Our
NPS.

Our
Net Promoter
Score

+57
Excellent
Last updated: June 2020

What’s
NPS®?

NPS is a customer satisfaction benchmark that measures how likely our customers are to recommend us to a friend or colleague.

As part of a continued global focus on engagement we rolled out NPS in the UK in late 2018. And in 2019 we introduced NPS to the wider EMEA, APAC and Americas regions.

Consistently surveying our customers to learn about how they think of us helps us identify where, when, and how we need to improve.

In a nutshell, our NPS programme casts a spotlight on our Customer Journey to create…

Customer Loyalty.
By delivering great service we give our customers no reason to shop elsewhere.

Improvement Opportunities.
Survey feedback allows us to identify trends in our client and candidate feedback.

New business referrals.
More than 80% of happy customers are willing to provide recommendations.

Customer Loyalty.
By delivering great service we give our customers no reason to shop elsewhere.

Improvement Opportunities.
Survey feedback allows us to identify trends in our client and candidate feedback.

New business referrals.
More than 80% of happy customers are willing to provide recommendations.

How do we measure it?

NPS measures a customer’s overall advocacy to our business. Do they love us enough to recommend us to someone else? Did we impress them that much?

We simply ask…

“On a scale of 1-10 How likely are you to recommend BPS World to a friend, colleague or someone else?”

 

Artboard 42

Who are we
surveying?

To us, experience is everything. Every moment we create matters to our clients and candidates. From the very first interaction, through to assessment and selection, onboarding and aftercare.

Here’s our Customer Journey:

table

As well as asking the main NPS question, we also survey our customers around the following areas:

  • Our consultants’ knowledge of their field of expertise
  • Whether the description of the job role was accurate
  • How we prepared the candidate for interview
  • Our invoice and payment process
  • How good the customer found the entire recruitment process from start to finish

Our feedback

The majority of NPS feedback we capture comes at the Initial Contact stage, when first speaking to candidates.
But whether we put people forward for jobs or not, we want them to come away having had an excellent experience.
Of course, this extends to all stages of the funnel.
We want all of our customers to feel valued and for everyone to take away a positive impression.

 

I was treated with dignity and respect in a very professional manner.

Contract Candidate,
Initial Contact - Americas

Dondi was truly a delight to work with. It feels like the recruitment process has now been empathized/humanized. He was very proactive and helpful.

Permanent Candidate,
Initial Contact - APAC

“It was great cooperating with Vanja. She was dedicated, professional, honest and transparent and quick to respond. A refreshing change in the industry." 

Permanent Hiring Manager,
Offer stage - EMEA

Our actions

chat

We've improved our ATS usage to ensure we deliver good communication and do what we say we’re going to do.

iphone

We've given recruiters more direct client contact so candidates get better information.

like

We've made changes to our CSR structure to provide a subject matter expert experience.

Speak to our experts

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