The latest thinking, news and events from the world of Recruitment

Excellent Customer Experience is Key to Growth


Less than half (47%) of all HR decision-makers who have used a recruitment agency have been asked to provide feedback on the recruitment agency’s services, according to the latest publication from the Recruitment & Employment Confederation (REC), The Scale Up Workbook: how to deliver customer service excellence.

The workbook explains that focusing on excellent customer service, including collecting feedback to measure satisfaction, leads to improved financial performance.

More than a quarter of HR decision-makers (27%) think the process of working with a recruitment agency would be improved if there was an opportunity to provide feedback to the agency during the process, according to the YouGov survey, conducted as part of the REC research.

Asked about what would improve the process of working with recruitment agencies, the survey of 400 clients found that:

  • six in ten (60%) think it would be improved if the agency understood their business and brand better
  • half (50%) think it would be better if agencies sent fewer speculative CVs
  • one quarter (23%) think it would be improved if the agency provided market intelligence and research.

This workbook is the second in the REC’s series of Scale Up publications for recruitment leaders seeking to grow their recruitment business. Each chapter has key questions and practical examples, and a final checklist provides guidance to help recruiters take steps to improve interactions with clients.

REC chief executive Kevin Green says:

“We’re an industry that revolves around people, so the fact that so few recruiters are asking their clients and candidates for regular feedback is madness. If your staff are engaged with providing great customer service, they will keep clients and candidates happy, and in the long term this leads to superior financial performance.

“If we want to be taken seriously as a professional service industry we need to get better at delivering excellent customer service. You’ve got to measure your client satisfaction and candidate experience to set yourself apart from the competition.

“This workbook is packed with practical hints and tips about what to measure, how to reflect on the data and how to engage your people in improving your customer service and candidate experience. This is a great tool which if deployed will make your business grow both revenue and profit.”

The Scale Up Workbook is free for REC members to download at