Customers Rate Staff Instantly on Live ‘Scorecards’

March 15, 20182min

A recruitment agency is taking an industry lead by publishing the results of a pioneering ‘scorecard’ on its staff’s performance.

Peace Recruitment offers every candidate and every client the opportunity to rate how well the Edinburgh-based firm’s consultants service their needs.

Immediately following a consultation and at other key intervals throughout the process, candidates and clients submit their scores directly from their smartphone and the results are instantly live on Peace Recruitment’s website. There is no intervention by the firm in the process.

The system has gone live and the first results are now in, with an average score of 8.9 out of 10 candidates and 8.8 for clients.

Managing Director Chris Peace created the Rate My Recruiter software with a web developer as an industry “differentiator” and says it has helped build relationships with clients and candidates.

“It is about giving control back to the customer, allowing them to make an informed decision about which agency they can trust with this important task,” Chris said.

Low scores are followed up with a personal phone call to gain further understanding on where staff failed to match the expectations of the customer.

“As we have grown it has become important to get this feedback, as it ensures my finger is always on the pulse. It’s the glue that holds the process together, and the response has been really encouraging,” Chris added.

 


CXM Editorial Team

CXM Editorial Team

Published for all CX professionals, the digital Customer Experience Magazine is packed full of industry news, blogs, features, video bites and international stories all focusing on customer experience. CXM will help you learn what makes an outstanding customer experience that wins both awards and the hearts of customers. And sometimes we share some cool music as well.




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