Understanding NPS and Its Critical Role in Staffing Partnerships

Before you make a purchase, do you check the reviews first? It’s common to search for this feedback when you’re shopping for products or services. The Net Promoter Score, or NPS, serves a similar purpose. It allows you to learn more about a company’s reputation for customer satisfaction and service. Medix uses the widely recognized NPS to gain feedback from clients and talent, using this benchmark to deliver high-quality staffing services in the healthcare, life sciences, and technology industries. 

What Is NPS

The NPS metric rates a company on satisfaction and service quality. Many companies in various industries, including staffing firms, use NPS to measure customer satisfaction. The survey asks one simple question: how likely are they to recommend <insert company name>  to others?

Participants can rate their recommendation on a scale of 0 to 10. A score of 10 means they’re extremely likely to recommend the company to others, while 0 means they’re not at all likely to make a recommendation. It’s a simple yet effective way for staffing companies, such as Medix, to ensure they’re providing quality service to their clients and talent.

How NPS Is Calculated

Gathering survey responses is only the first part of determining a company’s NPS. Each response is then assigned to a category. The three categories include:1

  • Promoters: This category includes all participants who respond with a score of nine or higher.
  • Passives: Participants who respond with a seven or eight are called passives.
  • Detractors: The lowest category, detractors, includes all participants who respond with a six or lower.

Based on this data, a company can learn its percentage of promoters, passives, and detractors. The percentage of detractors is subtracted from the percentage of promoters to determine the final NPS score; a score that ranges anywhere between –100% and 100%.

For example, if a company has 92% promoters and 3% detractors, it has an NPS of 89%.

Why NPS Matters

Selecting a staffing partner based on its NPS can have significant benefits for an organization. When you choose to partner with a staffing firm, learning about its NPS can give you insights into its reputation for quality and service. The benefits of choosing a staffing firm based on its NPS include:

  • Transparency: NPS provides a simple, transparent way to check a company’s reputation. It allows you to learn whether clients feel satisfied with the staffing firm’s services.
  • Trustworthiness: NPS can create trust between an organization and the customers it serves since it shows the company’s commitment to customer loyalty.
  • Feedback: Companies can use the feedback to make changes and set goals for improvement. A staffing firm can use its NPS to continue improving the services it provides to clients and talent.

ClearlyRated’s Best of Staffing

ClearlyRated recognizes the top staffing companies with its annual Best of Staffing awards. Best of Staffing awards honor companies with high survey scores based on their exceptional service. In 2023, the Best of Staffing award winners earned an average score of 77% for client satisfaction and 73% for talent satisfaction.2 That’s well above the industry benchmarks for staffing firms, which are 36% for the client staffing industry and 30% for the talent staffing industry.

How Medix Compares

At Medix, the satisfaction of those we serve is at the forefront of everything we do. In 2024, Medix earned a Best of Staffing award in the client category for the tenth time. We also won our eighth Best of Staffing award in the talent category. Our commitment to our core purpose of positively impacting lives and providing quality staffing has allowed us to serve over 120,000 clients and candidates throughout our 20+ years in business. For more information about Medix, our NPS, or the staffing services we provide in healthcare, life sciences, and technology, please contact us today.

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1 “Net Promoter Surveys for B2B Firms,” ClearlyRated, 2024, https://www.clearlyrated.com/solutions/net-promoter-surveys/.

2 “NPS for Staffing Firms,” ClearlyRated, 2024, https://www.clearlyrated.com/solutions/staffing/nps-for-staffing-firms/.