The Kelly Services Net Promoter Score (NPS)

Exceeding industry benchmarks

Based on survey responses from more than 20,000 customers, the Kelly Services best-in-class NPS score of 54 far exceeds the industry benchmark of 16 derived from Staffing Industry Analyst’s 2008 study of staffing buyers.

Introduced in 2003, the “Net Promoter Score,” or NPS, is embraced by major companies as a measure of customer loyalty, customer engagement, and future business growth. Net Promoter Scores can range from -100 to +100. Scores of 50 and above are generally considered best-in-class/world-class levels of performance.

Kelly Services places a high value on NPS scores, as NPS measures customer loyalty and is an unbiased reflection of the quality of service. We survey customers monthly to evaluate their satisfaction and engagement, and we are proud to be among the growing list of top companies that use NPS to help evaluate performance through their customers’ eyes.

Calculating the score

Within the survey, only one question is used to calculate a company’s NPS:  Based on your experience, how likely would you be to recommend COMPANY NAME to a friend or colleague (1-10)?

Responses are then put into three categories:
• Promoters: Respondents who rate the company a 9 or 10 (highly loyal)
• Passives: Respondents rating the company a 7 or 8
• Detractors: Those rating the company 6 or below (not satisfied or loyal)

To actually determine the score, the company uses the following formula:
Net Promoter Score = % of Promoters  –  % of Detractors

Survey results show that the Kelly high Net Promoter Score can be attributed to strong performance in the following areas:
• Ability to resolve problems
• Communication and follow up
• Ability to help the customer’s department succeed
• Responsiveness to staffing-related concerns
• Having a thorough understanding of the customer’s business or industry