At Vetro Recruitment, we are incredibly proud of our Net Promoter Score (NPS) of 78. With the recruitment sector averaging a score of just 34, our score of 78 shows we're truly exceeding expectations for both our clients and candidates.
But what exactly is NPS, and why are we shouting about it from the rooftops?
Simply put, NPS is a measure of how likely the people you have provided a service to will recommend you to others. It’s a quick and powerful way to gauge customer satisfaction and loyalty. Think of it as a popularity contest with three teams:
- Promoters (9-10): You've had a fantastic experience and are eager to spread the word.
- Passives (7-8): You are satisfied but not overly enthusiastic. You might recommend it asked, but won’t go out of your way to do so.
- Detractors (0-6): You are unhappy, and may even discourage others.
Vetro's mission is to be the most recommended recruitment agency in the UK, which makes the NPS one of our core business benchmarking metrics. We expect our clients and candidates to have an exceptional experience while working with us and the NPS tells us if we are delivering on that.
To calculate your NPS, you subtract the percentage of Detractors from the percentage of Promoters. This gives you a score ranging from -100 to +100. With an average NPS of 34 in the recruitment industry, our score of 78 shows we’re truly exceeding expectations.
But why is NPS so important, especially in recruitment?
Job seekers using recruitment agencies face a key decision: which agency to trust. Often, they base their choice on recommendations and online reviews. Agencies with strong reputations typically have wider business networks, offering candidates access to a greater variety of job opportunities. For clients working within our sectors, it's important to know that the agencies you engage with can not just access top talent, but that the recruiter also shares your values of providing the highest standards of care and education.
A high NPS indicates that:
- We’re providing an exceptional experience: From the first interaction to the final placement, we’re focused on building positive relationships and exceeding expectations. This includes things like providing personalised communication, offering tailored career advice, and helping people prepare thoroughly for interviews.
- We’re building trust and loyalty: Individuals put their trust in us to find them the right opportunities and support them throughout the process.
- We’re attracting top talent: Our mission is to be the most recommended recruitment agency in the UK, and positive reviews and recommendations make us a magnet for job seekers looking for the best jobs in the market.
- We’re continuously improving: We actively seek feedback and use it to refine our processes and services. This valuable feedback allows us to understand their individual experiences and identify areas where we excel or need to improve.
As our Candidate Experience Manager, Helen says, “We’re thrilled with our NPS score of 78! It truly reflects our team’s dedication to providing a personalised and supportive experience for every candidate. We’re committed to continuous improvement, and this feedback motivates us to keep raising the bar.”
At Vetro Recruitment, NPS isn’t just a number - it’s a reflection of our commitment to providing a truly outstanding candidate experience. We’re dedicated to building strong relationships, exceeding expectations, and helping candidates find their dream jobs.
How Vetro Recruitment Can Help
We specialise in connecting social care & housing, education, and healthcare professionals with temporary and permanent positions. If you're looking for a rewarding job, or an organisation seeking top talent, get in touch with our team today.
