The Customer Confidential Podcast
How a large staffing company is using Net Promoter® feedback to improve the customer experience for temporary employees and the companies it serves.
Why would a temporary staffing company invest heavily in relationships that, by definition, are destined to end? If you’re asking that question, you probably aren’t familiar with Elwood Staffing.
Elwood collects a constant stream of feedback from its 25,000 temporary employees. The company has been using the input to improve its customer experience, both for employees and clients, and increase retention rates. And its results have been impressive.
I recently had the opportunity to catch up with Fernando Cadena, Elwood’s director of associate engagement. He shared the company’s story three years ago on the podcast. In this episode, he provides an update on Elwood’s Net Promoter® efforts, which began six years ago when he first sought feedback from the company’s associates.
You can listen to our conversation on iTunes, Stitcher or through the audio player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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