Blue Pelican Customer Service Survey 2016 2016 www.bluepelican.com Tel: +44 (0)1892 507100 | Fax: +44 (0)1892 50009 | Email: [email protected] Blue Pelican Limited, Registered Office: Calverley House, 55 Calverley Road, Tunbridge Wells, Kent, TN1 2TU Registered in England No. 4318493
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Blue Pelican Customer Service Survey 2016
2016
www.bluepelican.comTel: +44 (0)1892 507100 | Fax: +44 (0)1892 50009 | Email: [email protected]
Blue Pelican Limited, Registered Office: Calverley House, 55 Calverley Road, Tunbridge Wells, Kent, TN1 2TU Registered in England No. 4318493
Survey Objectives
This year, the survey objectives covered six key areas:
Gain annual feedback from customers about the Blue Pelican service to clients
Identify potential service area improvements
Uncover clients that may need urgent attention
Benchmark against 2012, 2013, 2014 and 2015 results
Highlight and reward best performing consultants
Develop testimonials and case studies for marketing activity
Details
The survey was launched in September 2016 and addressed clients with a vacancy in the last 12 months. The inducement to complete the survey was a prize draw to win either a donation to charity or a £250 ‘Love to Shop’ voucher.
A reminder was sent to optimise completion of the survey, which closed at the end of October.
Number of responses
The survey was managed via an online survey tool and was launched on the 26th September and closed on 31st October 2016.
The total number of client responses received in 2016 was 122 compared to 84 in 2015. Thanks to everyone who took the time to complete the survey.
2015
2016
0 20 40 60 80 100 120 140
84
122
Total responses
Responses
On the pages that follow, each question is listed, followed by answers and the percentage for each answer.
We show how the answers compare to 2015 (light blue).
We also show a “Net Score” chart.
“Net score” = the percentage of “Excellent” and “Good” responses minus the percentage of “Poor” and “Awful”
Any action taken to address the feedback is summarised at the end of the results section.
122 responses
Client feedback
Overall Service The initial question seeks to ascertain an overall view of the service provided by Blue Pelican:
How would you rate the overall service provided by Blue Pelican?
Awful
Poor
Adequate
Good
Excellent
0 10 20 30 40 50 60 70
2016
2015
2015 20160
10
20
30
40
50
60
70
80
90
100
Net Score
48% of responders answered “Excellent” (2015 – 30%) 42% answered “Good” (2015 – 58%) 9% answered “Adequate” (2015 – 12%) 1% answered “Poor” (2015 – 0%) 0% answered “Awful” (2015 – 0%)
The “Net Score” (which subtracts the percentage of poor/awful from the percentage of Excellent/Good) was at 88% - the same as in 2015 (82%)
%
+0.0
88% Net Score
Quality / Suitability / Calibre of candidates The second question focuses on the quality of candidates submitted to clients.
How would you rate the quality of candidates provided by Blue Pelican?
Awful
Poor
Adequate
Good
Excellent
0 10 20 30 40 50 60 70
2016
2015
2015 20160
10
20
30
40
50
60
70
80
90
Net Score
31% of responders answered “Excellent” (2015 – 23%) 55% answered “Good” (2015 – 63%) 13% answered “Adequate” (2015 – 11%) 0% answered “Poor” (2015 – 3%) 1% answered “Awful” (2015 – 0%)
The “Net Score” (which subtracts the percentage of poor/awful from the percentage of Excellent/Good) was at 85% - an increase of 2 points over 2015 (83%)
+2.0
%
Client feedback
Net Score85%
Knowledge of Consultants The third question focuses on the knowledge of our consultants.
How would you rate the market knowledge of the consultant you worked with at Blue Pelican?
Awful
Poor
Adequate
Good
Excellent
0 10 20 30 40 50 60
2016
2015
2015 20160
10
20
30
40
50
60
70
80
90
100
Net Score
54% of responders answered “Excellent” (2015 – 44%) 38% answered “Good” (2015 – 45%) 7% answered “Adequate” (2015 – 11%) 1% answered “Poor” (2015 – 0%) 0% answered “Awful” (2015 – 0%)
The “Net Score” (which subtracts the percentage of poor/awful from the percentage of Excellent/Good) was at 91% - an increase of 2 points over 2015 (89%)
%
+2.0
Client feedback
Net Score91%
Communication of Consultants The fourth area is the communication skills of our consultants.
How would you rate the level of communication you received from your consultant?
Awful
Poor
Adequate
Good
Excellent
0 10 20 30 40 50 60
2016
2015
2015 20160
10
20
30
40
50
60
70
80
90
100
Net Score
49% of responders answered “Excellent” (2015 – 50%) 38% answered “Good” (2015 – 39%) 11% answered “Adequate” (2015 – 9%) 1% answered “Poor” (2015 – 2%) 1% answered “Awful” (2015 – 0%)
The “Net Score” (which subtracts the percentage of poor/awful from the percentage of Excellent/Good) was at 85% - a decrease of 2 points since 2015 (87%)
-2.0
%
Client feedback
Net Score85%
Compare to Other Agencies We ask customers to compare us against other recruitment businesses
How do we compare to other recruitment agencies you’ve used?
Much worse
Worse
The Same
Better
Much Better
0 5 10 15 20 25 30 35 40 45
2016
2015
2015 20160
10
20
30
40
50
60
70
Net Score
25% of responders answered “Much Better” (2015 – 26%) 34% answered “Better” (2015 – 41%) 36% answered “The Same” (2015 – 27%) 5% answered “Worse” (2015 – 5%) 0% answered “Much Worse” (2015 – 1%)
The “Net Score” (which subtracts the percentage of Much Worse/Worse from the percentage of Much Better/Better) was at 54% - a decrease of 7 points over 2015 (61%).
%
-7.0
Client feedback
Recommendation We ask customers whether they would recommend Blue Pelican to colleagues.
Would you recommend the service provided by Blue Pelican to others?
No
Yes
0 10 20 30 40 50 60 70 80 90 100
6
94
5
95
2016
2015
95% of responders answered “Yes” (2015 – 94%) 5% answered “No” (2015 – 5%)
%
+1.0
Client Client feedback
Recommendation rate95%
Summary of results
Clients
Overall Quality / Suitability Staff Knowledge Communication Recommend50
55
60
65
70
75
80
85
90
95
100
88
83
8987
94
88
85
91
85
952015 2016
The summary chart above shows the Net Score for each factor and compares each to the score in 2015.
We are delighted that:
Satisfaction of staff knowledge and suitability of candidates has increased since last year Client Recommendation rate is up to 95% - the highest it has ever been
Client feedback
Comments from clients
Andy did an outstanding job, firstly supporting me in finding the right role, but also then finding the people for my team. He understands the client and candidate’s needs.
Andrew is by far the most honest recruitment consultant that I have ever worked with. He keeps to his word and never over promises.
Colin has had more resilience supporting us in the roles than other consultants we have used in the industry. There is clarity in our communication and I feel confident Colin understands what it is we are looking for.
Nick is very personable; he makes an effort to build the client relationship so that he knows us, the nature of our business and what we need.
Joe was incredibly knowledgeable and I felt like he was genuinely interested in Coty, wanting to help me reach my goals as well as doing the best for his candidates. He is a genuine character who I enjoy working with in a world where dealing with agencies can feel hassled.
Jake has very good interpersonal skills and has been excellent in the way he understands what all our clients need.
Tom (M) is thoughtful and responsive, shows great empathy and bonds with candidates very well. We are always confident in his ability to communicate back in the way we need.
Jack Veness has made a particularly good impression on me. He has sent some strong candidates through and his client service and communication skills are fantastic!
Julie Fernandes has worked on my behalf for many years now; she takes the time to understand our business and matches candidates accordingly. I have complete faith in her ability to support our business.
Julie Fernandes is a great consultant and has taken the time to get to know the firm and its Partners. This has helped greatly when sourcing candidates for niche areas of the business. I have always found her to be proactive, understanding my requirements, with sound knowledge of the legal sector and the marketplace.
Clare is client focussed and approachable. She was very candid, which I particularly appreciated, and this allowed me to be more open with her about my thought processes.
Kate is highly skilled and communicative, but not overly intrusive. I appreciate her calm approach; she’s never too pushy.
Stuart is an excellent recruitment consultant. Blue Pelican are fortunate indeed to have such an outstanding representative who will always get my business.
Gemma Skillett – Director, commented “Obviously we are delighted with the 95% recommendation rate, particularly since more clients than ever have responded to the survey this year. The feedback we get for our Consultants is richly deserved and we are genuinely proud of the service they offer.
Our communication rating has dropped this year and we will be looking into why this is. Our aim is to modify our approach to each client, so they can let us know how best to work with their particular needs. In a challenging market where niche skills are in short supply, it can sometimes be difficult to stay in touch and we will be working to improve on this score.
All other factors have improved which is brilliant to see. We are already working closely with our team to evaluate the feedback and ensure any processes that need tightening up are addressed and followed up.
We would like to thank everyone that took the time to complete the survey for us.”
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