Kforce Leverages ClearlyRated's Net Promoter® Score to Improve the Candidate Experience
Tampa, FL— November 1, 2018 – Kforce has leveraged ClearlyRated’s Net Promoter® Score (NPS) tool to increase transparency and actionable insights to the candidate experience. The program has been implemented to improve the measurement of satisfaction for Kforce’s more than 36,000 consultants placed on assignment each year.
“Each team member has a direct effect on the reputation that our brand has in the marketplace,” says Shari Locascio, Kforce Director of Consultant Care. “We needed a way to help them realize that they were either helping to make our reputation better or worse.”
Since Kforce began measuring NPS from placed consultants in 2016, overall NPS has grown to 62 percent in 2018, compared to the approximately 24 percent in the staffing industry. As a result, Kforce has been named a Best of Staffing® firm for Talent satisfaction for three consecutive years.
Feedback from consultants is used as a diagnostic tool to drive investments and to personally resolve negative experiences for each individual consultant. This has become essential in a labor market where 58 percent of candidates with a prior negative impression of the hiring organization said they would not apply again in the future.
One Kforce Consultant said, “My Kforce associate helped me find a life-changing role that's developed me as person in ways I didn't imagine. She is always staying in touch with me while I'm working my assignment, and we've built a tremendous relationship. She excels at what she does, and I'm always grateful for the helping hand she lends.”
“Kforce is a shining example of what’s possible when a team comes together to create a world-class experience for the consultants they serve. By transforming their Net Promoter® Score initiative into a key influencer of firm growth, Kforce sets the pace in the staffing industry for what it means to invest in (and see a return on) the candidate experience,” said Eric Gregg, CEO and Founder of ClearlyRated.
NPS methodology was developed nearly two decades ago by Fred Reichheld, Satmetrix and Bain Consulting and is based on the fundamental perspective that every company's customers can be divided into three categories. Promoters are loyal enthusiasts who keep buying from a company and urge their friends to do the same. Passives are satisfied but unenthusiastic customers who can be easily converted by the competition. Detractors are unhappy customers trapped in a bad relationship.
A newly released case study is available on ClearlyRated’s website for more information on the partnership.
Kforce (Nasdaq: KFRC) is a professional staffing services and solutions firm that specializes in the areas of Technology and Finance & Accounting. Each year, our network of over 50 offices and two national recruiting centers provides opportunities for 36,000 highly skilled professionals who work with over 4,000 clients, including 70% of the Fortune 100.
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Kimberly Bird - Director, Communications & PR