9/28/2016 © 2015 CareerBuilder

Presented by: Chris Gustafson, Senior Sales Manager

Beyond The Numbers: Strategic Insights From The 2016

Staffing Advantage Report

2

About the research

3,918 Job Candidates

• 39% currently on an assignment through a staffing firm

• 67% actively looking for a new job

• 52% in Clerical/IT/Finance

1,125 Employers

• Independent online panel and CareerBuilder database

• 62% > 250 employees

• 47% hire in Healthcare/Industrial/Professional ServicesImage: © Dreamstime.com Image: © Dreamstime.com

Staffing Firm

578 Staffing Employees

• 62% are temp or permanent placement recruiters

• 70% > 25 branch locations

• Industrial/Clerical/IT are most common types of staffed positions

Image: © Pixabay

The Present State of the Industry and Key Opportunities

STAFFING:

A WINNING INDUSTRY

4

Winter Isn’t Coming – At Least Not Yet…

-25

-20

-15

-10

-5

0

5

10

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Year-

to-Y

ear

Perc

ent

Change in A

SA W

eekly

Index

Year-to-Year Change in ASA's Weekly Employment Index(4 Week Trailing Average)

2008 2015 2016

5

The Story of our Industry Growth – A Matter of Perspective

1,800

2,000

2,200

2,400

2,600

2,800

3,000

Jan2010

Jan2011

Jan2012

Jan2013

Jan2014

Jan2015

Jan2016

BLS Temporary Help Employment Estimates

1,800

2,000

2,200

2,400

2,600

2,800

3,000

Jun2015

Jul2015

Aug2015

Sep2015

Oct2015

Nov2015

Dec2015

Jan2016

Feb2016

Mar2016

Apr2016

May2016

Jun2016

Essentially Flat for Past 12 Months

6

And if it feels

slow…. that’s

because it is.

7

What keeps staffing firm executives up at night?

75%

47%

45%

33%

32%

29%

24%

Access to high quality,placeable talent

Rising costs

Increasedcompetition/number of

competitors

Internal staffturnover/attrition

Government regulations

Health care issues (ACA)

A weakening US economy

8

Where is the Focus? 87%

78%

50%

46%

41%

39%

37%

33%

New account/client acquisition

Growing existing accounts

Improving our client’s experience with us

Improving our candidate’s experience with us

Streamlining/simplifying processes

Improving retention/rehire rate ofplaced talent

Investing in new technology

Expanding reach/growth intoother geographies

Keys to Attraction, Retention & Rehire

WINNING THE WAR FOR TALENT

10

Building trust is key to attracting talent to your firm

Used a staffing

firm21%

Didn't use a

staffing firm79%

Staffing Firm Usage by Job Candidates

TRUST

Recruiters (14%)

Advertising(12%)

Testimonials (27%)

Referrals (76%)

Past Experiences (59%)

Firm’s Website (41%)

Online Reviews (37%)

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1. More flexibility

2. Increased variety

3. Better earning potential

Why talent work for staffing firms

Temporary by Need

24%

Temporary by Choice

76%

Primary Reason for Seeking Temporary Employment

12

It’s a talent-driven market…doesn’t mean the talent isn’t stressed

1. More than half of full-time employed expect to change companies within 12 months.

2. One in 4 are weighing multiple, interesting opportunities,

3. Yet, Nearly half are stressed about their job search.

13

Temporary assignments considered viable, but hard for firms to differentiate

47%Think firms are good bridge to permanent

employment

36%Think all firms are mostly the same

Would consider taking temporary

assignment

69%

14

How the staffing industry measures service quality A Net Promoter Score (NPS®) is an easily

understandable metric based on likelihood to recommend using a company, product or service to a

friend or colleague

Staffing firms see a direct correlation between: Net Promoter Score, retention, & referrals.

Is a Net Promoter Score?

WHAT

Use a Net Promoter Score?

WHY

HOW

Is Net Promoter Score calculated?

0 1 2 3 4 5 6 7 8 9 10

Detractors PromotersPassives

% Promoters % Detractors NPS

Promoters: Your firm’s strongest allies; most likely to promote your firm to others

Detractors: At risk of leaving your firm

Net Promoter Score®

® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

15

So what’s a good NPS?

>70% (Worldclass)

>50% (Exceptional)

30% (Average)

0% (Bad)

62%

10%

54%

14%

35%

-1%

84%

-13%

66%

19%

11%

78%

55%

29%

75%

16

Client satisfaction recovers (slightly) from 2015 low

56%

47%50%

39%35%

32%

27%

29%

15% 14%20%

21%

27%24%

30%

25%

41%

33% 30%

18%

8% 8%

-3%4%

-20%

0%

20%

40%

60%

2009 2010 2011 2012 2013 2014 2015 2016

Clients: Likelihood to Recommend Working with Primary Staffing Firm

Promoters Detractors Net Promoter Score®

4%

50%68%

Staffing Industry Best of Staffing Minimum Best of Staffing Winners

17

The candidate experience remains mediocre, with slight declines

-48% -48%

-33% -34%-26% -25% -27% -30%

19% 16%

28% 30% 33%

22% 24% 21%

-60%

-40%

-20%

0%

20%

40%

2009 2010 2011 2012 2013 2014 2015 2016

Candidates: Likelihood to Recommend Working with Primary Staffing Firm

Applicant NPS® Placed Candidate NPS®

21%50%

65%

Staffing Industry Best of Staffing Minimum Best of Staffing Winners

18

Loyalty (NPS) decays over the span of an assignment

30%

19%

14%

6%

1 month or less 2-6 months More than 6 months End of Assignment

Length of Time on Assignment

19

Mistakes aren’t the issue – it’s the recovery (or lack thereof)!

Resolved 38%

Unresolved 62%

‘Very Satisfied’ with Speed of Recovery: 32%

‘Very Satisfied’ with Outcome of Recovery: 24%

38%

38%

34%

22%

4%

Told everyone I knowabout the issue

Left the assignment

Quit working with thestaffing firm

Discouraged othersfrom using the firm

Left a negative review(Glassdoor, etc.)

Keys to World-Class Selling and Service Delivery

WINNING BUSINESS

21

Referrals are King for Client Acquisition – but is Your Online Reputation Where it Should Be?

51%

31%

30%

29%

28%

27%

24%

23%

16%

13%

9%

8%

7%

5%

0% 50%

Professionalnetworkreferral

Firm’sreputa onwithintheindustry

Staffingfirm’swebsite

Searchedforthestaffingfirmonline

Hiredfirmatapreviousjob

Onlinereviews

Personalnetworkreferral

Proac verecommenda on

Workedwithfirmonpersonaljobsearch

Firm'ssalesrep

Socialmedia

Onlineads

Industrytradeshowsandevents

Tradi onalmediaads

ResourcesUsedtoFindandSelectPrimaryStaffingFirm

62%Still Vet Your Firm Online:

40% Staffing firm’s website

37% Online reviews

35% Online search

11% Social Media

22

81% work with

more than 1 staffing firm

Share of Wallet – The Untapped Growth Engine for Your Firm

59% Better access to qualified talent

59% If one firm can’t fill order, another probably can

45% Broader industry experience

Top Reasons for Working with More than One Firm

23

Maximizing the Satisfaction of Staffing Industry Clients

Ask questions to clarify the needs of the position

Follow up on your requests or issues within 24 hours

Set realistic expectations about any potential open positions

Pre-Submission

+84%

+57%

+56%

Candidates submitted were a good culture fit

Candidates submitted matched the position’s specifications

Candidate’s unique qualifications were shared

Submission

+65%

+61%

+59%

Checked in at least monthly throughout the assignment

Resolved any issues of the placed talent within 24 hours

Debriefed on placed talent’s performance at end of assignment

Post-Placement

+62%

+60%

+55%

Impacting Satisfaction Throughout the Process

Gap between NPS when action occurs versus NPS when action does not occur

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Really Good Recruiters are Proactive, Skilled & Responsive

• Be extremely responsive

• Provide multiple candidates to choose from

• Be proactive

• Find talent they can’t find

• Be trustworthy

• Be slow to respond

• Be aggressive with your suggestions

• Misrepresent your talent

• Underemphasize industry-specific trends

• Underemphasize culture fit

Where the Industry is Investing and Why

WINNING THE TECH ARMS RACE

26

18% 48% 33%

Where is your firm in the staffing industry technology race?

Ahead of Competition

On Par with Competition

Behind Competition

84% Believe it hurts their business

96%Believe it helps their business

27

Technology investment is expected to continue increase in 2017

67%

61%

50%

27%

21%

Missed revenue opportunities

Losing out on high qualitytalent

Less efficient than other firms

Losing accounts

Competitive disadvantage

Negative Impact of Lagging the Industry in Technology

100%0%73% Increased Investment Vs. 5 Years Ago

99% Expect Same or Increased Investment in 2017

47%

42%

32%

31%

31%

17%

17%

28%

17%

11%

Improved recruiter efficiency

Candidate searchimprovements

Mobile optimization

Talent Communities/Networks

Job boards

Currently Investing Investing in Next 12 Months

Most Popular Areas of Technology Investment

28

1 in 5 Clients Believe our Industry is ‘Behind the Times’ on Technology

90%Think it’s important for

their staffing firm to have the most up-to-

date technology

74%Think up-to-date

technology differentiates a

staffing firm

29

Up-to-date technology is viewed as critical by job candidates

Only 9%Think the staffing

industry technology use is ahead of the times

• Outdated website

• Lacking mobile integration

• Lack of communication through technology

Behind the Times Tech

92%Think it’s important for

their staffing firm to have the most up-to-

date technology

30

Technology empowers candidates in the process, but only if the human element isn’t lost

Average job candidate uses 16different resources, during the job search

• Overall process has improved

• Applications are easier to complete

• Mobile applications have improved

• Automated job alerts improved

• Responsiveness has declined

• Negative decline in human interaction

• Applications have gotten longer

31

Talent are always ‘on’ and your engagement with them needs to reflect that

Just Applied for a Killer Job!

85%

67%

65%

42%

28%

5%

Search for a job

Applied to a job

Responded to emails about a job I wasinterested in

Corresponded via text message withsomeone about a potential job

Submitted a timecard

Other (please specify):

Activities Talent EXPECT to be Able to do Via Mobile

32

Smartphone Addiction Adoption Near 100% - Now its About Function

62%

60%

57%

46%

45%

39%

34%

0% 40% 80%

ViewopenjobssimilartotheonesIhaveopen

Requestrecruiter/accountmanagercontact

Checkonthestatusofopenorders

Locatethebranchnearesttome

Getanideaoftheratestheycharge

Learnmoreaboutthefirm’sindustryexper se

Learnmoreabouthiringtrends/bestprac ces

Ac vi esClientsEXPECTtobeabletodoViaMobileonStaffingFirmWebsites

33

Its not our strategy, its our execution.

What the Brand

Promises

What the Field Delivers

1.Information

2.Visibility

3.Accountability

But this is Your Brand

BlendIT STAFFING

This is Your Logo

© 2015 CareerBuilder

Thank you!