At SThree we have a culture of asking our employees what they think of the services we provide and we ask our clients and candidates what their feeling is too. We know that it’s only by listening to them and acting on their feedback that we will improve the way we work.
Jacqueline Van Puijfelik, Senior Customer Care Consultant in SThree Amsterdam, tells us about how they are using Net Promoter Score (NPS) to improve customer experience since it was first launched 18 months ago.
“My responsibility is to call customers to ask them about their experience with SThree and any ideas for improvement. I analyse the feedback and share it with the business on a daily basis so they can follow up immediately.
We genuinely believe in taking the time to understand our customers’ experience and to quickly address any gaps. It’s also an opportunity to tailor our offering based on customers’ needs and develop further in the areas where we are good.
We need to keep asking our clients and candidates at every stage of their journey and drilling down even more to find out what we can improve on. The fun part is that we can all keep developing ourselves along the way.”
Remy Margage, Principal Recruitment Consultant in Huxley Brussels says:
“I am part of a small team overseeing NPS for the Brussels office. I’m genuinely impressed to see how much everyone cares about what our clients and candidates say about us. It's easy to listen to good feedback but even when the feedback isn't so good, people react positively and they are keen to make improvements as soon as possible.
We see all feedback as an opportunity to improve and we often speak directly to clients and candidates to understand exactly what they are not fully satisfied with. In some cases, we've discovered the issue isn't as bad as we first perceived and it has been easily rectified. Using the positive and negative feedback, we've also developed best practice training and encouraged people to apply this to their way of working.
This means we can now base business decisions on client and candidate feedback rather than our own perceptions and this can only be a positive for everyone coming into work every day to do a good job.”