inavero client loyalty survey comparison results 2006 2009

1

Survey Statistics

Inavero Client Loyalty Survey Comparison Results: 2006-2009

November 17, 2009

• Total Responses:• 2006: 333 of 1,898 (17.5%)• 2007: 1,764 of 9,383 (18.8%)• 2008: 1,824 of 10,793 (16.7%) • 2009: 1,984 of 9,143 (21.7%)

• Survey Population: Express Employment Professionals Clients

Express Employment Professionals International Headquarters8516 NW Expressway

Oklahoma City, OK 73162(800) 652-6400

Survey Information

• Express Employment Professionals has worked with the Inavero Research Institute, a leading expert in the design and interpretation of efficient and actionable client and employee feedback research, to collect and analyze feedback from Express’ client base. Inavero specializes in surveying the staffing industry.

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Express vs. Staffing Industry Ratings

November 17, 2009, Inavero Client Loyalty Survey Comparison Results

Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006

Quality of Service 8.3 8.3 7.4 7.7 7.7 7.5 7.6 7.5

Quality of Associates 7.3 7.7 7.2 7.0 7.6 7.4 7.6 7.4

Quality of Relationships 8.9 8.7 7.7 8.3 8.1 7.8 7.8 7.8

Timeliness 8.9 8.5 7.5 8.1 8.3 7.8 7.8 7.8

Information Management 7.9 8.0 7.6 7.3 8.0 7.7 7.6 7.6

Perceived Value 7.6 7.5 7.0 7.0 7.5 7.4 7.5 7.4

Client Loyalty 8.5 8.4 7.3 7.9 8.1 7.8 7.7 7.7

Survey Summary

Express client survey respondents were asked to rate Express Employment Professionals on a scale of 1 to 10, with 10 being the highest. The table below shows how Express performed versus the staffing industry during the past three years (2006, 2007, 2008, and 2009).

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Express vs. Staffing Industry Ratings: Graphical Results


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Methodology


Survey Statistics

• 2009 Response Rate: 21.7% (2008: 16.7%; 5% increase)

• Participation: Total participating offices decreased by 40.5%.

• Validity: This study is valid at a 95% confidence level, +/- 4.9%.

Zone

2009 2008 2007 2006

Participating Franchises

Clients Surveyed


Clients Surveyed


Clients Surveyed


Clients Surveyed

Central 10 175 31 337 24 315 32 60

East Central 15 603 27 407 13 158 35 76

Northeast 4 43 6 60 7 145 11 37

South 7 169 21 336 19 364 33 68

West 39 994 41 684 34 782 27 92

TOTALS 75 1984 126 1824 97 1764 138 333

Beginning in 2006, Express franchisees have voluntarily chosen to participate in this survey. Each year the client base grows, but the number of participating franchises has been inconsistent. Although our 2009 results had the lowest number of participating franchises, the number of clients survey is higher than ever.

5

Demographics


Approximately how many full-time employees does your organization currently have on the payroll at your location?

1,000 or more

100 to 249

10 to 24

250 to 999

25 to 99

50 to 99

Less than 10

6November 17, 2009, Inavero Client Loyalty Survey Comparison Results

Demographics

Approximately how many temporary employees did your organization utilize during the past 12 months at your location?

1,000 or more

100 to 249

15 to 29

250 to 999

30 to 49

50 to 99

Less than 5

5 to 14

7November 17, 2009, Inavero Client Loyalty Survey Comparison Results

Which of the following best represents your company’s primary industry?

Agriculture

Banking/Finance

Distribution/Wholesale

Education

Entertainment/Recreation

Health Care

Manufacturing

High Technology/Bioscience

Professional Services

Retail

Transportation/Warehousing

Demographics

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Demographics


Assistant

C-Level

Director

Manager

Other

Partner/Owner

President/CEO

Vice President

Which of the following best represents your level in the company?

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Reputation


The decision criteria remains essentially unchanged for staffing firm clients – reputation matters most.

Of the items below, please rank your top 3 in terms of their importance in your decision to select your primary staffing firm?

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Social Media


Just over 1 in 5 clients currently use social media for recruiting purposes.

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Staffing Firms Pros & Cons


Pros

Cons

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Brand Awareness


Brand awareness of staffing and recruiting firms remains low, overall.

• No single firm is “top of mind” (first brand named) with more than 6% of the client population.

• Nearly 30% of clients can’t name a single firm other than the one they are currently working with.

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Quality of Service


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006


Franchise Action Items

Questions Score Category Express 2009 Industry 2009

My contacts at Express are quick to solve problems if they occur.

Average Score: 8.9 8.0

Excellent Scores (9-10): 68.9% 44.4%

Satisfied Scores (7-8): 25.1% 38.8%

At-Risk Scores (3-6): 5.4% 15.0%

Service Failure Scores (0-2): 0.6% 1.9%

Express is proactive in their approach to helping our business.




At-Risk Scores (3-6): 7.7% 20.8%


1. Continue to focus on listening and being responsive to needs.2. Build a process to deal with last-minute issues (no-shows, etc)3. Recognize that when things go wrong the entire client relationship is put to the test. These are the “moments of truth” with

clients, and how you respond will dictate their loyalty.

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Quality of Service (Continued)


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006


Quality of service edged up slightly from 2008, and is significantly higher than industry benchmarks

SUGGESTIONS FROM CLIENTS:

• “When a worker does not show up for an evening shift Express should have someone on call to deal with this. This has happened a couple of times with us and we did not get the response we needed…”

• “Seems to be a lack of understanding of the type of person we need.”

• “Providing after hours support would create greater demand of your services”

• “Increase the level of communication about the candidate prior to placement.”

• “Obtain a better understanding of the business, direction the staffing is heading (if standards or culture are changing)”

• “Better vetting of candidates for our particular needs. We need contract sales people, and my biggest concern was that we would sometimes seem to get a "warm body" to fill the position, who lacked the personality and skills needed to help sell our products.”

15

Quality of Associates


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006




The candidates we receive from Express are extremely reliable.




At-Risk Scores (3-6): 23.7% 20.7%


The quality of candidates sent to us by Express have consistently met or exceeded my expectations.




At-Risk Scores (3-6): 22.1% 20.2%


1. Reduce variability in candidate quality: 31.1% of clients rating the quality a 9 or 10, but 23.7% rating the quality a 6 or lower.2. “Sell” clients on why you chose a particular candidate and give them enough options they still are able to be involved in the

selection.3. Become “expert” in specific job titles and industries to add additional value to the client companies you serve.

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Quality of Associates (Continued)


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006


Quality of candidates dipped slightly in 2009 and represents a significant opportunity for improvement


• “Lately, we've had the highest turnover rate with temps from Express. I don't know what's different, but no one shows up, or we have to let them go due to low productivity.”

• “Better screen candidates' job skills and behavioral skills prior to placement, especially if a permanent placement.”

• “Test better for attendance and continuity.”

• “Ask more questions directly related to the role we need filled. Some candidates were right on the money where as some were just barely meeting the skill expectations. Be careful of personalities - when candidates have some of the skills needed but a real abrasive personality: it really sets a bad impression overall.”

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Quality of Relationships


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006



Express is committed to nurturing a long term relationship with our organization.




At-Risk Scores (3-6): 5.9% 14.6%


Express makes me feel like a valued client.




At-Risk Scores (3-6): 5.8% 15.9%



1. Be proactive in your approach with clients, but not always in ways that are sales driven.2. Determine how best to interact with each individual account, and then put a plan in place to build the relationship around that

interaction.

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Quality of Relationships (Continued)


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006


Client relationships continued to strengthen in 2009, and are a valuable asset for Express franchisees.


• “Respond promptly to agreed upon plan going forward.”

• “More face to face contact. Since our offices are in two different cities, all of our communication is done via telephone. “

• “It would be nice if we had a consistent contact over a longer period of time, and that they understood labour law and standard legislation and HR practices”

• “Be proactive at keeping in touch with our needs and upcoming staffing needs.”

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Timeliness


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006

Timeliness 8.9 8.5 7.5 8.1 8.3 7.8 7.8 7.8


Express responds quickly to our staffing needs.




At-Risk Scores (3-6): 5.0% 11.1%


My contacts at Express are available when my business needs them.




At-Risk Scores (3-6): 4.9% 13.0%



1. Create an “on-call” service to work with clients who have after hours or weekend needs.2. Be certain to manage expectations on placement time, and provide reasoning behind selection of candidates.

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Timeliness (Continued)


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006

Timeliness 8.9 8.5 7.5 8.1 8.3 7.8 7.8 7.8

Responsiveness ratings increased over 2008 numbers and have significantly improved in the past two years


• “Express sends me people in a hurry, but sometimes they are not at all a good fit for the type of work we do and I think Express screening should catch some of these.”

• “Provide a number to reach a manager on duty for the weekends when we have the staff at our sites.”

• “I want to know the specifics about the candidates histories and I feel like I have to ask 20 questions and don't get very comprehensive answers on candidates.”

• “Answer emails in a timely manner. Call with candidate information when you say you are going to call. Even though I am a small customer, do not treat me as an unimportant customer.”

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Information Management


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006



Express provides the information I need to effectively manage my company’s staffing needs.




At-Risk Scores (3-6): 13.0% 15.3%


Express utilizes technology to deliver the staffing and HR information I need.




At-Risk Scores (3-6): 16.8% 16.0%



1. Most clients do not receive any reporting, but some would like to have a summary of time and activity provided.2. Move to automate or produce reports online as opposed to paper-based reporting.

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Information Management (Continued)


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006


Most clients have access to the information they need, but understanding unique needs will drive improvement


• “When numbers of associates are larger, it is helpful to get monthly activity statements of the hours worked and the bill rates of the workers provided.”

• “Provide confirmation of background screening of candidates.”

• “Monthly or Quarterly overall usage reports. Total hours per month by person in one report.”

• “It would be nice to see some benchmarking data on the people we use, or see if there is more information from associates who decide not to continue working with us.”

• “These should be handled on line like this survey service. Probably be the first recruitment firm to do that. This includes your "clunky" time cards. Should all be electronic.”

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Perceived Value


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006

Perceived Value 7.6 7.5 7.0 7.0 7.5 7.4 7.5 7.4


The services provided by Express are a good value, given their cost.




At-Risk Scores (3-6): 11.1% 16.9%


Express has helped our company reduce turnover of contract/temporary employees.




At-Risk Scores (3-6): 20.5% 24.7%



1. Clients want Express to be their partner and consultant, not just a vendor. How are you working to improve your clients’ businesses?

2. Become expert in the environment where placements are being made; understand both technical and cultural skills necessary to succeed.

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Perceived Value (Continued)


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006

Perceived Value 7.6 7.5 7.0 7.0 7.5 7.4 7.5 7.4

Express continues to improve the clients’ perception of value, and is now rated higher than the industry in this area


• “We get the best value when our short-term or long-term needs and expectations are met. Having associates assigned to programs that are the best fit for their aptitude, skills and objectives, as well as the specifics of our environment, opportunities and objectives, helps us achieve the best value.”

• “Personally experience our shop environment which should improve the value of the candidate they send to us. “

• “Provide regular face-to-face contact with client leadership to discuss status, issues and concerns for the services in place. We can go for extended periods without contact from Express, this may be happening behind the scenes with our Human Resources, however there should be quarterly contact with the stakeholders.”

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Client Loyalty


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006

Client Loyalty 8.5 8.4 7.3 7.9 8.1 7.8 7.7 7.7


I am completely satisfied with Express Employment Professionals.




At-Risk Scores (3-6): 9.4% 16.9%


I will use Express again for my staffing needs.




At-Risk Scores (3-6): 5.4% 11.3%



1. Always make your clients feel valued, in return they will continue to use your services and provide referrals. 2. Go above and beyond in the service you provide, especially in regards to mistakes so the client will no longer remember the

mistake but rather the recovery.

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Client Loyalty (Continued)


Express 2009

Express 2008

Express 2007

Express 2006

Industry 2009

Industry 2008

Industry 2007

Industry 2006

Client Loyalty 8.5 8.4 7.3 7.9 8.1 7.8 7.7 7.7

Client loyalty increased slightly over 2008 numbers, and is more than a full point higher than when measured in 2007


• “Be more focused on providing qualified candidates and professional service, and less focused on "selling" me to use Express.”

• “Understand the type of worker we need so they can better select for us. Maybe the screeners need to spend more time in the plant understanding the type of work we do.”

• “Express needs to be able to cover the emergency situations better. Everything in the normal schedule seems to run smooth, but when you need that extra coverage we are sometimes left hanging.“

• “Speed in which you deliver candidates. By the time a manager contacts you, our General Manager is breathing down our necks to fill the position.”

27

Moving Forward – How Express Can Improve


Even though we improved from 2008, we can continue to improve.

We need to once again review and train:

• Taking a better job order

• Making quality calls/following up with clients

• Explaining the job to associates

• Treating customers like gold

inavero client loyalty survey comparison results 2006 2009

Documents

express employment

single firm

risk scores

1 satisfied

2 average

7 satisfied

9 average

5 excellent