LEAST
HALF OF CLIENTS
11 |
81%
72%
69%
64%
62%
53%
50%
45%
44%
36%
0% 50% 100%
Kelly Services
Robert Half
Accountemps
The Manpower Group
Adecco
Randstad
Aerotek
Office Team
Spherion
Snelling
Clients: Top 10 Recognized Staffing Firms - Aided
What this means: The top 7 firms are
recognized by at least half of clients
Why it matters: The staffing market remains
fragmented, with very few large firms being
recognized by a majority of clients. This stiff
industry competition makes it even harder to
stand out in the crowd. Is your firm creating an
exceptional experience that will make your clients
talk about you in a positive light?
• Unaided awareness of staffing firms is down
this year among clients, with 64% able to name
at least two staffing firm from memory
compared to 70% in 2014
One in three (32%) clients have hired a
temporary employee through a staffing firm
in the past year
© 2015 CareerBuilder and Inavero
More than half of job candidates have used
a staffing or recruiting firm. More than one
in six (17%) have used a staffing or
recruiting firm in the past 12 months.
• Unaided awareness of staffing firms is down
significantly this year among job candidates,
with 56% able to name at least one staffing firm
from memory compared to 66% in 2014
72%
58%
52%
49%
48%
46%
46%
39%
34%
27%
0% 50% 100%
Kelly Services
Robert Half
The Manpower Group
Accountemps
Adecco
Randstad
Aerotek
Kforce
Office Team
AppleOne
Job Candidates: Top 10 Recognized Staffing Firms - Aided
12 |
What this means: Only 3 firms are
recognized by at least half of job candidates
Why it matters: With awareness being even
lower among candidates than clients, more focus
must be put into creating experiences that will
make your firm stand out. Is the candidate
experience from start to finish with your firm good
enough for candidates to proactively recommend
you to others?
TOP 3 FIRMS ARE RECOGNIZED BY MORE THAN
HALF OF CANDIDATES
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
SATISFACTION AND LOYALTY DRIVERS
13 |
© 2015 CareerBuilder and Inavero
Client NPS® if
“Yes”
Client NPS®
if “No”Statement About Staffing Firm
Difference in
Client NPS®
6% -53% "Follow up on your requests or issues within 24 hours" +59%
8% -51%"Set realistic expectations about any potential open
positions you had"+58%
2% -56% "Ask questions to clarify the needs of the position" +58%
9% -41% "Learn about your company’s culture" +50%
11% -36%"Respond to your email and/ or voicemail requests within
two hours"+47%
WHEN RELATIONSHIP IS STARTING, CLIENT
SATISFACTION INCREASES MOST WHEN
ISSUES ARE RESOLVED WITHIN 24 HOURS
14 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
What this means: When beginning a staffing firm relationship, client satisfaction is impacted most by quick follow up
to issues/requests, taking the time to clearly understand the needs of the open position(s), and setting realistic expectations
about those open positions.
Why it matters: Clients want to feel like your staffing firm truly understands their needs, and want that understanding
to be paired with excellent and prompt customer service. If your firm can establish a strong drive to understand a client’s
expectations from the very start of the relationship, satisfaction is greatly increased and problems can be avoided later in
the placement process.
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero
Client NPS® if
“Yes”
Client NPS®
if “No”Statement About Staffing Firm
Difference in
Client NPS®
6% -63%"Candidates submitted matched the position’s
specifications"+69%
9% -55%"Candidates submitted were a good fit with the company’s
culture"+64%
7% -49%"Candidates were submitted within the expected
timeframe"+56%
11% -30% "Check in with you during candidate’s first week on the job" +40%
6% -33%"I was presented with more than one qualified candidate for
a position"+39%
WHILE TRYING TO FILL POSITION, LARGEST
DIFFERENCE IN CLIENT SATISFACTION
OCCURS WHEN CANDIDATES SKILLS MATCH
POSITION
15 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
What this means: While filling a position, the largest variance in client satisfaction happens when the submitted
candidates are a good skills match for the position and a good culture match for the company.
Why it matters: Not surprisingly, when your firm is filling a position, client satisfaction hinges most on the submitted
candidates themselves. Beyond simply providing high quality candidates, much of this perception can be improved by how
expectations are managed and how much your firm pushes to understand a client’s needs from the onset.
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero
Client NPS® if
“Yes”
Client NPS®
if “No”Statement About Staffing Firm
Difference in
Client NPS®
4% -51% "Resolved any of your issues within 24 hours" +55%
3% -48%"Resolved any issues with the talent they placed within 24
hours"+51%
10% -29%"Debrief on placed talent’s performance after end of
assignment"+39%
9% -28%"Checked in with you during candidate’s first week on the
job"+37%
10% -23%"Checked in with you at least monthly throughout the
assignment on a recently placed candidate"+33%
QUICK RESOLUTION OF ISSUES RESULTS IN
BIGGEST DIFFERENCE IN CLIENT
SATISFACTION AFTER POSITION IS FILLED
16 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
What this means: After a position is filled, client satisfaction scores are most influenced by quick resolution of both
client and placed talent issues.
Why it matters: Clients expect prompt follow-up to both the client contact and the placed candidate after a position is
filled, and satisfaction suffers when this isn’t the case. Prompt and insightful follow-up on post-placement issues
demonstrates a continued interest in your clients’ success and greatly increases the likelihood they will tell others as much.
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero
Candidate
NPS® if “Yes”
Candidate
NPS® if
“No”
Statement About Staffing FirmDifference in
Candidate NPS®
34% -27% "My recruiter worked to get to know me as a person" +61%
30% -26%"They set expectations about how best to communicate
with them throughout the process"+56%
19% -35% "Someone contacted me for an interview" +54%
25% -24%"They helped identify other positions that I might be
qualified for"+49%
14% -33%"They sent me confirmation they had received my
application"+47%
BIGGEST DIFFERENCE IN CANDIDATE
SATISFACTION OCCURS WHEN THE RECRUITER
GETS TO KNOW THEM AS A PERSON
17 |
What this means: Before being placed, the largest differences in satisfaction for job candidates happen when a
recruiter gets to know them on a personal level and is able to establish a solid communication process.
Why it matters: Recruiter actions impact how a job candidate perceives your staffing firm. If a recruiter fails to
understand a candidate as a person, the candidate can feel like their best interests are not in mind and satisfaction suffers
accordingly. During the placement process, recruiters must push to consistently perform all of the above actions in order to
ensure higher candidate satisfaction and loyalty.
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero
Candidate
NPS® if “Yes”
Candidate
NPS® if
“No”
Statement About Staffing FirmDifference in
Candidate NPS®
36% -35% "Any issues were resolved in a timely manner" +71%
40% -21%"I had all of the tools and information I needed to be
successful"+61%
31% -16% "Any emails or phone calls were returned within 24 hours" +47%
36% -8%"Someone contacted me during my first week of the new
assignment"+44%
28% -16%"The position was accurately described to me prior to
starting"+44%
AFTER PLACEMENT, LARGEST DIFFERENCE IN
CANDIDATE SATISFACTION HAPPENS WHEN
ISSUES ARE RESOLVED IN A TIMELY MANNER
18 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
What this means: After being placed, the largest differences in satisfaction for job candidates happen when recruiters
resolve issues in a timely manner and provide candidates with the tools they need to be successful at their new position.
Why it matters: Follow-up actions taken by recruiters after a candidate is placed are important in maintaining a strong
relationship and ensuring candidate satisfaction. Candidates often feel as if they are suddenly less important or are outright
ignored after being placed in a position, and strong follow-up actions can help to improve this negative perception.
NOTE: Net Promoter Score® (NPS® ) is calculated by subtracting Detractors (those rating a 6 or lower) from Promoters
(those rating a 9 or 10), on a scale from 0 to 10 of their likelihood to recommend working with the firm to others.
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
HOW A STAFFING FIRM IS CHOSEN
19 |
© 2015 CareerBuilder and Inavero
MORE THAN THREE IN FIVE CLIENTS RELY ON
REFERRALS WHEN FINDING STAFFING FIRMS
20 |
61%
43%
43%
32%
26%
7%
0% 40% 80%
Referral
Online Search
Past Experiences
Reputation
Direct Sales / Events
Advertising
How Clients Find and Select Staffing Firms
Significant Differences
• Compared to client-side executives and
managers, supervisors/coordinators are the
more likely to trust a referral (80%).
• Baby Boomer clients are much more likely to
trust their past experiences with a firm (53%)
and a firm’s reputation in the industry (38%).
What this means: Referrals, both personal
and professional, are the most commonly used by
clients to find and select which staffing firms to
work with. Advertising, on the other hand, is the
least used resource by far.
Why it matters: Creating positive
experiences for clients turns them into brand
promoters and makes them proactively generate
additional leads for your staffing firm. The
importance of client experience is emphasized
when the resources over which you have
complete control are actually the least likely to
generate leads.
© 2015 CareerBuilder and Inavero
THREE IN FOUR CLIENTS TRUST REFERRALS
WHEN DETERMINING STAFFING FIRM QUALITY
21 |
78%
35%
24%
21%
21%
20%
20%
4%
0% 40% 80%
A referral from a friend or colleague
Testimonials provided by the firm from other clients
Independent, third-party awards the firm has earned
The firm’s sales rep
User-generated online reviews
Their affiliation with a respected trade association
The firm’s website
An advertisement for the firm
Trusted Sources of Information Clients Use to Determine Staffing Firm Quality
Significant Differences
• Gen Y clients are by far the most likely to trust
user-generated online reviews (37% compared
to 15% of Baby Boomers and 20% of Gen X).
What this means: Referrals are easily the
most trusted sources of information that clients
use to determine the quality of a staffing firm,
followed by testimonials about the firm provided
by other clients.
Why it matters: After initial discovery of your
firm, client referrals are also important to further
educate prospects on the kind of experience they
can expect. Having a client vouch for your brand
in the form of referrals or testimonials is the most
genuine and impactful way to generate new leads
and convince of the experience you provide.
© 2015 CareerBuilder and Inavero
32%
26%
25%
25%
20%
17%
15%
0% 20% 40%
They demonstrated they knew more about our industry than other
firms
I trusted them more than the other providers
They shared information with me that helped my company improve
our recruiting
They shared current hiring trends in my industry
They demonstrated they knew more about our company than
other firms
They presented me with credible testimonials from current clients
They were the lowest priced option we considered
Factors in Selecting Primary Staffing Firm
WHEN SELECTING A FIRM TO WORK WITH,
CLIENTS SEEK DEMONSTRATED INDUSTRY
KNOWLEDGE, NOT THE LOWEST PRICE
22 |
NPS®
11%
23%
29%
20%
25%
20%
-6%
Significant Differences
• Gen Y clients are more likely to select
the lowest priced option (21%) than
Gen X (16%) and Baby Boomers
(11%).
What this means: The most
common thing clients look for in a
staffing firm is a demonstrated
knowledge of their industry, but clients
are most satisfied when they select a
firm that helps them improve their own
recruiting.
Why it matters: Although
demonstrating industry knowledge is
important, helping to improve your
clients’ own recruiting efforts and
demonstrating you know more about
their company than the competition will
result in the highest satisfaction levels.
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
© 2015 CareerBuilder and Inavero
RECRUITERS CONTACT JOB CANDIDATES 5.5
PER WEEK, CANDIDATES MOST OFTEN
DISCOVER FIRMS VIA RECRUITER CONTACT
23 |
Most Recent Job
Search Type
Average Contacts
per Week
Overall 5.5
Industrial 4.2
Office/Clerical 4.2
Tech/IT Services 10.2
Healthcare 4.0
Professional 5.0
Senior Manager/Executive 5.1
30%
25%
14%
11%
3%
3%
0% 20% 40%
Called by a recruiter
Online advertisement
Referral from friend or coworker
Emailed by a recruiter
Traditional media advertisement
Industry event or career fair
How Candidates Initially Learn About Staffing Firms
What this means: Candidates most frequently learn about staffing firms by being called by a recruiter or from an
online advertisement. Recruiters contact job candidates quite frequently, especially in the technology/IT services field.
Why it matters: As opposed to new clients, job candidates still rely much on your recruiters and advertisements for
initial discovery of your brand. With the overwhelming number of contacts from staffing firms per week, is your candidate
experience telling a story strong enough to break through the clutter?
© 2015 CareerBuilder and Inavero
80%
39%
38%
34%
27%
26%
15%
8%
0% 40% 80%
A referral from a friend or colleague
User-generated online reviews
The firm’s website
Independent, third-party awards the firm has earned
Testimonials provided by the firm from other talent
Their affiliation with a respected trade association
The firm’s sales rep
An advertisement for the firm
Trusted Sources of Information Candidates Use to Determine Staffing Firm Quality
CANDIDATES DETERMINE STAFFING FIRM
QUALITY USING REFERRALS, NOT A FIRM’S
ADVERTISING OR SALES REPRESENTATIVES
24 |
Significant Differences
• Gen Y candidates are more likely to trust user-
generated online reviews (49%) than Gen X
(42%) and Baby Boomers (32%).
What this means: Job candidates are more
than twice as likely to trust a referral from a friend
or colleague than any other source of information
when in comes to determining the quality of a
staffing firm. Advertisements for a staffing firm are
trusted by less than one in ten candidates.
Why it matters: Your most powerful
salesperson continues to be somebody who
doesn’t work for you. Beyond the lead-generating
power of candidate referrals, online user reviews
are also trusted by job candidates and should be
readily available to showcase the unique
experience your firm can provide.
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
SOURCING CLIENTS
25 |
© 2015 CareerBuilder and Inavero
40%
27%
7%
0% 20% 40%
Personal/ professional network
Cold calling
Online job site aggregators
Staffing Employees: Most Successful Sources of New Clients
86%
77%
62%
58%
52%
52%
43%
38%
30%
17%
0% 50% 100%
Cold calling
Personal/professional network
Online job site aggregators
Local online job boards
Events/tradeshows
Company hiring sites
Associations or trade groups
Niche focused online job boards (Dice.com,
Craigslist
Online lead generation websites
Staffing Employees: Most Common Sources of New Clients
STAFFING EMPLOYEES RELY MOST ON COLD
CALLING TO SOURCE NEW CLIENTS, BUT FIND
THEIR NETWORKS THE MOST SUCCESSFUL
26 |
What this means: The two most common and
successful sources of clients are cold calling and an
employee’s personal and professional network.
Why it matters: While sourcing job candidates has
shifted more heavily to online-based network models,
sourcing new clients remains more traditional in the use
of cold calling and relying on personal/professional
networks. While online job site aggregators and job
boards are increasing in use, they have not started to
challenge the success rates of traditional methods of
sourcing.
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
HOW STAFFING FIRMS USE DATA/TECH
TO MAKE BETTER HIRING DECISIONS
27 |
© 2015 CareerBuilder and Inavero
42%
58%
83%
17%
MORE THAN FOUR IN FIVE EMPLOYEES USE AN
ATS, MORE THAN TWO IN FIVE USE AN HRIS
28 |
ATSApplicant
Tracking
System
73%
27%
Currently utilize Do NOT currently utilize
Most Common ATS Currently Used:
1. BullHorn (19%)
2. Internal Proprietary System (13%)
3. PeopleSoft (5%)
Reasons for Not Using ATS/HRIS:
1. Organization is too small
2. Don’t have control over the decision
3. Don’t have the budget
33% of staffing employees are
not comfortable using
recruitment software/technology
52% using an ATS claim that
lack of user-friendliness is
their biggest pain point
86% of staffing employees use
data to help recruit top talent
86% of staffing employees use
data to aid the sales process
What this means: A large majority of
staffing employees are using an ATS, and use
data to help recruit top talent and aid in the
sales process.
Why it matters: Using data helps many
staffing firms, especially large ones, make
better hiring decisions. Recruitment
technology such as an ATS or HRIS is
becoming increasingly important to stay
competitive, and can greatly aid in your firm’s
decision-making.HRISHuman
Resources
Information
System
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
WHAT HAPPENS WHEN A CONTRACTOR
IS A DETRACTOR?
29 |
© 2015 CareerBuilder and Inavero
CANDIDATE DETRACTORS ARE 3 TIMES MORE
LIKELY TO THINK STAFFING FIRMS HAVE
SELFISH MOTIVES
30 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
Compared to Promoters, Detractors are…
5x More likely to not take a temporary assignment in the future
3x Less likely to be proud of a temporary assignment they were placed on
3x More likely to think staffing agencies have selfish motives
2x Less likely to believe staffing firms help them get hired quicker than searching on their own
2x Less likely to believe staffing firms are a good bridge to permanent employment
What this means: When a candidate is a detractor of their staffing firm, many of their perceptions of their prospects,
the staffing industry, and temporary work in general are much more likely to be impacted in a negative way.
Why it matters: Candidate detractors of a single staffing firm are likely to become detractors of the industry as a whole
and perpetuate their negative perceptions of motives and position quality on others. Providing exceptional candidate
experience will limit the number of detractors of your brand, creating additional placement opportunities for you and leading
to a healthier industry overall.
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
REHIRING – THE UNTAPPED GOLDMINE
31 |
© 2015 CareerBuilder and Inavero
What this means: The largest percentage of staffing firms define talent being “rehired” as placing them in another
assignment within 30 days of their prior assignment ending. Surprisingly, only one in four talent are rehired, by any
definition.
Why it matters: With three in four talent not being rehired, a real opportunity exists to stay in contact with the best
placed talent since they have already been deemed worthy to place originally. Granted some talent you won’t want to place
again, for a variety of reasons, but an untapped source of talent who have already been vetted is at every firm’s fingertips.
THREE IN FOUR PLACED TALENT ARE NOT PUT
ON MORE THAN ONE ASSIGNMENT
32 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
Only 1 in 4 Placed
Talent are Rehired!
Definition of “Rehire”
44%
15%
17%
7%
0% 25% 50%
30 days
60 days
90 days
180 days
Staffing Firms define "rehire" as placing talent again within ________ after their
previous assignment
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
IMPORTANCE OF MOBILE OPTIMIZATION
33 |
© 2015 CareerBuilder and Inavero
LESS THAN HALF OF EMPLOYEES CLAIM THEIR
FIRM’S WEBSITE IS OPTIMIZED FOR MOBILE,
ONE IN FOUR HAVEN'T EVEN CHECKED
34 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
What this means: More than half of employees currently do either not have a mobile-optimized website or have never
even checked. Just over a quarter of clients report that their current mobile site navigates well.
Why it matters: Mobile optimization is becoming ever-important with the increased use of mobile devices, steadily
moving from a value added resource to a base expectation of many clients and candidates. If your firm does not have a
mobile-friendly site, or if your employees do not even know about it, you are missing potential leads and an opportunity to
better serve your clients and candidates.
48%
16%
10%
26%
0% 25% 50%
Site is mobile/tablet optimized
Site isn't currently mobile/tablet optimized, but will
be within a year
Site isn’t mobile/tablet optimized, and there are
no plans to do so
Haven’t checked to see if the site is mobile/tablet
optimized
Staffing Employees: Company's Mobile Website Optimization
28%
32%
11%
28%
0% 20% 40%
Navigates well
Navigates ok
Navigates poorly
Unsure/never tried
Staffing Employees: Company's Mobile Website Navigation
© 2015 CareerBuilder and Inavero
What this means: Only about a half of firms have a mobile optimized website despite the fact that the firms
themselves, clients and talent all think a non-mobile optimized website negatively impacts the firm’s reputation.
Why it matters: The first experience clients and talent have with your firm very well could be through their smartphone
or tablet. Is your firm making sure that experience is a positive experience, not frustrating one? Have you checked your
firm’s website on your mobile device? Smartphones and tables will only increase in popularity and utilization, be certain
your firm is prepared.
35 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
CLIENTS AND TALENT ARE MOBILE, ARE YOU?
Agree a non-mobile-ready site
negatively impacts the firm’s ability
to be competitive
Only
48%of all staffing
firms know they
have a mobile
optimized
website Perception of
company becomes
more negative if site
isn’t mobile ready
57%Clients
38%Talent
70%Staffing Firm
Employees
Even
Though
© 2015 CareerBuilder and Inavero
What this means: Rather than suffering through a non-optimal experience, three in four candidates will simply leave a
mobile website. Of those who leave, one in five will not come back, and one in ten will go to another company’s website.
Why it matters: Mobile optimization is an ever-increasing component of a job candidate’s job search. If your website is
not optimized for mobile/table use, opportunity is lost as candidates will most likely leave and may not come back in any
form. In fact, some will simply look for a competitor who does offer the quality experience they are looking for.
NEARLY THREE IN FOUR CANDIDATES WILL
LEAVE A SITE THAT IS NOT MOBILE OPTIMIZED,
ONE IN FIVE WILL NOT COME BACK
36 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
Candidates: Action Taken When a Website is Not Mobile/Tablet Optimized
Suffer through
the less than
optimal
experience
27%
Leave the Site
73%
80%
9%
11%
0% 50% 100%
Wait until I’m at a desktop or laptop computer to look at
the website
Leave the site and not return
Look for another company whose site is optimized for
mobile
Candidates: Action Taken After Leaving a Website That is Not Mobile/Tablet Optimized
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
ONLINE REVIEWS – ARE YOU READY?
37 |
© 2015 CareerBuilder and Inavero
Strategy in place 48%
Plan to have a
strategy
21%
No plans to have a strategy
32%
Staffing Employees: Online Review Strategy
What this means: Currently, less than half of employees have an online review strategy. Additionally, even when a
strategy is place, nearly half of firms do not have a strategy for encouraging positive reviews or dealing with bad reviews.
Why it matters: With the ever-increasing importance of user-generated online reviews in purchase decisions, your firm
must position itself to take full advantage. Using positive reviews as a sales tool and negative reviews as a chance to
showcase quality recovery will put your company at a great advantage over those lagging behind this movement.
ONE IN THREE STAFFING EMPLOYEES REPORT
NO STRATEGY FOR ONLINE REVIEWS AND NO
PLANS TO HAVE ONE IN THE FUTURE
38 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
83%
54%
52%
0% 50% 100%
Active “listening” to alert us of new reviews
Strategy for encouraging positive reviews from
loyal clients and placed
talent
Strategy for dealing with bad reviews
Staffing Employees: Components of Online Review Strategy
© 2015 CareerBuilder and Inavero
What this means: Half of candidates and more than a quarter of clients will actively refer others to a staffing firm they
have had a positive experience with. An additional three in five clients will also refer others if specifically asked.
Why it matters: Nine in ten job candidates and four in five clients will reward you with additional leads for creating
positive experiences during their job search. Both clients and candidates not only trust referrals as a source of information,
they are more than willing to become referrals to your brand themselves.
HALF OF JOB CANDIDATES WILL ACTIVELY
ENCOURAGE OTHERS TO USE A FIRM IF THEY
HAVE A POSITIVE EXPERIENCE
39 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
27%
57%
16% Actively encourage people to use the firm
Encourage people to use the firm, but only if you are asked
Do nothing
50%
41%
9%
Actively encourage people to use the firm
Encourage people to use the firm, but only if you are asked
Do nothing
Clients Candidates
If you have a positive experience with your primary staffing firm, which action are you likely to take?
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
PERCEPTION VS. REALITY
GAPS IN SERVICE
40 |
© 2015 CareerBuilder and Inavero
What this means: Clients actually receive much less consistency in their interactions with staffing employees then the
employees report, specifically in the areas of sharing hiring trends, competitive salaries, and a quick response to requests.
Why it matters: Internal employees are not as consistent as they believe when it comes to interacting with their clients,
which negatively impacts client satisfaction levels. In order to close this gap between perception and reality, your employees
need to recognize that a client’s definition of consistent and quality service can be much tougher to attain.
Client Relationship ActionWhat Clients
Receive
What the Field
Reports DoingGap
“Discuss current hiring trends on the types of positions had open” 54% 74% -20%
“Respond to your email and/ or voicemail requests within 2 hours” 71% 91% -20%
“Educate you on competitive salaries for your open positions” 58% 77% -19%
“The candidates’ unique qualifications were shared with me” 77% 94% -16%
“Checked in with you at least monthly throughout the assignment
on a recently placed candidate” 67% 81% -14%
LARGEST GAPS IN CLIENT SERVICE INVOLVE
DISCUSSING CURRENT HIRING TRENDS AND
RESPONDING TO REQUESTS WITHIN 2 HOURS
41 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
© 2015 CareerBuilder and Inavero
What this means: There are large differences between the consistency in services candidates feel they receive and
the services staffing employees say they provide, especially regarding feedback/coaching and job search resources.
Why it matters: Candidates do not receive consistency in many key areas of their relationship with a staffing firm, even
though employees report high consistency in many of these areas. In order to improve your candidates’ experience with
your firm, listen to their feedback and consider that your employees are most likely overly optimistic about their consistency
in interacting with their job candidates.
Candidate Relationship ActionWhat Candidates
Receive
What the Field
Reports DoingGap
“I was given feedback and coaching throughout the assignment” 30% 85% -55%
“They directed me to additional resources to help in my job search” 25% 79% -54%
“My recruiter worked to get to know me as a person” 48% 95% -47%
“They set expectations about how best to communicate with them
throughout the process” 51% 97% -46%
“Someone contacted me prior to the end of my assignment about
the upcoming transition” 47% 87% -40%
LARGEST GAPS IN CANDIDATE SERVICE
INVOLVE RECEIVING COACHING AND
ADDITIONAL RESOURCES DURING JOB SEARCH
42 |
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
© 2015 CareerBuilder and Inavero© 2015 CareerBuilder and Inavero
ADDITIONAL RESOURCES AND RESEARCH
CONTACTS
43 |
Full report, webinars and executive summaries can be found at:
www.opportunitiesinstaffing.com
Inavero Research Contact:
John Campbell
Senior Research Analyst
Inavero, Inc.
503.542.3338
CareerBuilder Research Contact:
Christie Phillips
Corporate Marketing Manager
CareerBuilder
312.698.0710