The Q1 Edgelink Loyalty Index Results Are In

by EdgeLink on Apr 03, 2013 in EdgeLink Loyalty Index

We’re excited to announce that the latest results for our ELI customer and candidate survey are in! Every trimester (March, July, and November) we administer the EdgeLink Loyalty Index (ELI). ELI measures EdgeLink’s Net Promoter Score and customer service performance directly from the customers and candidates we work with everyday. The candid, honest feedback we receive each quarter serves as the bedrock for continuously improving our service quality.

WHAT DID OUR CANDIDATES HAVE TO SAY?

Question: On a scale from 0 – 10, how likely are you to recommend EdgeLink to a friend or colleague?

Here is how our candidates responded:

Average score of 8.9
72.5% rated EdgeLink’s service as a 9 or 10 (IT Staffing industry at large averages a score of 48% for candidates)
20.3% rated EdgeLink’s service as a 7 or 8
Overall Net Promoter Score of 65.2%

A look at a few candidate comments:

“They demonstrate that they seek the job that is best for me. That is much appreciated.”

“Great customer service! I have had real positive experiences in working with everyone there!”

“Friendly knowledgeable placement specialists, excellent communications, initial contact w/position and requirements easy to determine.”

WHAT DID OUR CLIENTS THINK?

Question: On a scale from 0 – 10, how likely are you to recommend EdgeLink to a friend or colleague?

Here is how our clients responded:

Average score of 8.9
70% rated EdgeLink’s service as a 9 or 10 (IT Staffing industry at large averages a score of 39% for clients)
23.3% rated EdgeLink’s service as a 7 or 8
Overall Net Promoter Score of 63.3%

A look at a few client comments:

“I like how well you understand our needs. Communication is respectful and the candidates are generally well vetted and people we want to talk with.”

“I was provided qualified candidates quickly. They also made sure that they understood exactly what I wanted in a candidate.”

“They clearly understood our needs and didn’t waste our time with unqualified candidates.”

WHAT IS ELI?

At EdgeLink, we are not satisfied unless our customers and candidates are satisfied. In order to find out how we are doing and to gain ideas for improving our technology staffing and recruitment services for our clients and candidates, we are committed to a quarterly customer service survey that we call “ELI” (EdgeLink Loyalty Index). This survey enlightens us to our customers’ and candidates’ opinions; and compares us to other staffing firms throughout the country.

Managed through the Inavero Institute for Service Research, feedback is collected using Net Promoter Survey®, safely stored and tabulated into actionable reports on our clients’ and candidates’ satisfaction with comparison benchmarks. Truth be told; ELi has become the foundation for EdgeLink’s continual improvement and customer satisfaction.

GET IN ON THE ACTION

Interested in participating in our next quarterly survey? Send us an e-mail and we will gladly add you to our list. For more information about survey results, please contact our Portland office at 503-246-3989 or our Denver office at 303-953-4374.