Customer Satisfaction – ARM’s Net Satisfaction Index
It is important to us that we put our clients and
candidates at the centre of our operations.
In order to ensure that we are providing the best service we
can, we regularly poll our customers with a candidate or client
questionnaire, asking them to score every aspect of our services
from billing and support to the politeness of their recruitment
consultant and the appropriateness of the placement.
Our questionnaires are sent out every month to a cross section
of ARM users, and from the resulting scores we calculate a Net
Satisfaction Index (NSI).
For each question, respondents can rank ARM’s service
from Delighted to Totally dissatisfied, as below. Every month
we calculate the company-wide NSI score by totalling the overall
scores.
The NSI Index is calculated as follows
|
Delighted
Very Satisfied
Acceptable
Less than satisfied
Totally dissatisfied
|
100
75
50
25
0
|
For ARM to achieve our quality target, our overall NSI score
must be 75 or over. This is one of the ways in which we ensure that
our quality of service is consistent and a high priority for all
staff, at all times.
“Less than satisfied” responses are acted upon immediately and
the appropriate course of action agreed between the parties
concerned:
- Immediate corrective action is taken to satisfy the
respondent
- ARM investigates the underlying cause of the problem
- ARM uses appropriate sources of information to identify
preventative action
- ARM communicates this
Perhaps it is because of our determination always to listen to
our customers that the great majority of our polled clients and
candidates are “very satisfied” or “delighted” with our
service.
The lucky winner of a bottle of
bubbly (drawn at random from those who responded
in March, April and June) is Anil Anandan.
Congratulations.