Bullhorn Finds Increasing Disparities Between Staffing Firms’ Service Delivery and Clients’ Satisfaction with It

Opportunities Exist in Leveraging Technology to Improve Client Services and Create Incredible Customer Experiences

BOSTON – DEC. 8, 2016 – Bullhorn®, the cloud computing company that helps relationship-driven organizations transform their businesses, today announced the release of its new ebook, “Perception vs. Reality: How Staffing Firm Service Compares to Client Expectations,” created in collaboration with CareerBuilder, the global leader in human capital solutions.

The research identified major disparities between staffing firms’ perception of the service they provide and what clients say about the service they receive based on factors such as service delivery, proactivity, and communication. The survey findings also suggested that opportunities through technology can improve client services and create incredible customer experiences.

According to the research, many staffing firms have been disconnected from their clients’ satisfaction with the service they deliver because there hasn’t been enough open communication between firms and clients. Staffing firms have been inundated as their revenues have continued climbing and new technologies have either debuted or improved to support their processes.

However, staffing firms strongly need to amend customers’ perception of their service delivery:

  • Skewed perception vs. reality. When asked to rate the level of service staffing firms provided to their clients, respondents gave their firms an average score of 8.81 out of 10; however, when asked to rate their satisfaction with the staffing services they used, clients gave their staffing providers an average satisfaction score of 5.98 out of 10.
  • Unhappy clients with unsatisfactory hires. Thirty-nine percent rated average performance of the hires their staffing supplier provided as exactly that: average, 5 out of 10.
  • Proactivity missed the mark. Clients rated their staffing firms’ anticipation of client needs an average of 4.98 out of 10, while firms ranked their own anticipation of client needs an average of 8.14 out of 10.
  • Lack of timely communication. Less than half of clients, or 47 percent, said their staffing firms contacted them weekly or more frequently. About 1 in 4, or 24 percent, of clients said contact occurred once per quarter or less.

To mitigate these disparities, staffing firms can employ several strategies to enhance their client relationships, including increasing the quality of recruited candidates, providing faster response rates to client inquiries, and incorporating technology measuring customer sentiment.

To download the “Perception vs. Reality: How Staffing Firm Service Compares to Client Expectations” ebook, visit http://ow.ly/xS0f306Uiiw.

About Bullhorn

Bullhorn provides cloud-based software for relationship-driven businesses. Its automated data capture and customer insight technology helps companies win customers and keep them engaged. Today, more than 7,000 companies rely on the Bullhorn platform to help increase sales, improve service delivery, and streamline operations. Headquartered in Boston, with offices around the world, Bullhorn employs over 600 people globally. The company is founder-led and backed by Vista Equity Partners. To learn more, visit www.bullhorn.com or follow @Bullhorn on Twitter.

About CareerBuilder®

As the global leader in human capital solutions, CareerBuilder specializes in cutting-edge HR software as a service to help companies with every step of the recruitment process from acquire to hire. CareerBuilder works with top employers across industries, providing job distribution, sourcing, workflow, CRM, data and analytics in one pre-hire platform. It also operates leading job sites around the world. Owned by TEGNA Inc. (NYSE:TGNA), Tribune Media (NYSE:TRCO) and The McClatchy Company (NYSE:MNI), CareerBuilder and its subsidiaries operate in the United States, Europe, South America, Canada and Asia. For more information, visit resources.careerbuilder.com.