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mirror_image How accurate are your perceptions of your candidates’ and clients’ experiences?

Maybe not as accurate as you think:

  • A recently published HelpScout ebook cites a troubling statistic: 80% of companies say they deliver “superior” customer service, while just 8% of people think these same companies deliver “superior” customer service.
  • A 2014 study by CareerBuilder and Inavero found that staffing firms and clients don’t necessarily agree when it comes to customer experience. 75% of staffing firms say that they “take time to learn about their clients’ company culture,” yet only 27% of clients agree with this statement.
  • The same report shows that 78% of staffing firms claim that they “care about candidates as people,” but just 53% of candidates agree with this statement.
  • And the final nail in the coffin? Though 90% of staffing firm employees believe they’re persuasive with prospective clients or job seekers, fewer than 1 in 4 clients and job seekers say that they actually trust what their staffing firms tell them.

Perhaps the mirror these staffing firms are using could use a little Windex.

In all fairness, every company – regardless of industry – needs to understand how they are truly perceived by their customers. If your staffing agency wants better insight into its customer experience, the following posts contain a wealth of useful information:

Vital Signs – Customer Service Survey Questions

Surveys are a fantastic way to keep your finger on your customer base’s pulse – uncovering opportunities to resolve service issues and better meet clients’ needs. Not surprisingly, the more carefully you plan your surveys, the higher the quality of your results will be! Use these tips to create a survey that gets answered – and provides the answers you need.

Un-Shattering: 3 Tips to Repair a Fragmented Customer Experience

The same technology that’s designed to bring you closer to your customers can actually fragment their experience. And unfortunately, your clients and candidates won’t tolerate fragmented engagement. They don’t have to – competition in our industry is simply too heated. How can you “un-shatter” their experiences and deliver seamless, consistent service, no matter how they choose to interact? Here are three quick tips to repair a fragmented customer experience.

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