Goals

• Increase collection of feedback to track satisfaction sentiment
• Identify concerning items and/or potential opportunities

Example

Breakdown:

• Consistent feedback measurement for all recipients (Candidates, Clients, Internal Teams)
• Automated feedback surveys at pre-set cadence
• Typically sent from organization at timely moments
•  

Best Practice:

• Use a two-pronged approach
  • A dedicated NPS Journey 
  • Branched survey questions in existing Journeys

TYPICAL SETUP REQUIREMENTS

What information needs to be included?

• General info of whom/what the feedback is regarding
• Placement/Job info if applicable 
• Sense NPS Survey Question
  • “How likely are you to recommend XX to a colleague or friend” (scale: 0-10)

When should the messages be sent?

• Any relevant stage of the life cycle
• Typically sent 
  • Recurring Quarterly/Semi-Annually 
  • Shortly after significant event (e.g. Start Date, End Date)

How do we identify the right audience?

• People whom are likely to give feedback at significant times
  • Typical rules: 
    • New / Past Placements
    • New / Past Clients
    • New Employees

MEASURES OF SUCCESS

Sense Analytics

• Sense native NPS Section 
  • (Analytics Tab > NPS)

Agency Impact

• NPS scoring comparison across industry
• Reduced Turnover / Increased Conversions (Referrals, Retention, Prospect-to-Clients)

*Dependent on Agency Priorities / KPIs

ADDITIONAL TACTICS

Additional Value Strategies

• Conditional Follow-up
  • Use ‘Branched’ questions and follow up messages to capitalize on use-cases conditional to the recipients NPS score
  • Referrals, Reviews (Glassdoor, Google, etc), and Redeployment

• Alert Emails
  • Bring attention to opportunities and/or items of concern

• NPS from different perspectives
  • Leverage position to gain perspective unique feedback
    • Candidate sentiment about Agency
    • Client sentiment about Agency
    • Candidate sentiment about Client
    • Internal Employees about Agency

Related Playbooks

• Welcome
• On Assignment

Things to look out for

• Feedback from non-ideal recipients
  • While we want genuine feedback, we can also be mindful about who we ask for feedback and when (e.g. talent recently put on assignment vs talent recently rejected)

• Follow up with all feedback
  • Following up with both the good and bad feedback proves that you’re listening and instills a sense of trust