Net Promoter Score: 2023 Adecco Annual Survey
Adecco breaks down the “Net Promoter Score” or "NPS" metric and why it matters to our business.
What is NPS?
NPS is an acronym for Net Promoter Score, a metric that Adecco uses to measure our customers’ engagement.
The NPS metric isn’t unique to Adecco—it’s a metric widely recognized around the world and used by two-thirds of Fortune 1000 companies. A positive NPS score is generally accepted as an indicator of future company growth.
Adecco’s annual NPS survey helps us get a pulse on our customers (our customers include clients, candidates and associates) and understand how they feel about their overall experience with Adecco. Every year, our NPS score provides us with a benchmark for our success.
We’re launching our Annual 2022 NPS survey on September 13, 2022, and we want YOUR feedback!
How is NPS calculated?
To calculate our NPS score, we send out a simple survey via email. Last year, our survey went out to 1.4 million customers worldwide! This year, in Canada, over 2500 recipients will receive the survey and we will simply ask:
How likely are you to recommend Adecco to one of your professional contacts who is looking for a recruitment partner?
In response, our customers are prompted to give a rating between 0 (not at all likely) and 10 (extremely likely).
If they select 9 or 10, they are a…
Promoter:
Those who respond with a score of 9 or 10 are loyal and enthusiastic customers who would recommend us. It’s our goal to make every Adecco customer a Promoter!
If they select a 7 or 8, they are…
Passive:
Those who respond with a score of 7 or 8 are satisfied with the service but not happy enough to be considered promoters or as likely to recommend us.
Passive answers do NOT contribute to the NPS equation. 7 or 8 may sound good, but to us, if our services aren’t a 9 or a 10 in your books, we’re not doing our job well enough!
If they select a 6 or below, they are a…
Detractor:
Those who respond with a score of 0 to 6 are typically unhappy customers who are unlikely to recommend us and may even discourage others from doing so.
The NPS equation
The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. As mentioned earlier, Passives are omitted from the equation and don’t count toward the final score.
For example, a company with 60% Promoters, 30% Passives and 10% Detractors would have an NPS score of 50 (60-10=50).
Why does NPS matter?
At Adecco, one of our core values is Customer Centricity. Customer Centricity means we live by and for our customers’ success and strive to “deliver WOW” in every interaction.
In other words, if there’s any reason you wouldn’t recommend Adecco and rate us a 9 or a 10 in our survey, we’re not meeting our standards for customer service and we want to know why.
Whatever your feedback for us may be, you can rest assured it will go directly to our local branches to help improve our services and ultimately, increase your satisfaction.