Blue Pelican published the results of its 2012 customer service survey this week
95% recommendation rate thanks to specialisation and standards charter
Specialist recruitment business Blue Pelican published the results of its 2012 customer service survey this week. 95% of companies would recommend the recruiter to a colleague and nineteen out of 20 companies that expressed a preference thought Blue Pelican was “better than other agencies”.
The feedback from clients showed that the two main reasons for the high service score were:
the Industry Knowledge / Expertise of consultants
the high levels of service / delivery that the business provides.
A typical comment from a client was “I found the consultants at Blue Pelican were passionate and knowledgeable about their jobs. They always show a positive attitude and dealt with every vacancy we presented to them in a professional and timely manner.”
Clients and candidates completing the survey were also asked to suggest ways in which the service could be improved. All of these were shared with the Blue Pelican consultants who, during a team exercise, identified the following improvements which are now all being actioned:
increased focus on key niche skills to provide a more in-depth service
be realistic about the likelihood of finding the skills wanted for the salary quoted
clients to set contact schedule and method of contact preferred
communication of Blue Pelican charter standards at start of recruitment process
sharing of industry knowledge and trends through blog articles and newsletter
Mike Ellingham of MESO Marketing who carried out the survey, commented
“We run customer feedback surveys for a number of recruitment businesses and the scores that Blue Pelican received together with the comments provided by customers were the best we have seen in 2012. We were also impressed by the commitment of Blue Pelican consultants in encouraging clients to complete the survey and in their attention when we presented the results – they listened and then proactively discussed areas that they could collectively improve upon. ”
Gemma Skillett, Director of Blue Pelican commented, “Our strategy has always been to focus on service-based, consultative recruitment with candidate and client care at its heart. We have always received good comments but the new Feedback survey system gives us an independent view from ALL of our candidates and clients – not only those we have placed or have filled vacancies for. We are delighted with the results and are working on further improving our service.”
A report this month by the RECused the phrase “An inch wide and a mile deep” commenting that “intensifying competition within recruitment means that detailed sector knowledge will become critical to future success, especially for SME recruiters”.
With business continuing to grow and with such positive customer feedback, Blue Pelican is a demonstration of how this specialisation, combined with high levels of service, can be the winning formula for a recruitment business.