As businesses around the world compete to stay ahead of their competitors, it’s increasingly important for employers to get insights into how they can improve customer satisfaction and employee engagement. That's why Adecco Canada is proud to present its 2023 Annual Survey - designed to measure your Net Promoter Score (NPS) and identify areas where we can make improvements within our company. By taking a few moments of your time, you'll be providing us with valuable data that will help shape our strategies as an employer in years to come. In this blog post, we'll explore what the NPS survey could mean for Employers in 2023 by looking at its potential benefits and value proposition. So let's dive right in!
What is the Net Promoter Score (NPS)?
The Net Promoter Score (NPS) is a popular metric used by many companies, including Adecco, to measure customer satisfaction and loyalty. The NPS score is obtained by conducting an NPS survey, in which customers are asked one simple question: "How likely are you to recommend our company to a friend or colleague?" Customers rate the likelihood from 0 to 10, and their responses are categorized into three groups: Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. This benchmark provides businesses with insight into their customer retention and potential for growth. By consistently monitoring and improving their NPS score, companies like Adecco can ensure that they are providing the best possible customer experience and building long-lasting relationships with their clients.
How is NPS calculated?
To calculate our NPS score, we send out a simple survey via email. Last year, our survey went out to 1.4 million customers worldwide! This year, in Canada, over 2500 recipients will receive the survey and we will simply ask:
How likely are you to recommend Adecco to one of your professional contacts who is looking for a recruitment partner?
In response, our customers are prompted to give a rating between 0 (not at all likely) and 10 (extremely likely).
If they select 9 or 10, they are a…
Promoter:
Those who respond with a score of 9 or 10 are loyal and enthusiastic customers who would recommend us. It’s our goal to make every Adecco customer a Promoter!
If they select a 7 or 8, they are…
Passive:
Those who respond with a score of 7 or 8 are satisfied with the service but not happy enough to be considered promoters or as likely to recommend us.
Passive answers do NOT contribute to the NPS equation. 7 or 8 may sound good, but to us, if our services aren’t a 9 or a 10 in your books, we’re not doing our job well enough!
If they select a 6 or below, they are a…
Detractor:
Those who respond with a score of 0 to 6 are typically unhappy customers who are unlikely to recommend us and may even discourage others from doing so.
The NPS equation
The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. As mentioned earlier, Passives are omitted from the equation and don’t count toward the final score.
For example, a company with 60% Promoters, 30% Passives and 10% Detractors would have an NPS score of 50 (60-10=50).
Why does NPS matter?
As a top player in the outsourcing industry, Adecco understands the importance of putting their customers first. We believe in the power of customer centricity and strive to deliver WOW experiences at every turn. This is where Net Promoter Score (NPS) comes into play. By tracking our NPS, Adecco can measure how likely our customers are to recommend our services to others. This not only helps us gauge customer satisfaction but also helps attract new business through referrals. Additionally, sustainable business practices are at the forefront of Adecco's values, and NPS plays a role in achieving this. By creating satisfied customers who continue to use Adecco's services, we can maintain a sustainable and profitable business model. In short, NPS matters for Adecco because it is a crucial tool in creating happy customers, attracting new business, and promoting sustainability.
What can I expect from Adecco’s 2023 NPS Survey?
Keep an eye on your inbox! On September 11, 2023, you can expect to receive Adecco Canada’s Annual NPS Survey via email.
The survey should only take 5 minutes of your time and you can choose whether you want to keep your feedback anonymous or not.
The survey closes on October 1, 2023, so if you don’t fill out the survey in the first week, you may receive a second reminder email.
Please accept our sincere THANK YOU in advance for your participation!
Your feedback is vital to our continuous improvement – we appreciate your time.