2010 best of staffing exec summary

EXECUTIVE SUMMARY

COPYRIGHT © 2010 INAVERO ALL RIGHTS RESERVED. NET PROMOTER, NPS, AND NET PROMOTER SCORE ARE TRADEMARKS OF SATMETRIX SYSTEMS, INC., BAIN & COMPANY, AND FRED REICHHELD

From the Publisher

Inavero’s vision is to provide meaningful feedback and resources to staffing firms based on research to dramatically improve the level of satisfaction for those who work for or with staffing firms. Three years ago, Inavero launched its first client satisfaction study exclusively for the staffing industry. The evolution of this study and the positive, comprehensive impact it has had on the client experience is the ultimate inspiration for the Best of Staffing™ competition and award.

There are thousands of unique staffing firms in the U.S. Differentiating between the industry’s leaders and its laggards can be a daunting task. The Best of Staffing award for client satisfaction provides an independent, 3rd party validation recognizing staffing firms that have truly proven satisfaction levels far beyond industry norms. More than 2.5 million Americans are put to work daily with the help of staffing and recruiting firms, according to research provided by the American Staffing Association. The $86 billion staffing industry is a fundamental component of overall U.S. employment. It’s imperative we hold the staffing industry to the highest performance standards and recognize those firms who are distinguished.

The survey process - Inavero delivered web links to more than 60,000 staffing industry clients who were asked to complete a short, three-question survey about their experiences with their staffing firm. Nearly 17,000 responses were analyzed utilizing the Net Promoter Score® methodology made famous by client loyalty author and former Bain consultant, Fred Reicheld. A single question, “how likely is it that you would recommend this firm to a friend or colleague?” is at the core of this methodology.

The result – The 2010 Best of Staffing list representing 47 staffing brands that you can trust to deliver extraordinary client service. These firms scored significantly higher than the industry average. Nearly 75% of clients who use firms that are listed on the 2010 Best of Staffing list rate their willingness to recommend that firm a 9 or 10 out of 10. This is truly remarkable compared to the overall industry benchmark of 55%. Additionally, Best of Staffing winners achieved a 69% Net Promoter Score (NPS), compared to the NPS benchmark of 41% for staffing industry.

Finally, I would like to thank our presenting sponsor, CareerBuilder, for their support, guidance and industry leadership. Our partnership has strengthened Best of Staffing and widened its scope tremendously. CareerBuilder’s dedication to the staffing and recruiting industry is reinforced in the assistance they provide to their clients, partners and communities on a daily basis.

It is my sincere hope that you will find the Best of Staffing list to be a useful guide and indicator of high-quality client service for the staffing and recruiting industry. My team and I look forward to continuing our work to help the industry grow through measurement and improvement of the client and job candidate experience.

Sincerely,

Eric A. Gregg, MBAFounder, Inavero Institute

¹Net Promoter Score is calculated as: % Promoters (9 or 10 on a 10 point scale)- % Detractors (0-6 on a 10 point scale)COPYRIGHT © 2010 INAVERO ALL RIGHTS RESERVED. NET PROMOTER, NPS, AND NET PROMOTER SCORE ARE TRADEMARKS OF SATMETRIX SYSTEMS, INC., BAIN & COMPANY, AND FRED REICHHELD

2010 Best of Staffing ListShowcasing Staffing Firms Who Have Proven

Exceptional Client Service

The following staffing firms have achieved Inavero’s Best of Staffing designation for client satisfaction levels by more than 22% than the industry average.

52 LimitedAdams & AssociatesADD StaffingThe Advanced Group of CompaniesAllegiance Staffing*AquentAttack! Berks & Beyond Employment Services, Inc.CompHealth Allied StaffingCompHealth Locum TenensDelta Locum TenensDevon & DevonEdgeLinkEmployment PlusEmployment TrendsExpress Employment ProfessionalsGDH ConsultingHelpmates Financial StaffingHelpmates Staffing ServicesHire DynamicsHiring PartnersHudsonInfinity Consulting SolutionsInstant TechnologyInsurance Relief

Inteligente Solutions, Inc.JustinBradleyKelly Services, Inc.Labor FindersLofton Staffing Mee Derby & CompanyMonroe Staffing ServicesNational ProSourceNovotusOffice TeamThe Plus Group, Inc.PRN Specialty ServicesPrideStaff Professional Staffing Group Robert Half Finance & AccountingRobert Half TechnologyRx reliefSOS Staffing ServicesSuperior Search & StaffingThat’s Good HR, Inc.TopSourceTRC Staffing Services, Inc.Weatherby LocumsZeroChaos

*Charlotte, NC, Dallas, TX, El Paso TX, Houston, TX, Nashville, TN

2010 Best of Staffing Highlights Staffing Industry

Percentage of 9s and 10s 74% 55%

Net Promoter Score 69% 41%

presents in partnership with


Whenever I call, I receive celebrity service; no matter how small the request. The responsiveness and professionalism of their firm is without rival in this industry.

Regional Law Firm

Nearly 17,000 clients of staffing and recruiting firms have spoken. Anyone involved with the staffing and recruiting industry can learn from what has been said. The firms who made the 2010 Best of Staffing list stand head and shoulders above the rest of the industry. This distinction is evident in the scores they received from their clients. The trends identified among the firms on this list provide invaluable information in creating successful staffing and recruiting partnerships. The 2010 Best of Staffing firms have committed to providing their clients with five best practices. Based on the thousands of comments and suggestions provided by clients, countless opportunities have been identified, but here are the five lessons that stand out.

Lesson 1: Expect immediate and honest communication

Nobody should expect their staffing firm to get it right 100% of the time. But, forthrightness in every occasion that affects your organization should be expected. Best of Staffing award winners consistently instill the importance of candor in their staff. This openness ultimately helps improve client satisfaction and retention.

It is important to staffing firms that you view them as a trusted advisor and resource. Trust is often earned during the difficult times. Anyone can be trustworthy when things are going well, but you should be able to count on experiencing the same level of trust and openness when things go wrong.

Lesson 2: Expect and retain a staffing and recruiting partner (not a vendor)

Staffing industry research conducted by Inavero, has shown that a client who views their staffing or recruiting firm as a strategic partner will rate their overall satisfaction

higher. Most staffing firms report a focus on long-term partnerships with clients, but the Best of Staffing award winners for client satisfaction live it on a daily basis. As a client, you should expect nothing less.

Staffing firms and their clients have a vested interest in building relationships that result in mutual success. Loyalty is a two-way street, and staffing firms have to prove that they are in it for the long haul. Pointing out what may not be in their immediate best interests, or walking away from an assignment that can be better filled through a different firm are two of many ways that staffing firms can demonstration putting themselves on the line to best service your account.

For clients, a healthy partnership comes by giving staffing and recruiting firms the framework and access they need to succeed. Allowing (and perhaps even requiring) on-site visits and interviews with your key account manager at your staffing firm is a great way to build mutual understanding. Partners know and trust each other – you can’t have one without the other.

[The reasons we rate the firm so highly is] their ability to be a true business partners

not just a supplier of people.National Retailer

Lesson 3: Empower strategic solutions from staffing firms, not just order-filling

No staffing firm, in fact no professional service firm anywhere wants to be seen as a commodity in the eyes of their clients. It is a constant challenge to avoid such a fate.

The Best of Staffing award winners bring more to the table than just sourcing and placing talent. List makers bring unique knowledge of their clients’ industry, job placements, and the organization in which they are placed. You deserve this level of expertise, and staffing firms deserve the opportunity to put their breadth of understanding to use in a way that benefits your organization. Demand and empower strategic solutions to your organization’s staffing needs. Select firms who can bring the creative ideas and expertise that create a competitive advantage for you in the talent you utilize.

[The staffing firm] is so connected within our market and our industry and they are a phenomenal resource to me.

National Technology Manufacturer

Lesson 4: Make sure candidates fit your organizational culture

Inavero’s survey also found that in addition to technical fit, clients feel that cultural fit is equally as important in successful candidate placements. However, in most cases, staffing and recruiting firms place a disproportionate emphasis on skills testing and capabilities. Candidates who are well suited for the client’s unique culture, are more likely to complete an assignment or transition smoothly from a new hire to a functioning member of your team.

The Best of Staffing survey highlighted countless times when award winners were applauded for getting to know their clients organization, and also for understanding their corporate culture.

A considerable investment of time is necessary to truly understand both the technical and non-technical skills required to succeed in a position. It’s important to recognize and value the Best of Staffing winner’s focus to understanding your organizational culture and making it a focal point in their placement strategy.

The people I have worked with always put in the effort to find physicians that "fit" with our practice. They have been equally

as adept at serving us when the doctor has not been a good fit.

Midwest Health Clinic

Lesson 5: Expect exceptional account management from your staffing firm

Each of the four prior lessons are encompassed in the fifth lesson – consistent, reliable and exceptional staff working with you. As a client, you should feel completely comfortable with the key account manager

within each staffing firm that you work with. How long has your account manager been in staffing and recruiting? How well do they know your industry or sector?

If you aren’t completely comfortable with how your account is being handled, look for changes within your staffing partner before looking elsewhere. Inavero found that many times, a simple change in account management can lead to a significant increase in your satisfaction with your staffing partner.

Like in each of the other areas, those earning the 2010 Best of Staffing distinction excel in retention of internal staff. Throughout the thousands of survey responses, the stars of these firms rose to the surface time and again. They were mentioned by name as one of (and often the primary) reason that clients rated their loyalty to partner staffing firms so high.

Cynthia goes above and beyond expectations, and keeps close contact

with us for assurance. We really appreciate her commitment to our

organization’s success.Regional Facilities Management Company

Living the lessons

Both staffing firms and their clients have a responsibility to make the relationship successful. The 2010 Best of Staffing award winners display the best practices that truly set them apart from the rest of the industry through their extraordinary level of client satisfaction. The secret to a successful staffing relationship does not call for rocket science, but it does require tremendous commitment by both the staffing firm and your organization.

Give the staffing firms you utilize the guidance that they need to be successful, but, also, hold them accountable for delivering exceptional, strategic, customized service in the field of staffing and recruiting.

COPYRIGHT © 2010 INAVERO ALL RIGHTS RESERVED. NET PROMOTER, NPS, AND NET PROMOTER SCORE ARE TRADEMARKS OF SATMETRIX SYSTEMS, INC., BAIN &

COMPANY, AND FRED REICHHELD

Inavero Inavero designs and manages satisfaction surveys for a global list of clients in more than 15 countries, with 5 different languages represented. Inavero’s custom created technology platform gathers and reports staffing firm client and candidate satisfaction information through quick online surveys. Satisfaction feedback from more than 100,000 accounting, legal, and staffing firm clients and job candidates is analyzed by Inavero’s team. Inavero’s client feedback system protects more than $4.3 billion in professional service firm annual revenue.

For more information contact Inavero at 1-800-921-2640 or e-mail [email protected]

www.inavero.com | www.bestofstaffing.com


2010 best of staffing exec summary

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