Providing the world’s best workforce solutions demands genuine engagement with all Kelly stakeholders—our customers, candidates, and employees—as well as our supplier base. We monitor engagement through a key metric, Net Promoter Score (NPS), which measures the loyalty of each stakeholder audience to Kelly.
Kelly is the only major staffing firm to track supplier engagement. Like NPS, our strategy presumes that suppliers satisfied with our approach to supplier relations are more likely to recommend Kelly, and want to support us in other customer programs.
For business-to-business company transactions—the closest standard available for comparison—world-class NPS scores range from 50–75%, whereas a score of 10–30% is considered average. In 2009, Staffing Industry Analysts reported the U.S. staffing industry average B2B NPS as 13%. Our analogous score for supplier engagement was 43%.
The positive results from our latest supplier engagement survey reflect the holistic business assistance that Kelly offers to suppliers, which helps to increase their potential bottom lines. Highlights include:
Highly Likely to Support – 62% of suppliers indicated that they would be ‘highly likely’—ratings of 9 or 10 on a 10-point scale—to provide services as a supplier to another Kelly program. More than 80% would be ‘likely.’
Benefit Financially – 52% of suppliers strongly believe that they have benefitted financially from our relationship, and have acquired more opportunities or grown their businesses since partnering with Kelly.
Onboarding Satisfaction – 75% of suppliers are ‘satisfied’—rating 7 or above on a 10-point scale—with the Kelly onboarding process, comprising our supplier agreement, insurance, and application procedures.
The Kelly Global Supplier Relations group supports our engagement philosophy, while other key resources to suppliers in working with Kelly include:
For more information on the value that Kelly can deliver to suppliers, contact us via e-mail GSR@kellyservices.com.